Frontier Communications

After 8 years as a customer we sold our home and closed all our utility services. Has company reimbursed for unused fuel. Electric company charged up to the closing date. Garbage company reimbursed for unused portion of months fee. Insurance company reimbursed for unused portion of year, and so on!
But Frontier announced that “we charge for the entire billing cycle so we paid for 22 days of unused service at a increased rate for that bill cycle. And to top that off we just received an additional bill for a “disconnect fee”
Eight years of paying bills on or ahead of schedule, even with sub-par service and this is the way that you are treated!
A rear crappie company!

I had frontier for my internet for a few years and I was fine with them. Last year I decided to bundle up and get fios triple play. The drama started. The price they promised me on the phone was not shown on the bills. Every single month I had to call to correct the bill and each time they promised me to adjust and give me credit and asked me to pay certain amount. When I was getting the bill the adjustment was not there and they charged me $9 late feer because the full amount wasn't paid.
Anyway stupid me I decided to renew my contract September 2018 because I heard e when you cancel frontier they still send you bill. I got a customer service and told him I want to keep everything the same. He increased my internet to 50/50 and told me the phone and TV stays the same. The same night my phone stop working. From that night until now I have called them 10 times and each time they give me ticket number and nobody come to fix the phone. Finally I got angry and asked to talk to the manager and threathen to file a claim to Revdex.com. She found out that the customer service that had renewed my service switched me from fios phone to landline and apparently I am not equipped with whatever is needed for that. She promised me to fix it. Nothing happened. Each time I call the customer service tells me the tech support has to fix it and customer service tells me tech has to fix it. I learned that they have to "remove the pot" in order the phone to work. Since then each time I call they tell me don't worry we put the order to remove the pot and you will get your phone and they give me work order but nothing happens.
They don't have a store so people can not go and resolve the problems face to face. The customer service are friendly and promise you all kind of stuff just to get you out of their hair but nothing is true..
I think government has to go after them. I think we all should get together and try to change them or close them. They can not abuse people. I have heard when you cancel them they still send you bill.
I guess the only way resolving that is to go with *** and have them cancel all for you

Once again, Frontier Communication lives up to its low standard for customer service. We consistently receive slow service regardless of the level of internet service for which we pay. We also recently had our line cut so we have no phone or internet service and the earliest someone can come to repair is 10 days later. When I asked to have these days removed from my bill, I was told I would have to call back after the service call. In other words, I would be charged for a service I didn't receive unless I took action otherwise. If you have any choice of which service provider to choose- don't choose Frontier. I have no choice, so I am unfortunately stuck with a poor provider that clearly doesn't care about its customers because they know we don't have any other options. If I could have given zero stars I wouldhave.

Frontier is a joke. Their internet sucks!!! I have filed a complaint with the FCC and the Illinois Attorney General. They should have to provide the service they charge you for!!!

This is the worst customer service I have ever received. They made a mistake in canceling my internet service with out my consent or knowledge, and 7 days later I still don't have service at my house. I have spent multiple hours of my time on line chat holding in que and on hold on the phone waiting to deal with a representative. Every service agent that I have dealt with has told me something different. When I first called abut the issue they couldn't find out why it was ordered as a disconnect. I am an auto pay customer for years so there has never been a late or missed payment . I didn't request the disconnect and no one had a clear answer as to why or how it happened to have been ordered. But as quickly as they turned it off, shockingly they could not turn it back on. We were told to wait and the situation would resolve itself by multiple agents. We did, wasting time that I could have requested a tech come to my home. Every time we were told to wait the 24-48n hours to resolve a situation. Every time a tech ASSURED me that it was well on it's way to be corrected. We were told it was the router, I picked up a new router from their store front location, got home went through customer service again to be told that it must be the outside line. All of which was working just fine until the disconnected it last Monday. I escalated the claim to *** and was put in touch with an Account Manager that helped for a bit but then stopped responding. I requested that a tech come sooner than the appointment they finally made for me on the 6th day of no service that would make it the 9th day of no service by the time the tech was scheduled to come. And was told that even though Frontier is responsible for this mistake, I still have to take time off to be at home to wait for their tech and be even more inconvenienced. I live less than 1/4 mile from a dispatch office. I hope that they read these and consider what customer service is and how it should be given.

Two weeks ago I received a letter from Frontier that I was over my "unlimited" minutes. I called Frontier and was told they would note that I was willing to pay, etc. A few days later, Frontier called (I could hardly hear them and kept asking them to talk louder). The long and short of it was that they were blocking my long distance calls for two months and there was nothing I could do about it! So, I tried another phone company but Frontier has my lines locked. When I called to see if I could get it unlocked they said I had to pay this months bill. Although I had sent in my monthly payment, I put another month on my credit card. So, I am out $201 and still no long distance. The most insulting part was someone from Frontier called to say there was nothing they could do but that had sent me multiple letters that I disregarded. I called them after the one and only letter I received. They are punishing me as if I were a criminal for going over my "unlimited" minutes. Maybe they should define "unlimited" as 3000 minutes!

Frontier is the worst internet company I have had service through. Constantly losing service, they have taken one of our lines and gave it to another home without notice. Service techs always come off of scheduled hours and blame our in home wiring when everything worked fine before they gave our line up.

Customer service is nonexistent. I might as well slam my head against a wall. The resulting headache probably won't be half as bad as actually reaching someone in customer service. I was told I only have one option for a service plan. I was told the price can increase without notice at any time and could occur multiple times a year. I was told the only option for resolving my complaint was a $5 account credit to offset the extra $20 a month now being charged on top of the original plan price. I took it because something is better than nothing. Still haven't seen a credit. There was another price increase the month after I called. Imagine that. Capitalism and complete lack of moral integrity at its finest.

This company is a nightmare! Customer service is just as bad as there internet service!!!!!
Impossible to report to B.B.B.!

The absolute worst. I can't even put into words how bad their customer service is.
When I purchased my service I was a victim of bait and switch and when I reported this to a supervisor with Frontier, they advised that this "happens all the time"...
I think that says it all...

My father-in-law passed away and at the time had a credit balance of about $500. We immediately tried to cancel service. However, after many hours and repeated phone calls they will not refund the money. In fact, they sent service men to my elderly mother-in-law's home to add service. Still waiting for this refund, but did get an automated email indicating it couldn't be processed.

This review is simple based on the conversation I just had with a female individual at . I have been meaning to call frontier because my house phone has not been working. I keep receiving a blank email with a subject line stating "Action Notice: Phone line may be cancelled" or something of that nature. In all honesty it looked like spam since it only contained a subject line and nothing in the body of the email.
So I call the main customer service line today. The guy was nice. He informed me that I needed to fill out the Frontier General/911 Terms of Service Acknowledgment Form. So I proceed to do this while on the phone with him. He gives me the number above so they can reactivate my phone line now instead of waiting the normal grace period. I called the number above and they first thing out of the lady's mouth was "What is just submitted?", so I say about 5 minutes ago. She tells me about the grace period. I informed her that I was given the number to call so it can be done today. Again, she starts talking about the grace period and that if they don't receive the acknowledgment form they'll send out a notice in 2 weeks. I let her know that I didn't receive any formal notice. So she proceed to say, "so you didn't receive the 3 emails at your iCloud account?". I corrected her and let her know that I did receive those and every last one of them were blank in the body of the email. Throughout our entire conversation she used the "since you just submitted 5 minutes ago" blah blah blah and "it was just done 5 minutes ago" blah blah blah several times in a condescending way.
Listen lady...I don't have to take your condescending ***! Your customer service skills are disgusting! I finally just told her never mind, I will let it go through it's process and just call back if it doesn't go through. She starts talking again, but I interrupt and let her know it's fine, I'm done with this conversation, and thank you.
Do better! You never know who might be on the other line!

I believe that they use deceptive sales practices. I was quoted one price when I called to inquire about switching to Frontier but, when my bill came it was almost twice the amount I was told it would be. I have been trying to get the issue settled for 6 months. I have been told that I'm mistaken, I don't understand what I was told, I agreed to the price (I did not) and/or called everything but a mn. I have spent hours and hours on the phone with them mostly on hold or switching from agent to agent - each one more clueless and sometimes more rude than the last one. I have paid my bills with the adjustments we discuss and the assurances that the proper credits will be shown on the "next bill". The next statement rarely has any adjustments/credits and they occasionally add on channels and services I never ordered or an arbitrary late fee. Their newest tactic is threatening to send me to collection and ruin my credit if I don't pay - for an account that was paid and closed months ago. Their version of Customer Service is an exercise in futility where their answer to everything is to blame it on you or promise something that they know they will never deliver. Save your money and sanity: find another communication provider with which to do business.

When will the government step in and shut this company down?
literally the worst rated ISP in the united states.
From a enterprise standpoint, they refuse to do anything when I call in about a site. They wont configure modems, their hold times are ALWAYS over a hour. Their techs are worse than comcast contractors.

Ended my service, equipment was returned July 30, 2018. Still till this day I get a bill for their service. I call every month and they zero it out , next month? Rinse and repeat.
When I first ordered the service I was promised HBO for six months or so, They called a few days later to say sorry we had that incorrect and you don't get HBO free for six months.
Today I called about a collections letter from them, I stated, I have no other option if you cannot finally resolve this today, I will have to make an official claim on the Revdex.com. This time he said, yeah we seen you returned equipment july 30 2018 but are being billed for august 2018. "Our "offline" team rejected your claim for the last two months you called" We all know what the "offline" team is.
He stated this time he went above and beyond the "offline" team since they don't read the details. I said well I appreciate what you say. If next month I get a bill I am making an official Revdex.com claim.
Good thing I never setup auto pay and never will because I know they would have stuck their hands in my bank account and took money not owed to them. I get a penalty for not paying on time, I would like to know what their penalty is for taking money not belonging to them? In a sense its robbery/stealing.
I'm all for joining a class action lawsuit

This is for phone, specifically phone repair. You can't get any. There is no email, so if your phone is not working, you are limited to their online chat feature. If you fail to be excruciatingly polite, or fail to provide any number of unneeded security answers (who is going to steal my land line?) they bump you out of the queue; they basically hang up on you. No matter how accurately you provide information on what you have, you never end up in the right department and need to be transferred numerous times, again being dumped to the end of line to start your wait time over. If you have given them your phone number, the one that requires repair, in any number of the chat bubbles during the conversation, or in the initial form where you are required to enter it, they will continually ask you again for it anyway. They pretty much do everything to avoid actually trying to repair your phone. As of now, I have been trying to get someone to simply CHECK my phone line for over an hour and have not gotten past what I describe above. Anything would be better than this!

We had used Frontier for years in our 2 prior homes; I moved 2 years ago and I can't seem to get a good signal. I didn't think it was their fault and more along the lines of moving next to a park and lots of trees. When I called to cancel, I was told I could not cancel until the end of the billing cycle - 3 weeks away and I would have a $9.99 disconnect fee. When I questioned all of this, I was told it is in the terms and conditions on their website. I have scoured their website and all the terms and conditions and do not see where this is stated. I am a single mom that needs wi-fi for my daughter to be able to do her homework and feel as if I am being bullied and abused by this company. I would never recommend them now. We have been good, loyal, on time paying customers for almost a Decade and because of no fault of anyone's (is how I was looking at having to cancel), am now being monetarily penalized. If it was truly in their terms and conditions, I would pay it without comment as that would be on me for not having read the terms prior, but I did and to the best of my ability, I cannot find this stated anywhere.

From the start, Fronteir would say they were coming to my house to set up service on a specific day. Numerous times they simply did not show up. Just didn’t come. I would call in only to be told my account was lost, or that they didn’t service my house, or that they simply couldn’t make it out today, despite having set up service already.
I stuck with them for a year, and finally couldn’t take the horrible service and WORSE customer service anymore. I cancelled in August and can not believe that even AFTER I CANCELLED, I’m having incredible issues. I’m about to get specific, so hang in there, and please read it all. They are taking advantage of their customers and working with the worst incompetence I’ve ever seen.
Let’s discuss how Frontier is STILL an actual thorn in my side. Also, anyone cancelling needs to be warned about their absolute lack of ethics, communication, or just pretty much the worst company I have ever worked with. I maintain that I cannot believe they’re still in business. And I would not EVER recommend them. EVER. In fact, I would be wary of even dealing with them.
I cancelled service at the end of August, and was told my August bill would be my last bill. That was that.
This week I got a bill for SEPTEMBER. Despite having cancelled and paid my last bill already.
So I call the billing department, where I was put on hold for 15 minutes without speaking to a single human. At the end of the 15 minute, the call was answered but no one was on the line. I spoke, trying to get someone to talk to me, and ultimately the call was ended on Frontier’s side.
So I called and waited on hold for another 10 minutes.
A girl answered and I explained about my bill. She then asked about the equipment we still had. I explained I was also calling to ask about what to do with that equipment. She said she was sending a box to my home to pick up a router, that she noticed one was never sent when I cancelled, and that often you would be hit with an extra fee for failure to return the equipment and that I needed to look for that fee, but that she notated that she JUST sent the box today.
Essentially, by not sending me a box they were setting me up to be hit by more fees.
She warned that I needed to take a photo of the tracking number and check on my phone that it went through as proof once the box got to my home. It appears they might hit me with a fee even after they get the box, but I would have back up proof and she notated that it wasn’t sent when I cancelled service originally.
She removed the last month’s charge “but you still have $23.08 to pay, it SHOULD be cleared by October, but you need to call and check in a couple of weeks that everything went smoothly.”
In a nutshell, the person who cancelled my Frontier originally was either lacking in extreme ethics or absolutely incompetent. I’m pretty sure everything about working with this company has gone this way. And guys, I never complain about service.
I just want to warn everyone about how horrible they were from actual start to finish, and I’m STILL not done having to deal with them. ??
Fair warning.

If I could give ZERO stars, I would. Terrible support, terrible service. Unfortunately, Frontier is the only internet service provider in our area.
Multiple service orders requested, total lack of follow up from Frontier. They have a pattern of creating a support ticket, creating a service order then never following up. Service orders or tickets are not reflected on our account (multiple times). DO NOT use Frontier!

I recently moved to Washington State and upon move-in to my apartment, I needed to set up internet service because I work from home.
My apartment complex provided me documentation on available internet providers and among the documentation was a custom-made flyer for Frontier Communications internet service. I was interested in their internet service as I was once a former employee to FiOS services on the east coast years ago. looking forward to the service, I contacted the sales rep listed on the custom flyer, Andres on Saturday 8.18.18, and left a voicemail with him requesting service for the internet-only installation.
The following day I got in touch with Andres and discussed service options and installation dates. I spoke with on a Sunday and I knew it would be tough, but I asked for a Monday installation if possible. He told me he would contact the installers on Monday in the morning to see if an installation was possible for Monday.
On Monday 8.20.18, I received a text message from Andres stating that the installation would not be possible and that I would have to wait until Thursday 8.23.18 for installation between 1pm-5pm, my original install time. I accepted that date and awaited the installation.
On Thursday 8.23.18 around 3pm I had not received a call, text or email regarding the installation appointment. I contacted Andres requesting my account and order numbers, which he sent me via text message, and I went to the Frontier website with the information to check on the status of the installation. The website showed that I did in fact have an appointment scheduled for Thursday 8.23.18 between 1pm and 5pm. So, I waited up until it was 10 minutes to 5pm to contact Andres again via text to inform him that a tech had not shown up and I was never contacted for service installation at all.
I contacted Frontier communications directly to check on the status of the installation appointment and the rep on the phone explained that from the notes she saw, the tech showed up and tried to call me but did not get an answer and that he rang the doorbell to my apartment but got no answer from me. I fully disagreed with the rep, for the following reasons; 1) I had been watching from the Window for the Frontier Communications truck and had my phone glued to my hand the entire time. 2.) The apartment complex I live in has a unique doorbell system, it has a screen where you are to search for the apartment you want by resident name or apartment number and when you find the person or apartment you want to buzz, it actually rings the residents phone to which, upon answering the buzzer via phone, the resident can simply press option #9 to buzz the guest in to the building. Again, I had my phone in my hand as I sat by the Window patiently awaiting the Frontier truck. 3.) I did receive calls and texts from other people and their calls made it through ok, if I saw a Frontier truck out of my window, calling me probably would not have mattered as I was prepared to go down to the main lobby and personally let the technician in to the building.
The representative verified that the telephone number she had on file was in fact incorrect and went on to contact the dispatch department to get more information on the situation and to see if my installation can still be completed. I was on hold about 20 to 30 minutes, the representative would periodically check in with me and explained she was on hold with dispatch. Dispatch later come to the phone and the representative explained to me that the tech had already gone home for the day and that my appointment was to be rescheduled. I was amazed at how the service tech missed me completely and mere minutes after 5pm, he made it home and was not able to complete my 1 to 5pm install. The representative in an almost monotone or numb sort-of-way says, "I found you an appointment for install on 8.31.18 so hold on while I add you in to that date". I laughed on the call and told the rep to cancel my appointment.
Andres text me back an hour later (after I tried to reach him prior to 5pm) to ask if a tech had shown up. I explained the situation to Andres whom responded to me via text stating that he will bring this up to the technicians supervisor and then proceed to make statements along of the lines of "If I had known, I would have gotten you an appointment for the next day or weekend", not sure if he was trying to make me a promise, or just saying this for appearances, but it certainly wasn't a "let me work to get you an appointment for tomorrow", but a lot of "if I had known, I would have done this". Seeming as if he was only speaking in what seemed to me as 3rd person, I initiated and asked if he can roll back the installation and reinstate my service appointment for the next day or over the weekend. He said, "let me get with William first thing in the morning". I have no idea who William is, but this was the name he mentioned, and I waited for Andres to get back to with the status.
Not hearing from Andres, I reached out to him a little after 9am on 8.24.18 Friday. Andres informed me that "William" could not make any promises but that he would see if a tech ends up free on appointments and send that tech to complete my installation. Around noon, I asked Andres via text if I would be contacted prior to a tech coming out, he answered that "William" would make sure they contact me before arriving. close to 4pm, I checked back in with Andres who said, he just spoke to "William" who stated that Friday as well as the weekend were completely booked up and that there was no way they could get me installed.
Frustrated, I asked Andres if there is a service where I can go to a local Frontier Communications location and simply pick up a modem and plug it in myself. He explained that there is no such service with Frontier, Andres then went on to explain that "Sam" a local technician in my area has my order information and will request that my order be assigned to him so that he can come out and complete my internet install.
Moments after Andres told me this via text, I went to a competitor’s website and signed up for service, I was given a next day install date and received an email, text message and spoke with a service rep confirming my appointment. I was installed next day as promised and informed Andres to cancel my order.
I placed all my eggs in the Frontier basket because I have experience with their FiOS technology. In my experience working home internet sales for FiOS and during my time working for another home internet provider as a tech support rep and dispatcher, I know the level of service a customer would expect, and in this situation, Frontier did not live up to those expectations.
It was already a discomfort giving my whole social security to a sales rep over the phone whom I did not ever meet (the competing company I went with never asked for my whole social) and it was disappointing that I attempts to get me appointments never came close to even happening.
The only thing I got from Frontier was an account and order number and a service install date. Almost every (if not all) other home internet providers gives some form of communication and I received none of that, which already had me question my appointments validity. No text or call, no email, and I had to reach out to the sales rep to get my account and order number information, this all seemed questionable to me.
Then to have a tech, no call no show, on the appointment, but to "go home" in such record time and then to not have any way of assisting me with my appointment but rather, scheduling it a week out as if I would just be content with that, was unprofessional. While the sales rep Andres seemed nice, I felt there was a lack of going above and beyond to help the situation. To text me stating things "If I had known" or "If it were me, I would have...", instead of "I will do this for you" or "Let me reach out to my peers and seek a resolution for you", I couldn't help but question if he was just talking to sound good, or actually trying to reassure me on something. I did not expect to have to initiate him taking some action on his words.
In my experience, as a former sales rep for home internet services when an order for home internet service is placed, the customer is handed all account information and I would verify with the customer that all information I have is correct. As a former dispatcher I would make sure all appointments are properly spread out evenly for the install techs and when the install tech is unable to reach a customer, they would contact me, their dispatcher and I would make an attempt to reach the customer up to 3 times, before advising the install tech to move on to the next appointment.
Furthermore, in the event the customer gets back to me in time, I would work with other technicians or contractor technicians (if available) to go back out to the missed customers home. If it is just outside the shift of the tech, I would work with their supervisor to see which of the install techs can go out and complete the installation on approved overtime or adjusted time.
I saw no such professionalism in Frontier on any of these things and the experience truly disappointed me which has led me to write this review. I did try but could not find on the Frontier website where I could post this review about my experience, so I am leaving up on sites like Consumer Affairs.
It's possible that I may have been unlucky, and others may not have had such an experience, most people I explain the situation to were surprised to learn the company I had this issue with was Frontier, and I honestly understand them. I am still surprised myself on the whole situation and that it was with Frontier. I hope such a thing does not happen to another customer and I hope this review will be referenced by Frontier in some way to make their level professionalism better for the future.