Frontier Communications

I am trying to set up service for a new rental house that I own. Reminder: I am a current customer in good standing with you.
I try to do it online.... your rates as advertised for TV and internet seem reasonable, but then I cannot process it because the 'credit check steps’ cannot find me, no matter what I put into it.
So I call you. We step through the process, and then you add another fee.... (the router), and then you add another fee.... (the set top box).... and then you add another fee, (the installation)...... So I stop there to go do some research and try and find some other options and at least understand what I am getting.
Next day I get an email from you about "Have you forgot something, attempting to complete the online order?"
So I try to complete it online again, get a little bit further only to get messages saying that I have to call you folks because the system 'cannot find me'
Did I mention already that I am a current customer of your in good standing with a perfect payment record and all of my information on file?
Yes I did mention that.
So I call the number today, and the guy talks to me about the order.... we start it over again.... name... address of service, SSN, phone, package that I want
I know the package that I want, TV+Internet, but he tries to sell me on phone. I do not want phone. I want internet plus TV, bowing into your ridiculous additional fees for equipment and installation.
Did I mention that I am already a customer of yours in good standing?
He then informs me, after the 'soft credit check' that you will have to mail me a form to sign and get notarized to finalize the order..... Am I buying a house or something? I offer to pay for the first 2 years of service in advance if we can bypass that step - but no, he cannot do that.
Did I mention already that I am a current customer of yours in good standing?
So I concede. there is no way I am getting service without following your rules and it is not like I can actually shop around for that variety of service providers that we have.... because we do not.
So I tell him to process the order and send the $*^%^#^% form out. He then tells me that they will also need a $269 security deposit to proceed.
You people sure know how to make someone's day work well.
Did I mention to you that I am already a current customer of yours in good standing with a perfect payment record?
It does actually sound like Frontier does not want my business. So guess what? You are not getting it.

TERRIBLE SERVICE I WOULD GIVE NO STARS IF I COULD

This company is absolutely horrible!!! I have no idea how they are still in business. They do not help their customers, they tell you information and then it never pans out. You ask to speak to a manager and you cannot speak to one. They say they will have the manager call you withing 2-48 hours and that NEVER happens. Seriously- DO NOT use this company. I would rather never watch TV again than go with them. A 1 star rating is too high but there is not another choice.

Simply the worst. Zero Stars.
I'm closing on the purchase of a home.
Frontier is incorrectly reporting to the credit agencies I owe a past due balance.
I call Frontier and they state I owe nothing (which is accurate).
I ask them for documentation and they state it will take 3 business days for an email to process. I'm assuming their ISP is Frontier so this actually makes some sense based on their horrible speeds that they advertise as "high-speed" (12 MB down on a good day).
So for three years this company has been reporting to credit agencies that not only due I have a past due amount, but that it is a month contracted amount that is consistently late..... even though I haven't had service with them since 2014 and have a 0 balance.
I cannot wait for this company to be replaced by someone better. They do not deserve business.

Long-time frontier customer. Always timely paid my bills even though the service wasn't always reliable. When we move homes, we went ahead and tried to keep the service since it was a known quantity, but Frontier did not offer services for our new home. So I call to cancel and they ding me for the cost of a full month of service even though we won't be using it at all. They say that they updated their terms and services last year so as NOT to pro-rate the cost. So, unlike most other utilities, they give you a going away present of nearly a full month of service cost even though you won't even be using it. Way to go Frontier, way to treat your long-time customers like crap!

Terrible communication with this company.. scheduled 2 installation appointments and no one showed.. still don’t have internet hooked up and my bill for a service I’ve yet to recieve is due next week. The departments don’t communicate with each other and they lie and don’t call you back...

They have the most trash customer service ever. I was promised for my internet to be transferred to my new house on Friday the 14th 2 weeks in advance. They dont do it I call they said they would push it back a day, whatever. Next day comes again no show call again and somehow the order for service was still "in pending" now monday. Monday comes I'm reasonably mad so I call I'm put on the line with some woman who apparently cant find anything or other about my order or need to switch then she transfers me to this absolute mn who couldn't tell the difference from a house number from a zip code even though I expressed the difference several times he still couldn't get it through his skull and I'm pretty sure he did it on purpose either way *** service I have online college classes and apparently my "valuable time" is worth nothing to them.

I would't even give it one star. I've had Frontier for a total of 37 days. I had to take four hours vacation from work to wait for a tech that never showed up to get the internet hooked up because the self install wouldn't work the way the instructions said. I decided to upgrade to the next internet level. I had to wait over a week for that to happen because of their four hour window and my work schedule. in the meantime the Wednesday before my upgrade date on that following Saturday my internet goes out. I called and spent 2 hours on the phone with three different reps, none of who knew what was wrong or how to fix, along with their techs they said they kept calling. The last rep tried to transfer me to customer service because they would have to change the ticket since they created it. I was disconnected but she called back. However, I was disconnected again and no call back. After 2 hours on the phone I didn't have it in me to call back. So I waited until Saturday between 2 pm and 6 pm when the tech was to have shown up. No one showed up. I called their tech support and they said I would have to speak to customer service since they created the ticket. Of course they were closed for the evening.
ADVICE...do not get Fronitier. I was previously a *** customer but the prices kept going up. I am going back to ***. They may be higher priced, but I've always been able to rely on their service and their customer service. It's worth the extra money. Trust me.

Multiple times we have been told that charges for service after we cancelled with Frontier have been removed. We continue to get bills from their collection agency for services after we switched to another company. There is something really wrong with this comapny’s Business practices.

Frontier is a company built on confusion and frustration for their customers. They do this so they can steal your money. I canceled my cable service 2 months ago via a chat. When I called to get a credit they said they had no record of that chat. They told me I had to "call" chat and get that information. When I "called" chat service they said they were in the process of service enhancements and could not provide that information. I asked when the enhancements were to be completed and they could not give me an answer. This level of deception and deceit is unconscionable to me. I will never use their service again. I wish *** had never sold to such a deceitful company.

there customer service ranks a minus 10. most ignorant uneducated people I have ever had the unfortunate pleasure to have to resolve a problem that they created. I would of given zero stars but you can't not fair to the rating system

My 87 yr old Aunt lives alone on a farm in the country. Yesterday She watched the State or County department do trimming along the side of the road in front of her house. After they left she started having issues with her land line. She lives in Ohio I live in Michigan 6 1/2 hrs away. I called this morning when I found out about this 09 14 2018 before 8am and turned in the issue at hand. The person was very attentive but when I told her this issue needed to be taken care of for Aunt lived alone she said she would escalate the ticket. Ready for this This is Friday by putting in an escalation someone can be out there to repair her phone lines by WEDNESDAY. ARE YOU KIDDING ME! THIS IS ONE OF OUR SR CITIZENS THAT NEEDS HELP AND IN 2018 THIS IS THE BEST FRONTIER CAN DO IS WEDNESDAY SOMETIME?

Worst company ever!!! I wish I could leave zero stars. If you are thinking about signing up for Frontier for your home and with a contract, -RUN AWAY! My 86 year old mom signed up for one with a one year promotion contract for cable, internet and phone. Monthly payments were set up to be drawn automatically to Frontier. After one year, instead of anyone contacting my mom about renewing a contract, they just charged her twice the amount of money for the month starting after the one year contract. Crazy! I contacted them and closed the account on Sept 5th. The Billing Cycle started on the 1st., however, they informed me that there was no prorating and we are now responsible for the entire month. What a rip off. And no consideration for a senior citizen on a fixed income. Never, never, ever would I use or recommend their service to anyone. Plus, the service in general had it's issues.

I have had frontier for a while now, years. The people at this location are great. However, the company is terrible. I went with them because they were seemingly cheaper than the competitors where I live. You get what you pay for folks, their fastest internet is trash and slow . Also, I had my bill on auto pay for years until they decided to up my prices without telling me!!! After which I had over $300 in late fees for a whole YEAR of not paying enough! I only noticed I had an issue because my internet was gone one day, what a professional way to alert your customers of an issue! I didn’t get notified of these changes ONE TIME. And they had my email, address and phone number on file. They are bullies and rob you of money, they do not help you when you call or try to resolve disputes. They say something like, “I can’t help you with that only customer service can” except customer service told me this was a billing issue, etc. I owed collections for late fees and other things for Frontier failing to notify me that my rates changed. I would have gladly paid the higher price had I known about it. Something I didn’t agree to or sign a contract for, interesting how they can just do that without giving a notification. It screwed me over because I’ve had that set on autopay for a long time now, I don’t think of it, I expected that it was paid since it left my bank account each month. Happy to find a different provider who actually cares about their customers (AKA the people who give frontier a company).

After multiple billing and service issues with this company, I finally decided to cancel my service. I was forced to become a Frontier customer when *** sold *** to them. I stuck around because they kept working with us on pricing and service until this July. After I had committed to a 1 year contract with them agreeing to a promotional price for my services, they buried in the last paragraph on the last page of my bill that they reviewed my services and that I should not be receiving the package that I signed my contract for and changed my cable package on me. After calling them multiple times to find out why and what and was there anyway to get them back at the price promised to me, I was told definitively no and decided to cancel, knowing there would be an early termination fee. I signed up with another company, got new service installed and cancelled with Frontier on July 8. On August 11 I received an email that my bill was ready, but when I signed into my account, it told me that I had no linked accounts with Frontier. I called them and asked them to send me an invoice so that I can pay the bill. On August 24, I called them again asking for them to send me the invoice. Still nothing. On September 4, the day my bill was due, I called again to ask for a copy of the invoice, only this time, the person wouldn't talk to me because I didn't know the PIN, which I had never given before and always confirmed my identity in other ways. She refused to confirm my identity using the other methods allowed and wouldn't help me. I asked for a supervisor and was left on hold for 20 minutes before hanging up. I called back 10 minutes later, and was left in a hold pattern for 15 minutes. All I wanted to do was see what I was being billed for so that I could pay my balance and no one wanted to help me. Yesterday, I received a statement stating that my account was past due and if I didn't pay by the the 16th of this month, they would send me to collections. After talking to the only nice person I have ever encountered at Frontier, who tried to help me to no avail, I had to pay the bill over the phone without seeing the itemized invoice to avoid collections. Today, I get an email that my bill is due by Oct 3. I'm beyond disgusted with this company. I will never again use them for services, or recommend them to anyone. If they were the only thing available in my area, we would be off the grid because they are that horrible.

I wish there was negative rating for Frontier, horrible customer service.
Waiting for over 3 months for them to fix billing issue, remove the charges for the services that has been discontinued.
On top of that they keep on adding fraudulent charges of equip not being returned even when their rep over phone has been confirming equip had been returned to them.
Solution from phone reps is just wait..... completely unacceptable that customer has to wait 4 months (hoping) next billing cycle they will fix it bill

This is by far the worst company I have EVER worked with! Our bill went up without notice. We have to reset our router every hour. Customer service wait times are unreal. My private message sent vi Facebook was never responded to. Every representative I spoke with gave me a different answer to why our internet connection was so poor. Last night the representative couldn’t answer any of my questions, talked over me continuously, then disconnected the call mid conversation when I was inquiring about different options available. I then called back today to cancel the policy. The representative stated no notes were made for my previous phone call. I was advised we have to pay a $9.99 disconnect fee. At this point I’d pay any dollar amount not to ever have to deal with your company again.

Worst company ever. Every representative I talk to says something different. Have tried 3 times now to upgrade our speed from basically dial up speed. Very long and frustrating journey. Many wasted days off work. Now today they don’t even show up. They finally said all their ports are broken and we can’t get a higher internet speed. Worthless, frustrating, exhausting ordeal.

Customer Service, Technicians that come out to your home, appear not to be vested in the company. They give times, date technicians will come out. Call later after the time has gone by, and they told us we did not make a call for service. Customer Service number offers an option that they will call you back "in the order you called". When pressing 1, you get sent to another option, "enter date and time you want to get a call, you may not hear from us, it could be the next day." My internet has not worked since August 5, 2018. I have had 3 technicians out and each said it was something different, got it working while they are standing there and within an hour, no longer working. What about the "boxes" that are outside, that is some type of "sub station" where they hook up lines. When were these replaced. I was told that many of the connections were broken when one technician was out. What has happened to Frontier? Do they train anyone for their actual job? I want to talk to a supervisor, but customer service can say what they want and the phone system they have you cannot go anywhere that they don't want you to go. Considering letting all my 5,000 *** friends to get rid of Frontier. Never thought this day would come... but it has. FRONTIER - GET YOUR ACT TOGETHER......

I was supposed to begin service on Saturday, September 8th and waited all afternoon for them to come by and perform the installation. Supposed to be by between 1PM and 5PM but no show. Not even a call! Haven't heard anything from them yet...thanks for wasting my day off.