Frontier Communications

Do not go with Frontier, they are a horrible company. They give you the run around, drop your calls when calling in, have *** service, and most of the time your internet won't work or will be slow. Their customer service is horrible too.

Horrible customer service and tech support. Was very good when *** was in charge. Since Frontier took over it is gone only downhill. They won't even let you cancel your service without numerous phone calls. They have hung up on me when I was in the process of telling them I didn't want the service. They continue to try to keep you on and then mysteriously the phone disconnects. I don't think I've ever dealt with such a scrupulous company before. I hope this helps people thinking about becoming a Frontier customer.

They Let another company take over my account.
I tried to cancel 3 times. The 2nd time cancelation dept. confirmed.
stated my final bill would be sent out. weeks later turns out service
were not turned. I was told that the new my internet provider was coming out on 9/4
to disconnect the line so they are leaving all services on including TV services due to bundling??? ( I have had *** for 4 weeks now and they are aware of it)
I am not allowed and do not have the right to cancel my services and I am still responsible
for payment. failing to pay will go to collection. Unbelievable, I was also told they don't have any
corporate employees to talk to, or HR dept. to file a complaint. best she could is have the floor
watches over them call back. never happened. Its not the money now ,its How the ***, and the State allows these company's to treat the residents like this
defiantly leaves a bad taste in mouth.
Worst yet I 1st tried to go with another high speed customer but their not yet allowed in my city. we only have 2 services.

Frontier provides very poor customer service and even worse internet service. It the the only option for my area for internet providers. I had to call 5 times to even get a technician scheduled to come to my house. I have not had internet service for a week and a technician cannot come and fix my problem for yet another week. I have been on hold a minimum of 20 minutes each time I’ve called and have been disconnected during my wait 3 times. Something must be done better our options for internet as residents of WV!

We started service with *** which was changed to Frontier in our area. Frontier left the *** equipment after the takeover of programing and billing. During an electrical storm 2 of the 3 cable boxes we have are no longer operable. I have called to have them replaced 5x's. Initially the service rep came out and got the DVR to work and the internet but not the two other boxes. I have been told by Frontiers scheduling department for technical service rep, that the technician can charge whatever he feels like if he comes out to replace the inoperable boxes. I asked what would constitute a service charge, and was told what ever the technician feels like charging for and whatever the amount the field technician feels like charging. I asked to cancel the 2 boxes and have been told 3x's now that they can't cancel the inoperable boxes since it's grandfathered *** account. That there is nothing they can do. So I am now left paying for Quantum Enhanced DVR $22.00 a mth, *** TV Ultimate HD $99.00 a month AND Quantum Enhanced 3-room pkg $29.99....for one hook-up DVR in one room.

I was with Frontier for three years. What a joke. First year was fine and my promotional rate was to expire. I called in to renegotiate another rate and did so for another year. Six months in, my bills began to go up. I called in and was told that the computer system begins ratcheting up the costs to prepare you for when the agreed upon rate expires. It took three calls over two months to get that straightened out. On the last go around when I went to negotiate a rate for another year, I was on hold for 45 minutes while the representative said she was getting me the best deal possible. I wasn't thrilled, but agreed to the terms. Let's face it, after being on the phone for over an hour, (45 minutes of it on hold), anything begins to sound good. Stewed upon what I was put through, and decided to switch providers. Cancelled service, returned my equipment and held onto final bill because I figured it would be adjusted because I only spent 20 days of the month long cycle. They adjusted my bill by tacking on another $38 over the normal monthly charges. Called to talk to a rep, but couldn't get a reasonable explanation. I think every time I had to call them to discuss something, it was at least an hour each time. I could continue to go into more depth, but figured I would just note the highlights.

Worst customer service. Gimmick pricing with hidden terms/conditions. I would change providers in a second if I had a choice.

deposit was paid on July 23rd 2018 and Im 45 phone calls later and 6 no service appointments and now a disconnect of internet after only having it 10 days. I have never been through so much just to receive services. This has been just horrible and unprofessional, I been told different stories transferred to any department and hung up on and just lied to over and over again.
if calls are monitored why has noone reached to to us to resolve this situation 46 calls

Made an appointment for new service installation, 15 minutes prior to 4 hour window ending I called Frontier. The representative assured me the technician world be there. 30'minutes after the window ended I received an AUTOMATED call to tell me they had rescheduled the appointment. Obviously this did not sure we with me so I called. The representative sounded surprised I was so upset. They offered a 25 dollar credit for my time. I'm sorry but I just missed a half day of work and they want me to do it again and take a chance they don't show... 25 dollar credit doesn't cut it. Wave the installation fee and we can think about it... Maybe. I cancelled the order, at least I'm lucky enough to have a choice. I won't even consider Frontier for a long time if ever.

0 STARS
Unreliable customer service.
Poor internet connection all the time or none at all.
Scheduling mixups or no shows for repairs.
Over an hour wait time to actually talk to anyone that works for Frontier!
Did not have a choice when Frontier took over ***.
Takes 3 days or more to get someone out to fix the problem or problems.
I could go on and on.
If you have a choice in who supplies your internet service,Do Not pick Frontier!

I have not only worked in customer service in the past, but also had my fair share of customer service experiences and this is by far THE WORST I've have ever dealt with. Long story short, they are shady. Rude and unhelpful customer service reps that lie to you and give you the run around after several calls, scheduling installation is a joke as techs don't show up and don't call, they LIE and take your deposit only to tell you after multiple phone calls, transfers and hours of your life later that they don't offer service in your area. The best part? It took them all of 15 seconds to take my deposit, but it will take 90 DAYS for me to get my deposit back from them because they don't offer service in my area and didn't bother to tell me that when I set it up. This company is a bunch of crooks with unethical practices. I have yet to read one positive review about Frontier on any site- NOT ONE. I have filed a complaint with the Revdex.com, but they already have an F rating with them so not sure what good it does.

My 87 year old blind mother was moving to an assisted living facility. I planned the whole move around the date Frontier said they would put phone service in her apartment. The phone is my mother’s life line and she was very anxious moving after twenty five years and the first time in her life alone. The technician put service in the wrong apartment. He then closed out the order. When I called Frontier to let them know there was no serviceuv I was told the order was completed and I would have to start a new order and phone service would not be installed until September 4. I said that was not ok. It was not a new order I talked to at least a dozen people with six promising to resolve the situation and return my call which never happened. I was able to talk to one supervisor who told me “Frontier did not force my mother to move” and that the date they told me (August 27) was only if they didn’t run into trouble. The trouble was the technician installed service at the wrong apartment. When I asked if he thought that might be a need to know he hung up on me. I would never have moved her if I knew that date was just a maybe. Also it meant Sept 4 was a maybe date if they didn’t screw up again. I called *** to install new service which they could do August 30 and told Frontier to reinstall service at my mothers home of 25 years which would enable her to keep her phone number with *** Service. Suddenly I was told it could be installed that day. (9/28) I was put on hold and over an hour later the line went dead. Now today (9/29) I was told it went to a Medical Escalation department and would be turned on today or the latest tomorrow. I spent over twelve hours on the phone with Frontier. I possibly will have service 3 days later then promised. Another issue is that my mother had to give permission for me to talk to Frontier on her behalf. After the supervisor hung up and I called back I was no longer recognized as being able to talk on her behalf. I said I had been doing so for two weeks and she said that it would be against federal regulations to remove me so I had not been. I kept her on the phone by explaining the situation and asking if she was calling my mother and me liars while I drove five minutes to my Mother’s assisted living facility to have her again give permission. I will be following up on filing a complaint on that action. As a side note I’m in a wheelchair due to Multiple Sclerosis and also have congested heart failure. None of this has been easy for me and has exacerbated both diseases.

Ever since *** sold out to Frontier, we have had nothing but problems with this company's landline phone service! It is the worst! The equipment in our area is old and in need of updating and we lose service every other month just about and every time we have rain or wind, we lose our service. And then, on top of that, they take days to come out and make the repairs. We live in a rural area and are hostage to this phone company. You can't talk to a supervisor and I've been told by "customer service" they will not return any call, this is no way to run a business, especially a phone company. I depend on my phone and cannot keep losing service like this. Something needs to be done about this company!

I give them 0 stars if I could. Worst customer service. We have been overbilled since the 2nd month. Spent countless hours on the phone and still not taken care of.

I had an issue with my billing. I was apparently in a promotional period that I didn't know anything about, and because of it, my normal bill of $191 was upped to $265. They said there was nothing they could do this month but if I pay the extra amount, next month they will ensure that I have the same deductions and credits. I pay the bill and the month after, my new bill is now $220 - $30 more than we agreed on. So, I try my best to speak with billing and they explain that they can't help me because I have the cheapest rate. My bill is due 7/31, I receive a letter in the mail on 8/7 stating that If I don't pay this increased amount in 16 days (not even 1 month late yet) or they will cut off my service. So yesterday, 8/24, they cut off my service and tell me that I can't have it back on until I pay this amount. I pay it today, with the promise that my service will turn back on in a few hours. I get transferred to the retention dept and they explain that they cannot turn it back on like they agreed because someone marked my account as wanting to cancel. I spent 2 hours and 42 minutes on the phone explaining my situation to so many different people. The last man I spoke to, named David assured me. if you pay this balance, we can repackage you and I can get you down even lower - to $150! Well, clearly, I paid my past due balance, no one has any recollection of our conversation and he apparently notated on my account that I want to quit. so even though I paid the $220, I don't have service and I can't repackage my amount for a lower cost as he promised. I would have to wait until Monday to talk to someone about my pricing.

They cut my service off after being only 23 days past due (even though my bill clearly states that service interruption happens after 3 consecutive delinquent months.) . They promise to repackage for lower rates 3 times and never do, every time I call, I get a new answer on my situation. They have bullied me into paying this rate and I still have no service after paying them. I have never had any other cable company and I have never ever missed payments or had my service disconnected. I am extremely hurt and disrespected. I completely intend to cancel.

I had Frontier for my home for a few years but then moved to a new house. Before I moved, I called ahead of time to set a date to cancel my service at the end of the billing cycle before our move out date. First, I was told I could not do that which was a straight up lie. The second person I spoke to told me that it was possible and that they weren't sure why I was told I couldn't. While speaking to the second person to cancel it, I payed my remaining balance in full at the end of the billing cycle to ensure that I didn't owe anything. I continued to get bills showing I had a balance so I called them every single month and was told that I was fine and didn't owe anything. Frontier decided to go to a collection agency to collect money that I did not owe. Then they tell me they can't do anything and that I have to resolve it myself and undo their mistake by disputing it with the collection agency. They have the most absolute worst employees I have ever encountered and none of them know anything and just straight up lie to me literally every single time that I called. Stay away from Frontier because their employees are absolutely awful and will never be able to help or answer questions truthfully.

Frontier Communications increased my Fios Internet price by $16/ month without any prior notice. I called them, thinking it was a mistake and was told to look on my bill for the increase notification. However the Frontier associate also could not find any notification. She said I did not get notification because I was grandfathered with my original provider, ***.
I called back a week or so later after I had switched internet providers to stop Frontier Service. They said they would send me boxes to return my equipment, which I did as soon as the boxes arrived
Now I recieved a bill for the next billing period at the higher rate plus a $9.99 disconnect fee.
Frontier Communications business practices stink. I have read through their web site fine print which states that they can add fees, and change prices without any notice to the customer's bill. My payments were made on my credit card, with an email notification to the consumer. Their email gave no notice of their change of fees nor any fine print changes for which I should be aware.
I get nowhere with the internet associates on this and find my only recourse is arbitration or be sent to a collection agency. Others need to be aware of these practices.

The star isn't for the customer service from Frontier, it is for the Academy Award performance from the Frontier customer service representatives that promised everything but delivered nothing. I never even became an official customer of Frontier (for which now I am thanking my lucky stars) but rather I was a potential customer left out to dry while believing a tech was coming out to install internet/WiFi. Set a Saturday lead time window of 8 am to 5 pm. And yes, my happy butt waited that entire time. I even answered two courtesy calls from Frontier the day before the fantasy installation was to take place. The person on the other end confirmed time frame, said tech would call just before arriving. So Saturday starts. And I wait until around 3 pm to call to Customer Service to double check the techs arrival. Again, I was reassured that I was on the schedule. So now 5 pm arrives and it is no a no call/no show from tech. So again a call to CS was placed. "Matt" put me on hold to check the notes on the account. He left me on hold 15 minutes to check notes that didn't exist because I wasn't even a customer yet to have had notes to take down. "Matt" finally gets on the line and says "well we don't know what happened to the tech, but you will have to reschedule five days from now, but the tech will for sure show up then". So pretty much customers, even brand new ones, are left out to dry without much assistance or resolution. Just vague excuses and promises of $25 credits to accounts. $25? For my wasted day? And who knows if they would even show up on the next scheduled date, for which I would have to miss work. I ended up cancelling anything and everything. And tell me that I didn't have to go through the third degree to get that done!! I had to repeatedly say "I am canceling and there is nothing more to add". Why I would have to say that more than once, I do not know why. And here come the promises of better service, credits, you are important to us-I understand pleas. Frontier can't even start off on the right foot for new customers.

This company is the worst at everything. Nothing about them should be in business with out someone going to prison . With as many complaints about this company why a government inquiry has not been done. Well I guess its time to see what our state governors can do to get something done . Never had this much problems with *** Phone services..

Wow I am reading the reviews and I can relate to all of the issues. No show no call tech on installation day and they couldn’t locate him. I also received a completely different than what was discussed and signed up for. I was just quoted a bill and it’s completely different prices and surprise surprise they have an installation fee on it and totally different Amount than discussed. I agreed to 57.99 for two separate internet lines and a phone and free installation for new customers. What happened I don’t know and on top of it they installed the line and it is at the lowest speed possible because they are saying that it’s not possible to have more in my area but there are others who have more in my area. It seems like depending who you speak to it’s a different story. No one is on the same page. It’s just crazy how this business is still afloat. Please a larger more reliable cable company needs to take this company over and fix it.