Frontier Communications

Please Stay away from Frontier communications internet services. Signed up for the service in 1/2018, had a date for the installation and the technician was a NO SHOW. That was the FIRST RED FLAG. I waited a few days to finally get internet. Every month since then, I have had nothing BUT problems, from calling to trouble shoot and having a technician come out. Then on 7/28 the internet stopped working. I called SUNDAY and a technician was schedule to come out and fix the issue. APPOINTMENT WAS SCHEDULE FOR 7/30 IN THE MORNING, BETWEEN 8AM-12PM. NO CALL, NO SHOW. CALLED AT 5PM AND THE TECHNICAL SUPPORT DEPARTMENT HAD NO CLUE AND THEN FINALLY SAID THE GUY IS SCHEDULE TO COME OUT ON 7/31?? WAITED, CALLED SEVERAL TIMES ON 7/31 AND STILL DID NOT GET AN ANSWER AS TO WHAT TIME THE TECHNICIAN WAS COMING OUT. ANOTHER DAY, NO CALL, NO SHOW- I FINALLY DECIDED TO CANCEL THIS HORRIBLE SERVICE ON 7/31. THEY DESERVE A ZERO RATING

I became a Frontier customer around August of 2016 because they were seemingly the only option for internet service in the area that I moved to. The speed and reliability of the internet service was about average, but about a month later my internet was suddenly cut off. I never received a statement in the mail, email, or phone call to give me notice that the bill was due. I called customer service to resolve the issue and they told me that my internet was cut off because I had indeed not paid the bill. Customer service had difficulty finding my account because apparently the person who originally entered my information during sign up had replaced my last name with my wife's maiden name, therefore my real full name was no where on the account (I still have no idea how they could've messed that up). I asked them to update their records in order to correct the mistake and the person over the phone said he took care of it. Anyway, they were finally able to pull up my account and I paid the bill so that I could continue my service.
A month or so later the same thing happened. The internet was cut off without an invoice/statement in the mail, email, phone call, and at the time was unaware of any system online to check my balance. I called again to pay the bill and continue service. Once again they were unable to initially pull up my account because they still had my first name and my wife's maiden name mixed up even though I made the correction.
Soon after that I decided to cancel service because I found another company who offered internet service in my area. I called Frontier to cancel and clear any outstanding balance. Everything seemed fine and the agent on the phone verbally told me my account had zero balance.
18 months later, I applied to move into a new apartment and they ran a credit check on my name. The report said that Frontier had put a collections notice on the account because I'd owed them over $170 for unpaid service. Keep in mind that I still had never received mail, email, or a phone call telling me that I owed them any money. I now wasn't able to move into my new apartment until the matter was resolved. I called Frontier and paid the bill because I didn't think it was worth fighting over it and because I needed to finalize my move with the new apartment. I asked Frontier to give me a letter stating that I had paid in full in order to show my new landlord.
A few months later I applied for a small business loan. My credit report came back saying that I still had the collections notice on my credit report and that my score was effected significantly because of it. I'm in the process of disputing the item on my credit report and am waiting to hear back from *** and ***. In other words, I've had to put off opening my new business and am struggling to pay my bills until the matter is resolved.
This is a prime example of how consumers need to protect themselves by reading Revdex.com reviews and complaints before entering into a contract with businesses such as this. It sounds silly but Frontier has significantly negatively effected my family and I's lives in a way that I didn't realize was possible in a society that is supposed to protect consumers.
To sum up the review:
1. Wrong name on the account, which I repeatedly tried to correct.
2. Cut off my service without sending any kind of notice that my bill was due.
3. Put a collections notice on my credit report without informing me that I still owed money (I'm still not sure I really owed them anything as I've still never seen a bill/statement).
4. Never removed the collections notice from my credit report even though I paid.
5. No one from customer service acts like they care and constantly transfers you to another agent with equal indifference.

Having worked in the telecommunications industry for seven years, I was very unhappy with the service I received from Frontier, specifically as it relates to when I first signed up, my final bill, and the disposition of the router. When my contract ended with ***, a Frontier rep told me that my cell phone number would be released to telemarketers if I did not renew service with Frontier. I did not want to be harassed by telemarketers, so I signed up. I have a screenshot of this conversation saved on my computer. Next, my final bill was not pro-rated even though I only had service half of the month. Also, when I cancelled service, I was not told that I had to send back the router. I assumed that the next occupant would use the router, so I left it there for them to reactivate the service. My company leaves equipment in houses for the next occupant to reactivate, so it was not strange for me to leave it there. I moved out of state. I did not find out that I had to send the router in until I called back in three weeks later about the last month not being pro-rated. No address was provided to return the router, and when I asked about who to complain to about the representative not informing me about this when I cancelled, I just got silence. The next negative thing that happened was that they wanted to charge me $100 for the router, which is a five year old router originally installed by ***. This router isn't even worth $10 now, but they want $100 for it. I asked if I could be given grace for this $10 router because of my five year history with no missed or late payments with *** and Frontier, and they completely ignored this and simply stated that I would be charged if the router wasn't returned. If this is the way they do business, I will not be doing business with them ever again.

This company is the worst at communication amongst its own staff even though it claims to be a "Communications" company. Never in my life had I had to battle so hard to have a bill explained and reassured multiple times that it had been scuttled. It wasn't until my 6th phone call and numerous promises that my bill had been settled that I finally received a Collections notice from a collections agency that I finally succumbed and paid the bill to avoid it going on my Credit report. This company is full of complacent liars and absolutely terrible customer service as well as promised service being provided.
I acquired service from Frontier for basic DSL Internet, but instead was signed up for bundled service even after I repeatedly refused the bundle package. Once service had been connected I checked my internet speed and it was extremely under what was promised for the speed I was purchasing. After speaking with a Technician I was notified that the company was unable to provide with the speed that I had been paying for due lack of infrastructure in my area. I understood and rightfully declined further service after 24 hours of having service provided. I called Customer Service to cancel the service due to the lack of ability to serve me and my needs that I had purchased. I was assured that I would not be billed for the 48 hours of service and that service would be cut immediately. The following week I received a bill that I was promised wouldn't be charged. I called Customer service another 6 times to scuttle the bill and each time I was assured by the Representative that the account had been closed and no bill would be seen. Well that was a huge lie to my face, and after continuous complaints and pleading to speak with Management I was told that I had to pay it or it would be sent to collections.
The Customer service agent was named Dillon and he told me per his Supervisor named Matt T. that I had to pay it as it is not in Frontiers interest to take care of their customers, and it is against their policy to remove accounts. I will be sure to report them to the Revdex.com, and will continuously encourage other potential customers to avoid ever doing business with Frontier Communications!

The absolute worst company to do business with. Customer service is horrendous. We are stuck on the phone for hours. They do not communicate with anyone, so you are stuck repeating the same story over and over to representatives that treat you like you are the villian. We were coerced into signing up for two years with the promise that our bill would be lowered. Not one representative told us that the price was only good for one year and then the price would more than double. When we call to complain they tried to do the exact same thing again. Told us they could lower the bill as long as we signed up for another two years, again never mentioning the price increase after a year. We were told a manager would listen to our recorded conversations and would call us back. Of course no one ever called back and when we called and spent hours on the phone with them again, we were told it wasn't even on file. We finally decided to cancel and have dealt with one rude representative over another. I would rather be cable/internetless than have to deal with this shady company again, absolutely ridiculous company.

Horrible customer service. Signed up for the 2 year contract and after 4 years you're still somehow under that contract. Called frontier and associate stated that There would be a $540 charge for cancelling.

Frontier charged my credit card for an extra month's service after we had already cancelled the service. It's been 3 months and I still have no refund, now they are saying that I will be refunded via a *** gift card instead of the check I was originally promised. We were conveniently disconnected when we stated we would like a check instead of a gift card.

Frontier internet and customer service is awful! Our advertised internet speeds are up to 6mbps, and we are lucky to get 1-2 mbps in our semi-rural area. Internet is spotty all the time, we constantly have to reset our router and call our tech to check our connection. They keep increasing our monthly bill without notice and when I call or chat in to let them know about it, there is no resolution. The reps claim they can't do anything about it and no supervisors are around to discuss. They take down my number to have them call back, and shockingly no one ever calls back. It is the most frustrating company I've ever dealt with and I have no idea how they deal with all the complaints and calls they must receive on a daily basis.

My internet service has been out since Saturday, 7/21. I called first thing when it went out, troubleshooted through everything, but because my cable was working, you refused to schedule a tech to come out. I was told if it was not up and working by 7/25 you would call to schedule someone. You did not. Instead, you sent someone without scheduling, they came, and guess what? I work, I was not there to answer, and you CLOSED my service ticket. When I called to find out the status of my ticket, the person I spoke to said there were none open, and I immediately asked to speak to a supervisor. That supervisor PROMISED ME I would have something scheduled this afternoon, because if not, the next time I will be able to stay home to wait around for one of your techs is NEXT Friday. He assured me there were no freezes in the area and there would be no problem getting someone out. It is now almost 4 p.m. on Friday, that supervisor is not answering his phone, and your customer service reps on the phone just keep telling me to "leave him a voicemail." Your twitter reps have informed me that there is a freeze on my area for escalations and I have had a service call scheduled for 7/31. Scheduled by whom? NOT ME. I work from home regularly and now have to leave my dog and her newborn puppies crated all day to go work elsewhere with wifi. If you were not my ONLY option for service I would be cancelling immediately, but since you are, I highly suggest you get someone out here to fix this IMMEDIATELY before I take my complaints to the state attorney general for lack of service for payment, and anyone else who will let me copy and paste this entire message into a little box on the internet.

Poor customer service! Outrages fees! Poor internet, phone service! Needs to be booted like

I lost my job in early May and called to cancel my 2nd home phone line. Was told I would have to pay a $200 cancellation fee as I was in a auto renewable contract which was up for auto renewal August 4...so check out the fine print on your contract. The first opportunity upon better data service from *** we will be cancelling our Frontier primary home landline and DSL services.

I cancelled internet service from Frontier 2 months ago. I was told that I was one day late in cancelling and would have to pay another month. When I got the next bill, I called to confirm that it would be the last and my service had been cancelled, which was confirmed. Another month later, I get another bill. After an hour and a half on the phone, I was told that I never cancelled and accepted another bundle, which is a complete LIE! 2 supervisors were supposed to call me back and I never received a call. I called back again to find out why I did not receive a call back and come to find out, they still had not disconnected my service. DO NOT use Frontier. It has been the worst customer service experience I have ever received.

Frontier customer service continues to be the worst ever.
1) I tried their "call me now" feature on the web - Representative called me but couldn't hear me so they hung up and never called back.
2) I called them directly and spoke with a rep with three questions:
2a) "I tried to change my email address online and it didn't take. Can you change the email address that you send bills to?" Rep: "I can't find that - sorry."
2b) "I tried to stop printed bills via the web site. They keep coming. Can you help me stop the printed bills?" Rep: "No. I can't seem to fix that - sorry."
2c) "I never got my free *** Prime promo. It has been 5 months. Can you help me?" Rep: "Sorry, I am having trouble with my phone"... and he hung up. He *didcall back and he *didsend me an Amazon Promo code ... but it had expired the month prior.
I hate this company SOOOO much!

The website is constantly down, so you cant pay online. It took five attempts to get online and link my billing to my account, a step that never should exist in the first place. Its pointless, and just causes more problems. It took over a month for them to come out and install the internet at my house.

I tried to be a customer but Frontier couldn't even get me set up for a simple internet plan. I was transferred multiple times, on hold forever, never received confirmation emails, given multiple account numbers that didn't make sense. Their service reps are cordial enough, sound professional, but are not equipped to do the job. They are so ineffective. I was trying to get a deal that was emailed to me - $100 Visa gift card with an online sign up. Their system would not work, just put me in a frustrating loop/glitch. I was instructed to call but no one could deliver. I even reached out to the office of the President to help get my service set up. You'd think they would want a new customer but no success (thankfully, now that I see other's customer experiences.) Just round and round in a frustrating circle. They advertise promotions that are impossible to get. Just crazy! I gave up.

Frontier charged me for Identity protection package for 10 months even thought it was removed. they will not refund me for the charges. I have spent many many hours with their worthless overseas customer service to try to get this resolved to no avial. They tell me every time that I should recieve a refund but it never gets posted to my account. Also, the communication wires cross my neighbor's property and are literally on the ground on his land. They have been told many times of the the last 12 months to raise them and they refuse to do it. They say they will but never show up. My neighbor cut the line with his bush hog and they were four days getting out to get me up and going agian. The speed is horrible 3 m at best. Constant disconnections!

I have been without landline telephone service for almost 3 weeks. I'm told my entire area is having problems. When I asked about a bill credit they said I would have to call them once service is restored. !!!! Customer service awful
This is the only way to make calls since cell phone service doesn't reach our area.

Yeah so I probably should have read the reviews on this company before I signed up for service. I definitely could have avoided this experience. Attempted to set up service due to the internet speed and price. Apparently someone who lived at this address had a previous balance. So in order to get service in my name I needed to show proof the balance wasn’t mine. This took FOREVER.. I sent an old water bill via email 2 times. That was not good enough. I then had to fax and proof of Id and finally after 3 faxes it was supposedly cleared up.
So on Wednesday I chatted with Jennifer S. who set up my installation for July 24. I was required to pay a $72 deposit. Supplied my card information and was sent email confirmation. Wednesday evening I attempted to get gas and discovered instead of $72 being drafted, $849.53 was taken! My purchase was declined and I was left with $12 in my account.
I immediately emailed Jennifer and explained the situation. I was assured that only $72 had been drafted and that it was a temporary hold which would fall off on Thursday. I called my bank and was told there was no temporary hold and that the entire amount was drafted. I was therefore unable to dispute the transaction. I called customer service and was told I would have to show proof this happened. I did not feel this was right and when I requested to speak with a supervisor I was hung up on after being placed on hold 20 minutes. I was unable to call back as the center was then closed which was pretty convenient.
Thursday I called 877-and spoke to Ramona ext 1230. I explained the situation to her. She verified the previous balance was not mine and that the funds were taken from my account in error. She assured me that the refund was processed immediately on her end but could take 3 days to post depending on my bank.
Called my bank on Friday morning and there was no deposit and no reversal. I called 877-again and got Alicia? She took my information, promised she was working on it and hung up on me. I called again and got Austin. Austin was not helpful and basically told me that he couldn’t do anything. I requested a supervisor. While I admit by this point I am extremely agitated and fearful I will have no money over the weekend, the supervisor I spoke with accused me of the error. She said that I would have to wait 3-5 days for a refund. This was UNACCEPTABLE! She spoke over me as if this was my fault and then hung up on me. I called back and got David who promised to call me back and I was never contacted.
I don’t even have service yet after agreeing to a 2 year contract and have had literally the worst experience of my life. I do not have service yet and this is my welcome to Frontier? My account was emptied to pay a charge that was not mine and my money has not been returned to me. It is Saturday morning and I will be forced to make it an entire weekend with $12! I only wanted internet service and will STILL be required to pay $75 for installation. How is something that was not my fault casing me such a hardship. The service has been terrible, no one has listened to my concerns or has attempted to care. I can’t pay my bills, buy gas or feed my family. I will post this to every site I can find to let the world know just how awful an experience this has been! I want someone to contact me. It’s been 3 days and I should not have to wait on money that belongs to me! Still don’t have my money going on 5 days..
Supposedly this was escalated to account resolutions. I was PROMISED a call back but nothing. Checked on status today and was told it would be another 24-72 hours. I have to wait on money that should have never been taken from my account. For service I STILL don’t have...

I am so sorry to have frontier communication as my service provider,every month I get a different bill amounts ,and have to call them .I was supposed to have triple play for $80 dollars a month including free DVR , and Ethernet modem for one year ,now they are charging me $15 dollars for DVR, 3 months in a row ,and I have to call them every months,and they tell me it wont happen again .I am so frustrated ,there customer service so bad ,as if they play a game with you to see who gives up first .

Every month I receive a bill from Frontier Communications and every time I am charged too much for the bill. I would not recommend this company to anyone.