Frontier Communications

Before I moved I had Frontier internet for $19.99 a month, after 7 months I moved and was told they would transfer my service and I would still pay the same amount for a total of 2 years. They were several days late setting up my internet at my new place, even though I ordered it weeks in advance and was hold for over an hour. Two months after I moved, I received a bill for $37 per month plus a $9 late fee (I had still been paying the $19.99, though I had not received a bill.) I did not call them after moving, because I am always on hold for at least 30 min. and transferred several times. Upon receiving my bill I called and have been on hold for over 30 min. and am waiting to speak to a Supervisor. I am told they no longer have the special rate and I will now be paying the $37 a month! Wow, how incompetent and deceitful.

As a long term *** landline consumer, I endured the transition to Frontier. I received phone and internet services. I am moving and called Frontier to change my service location. I desired a Saturday move date, and they gave me a Friday time slot. I've called multiple times to delay the transfer request by one week and again wanted a Saturday time slot. I was told that none are available (the story kept changing, probably to appease the consumer, me) I was then told the "switch" occurred today, 4 days before the original scheduled time. I pressed for the reason, without an explanation. The rep stated she will notate the account. I asked for what purpose as I have the phone line to maintain a security system. No rational explanation- and I had to press for what a "switch" meant. The internet system was slow, and with my conversation with the rep at Frontier, I stated that legal action could occur if there is a break in- at that point, all conversation stopped and I was told she could no longer do anything because of "legal action" At best, I pressed for a phone number, which becomes a fast busy. At best, I will try to port my phone number to ***. With reading the reviews, I will probably be hosed with trying to cancel services. When on the phone, they don't even have the busy hours on the voice mail prompts. Totally out to impact the consumer in the most negative way. Businesses get what they deserve - a loss of consumers when they do not have educated staff, or staff that is knowledgeable. Very poor service-

called to change carriers after an hr or so agreed to the charges -we were supposed to get a copy to show what the 2 yr contract entailed -scheduled the installation - less than a week later no information - we called and talked to three reps - no record of call nothing we were told was correct esp the total price etc cancelled installation - -with all the alternatives to cable companies you would think that their first interest would be to keep the customer satisfied -this is a very dishonest company - don't trust a thing they tell you = they lie

Unfortunately, I have had to suffer with Frontier Communications for several years now, as we do not have a lot of options for service in our area. They are the WORST for taking care of issues technical or otherwise as needed.
They have a technician (only 1 I know of) who is incredibly unprofessional and incompetent to get any work done in a timely manner!
Currently, we have been without phone and internet service for 10 days now!!! This is despite my request for an escalation due to medical issue of an occupant in the home, additionally there is an elderly person in the home as well.
While the service staff taking the calls are very nice, but really not able to anything more than take the information.
Also, no technician should ever show up unannounced and expect to gain access to the home. Especially when the communication from Frontier is that it is a line issue outside the home.
If I had other options I would drop this company in a heartbeat.
Their prices are very unreasonable, considering the level of service.

I've had a Frontier Communications land line for years. The only problem was when I thought unlimited meant unlimited and because of this misunderstanding I was called a phone abuser because I used the phone over my limit unlimited.
Then I decided to cancel my landline and they offered me a "deal". This new unlimited would mean really and truthfully unlimited and the price per month was decreased.
Next month- same invoice charge. Second month- same invoice charge. So, I called to get my new and better price. I was told my confirmation number did not exist and the plan that I got did not exist and there was nothing in my file indicating I'd made a change.. After a long period of time, I was told the plan did exist and I could get it. I was given a new confirmation number.
I decided to call back later to see if that confirmation number existed. It did. However, it confirmed that I was paying the same price as always. After a long time, I was told the new price was confirmed. This short call that should have been simple took about 20 minutes.
I think they deliberately made the waiting periods long by muting their phone and trying to out-wait me because during one long period (I think he didn't get it muted as intended) I could hear A. talking with someone else and the conversation had nothing to do with my problem.
I was told there was nothing I could do about the two months over-charge because I couldn't prove any change had been made.
I was told he couldn't verify our conversation by email or otherwise and there was no supervisor or manager to talk to.

My experience with Frontier Communication has been nothing but horrific. I cannot count the amount of times I have called them to resolve issues. If you are planning to receive any kind of service from this company, be prepared to do the same. The only service we had with them was internet, unfortunately, we didn’t have any other options. When signing up for the internet, I was given one price and then received different amount on my bill for about 3-4 consecutive months. Every time I would call to resolve an issue, I would get different answers and promises that we’re never fulfilled. After loosing some money in the process, it finally stabilized to one price for the rest of my stay at the apartment I was living in. Then it came time for me to move and everything went back to being worse than before. I did everything I could on my end to make sure I wasn’t going to run into any more issues with Frontier. I called them in advance and let them know the exact day I was moving out so they would cancel my service. I requested they send me a box for all the equipment I was renting so that I may return it on time. I also spoke with them about the final payments I would need to make so that I would be in the clear once I move. So, once I moved I never received a box for the equipment, having the history I had with them, I called the again, to make sure they send me the box, the lady on the phone told me to not worry about it, in their system, it didn’t look like I needed to return it, but I ensisted they send me one because I know how they operate and would want to do everything on my end to make sure I do everything correctly. I finally received a box and sent out the equipment. Along with that issue, I kept on getting bills, full month bills even though I had canceled service on the 9th. I payed them anyway. And then I received another bill for the full amount. That’s when I called them AGAIN. Keep in mind, I’ve never missed a payment or was late on one. Anyway, when calling them, I was told that I have already payed more than I should have. They told me to ignore the letters/bills I was getting and they would stop coming, the system hasn’t updated or something like that. Also, I was told, because I over payed, I would the receiving some sort of gift card with the amount I over payed. A few weeks later received another bill for the full amount and ignored it as instructed by the customer service lady on the phone. The next letter I received was from a COLLECTION AGENCY, for the full amount of 1 billing cycle, $44.99. That is what led me to write this review, I really wish I could do more to really get the word out or contact the highest person I can at the company. I had an amazing credit score, I never missed a payment and I got put on collection by this horrible, most awful company. Ofcourse I payed the collection because it was never about the money in the first place. But now my score is affected and I was planning on purchasing a home sometime in the near future. This just sucks. If you can, avoid this company at all cost. Frontier Communications is the worst possible company I have ever dealt with in my life.

The worst service imaginable. I live in Santa Monica, California. The service for Internet is terrible. When you call in, you are typically rerouted once or twice in order to get a hold of the correct person. When you actually schedule your service call, you don’t receive a confirmation email from them so that you have something to refer to when they don’t end up arriving on your service date. Typically, when a business is terrible you can take your business elsewhere and not waste your time complaining. Like if you don’t like *** then switch to ***. Or if you don’t like the service with dish network then you can switch to directv, etc. I wish I could go to another internet provider. But internet providers have no competition, they have a monopoly on areas, and typically there is one internet provider per area so you have no ability to switch providers. That is the fault of the government for letting these internet providers to become so big and not promoting and investing in new technology so that we can choose between multiple providers. That way the service will get better, we can have set times for appointments (not a 6 hour window on a work day) and we can choose competitive pricing.

Frontier is the poster children for a company that does not care for their customers. They have no care for their customers and it all starts at the top. Calling their leader a leader is an insult against leadership. We have unfortunately been a customer for the past 15 years and there customer service has been extremely poor, so at least they are consistent.. We used to have their internet and finally gave up that service was worse than their phone. We had "high" speed but only if you considered .02 meg as high speed. No amount of complaining made any difference to them. By the way you need to change your rating system just for Frontier so that "0"s and negative numbers can be used.
We have been with out phone service for about 1 week now (phone work for a while, then out but mostly out, even has message that "The number you have reached has been disconnected....". Called in they issued a ticket SSN*** but one day later fixed, 1.5 days later out again, called back in this time said would be fixed in 2 hours asked to speak to supervisor got hung up on. Called back in 2.5 hours after first call, person never logged my call, no ticket issued, got this time at least go a ticket number *** remains to see if they will actually fix it or just cross out.

For a year now, Frontier have repeatedly lied to me and continue to overcharge for services. For more than 4 times in the past year I've spent hours communicating with supervisors that tell me one thing and then charge a totally unbelievable higher price. In every call, I make notes of the person I talked to and the details of our discussion/agreement but a month later I discover that none of them (agreement for exact amount of future monthly charges) are kept. No apologies, no accountability, no effort to honor what was promised before. Attempts to request company to go back and listen to phone recordings (at three different times) have repeatedly failed with excuses such as there was an error or data has been corrupted or some type of other excuse.

I agree with the rating on this business. When it was *** everything was great. As soon as Frontier took over (don't you love it when companies are taken over?) the internet connection became poor. The issues have never been resolved. But, the biggest problem has been their despicable customer service, complete lack of concern for their customers, and they way they suddenly raised my bill for internet only to $94 (from $64 the previous months). As soon as I find a way to extricate myself I will get away. To say that their business practices are deceptive does not adequately explain how these vultures prey upon others. No words describe the ordeals they put you through to rectify problems, except to say their practices are defraud customers.

My wife and I created a Frontier account several years ago to provide internet services for a disabled friend (we use *** Since we created our account the services have been a nightmare, in particular related to billing. First we enrolled in a promotional price that Frontier failed to honor. We ended up having to file at complaint with our State Attorney General's office to resolve the billing. Frontier claimed that our rate was conditioned on enrolling in autopay but we had actually done this. Fast forward, after this dispute was resolved, Frontier began raising our prices each month. We called, they agreed to put us on a new promotion at a reduced rate and thereafter continued to charge us the higher rate each month. We would call in, they would apologize, they would reduce our bill for that month and represent that it would stay that price for the next year, but then again they would increase the rate the very next month. I would not recommend Frontier to anyone looking for internet services.

I leave 1 star only bc it is not possible to leave ZERO stars. Land line ph and internet service have been out for weeks in area with no cell service. No repair date in sight. Slow and disinterested does not begin to describe Frontier’s “service.”

Yesterday 7-5-18 I called three times before getting the original answer I was supposed to get all along ( that was supposed to be in the notes) the first two calls both told me something different told me they couldn't do what was supposed to be in the notes from that morning.. the first guy called back the other # on the account and told him well I found the note after she told me she would call back later. The second guy said no we cant do a deferred payment plan your account isn't in bad enough shape and they just changed that policy if you can pay X amount today it can all be resolved. I said No i'll call back later because I was not supposed to be paying more than $60 after the fee yesterday to fix my account. Over all I waited 15 minutes the first time for someone to pick up, the second time was 35 minutes and the 3rd time was 8 minutes max. Once I called back the 3rd time I was livid. I said before I even give the account information let me tell you how today has went, & I proceeded to tell him about all 3 calls throughout the day. He apologized said I shouldn't have gotten 3 different answers he looked at the note and said oh yes it is right here mam, let me go put this in myself so I know it is correct and I will be right back with you and he fixed my account in 20 minutes when I had to argue with the other two for 20 minutes alone. I did not get the first two names but they need to figure out how to read notes and to be up to date on how to fix accounts and not try and force the customer to do something else. The 3rd guy that I talked to, was Matt and he is out of the Charleston WV collections for Frontier very kind and helped fix my terrible day with frontier. THANK YOU Matt from Charleston WV!!! (:

Absolutely horrible customer service. Their online chat tool is almost never available, the website and mobile app are complete garbage. They promote features that don't actually exist and even with auto pay set up a payment somehow was missed. The only reason I use them is for the fios internet. I wish fios here in Florida was still owned and operated by ***. I never had a problem with *** and they always had the best customer service. I still don't understand how Frontier was even able to buy some states from ***, or why *** would sell said states. They're lucky fios is better than cable or I would not be a customer.

I was contacted to change my phone/internet service from $110 a month to $70. I was like ok sure I'd love to save some money. They sent me a new router, which I installed and everything went good. a few days later I had no internet. I tried the unplug the router and turn it back on and still nothing.
I called Frontier and they had me do the unplug thing over and over while they tried to reset my system. This phone call was about an hour. They said there was nothing they could do and they would send my issue to a higher lever.
Next day someone called and left a message (since I was at work and couldn't answer) and said they didn't know what the problem was they were sending a technician on Monday between 12noon and 4pm. I called back and said I work Monday through Friday 9 to 5, as most people probably do. After going around and around with them I got an appointment window for Saturday 11am to 4pm.
So great now I get to waste a weekend with all of this. The technician showed up around noon. He was super nice and great. He walked up to the box on the outside where the fiber cable connects to and was like I see the issue and fixed it in less than 2 min. He said when they switched my plan the system defaulted to a different input. He said when I called they should have been able to see it and fix it right away. Even he was surprised and shaking his head.
So I called back (another hour wasted) to get credit for having no internet for 6 days. They gave me $7. I was like that's it for all the time I wasted with all of this and Frontier was the one that caused the problem. The customer service person was like that's all you can get.
Bottom line terrible customer service. I have had the same number in this house since the late 50's early 60's. It used to be *** and before that ***. Frontier is terrible. I am going to transfer my number and go to the cable company that offers phone/data just so I don't have to deal with Frontier ever again.

Frontier has been nothing but a nightmare to deal with since they bought out *** FiOs. I placed an order to have service moved to our new address (which was also an upgrade in service). The morning of our move, the technician went to the OLD address and performed all of the work, as that's how the Frontier rep placed the order. When the technician arrived at the new address, he informed he that he wouldn't be able to complete the service order for the new address. When I called into Customer Service, it took an hour and a half JUST to get another service order completed for the NEW address, but despite their screw up, the earliest service date they could give me is two weeks later. They are also refusing to waive the "installation fee" even though we have been extremely inconvenienced. It's really a complete joke. Not only are we having to wait two weeks due to their mistake, they have no desire to expedite the process to get our service completed and to waive the installation fee (which in my opinion, is a rip to begin with - but especially when the first installation is at the wrong address).

Frontier customer service is the worst! I have been trying for nearly a year to resolve billing issues between an old account, owned by my late mother-in-law, and a new account owned by my wife and I. In the last two weeks I have spent over five hours on the phone with Frontier, being disconnected three times today alone, and bounced between billing and collections numerous times. Once I was transferred to an internal number and the person who answered was extremely rude and told me that I should not have been transferred to her number. She then disconnected the call before I could ask any further questions.
I sent an e-mail to the president of the company last week and I am still waiting for a response, other that the robo message that said they had received the e-mail.

I started an account with Frontier May 2018 the install has not been complete 100%. I do have service, but the incorrect digital box was install and the back-up battery was not installed and outside wires not buttoned up and completed. The first installer was in such a hurry it was his last call of the day. June 23rd Saturday afternoon was the follow up install appointment, 5 hour window to show up which they never did. When they called to reschedule the only time was a window during the normal business week, which we would need to get off work to be house if they would show up. If we canceled the service we would have to paid a cancellation fee. We did not cancel paid the June payment with conformation and the service was disconnected stating no payment and we had to pay the cancellation fee. if we wanted to re-connect the service they could schedule it in 3 or 4 days. Customer service was no help I have copies of the chat sessions show how they would just end the call without a resolution. Help Out of Service and Off of Funds.... Bad Business practices fees for not reason without accountability and service.

Have now been 6 days with no phone or internet service! 4 phone calls, a talk with a supervisor ensuring I would have a repair man out here today-nothing! And, this is with a medical escalation! This company has a monopoly in this area and simply does not care about their (captive) customers. Any company - ***, etc, please come out our way! Guaranteed mass exodus from Frontier if you do!!!

OMG! I just found out that this company has charged me over $200.00 for service. I put in an advance notice to disconnect and the new the new tenant has established service. The new service immediately went in upon my disconnect date that I provided. I have been informed by frontier communications that the disconnect did not occur until 24 hours after the new service started so I was charged $207.00 (to include late fees). I have discovered that this company has a practice of doing this to customers. This is the worst I've seen, I tried explaining to a customer representative what transpired and she had to be one of the most ignorant people I've ever had to deal with in business. What ever you do, get service from another company or just go without. I now have to engage my lawyer to get this resolved. Maybe we should all get together and submit a class action suit against this company.