Frontier Communications

My experience with Frontier all started Feb. 19th 2017 with a guy named Chris H coming to my door offering us a $400 *** gift card to switch over to them. He explained that Frontier now has fiber optics. He also said that there was no contract, no early termination fees, a month by month payment. But to receive the gift card we need to have the service for three months before we get the $400 gift card. We agreed to that. He said if we have any issues just give him a call or come to their sales office. Which I did try and he was no longer with them. Scheduled to have it installed March 13th gave me a window of 8am to noon. No one came and no on called. I took off work for the installation. I called and they said someone would be out at 5pm. Still no one came and no one called. I called again, I was on hold for over 20 min. and they transferred me to Spanish speaking person which hung up on me. Finally got a hold of someone and got a new installation date as March 21, 2017. They told me they were having problems porting over my phone. Once it was all installed I had issues with my voicemail. After another frustrating several calls got the voicemail figured out, but then began having issues once a week with my phone going out. Then had some issues with my internet. Someone came out and said that the 1st guy that came out to install it did not do it correctly. Then I called in June 2017 and asked when I was going to get my $400 gift card and they said July 18th. Well July 18th came and went and then I called again and the girl I talked to said I would be getting in a email the next day. I asked if I could just get it that day and they said no and there was nothing they could do about it. So, I asked to talk to a supervisor and then 20 min. later I talked to one and she was very rude. She said that there was nothing she could do either and I would just need to wait. No compassion at all. Two days later finally got the email link to the gift card but it said that if I cancelled that I would be charged a early termination fee. I called back and talked to a several people and then I talked to someone in corporate. The lady I talked to there said disregard that email about the early termination fee. She said that she sees that I have a month by month contract. Well, on May 14th 2018 I decided to cancel Frontier due to poor service. Internet was so poor and slow. I could not even watch *** in my room. Also, my phone would go out once a week. Boxed up all equipment and paid my last bill in full of $186.54. Then on June 1st I got a bill of $161.10 stating an early term. fee. I was so angry to get this and I called probably 5 times and was on hold for a minimum of 25 min. I did finally talk to a very kind supervisor, Melinda, and she said would help me file a dispute. Which I really should not have received a bill in the first place. She said that someone will be calling me back with a decision in about a week. Did not hear anything for a couple of weeks, and then today I opened a bill stating if I don't pay now they will be contacting a collections. I called right away and they said the dispute had been denied. No one called me regarding this. I have really good credit and if they do anything to my credit I will contact an attorney. Its not the amount that is the problem it is the principle of it. I never signed up for any kind of contract about an early term. fees. Mine was a month by month. The sales guy that came to my house in March of 2017 said that there was no contract and I could cancel anytime. I have several witness to his statement. Also, when I called today they said there was nothing they could do and I need to pay it before July 7th or it will be sent to a collection service. I will call tomorrow their corporate office and give them one more chance to resolve this issue and if it does not I will be contacting the attorney general of Minnesota, the media, all of social media and a lawyer for this scam. Please don't be fooled by their lies and don't sign up for Frontier ever!

I've never had a worse experience with another service provider.
1) The initial account set up call took 1 hour, after which, I was told everything was taken care of. No communication was received after that call. After calling the company several days after, I was told no account information could be found. This was a 1.5 hr call.
2) In a second attempt, I was told that I would get a discount pricing for the first 3 months, which I later discovered on my billing, was just a lie. After inquiring about this, the account rep simply said they had no record of this.
3) The installation process was awful. They were suppose to come at 1PM in the afternoon, but instead came at 4:30. It was 6:30 and they were still not finished. When asked when they'd finish, no estimate was given. I had plans so asked if they could come back the next day. The installation team agreed to come back the next day at 9AM. They did not come at 9AM. I called the installation guy 8 times left 4 messages with no response. I called Frontier customer service 4 times. Each time the call was dropped for one reason or another. I was also routed to 6 different people. One person was so rude that he hung up my call.
Overall, this is the worst customer service and customer experience I've ever encountered. If Frontier was not the only wifi provider in my area, I would cancel the service right away.

This is the worst company that I've ever had to work with. Each time you contact their customer service the reps answer the phone like they were answering a personal call. Totally unprofessional. The reps have no idea what they're doing. They kept me on the phone for 30 minutes just to confirm simple info regarding my account. Didn't even ask if they could put me on hold, just got quiet with no forewarning. Then the rep got mad when I asked if they were still on the phone. Additionally, if you move and cancel your service, Frontier will still charge you for the full month; even if you only use for a week prior to moving. This place is a rip off. They treat their customers like roaches.
Since they don't want my money, they won't get it!! DON'T EVER GET THEIR SERVICE. THIS BUSINESS NEEDS TO CLOSE OR START OVER!!

Ever since Frontier took over *** I’ve had nothing but problems and no help. The WiFi barely worked. I finally canceled their service and I was charged an additional month for service because it was the beginning of the month. A month later I saw I was being charged another $9.99 and I called to ask why. This was for a disconnection fee. I was not told this when I called abs canceled. I am still waiting for a box to ship their equipment back. Poor quality and poor service and they charge you and don’t tell you. Very dissatisfied and I wish *** never would have switched. I had to give 1 star but they don’t deserve any.

In May my area suffered a major storm that included 5 tornadoes touching down in neighboring areas. The very next day, *** had their trucks out and restored Internet service to their customers. Frontier on the other hand, informed us that we could not even be scheduled to have our service restored for 3 weeks. After 3 weeks’ time our Internet still was not restored. My husband was on the phone with them daily at that point, and finally after 24 days our service was restored. The customer service agent apologized to us and assured us that we would have a credit for 1 full month to compensate for the outage. Of course what we get instead is a bill with only 21 days compensated. We called Frontier immediately, and were told that despite their own customer service agent promising us a one month credit, we were only being compensated for the 21 days (not even the full number of days we were without service). Additionally, the customer service agent promised to have a device sent to help with our painfully slow Internet speeds at an additional cost of $60 per month for 3 months. She said it would arrive within 10 business days. Three weeks later we still have not received the device.

I been with frontier since the purchased att in Ct. (around 5 years) Since then I have there vantage extreme program line up...So with all the price rising and bad billing im still a customer,As of today they took out ***,I call talked with dana and he confimed I should be getting those channels.He past me off to tech dept.They told me they took all those channels away and put them on the Ultimate programming.There was a code error and I was never suppose to get them.Really well its been 5 years I been getting it and it was on the channel line list up till this month...This is just another way to get customers to pay more.In good fate all frontier customers that had this when signed up should be grandfather in Another thing why cant cable company tell you the correct taxes on your bill.Sirius radio can do it and there in some foreign country..Why cant frontier do it...Time to look for a better cable company !!!!!

I am not a customer, but my neighbor is an internet customer. Back in March 2018 Frontier ran a internet line from my neighbors house to a pole in my back yard leaving the cable on the ground across my yard. It is now June 26th and it is still laying there. We have to move it to mow. I have contacted Frontier 5 times to have this removed or buried. They send someone out when we are not home who leaves a note on the door stating that they did not know that this was to bury a line and will have it scheduled soon. The last employee left a note on 6/11 saying to call him.We returned the call and he stated that the line would be buried within 5 days. June 26th - NOT BURIED. One customer service person told us to have the neighbor call it in since it is her account. Why? She does not care that the line is running through our yards. She doesn't even mow her yard so the line is not bothering her and she still has her internet. This is a safety hazard. If my grandson happens to come over to mow my lawn and does not realize it is laying there, he could really be hurt. Frontier is the rudest people and I will never have any service from them.

I cancelled service and confirmed with the CS rep that there will be no additional recurring fees as I had cancelled prior to my new billing cycle. However, months later I receive an assessment with no explanation.
My wife tried calling multiple times to resolve (as we had authorized her to make changes to the account - not once but twice, since they failed to record the change the first time... and guess what - she was STILL not authorized to make changes to the account! Honestly, what CRM system are you using? Pen and paper?
Eventually, the balance was sent to a collection agency, whom we got on the phone immediately (unlike Frontier) and contested the charge. Not sure what happened until yesterday, when Frontier put a derogatory mark on my credit report. The amount due is negligible to me, but I take affront by their lack of integrity and dishonest business practices. Frontier, I will never use nor recommend anybody to your services again.

I got Frontier internet service about two months ago. For my area, it is the only high speed option other than satellite internet ("high speed" here means DSL speeds up to about 18 MBPS; sufficient for gaming and online video on 1-2 screens).
My perception so far is mixed. On one hand, it is DSL, and unlike with my prior company (***), I am actually getting the advertised speed most of the time. This is because I now live in a sparsely populated neighborhood, and the main line that carries bandwidth to the area is not overloaded like an urban line for *** often is (I would frequently get 2-4 MBPS while paying for 100 MBPS; now I pay for 18 MBPS, and actually get 18 MBPS).
I've had minor intermittent signal issues, maybe once every two weeks or so the router will lose connection to the internet, but I have always had that with other providers too, and if I reset the router, it always works right away. Again, not as bad as with prior service. When they first set it up, the signal would drop every few hours, and it was a problem, but I called them, and they sent people right away, and it got better. Good service there.
The reason this isn't a positive review though is pricing clarity. I signed up for a $30/month plan. In tiny minuscule print, this plan said that the fee did not include taxes, fees, installation costs, or equipment charges. This is all normal, though nobody ever told me what fees and costs would be assessed. They charged me $75 for installation, spread out over 3 months of billing. A little steep, but not crazy. However, they also charged me a $10 "equipment delivery and handling fee" which was a surprise, given I was already paying for installation and would have thought it would be included.
The real kicker though was the equipment fee ($5/month). I have my own router, a nice one. I offered to have them use that instead of the one they wanted to provide, so I could avoid the equipment fee (you can do this at ***). Come to find out, they charge the equipment fee no matter what! Even if they don't provide you any equipment, you still have to pay the equipment fee, every single month, for as long as you have the service!
So, instead of $30/month internet, I get $35/month internet (plus taxes, of course). "Nothing we can do about it" is the message from service. This smacks of false advertising, and leaves a bad taste in my mouth. If there is a set component of the price that is always there, and always the same, and you can't get rid of it, then how is that not just part of the sticker cost of service? There's probably a good lawsuit here for someone to set a precedent for service company pricing behavior.
So, I haven't had trouble with getting service, and the actual internet seems to work fine now that they fixed it, but the hidden fees make it cost more than advertised, and they charge you for equipment even if you don't get any.

I just cancelled my service with Frontier. They will not pro rate my bill for the month. Instead they are charging me through the end of my billing cycle which is 2 1/2 weeks away. Requested to speak with a supervisor. Said they will call back -right! Never do business with this company. Also a stain on *** for surrendering their customers to these people.

I have never left a review for a company either positive or negative but after my experience Frontier I feel compelled to warn the public about how truly terrible this company is as a business. They have horrible customer experience and you should avoid at all costs.

Horrible service. Multiple no shows. Came to put internet service in and spent two days working on it and technician said he was going to office to make sure everything was correct in programming and never returned nor did I receive a call. The next day I called in and they said the notes said it was completed which it has not been completed.

DO NOT SIGN CONTRACTS WITH FRONTIER COMMUNICATIONS... as many of you know I am moving, and I need to move my existing cable and internet service from Frontier to my new home. Frontier has informed me that they do not service the area so they can not provide me with the service that I am paying for , and has informed me that because FRONTIER CAN NOT PROVIDE ME SERVICE, THEY ARE GOING TO CHARGE ME A $150 DISCONNECT FEE... thats right!!! They say its because I would be terminating my contract before its up.... The contract is for me to pay for Cable and Internet for a specific time frame at a specific price but they CAN NOT provide me with that service, so who is in breach of contract? I'm sending this to lawyers, tv stations anyone with common sense to call out Frontier for their horrible business practices

This company is the worse company by far I have ever in my 58 years of living have ever dealt with. For being a form of communication I think they best go back to the drawing board. I have pleaded with them for help and they have continually lied and even hung up on me. Wow it gets even worse! While on vacation I had a friend watch my dog.My dog Winston a Boston Terrier got loose and ran off but a good Samaritan picked him up and did try to call the my home phone number on the dog tag but did not leave his name or number. It was an old landline and I did not have caller ID. The company refuses to give me the incoming calls to my phone during that short time period of a few days that I'm asking for. I could call the person that picked up my dog and I even said they could if it was a privacy thing. I WAS TOLD IT WAS THEIR POLICY. Actually I was told many stories but I really think it comes down to money and man power. Pretty sad that a living creature means nothing to them in my opinion.

Today I just found out that if you sign up for a promotion with Frontier you're locked into it for 2 years with a $100.00 termination fee. I'm writing this because I was looking first for a faster DSL faster speed, which wasn't available. Then cheaper service considering my speed was less that 1 meg per second which ridiculously slow. The 2 years and disconnection fee would have been okay if they had told me at the time of the phone call, it wasn't. I still cancelled anyway, not happy.

Been being screwed over by Frontier for years because they're the only internet service available where I live. Over the last month, our WiFi has ceased to work more than it has, so we called and asked to get it fixed 3 weeks ago. They offered us a new package upgrade and said that they would be here on 6/19 (today). They said that the technician would be here between 8AM and noon. They failed to show up. We called customer "support" throughout the day to ask about our issue, and they said the tech never canceled. However, the tech did in fact fraudulently tell the company that they called to reach us, however no calls were ever received, so it was just a flat out lie. It is not acceptable to be offering 6mpbs speed in 2018. Frontier is a total scam with zero customer support and no technological adaptability.

I put my phone into vacation mode. Even though I had my mail forwarded out of state, I received no bills. When returning home ,still no bills received, until an overdue notice a month later. Not only the Monthly vacation mode charge (which I was never informed of) they also charged me for an indoor wire maintenance fee. You're kidding, right? There would be no one home to let anyone in for maintenance! To maintain a phone that was shut down! Although having never missed a payment before or having a credit rating over 800, when forwarded to the billing department, there was no paying 1/2 now and 1/2 next month. I was told even though I am a senior citizen on a fixed income, I must pay the full amount now. I cancelled my line and will never use Frontier again.

Frontier Communications is the absolute worst company I have ever had the misfortune of conducting business with.
It all started a year ago when I was quoted an online price of $85.00 per month for TV and internet. The online Chat "Rep" was ultimately my demise, because wouldn't you know, each bill ranged between $15-20 higher than what was quoted (before taxes and fees). It took calling in every month to get the bill corrected. They never fixed it, just credited the account each month. Of course we were told each time that the issue was resolved; it never was. It was too much, so after six months, we canceled service. We thought we were in the clear...
The ultimate gut-punch came when we were apparently missing a piece of equipment after turn-in. It took about three hours on the phone before a half-way competent Rep realized they duplicated the equipment we had issued to us. For four months, we continued to receive collection notices stating a credit agency will become involved if we didn't pay for the "missing" piece of equipment. Frontier screwed us from the start, and were trying to collect money not owed to them to the bitter end, all at the expense of my mental health and sanity. We were bound to this evil entity with no way out.
The constant transfers between departments, just to be hung-up on, was a common occurrence during this entire ordeal. We were in some cruel loop, and couldn't just ignore it or else our credit would take a hit. It's truly shocking how a company can be so incredibly dysfunctional and treat its customers so poorly and remain in business.
For your sake, please stay as far away from this company as possible. Pay the premium with *** or literally anybody else. It's just not worth it.

Billing is unsatisfactory.
I transferred my account when I moved from my apartment to a home we purchased. The address was never updated by Frontier and the bills were never delivered to me. As a result, late charges were assessed and my service was suspended. It took 3 separate calls to Billing, Technical service and Collections to resolve the issue. In order to restore my service, an immediate payment over the phone was required and would have resulted in a $4.50 convenience fee. I was able to get the late fee and the convenience fee waived (I will wait to see if it actually happened when I get my next bill).
Just getting my account transferred was a nightmare and the request to change the service was lost and delayed.
I find the customer service to be completely unsatisfactory in all aspects.

Im in total disbelief of how your company inconveniences me. I have got my wifi installed on May 1st. I was scheduled from 1 to 2 pm and the team called me at 1030 in the morning asking if they could come early. I advised that that I would be at the house at 12 for them to come back, When they got there, they had # mean with them to do a 1 man job and took them about an hour and a half to finish. Being single women it was really uncomfortable having all of them in my home. Second a week or 2 later my area had an outage. the first day of the outage I was on the phone with around 6 pm and waiting for home for 30 mins to speak with a rep who could not help me due to be having the fiber wifi. he then be blind transferred me over to the next rep who was eric for him to tell me that I was having the outage and the have no clue when the service will be restored. at this point I got frustrated because I work from home and require wifi. I also do not have cable and use my ***. I had just moved into this apartment so my TV is the only entertainment. Now my job is 45 mins from my house I had to put the gas that I normally dont spend into my tank to make the trip back and forth, with that being said effected my bills that were due the following week. I asked eric to transfer me to a supervisor so that I can be compensated for this. he transferred me to a William who was completely rude and continued to talk over me and give me attitudes. he stated that he was going to offer me 25 for the first day of outage, remind you my outage was for 3 DAYS. so this is 3 day of traveling to work. I was got tired of waiting on hold for hours out of my day and went through social media and got a hold of Ree. the social media supervisor she clearly isn't a supervisor if she had to reach out to management to only give me a 32 dollar credit. that is completely unacceptable for the time spend on the phone and having to drive to work when im on a budgeting plan when it come to my money. Also to affect my bills that need to be paid the following week. all im asking is to have my installment fee waved and the 25 that was offered from William. but at this point the customer service you guys are giving me I will NEVER recommend anyone to your company. I have never been treated so poorly by a cable company ever in my past.