Frontier Communications

They charge a whole month fee if when I cancel after the billing cycle even though I did not use their service. There is $9.99 termination fee even when there is no contract. They keep changing the monthly charge without notice. I asked them to show them the contract I signed electronically or by hand where I agreed to pay one month extra charge without service and termination fee of $9.99- they failed to show it.

We ordered business fios service on Tuesday 6/12/2018 where they scheduled our service to be installed on Wednesday 6/13/2018. Instead a technician shows up unannounced on 6/12/2018 and walks into our backyard without knocking on the door. Then a technician shows up as scheduled on 6/13/2018 but was unable to install due to a problem he found with the main telephone wire so he rescheduled that to be taken care on Thursday 6/14/2018. We waited all day on 6/14/2018 and no technician came and they did not call. Finally just before the end of the business day @ 5pm I called to find out why there was a 'no call, no show.' They said they needed to order a part from a vendor they could not get a hold of and would call us on Friday 6/15/2018 to give us an update. Then on Friday 6/15/2018 before 8am we find a note on our door stating they came by to install. This is the second time they came unannounced without knocking on the door. My other issue is they want us to have a one year contract but they refuse to put that contract in writing. They said their contracts are verbal only. But my experience is that they are not good on their word with two unannounced visits and one 'no call, no show' per appointment. Bad business.

HORRIBLE ORDERING EXPERIENCE I was with *** for 10+ years when Frontier took over, the service was fine, however, even with downgrading to the lowest possible cable and internet, the price was still about $70-$100 more per month than competitors. After 10+ years and out of contract, they would not offer me any deals. So I canceled. I decided to give them a try again and set up an order. The CSR set up the order for me and I repeated everything back. They then changed the installation date the day before installation. Fine, I rescheduled, and asked to confirm my order. The order was wrong, and they said that I have to rent a STB for each TV even though I don't need them since I use cable cards with my ***, but he said I can add cable cards if I want to pay for them! The CSR told me that that's the way it is if I want to have cable with Frontier. So I told the CSR I wanted to cancel my order, then they put me on hold and hung up on me. I will not do business with Frontier Communications until they change the way they handle customer service. Very disappointed in how this company deals with customers; What will happen once they put you under contract? Look out, with the merger of two other cable companies recently, we will have more choices and better customer service/retention!

I had taken a vacation day to have Frontier services installed at a second home. I drove 4 1/2 hours for the appointment. I called two days prior to confirm appt. They said it would be between 8-12 and received email confirmation. At 1pm day of appt. Called to see where they were. They said they were running late. Called again at 330pm and was told I need to reschedule to following week. They never called me or anything to inform me of no show on their end. Customer service was very rude and said this was normal for Frontier and get used to it. I cannot believe this company has such bad service.

Waited 41minutes to speak with a supervisor regarding erroneous charges on my bill. The frontier representative insisted the charges were from the previous month even though the bill clearly stated that they were current charges and the catch here is that I no longer used frontier as a carrier. A slick way to gouge more money from a departing customer. Don’t use frontier, they are out for the corporation and are not interested in the customer at all!

Absolutely incompetency at its highest level. How is the company in business !!!!
If I could give zero stars, I would.
First of all they do not honor their contracts and they will overcharge at every opportunity. When They overcharged my account for 3 consecutive bills, I disconnected their service from my home, they charged me double my monthly bill on the final bill!!! go Figure. Their customer service told me not pay for 3 months because it takes that long for their Balances to correct themselves (what a lot of nonsense). Following the 3 months, they send a collections notice. I paid them the amount, But I will never ever go to Frontier ever !
Their customer service department will give you the run around until you tire yourself out. Be warned, do not do business with these mns.

I ordered Frontier for my condo. On the day of the install I was told they partner with *** for this area and that I would need a ***. I was force to cancel because the HOA won't allow a dish. I cancelled the same day and a TECH/Installer never arrived and NO install was ever made. I never receive their service. They are now Charging me $250 for service I NEVER received. I have called 8 times now (each time over an hour on the phone) and they admitt NO INSTALL took place, but still charging me and sent the account to collections. They apologized for sending it, but REFUSED to fix it for me!!!!! It messed up my credit and I am still dealing with it. VERY UNPROFESSIONAL company. I gave one star because there is no ZERO.

Frontier employees didn't clearly communicate the parameters regarding their method of billing for "packages" -- meaning phone and internet service together, when I requested that they not charge me for the services they provided the employees informed me that the bill was credited as paid, but they failed to inform me that the credit only covered the internet portion of the bill.. they kept saying that the whole bill was considered paid... but they didn't clarify that they were only talking about the whole internet bill and none of the phone bill. I ended up paying them because we can't afford a lawyer. If I had the means to sue them I would have. Frontier does not care about their clientele at all.

I never had working service at my house. They sent out 3 different techs and the wifi never worked. I decided to just cancel when they offered to send out a 4th tech. Somehow I am in collections for $147!!!! I have disputed and called many times and just get shuffled around from department to department. So frustrating.

My internet service suddenly and inexplicably stopped working properly. It became impossible to email or upload files greater than 1 MB--which essentially shut down my business, as I work from home. On two very long and frustrating phone calls with Frontier "Customer Service," I was told "these are the speeds you can expect for your area." So I canceled my service. One day into the new billing cycle. And now Frontier is making me pay for the entire month (save a day) that I won't be using. It's their policy. They make no exceptions. They said "you should have canceled your service yesterday." I tried to escalate, but they wouldn't let me actually speak to a supervisor. I tried to emailed the CEO, both through their formal channel, and by direct email. Nothing goes through, no response. I went onto *** and asked how to reach the CEO. They wouldn't give me the information. I have just filed a complaint with the Federal Communications Commission.

Frontier disconnected my service while porting my old number to new number and never restored service. Experience was hell.

Beginning on June 1st, I spoke with a very nice consultant for Frontier. I was looking to get internet service for a house in Michigan. Since then, now 11 days later I have been on the phone for countless hours to no avail. They have ran my credit, took a deposit which now needs to be refunded because there is no way I will give business to a company with such horrible customer service! If my identity gets stolen, I will know where the leak came from. Let's put it that way.

Our house has been without a landline and wi-fi for over seven days.
On 6/30/18 we were given a repair date of 7/07/18. One of us took off work since they informed us technician needed to come inside the house.
We were given the time frame of 9am – 5pm. Thinking the repair technician was caught up, I gave some time and called Frontier around 6pm.
At one point the customer service agent kept repeating, we apologize it could be that the repair technician is caught up at another site location.
I asked her if she could look up the technician that was assigned to our location. I was told they could not see that information. I laughed and said “you are a communications company and you don’t even have the software to know where your service techs are?”
After being persistent the rep called the service branch in our area; only to tell me that the branch had closed at 5:30pm.
I am disgusted with the customer service of this company. A simple ten second call to state “sorry we won’t be able to make it” would’ve sufficed.
We pay for our bill on time, pay the comical service fees to get treated like second class citizens?
Oh’ not to mention we had no other choice than to go with Frontier, since they took over *** customers in our area.
We are disgusted!!!

They will charge me a 100.00 Early Termination Fee based on a contract extension I was not aware of or gave my consent or permission to do so.Frontier states that the notice was placed on a bill (Online) and if I did not respond to that notice/statement added to my bill within 30 days, it would then take effect. I am a paperless customer and pay my bills online, if the amount has not changed dramatically from month to month I would simply click the pay button and pay my bill. I never thought such practices were legal or even practiced, but I must do a better job of who I conduct business with. I have been a customer of Frontier for over 3 years, and that is about to change!

I ordered internet service with Frontier and they never showed up I have made many calls and still no one has come to install our internet service they just keep telling me that the tech is on route, this is very bad business and a complaint and actions need to be taken with this company

Worst company ever. I never received working service and they still charged me. Scam company. Router was 1.5 weeks late. Tech was off a day from appointment. They had no upgrades and really had no service in my area. That did not stop them from having me sign a contract. I finally got that sorted 2 weeks later. Then I get a bill saying they are going to turn me into collections. I was supposed to have a 0 balance. I paid it because they can't get anything right and I didn't want my credit hurt. It took 3 people and added fees just to take my payment over the phone. Use anyone but Frontier.

I have landline phone service through Frontier in TN. It is the most horrid company I've ever dealt with and there's nothing I can do about it because they have a monopoly hold on the area in which I live. There are THREE other phone providers in my area, I've inquired with all three about becoming a customer and they all have the same answer: "Frontier has a freeze/hold on your address that only they can provide service there, otherwise we would be more than happy to provide a landline phone for you."
I may be wrong, but isn't that illegal?
The bill is always a different amount, I only use my landline phone to dial into my work using a 1-800 number. I might get one bill in the mail one month, then go three or four without getting any statements online or in my mailbox. And there's no way in hell that I would sign up for autopay because you never know what your total will be when it comes to Frontier.
Their website chat agents take over ten minutes to respond to one question.
When I call their customer service PHONE number, hit "3" for an agent, I get dead silence for about ten minutes, then the system tells me I'm being connected to an agent but the next thing I hear is hold music for an additional ten minutes. No one never picks up.
Frontier has two physical locations in my city where you can walk in and sign up for service but you can not pay your bill. That makes no sense to me. I was told to "go to *** and use their bill pay service for 4.95 to send your payment, or call and pay 3.00 for an over the phone payment, or pay online for free". Paying online, the payment should come off my credit card right away, as most do. Not with Frontier - I've waited up to five days for the charge to actually be deducted from my method of payment, hence the next time I log in and check my account, they throw on a late fee when the payment was supposed to be processed as soon as I clicked "send".
I would never recommend to anyone to get any type of service through Frontier Communications. Horrid company. Avoid at all costs.

RATING: ZERO. I live in Tampa and had service with Frontier for approx 10 years. The bill got so large I asked them about a reduced rate with a signed contract. I was told by one of their employees that the only way to get the reduced rate was to cancel service and sign back up a month later. I ended service on 4/2/18 the middle of a billing cycle 3/19 - 4/18/18. I made a partial payment waiting for a bill with a balance due if any. I have since been told that I have to pay the full amount even though I only had service for a partial month stating that that’s part of their policy. I asked them if they have a record of my signature agreeing to this. I was directed to their website. I was also told that this was on my bill. I told them that I like most everyone view their bill for the amount owed and I do not agree to paying for services not received. I was refused the opportunity to speak to a manager stating that this is not an escalation matter. This is after my last call made in 5/24/18 when I was told I would get a return call about this same issue and never did. IF MONEY IS INVOLVED THEY WILL NOT TALK TO YOU. I am paying half the amount for the same service with another provider.

MAJOR REGIONAL FAILURE of FRONTIER COMMUNICATION .. As of June 5th 2018 Frontier has had a Internet system failure that has been going on for a least 4 days with no resolution in site... All Frontier computers have been down and have not been able to accept payments. I have had no internet or home phone service. When I called Frontier today on my cell phone I was told to again to call back tomorrow. UNBELIEVABLE !!!

Yikes! I wish I had read these reviews before I decided to "upgrade" our internet for faster speed. We wanted to keep our copper line phone so I had put off upgrading as long as possible. When I finally called to get prices I was told that I could switch to FIOS for the internet, but could definitely keep our copper line phone. And, (good news!) there was a "bundle" available for phone and internet that would actually be a few dollars cheaper than our current charges--for one year--and then only a few dollars more per month after that.
Needless to say, when the tech arrived he was prepared to install FIOS for both phone and internet, but I explained what we wanted and he spent some time on the phone and when he left we had FIOS internet and a dial tone on our copper line phone. It didn't take long to find out that, although our phone was fully functional, our number was "not a working number."
Then the fun began. (That's sarcasm.) Multiple calls, a different operator every time, "we can't do that," "we can do that," service orders vs. trouble tickets, and a string of technicians (Gene, Mike, David, etc.) The bottom line is, Frontier does not want us to have a copper line phone. When I was told by one operator that we could indeed keep our phone while we had FIOS for our internet, BUT, we would have to have two separate accounts, I finally blew up. Clearly we could not receive "bundled" phone and internet service pricing on two separate accounts.
But, of course, that is not my only complaint. I think the practice is called "bait and switch." After quoting a price to me of $55 per month they are now charging us $65 per month, plus a $3 "carrier cost recovery surcharge". In one year the charge will be an additional $5 per month. No sense in complaining or trying to hold them accountable. I was told by one operator that they simply don't have that price. Bottom line: Frontier can say and do and charge whatever it wants and they have no intention of honoring their advertising.
Oh, and that really fast internet--FIFTY times faster, we were told? I'm not tech savvy enough to tell you what my internet speeds are, but I'm not stupid, either. Our internet is faster than it was, but NOT fifty times faster.
So now we lost our copper line phone (poorer sound quality with FIOS and when the power goes out we have no phone service,) and we're paying $13/month more than the price quoted, and the internet speed is only mildly faster. AND, after reading all these reviews I'm expecting a nightmare experience when we cancel service or move in the future.
No other type of business would be allowed to get away with practices like these; why is Frontier?