Frontier Communications

Most definitely the most horrible communications provider I have ever dealt with. I have attempted to resolve billing issues since Feb.2018 to no avail and contacted the manager Anthony K with of course no response. they have been overcharging me by $40. per month on internet that was guaranteed until 5/2019, late fees every month, charging me for *** that I did not order, regional sports fee and at one time were charging for voice sweetner and broadband sweetner. Seriously! My poor elderly neighbor is going through holy hell with these folks. they disconnected her completely and she relies on ***. They've changed her phone number 3 times, sent her three bills and sent her 3 pkgs of equipment????? *** where are you?????? Not even sure where to go with these poorly trained folks.

I've had two bad experiences with Frontier. When they took over for Verizon, our fee shot up and the service was worse. I chocked that up to taking on more than they could handle.
Two years later and still dissatisfied with the service, I called *** to switch over and set up a install date for two weeks out. The next day, my Frontier service was not working. After multiple calls and transfers within their "Customer Service" and tech support, I was told everything from "My service was working", "It will be up in an hour", "I hadn't paid my bill" (I had), "There was a working order out to cancel my service for 2 weeks out" (Why does that matter?!?! It shouldn't be canceled until then!!), and "I had to wait for another 3 days to be connected".
It has been 2 days without service and I am still without cable (and phone). It is very clear that because they know I am leaving them, they care even less about me than when I was a paying customer.
I'll never deal with Frontier again!

Having had *** for 40 years and pretty much no issues, attempted to obtain another account with them at the same location and learned you cannot have 2 accounts at the same location. Was then yanked to Frontier. Frontier did an installation, everything went well until the person doing the installation indicated to me that my current address would change. I proceeded to change my address with businesses I do business with. I later found out that the address he gave me belonged to a neighbor across the street. What a mess and a lot of unnecessary aggravation.

Frontier Communications has more con artists and thieves than the U.S. Congress. They send bills that change every month, make promises they don't keep and have put a blotch on my otherwise perfect credit. I would love to meet the CEO of this company

I tried 3 times to put my account on Vacation Hold. The first time they told me they had to cancel my $10 credit (why), erase a code before they can help me, and I should call back 24 hours later. Next time I called they said the computer wouldn’t allow it. The third time I asked for a supervisor, never got one, and I was told my account was put on hold three days ago (the time they told me they couldn’t do it), it was put back in service one day ago (sure didn’t want that!) and I have to wait 30 days before trying again. Telling them it was their error got me nowhere. Asked where I can file a complaint, and that stumped them. They don’t have such a department.

I have been stood up by this company 3 times to come and install a jack in my new house. I would TOTALLY go with another carrier, but it is the only one in my rural area. They have given me 2 $25 credits, but that does me no good. I need the line installed in the new house so I can tear down the old house. Delaying will cost me a great deal of money. No one has called to tell me they were not coming either. This 3rd time I was told I was on the schedule but it was too late for a tech to come. That was at 4:56 this evening. I am hooping a 4th scheduling will actually bring a tech out. They are the worst company I have ever dealt with.

I asked for pricing, for service. I was sent the price of $130.00 mo. when I called to confirm I was told that they didn't mention a $ 50.00 per month equipment fee. That was not disclosed to me during my order or the email that was sent to me. I have an email stating my service is $130.00 per month. My service is $180.00 plus fees... I spoke to 3 supervisors and they all lied to me. This company is criminal! Felt like I was back in the 80's your lease is plus tax!!

Beware of Frontier. After being a customer of nearly 5 years I moved and needed to cancel my service. My house sold on a cash offer so closing was just over a week after offer. I contacted Frontier via online chat with "Lord Kevin" on March 26, 2018 to cancel service effective March 28, 2018. I was told that I needed to pay for service through 4-20-18. After much back and forth and my standing firm that I WOULD NOT pay for services I didn't use he gave me an "order number" with the disconnection date of March 28, 2018 as I had requested. He mentioned that they have a 60 day period to close accounts and that I may still receive invoices. That whole proccess took over an hour.
May 28, 2018 - still getting bills. Used the online chat again with "Ann Marie". She tells me my account is still active. I give her the "order number" from the original cancellation and she tells me all she can do is cancel the account effective June 20, 2018. I instantly ended this online chat and called customer service.
Speak with customer service rep on the phone. She seems baffled by the whole phone call but gives me another "order number" and tells me she has processed the cancellation with the effective date of March 28, 2018 as I had originally requested. I confirmed with her that I would not receive any more bills and she said I would not.
Never have I ever dealt with a company that is out to rip off their customers to the level that Frontier does. Several things came to mind during this process. Their claims that they can't close an account for almost a month are ludicrous. As one of only two cable providers in my area the was a good chance that the new owner of my home would have signed up for service and likely Frontier would have been charging two customers at the same time for service at the same home. Secondly, I would have to assume that if a bill wasn't paid they would be able to shut off service and close an account in less than a month so why such a delay for a person that is a good customer and needs to close their account because they no longer own the home. They also asked if I wanted to move my service. If I had moved my service they would not have double billed me for having service at the old home until April 20, 2018 and at the new home effective immediately upon my move. This once again shows that they are out to rip off the consumer by insisting they can't close accounts on the dates requested. On top of that the blatant disregard of the chat customer service the second time around was appalling. To tell me that I would have to be responsible to pay for services for nearly three months after I canceled is nearly criminal.
There needs to be some recourse for consumers when dealing with horrific companies like Frontier.

I returned a router to Frontier Communications, and it was received by them on 4/24/18, this was verified by a Frontier Customer Support rep. When I received my statement dated 5/1/18 there was a $200.00 charge for "Unreturned Equipment Fee". When I spoke to cust support about it they said that they had received it on 4/24 but they would have to get a message from their supervisor before they could refund me the money. They said the supervisor didn't come in until 4PM, so I would get a response the next day. That didn't happen, and I had to call back on 5/8 because my account still had not been credited.
I had asked for the supervisor to respond as to why I had been charged if the equipment was in Frontier's possession 1 week prior to my statement. Still no answer from supervisor.
My issue is NOT the refund but WHY they charged me in the first place.
Funny thing, when I dropped the router off at UPS store they told me to keep the receipt because Frontier will probably charge me...I had to give the tracking number to cust support when I first called. It appears that this is a ongoing problem with Frontier.
Frontier needs to be accountable for this kind of abuse. They continually screw up my orders and it appears they don't care. They have the WORST customer service of ANY company I have EVER contacted...

Frontier is no longer the new kid in tv and internet. Now they are the most unethical and fraudulent communications company in my area. Their billing is intentionally inaccurate and changed despite my having a price lock promo. In 10 months of billing, not a single one was accurate. The first bill wasn't even for my account. But when I didn't pay, that was added to next month with a $9 late fee. For the next 9 months some aspect of the bill was wrong, but they don't want the customer to be able to easily read their billing. I have an agreement for 24 month pricing. In month 5 bill went up. Frontier had price increase for TV. Should NOT have applied to me as clearly stated on back of that bill. Every successive month has increase for TV and every month I call trying for correction. I get a few accommodating reps. Mostly I get put on hold and then cut off entirely. The reps seem to be trained to delay, distract, and shift focus away from billing error. I thought *** had distinction of worst customer service. Frontier far exceeds them. I'll be dropping Frontier.

I set up my internet and TV package on May 2nd, and had a tech out on May 9th for installation. The tech mentioned the line at my apartment complex had been cut and a new one had to be installed, so he couldn't follow through with installation, instead a team had to come out and get the line set up again, completely understandable. Fast forward 2 weeks and I still haven't heard anything about a new line being set up for my internet and I call in. After about an hour of being on the phone and explaining how I had a tech out weeks ago and nothing moved forward since, they told me at some point a line had been installed and they could now send out a tech to try installation again. An appointment was set up without even asking my availability, the service member merely went back on the line and said "Ok, you have an appointment tomorrow between 1-5 PM." I thought this was pretty ridiculous since I now had to ask for time off from my full-time job with less than 24 hr notice, but I figured I need my services ASAP so why not. Move forward to today, the day of my appointment, I'm sitting in my apartment from 1-5 PM just like they said. No one shows up. I called customer service to see what was going on, and they said the tech said I was listed as "NOA" no access available. So, no one knocked on my door, no one even decided to give me a call, I instead wasted half a work day waiting around for nothing. The service member then said she could schedule a tech to be out there tomorrow from 8- 12 PM, so basically, just take another day off for no reason because out tech couldn't bother to show up to your initial appointment.
Needless to say, I cancelled my service request altogether. I was trying to switch from *** because of prices, but it seems like I dodged a bullet and 2 years of B.S. Unless you work from home or just stay at home all-day, don't bother getting frontier, they will waste your PTO and time.

Frontier was terrible from start to finish. Speed of service was paid for but not provided. Multiple service calls were necessary to get to the main issue, which was that Frontier could not physically provide the quality of internet they were charging me for. When cancelling the service because Frontier failed to provide it properly, I was charged a $9.99 cancellation fee. Two months later, I got a bill in the mail because Frontier continued to charge me for the cancelled service. I would give zero stars if that were an option. ***, McMinnville, OR

Called to terminate our service in February. We were told what the cost would be to pay out the account including the fee for them to terminate the line. They over charged us by $50 that keeps showing up as a credit.
Called and was told that they hold on to this as collateral for 90 days before they "agree" to pay out and send to another service that will take 1 to 3 weeks to issue the check.
We were told to overpay, they have been holding my money as collateral for no reason (no equipment - just terminating the line at the street that they did in Feb) which is extremely devious and misleading. Indicated this is their policy and nothing I can do to change it especially with no leverage since I am no longer a customer.

These people are SO STUPID they don't even make it easy to BUY THEIR SERVICE! I responded to a bundle offer, got hung up on several times because a rep could not apparently keep the phone on his/her ear and complete an order, FINALLY after getting an order in the system found they needed to do a credit check (even though I was a former customer) so I went and paid to have my *** account unlocked and when I called back they had cancelled the order and I had to go through the whole thing again (this was the FOURTH TIME). ...BUT WAIT... there's more .... When they ran the credit check NOW THAT MY ACCOUNT WAS OPEN their system said they needed "positive id" for this account and wanted me to send them a copy of MY SOCIAL SECURITY CARD ... and to think I gave these is my social security number and date of birth over the phone so that they could run the credit check ... which I SINCERELY NOW REGRET ... so I ask you who in their right mind would actually provide hard copy to these is?!?

Thank you for overcharging me. You overcharged me for 14 months by charing me for a "device rental fee". I had nothing from you, my router was rent to own by *** not FRONTIER. Once my two year contract was up, it was paid off. I called to talk to you about it and 3 hours later there was no conclusion on my end. You just knocked off $15 a month, but kept charging me the rental fee. Thank you for sending me the router after the fact.

Frontier Bill's you for 3 months after a shut off. Frontier charges a prorated charge for shut off. Frontier charges a 10$ disconnect fee. All of which are changes made to their billing policy 6 months ago.
I have been a customer for nearly 10 yrs before these changes were made. I have signed no contract agreeing to be grouped in with these policies. Now on month 3 of trying to clear up their issues and there sending the 77$ dispute to collections. This is only the ending chapter of 10 yrs of frustration and terrible and unorganized customer service. Steer clear if possible. Unfortunately where we live they are the monopoly with no alternative.

Amazingly unfavorable experience. Lied to by the salesman. Called to disconnect the service after receiving the first bill 2 weeks on which was at least $100 more than quoted. Service was not disconnected when I was told it was. Received another bill reflecting full charges from prior bill and another months charges. I turned the equipment in well over a month ago. Then I'm told I'll be billed $99 for early termination??? Never again.

This has been one of the worst companies that I have ever dealt with. I thought *** was bad, but after being with this company, in my semi-rural location, for two years I realize that I took fast internet for granted. I was paying $89 for an advertised 5 megs that only came down at 2-3 megs. I would call occasionally to see if I could upgrade, but the only thing they would offer was another DSL line and router combo for an additional $15 a month. That's right-- over $100 for 3 megs max.
I ended up finally cancelling my service when I discovered another ISP that serviced my area at $60 a month for 60 megs. Frontier made my online account so I was unable to pay the last bill with any method other than a phone call which cost an additional $4.99 processing fee.
Now I have their modem/router (which you are forced to lease), and no one is ever at the Frontier shop. I have no idea what to do with the thing since they offer no guidance. I feel like they are waiting to charge me an equipment return fee, so I am thinking about just leaving it somewhere on their property in a waterproof bag. I want to wipe my hands of this company and never look back.
Seriously, do not give this company your hard-earned money. It seems like they are just in a cash grab, taking what they can, until they run the business into the ground.

I have never had so many issues with a company. Our monthly price is forever changing without notice, terrible customer service, WORST business ever. I am on the phone with them at least once a month arguing a charge or change to my account. It is always a problem. On top of it, the internet and TV service is TERRIBLE. They are a complete rip off - don't give them a dime. As we speak, the customer service rep is arguing with me. I've had to ask 6 times now to speak to his supervisor and he is ignoring my request.

If I can give Frontier Negative rating I will give NO STAR. We joined the Frontier since December 2016, we get the bundle cable TV, internet and landline, the first three months our bills were wrong, they were different with the original quote, they always over charged us. I have been to their store in Brandon every month to correct the bills. Today we turned on our TV this morning we had no cable TV service only internet, the TV screen shown a message that we have a payment issue so our service was terminated. I am sure I paid the bill on time every month, so my husband called Frontier's customer service, the lady picked up the phone and asked my husband's information to verify his identity. She told my husband we don't have any overdue payment, but somebody called them to cancel the service few days ago. My husband told her we have never called them to cancel the service, so the lady checked again and said there was some mistake. My husband asked her they should have to verify customer's identity when a customer requests to cancel the service, so how can it happened she said she don't know why and who did this. My husband asked her can she just recover our account, she said she can't, only she can do is to create a new account for us. Therefore we were waiting for her to create a new account and contact the technical department to resume our cable TV service. My husband kept holding on the phone with her for almost 45 mins trying to get our cable service back. The lady told us the new account was created but still waiting for the technical department to reconnect our cable TV service. My husband asked her will we get the cable TV back today and she said yes, so we told her we will go out since we don't have cable TV. My husband gave her his cell phone number and she said she will call back. However, when we got home at 10:30 p.m. and turned on our TV BUT STILL NO SERVICE !! My husband called the customer service but they were closed, so we called the technical support the guy picked up the phone, he said since the customer service is closed they can't do anything, we can only wait until tomorrow to see WHAT HAPPEN !! Frontier's service is SUCK and the price is HIGH !!! When they want your business they seem nice and then they have NO SERVICE at all !!! I am looking for other service provider !!