Frontier Communications

I am so FRUSTRATED AND ANGRY!!!!! with the people I talked with at Frontier on billing issues. Today, May 1, 2018 I was on the phone for 55 minutes.I've called in 4 times in 2017 to 2018 and find that first, I am on the phone for about 40 minutes and then when I call back no notes are there about issues I had concerns about the last time I called.
In March, I called in on March 7, talked to Makesha. She couldn't solve my problem, but said she would call me back within 48 hours - didn't happen. I called back in and got Delicia (great), but she put me through to a supervisor, Felicia. She said someone would call me back and it was Austin. At that point I was told to pay $144.36. I said is this my new billing so I don't have to keep calling in - I was told YES. Today, I called because my bill was 185.29. I talked to Termain. He said after research for 20 minutes and no notes from my call in March, " that is the bill and that's it!" I asked to talked to a supervisor and I was told "she didn't want to talk with me because that was the bill amount." Great customer service!!!! I persisted with Termain and asked about notes on my last call concerning the $144.36 I was quoted. He said there were no notes. I then got through to Retention and talked to a manager, India. She said that since I was told that my bill was $144.36, a change had occurred and now it was 187.79. I asked why I wasn't told that and she said it was up to me to look at my bill. Do you guys realize that the bills are confusing unless you call in each month to get a translation?
I am looking for another provider because doing business with your company is such a challenge. Also, prices keep going up and there is always something that expired and we're sorry. Someone needs to read the reviews on Frontier - not good. I work in a school district as a teacher. If I handled our reporting and PR like you guys, I'd be fired.
Please review my bill and notes (or lack of notes).
Sincerely

During the 1st week of April 2018, I called Frontier Communications to establish new services. I signed up for a combo package, including cable via *** and internet via Frontier. I set up my appointment for Friday April 27th, 2018, between 1pm & 5pm. I took off a half day of work (4 hours) using PTO to be there for this appointment. *** arrived promptly at 1pm, was amazing to work with, and got everything installed and working great! After that technician left, I waited and waited around for a Frontier technician to arrive. Mind you, I had also received a voicemail earlier that day, reminding me of my technician appointment for that day & "welcome to the Frontier family". 4:45pm rolls around and I haven't seen or heard from anyone. I called customer service, waited on hold forever, and spoke with someone who could find zero record of me or my new account anywhere within his systems. I accidentally hung up the phone, which in & of itself was very frustrating. But I called back, at which time was already after 5pm. Again, had to wait on hold for an extended period of time. Spoke with a lady who was at least able to find my account this time. She proceeded to tell me that due to "lack of ports" that had to "reschedule my due date" to May 8th, 2018. I asked her multiple times to clarify what "ports" are, what "rescheduling my due date" meant, why there weren't ports available when I called 3 weeks in advance of the scheduled appointment, and why I wasn't notified of the change the appointment; especially when I had received a voicemail that very day confirming that there was an appointment scheduled for... that day. She did not, and would not, answer my questions or further clarify what she was saying. She simply kept repeating the same responses over & over again about "ports" and "rescheduling due date". At time point, I am becoming quite frustrated, told her I was not understanding any of what she was saying, that she was basically speaking a different language, and demanded to speak with a supervisor. She tells me that there is nothing more that a supervisor will be able to do besides tell me exactly what she's already told me. At this point, I become very upset & had some very choice words with her, and even raised my voice more than a wee-bit. She responds by raising her voice back at me, yelling "I'm just trying to help you but you won't listen". She then tells me that she will transfer me to a supervisor and puts me on an extended hold. She then connects me through to her floor supervisor, in a very polite, nicey voice now. Her supervisor comes on the phone and I explain the situation to him. He proceeds to explain to me about "ports" and what they are, and why they had to wait for one to become available. He tells me that there is now one available, but they still can't come out and install until May 8th. I ask why, and he doesn't really have any sort of legitimate answer. He tells me that the local field office is responsible for scheduling the techs to come out, and if I wanted it to be done any sooner, I'd have to look up that office's phone number via Google (he wouldn't give me it), and contact them about it. I'm still very upset, but I concede, thinking there's not much more that can be done. So... I ask about my bill; specifically whether or not it would be prorated, because I was told that my *** & Frontier bills would come together. He tells me that all he can do is credit my account $25 and nothing more. Again, I had to use 4 hours of PTO in order to sit around at home for an appointment that didn't show up, which in total, cost me more than $25. And to find out that I'm going to have to do the same thing again on May 8th, in order for my internet to be installed. I voice my frustration at the lack of customer service, and he apologizes. I stated that I am strongly considering cancelling my account all together and washing my hands of Frontier because this is ridiculous. He apologizes in a very non-sympathetic tone and I end the call. I then call the local field office by Googling them and found them to be in Blooming Prairie, MN. I spoke with a Dominic, I believe. He proceeds to empathize with the situation, and tells me that he has heard a number of stories regarding the "1-800 number" customer service not being very good or friendly. I explain the whole situation, he's struggling to find my account. He tells me that he is actually not able to cancel & reschedule install appointments, only the customer service line that I had previously called was able to do that. By this time, it is 5:50pm. He tells me that he is going to speak with someone tomorrow (Saturday 4/27/18) and would call me before they close that day before 2pm to let me know what they are able to do. Overall, he was extremely pleasant to deal with and genuinely seemed to give a crap. However, Saturday comes & goes, and I receive no phone call. Trying to give the benefit of the doubt, I sort of brush it off & chalk it up to something coming up that took up his attention. I assumed Sunday Frontier is closed so I didn't think anything of that. But then Monday comes & goes and I receive no phone call; no information what-so-ever. So, I just recently called the local field office in Blooming Prairie back within the last hour (today, 5/1/18). I get Dominic on the phone again, who is not nearly as friendly and empathetic as he was on Friday. No attempt at an explanation for why I wasn't called back on Saturday as he had promised. He simply told me that the appointment is clearly scheduled for May 8th, 2018 1pm-5pm (by the way, the time was never disclosed to me on the phone on Friday 4/27/18). He tells me that if I'd like, I could call Tech Support to see if they could expedite my appointment & I could call Billing if I had any concerns about my bill. I have yet to call either of those places because I am downright disappointment, and quite frankly, appalled and the lack of customer service that has taken place here on behalf of Frontier Communications. Honestly, I should have guessed that something was out of place here when I initially called to get a quote for services. I had spoken with a very charismatic lady who stated she was out of North Carolina. She was very easy to talk to, clearly explained everything, and said she could give me some time to consult the prices with my boyfriend and scheduled a call-back for the next day. That call never came. I called a couple days later to set up services. The man that I spoke with had very different information to give me, some new information to give me that would have been extremely helpful to receive up front, and stated that there was a promotion going in which I would receive a $300 *** gift card as part of signing up for services. I have yet to receive a code for the *** gift card, and it makes me wonder if the rest of the stuff that he & I talked about was also accurate.

Frontier Communications has failed to support and service our small town of Los Alamos, CA.
Their equipment has failed and they say they have no intention of replacing or repairing faulty equipment.

I agree with the last person that I wish I could give a zero. Holy cow this is the MOST incompetent organization:
1. Internet speed - the many levels of internet speed are B.S. they tell you what level you are at and charge you more to be faster but the difference is not there.
2. Remote - Fast forwarding and Rewind work great as long as you don't mind jumping off the channel you were on when you push play again. Happens on different TVs and different remotes (that were all just recently replaced)
3. Phone - will periodically (not related to weather) stop working. People who call get a message that the number is "not a working number"
4. Customer service - Called them because my promotional period ended. They set up a new promotion for me and I agreed. Next month, the bill was even higher. I spent two hours on the phone with them and at the end they'd credited a massive amount of money and set up a new promotion because the previous person "did it wrong". Satisfied that it was a big good up I agree. Next month, I get the highest bill I've ever gotten and the team lead says "I see all the many notes and credits but I can't figure out the the promotional pricing they gave you so here's what I can do to give you a bill that is $35 more than they quoted you a month ago. So I end up giving up HBO to get the bill down still $19/month more than I'd been quoted.
FRONTIER IS THE WORST and I need to get off my butt and get rid of cable all together. It's not hard and you pay for what you actually want.

STILL WAITING for a refund of $300 since November 2017!! They keep bouncing us around from one customer service agent to another. I CANNOT WAIT TO CUT TIES AND TERMINATE SERVICES WITH FRONTIER!!

Frontier is the worst. They should go out of business. We paid for the highest level of internet service and half the time the computer says there is no connection. We live next to Sacramento where internet is competitive. Here it is a monopoly based on agreements from the 1950's. Comcast is not the best but it is head and shoulder above this poor excuse for a company. Did not have internet for three days because it was not an emergency. Service man stated he could find nothing wrong but got it working again. Also stated the nearest relay connection about a mile away was junk. Seriously, he said "junk" but the company would do nothing about it. The only way to make Frontier respond is to quit their service. Try anybody else-what can you lose? If I could give this poor excuse of a company zero stars, I would. The CEO of Frontier has got to be a complete it! Find another job Pal!

Frontier's internet speed was consistently under 2 Mbps download / 0.70 upload, and they had the audacity to charge the same amount as *** which provides us with speeds consistently over 100 Mbps. The internet was so dysfunctionally slow it wasn't even possible to watch YouTube videos, much less using streaming services such as Netflix. When we called and spoke with a technician (based on the East Coast) even he was amazed by how slow the speed was for the amount we were paying, and said that "it must be a California thing" because it was unheard of to have speeds that slow for a plan costing that much. His only suggestion for coping with the slow speeds was to try to close down all other tabs when we wanted to watch YouTube, and for streaming (which was impossible because it would constantly stop) to start the show / movie and then go and make popcorn while waiting for it to load. Seriously. This was the advice given in 2018.
When I called to cancel the service, the customer service representative apologized and said she was going to send a team to our area (Los Angeles) to find out if faster speeds were available. She did the whole "you've been a loyal customer to Frontier (previously Verizon) for 13 years and we value you, so we're going to make an offer" act in such a convincing way that I actually believed it. Which in retrospect was naive considering how they were already so thoroughly dishonest. So two days later she called back to say she was excited to find out that she could "offer" us a new plan with speeds "up to" 35 mbps for "only" twenty dollars more than what we had been paying. It wasn't an offer, it was an insult. I declined, explaining that it would be foolish because we'd be paying much more for a third of the speed *** could offer (and has since delivered on). I asked her to please cancel our account, and she finally relented to doing so but then said "OMG! Your billing cycle just began today, you're going to have to pay the whole month." So if she had just canceled the service when I first called, as asked, we would have saved $50. I suspect the whole "offer" to send out a team was just a ruse to string me along.
I was already outraged about that, having to pay for a service that was so woefully inadequate it could not even be used and necessitated having to be replaced. I was double paying because *** was installed to provide service for us, while Frontier was still "in service." THEN on top of all of that, they hadn't processed the disconnect and billed us an additional month. I explained their error, but they continue to showcase their incompetency and their dishonesty. They can't even get the billing address correct so the bills are delivered to my neighbor instead who then has to bring it to me. It's easier to pay the unearned amount than to deal with the hassle. I can't even get their app or website to work to make the payment.
Screenshot of the internet speed from Frontier:

I just read a few complaints here and my story seems to be the norm with Frontier dropping the ball when it comes to customer support.
I have been a Frontier customer for over 30 years, never ever missed a payment, not once. Finally decided to switch out this past January, and the 'fun' began.
First, I was charged a $100 disconnect fee,... after over 30 years of service? are you kidding me? ...After numerous phone calls and HOURS on the phone, it was finally 'waived'. Then, after the switch-over to my new provider I was left with another bill from Frontier. I have been calling them regularly since January (it is now almost May) to resolve it. They assure me they will call back, but not once did I receive a return call. They say it will clear out with the next billing cycle, the account was closed back in January, yet the bill still shows up. I keep calling, they assure they'll get it cleared up and/or call back, but nothing. Then, the latest, in the midst of all this, the account gets turned over to collections!, Once again, I have been with them for over 30 years!!!, not once has my account EVER had an issue. I call back, and now they tell me there is nothing they can do, I must resolve it online with collections.
I will never ever use this company again, and would suggest others avoid them at all costs. Customer service isn't lacking, ...it is simply NON-EXISTENT.

One of the worst customer service companies I have ever worked with.
I scheduled an installation which they never showed up too, once I called after they never showed the woman on the phone told me that he wasn't coming because he got held up. but wasn't able ti reschedule within reason. She told me that the next appointment would be a week out.
I asked to speak with a manager and she hung up on me. I called back the next say and got the same run around that they are busy and cant set up service for any new customers for a about a week. Once getting a couple people telling me the same thing I decided to cancel.
I am hoping that I am not charged because that would just add to the disappointment I have for this company.

I am extremely frustrated with Frontier as a land-line service provider and will be searching for a new provider in CT. The problems we've experienced are two-fold. The delivery of emailed billing statements are unreliable and for the past several months, we have only received late notices. This has been occurring since November. The second problem is customer service. In an attempt to resolve this issue, I tried numerous times and waited countless hours trying to reach this department or billing. If a customer is lucky enough to get a customer service rep on the phone, he/she will unwittingly disconnect the call. How can this be from a phone company?! After 4 attempts to reach customer service yesterday and 4 times today, I finally reached a rep who transferred me to a billing supervisor only to get an automated system which disconnected me! The next attempt was with a supervisor who also disconnected me and made a note in my file that he 'lost' the call. Outrageous. Do not use Frontier as a carrier.

The absolute worst company I have ever dealt with. Horrible service. Horrible customer service. Stay away from this company!!!
I cancelled will never be a customer again.
I will be sure to tell everyone that will listen how terrible his company is.

Always a different bill. They refuse to give me full bill amount then add on a late fee although I pay on time every month. Actually I send it out the first. They dont cash the received bank check for a week.

Negative review. unfortunately
I contacted Frontier because I was unhappy with my internet provider, ***, and because I had had good experience with Verizon in the past with FIOS.
I spoke to a salesman who convinced me to not only sign up for internet but to switch for TV cable as well. He offered a very good price with free installation and no contract. I agreed.
They sent out an installer who arrived early, so my aunt allowed him in to install everything. I arrived home just as he was leaving. I thanked him and he was gone.
I was eager to experience what I expected as top of the line technology and was prepared to be wowed. I could not get the remote to work so I called my installer. He said that the remote was "line of sight." Line of Sight? in 2018? why not RF? First Red Flag
A few minutes later, my aunt told me she was not getting wifi in her room. When I checked it out, I saw no service. So I checked my own room, no service. Second Red Flag
I then decided to check my aunt's tv service in her room. She is 78 years old and we have her TV mounted on the wall. Your installer place the Frontier box mounted behind the TV up on the wall. So, the "line of sight" remote would not work for her if she was laying in bed. My 78 year old aunt would have to get out of bed and go stand by her door to point the remote at the box to change the channel. Completely unacceptable. FINAL RED FLAG.
I called into Customer Service and told them all that had happened. I was very disappointed in the obsolete technology placed in my home and I wanted the installer to turn around and come get the stuff. I cancelled the service in less than 30 minutes of the installer leaving my house. While speaking to customer service, I was assured that there would be no charges provided that I returned all of your boxes immediately, which I did. This was because the installation was free and the services not used.
Awhile later, I received a bill for $205.04. I called to discuss it with Frontier. I asked them to review my file and verify that the equipment was received and they then told me to disregard.
Another bill showed up reflecting a past due balance. I called in and referenced my account. They transferred me to disputed accounts who told me they would review and contact me back. I never heard from them.
Please understand that each call lasted over an hour not including time spent on hold or going through the automated voice fiasco.
Another bill, another call.
I finally became frustrated and worried about my credit so I paid the bill. angrily.
That is when I began to share my experience and warn my friends and coworkers about the poor customer service and rip off I had experienced with Frontier.
My resolution would be for Frontier to return the $205.04 I paid on Feb 20, which according to your own agents that I did not owe but was billed anyway. I will remove my posts and cease posting my experiences with your company on social media.

Avoid at all costs if possible. I cancelled my account in early February 2018. Was receiving 5mbps vs. Charter's 100. Rep told me to discard router, made final payment, and assured me account was closed. Weeks later I received another invoice for service. Called back, and was told to discard--it takes a few billing cycles for cancellation to take effect. April 23rd--received another invoice in the mail, called customer service and they informed me they had no record of cancellation--after waiting 50 minutes to speak with a manager, he said there was nothing he could do and I would have to dispute online. I spent about 12-15 hours in total with this company trying to straighten out my account.

After some initial problems getting my service setup, Frontier has made everything right as promised. They seem committed to customer satisfaction and correcting their current less than exemplar image. I am very satisfied.

This is the most frustrating company I have ever dealt with. Frontier is the only communications provider that services my neighborhood so I didn't have a choice. For starters, they charged me over $300 ("by mistake") the first billing cycle. I refused to set up autopay until the extra charges were dropped, so I spent one hour on the phone with them on a monthly basis for THE NEXT YEAR to pay my bill until charges were dropped. Then, when I disconnected service when I moved I was charged a $9.99 disconnect fee and was told I'd need to return my router in a return mailer I'd receive within the month. The return mailer never came and so I contacted the company. A different associate told me my account had no record of hardware needing to be returned. Then I tried paying my disconnect fee online but the website wasn't allowing me to pay it online so I used their automated phone service which tacked on an additional $3 service fee. IF I COULD GIVE THEM A ZERO STAR REVIEW I WOULD.

I have been trying to get frontier to fix their error in bookkeeping for more than 6 months. I have spent over 9 hours on the phone, They say I owe 175 when they owe me 400 dollars. They keep saying they will fix it within 12-24 hours. never gets done. Someone needs to shut them down

I was a Verizon costumer for over 20 years, and troubles started since Frontier takes over with its fraudulent billings practice, and hidden fees scams.
Frontier is a disgrace, rip off a FRAUD. I am a victim.

Worst customer service ever!! Every time I call I get a new story about why my bill is messed up or changed. I have not had one good experience with them. Now I am moving and they are charging me a whole month for 10 days of service. So glad to be done with this company and I will NEVER go back to them!!

My parents have been paying $6.99/month on their Frontier bill for a "Hot Spot" in addition to their home Internet service which includes wifi for at least 5 years. This is product neither of them understood that they had and certainly did not need. My mom said she called Frontier 1 month ago when she received her April 2018 statement because for some reason her bill increased by $10/month. My dad is dead now, and mom is on a fixed income. The agent mom spoke with last month offered to switch her from a router to a modem and said the new equipment would be shipped and this change would save her about $6/month. Nothing arrived. My mom called today to find out when her new modem/router would arrive, and she was told there was no order. Instead, the agent today told my mom that they could reduce her bill by $6.99/month by removing the Hot Spot. My question was - why would you ever need a Hot Spot?!!? I had her call Frontier again today while I was here so I could talk to the agent. We spoke with the agent and his supervisor. Both of these Frontier employees stated that they do not even have a Hot Spot product, and agreed that there is absolutely no reason why my parents would ever need both the wifi and the Hot Spot for their home. My mom has documentation dating back to at least May 2013 showing that she has paid $6.99/month for a produce that she did not need, did not know she had, and has never used, AND that Frontier states is NOT even a current product. The Frontier supervisor stated she is only authorized to credit my mom for 3 months of the Hot Spot charge, so $21, when she has been paying for at least 5 years, approximately $420. I believe this is criminal. How many other older people is Frontier taking advantage of? This report is submitted by *** C. on behalf of her parents *** C. and the late *** C.