Frontier Communications

Avoid at all costs! When my mother passed a few months ago, I was charged with closing all of her accounts. Frontier Communications was the ONLY company that I had difficulty with. After 4 calls to customer service to sort things out (one rep hung up on me after I asked to speak to a supervisor to get clarification), after paying a bill for the month of service AFTER my mother had passed, and after paying a $100 disconnect fee, I received a threatening letter saying that my mother's account was being turned over to collections for nonpayment...more ridiculous considering her account was on AutoPay!!! I will never, ever consider doing business with this company. They were disrespectful, even hurtful, at a time when they should have been helpful.

My Mother is 85 years old and she had Verizon and then it got changed to Frontier. She fell in her apartment in the beginning of September 2017 and had to go to the hospital. After that she went straight to a rehabilitation center. We asked for a vacation suspension but Frontier said they couldn't do that because she was on Lifeline, which I didn't understand. Anyway, I told them to disconnect the services. We found out that they were still charging her every month since then and when they were contacted, they said they didn't have a record stating that her services were disconnected. Speaking to a supervisor that was suppose to go through my Mom's records and make any or all corrections never contacted us. In the meantime, they sent my Mom to collection for $94.85 and she never went back to her apartment. We had to give a 30 day notice.They can see that my Mother was not using the phone and no one else lived with her. She has hearing problems and health issues. She has been receiving physical therapy while staying with me to try and be back at the condition she was in before her fall which won't be 100%. & she s stressed out with this Frontier Bill. Yesterday I contacted them again to get this issue resolved and they referred us to the Collection Agency, I explained to they the the account should have been zero therefore; she should not be in collections but nothing was done. This is a nightmare.

Frontier Communications

I have now spent almost 5 hours on the phone with frontier trying to alter my plan. Five different people. They exhibit an IQ about the same as their shoe size. It is unbelievable and totally frustrating! I have just been assigned a new play at $209.55/month for items I have no idea what they are.

Had an issue with my bill. Scheduled a payment online and called customer service to see why services were not reinstated. The website set the payment for 2 days out and the representative insisted that I scheduled that through my bank. Told her that that was what the website changed it to. She went back and forth with me, cutting me off while I was speaking and then proceeded to say "thank you for calling frontier" as if she was going to hang up and I was still talking. As I continued to talk and asked my question, she mumbles under her breath "oh my god" I said if you have an attitude, maybe you shouldn't be working there. You chose that job, not me. If customers are calling in with questions about something that they don't understand, it is YOUR JOB TO HELP THE CUSTOMER. Not get nasty and try to hang up on them. On hold to cancel my services with this disgusting company.

Cancelled my service, 4 days into it, then was told several times over 2 months, to wait to pay until 3rd billing cycle, then they sent it to collections, whom told me they don't do 4 days they bill for all 30. So instead of paying $14 like Frontier said I would, I had to pay $56!!! Liars. That's all they are! And I cancelled my service, because I wasn't getting any service! Please stay away! Seriously! Save yourself the lies and hassle

My internet went down and it took 2 weeks and 3 different techs to finally fix it. The last tech installed a new router. I gave him two of the older Verizon routers. Frontier claims now that I owe $100 extra for not returning the old router. I actually gave him two. I have spent over 8 hours on the phone over the past 2 months trying to get this fake charge ofF my bill. We have paid our bill each time minus the $100. Because the bill shows an unpaid balance they have intentionally cut my internet access. THEY HATE THEIR CUSTOMERS.

When my mother passed away, I went to *** and had her Frontier phone number transferred to my home as a second number (before the beginning of the next billing cycle). Frontier stalled on releasing the number and *** service workers had to cancel the installation twice during the next week because Frontier would not release the number. I called and talked to Frontier representatives twice, and I was told that the phone had been disconnected, but when I was at my mother's, the phone rang and had service! I actually had to transfer the number through *** three times before I could get the install completed. When I talked to a Frontier representative, she said I would be billed for the entire month, even though I had cancelled originally before the billing cycle. I said I would not pay and she got quite nasty. Today I received another bill from them with $200 charges for some alphabet soup service I have no idea what it is. The phone number was transferred over a month ago, but they are charging for service for April! I really don't know what to do, other than complain to the city where I live, as Frontier pays the city for franchise rights to operate here. My mother has been dead since Feb 27. This is ridiculous. They are so mad about losing a customer, this is harassment.

We have been contacted by your insurance company and there is a claim that has been started. We recognize this damage was caused by us and you will be fully compensated. It's s shame this happened we are very sorry for any inconvenience this may have cause you. Within this next week you will receive...

a series of phone calls from your insurance agent following up on some key details. Once again we apologize with all our hearts and hope you can forgive us. Godspeed.

This has been the absolute worst internet company I have ever had services through. Their speeds have been terrible and every promise they have made has been broken. When I first began receiving services through them, it was fine. Now that it has been about one and a half years, they have constantly messed up my bill, refused to stand by discounts that were given, applied false charges to my bills which I have had to pay because they claim they can't change your bill before you pay each month. Every time I speak with a customer service representative, they tell Me something different concerning my bills. Do not use Frontier. I would rate them lower if I could.

Worst Company Ever!! This is the third time I've set an appointment for installation and they never showed up! I don't have a lot options in this area! So I have to go with them for service! Tell me there is no monopoly !! They can even show for there own appointment ! WTF ! What incompetent fool is running this company !

Worst customer service. Company charged fees for sending out a tech. The tech installed a modem, he claims he installed a phone jack. Company will not refund the $132 labor fee. Company also stated I was under contract with them when no contract was signed. Avoid this company! I had an account with them for 10 years. The last 3 years customer service and internet service has declined.

I was Frontier customer for a few years. Their service was going bad and no more kids at home so I have decided to switch service to other provider. I talked to Alrhon on December 12th, 2017 around 1:45 PM. to terminate my service from next billing cycle. He offered me a new upgraded package at lower price for 12 months, if I continue with them. Here what package was included. 1. FIOS 50/50 to FIOS 75/75 Internet. 2. FIOS TV channel package Upgraded from Prime to Ultimate HD, 400+ channels and 175 HD channels with Premium channels Like HBO, Showtime, Epix, Cinemax ..3. DVR box
FOR $113.98/Month INCLUDING TAX WITH NO EARLY Termination Fee.
Now they are charging me $162.63/Month including tax.
I called them few times and they said they will change it back. As of today, they have not done anything that to include today's phone call for over 37 minutes, concluded with " There is nothing we can do, someone will call you back" that was operator - Justin # ***.
I have copy of online chat for this service communication.

The worst customer service ever! Scheduled service two days out and found out it was never scheduled on their end. Rescheduled for the next day and no one shows up! Now scheduled for two more days from now! I can’t beliebe they can be in business like this! Totally unacceptable!

Overcharging, sales reps sell you a plan but that plan is never what you were told cost wise. Sales reps slamming features and services without disclosing. My bill was supposed to be 59.99, sales rep says would you like to upgrade for 10'dollars and the bill goes more than 100 higher. I call for adjustments and plan changes 6 months in a row and eventually told I am not allowed any credits and the huge bill is correct. This is the worst customer service experience I've ever had. Do not do buisness with them

Saturday February 10th, I called to inquire on potential of increasing our DSL Internet speed. The sales person and I discussed upgrading from the Simply broadband ultra to the Vantage Internet Simply Plus. The conversation was cordial and at the end of the call I believe we had agreement that the order had been made. We would continue to use our current Simply broadband ultra until the new equipment was shipped out to us and then I would call back to have technical support cutover to the new Vantage Internet Simply Plus.
At about midnight on Feb 11th our internet went out, when we awoke we had no access at all. I called on Monday February 12th and it took me most of the day to help technicians understand what was wrong. For most of the early conversation I was in a call center in North Carolina that knew nothing about our system(s) in Minnesota. It was very discouraging that it was so difficult to connect the dots to the promises made just a few days earlier. We were without internet access for that entire day no sense of urgency on Frontier and I had a very hard time getting an appointment on Tuesday. But at the end of the call appointment window was setup on Tuesday. Tuesday came and the technician who arrived at the house had no awareness to the situation. It took me another round to even come close to updating the situation and next steps. It was like there was no record of the last few days of my life, but I knew it well. As I was finally able to get him to understand we got setup and as he left (5:00 PM) we had a steady 18Meg down load which was the expected level and worth the value we pay. All forms of customer service during this time was very poor.
My data shows that we have continually experience the expected service levels during the day and afternoons. Our internet has been poor most PRIME time evenings (7PM-11 PM) down to 0 – 3 MBPS. I have taken repeated screen shots of this and sent them to our. The last communication was he left me a voice mail on 3/29 that they were still investigating.
I have had several CHAT communications and on a Call 4/2 I was assured that our neighborhood did not have network congestion. Listed below are dates of support telephone conversations and texts to neighborhood technician. Monday on a chat session with billing support I learned that our cancellation fee would be a $9.99 broadband processing fee.

Then, over a final chat session I learned all the promises that have been made by Frontier are all incorrect as it was told to me over a chat session that our neighborhood line owned by frontier is limited to 6 Mbps. For years we were promised 11 and now 18 but as I learned last night our line has never been capable of 6. This is the utmost service complaint and I am not going to waste my time detailing again. Either we are offered a service credit refund and told what will be done to fix the line capacity issues or we leave as customers and join the Speak Up family at MN18-122.4

This is my last record of communication and I will be submitting these details to the MN Speak Up Commission Inquiry into the Service Quality, Customer Service, and Billing Practices of Frontier Communications | CI-18-122

We moved to another state and closed our account before leaving. It turns out that Frontier found a small ~$70 balance that they believe we owed after telling us we were all clear. At this point we had already left the state. Unable to contact us at our new address (which we provided), the company turned us over to a collections agency to collect (I assume) pennies on the dollar on this trivial amount. The collections agency spent months trying to contact us at an incorrect address, close to our new address, but not correct. We found out too late, checking our credit report. Obviously, even a small amount such as this in collections has a VERY negative impact on credit scores. The company was absolutely terrible and offered no help resolving. We ultimately resolved the issue with the collections agency. This has been, obviously, a very negative experience, but we also had terrible customer service with Frontier all along the way as a cable service provider we never wanted (they acquired the predecessor provider). The customer service has always been beyond terrible and they were using antiquated systems for billling and bill payment, and everything else. I have no idea why they would choose to make someone’s life so miserable over the 5 bucks or so that they got for turning us over to a collections agency on a tiny debt that we took every precaution to avoid leaving with them.

I have both phone and internet service with Frontier for many years. I decide to cancel my phone to save a few $$. After 3 days I was promised many different rates for just the internet. Then after no one called me back for several days I called and was told we have no room for you on the internet and we are shutting off your service in the next couple of days. All because I cancel my phone service. If I had not called and tried to get a plan together for internet they were going to just shut my service off and not notify until after the fact!

I signed up for frontier fios on 4/2/18 I was told the earliest they could have it installed was on 4/18/18 which already wast ideal but the internet speeds for the price was worth it. After not receiving my conformation email after five days I called to see what was up and they put the wrong email on there. No biggie they changed it and told me it would be within 24 hours till I received it which is essential to confirm that all information for the install is correct. I call yesterday 4/9/18 and was greeted by the rudest customer service rep id ever had the displeasure of speaking with. Through her I found out they had sent it to the wrong email which was automatically created for me by frontier which I had no way of accessing till the internet was installed, again no biggie. I asked her if she could confirm the info so that I know it is correct. Not a single bit of info was correct, not my name, not my address, not my phone number and of course not my email. Well I ask what I can do and she said we would have to restart the whole process to which I responded will that affect my install date and her response was just "yup". I asked to speak with a manager to see if he could better help me and give me an answer I was looking for which is to fix your mess up and keep my date the same. She puts me on hold, come back 5 seconds later and said "ye, my manager said the same thing." I told her that I did not ask to speak with you again I wanted to speak with her manager and she said "whelp you just got me". At this point I was beyond upset and said you've been no help and your customer service skill require a reevaluation on weather or not you should be employed there and she hung up on me.
This has to be the worst customer service I have ever received and will never do business with frontier, I will plan my next home around the ISP because of this.

We started service in 2009, and since they a new development went in across the street. For the past 3 years we've dealt with inconsistent service & speeds, sometimes having no internet for 2 days. They continually told us that until the system in our area is upgraded, there's nothing they can do about it. We finally bit the bullet & paid $600 to have cable brought to our house. When I cancelled service w/ Frontier, they said I'll be charged the full month (we used 3 days of it until our cable was installed) and they're charging $9 to cancel service. So I'm essentially paying $48 for 3.5 days of service. I even spoke with a supervisor, who wouldn't eve give a partial account credit. If I could rate them 0 stars I would.