Frontier Communications

Stay away from Frontier Communications is you can, they are the worst company ever, you can never talk to a manger, they say you will get a call back in 2-3 days and you never do. I was out of my contract (and wanted to stay out of the contract) and all I did was call in to increase my internet speed, NEVER did they tell me they were putting me in a new contract! Also back up battery went out so I called them letting them know and they said no problem they would send one out to me, they forgot to mention that I would be charge $75 plus shipping for a battery and to expect seeing it on my next bill, NOOOO I called and asked them what this charge was, they said for the battery, they then said yes you could of bought one for about $10 at a local store. They are the worse company ever, this is now the 5th time I have called in trying to get answers from them now to wait another 2-3 days to see if anyone calls back. STAY AWAY!!!

The worst entertainment company I have dealt with. There was three missed visits to instal my internet. Each time I have to call in work which cost me money out of my paycheck because I am hourly and then the driver never shows up . Finally after this time today I found out why the driver chooses not to come is because the internet speed would be slow at my servicing address so they choose not to come to install without even explaining this to me .

Frontier communications bait and switch. Sent me a letter stating free installation now I have a bill charging me $149.99. For installation. I’m not paying. I have the letter in my hand that states free installation. Liars!!

Had an automated system that failed to charge my card and got canceled automatically without notification. Funds were available and credit card works fine. Late fees were assigned and costumer support is unable to correct the error or fees.

Canceled My service due to moving. I only used 9 days of my monthly service. They woldn't adjust my bill. DISH REFUNDED 89.35 to Frontier and they won't sent it to me! Then they billed me 90.02 for phone and Internet service. THAT'S more than my bill was for the hole month. FRONTIER IS NOTHING BUT CROOKS AND THEFTS!!!!!!!

I moved Riverside county in Jan 2016, and I ordered Fios, 50/50 $39.99 it active and right promotion.
After 23 months I called customer service want to keep service but looking for current customer promotion, one of rep. Give me better deal free upgrade 100/100 same price. I was thank you for the excellent company to take care customer.
BUT NEVER HAPPEN, 25 MONTHS THEY CHARGE ME $ 74.99, I CALLED HOLD PHONE 2HRS, AND THEY TOLD CAN GIVE PRICE $39.99 BECAUSE PROMO HAS EXPIRED, THEY OFFER ME $44.99 100/100, I said OKAY.
26 MONTHS STILL CHARGED $74.99 AND 27 MONTHS, TOO.
I CALLED MANY TIMES SPENT MY TIME MORE THAN 5~6HRS.
When customer service or sale rep. Promises to the customer should they have to keep promises?

I have had frontier internet in medina, oh for the past 3 years. I have had frequent disconnects, and poor speed for all of it. I currently am paying for the fastest internet possible for my address which is 18Mbps. I spoke with technical support and they said that due to me being in a high traffic area I'm not able to actually receive that consistantly. I often get only 12 to 14Mbps and have the frequent disconnects. However; I still am expected to pay the full price for the mythical 18Mbps that I'm supposed to have. I'm paying $54.99/mo for 12 to 18Mbps spotty internet.

Terrible customer Service - always had to answer 20 questions about my account and wanting new services before anyone would ever answer the question I was calling / emailing / chatting about.
Terrible Billing practices - For example, I was charged a full months worth of cost even though I cancelled my bill 5 days into the billing period. I was not under contract during this time either as I waited until after my 2 year contract ended. Even though my contracted ended I was then also billed of promotional items that ended due to my cancellation.

How is this company still in business? It's amazing.
When we initially called them to set up service (they have a monopoly on the area. We're in Western North Carolina and *** doesn't exist in our specific town) not only did the tech not show to install our internet, but he didn't call and we later learned that he was "overbooked" and ...that's it. We were rescheduled for almost two weeks later. Unacceptable.
We had an open ticket for a tech to come out to resolve an issue today that resolved itself on its own (5 days ago) and getting in touch with them has been impossible. I called again today to attempt to prevent him from coming out and was informed that he had already been here today and had resolved the issue.
The issue that was non-existent because it's been resolved for five days.
He was never here.
These people are outright liars and scammers, and I hope a larger company comes around and crushes them.

We called Frontier on March 9th to order new equipment and were told in the process that we were on an old billing format so they were updating that and lowering our bill. We were very surprised but happy to take a lower monthly payment. Ten days later our equipment had not arrived so we called back. They said they had no record of our equipment order and that we didn't need that type of equipment for the service we were getting anyway (however in the past we had paid them for that piece of equipment and they had no reason for why they would have sold us something we couldn't use). We then asked if they had a record of our new lower monthly plan. They said they did not, but that they did have a record that on March 9th we had signed up for a new security feature for $4.99/month. We do not know how Frontier confused "please send us equipment and thank you for the lower bill" with "yes please charge us more for a new feature" but that appears to be the case. They also had incorrect information on file for our account identifiers, which made calling and confirming our account difficult. All around incompetent and unable to keep things straight. We do not recommend their service. Borderline fraudulent when you consider both the sale of unnecessary equipment and signing us up for services we did not request.

I called and cancelled my account at the time I cancelled I had just made a payment on my account the week before making my account balance zero. I cancelled service was given a confirmation number on 3/16 called back today to verify because my account is showing another full month due by 3/12 and more than the normal amount. The rep said account is set to deactivate today and I would owe a whole month on the account and was very rude about it. So being charged a whole month of service when not even using it or in use. Bunch of BS. Internet service sucked was out more than it worked and will never recommended them to anyone!

This is by far the WORST internet service ever! I have now had at least three modems replaced and to top it off they still do not know who I am or cannot find my account when I call. Amazingly poor customer service.. Actually a brick would have better customer service skills than the tech I spoke with tonight who btw told me that there was no problem with my internet and that it was me that was doing something wrong. Well I guess he is right on that score because I picked the wrong Internet provider but as of tomorrow I will be a customer of another company that will treat me with REPSECT!

Really spotty internet service for 3+ years (frequent disruptions, last tech repair person at the site said they oversold lines and they could not improve my services); phone line never worked, overcharged on final bill

I was set up for a new install from 7am to 11am. At 2pm I had received no calls and I had to call the company twice. They said that the tech was running behind and would call in 20 min. Another two hours later I get a call from a technician that was an hour away. Explained that I wouldn't be home by the time he got there. He said he would have it rescheduled. Never received any phone calls about rescheduling. This is without a doubt the worst company I have ever dealt with in my life. I'm not sure I would have trusted them with my personal info. I called Spectrum and they scheduled me for an install with an hour window within two days.

I have not had service since December 5 2017 ( due to *** Outages) I have called several times to restore my service with no success for a month and half, when they came out and could not restore the service I then asked to close my account with no success. I spend a minimum of 2 hours on each call (all documented) I have been trying to get this resloved for months now it is March. They still send me statments. They suggested I pay my bill for December even though I had no service and now they are refusing to refund me my $95, clear all balances and close the account. Now I am in fear of this eventually hitting my credit. I just tried again to close my account and was advised they have to call me back next month April 16th before they can issue me any credit and clear the account. I wont get my hopes up.

This company has the worst customer service ever. I only want to have a landline because I want my phone line separate from internet VoIP. My local office didn’t follow through and customer service at the corporate office was extremely rude and didn’t want to set up service for me without an argument. I’m going back to Charter Spectrum and Frontier lost a customer for life.

Having called the tech support and billing departments about 25 times within a 6 month period, I gave the “Customer Retention” people a chance to keep me as a customer by lowering my monthly cost (which had doubled, yes doubled, overnight) to a quote I received from a competitor for the same package deal.
Let’s just put it this way, the “Customer Retention” department should really be called the “Customer Rejection” department. I actually spoke to a total of three, no-talent employees who really shouldn’t be working in this field. I happily discontinued service.
Frontier acquired the customer base of Verizon, which I had service from for over 5 years. I read that Frontier was losing customers in droves and now I know why.

Here is an example of a monopoly at work. Where I live, Snohomish WA, we get 3Mb/sec internet speed for $29.99. Apparently I am in a contract that I do not remember agreeing to. "As you agreed, your Frontier service includes a 1 or 2 year term commitment with automatic renewal at then applicable pricing and an early termination fee of up to $400 depending on your bundle of service.". Today I learned that the unlimited call plan for both local and the US unlimited inter states for $30.99 and switching it to more basic one has a $100 penalty and get to save only $3 a month ($27.99). Apparently I am on a contract for a phone service as well. There is no freedom to choose for oneself anymore. There is no completion for Frontier where I live and Frontier dictates the terms. No improvement on the internet speed but very creative for locking people in for more profit for Frontier. Time to move. Sadly.

Hello, I’m writing to you in hopes that you’re able to help me with my ongoing fiasco with Frontier. I know that my household is not the only one experiencing issues with this company, Frontier. My husband and I have had nonstop issues for nearly two years. We have internet through them and it only works right about half the time, if that! We have connection issues on a daily basis. We’ve called them hundreds of times, literally, and been on the phone with customer service and have been put on hold for hours. I’ve also taken to their Facebook page to try to get help. I have screenshots to prove this. We’ve been hung up on more times than we can count and no one will call us back. We don’t have cable but we have antenna tv and Roku, which we’ve hardly been able to use. We’ve also came close to going over our data limit on our phones due to not being able to connect to WiFi.
I’ve taken to their Facebook page with my issues and they are not only deleting my posts and reporting them as spam but they’re doing it to anyone who has a complaint. This is unacceptable behavior and a form manipulation that is disturbing coming from any business. You can clearly tell they’re deleting comments because a post will show say, 30 comments, but when you click to read them, there are only 3. If you check the Revdex.com, Frontier has an F rating and hundreds of thousands of complaints just like mine.
Our first major issue came in December 2016 when we moved. Unbeknownst to my husband and I, a Frontier employee canceled our service and reinstated us as a new customer so she could get commission for opening a new account instead of transferring service. In her doing that, it only created even more issues. When the person who bought our old home set up his account with Frontier, our service was canceled at our new home because the employee who canceled our service instead of transferring it, put the old address instead of the new one. Then, when the person who’s home we moved into set up internet at his new home, our service was canceled yet again. While we were trying to get this issue figured out, a customer service rep called my husband a liar. She said we were trying to get business internet for the price of residential internet. We weren’t doing anything of the sort. This is when we found out that we were mistaken for the previous owner who happened to be a realtor and had business internet. This all stemming back to the first rep who canceled our account instead of transferring service. We never received an apology for this service reps unacceptable behavior.
Over the last two years, we’ve had to contact Frontier about every few months due to connection issues. Our signal is so weak on a daily basis, we can’t use our Roku, WiFi on our phones, and the signal won’t even reach our bedroom. Every time we tried contacting Frontier on the phone about this, we were bounced around and transferred to several different customer service reps and were placed on hold for hours and hung up on more times than we can count. No one can ever find our account. We’ve been given three different account numbers over the course of this fiasco. We believe the reason is due to the greedy rep that canceled our service to get commission. My husband spent his hour long lunch break dealing with Frontier’s incompetent customer service reps every day for a week straight on top of coming home and having to sit on hold and get bounced around from rep to rep for hours and our service still wasn’t fixed. After over 24 hours of phone calls invested, we were finally put in contact with a manager who set a date and time for a technician to come out. The technician no-call-no-showed two days in a row. Three days passed from his scheduled date so we called to figure out where he was. They claimed that the work ticket was never given to the technician. We were given a new scheduled date and time frame. My husband got a call while he was at work, it was the technician, he was five minutes away from our home and he wanted to make sure that someone was home to let him in. My husband had to rush home from work to let him in. We were glad that someone was finally out to fix our service but frustrated that he called when he was five minutes away and that he showed up a day earlier than his scheduled appointment. People have jobs and can’t run home at the drop of a hat. Anyway, this technician set up a white Airi box along side our current red/black box. I think it was a WiFi extender. We just let him do his thing because we wanted internet/WiFi. We didn’t NOT ask for this extra box. Everything worked fine for a few months and then our signal went weak again. We had to deal with headaches all over again. The customer service rep we talked to on the phone said there were no known issues with our service and they couldn’t see any issues on their end but we had zero internet/WiFi. We were then told that we needed to do a speed test to prove to them that we have a weak signal. We sent George speed tests done from our phones and iPads. We were then told we needed to run the test from a computer or laptop. We told the rep that we don’t own either a computer or laptop, as we can’t afford it. The service rep kept insisting that we go get one (laptop) to run this speed test for them. We can’t afford either of those and use our iPads in place of a computer. I can’t believe he expected us to go get a computer/laptop so I told the tech, George, that if he went out and bought us one we’d run the test. He didn’t like that and stopped responding to me and had a lady named Sue took over. I told her I wanted to take to George so she put him back on. He told me that the Airi box that Frontier set up is what was interfering with our service. I told George that a Frontier tech was the one that set up that box. He told me they could send a tech out to fix our service but we would be charged for it. I asked him how are we to be charged when it was one of Frontier’s technicians that set it up. Not us, but Frontier. We didn’t ask him to set it up, he did it on his own accord. I told him it doesn’t make sense for us to be charged and it was one of their very own employees that created the problem. He insisted that there was nothing that could be done unless a tech came out or if we went and got a computer to run a speed test. We didn’t want to be charged for something that we shouldn’t be charged for so we let it go and mysteriously our Internet and WiFi started working again. This seemed to happen almost every time after we would contact Frontier. They would say there were no issues on their end but mysteriously our Internet and WiFi would start working again hours later. To me it looks as though this is a scam with Frontier and their technicians. They want to charge you to have a tech come out and inspect everything when there is no issue. We’re paying for the highest speed internet they have and we’re definitely not getting that. Also, when on the phone with service reps, we’ve asked to be transferred to a manager which they wouldn’t do. We wanted to speak to a manager because we don’t believe that we should be charged for technician to come out when a Frontier technician is the one who set up the box that we were told is interfering with our service. When talking to George, he told me that managers can’t waive service charges and that the technicians are the ones that decide whether not they want to charge a customer not. To me this seems wrong. Why doesn’t a manager have a say in this? Why can’t anyone help get our service running the way it should? Why hasn’t anyone taken the initiative and gone the extra mile and gotten our problem fixed?
Frontier has taken away the part of their Facebook page where customers can leave their reviews and experiences. This is probably because there are thousands of unhappy customers. I’ve read over many of these complaints. So many of them are just like the issues my family has been having. There are even issues when customers try to cancel service. They keep getting charged monthly even though they have returned all of Frontier’s equipment directly to them and Frontier has sent them to collections. Although you can’t read these complaints from their Facebook page anymore, they’re still on the Revdex.com’s website. The reason I am coming forward with my family’s issues with Frontier is because I don’t want anyone else to have to go through what my family has gone through. It’s been nothing but headache after headache for two years.
This is off topic a bit and I’m not one to complain but, I was terminated from the United States Postal Service last summer when I notified my supervisor that I was pregnant and also because I wouldn’t cancel my wedding and work on my wedding day. What was supposed to be the happiest, joyous time of a woman’s life, was a total nightmare for me. I was asked if I was going to cancel my wedding or resign. I told my supervisor that I wasn’t going to do either of those. Our wedding had already been paid for in full, invitations had been sent, venue paid for, dress paid for, and our wedding was less than a month away. My supervisor stopped putting me on the schedule. My supervisor and HR rep wouldn’t return my phone calls, voicemails, or emails. So I contacted my union rep who got ahold of my supervisor. My union rep and unemployment claims reviewer were told that I was terminated due to performance issues but I brought up that I was given outstanding performance reviews and I had the reviews to prove it, my supervisor then said I was still an active employee but the office didn’t have work for me, this was after I was called in to be formally terminated. I recorded this conversation with my phone unbeknownst to my supervisor. Funny thing is, the position I was in is guaranteed at least one day per week and I wasn’t getting that if I was still supposedly an active employee, so I said I wanted back pay. Also, if I am still an active employee, I am ready and able to work and they aren’t using me, I can file a grievance so I said I wanted to file a grievance as well. They didn’t want to do that/couldn’t because they had already terminated me, so I was then given a letter from the postmaster that said I was terminated because I apparently stopped showing up to work, moved away, left no forwarding address, changed my phone number and they had no idea of my whereabouts. All of which is absolutely absurd and a lie. I showed up multiple times to check the schedule, which I was not on, and tried to speak with my supervisor and HR who avoided me at all costs. We have not moved and have no intention to do so any time soon. My phone number is the same as it’s been for over ten years. Do they not know how easy it is for me to prove I was at the station trying to work (I’m on camera looking for my schedule and supervisor) I haven’t moved, or changed my phone number? After dealing with that for months, I was finally able to get unemployment. Unfortunately, even though employers aren’t supposed to discriminate, I was unable to get a job and now my unemployment has ran out. Therefore I’ve been trying to run my *** business from our home so I can bring in income while taking care of our son. To do so, I need reliable internet service which Frontier has not delivered. After my experience with the USPS, I want to make sure that never happens to another woman.
I will include screenshots of our phone calls with Frontier, screenshots of my posts being reported as spam, Facebook messages, and what I wrote to them.
This is what I posted:
“Surprise surprise, I'm having connection issues AGAIN in Fort Wayne IN 46845 in Quail Creek subdivision off of Lima and Hathaway. Our wifi signal has been so weak the last few weeks we can't even connect to WiFi on our phones, iPads, or Roku. We don't have cable and only have roku and can't hardly even use it because the connection sucks so bad. My husband and I have had nothing but nonstop issues for months! Things get "fixed" for a short period of time and then BOOM, the issues start again! On hold with support for hours and hours on end, (please see attached photos) get hung up on too many times to count, no one; not even a so called supervisor will call you back after you get hung up on even though they have your info on the screen in front of them, they transfer you to someone who transfers you to someone else and that person transfers you to another person who also transfers you and no one communicates or knows what's going on, one rep even called my husband a liar and tried to say we were trying to get business internet at our new residence for the price of regular internet- the previous owner of the house that we moved into was a realtor and we did nothing of the sort, reps cancel service and set you up as a new customer instead of transferring your service when you move- so they can get commission, that's the main reason why we have been having all of these issues in the first place!! We moved and a simple transfer of service from the old address to the new address has turned into an ongoing fiasco because of a greedy frontier employee, no one can find our account as it's for some reason still tied to the old address and no one can successfully change it over to the new address. We've been given at least three different account numbers over the course of this. After two no call no shows for a technician to come out, a tech finally came out, he showed up a day early, I'm not complaining that he showed a day early, complaining because he called and said he was five minutes away and we weren't at home. We have careers. We had to rush home because we needed this taken care of. Since they absolutely suck when it comes to phone calls, I decided to take to Facebook to comment on their page seeking help. A rep named George replied to me and asked me to send a private message with my account info which I did. I told him the signal was weak and I sent him a screenshot of the speed test. He asked what device I used for the speed test, I told him we don't have a computer and ONLY had cell phones and iPads. He told me it's not accurate if I do it from my phone or wireless device and I needed to go get a computer to run the test. Well I'm sorry I don't own a computer to do a silly unneeded speed test and I told George he can go buy me a computer to do the speed test so I can prove to him the service sucks. He didn't like that and had someone else start messaging me, her name was Sue. I asked her where George went and he finally messaged me back. He said if a field tech were to come out and hook up his laptop and find no issues we would be charged a service call fee which is absolutely ridiculous! I asked to speak with a manager, I was not connected with a manager but a customer service tech told me that the service technicians are the ones who decide whether they want to charge a fee or not and that it’s not a management decision. Funny thing is, whenever I have to contact them to complain, things mysteriously start working again. I don't trust them or their technicians. Also, when the first tech came out last year, he set up a new box, Airi along with our original orange/black box. Customer service told me that this new Airi box is what’s causing our connection issues. Funny thing is, it worked great for months AND was set up by the technician, not me. I asked why a tech would set this up if it’s going to cause issues and got no answer. I told customer service to have someone come out and fix the issue THEY made and was told I’d be changed. This is BS! Your tech messed up and we still have to pay for their mistakes. What kind of sense does that make? NONE! I'm not contacting them without a legitimate reason, there are clearly connection issues, I'm not the only one in Fort Wayne complaining either, the proof is in the hundreds of thousands (probably even millions) of complaints on their Facebook and Revdex.com page. Why not fix the problem and be done with it? That's not counting the many comments they've deleted, mine included. We have actual careers and can't just call off work and hope frontier shows up when they say they're going to. I don't understand why I should even need to provide them with a speed test anyway when they can clearly see on their end that there is trouble in the lines. After all that we've been dealing with because of this, and almost going over our data on our phones, they have no empathy whatsoever!! They give zero cares about their customers and the evidence of this is all over their page and Revdex.com complaints. We've talked to a couple of helpful reps but most of them have been awful. If my husband or I made these kinds of mistakes at our place of employment we’d be fired in a heartbeat! It blows my mind how a company that does this to its customers and has a F rating on the Revdex.com can even stay in business! After reading countless people's responses and reviews on here, it's clear that there is a major major issue with this company and someone needs to buy them out and clean up their mess.”

Consumers, please save yourself the money and headache and go to another company for your communications needs.
If I could give no star, I would. I'm confused how this company still exists because I've heard (and now have experienced) nightmares about their lack of service. I pay the monthly bill for no reason because I never have internet. The tech assistants and customer service team schedule work order appointments for someone to come out and explain to my why two laptops can't be on the internet at once without it coming out. The technician never showed up. This happened twice. The best that they had for me is "I'm sorry for the inconvenience. Here's a 20$ credit."
When this happens regularly, a 20$ credit isn't solving anything. Frontier, stop throwing nominal monetary amounts at your customers to cover up and "remedy" terrible customer service.