Frontier Communications

I am a grandfathered verizon customer. Unfortunately verizon sold the fios division to frontier and everything became a mess after they took over. They keep messing up with my monthly fees and are completely oblivious on how to fix the issue. I have to keep calling them every month to get my bill straightened out.

I am a new customer at Frontier Communications in West Lafayette, IN and most likely will terminate my service with your company. For a WEEK, I tried to pay my bill on line and got the same message over an over on the website, saying that I had to paid over the phone or call customer service. Called three times already, each time I spent more than an hour waiting for customer service and then was transferred to technical support, then going back to customer service because the technical team said that there is nothing they can do to fix my account.
Then already TWICE your customer service told me that a supervisor was going to called me, the name that they gave me the first time was Supervisor Cheryl, and the second time was not even given a name, I am still waiting for them to call. It is TOTALLY unprofesional to treat your customers like this. I refuse to pay the $3.00 charge to pay over the phone when its your fault that neither your team nor your website works.

I tried to switch back to Frontier after being gone for a year. At first they said they couldn't identify me and needed a notarized form before they could check my credit. I sent the form and Experian says they've checked my credit. I received an email with a "Confirmed installation appointment" that they never showed up for. When I called to see why, I got the response that the person that scheduled my appointment was not authorized to do so and that it was cancelled because they still could not identify me. I finally got fed up and hung up. It's hard to understand how they feed themselves.

Wow! My issues are same as many others. I switched from another provider - took 2-weeks to get my phone number operational. Bill was unexpectedly high, and some mild bait & switch: rate quoted did not include "Video" surcharge which was explained as licensing fee for local programming which is fine, except there's no difference between this fee and a the fees cable channels like ESPN charge and are included in the overall package - it should not be layered on top. And yea, pretty much the worst customer service I can remember ever receiving - took many hours and multiple calls to resolve the multiple issues.

Canceled my service and was owed a refund. It has been 4 1/2 months and I have yet to see a refund. I have called numerous times and have received a wide range of responses from the refund has been mailed, it is being processed, lost the information or just not sure what is wrong. I never receive the same answer with each call and when I asked to speak to a supervisor, I was told they don't take calls. Terribly run organization.

I have had internet service with Frontier for almost a year and when I first signed up I got on a promotion they was advertised for $29.99 for 2 years. Needless to say every month they bill me $49.99 so I have to call in every month and spend over an hour on the phone trying to get it fixed. I also did a bundle with them since I have had dish for many years they bundled my bill I have really never paid over $33 dollars a month for dish and now my bill is $40. I do not get fast service that I even pay for and was expected to get. I would not ever recommend Frontier to anyone!

I have been a Frontier customer for 6 years. Always had exceptional service. In the last 3 weeks, like clock work, our service goes out at 7p.m. and is out for more than 2 hours. I have called several times, and they confirm that they have more customers than they can service in my area (North Idaho) but that they do not give compensation for that. They are very aware of the problem and have an "It is, what it is" attitude towards it. This is beyond frustrating since I"ve beena customer for many years, and they got greedy and added too many people, yet it is us, the consumer, who pays for it.

Beware of doing business with Frontier Communication who purchased their service from Verizon a few years ago. Frontier customer services, specifically referring to their retention department, do not commit to their promises. If you are a prior long term Verizon customer trying to negotiate down your rates before seeking service elsewhere, Frontier's retention department will promise a reduction by change your plans to an upgraded service without your consent. To be more specific, I was grandfathered in with a Verizon package known as Fios TV Select HD, Fios Internet, and Fios Digital Voice paying over $140 per month. After countless hours of communicating with numerous employees in the retention department, I was promised a rate of around $90 per month for the above package. Instead of reducing my rates, the retention department placed me into an upgraded plan costing over $160 per month without my consent. After additional countless hours of communicating with numerous other Frontier employees regarding this issue, the retention department refused to place me back into my Verizon grandfather plan and indicated I would have to pay a penalty fee of over $200 if I cancelled due to being under a new contract which was never approved my myself. Based on my negative experience, Frontier appears to pray on their customers by telling them what they want to here to keep them, but then snares them by increasing their rates. Therefore, I highly recommend that new customers seek service elsewhere. To existing customers, I recommend you get out as quickly as possible. Good luck on whatever decision you make!

This is not a complaint, just a review. I have no internet connection because I cannot afford one. I am using a friends internet connection. For the last 4 months I have explained my situation to Frontier that I cannot pay my bill on line anymore due to NO internet connection and will they mail it. They have LIED to me for 4 months saying they will change it and they never do. If my financial situation changes and I can afford internet, I will NOT be using Frontier as they lie to their customers.

Worst service provider ever. They are liers and thieves. They make promises they don't keep. I miss Verizon so much.

Frontier Communications simply does not care at all about their customers and their customer service is an "F" grade. We had an account issue with them that they said they closed our account month after month and we kept getting a bill. I would call them and they kept telling me that the account was closed. In February, they turned us over to collections for this so called unpaid bill even though the account was never activated. Called customer service and even talked with a manager and they still did nothing about it. We will never use Frontier Communications again. Terrible customer service and very slow internet that disconnects often.

Horrible internet service , got new equipment no better

I would give Frontier a 0 (No Star) if I could. This company is only good for taking your money unfairly, they steal from you! Our business signed up for the 500 Fios plan ($300+ a mo), our internet speeds would barely reach the 300 mark. We had technicians come out and they, themselves said that getting up to 500 was an impossible feat, not even close. When you call Frontier and ask them about this, they say that the speed isn't guaranteed. Then why even sell the service!? They know very well, that they can charge us for it and then not deliver. So we ended up downgrading to the 300 plan since those were the speeds we were reaching anyhow and requested a credit for the previous plan, since we never got what we paid for. Our credit was denied. Worst of all now on the 300 plan, we're getting speeds in the 100's!! We're so furious and customer service can't do anything about this, except say that they're sorry and that they can't guarantee the speeds. How is Frontier still doing business and getting away with this??

I had horrible customer service with Frontier Communications in Fort Wayne IN. I was a customer 2.5 years and in good standing but when I cancelled my service they would NOT pro-rate, charged me a full extra month AND charged me a "disconnect fee" on my broadband basic internet service. I was not told at signup of a disconnect fee nor was I under any contract. I DO NOT recommend this company. I was on the phone an hour and escalated the problem to a supervisor with no help on their end.

Last summer (July 2017) I switched from Frontier to *** net satellite phone only to find out the satellite was worse than Frontier. When I went back to Frontier 3 weeks later I was told I would need to have my original phone number ported back to Frontier. After about a month I realized that the clarity of the phone was basically the same as the satellite, when I called Frontier to complain about the noise they said the number had not been ported hence I had to go through process of having the number ported again. Several weeks after that Hurricane Harvey hit, and I had not paid attention to my phone bill, well by early September I noticed I had three different accounts, one for the original account prior to Hughes net, a new account with a temporary number (that was never used because it was never switched from Hughes net, and then the new account with my original phone number that finally got ported....nearly $400. After spending multiple hours of time on the phone with customer reps (some of who were really good others not so) the account that I never used (as the Hughes net line was still on) has been written off ($66.42) and the office of the President says nothing can be done about it because I agreed when I came back to frontier that I would be responsible for one month of service. I would argue I never used the service and it was discontinued on week after it started. I tried in good faith to work with frontier and paid for the service I received but feel I am being ripped off for $66.42 and will pay it now to avoid a ding on my credit score which probably has already occurred. BTW if you think you are talking to someone close to president...not true his representatives don't even know his name. Horrible customer service!!!!!

worse customer service ever. I waited on the phone for more than 50 mns . I called regrading my bill. when they finally took my call they transferred me to technical support. What a joke. they put me on hold for another 15 mns .
They raise your bill for no reason and they do not want to talk to you .
I had my service for less than 6 months and they raised my bill. When I finally got to talk to an agent he told me that my promotion price is finished. how can it be over while I am in a 2 years contract and again I have my service for less then 6 months?

I used to be a happy Verizon FIOS customer and now I am a very dissatisfied and frustrated
Frontier customer. I have no other option for internet service or I would have terminated my service long ago. They tried to charge me over $700 for my first installation, which required 3 technician visits to fix (no shows and waiting for hours). My phone service never worked properly, so I finally disconnected that. The website didn't work to view my account information or update phone options. My bill is incorrect every month. I call and email numerous times each month to get the "office of the president" to fix (fancy title, but no better than the normal customer service). I am forced to transfer my service and are now jacking up my prices so I decided to just get internet service--because I have no other choice. They are unable to price, bill or provide adequate customer support. STAY AWAY FROM FRONTIER!!!

I have had trouble with internet connection dropping packet which has not been fixed ever since I got the service. We don't have much choice when it comes to High Speed Internet because only two provider are in this area. I think that is the reason we are getting worse customer service. Now I am over billed. Last month they started billing me for TV channels I didn't signup for. It took so many hours to correct. This month they are billing me almost two times the Internet service changes I normally paid. After spending two hours they said that they can lower $12 which is still lot higher than my agreed upon rate. Also they refuse to change the amount for most recent bill. Go with literally any other cable/internet company that you have available to you. I have never experienced worse customer service. The customer service personal don't care either.

Service is horrible!!! Phone wait times are very long. Equipment failure are high. Technician to your home is many days out. I SO regret choosing this company.

I have had nothering but trouble with Frontier. When they installed my Internet I waited for a long time after I paid, only to discover that they could not service my area. Later the internet was available and I had multiple appointments where I took an entire day off from work and they never showed up. Now I am trying to upgrade my service. They told me they did not need to come to my house. Several days later they showed up unannounced when my husband was leaving to take his mother to the hospital for a procedure. I rescheduled the appointment and waited another 3 weeks. The entire time I was charged for the upgraded service. I took another day off from work and waited home the entire day. In the morning I called to confirm the appointment and they said they would be out for sure. At the end of the day and after much time on the phone, they were a no show again. Every time I call them I am transferred from rep to rep. Each time I have to start over with information given. Often the transfer results in a disconnection. This company truly has the worst customer service or any company that I have ever dealt with. They don't confirm appointments. They show up multiple times to come in the house, without an appointment. The service when first installed went out at 8:45pm to 9:00 pm every day. Finally this stopped happening after about 6 months. I would love to give them less than 1 star.