Frontier Communications

I’m currently a customer with Frontier and they have been very disappointing since acquiring my account from Verizon in April 2016. Due to no other cable provider in the area until recently we’ve been stuck with them. I even renewed my contract with them Jan 2017. I was given a loyalty credit which was set to expire in January 2018. I received a letter December 2017 advising me of my expiring credit and to call now to take advantage of a new offer. I contacted them via chat in which the agent was extremely slow to respond to my questions and eventually stopped responding altogether. So I called them and was told that what I had discussed with the previous agent was incorrect and that I had to wait until my current offer expired to get a new offer/credit. So in January I contacted them via social media and was told due to high volume it would take someone 4-5 days for someone to contact me. They eventually did but the process to renew took several days due the agent being out of office twice and leaving no other agent or department to contact in her absence. In the meantime I received a bill which was $50 higher because my credit expired. No one offered to credit it. But I called in to speak to someone about it and was on hold for over 20 mins. I eventually hung up and called the other cable provider in my area. This company’s customer service is awful and with the terribly inexplicably incompetent transition from Verizon leaving thousands of customers without service for long periods of time it is apparent their customers don’t matter to them at all. If I could rate them a minus I would.

Gave Frontier a 1 star because some of their sale rep/customer service are actually very helpful; otherwise, I would have rated them 0 star. Before our old Verizon contract expired, we called to see if Frontier could offer new promo rate for our business phone, internet, tv at 3 locations. I regretted I made that choice. I should had cancel the service and went with Spectrum no contract. We spent months, calling every month to get our bill credited because their system somehow did not recognize the changes (per one of the sales who did the changes,) and the promo rate they claimed? It was a trick to get you in. What they did not tell you was that the tax was calculated based on the price BEFORE the discount. Say your new plan ttl is 400.00 and discount they give you is 200.. you thought you will be paying tax based on the 200.00 + the 200.00... no, you will be paying tax on the 400.00 + the 200.00.. so one of our locations bills actually went up. When we called and requested explanation, they just told us to stay close to what we had was a saving. No, it would not be a saving. We opened a new location and used Spectrum, the saving is hundreds. Now, that is a big for business owners. Also, Frontier has the worst billing system. The statements are by far the most complicated, if not the most complicated, is still one of the worst statements that we have to read. Another thing is their policy is really not flexible. Recently, one of our location was temporarily closed because of the fire incident at the strip plaza. We requested to have the service suspended. Their policy is only phone can be placed on "Vacation Hold," but the internet service CAN NOT. We will have to fight to get credit later after we re open again. Per the customer service, if, IF we do not re open the restaurant, then we will be forced to pay for breaking the contract, which is termination fee + all the remaining month fee. Penalize the customers for something out of their control?

Worst company I've ever had to deal with. My 96-year-old father ended up with telephone service (landline) with Frontier when Verizon turned many of the phone numbers at his senior residence over to Frontier. His phone has cut out in the middle of conversations and none of the technicians have been able to fix it over the past year. His bills are exorbitant and each time I call to get him on another plan (this usually has taken about two hours on the phone being shuttled from one customer "service" person to another, his next bill does not reflect the change and he's again charged three times what he was paying under Verizon. Twice Frontier has threatened to cut off his service because he hasn't paid his bill --which I do--and which HAS been paid. I thought perhaps the company was trying to rip off seniors, but it sounds like this is just generally the way they do business. Someone should put an end to Frontier once and for all.

Contracted with this company to add a land line phone to my residence. They failed when installing and in fact broke my ADT security system. Then Continued to charge me a bill even though no service was provided. 4 phone calls did nor resolve the problem to drop the charges, I no longer wanted the service. Instead they sent the bill to collections which has damaged my credit score. They need to fix this.

worst internet ever. Cant even play a game without getting kick for slow internet.

Every day something goes wrong with our internet. We literally only have internet when no one is home. Good luck finding a different company in my town/county cause they’ve run a monopoly. They are using their customers. If you have a choice please stay away, if you don’t then I’m sorry.

I recently called Frontier Communications to sign up for Fios when I decided to cut the cord with another cable provider. I should have known it was too good to be true. They offered me a package for 60% less than the other provider with the same speed internet, TV and phone. I scheduled an install 2 weeks out.
When the day of the install came, the tech arrived 30 minutes after the 4 hour window. Once he started working, he came in to tell me that the fiber optics had been cut and he couldn't finish the install, would have somebody come fix it the following day and would come back to complete whenever I could schedule. This was a Thursday and I scheduled for him to return on Monday afternoon. On that Friday, I called later in the day to confirm they repaired the fiber optics. I was told the ticket was completed and the tech would be here on Monday but that it didn't show a time. I confirmed I had selected the afternoon window.
I left work to be here for the afternoon arrival. I decided to check half way through the time frame of when the tech would arrive. I called only to be told that the repair work had never been done and that Frontier was incapable of telling me when it would be completed and until completed, I was not going to have service. I asked multiple times how this was an acceptable customer experience and how, even if going through a vendor, they would do business with a company that was not responsible for providing a response to a work order. The rep wouldn't even tell me if it would be a few days or months and that they were not able to call the company doing the repair work. ?!?!?! In what business does anyone agree to work with a vendor that has no responsibility to provide services being paid for?!
I've now canceled my other service 2 weeks ago, have no idea if Frontier ever will provide service and have to begin calling companies again.

Prior Verizon customer in Wisconsin that was transferred over to Frontier Communications. Since this time, my phone contract has been changed without being fully explained to me regarding long distance fees and service cancellation fees. When I have called to speak to customer reps, I have been faced with long wait times or long wait times to chat on the computer. Finally, I have decided to go strictly wireless, and they want to charge me to disconnect my land line service! Since Frontier took over, my bill has risen, my services have been changed without the contracts being fully explained, and the quality of my service has gone down hill! Wireless here I come! Stay away from Frontier Communications!

Worst customer service...you have to have at least 1 hour free time to contact customer service...you will get forwarded couple to times to so called different department and finally they will disconnect and you have to repeat same until you get someone to help...YOU WILL EVEN BE BILLED FOR CANCELLING A NON_CONTRACT SERVICE. "ZERO STAR"

I have never been so unsatisfied with a company. They're the only internet provider in our area and they know it based off of the horrendous customer service. I run our business out of our home and consistently have to bring our 6 month old child into the office as our internet rarely works at home. When I call into customer service about having our bill adjusted, I'm typically on hold or working with a representative for at least an hour to get 1 single day credited when the reality of it is that our internet works only about 50% of the time. I cannot call to report every single outage as they happen so often. Also, our cell phones run off of a Microcell (internet based). So when the internet is down, we do not have cell phone reception. If I could switch providers, I would in a heartbeat. I've consistently called all other competitors who still do not offer internet in our area. As soon as they do, I'll be the very first to switch.

Worst company to do business with. Dishonest with their disclosures and then use the contract to enforce fees that were never disclosed.

We initially got our service with Verizon at 157.65 month. Then they sold to Frontier Communications.
Approx 1 year into our service, my husband wanted to add one sports channel. He was told that it would be 10.00 more per month which he agreed to. When we received out next bill they charged 385.74. I called and was told that the extra charge was for an early cancellation fee. It took me a month to get that charge removed since I argued that we didn't cancel their service. It was simply an add on and we weren't told this on the phone.
Once, the additional fee was removed our bill went up to 184.37 month. I was told that the order for the sports channel kicked our account out of the grandfather clause.
I finally decided to cancel Frontier Communications in August 2017 and went with Spectrum.
On August 24, 1017 Spectrum installed their equipment and I called and cancelled Frontier. I was 8 days into their billing cycle so should have only owed approx. 50.00. They said that we had to pay the full 184.37. Just to put this behind me I paid the full amount. Spectrum paid 60.00 of it.
I asked about returning the equipment. I was told DO NOT SEND BACK OLD VERIZON EQUIPMENT. I was clearly told to DISPOSE of it. They didn't want it back. I set the equipment aside and put off disposing of it. I received a notice in the mail threatening to bill us for the unreturned equipment. I called and was told to disregard the notice.
I then received another letter threatening collections for 345.00. I called and was now told that yes, they do want it returned. Setting my anger aside, I told them to mail the boxes and and I packed it up and mailed it back. I took photos of everything. I tracked it to their dock in Vista, CA as delivered on 11/28/17.
I assumed this was over and done. Not so quick. I received yet another letter in December 2017 requesting the 345.00.
I called and was transferred 5 times and finally was told that they did in fact receive the equipment back. Case closed...
Nope ! I received a letter today threatening collections for 345.00. Rather than call I googled our local Frontier center. When I arrived there wasn't a customer service door.
So, I went home and called again. I am actually on hold right now with another customer service rep.
I'm so furious at the incredible lack of customer service and the incompetence of whoever is responsible for clearing the records.
I was connected to a rep that reassured me they received the equipment and it was pending. I was told again to disregard the notices. Although, he was a very nice person, the company and reps that I dealt with were deceitful and will say one thing and do another. Had I disposed of the equipment as told, I would have had a real battle on my hands. I will never recommend Frontier Communcations to anyone. On the other hand I will give people fair warning about their unprofessional tactics and customer service.

in the beginning: I called to discuss my account due to service related problems. since no resolve after MANY attempts I cancelled my service. Note, I was on auto pay. finally, cancelled and was told to THROW OUT THE OUTDATED EQUPMENT AS IT WAS VERIZON. ( I did not) later a box (1) arrived with a label so I just put one of the items in the box and sent back as per label. I called to ask why the box, person from Frontier said, not necessary to send any more boxes, just THROW OUT THE OUTDATED EQUIPMENT. ( again I did not just put in garage, thank God). well, my cc was charted 428.x due to unreturned equip! again, called told now have to return equipment and to contact my bank to dispute charge! no boxes arrived for return, btw! went to bank, they cannot dispute charge due to it will be declined because it was EQUIPMENT, not service related! as you can see this is very stressful. sooo, discovered on my own that I can return equipment to store level. I did immendiately, have receipt, did chat with Frontier so in writing - was told have to wait until they process the equipment, what? store has it and documented! takes apprx 30 days to get refund if approved. what? so I am still waiting while Frontier has 428. of my money. the bank *** was nice enough to say that if not removed from my cc they will do so as a customer service. this is a horrible company that does not care about the customer! if I could do a 0 start I would

Frontier FIOS customer service is intolerable! I do not recommended them to anyone, nor will I ever use their service in the future. Moving to a new apartment where service is not available and need to cancel, I’ve been transferred 5 Times and no one seems to have the authority to cancel. Worse thing ever to happen to FIOS was Frontier purchasing from Verizon. Consumer advise shop else where for internet and tv, the hassle of dealing with Frontier is not worth the speed of FIOS.

Absolutely inferior service. I reported my outage on January 9, 2018, as of this review on January 17, I am still without service. To top it off I received a bill for my months service which I still don't have. I was told someone would be out to my house to check my lines between the hours of 8-12, took time off from work only to find out when I called at 1 p.m. where the service person was and they said oh you don't have to be there that the problem was at their end. I didn't receive a call telling me this. They canceled the original common cause ticket without correcting the issue so I had to initiate yet another common cause ticket because I don't have a phone that works. Who runs this inferior company?

HORRIBLE customer service. I took 2 half days off from work for appointments with them. No show both times and not even a phone call from them afterwards. The way I look at it they owe me $200. Will never do business with them. I was praying they called so I could tell them off.

I don't know which physical location I interacted with, but the Customer Service number I called was .
When I had my land line installed, I was not given the passcode to check my voicemail. So I called the number above. My first phone call lasted about 20 minutes, including hold time. It consisted of a technician giving me a temporary passcode which I could use to create my own passcode after dialing *86. He also noticed that I had not set up an online account, so emailed me a link to do so.
I dialed *86, and was given an automated message saying that all outstanding automatic callback requests had been deactivated. I was not allowed entry into my voicemail. I tried registering online through the e-mail he sent me, and it prompted me to create a password for that. After trying various entries, it gave me an error message saying "[object] [object]".
I called the Customer Service number a second time. This call lasted 30 minutes. I spoke with three people, two of whom transferred me to another number, and the third person said, "Hi my name is ______... To whom do I have the pleasure of speaking?" three times before she said, "I'm sorry for the inconvenience, but I cannot hear you. Please hang up and try again."
I called the same Customer Service number a third time. But this time I followed the prompts as if I was a new customer. Under two minutes, I spoke with a live person who asked how they could help me. I told her everything that had happened. She transferred me to the technical support line that I had already been in contact with. I asked if there was a survey she could transfer me to instead, and she said no.
After this transfer, though, I was finally able to talk to someone who helped. He created the passcode I requested for both my landline voicemail and my online account for me, and remained on the phone while I tested them out.
I was relieved to have finally gotten the issues resolved, but it took three phone calls and over an hour of wait time.

I have had numerous negative experiences with Frontier Communications. We have been customers for over 20 years. We were one of the first FIOS customers of Frontier and they put in the lines exactly where we told the representative we did not want them the first time. They sold us a wifi extender that they promised to support, however I spent hours and hours trying to troubleshoot and they did not have the expertise to help. Recently we were out of internet and phone service for 2 weeks and we spent hours on the phone with customer service. They scheduled an appointment for a tech support agent to come out and after explicit instructions to call us on our mobile first they never called, never showed up, never returned our call to them to see why. We spent more hours with customer service explaining what happened and they offered some credits to compensate but in the same call explained that our current rate was no longer effective and raised our monthly bill 40% per month. More hours on the phone with customer service still has not resolved all the promised credits we were supposed to have received. I complained to the office of the president and gave evidence of 3 Frontier advertisements for new customers to get better speeds and better service plans than I have for less than what they are charging me ( a 20 year plus customer). They responded that they cannot do anything for me but another $30 promised credit ( still haven't seen it) and I don't want to spend more hours on the phone to talk to them. The only reason I have not dropped them completely is because we have had the same email and phone for 20 years and it will take alot of work to change it. After our experience with them it is also hard to trust any communications company and know whether changing to their service will be any better. I am so disappointed in Frontier's customer service and lack of treating long term customers as valuable.

Service was all good, if you continue to pay (no matter how much they want to charge you) and do not interact with the customer service at all.
After promotion period, my rate doubled. Called (which I waited for 45 mins) to negotiate the rate but in vain -- the whole conversation was "let me check if anything I can do... wait a moment... wait a moment... wait moment... sorry nothing I can do for you". Requested to cancel the service and I was transferred to "termination specialist"; despite the announcement saying "your waiting is less than 10 mins", I had to wait for another 90 mins until the line suddenly got cut-off. Went online trying to use Chat service and it showed I was 79 in queue.
Super frustrated that it took no time for them to take money but it'd take forever to cancel the service. Sounds like the scam from the 80s'.

I had Frontier for a year and it was the worst experience. The internet service was terrible. It was so slow I could barely even check my email or surf the web. If you ever had to call frontier for any reason you better give yourself at least 2 hours as they would put you on hold and then transfer you from one person to the next and never solve your issue. I finally decided to cancel after a year of this as it was not worth the money or hassle and I was able to get service with another provider. I had to call frontier 4 times in order to finally cancel my services and each time I was on hold for over an hour and the customer service representatives were extremely unprofessional and had no idea what they were doing. After calling 4 times and being assured my account was cancelled, a week later I looked at my bank statement and noticed that frontier had charged me for the upcoming month after I had cancelled. So I call frontier again and again wait for almost another 2 hours on the phone to talk to someone. I first talk to billing and they tell me my account was never cancelled and that I was still a current customer and that they had charged me for the upcoming month as they charge a month in advance. I then get transferred over to someone else and wait another 30 minutes. Then they tell me that my account is cancelled but that they charged me for the next month because I was enrolled in auto pay and that I was suppose to cancel auto pay before cancelling my account. They will not give me a refund for the money they took out of my account and now I'm paying for next month's services even though I had called to cancel a week before the billing cycle. They then transfer me over to the presidential office to make a complaint. I speak with a representative there and they make it sound like it was my fault that my account was charged for the next month even though I had called to cancel my account a week before the next billing cycle. They tell me that it is their policy to charge for the next month. It was a complete waste of my time to argue with them as they won't do anything for me. Frontier is a complete joke and scam artists. I warn anyone thinking about going with them to avoid them at all costs. I have had many other internet and cable providers in my life time and have never had the issues I have had with frontier.