Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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Service was requested in January 2019
Termination of service was June 2020
Charged a termination fee of $70
Based on their own terms of service all of the details of service should have been provided to the client. They were not. I was never informed I was under contract or of an early termination fee.
Their own terms of service state that: "This Agreement includes the terms and conditions set forth
below, the specific elements of your Service or Bundled Services
plan, including the pricing, duration, applicable Early
Termination Fee (“ETF”), and Equipment pricing, all as described
in the information made available to you when placing and
confirming your order, as well as our Privacy Policy applicable to
Fios TV services and the other policies and materials specifically
referred to in this Agreement, all of which are incorporated into this
Agreement by"
The original order form received confirmed every charge except this one. After calling Frontier they did not have any confirmation anything had been sent to me confirming. They kept referring to their terms of service.
Thank you for referring the complaint of
*** to our office for review. We appreciate her bringing this matter to our attention.In the complaint Ms. expressed
concern regarding the cancellation of service in June 2020 and was charged an
early termination fee of $70.00 based on Frontier’s terms of service. She stated all details of service should be
provided to the client, but they were not. Our records indicate a new installation
order was created on January 21, 2019. Ms.
*** contacted Frontier regarding new service stating, “She had recently
left Frontier and would like to come back”. During the review of the call for new service, the representative is
heard offering the Ultimate TV and FiOS Internet 50/50 for $121 with a price
lock guarantee where the price will only go up $10.00 in the second year. The representative stated the installation
would be free. The customer said she
wanted faster speed and the representative offered the 200/200, which was only
$10.00 more. The customer didn’t think
she needed that much speed and decided to go with the 50/50. The representative stated the Shipping and
Handling fee would be $9.99. The
representative read the Early Termination Fee (ETF) disclosure to the customer,
informing her there is a two-year agreement with a prorated ETF of up to
$240.00. The representative read all
final disclosures and the customer consented to the order.The customer was emailed an order
confirmation at *** on
January 21, 2019. The order confirmation
listed the service package discount of $41.00 for 24 months and the services
package price of $110.00. Each monthly statement had the printed amount of
discount and how long it was good listed on the bill, i.e. ($41.00 Discount
Thru 01/23/21). When service was discontinued, the
customer was also sent an order confirmation email which included notification
of the ETF of $70.59, along with what she would be billed if the equipment
(1-DVR and 1-Router) is not returned. Frontier monthly billing statements also provide detailed information
regarding Service Terms. SERVICE
TERMS:Visit
Frontier.com/terms, Frontier.com/tariffs or call Customer Service for
information on applicable tariffs, price lists and other important Terms,
Conditions and Policies (“Terms”) related to your Frontier services - voice,
internet and/or video - including limitations of liability, and early
termination fees and the effective date of and billing for the termination of
service(s). Frontier’s Terms, include a binding arbitration provision to
resolve customer disputes (Frontier.com/terms/arbitration). Subscribers to
Frontier’s TV and Internet services are billed one full month in
advance. If you cancel your TV and/or Internet service subscription,
termination of your service subscription(s) and any early termination fees will
be effective on the last day of your Frontier billing cycle. No partial month
credits or refunds will be provided for previously billed service
subscriptions. We encourage you to review the Terms as they contain important
information about your rights and obligations, and ours. By using or paying for
Frontier services, you are agreeing to these Terms and that disputes will be
resolved by individual arbitration. Hard of Hearing, Deaf, Blind, Vision and
/or Mobility Impaired customers may call to reach a consultant
trained to support their communication needs. Important
Information About Your Equipment... If you change or cancel your service,
you must return rented equipment. To facilitate equipment return, Frontier will
send you a prepaid return mailer at the time of your order change/cancellation.
Equipment that is not returned or is received damaged (except for reasonable
wear and tear) is subject to a substantial fee. Additional return mailers can
be requested at www.frontier.com/returnsThe customer received all discounts
associated with the Double Play bundle. The
ETF was disclosed as a prorated ETF starting at $240 but for every month the
service was maintained, the amount of the ETF was reduced by approximately
$10.00. The customer is left with the
remaining ETF of $70.59. There is no
credit warranted. The
customer will receive a final billing statement, which will include the $70.59
ETF.We sincerely apologize for any confusion
and inconvenience this matter has caused. Should Ms. wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
I have been deceived by this company. I asked them for internet connection as I was with *** and I still. They offered me internet after one month. It was Monday 04/06/2020 @2pm and I found it very bad and I couldn't work 2 devices together. So I called them at 4pm the same day and I asked for upgrade or cancel. They apologized that they haven't had upgrade in my area code 91766 and they canceled the internet after 2 hours and they told me any charges will be dropped as I haven't used their internet and gave me a cancelation number *** on Monday 04/06/2020. On 05/27/2020 I received a bill of almost $100 from them. I tried to convince them that they committed a mistake but they insisted that I must pay. Its kind of twisting arm and fraud.
The Complaint states that:Mr. advises
that he is disputing the charges on his Frontier bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that after reviewing Mr.’s account, we found that he had a self-install of Frontier internet and activated the service on April 24, 2020. Mr. requested cancellation on that same day. Because Frontier billing issues the date of activation, a full month’s bill was generated.Frontier advises that we have issued a credit in full on Mr.’s account. Frontier advises that we spoke to Mr. on June 2, 2020 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
They have an line that runs from the pole outside to the back of the house. I nolonger have their service but am stuck with the line outside.I called them and was told its my line, I can have anybody take it down.My current carrier, ***, says its frontiers property and theyre not allowed to remove it. So, im stuck with an old telephone line thats hanging low over the street and needs gone.It is connected to the back of my house,runs across my back yard and to a electric pole.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. requested to have an aerial line removed from his property. Frontier has investigated the above statement
and offers the following response:A technician was dispatched on June 3, 2020 and removed the drop as requested. Mr. confirmed the issue was resolved. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
Frontier is failing to provide the internet service we are paying for. We are paying for speeds of up to 24 mps. According to their technicians that means we should be getting between 18 and 24 mps. We consistently have lower than 14 (if it works at all); we can show a history of speed tests. We have had service technicians out to our house every other week for at least the last 6 months. We have yet to have our bill reflect the poor service. Most importantly, we are not the only ones in our area having trouble. Customer Service as well as the technicians say that Frontier has the capability to make the lines better, but refuse to do so. A customer service worker on the phone told my husband they wish we "would cancel so they can stop dealing with this headache." I am a Department of Defense employee and am teleworking and have to have internet. I understand there may be slow downs, but out internet consistently goes out (at least 5 times per day). Have to reset out (new) modem then call Frontier if that doesn't work. Each call has been no less than an hour each time. We do not have a wide variety of options in our area for internet providers and Frontier is aware of this and exploiting it. I was told today their focus is on "gaining new customers" so they will not be working to replace existing line. We just want the service they claim to offer and that we have been paying for. Its just that simple.
Frontier has investigated the above
statements and offers the following response:Frontier received notice of internet issues on April 25, 2020 and dispatched a technician whom isolated issues with programming and suggested speeds be reduced to better attain consistency of which were declined.Frontier received subsequent reports of internet issues and last dispatched a technician on June 2, 2020 whom switched equipment and programming and confirmed services functioning properly.Frontier also advises that actual Internet speeds and the ability to access various Internet services will vary as a result of factors including, but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment.Frontier has issued appropriate credit to Ms.’s account for the reported times of internet issues that will post within one billing cycle.Frontier attempted to reach Ms. to advise of the above but was unsuccessful.
Due to the COVID-19 and out of work I ask the Company to remove my landline phone service from the bundled DSL and Phone service to lower my billing from $108.00 to $55.56 for the DSL only. They did that. I thought the phone service would be dropped any day now and was being pro-rated. I was waiting for the service to be disconnected. I still used the phone thinking it was not disconnected yet and my grand children used it too. Meanwhile I was being charged up to $.22 cents a min. therefore charging me $290.98 for phone and internet service. I've tried to resolve this and I've called them a number of times. The whole reason I disconnected my landline was because I'm not working and don't have the extra money. I've been a faithfull customer for years as the record shows. I just want this to be back to normal with just DSL service paying $55.56 a month. PLEASE CORRECT this Miscommunication. My Account Number ***- 5 Pin#
Please find attached response and advise if further concerns exist.
I’ve had nothing but bad customer service with frontier. Starting from the beginning of signing up with frontier. I originally asked if the equipment could be sent to my home due to the fact that I had already had frontier in my home from a renter and that I could handle switching out the existing box. I was told that a technician had to bring the equipment to my home and they had to install it in my home. When the technician came to my home a few days later all he did was put the box at my doorstep and let me know I could install it he didn’t need to enter my home. I called frontier customer service to ask about the installation fee due to the fact that he did not in fact enter my home but just left it at the doorstep for me to install. The customer service agent originally was very nice and said she had given me a credit and my bill would be $55. Until my next bill came in it did not reflect that so I called again and talk to customer service and they said that it would not be taken off even though originally promised by the first agent. At that time I asked to speak with a manager and was told that I could not speak with a manager and somebody would call me back. At least week had past and I had not received any calls from frontier so I called back again and asked to talk to retention and the agent that I spoke to was completely rude and unprofessional and did not wanna hear anything I had to say and kept trying to disconnect the call. I called again to make a complaint about that agent and to escalate my complaint and that agent was very helpful and said he had escalated it and I should be getting a call back within two days about the dispute and complaint. It has now been over two weeks and I have not received, since the first day of starting service, one call from frontier communications. In fact I called today for the last time and spoke with an agent and was to be transferred to retention and was disconnected from the call. I’m an extremely disappointed and disgusted with the service I have received since starting services with frontier.
Thank you for referring the complaint of
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that after Frontier billed her for an installation
fee, she had been told by Frontier that it will be credited, since she had
to install the router herself. Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician still
had to come out and activate the service from the outside of the customer’s
home, and so the installation fee is a valid charge. As a courtesy, Frontier
has issued a credit for the $75.00 installation fee and the $9.99 equipment
handling fee.Frontier spoke with Ms. on May 29,
2020 and advised her of the above information. She states that she made a payment for the remaining balance and is
satisfied with the resolution. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.
Frontier Communication Service
We were without phone and internet service from May 6 to May 20! Then our internet service was cut off from May 26 -27.
On May 6th our communication system (Phone and Internet) went bad. Contacted Frontier, our provider, who then went through what I call standard procedures to make sure it was not in the home. After that, we were informed a tech would contact us in a couple of days. Had to call back when no response came. After a time on the phone they had to send someone to check the line, this required another 2 days before someone could find the problem. What they found was the line was cut by another finder. A contracting company had to come out inspect the damage, who then called another contractor to fix the line, 2 more days went by, another tech came out to hook up my line. It took until May 20th to have the line up and running. On May 24th the internet service was cut due to an UNKNOWN provider to request a switch. We did not make the request, but someone else did. When I asked Frontier who that was. They didn't know who requested it, but Frontier stated that this was a common happening. It was at this time the customer support person told us our bill was overdue...we pay online and when the transfer was to be made our internet was down so payment was not sent. We immediately had to pay charges by credit card to bring the statement current which we did, it cost an additional $10.00. After daily calls to Frontier, we were put off as to when the service was to be repaired. Many, many hours (approximately 20+ hours) were spent on the phone to Frontier agents from various international locations, continually being transferred to no avail. As of now per a foreign-speaking agent Abagail, we were only credited $22.09 for all our frustration and anxiety. This is not satisfactory to us. We've been customers since Frontier took over the service in this area.
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** advises he spent numerous hours with technical support and customer
services to get his telephone and internet services restored and have credit
applied.Frontier has investigated the above statements
and offers the following response: Frontier
applied a credit adjustment to Mr.’s account for the time out of
service and inconveniences experienced. Please allow 1 to 2 billing cycles for the credit. Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical service.Frontier
spoke to Mr. on June 2, 2020 confirming telephone and internet
services are working and communicated the above information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
When I first contacted this company I wanted their 1 gb speed internet, they told me there will be a charge for install plus a monthly charge, which I was ok with. The installer came and completed his work, He told me everything was working ok. but later on when I completed setting up my computer, I discovered I was not getting the 1gb speed I had asked for. I started by calling see if they could help over the phone, after an hour or so they could not fix it, So I called again and by the third call I was told another technician will come by and help me out with this issue. the day came, the technician never showed up, He did called me and over the phone tried to help, He ended up calling his own troubleshooting phone number and then called me back and told me that I did not have an account and that's why my service was not working. So I called Frontier one more time then they told me they could not help either, and to make another appointment with another technician. I decided to cancel account, the Rep said that it was done and that nothing else was needed. That was back in March when I started this mess.
Now on May 27 2020, I received the first letter from Frontier asking me to pay for 160.85 dollars when I called about this all the Rep kept saying was that there is no pro rating of charges any longer so I had to pay it. I told her that their service never worked since day one, and when I called the first time which was the day of install, and after a week of troubleshooting nothing was fixed so I decided to cancel, She then said that since I had service for that one week this is what I owed. non other explanation was given.
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. Gutierrez
*** for bringing this matter to our attention.According to the complaint:Mr.
*** advises that he is billed for Internet services that never
worked.Frontier has investigated the above statements
and offers the following response: Frontier
applied a credit adjustment to Mr. ***’s account in full for the
Internet charges and Installation fees. Please allow 1 to 2 billing cycles for the credit. Frontier
apologizes to Mr. *** for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical service.Frontier
left a voicemail message for Mr. *** on June 10, 2020 and communicated the above
information with direct contact information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. *** may have experienced as a
result of the above matter.
Flash flood took out my internet line under my bridge coming back the lane 05/22/20 contacted company next day to fix the line.They told me it would be a week before they could fix it on may 28 . So I waited had a friend stay at the house on may 28 all day because I am a Columbus FF and was on duty for 24 hrs . Got home next morning line was not fixed and friend states nobody ever came to house all day . So I called morning of 05/29/20 and was informed that the tech couldn't fix it off site and couldn't get another tech there till 06/08/20 Which that would be 3 weeks without internet . I tried to spice it myself and got internet off and on according to weather outside .Didn't have proper tools to splice wire . Easy to get too no digging it on the bridge arms reach from the bank . Called to try to make them understand easy fix and I needed internet . Right now using hot spot on phone for short times Tried being nice but got me nowhere They just didn't care already waited 8 days Thanks
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate M
bringing this matter to our attention.The
Complaint states that:Mr. advises of an extended service
outage and a missed commitment by FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that Mr. reported an outage on his internet service on May 21,
2020.Frontier
advises that a technician was dispatched on May 28, 2020 and worked service
issue from the service station but did not restore service. Mr.
reported the outage again and another service technician was dispatched on June
3, 2020. The technician replaced a section of the cable and was able to restore
service.Frontier
apologizes for the missed commitments experienced by Mr.. Frontier has
provided a missed commitment credit and a time out of service credit to Mr.
***.Frontier
spoke to Mr. on June 5, 2020 and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
FRONTIER CHARGING ADDITIONAL CHARGES AND PROMISING TO CORRECT IT AND CREDIT MY ACCOUNT JUST TO GET ME OFF THE PHONE THEY DONT COMPLY THEY LIE OVER AND OVER AGAIN
Thank you for referring the
complaint of Mr.
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services from Frontier.Frontier has investigated the above
statements and offers the following response:Our Frontier Residential Router is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.Frontier spoke with Mr. on 6/17/2020 and advised him of the above information. Mr. advises that he will contact Frontier if he has further questions regarding this matter.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
It's a SCAM. When signing up they said there is no contract. After 9 months of usage, when I am moving out they added a penalty of $69.85. Long discussion with Customer Service when I asked the proof for signing the contract, they created a dispute. Within 3 months, I received the collection notice during the COVID situation. Don't sign with Frontier.
On 04/16/19 I mistakenly paid $126.11 to Frontier after my service was disconnected and my account was paid and closed. I clicked on the wrong vendor in my banking account to pay bills and sent Frontier the payment in error. I did not catch the mistake right away only after my electric bill payment was late did I see my mistake
Frontier
CommunicationsThank you for referring the
complaint of ***
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
*** advises that she accidently paid $126.11 to Frontier instead of
sending to another vendor. Frontier has investigated the above
statements and offers the following response:Frontier advises that after an investigation we have found a payment of $126.11 that was applied to an old disconnected account ***4 that belonged to Ms..Frontier advises that we have issued a refund check for the $126.11. The refund check will take 14-21 business days to process and be received by the customer.Frontier spoke to Ms. today and advised her of the above. She has our contact information if she should need any further assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may
have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have paid for internet service to my new home since early March 2020. I called in late February to have the internet line installed. It was installed on March 9th. The internet line to my house was to be buried that same week. It was not. It still has not been buried. The internet line is run across a busy road. It has broken multiple times because people drive over it constantly. I have called customer service multiple times since March to have someone come out and bury the line. A service tech has come out multiple times. Each time they tell me they can not bury the line, the engineers must do this. They tell me engineering will call me to do this. They never do, nor have they ever come out to take care of this. It is now almost June and no end in sight.
Thank you
for referring the complaint of Mr. *** to our office for review. We appreciate Mr. bringing
this matter to our attention.The
Complaint states that:Mr. advises that Frontier’s line is
exposed since March and they need to bury it. Frontier
has investigated the above statements and offers the following response:Frontier
advises that the line drop has been buried as of June 11, 2020.Frontier
spoke to Ms. on June 11, 2020 and advised of the about information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Transferred service to new home and have have very inconsistent service and lots of days with no service at all , hardware from Frontier had to be switched out 2-3 times and technicians didn’t have idea why the hardware kept failing , I do not think it’s fair that I be charged for those 6-8 weeks of very bad service
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he has a billing discrepancy with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises based on outages and as a courtesy to Mr. the appropriate service credit has been issued.Frontier spoke to Mr. on May 28, 2020 and advise of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced
as a result of the above matter.
I want to give this company an F on all counts. We have been customers for several years now. We have no other choices since we live in the country. We are without internet for intervals of weeks at a time. When we call they come, It might be a week or two before they get here to TRY and fix the problem. Today was the straw that broke the camel's back. We called last week, set an appointment for today to fix it. They said they would be here before noon. When they didn't show up we called and they had the audacity to tell us we never has an appointment. They changed their tune when we complained. Honestly, it was raining and I don't think they felt like it. Neither here or there. After a half an hour of talking they said they could come later today, maybe tomorrow or the day after that....they weren't sure. So unprofessional, let alone any concern. DO NOT USE FRONTIER IF YOU HAVE SOMEONE ELSE YOU CAN USE FOR YOUR INTERNET!!!! Just to let you know, we get the internet intermittently. This has been going on for yrs now. We cant get any other kind of service here so we are stuck and frankly they dont care. We had one technician a couple of yes back and he told us that the rodents eat the wires in the boxes and Frontier wont spend the money to fix that problem. We are stuck. If you have a choice.....DO NOT USE FRONTIER!!!!
I sent this email to Frontier on 4/18/2020 and did not receive any follow up.
To Whom It May Concern:
Account # ***-5
Unfortunately I have to send this email for another false promise by Frontier! Another really bad experience with Frontier! I spoke to Natasha (Frontier rep) on 11/12/2019 and she switched me to 500/500 for $50+tax per month for 2-year plan. Confirmation # ***. She told me that after 2 years, monthly charges will be $70, unless there is another special.
For April 2020 bill, I was charged $70. When I called on 4/6/2020, the representative kept telling me that that special ended and she could not do anything. Even though I told her to look at the confirmation # and the promise Natasha gave, she kept repeating the same thing. I requested to speak to a supervisor and after she told me that they could not do anything. After my repeated request, she told me that there were 4-5 people ahead of me to talk to the supervisor. I waited a total of 2 hours and 27 minutes (attached) and no one answered the phone. I disconnected and was extremely frustrated.
I wasted so much time on the phone and no resolution. This is not the 1st time, I was told one thing and then it got changed. I encourage you to listen to the recorded conversation. I am not sure if this is the practice Frontier is doing to all customers. Otherwise, why the representatives are doing this.
I hope you understand the frustration people go through when something was promised by a company and then not kept. I want a quick resolution to this situation. Please give me credit for last two months and honor the promise by Frontier. I am not even asking anything for all the time I have wasted on this and the frustration it has caused. Please call me @ if there is any questions. Thanks.
Thank you for referring the complaint of
*** to our office for review. We
appreciate him bringing this matter to our attention.In the complaint Mr. expressed
concern regarding an offer for the Frontier internet 500/500 for $50.00 per
month for 24-months. Months 25-onward,
the rate was to increase to $70.00.Our records indicate during the process of
the order, the representative quoted the above rates to Mr.. Unfortunately, the promotional rate was
removed after month three in error. On May 28, 2020, the account was credited
for the overages for four months at $80.00. Going forward, Mr. will receive a recurring $20.00 credit
adjustment to correct the rate he is charged each month. The bill will continue to charge the rate of
$70.00 but the recurring credit of $20.00 will reduce the rate to the quoted
rate offered. The above information was provided to Mr.
*** on May 28, 2020. He was provided
my direct contact should he require any further assistance.We sincerely apologize for the
inconvenience this matter has caused. Should Mr. wish to discuss this matter further, he has been
provided my direct contact information.Thank you,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
Frontier Communications had been our primary phone and internet provider for 26 years. Quality service has been a consistent problem with them. We lost our internet and phone service completely for 1 week during September-October 2019 and for 2 weeks during November-December. Frontier Communications is refusing to credit back to our account for the full loss of service during these times because a trouble ticket was not issued by the customer for the full duration of the loss of service. I have tried to clear the matter up on several occasions with Frontier, but they have refused reimbursement. They have now sent this matter to collections. I have tried to clear this matter up with the collection company to no avail. I feel this are fraudulent charges as Frontier was aware of the outages, yet they are continuing to charge my account for the time the service was out.
Thank you
for referring the complaint of Ms. *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. advises that she like credit for the
time she was out of service.Frontier
has investigated the above statements and offers the following response:Frontier
advises that service outages can be due to many factors. Some outagesaffect
multiple locations and others are related to individual locations orservices.Frontier
must be advised of any service outages and allowed the opportunity toaddress
and resolve the interruptions before any adjustments can be appliedfor
time out of service.Frontier’s
records show that a service outage was reported on November 30, 2019 and a
Frontier technician was dispatched on December 10, 2019 to restore the service.Frontier
provided Ms.’s account an out of service adjustment of $30.35 which
reflected on the January 2020 statement. In addition, Frontier has issued a
courtesy adjustment of $9.86 on the final bill charges. Under
tariff, Frontier is responsible for service outage credits, based on the
customer daily rate of service that is not functioning. Frontier is not liable
for any other compensation. We therefore must respectfully deny Ms.’s
request for additional credit.Frontier
advised Ms. of the above information via email. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I signed up to have Internet services turned back on and when I got my confirmation of services there was a notation of 3 installments of $25 for installation which was never discussed. Technician gave me the router and I did the install..services worked and no install was needed. Tech said he would notate account no install was necessary. He said they should have mailed the router to me and not scheduled a call to install as service was already set. Called today and there are no such notes and they are telling me installation stands.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that when he ordered internet service from
Frontier, he had not been informed that there would be a $75.00
installation fee.Mr. advises that he would like
Frontier to waive the installation fee.Frontier has investigated the above
statements and offers the following response:Frontier advises that after confirming
that Mr. was not informed that there would be a $75.00 installation
fee, Frontier has agreed to waive this fee. It will be credited in three installments of $25.00 each over the first
three billing cycles. Frontier spoke with Mr. on
May 27, 2020 and advised him of the above information. He was satisfied with the resolution. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
I cancelled my service on January 6th 2020. My devices were placed on “vacation” mode on April 2019. I was charged approx. 76 dollars for a services I did not use from Jan 6-31. I did not reside at the alleged address and I did not have the equipment to enjoy the service from Frontier. I filed a complaint to have the charges removed but Frontier states that they would move forward with the charged to them not showing a cancellation service placed on January. I have a cancellation number provided by the agent who cancelled my service. Frontier stated they do not show record of that
Complaint Number: *** Customer Name: Eder
Hernandez Phone: 2141655018Thank
you for referring the complaint of Eder Hernandez to our office for review. We appreciate Mr. Hernandez bringing this matter to
our attention.The
Complaint states that:Mr. Hernandez stated he cancelled his service on January 6, 2020. Frontier
has investigated the above statements and offers the following response:Frontier records indicate that service order *** was issued on January 6, 2020 to remove the vacation service which had been added in April 2019.An order was issued on January 7, 2020 to disconnect the services.On June 15, 2020 a $77.54 adjustment was issued to zero out the account.The OCA will generate a delete letter to the credit reporting agencies.On June 16, 2020 we called and provided the customer with the above resolution and our direct contact information.Frontier apologizes for any inconvenience the above matter caused. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
This company is selling internet bandwidth they are incapable of providing. I'm only receiving service a maximum of 12 hours a day (usually only 9 or 10), despite paying full price for 24/7 service. They are guilty of Fraud on account of selling what they do not have, and Breach of Contract, on account of them failing to uphold their end of a clear cut contract. It took them 3 months to provide a clear answer to the problem, which is "congestion" of the service. This issue has been happening since Jan or Feb, long before the Covid crisis was an issue.
Frontier has investigated the above
statements and offers the following response:Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over time. Frontier has investigated Mr.’s account and has determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds. Frontier has issued an discretionary credit to Mr.’s account.Frontier technical support has been in contact and is continuing to work toward a solution that will improve Mr.’s Internet service.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has experienced as a
result of the above matter.