Frontier Communications

Frontier Communications is wrongly charging their customers for a service that is widely unused. Each month on my bill, there is an Internet Wifi Router fee charged. This fee is charged for renting a router from Frontier Communications. I contacted Technical Support about using our own router and getting the fee removed. Technical support advised that the router we have that is our own and not belonging to Frontier Communications is compatible, but told us we had to speak with Customer Service to have the fee removed. I spoke with Trisha at on May 12, 2020 at 1:35 PM Arizona time who was very rude. She informed us that we are welcome to use our own router but that the Internet Wifi Router fee would not be removed. Frontier Communications is charging their customers who use their own router $8 per month for nothing in return. Frontier Communications should only be charging an Internet Wifi Router fee to customers who use a Frontier router. If not, this fee should not be incurred. It is not only unethical for Frontier Communications to force charge their customers for a service that is unused and unwanted but also sleazy, crooked, and illegal. The service Frontier Communications provides is already way overpriced for what it is, and the company's customer service is terrible to go along with it.

Frontier Communication charge us the whole month of service even though we request to disconnect our service before the month end. Our billing cycle is from May 7 to June 6 and we requested to disconnect to day 05/11/20 and they want us to pay until 06/06/20 instead of prorate charge of 5 days.
Also they are charging us for an early termination of service which we never know about. We were not informed about their promotion during the initial installation. When ask to show proof of agreement they refer us to a false website information.

Over all this is a bad business practice to lure people into signing up of their service without proper disclosure.

Although my mailing address in in Monmouth, IL, I live with the account holder, *** at street address of *** in ***, IL. Account # line ***. On May 3rd at 10:37Am, I reported our internet service had went down. I sent photos of both my laptop not connecting & our router showing what lights were working. I was first told It came on later that day on it' own. On Saturday May 9th at 7:26am, it went down again. I disclosed I am COVID19 positive and need the internet to "telemed" with Doctors. I was then told there were no outages reported in our area and then asked how many devices we were attempting to connect. My phone is covered by an additional internet carrier but does use home wifi as do we have ipads and laptop, nothing was connecting. I was then told "While troubleshooting your connectivity issue, I discovered you are in an area that currently has a high number of users, which is directly related to your frequent disconnect issue. When all the users in this area are accessing data at the same time, it causes a bottleneck and reduces the quality of everyone’s service. I can see here that your issue had been escalated to our Account Management Team as well" then they said "Techs will do their best to have this fixed remotely the soonest time possible". Some woman with the company named "Jane" at *** ext *** called and said it was our router and she wanted to send a new one. We were without internet until Monday morning when a technician arrived on site in town, there is a cable box owned by this company that has had a previous problem and once again, this is where the problem was. It had nothing to do with "bottlenecking" of internet traffic or our home router. The technician lives within 30 mins of our home and explained this company no longer dispatches technicians on weekends and he knew upon reading the escalated conversation via Facebook messenger, that the problem was more than likely the companies problem and prioritized our repair ticket first. The woman I spoke with "Jane", told me she labeled this as a medical emergency yet nothing was done until Monday.

Frontier Communications' services had always been unsatisfactory, but we didn't have a choice because they are the only internet service provider in our area. My family and I recently moved so we canceled our existing service a week ahead of the actual move date. Frontier doesn't service the new area we are moving to. The rep we talked to on the cancellation never told us that (1) there'll be a cancellation service fee of $10.81 including taxes (there is no contract, only on a month-to-month basis), and (2) we had to pay the full monthly fee even though the service was disconnected in mid month. This just doesn't seem to be an honest and a customer driven company.

I ordered new Frontier Internet service (order # ***). The installation was scheduled for 5/6/2020. I have my own equipment and installed everything on my own before the installation. I called the customer service before the appointment to cancel the technician visit because it was already done. I was told they must send the technician to complete the order process. When technician came, he didn't install anything nor did anything outside the house. The technician told me that everything is working, and I'm using my own router, he doesn't need to do anything and will put the note on my account. I called the customer service the next day, they refuse to refund me the installation fee nor the equipment delivery fee. This is ridiculous since there was no installation performed and there was nothing delivered to me! I'm also charged monthly router fee even when I'm using my own router.

my bill keeps changing for ine reason or another ebery time I call I am being tokd uts because if late fees or because of a bill from 5 or 6 months ago that has already been paid. I have have to call there office of the president in order to get a clear answer which is always oh you where charged for equipment you already returned I'll have to create a ticket and get back to you. And they never do and I have to keep calling them back.

I have telephone & internet with Frontier Communications. On May 27, 2019 a EF4 tornado hit my home and neighborhood causing loss of phone & internet service. Service was restored on August 28, 2019. Frontier continued billing me for service during the outage and I continued paying the bills. I contacted Frontier customer service many times during the outage and after service was restored requesting a credit for the 92 days without service. They have said several times over the last eleven months that a credit would appear on my next bill, it never has. I was without service a total of 92 days. I calculate that they owe me a credit or refund of $318.33. The following is a summary of the claim. May billing cycle- 7 days no service @ $3.30/day =$23.10. June billing cycle-30 days no service @ $3.71/day = $111.31. July billing cycle-31 days no service @ $3.34/day = $103.76. August billing cycle-24 days no service @ $3.34/day = $80.16. Total = $318.33

Frontier Communications was unable to provide a stable internet connection at my residence after I had opened an account with them for internet service. Everyday the internet service would cease to function causing my to call their customer support/ technical support specialists. Each time I spoke with their support members, they would provide the same instructions to power-cycle the Frontier provided internet router. I followed their directions each time; however, the internet service would not fuction. At no time during the duration of my account with Frontier did the internet work properly at my residence. Many failed attempts by Frontier phone support led to a required visit from Frontier technician to my residence. Upon this visit, the technician did not enter my residence to troubleshoot the issue. The technician assured me that the problem was fixed at the "main hub" outside, down the street. Unfortunately for me, the problem persisted and no internet connection was made within my residence. Again, I called Frontier technical support. This time a support specialist informed me that they would have to charge me for another house visit. I frustratingly declined and decided to cancel my account with Frontier. I had spent many hours of my time on hold and on the phone with their specialists without any resolution to my internet issue being made. Upon canceling my service, I explained to the customer service agent that the internet service for which they have billed me was never provided as they advertised. I received a bill for $199.96 for internet service which was not provided. I immediately disputed this bill by calling Frontier. A Frontier customer service agent apologized for their inability to provide their advertised internet service and informed me that they would issue a credit for the $199.96 billed to me. The Frontier representative provided me with a reference number and informed me that it may take up to 90 days for the credit to be issued. Friday of last week (5/8/2020), I received a notice from *** informing me that I have an account that has gone to collection. Frontier, without providing me notice, has sent my account to collections for $199.96. I was told this balance would be credited and removed from my account within 90 days. However, Frontier instead sent the account to collection. This has affected my credit score.

I ordered service on Friday, May 8th to be receiving self install equipment today, May 11th. I did not receive the equipment and called Frontier customer service. I spoke with a Mary who couldn't find any tracking information for equipment. She told me that she would send another package with my equipment via priority 2 day air mail and that I would receive the UPS tracking number today. She gave me a case number 209 597 770# . I never received a tracking number and now I am really disappointed with the lack of service and also the seeming lack of togetherness. So I called back and spoke with Casey, operator number ***. I asked him to cancel the order and he did do that but failed to tell me that I would still be charged (I received an email saying such,) an equipment fee of $9.99!!!! How is that when I have not received nor handled ANY equipment, in fact that is why I canceled. He also said I would not get my deposit back for two billing cycles! He tried to defer like another credit company was handling the deposit so I asked for their name and he said it was within Frontier. There is absolutely no solidity from this organization.... How in the world am I being charged for something I never received or used!

Frontier Communications charges me $58.99 monthly fee for 6 mbs of internet service, however, I haven't received even half of that service. I am currently (and have been for years) running on 0.4-1.3 mbs and Frontier refuses to refund me for the service I am not receiving and refuses to send a technician to my area. I feel Frontier communications is taking advantage of their customers, breaking their contract, and not offering any customer support.

Until January 2020 I was a 21 year customer of Frontier Communications (previously Verizon), and throughout the years we have experienced continual deterioration of service/customer service, botched billing, poor record keeping, missed service appointments and ever increasing wait times day or night at customer service, tech and billing.These issues culminated during the final few years into completely unreliable and unprepared phone and in particular internet service from the old neglected copper DSL lines. Most knowledgeable and honest service techs will tell you what bad shape the old cracked lines are in and that there is not much they can do about it with no upgrades in sight (as we had been promised for years). The service got so bad that during any sort of wet precipitation the service was out, for hours or days depending on the weather. Even on good days, days upon end the internet service was not an "outage" but running so slow that simple functions would time out rendering it useless.The final straw in Jan was another missing service appointment and a replacement router that was sent to my name but the wrong STATE, city, and Street; I have the UPS shipping info. Frontier refused to send another new router until I return the one just sent to the wrong state and stated there was nothing else they could do for me.Not surprising, any notes in my account dealing with the router and many other recent contacts magically disappeared from my file. That prompted a new service provider search. I stated to Frontier that payment was being withheld until these problems were resolved. After leaving Frontier the final bill came with overages for the final days of service. I am withholding payment for services not rendered.

We have been a frontier customer in 2 different homes in the last 5 years. In the month of March 2020 our bill had increased by $10 and therefore contacted Frontier. The representative proposed that our service will be increased to 75/75 at the same price as 50/50 and hence we accepted. The next months bill was higher by $28.96 and it was paid thru autopay . Now Frontier call center was contacted again and we complained of the issue. They mentioned that resolution will take 7-14 days and we agreed considering people are not working in offices due to COVID19. In the meantime the next bill was higher by $22.82. After 21 days we contacted Frontier again and there representative said there was not response as yet. Having waited for 3 weeks with such bad service, we decided to disconnect FIOS due to lack of resolution. We now receive an email to pay termination charges and broadband processing fee and taxes amounting to another $67.86. It takes more than 60 mins everytime to talk to the representatives at Frontier and unfortunately there is no access to supervisor or senior people. It has been a hindrance to performing my and my family performing day to day work resulting in a lot of agony for us due to inconsistent/incoherent service from Frontier.

Frontier Communications pushes its internet service members to go out during the Pandemic Covid-19 to return the equipment to a UPS office. I've tried numerous times not to ask me to send the equipment back during this pandemic but they did call/text/email anyway.

They've charged me a fee of $100 on my bill and further pushing me to step outside to go return the equipment and their Billing rep named "Sivaan" says, I'll not die if I go out. Yes, there was some anger on my part and he cares nothing about the customer's concern and this guy is detrimental to the customers and the Frontier itself.

First of all, asking people to go out and return equipment during a pandemic is irresponsible on the part of the company and sending email from the "VP of Marketing", "CEO etc saying that they are here to HELP... which shows up no where.

I DON'T WANT YOUR EQUIPMENT. I SAY IT AGAIN, I DON'T WANT YOUR EQUIPMENT. I AM READY TO RETURN IT BY OTHER MEANS. They are NOT ready to give me an option to put the equipment out with a USPS label or arrange for a UPS pickup.

THIS IS NOT ACCEPTABLE TO PUSH PEOPLE TO GO OUTSIDE AGAINST THEIR WILL AND FURTHER CHARGE THEM WITH A $100 CHARGE TO MAKE THEM GO OUT.

This shows lack of respect and concern to their customers.

I switched my service 4/25/20 and received an order confirmation that my next bill cycle, starting 5/1/20 would be the internet only price. My service for television and phone cut off on 4/30/20. I never received my return kits for the equipment due to an employee error of not entering the request for the return kits. On 5/8/20 we received a bill for the time period of 5/1/20 to 5/31/2o for the entire phone, cable, and internet price plus the equipment rental. Per the customer service rep I was being charged the full amount because I had not sent back my equipment. Per the cancellation policy I have 30 days to return equipment (which I was not in that timeframe, plus returning was impossible since the company had not sent my return kits until I called to check on them on 5/7/20), and my service was switched over before the new billing cycle started so I did not meet the "have to pay the whole month because I was already in the cycle" The customer service agent refused correct my bill to match the correct service I was receiving from the START of my bill cycle and said I would have to pay and wait a month for a credit. Also the only reason my service was not switched on the 25th of april when I called to change is that the customer service agent then said I had to wait until the 30th to match my bill cycle.

Please Please Please do not get internet service from Frontier.
I am 86 years old today I closed my frontier account because I was paying 100 mbs speed for $58 per month. To closed the account they are charging me $9.99 Which I will not pay.
I spoke to the Representative and he was very very rude.
What Happen to ALL AMERICAN SPIRIT. THEY CARE ACT, THE CONSUMER ACT.
There is no LOVE for Senors any more.
That is the Reason most Big Corp go out of Business. And Frontier you will be one of them soon.

To Whom it may concern,

On or about 1/26/19 I reached out to Frontier Communications to terminate my service with them as I was on a month to month plan and I received a better offer from another ISP. I was transferred to the retention department. I explained that I was leaving due to price. As opposed to honoring my request they proceeded to talk me into putting my account on a vacation hold for 9 months. The terms of the vacation hold were not disclosed at this time. I was basically told that if it didn't work out with the other ISP I would be able to have my service reinstated. Therefore, I was under the impression that after 9 months the service would terminate if I chose not to go back to them. All of the equipment was disconnected following the call and was never used again as I went with the new ISP. I never received any written or electronic communication following this call with Frontier.

In December 2019, I happened to check my Frontier account and noticed charges for the past two months equating to $433.28. This came as a surprise as I never received any notification that my services were reinstated. My wife called on 12/9/19 to determine what had happened. She explained that the service was supposed to be disconnected and that there shouldn't be any charges. The representative was extremely rude and adversarial. She continued to speak over me and would not allow me to speak with a supervisor when asked multiple times. She claimed that they were all in meetings. I requested that they pull the call and review the transcript. I also requested that they send me a copy of the alleged email that they sent me on 1/24/19 outlining the terms of the vacation hold which was never received. The date they cited was not accurate since I didn't even call them until after 1/26/19. I was told that they could not provide me with a copy of the email since it was system generated. A dispute case number was established. We also received shipping information and boxes so that we could send all of the equipment back. This was done and they received their equipment back on 01/2/20.

I called again on 01/28/20 and spoke with a representative named Jo Jo. She did a much better job and spoke with an empathetic tone. She assured me that she would make sure that my dispute was addressed. She took a bunch of notes and placed them in my account. She said it could take up to 90 days before I would be contacted. She said it should be around 03/01/20 since the case was opened on 12/09/19. She also assured me that the account would be placed on hold while they investigate and it would not be sent to collections.

I called again on 03/20/20 and spoke with Haley at Frontier. She said that the dispute was still under review. She said that I would not hear anything until around 04/28/20 as the case was started again on 01/28/20 from my last call. She confirmed she did see the notes on the account.

On 5/07/20, I received a letter in the mail from *** advising that my account was sent to them for collections. I was extremely upset when I received this letter. I proceeded to call Frontier as I never heard back from them like I was told on multiple occasions. I spoke with Erica this time. She then told me that there were no notes on my account. I demanded to speak with a supervisor as this was completely unacceptable. I waited for 30 minutes since they were all in meetings again. I requested a name and number. She said she could not provide this information. I requested an email address and was told that they didn't use emails. She then told me that I would now have to deal with *** going forward since they have written off the debt.

This whole experience has been the antithesis of good customer service. How can a company not have a supervisor available to speak with a customer or even help their employee when needed? I would be appalled to work for such a company and they should be embarrassed about the way this situation was handled. I have excellent credit and pay all of my bills on time. If I owe something then I would pay it. However, in this case Frontier clearly did not disclose the terms upfront and then tried to bill for services that I didn't even use. Furthermore, they have wasted an exorbitant amount of my time dealing with this issue when they could have done the right thing up front and removed the charges.

In summation, I request that Frontier removes this charge from the collection agency and from my account. The perception I have of this company is not salvageable but they can still do the right thing. Thanks in advance for your time and consideration.

In December 2016, I signed up for internet services through Frontier. They activated a 1-year contract. I told them I did not want to sign a contract as I would be living at the address temporarily, while looking to purchase a permenant home. They assured me I could cancel the contract without any fees if they did not offer services at my new address. I agree. I cancelled the contract in April 2016 as I purchased a condo and moved. I called to cancel. I gave them my new address. They did not offer services in my area. They said they would cancel the contract without fee. I mailed back the equipment. Two months later I received a bill for 224.05. I called to follow up. After talking to a customer agent in another country for at least an hour I was assured it was taken care of. I received another bill the next month. I again called, talked to an agent for almost an hour. Assured it was handled. This happened three time as I requested to talk to someone in the USA. I again was assured there was no cancellation fee because they could not provide service at my new address. I was assured the charge would be removed. I thought it was taken care of and forgot about it. May 2020, I am going through the process of refinancing my home and the loan agent did a credit check and I have the charge of $224 from Frontier listed as an overdue/unpaid balance. I again called to remedy this on Tuesday May 5, 2020. Spent almost an hour on the phone. The agent first said it was for services. I pulled up my bank account information and reviewed all my payments. She finally said it was for an early termination fee. I explained the situation and she said she would get a manager to help me. Then returned and said a manager was not available but verified by phone number and assured me someone would be calling me back. Its been 3 full business days and no one has returned my call. I feel like this is a fraudulent charge and I am not obligated to pay this. I have tried to handle this on multiple occasions and I do not know what else to do. I told them when I signed up this would be a temporary service, they assured me there would be no cancellation fee if I moved.

I upgraded my service three months ago and at the time I was told by the sales agent on the phone that I would need a new router for the speeds I was upgrading to. I told the agent that I did not want to rent a router but would purchase outright if necessary. Their service technician came to home and installed everything but determined that my existing router that I purchased myself year earlier was sufficient and no new router was necessary and so he left without installing one. When my bill cams Frontier charged me for it anyway. I called their customer service desk and explained the situation. They agreed to remove the charge. Next month it’s still on my bill now with a late fee. I call them again, explain everything all over again, and they explained that my credit request was denied because I agreed to purchase the router and so they were obliged to bill me for it despite me not receiving it. They eventually agreed again to remove the charge and the late fee. The next months bill had the charge again now with the late fee plus and additional late fee. I had multiple round and round on the phone and online getting extremely poor quality customer service, getting hung up on multiple times, requests to speak to a supervisor or someone who can make decisions denied, and eventually got them to agree again after four hours to remove the charge for a product I never received plus the two late fees. Now today I get a call from them again denying my credit request that they have agreed to do now three times and saying they were going to charge me for the router despite me not receiving it. So essentially Frontier Communications is attempting to extort $200 from me plus late fees under threat of ruining my credit if I don’t pay them with no product to show for it, which I neither want nor need from them.

December 16th, 2019 I contacted Frontier Communications to inquire about their internet service for my home. I was told on the phone that I could receive a 25Mb connection for $47/mo with a $121.99 install fee. a Technician was scheduled to come out on December the 18th. I was told I needed to be at the residents for the install so I took a day off of work to be onsite. The technicians arrived with incorrect information, technicians were unprofessional and after being at my property for several hours they left without installing any hardware and there was not even a communications cable from the pole to my house. While the technician were on site they made some kind error in their connections at the pole which resulted in a short in the line (as I was told) this caused the phone number they had assigned to our address to repeatedly dial 911 so in the middle of the night we had multiple sheriffs show up at our house in high alert saying someone was dialing 911 from our address and hanging up. Frontier would not send a technician until the following day. I had to take a second day off work to respond to this. We still had no phone or internet service from them at this time. I was home waiting for a technician to come fix the phone service and after 2 hours past the window of time I call them and they said they didn't have an appointment scheduled for me. I spent more then an hour on the phone with them and they had to reschedule for another day. From the date(12/18) the technicians came out they began billing me without sending me a bill until 1/28/20 and the bill was dated 1/18/20 I called customer service, was transferred several times and each time I had to start completely over and explain from the beginning, each time they said they were making notes in the system, at the end of the call I was finally able to get to the point where I filed a dispute to postpone payments because I was not receiving services so I should not be getting billed yet. They provided me with a dispute number. I had to repeatedly follow up with them to see when we would be receiving service with no ETA provided. I called to follow up several more time regarding the dispute because my online billing profile was still showing a balance due, I referenced the dispute number provided and they showed no record in their system, I filed a dispute 4 times and was provided with 4 different numbers and none of them ever showed any records. In total I spend more then 9 hours on the phone with them over a 2 month period. Finally I was able to get them to come out to run a "temporary line" so we could get service with them. On 1/20/2020 they were scheduled to come out and run a temporary line between 9:00am-12:00pm I again took a day off work to accommodate this. At 12:30 I called customer service and they had no record of an appointment, I was on the phone for over 2 hours and they finally got a technician to our house at 3pm. The technician laid a wire from the pole on-top of our driveway all the way up to the house and handed me a modem and said just plug this in and then got in his truck and left. I plugged the modem in and it wouldn't work. I had to contact customer service. Spent another hour on the phone trying to get it to work and then when I got it to work I only had a 3Mbit connection... which is not the 25Mbit connection I was told I could receive on 12/18/2019. I called them that night and spent another 2 hours on the phone getting transferred around and having to start over with each person I talked to and I was finally able to "cancel the service". They said the service was cancelled while I was on the phone and that I did not need to return the modem. After all of that there was still a balance of $240.26 due. I called and referenced my dispute numbers and again it showed no record. They would always say they were reviewing my notes but I no one that ever reviewed all of my notes could ever tell me anything about my account. I would have to explain this whole story each time. I received a bill on 4/1/2020 that was dated 3/18/2020 for a balance of $176.55 and I again filed a dispute. I was told the dispute was denied because I had used the service and I spoke with Alaina and requested a supervisor and was told one was not available and I had an agreement with Alaina that I would be getting an email from Andrea who is the customer service supervisor in Waco, TX by end of day the following day. I received no email and no call. I tried to reach out to andrea in the Texas office and I was told by several customer service reps that they do not have an extension for her and I was transferred all over the place with no success. I still have a balance due for the amount of $176.55 and they will not open a dispute. I have noted that were made on each phone call with approximate amount of time spent on the phone and I have spent more then 14 hours on the phone and each time it has been exhausting.

On February 14, 2020 we awoke to no internet/cable service. Our internet/cable provider was Frontier Communications. We had a two year contract with this provider with a fixed payment of approximately 142 dollars per month that we were into for nearly one year. We placed a call to customer service early that morning to see what the problem was with our service. I wasn't behind on my payments and was wondering why I had no service. After speaking to a Frontier employee on the telephone she stated that our service was discontinued in error and transferred me to customer service. The Frontier employee said we can get you back with Frontier right now for 189 dollars a month. When I explained that I was paying 142 dollars a month under a two year contract he said that was no longer valid since my service was disconnected and I would essentially be a new customer and that was the current price for service. I was not agreeable with this and requiring immediate inter service I sought out another internet/cable carrier later that day. The next day I called Frontier to find out want my outstanding balance on my account was so I could pay it and be done with Frontier, and I was given a bill amount consistent with my normal monthly bill. I asked the Frontier employee if that amount would satisfy my account as paid in full and would not receive any further bills. The Frontier employee assured be that was my balance and I should not receive any further bills for any charges. A month later I received a bill for partial early cancelation fee of 141.58 dollars. I Called Frontier and a Frontier employee said that since I "ported out" my phone number to another carrier I was responsible for the early cancelation fee. I didn't "port out" my phone number to another carrier, don't even know what that means. Frontier claims it doesn't have the ability to "port out" a number because certain information has to be given such as a pin code, etc to do so. My claim is that I did't want to cancel my service with Frontier at the time and that only Frontier and myself had the information that was required to "port out" my number including my account number. pin number and/or last 4 digits of my social security number. This leads me to believe there was a breech in security of my account information by Frontier. I have spoken to Frontier numerous times and they are unwilling to help resolve this and take off the cancelation charge from my account. I am a responsible consumer and I would certainly take responsibility for any charge I was actually responsible for, but I didn't "port out" my phone umber to another company looking to leave Frontier as they claim and therefore I should not be responsible for any cancelation fees incurred when they disconnected my service without
notice to me.
Frontier has been very difficult to work with and has poor customer service practices. Keeping customers happy and satisfied is not there first priority.
Thank you