Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
I am subscribed to broadband internet provided by Frontier Communications. Due to recent world events I have been working from home, and rely heavily on the internet connection for work. Frontier is not providing the bandwidth I pay for, and the connection is very inconsistent.
I am paying for the 6 megabit/sec download and 1 megabit/sec upload plan, yet its rare to get more than 1.5 megabit at any given time, and at random times throughout the day I get less than 1.
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 he has been experiencing intermittent speed
and connectivity issues with his Internet service from Frontier, and
states that he is not receiving the broadband speeds that correspond with
what he is paying. Frontier has investigated the above
statements and offers the following response:Frontier advises that actual Internet
speeds 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, time of day, and the performance or limitations
of customer wiring and customer-owned equipment.Frontier has investigated Mr.’
account and has determined that he resides in an area where high Internet usage
during peak periods could be affecting Internet service
speeds. Frontier advises that due to a
surplus of Wi-Fi traffic in his home or immediate area, Wi-Fi network
congestion could be affecting Internet service speeds. Frontier advises that Mr.’
monthly rate is consistent with the service tier that he is subscribed to, which
includes a monthly discount.Frontier advises that it is continually
working to improve its network and its customers’ experience; however, Frontier
has no specific plans for upgrades in Mr.’ area at this time. Frontier spoke with Mr. on May
12, 2020 and discussed 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The technician was able to test and confirm that no problems exist on the line between me and frontier's equipment. The problem with low download bandwidth is still effecting me, and hasn't gotten any better.
-As I originally said, the problem exists in frontier's network, and my equipment and line connecting me to that network IS NOT THE PROBLEM. This has been confirmed today by the technician.-We expect to be receiving 3 megabit per second at all times at the very least. Clearly we can get that, because at 3AM we are getting up to 5 megabit per second with no issues. During the day we get anywhere from 0.9-3, but its far from consistent, which is not acceptable.
Regards
Thank you for referring the rebuttal of ***
*** to our office for review. We
appreciate Mr. bringing this matter to our attention.The Rebuttal states that:Mr. advises that he has been experiencing slow internet
speeds at various times during the day.Mr. advises that he would like his internet speed to be
consistent with the tier of service that he is subscribed to.Frontier has investigated the above
statements and offers the following response:Frontier has investigated Mr.’
account and has determined that he resides in an area where high internet usage
during peak periods could be affecting internet service speeds. Frontier advises that actual internet
speeds will vary as a result of multiple variables including, but not limited
to, multiple users or devices on the same network connection, time of day, the
composition of the information or files that are being accessed on the internet,
distance from Frontier’s closest facilities, among other things. Frontier sent a technician out to the
customer’s premises on July 2, 2020. The
technician determined that there were no shorts on the line, and that the main
issue is congestion on the network.Frontier advises that it is continually
working to improve its network and its customers’ experience; however, Frontier
has no specific plans for upgrades in Mr.’ area at this time. Frontier spoke with Mr. on July
6, 2020 and discussed the above information. Frontier will follow up with Mr. once it has been confirmed
whether or not any upgrades are slated to be made in the
near future.Frontier’s position remains the same as
there has been no additional information provided that warrants a deviation
from the original 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.
Called to order new internet service on March 18, 2020. Equipment arrived March 26. I needed to go out of town and returned and contacted their technical and billing department on May 1 to help me install the equipment cause it was not making sense after watching their video. Then spoke with billing/customer care explaining the above. They said I am being billed for service starting March 18 when the line went active. I explained I had not used it or set up equipment until May 1. Asked to speak with a supervisor who told the rep that was speaking with me there is nothing they could do because how do they know I was not using the line I activated. I can not seem to find a number or anyone to speak to above this first line of representatives. This is not a way to support new customers. I want the bill adjusted to at least May 1 when I was able to set up the internet service. Or meet me 1/2 way. I gave them auto billing and the service works well it is just that I do not feel I should be charged when service was not set up yet. I need to speak to someone above the first line of emploees.
Mr. activated service on March 17, 22020.Mr. currently bills $27.99/3M Internet, $10/Wi-Fi
Router plus taxes and surcharges monthly. Mr.’ account was reviewed. As a courtesy, a Frontier agent adjusted the
account for 1 full month of service. Total credit $38.69...The adjustment
request has been approved and will be posted immediately to the customer
account. An adjustment of $28.83 was issued on March 18 and $22.32 on April 18.
No other credits are warranted.Frontier apologizes for any inconvenience the matter
mentioned above has caused. We trust
that this information will assist the Revdex.com in closing this
complaint.
I had to cancel Frontier's internet service due to a recent move. I called to cancel the service on 04/19/20 which was one day past my billing cycle but was billed a whole month for which service wasn't provided. The current billing cyle is from 04/19/20 to 05/18/20. I also need to pay $10.00 cancellation fee which wasn't disclosed when I signed up for the service.
Nature of
Complaint: I had to cancel Frontiers
internet service due to a recent move. I called to cancel the service on
04/19/20 which was one day past my billing cycle but was billed a whole month
for which service wasn’t provided. The current billing cycle is from 04/19/20
to 05/18/20. I also need to pay $10.00 cancellation fee which wasn’t disclosed
when I signed up for the service.Requested
Resolution: I want Frontier to send
me the last and final bill only for the days that service was provided. In this
case it is only for one day since the billing cycle ended on 04/18/20 and
remove the $10.00 cancellation fee.Mr. established Frontier service on January 18,
2018 and disconnected service on April 30, 2020.Mr. billed $55/FIOS 100/100 Internet from
4/19/2020 – 5/19/2020 on the April 19, 2020 billing statement. He did call on April 20 to request to cancel
service, however, his monthly cycle had already started therefore he would bill
the full month per billing guidelines. As a courtesy, a Frontier agent adjusted the account in
the amount of $55 for the charge mentioned above. The adjustment request has been approved and
will be posted immediately to the customer account. The adjustment will show on the final billing
statement. The $9.99/Residential Broadband Processing Fee is a fee
charged to all customers who cancel Internet /Broadband service. A credit is not warranted for the Residential
Broadband Processing Fee. Mr.’s final balance is $9.99.Frontier apologizes for any inconvenience the matter
mentioned above has caused. We trust
that this information will assist the Commission in closing this
complaint.
I canceled my service with Frontier Communications in February. They continue to send me incorrect bills. The first time I called, I was told it could take up to three months to correct the bill. I then got a notice that they were going to send it to collections. I called and was told that I had no bill and that was a mistake. Today I got the collection notice. They are unable to help me with this problem unless I am able to provide with them with a 5 digit code. They claim the 5 digit code I gave them was wrong. The customer service person refused to even let me talk to a supervisor unless I provided that code. I even have a cancellation number which they refused to take. They claim they have to mail me a form that I can then use to change the code. They obviously have my account information as they have set it to collections. It's ridiculous that I need this code an they have no back up way of accessing my account and that I can't even talk to a supervisor. Now I am looking at my credit score being impacted because of this company's incompetency. I would have happily paid the bill a month ago just to not have to deal with them anymore but they assured me everything was fine with my bill.
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. stated she needed to discuss the account but did not have the 5 digit passcode.Ms. states that she is not supposed to be in collections. Frontier has investigated the above
statements and offers the following response:Frontier advises we sent Ms. an Authorization ID, allowing her access the account with Frontier agents.Frontier advises that we informed Ms. that the balance is correct.Frontier advises that the account went to collections. Frontier spoke with Ms. on June 23, 2020, and advised of the above. 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 have had many problems with my Frontier service the most recent that I would like resolved is how I am being billed currently. I recently switched from phone and internet service to just higher speed internet the last week of April 2020. When the tech came out to install it he gave me another router, I told him I already had the exact one he was giving me. He said he was leaving it anyway because he already had it set up. At no time was I told I would be charged an extra $10 a month for this router. This is a new fee that I was not being charged prior to this service change. When I tried to do online chat with customer support I was told this was just a discount that expired. She mentioned this multiple times as I was trying to explain the discount had just started. Having issues with the chat not loading properly I gave up with that and called the next day. I was given multiple reasons for this charge, first it was a fee for the router. When I disputed being charged for a router that I already owned it was then a normal fee that is charged but I had been previously "grandfathered in" to avoid the fee on past billing. When I asked for the supervisor I was given to someone else. He then told me it was a charge for the router, which I already owned the exact one. When I asked if I could send it back to avoid the fee he said no. He also said at one point it was a data fee, then it was a rental fee. He said I could avoid the fee by just paying $200 for the router. All this time I'm still telling him I already had the exact same router from Frontier so why would I be getting charged for a new one. He argued that it wasn't a Frontier router and I needed a Frontier router.
To be clear I am getting charged an extra $10 a month for a router that I already had and did not need to replace.
I also have issues with the credit and charge portion of this bill for the week of the switch. My previous bill was roughly $95 a month, my new monthly bill should be roughly $70. For the one week of the month where the switch occurred I was credited only $15 and charged for that week $14. If my bill was $25 higher prior to the switch the credit should be a bit higher than the charges for that week.
I have had only one good interaction with this company's customer service in all the years of dealing with them and that was when I request the switch in plans this last time.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (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. Also, we cannot support or repair the non-Frontier equipment.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.Additional research determined Ms. was not quoted the monthly fee. As a one time courtesy a credit of $30.00 was applied for 3 months of the router fee.Addiitonally, all pro rated charges and credits are computed systematically based on dates the services were change.
Frontier spoke with Ms. on May 8, 2020 and advised her the router fee is valid.
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have attached a picture of the original router I had prior to the tech coming out and the router he left with me that day. As you can see by the picture the routers are the same and both are frontier routers so I will state again, I already had a frontier router that I was using with my Frontier internet service prior to the tech coming out and prior to changing my internet to a higher speed.I have also attached screen shots of my bills using frontiers online comparison tool. As you can see by these screen shots there is no router service charges while I had internet service prior to this switch. While frontier claims these charges were started in 2017 you can plainly see that that I was not charged this fee in 2020 until the switch of plans.
Regards
June 8, 2020
RE Case: ***
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (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. Also, we cannot support or repair the non-Frontier equipment.
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 advises in December 2017 changes were implemented for routers. Frontier’s advertising and 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.
Additional research determined Ms. was not quoted the monthly fee. As a one-time courtesy a credit of $30.00 was applied for 3 months of the router fee.Additionally, all pro-rated charges and credits are computed systematically based on dates the services were change.
Frontier advises that no additional information has been provided to warrant a change in our decision.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have provided proof that I was not being charged this fee while I had a frontier router and frontier internet service for years. Frontier stated that they have been charging this fee since 2017 which is obviously not true. They have given no reasonable explanation for this charge to now suddenly appear.
Regards
Would give negative stars if I could. Crook and negligent, can't get anywhere with them.
Cancelled my service due to lack of band width on April 20, 2020 1 day into this month's service. 3 minutes was the longest I was able to stay connected in a 3 hour time frame. Their solution after talking to "service" was to mail me a new router which would take a week, then maybe I would have service. Called and cancelled then as that would do me no good as working from home. I was told they would have to prorate me later when bill was due. Now being told they do not prorate under for any reason. I should have waited with no service for the week then they could have started a trouble ticket and maybe then I would have been given a discount. I do not know how this company is allowed to do business in the state of MN. How can any company bill you for service they were unable to provide?
Left a 1 star as they do have a place for ZERO
I am being charged a monthly rate of $10 for a WiFi Router that I do not have from Frontier.
I was told by the sales rep and their customer service rep that this charge would go away if I bought my own router and returned theirs. I complied and did just that. However, my payments have not changed.
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. is disputing
her bill for services from Frontier. Frontier has investigated the above statements
and offers the following response:The Frontier Residential
Gateway (router) is Frontier equipment provided with every service order and is
specifically designed to work with our service. Our advertising and our residential internet terms and conditions make
clear that our services includes equipment charges such as the router
charge.Frontier did find that Ms.
*** returned equipment to Frontier and Frontier has decided to remove this
charge from her account. Ms. should be aware
that Frontier cannot support or repair the non-Frontier equipment.A Frontier Representative did
leave a message for Ms. on May 12, 2020 advising of the above.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 tried to cancel Frontier internet service twice, and have been told both times that I have a pending balance. I have not lived at the service address since the end of April, and I am still expected to pay an amount covering the entire month of May. The answer is always "you can cancel at anytime", but it seems like I keep getting stuck with a bill either way.
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 he was charged after he terminated Frontier services.Frontier has investigated the above
statements and offers the following response:Frontier advises that prior to termination, Mr. was billed
(and thus incurred charges) through the end of his billing cycle. Frontier has agreed to issue a courtesy
credit for Mr. once the final billing is generated. Frontier has set a
follow up with Mr..Frontier spoke with
Mr. on May 11, 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.
Long wait for technician to fix problems. Horrible customer service. Can’t get a hold of management. Outsourced. Only reason I stay with them is because they are cheap and I can’t afford anything better because I am limited.
After "upgrading" my internet connection, I'm having website connectivity issues. I spent 30 mins on the phone and an hour on live chat with two different techs and performed a massive amount of troubleshooting, including resetting the router, resetting the ONT, power cycling the router, and performing a local dns cache flush. Time spent on May the 5th. Contacted another live chat representative on May 6, 2020. I requested a credit and tech be sent out. I was refused. I was told I would have to go through the same troubleshooting steps I went through yesterday, despite the previous tech having provided notes. I was also refused to speak to a supervisor. I was told they A) could not contact a supervisor due to working from home, and B) they could not send a tech out (reasons absent). I have a printed PDF of the chat.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises he experienced connectivity issues.
Frontier has investigated the above statements and offers the following response:Frontier advises the time out of service credit policy requires a repair ticket to be opened and the service to be out for twenty-four (24) hours for credits to be applied. Research shows repair ticket *** reported May 13, 2020 for physical issues. The ticket was closed May 16, 2020 as replaced Optical Network Terminal and router.
Additional research shows Mr. began troubleshooting his internet issues at the beginning of May 2020. Records show there was internet usage in the month of May, therefore the service was not out.
As a one-time courtesy a credit for time out of service was applied from May 1, 2020 through May 16, 2020 totaling $60.15.
Frontier attempted to reach Mr., direct contact information was left on .
We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
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.
I expect in the future, if I report a technical issue with my service, that everyone I speak to as a representative of the company, whether via phone call, or via online chat, will be helpful, professional and knowledgable. I expect that by the third time I'm calling about the same issue, a technician will be dispatched to troubleshoot the equipment on my end. My connection is working and my account has been credited, so for this matter I will consider it resolved. But I will expect that I don't have to file a Revdex.com complaint to get satisfactory service going forward.
Regards
On March 11th, 2020, I called and ordered internet service from Frontier, as it had just been announced that I would need to start teaching online. They said that they would hook it up as soon as possible but on Monday the 16th at the latest. They said that they were overnight shipping equipment. They did not send the equipment and I had to call multiple times and I did not get service until the 20th of March, while I was supposed to be working online. When I did receive service, it was not functional for online teaching. I ordered a package that should have been three times the speed I had previously purchased with another company, but it was extremely slow and took 23 hours to upload one class. Therefore, I cancelled on March 26th, after only 6 days of service. They are now billing me $56.37 for those 6 days of service. They even charged a "disconnection fee" which I have never seen from any company in my life. This is exorbidant. Their only competitor in town offers 30 days, money back, but Frontier is price gouging for anyone who tries their service. They did not deliver functional service and they did not deliver timely service. Therefore, I object to the high fees and extra charges. When I have called to resolve this issue, my request to speak to a manager has been refused.
May 12, 2020Case *** Thank you for referring the complaint of Ms.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Ms. states Frontier billed for service after the termination date. Ms. states she was billed a Broadband Processing Fee. Frontier has investigated the above statement
and offers the following response:Frontier bills internet services one month in advance. Termination of internet services will be effective on the last day of the customer’s Frontier billing cycle. The Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.As a courtesy, an adjustment in the amount of $41.44 has been applied to offset service charges after the termination and for the Broadband Processing Fee. The balance due to Frontier is $14.93. 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
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. Thank you for your assistance!
Regards
On 3/23/2020 I called frontier and spoke with a sales representative regarding setting up internet based on their advertised plan of $39. Before confirming the order the sales rep mentioned that there will be a $10 monthly rental fee for the router. I told him I already have a frontier issued router from my previous frontier contract. He insisted that it would have to be left on initially in order to process the order but that if the technician decided that the router was compatible that I could use it and then call in to have the charge removed. I reluctantly agreed. The technician came and installed the service and used the router that I provided. After receiving the first invoice for $142.36 including the $10 wifi router charge I called frontier to have the $10 charge removed. I was told by the rep that the would have to do a call review to verify that the sales rep actually said that I could use the frontier router and that it could remove the charge. The rep told me that the call review would take about 5 business days to process and then they would reach back out to me to which I agreed. I received a call back or voicemail from frontier. On 5/4/20 I received a second bill that had the previous charges of $142.36, plus new charges of $63.83 which includes a $9.99 late fee charge. A charge I didn't pay because Frontier never fixed the bill dispute on the first bill in the first place. I called Frontier on 5/4/20 and the rep I spoke with said that she was with the collections department and didn't have access to my previous calls but that I could make a payment on the UNDISPUTED charges and then she could transfer me to the customer service dept. I agreed but then when she said there would be a $10 charge for payment over the phone I decided to pay online. While being transferred I went online and paid $186.36 paying all but the two month's charge for wifi router. I waited for 40 mins and ended the call after no one from customer service answered. Later on 5/4/20 I called frontier again and asked for an update on the call review after which I was told they hadn't done it as yet. The rep I spoke said she was in the retention department and she would look into it personally. She said it was Frontier's policy even with call reviews to only give a three month credit for the router fee after which I would have to pay it. I questioned how I could be charged the fee if I never agreed to it and why would they credit me for three months and then proceed to charge me afterwards if I was "misquoted". She said they would review the call to which I agreed. She called the next day on 5/5/20 and said that they couldn't find the sales call recording and that even though they have records of me having calls with Frontier on the day of the order (3/23/20), that none of these calls were with sales employees but only engineers. I asked if frontier would reimburse me for the $9.99 late fee and she said it was Frontier's policy to continue to charge a late fee even if the bill is in dispute.
Mr. established service on March 25, 2020.
Mr. currently bills $39.99/FIOS 500/500 Internet, $10/Wi-Fi Router Fee plus taxes monthly.
Mr. was billed $9.99/Shipping and Delivery Fee on the initial statement as a standard fee for equipment delivery to his residence. As a courtesy, a Frontier agent has removed the fee, however, the $10 Wi-Fi Router fee will continue to bill monthly as a part of his discounted FIOS internet service. All Internet customers are billed the router fee. Unfortunately, it cannot be removed.
The $9.99 adjustment request has been approved and will be posted immediately to the customer account. Mr. will see the adjustment on one of his next two billing statements.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
Being charged $247.68 for closing my account no.I closed my account around oct 2019.I had no contract as to time I could end service with frontier.it being month to month to
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 being charged $247.68 for closing his account around October
2019. He had no contract at the time, so
he could end service with Frontier.Our records indicate the customer requested
a transfer of service; however, Frontier could not meet the date for install
Mr. requested. The Frontier
representative enter the order for the service to be installed at the new
address but failed to process an order for the disconnection of the existing
service. The account reflects the account was
suspended on November 22, 2019 and disconnected on December 10, 2019. Mr. did request the service
disconnect October 10, 2019. According
to the call details, the new install order was not authorized. As of May 11, 2020, the account balance of
$247.68 and all other associated fees have been credited. Mr. was notified on May 12, 2020,
his account balance has now been cleared.We sincerely apologize for the inconvenience
this matter has caused. Should Mr.
*** wish to discuss this matter further, I can be reached at
EXT ***Thank you,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
A payment was made yesterday, 5/5, for full amount due on account, *** The amount of $259.42 was paid, not reflected in balance as of today, 5/6. The rep in billing stated it takes up to five days, which is a ridiculous amount of time, most other companies including utility such as Frontier post payments within 24 hours. There is an extension until 5/8, according to the rep, she requested I make yet another payment on top of the payment I made which covers the balance in full..I was then put on hold for a supervisor whom did not pick up after waiting on hold for fifteen minutes. It appears Frontier holds payments, even credit cards such as this one, in order to possibly get a reconnect fee should service be interrupted in this case..
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 it takes too long for Frontier payments made online to post to accounts.
Frontier has investigated the above statements and offers the following response:
• Frontier advises payments made online with Frontier can take up to five business days to post.
• Frontier shows Mr.’s payment posted on his account on May 7, 2020.
• Frontier communicated the above information with Mr. by email on May 7, 2020.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Since obtaining internet service in 2016, the quality of service provided has significantly declined. We were initially paying for a 25 Mbps plan however were only receiving ~4 Mbps. Over the course of the next 4 years, our service has been intermittent and when it was "working" speeds have declined to 0.25 Mbps. Service has only worked about 20% of the time. Despite being advertised as high-speed internet, we were receiving service on par with dial-up internet. We contacted the company frequently over this time and received explanations such as a bad router (which was provided by the company) or that our service was sufficient.
Recently, we contracted out to have some construction done on the property. Miss Dig was called and notified the appropriate utility companies to mark any underground lines, including Frontier. The phone/DSL line was never marked, and during the construction the line was severed. When we called Frontier to notify them of the problem and to get a technician to fix the damaged line, we spoke to 3 different automated messaging services and 3 different representatives. At one point, we were told that they checked our service from their end and everything appeared to be fixed (despite having a completely cut cable). We were finally able to schedule a technician for a week later.
During all of our issues, the price of our service has continued to rise. We are now paying over double what we paid with other ISP at our previous residence, while receiving 100x slower connection speeds. Frequently when calling to try to troubleshoot our service we were hung up on, transferred to other departments, told that our service was adequate, and generally treated with a lack of respect. The company has refused to replace antiquated cable lines and is relying on technology that was developed well over 30 years ago.
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 he has been experiencing intermittent speed
and connectivity issues with his Internet service from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier completed repairs at Mr.
***’s home on May 8, 2020. Frontier has issues appropriate credit for time
out of service. Frontier provided direct contact information for Mr..Frontier attempted to reach Mr. to advise
of the above but was unsuccessful. Frontier left a message for Mr. that
included direct contact 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.
Had Frontier installed and only used it for 4 days and now they are trying to charge me for a $75 install fee and also 1 month of service that was not used? When I canceled the service I was told that I would only be charged a $9.95 fee for "Residential Broadband Processing Fee," I told this to the rep and he said he didnt see it in the notes so it would be a "he said she said situation" so I asked if in the notes it said that I was told about the $75 install fee and the 1 month of service and he said "No" it did not say that in the notes. Then I tried to file a dispute and was told that their system would let them file the dispute?
It was advertising issues in beginning. I was lied to about when I would have WIFI. I was supposed to have Monday after I moved in, they sent stuff out on monday but didnt include all the parts. They reordered parts, or did they ? Bec we never got them. WE have had to take HOURS of our work days to try and deal with this mess. CUSTOMER SERVICE IS RUDE AND NOT HELPFUL AT ALL !!!! WE are working from our home office with no wifi for 1.5 weeks eating up all my data on my personal hotspot and finally they send someone here, 2 weeks later and it still doesnt work!!! I have never seen such a poor customer service company in my life. They have no desire to fix anything for you but sure didnt have a problem sending me a bill for something that doesnt even work, or wasnt even hooked up !!!!! This has cost me thousands of dollars, missing work !!! I am a high income earner and this has hendered me in ways you have no idea. Asked to speak to MGrs and they are as vague and uncaring as the rest of their staff. I am actively looking for a company that values their customers.
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 is experiencing Internet service issues. Frontier has investigated the above statements and offers the
following response:Frontier advises that the account was activated on April 20, 2020 and service issues were reported on April 21, 2020.Frontier determined that Ms. needed to have a modem replacement and the correct replacement kit was received on April 30, 2020.Frontier advises that a technician was dispatched on May 1, 2020 and corrected the Internet issues. Frontier applied an adjustment of $18.92 for the service issues. Frontier spoke to Ms. on May 14, 2020 and confirmed working service. 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.
Just hooked up Internet service with frontier, I purchased my own equipment, (i.e. router) and they have a monthly charge on my bill for a router that they did not provide. I tried an online chat on 5/5/2020 to resolve this issue with the billing department and they referred me to supports department. I called the supports department later that day and I was told that the charge goes on my bill unless I buy a router from them directly.
Frontier CommunicationsThank 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.
*** is disputing his bill for services with Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that the Frontier Residential Gateway(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 it 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. Also, we cannot support or repair the non-Frontier equipment.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 cost more to serve the customer. Therefore, if a customer uses their own router, the charge still applies to cover these cost. Frontier cannot support or repair non-Frontier equipment.Frontier spoke to Mr. today and explained all of the above. 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It is clear in Frontier's terms and conditions that there are equipment charges, however no where does it state that those charges are charged if you use the equipment or not.Frontier is trying to charge me for equipment that they did not provide to me.
They also state that they are not responsible for non Frontier equipment, thus negating the statements about costing more to service the customer.
I also have proof that this fee has been waved for other Frontier customers, and only want the same treatment they provide others.
I stand by my previous statement in regards to NOT paying the router fee.
Regards
Frontier CommunicationsThank you for referring the rebuttal
of ***
*** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Rebuttal states that:Mr.
*** is disputing his bill for services with Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that the Frontier Residential Gateway(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 it 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. Also, we cannot support or repair the non-Frontier equipment.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 cost more to serve the customer. Therefore, if a customer uses their own router, the charge still applies to cover these cost. Frontier cannot support or repair non-Frontier equipment.Frontier is working to comply with the Television Protection Act of 2019 that is scheduled to go into effect on December 20, 2020. If you believe you are being charged for equipment you do not need, please contact Frontier after December20, 2020 for more 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.
I have had problems with my internet dropping and not being able to reconnect since April 21, 2020. Note, I am able to reconnect at times but there are times when I cannot reconnect and I get different answers from Frontier's Customer Service Dept and Tech support. Here is the summary of events:
1. April 21, Time-1942: I could not reconnect to the internet. Called Frontier at . Tech stated that they will send a tech to my residence on April 29th. Case #***. I was not happy with the amount of time I had to wait but the tech said he could not do anything about it. Next morning, my internet was operational.
2. April 24th, Time-1621. I called Frontier since I could not reconnect to the internet. Spoke with a tech named Robin. She said she did a "hard reset" and I was then reconnected to the modem.
3. April 28th, my modem was down again and I could not reconnect to the computer. I call Frontier Communication and spoke with KIm. She said my phone line was down and then transferred me to a tech, Louis to help me. Not sure why she transferred me to a tech since I needed a phone line to for my modem to work.
Louis, the tech said he could not reconnect my modem and was going to transfer me to customer service again. I told him I did not want to be transferred. The phone line is out and that's why my modem was not working. He said he would conference me in to customer service but returned and said my phone line was down, which I knew. He then stated that since Robin did a "hard reset" on April 24th, I needed a new modem. I informed him to mail it to me but since he saw that there was a tech scheduled to come on April 29th, he would make sure they bring me a new modem. I told him I was skeptical about the tech coming since I had no shows in the past. I live about 40 miles from town and had bad experience with techs not coming in the past. He assured me a tech would come and deliver the modem.
4. April 29th-The tech who was scheduled to come called me. Told me that my internet should be working now. I said it was but asked if I would get my modem delivered. He informed me he was not informed me to bring a modem and stated that "he was not a delivery service". I told him that Louis stated that I needed a new modem due to the "hard reset" that was done by Robin on April 24th. Tech stated they always do "hard resets" and my modem should be fine.
5. April 24th, Time-1413: Called Frontier Communications and spoke with a tech. Her name was Gretchen. Provided the history and stated I did not need a new modem. I told her about my internet connections issue and she said she would mail me a new modem. I told her if I did not need it, not to send it to me but I have been having chronic issues with losing internet connections. She said she would send me a new modem and should be here on the weekend.
6. May 3rd, Time-2121: My internet connection when down and called for tech support. Spoke with Meiling. Told her the entire history and said there was nothing she could do and give me a ticket #4756739. I told her I was frustrated with the support with no results. She informed me that the tech came out on April 29th according to her records and everything was fine. I told her that her records were incorrect and told her that the tech did not come. I wanted this issue escalated so she told me to call . I called the number,time was about 2150 and spoke with a tech named Salvador. He told me that the modem was coming on May 6th, different and I would have to wait until then.
Note: This is unreasonable!!!! I have been having this problem since April 21st!
7. May 4th, time-0829: Frontier left me a voice message stating that my internet issue has been resolved and stated they are closing my ticket. If I still had problems, I was to call .
8. May 4th, time 1954: My internet went down and could not reconnect again. Called the but support line was closed. Called and spoke with a tech named Daily. He stated that he could see I was having connection problems. In fact, he said my internet went down 9 times already today. He told me that they would send a tech out on May 14th. I informed him that I felt this was unreasonable. From April 21st, I waited until April 29th, then the scheduled tech said he would not come. The ticket number is ***. I told him I would like to be credited on my bill. Since this Covid quarantine, I needed computer access for work and my family. Daily told me to call Customer Service in the morning and that they cold see my records and provide me with the credit.
Note: It's not the credit I am after, it a reliable internet connection.
May 5th, time-1132: Called Frontier's Customer Service. Spoke with Daily. Told him about the problem I have been having and that Daily said to call Customer Service to adjust my billing. Daily stated that I have an open ticket so he could not do anything until the ticket closed and to call back then.
Note: I feel this is very poor customer service.
: 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 that his Internet was experiencing frequent disconnects since
April 21, 2020 and the technician never showed up or called.Mr.
*** advises he has made multiple calls and was given a repair date but
would like his service repaired prior to that date.Frontier has investigated the above statements
and offers the following response: Frontier
apologizes for the missed commitment experienced by Mr..Frontier
is working on opportunities to alleviate customer frustration related to missed
commitments and repairs.Service
concerns are addressed as quickly as possible with consideration to the service
affected, medical necessity, inclement weather and other factors.Frontier
advises Mr.’s service was repaired on May 11, 2020.Frontier
applied a credit adjustment to Mr.’s account as a courtesy for the time
out of service and service performance. Please allow 1 to 2 bill cycles for the credit. Frontier
spoke to Mr. on May 11, 2020 and advised of 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.