Frontier Communications

Upon receiving my Nov 1st statement I noticed that my monthly amount had increased. When I called Frontier about the extra fees for reconnection fees that I knew nothing about because my account had not been disconnected. I was informed by Cody that the account was suspended and restored the same day. That made no sense as we NEVER lost service. Obviously the payment canceled and scheduled disconnection fee. He was unable to reverse the charges, but would put the account in dispute. It would take three weeks to a month in the meantime I could pay the bill less $37.99. He said the account would be adjusted or Frontier would contact us. They did neither! I called back a second time, then a third time. Upon my third call I spoke with Joseph. He reviewed the account and explained that he can see the issue and agreed to adjust the bill in the amount $42.74 which is the correct amount with taxes. He gave me a new confirmation #***. I have now received my April statement and Frontier still has not reversed the fess as promised. I Spoke with Christian who is now stating that they can no longer dispute or reverse the fees because it has exceeded the 90 day mark. That was the first time I had ever been told. I am not sure if that's a billing tactic used by Frontier. I was not able to find that on their four page statement. I find it reprehensible
that as a consumer who took the proper steps to address and issue could/would be held liable Frontier failing to perform their duties on several levels. For ever over hour I requested to speak with a supervisor and was that she would not be able to help me. She is using the "same system" that he is and there is nothing she can do after 90 days. I told him that I understand, but at this point I would still like to address the way my account was handled with her. He repeatedly put me on hold to "speak" with his supervisor, but he would NOT let me speak with her. His explanation was that she has a long list of calls and "she told him to tell me that she cannot help". No problem, I said I would like for her to tell me that herself. I am a consumer who has requested several times during this call to speak with her. I am happy to wait my turn. He still would not let me speak with her. He left me on hold. I think in the hopes that I would get frustrated and hang up. It's now well over an hour I am still holding for Christian or his supervisor. At some point during our conversation I asked Christian why does his supervisor have the time to speak with him multiple times during our call, but can't afford me five minutes. As a supervisor it is her responsibility to address the request of the customer regardless of the outcome. I asked for her name and was told he could not give that to me. I asked for a telephone number to call her, he doesn't have one. I then asked for the corporate address to send a written complaint and I was told that "they don't have a corporate address". I was contiunelly put on hold while he spoke with the supervisor who he says could not speak to me and still could not give me her name. Eventually I left the phone on speaker waiting for Christian or his supervisor to get on the call and no one ever came back. I was then switched to hold music. My desire outcome would be that Frontier would uphold the agreements, by the representatives to adjust my account as my service was never interrupted. It is not my issue that they let the time lapse past 90 days and then refuse allow me to speak with a supervisor.

My wife and I are currently working from home because of the Covid19.
I was told by frontier that I need a faster router and jump up from 100mbps to 500mbps.
I ended up upgrading and when the technician came out he told me that he couldn’t come in because of the Coronavirus which I completely understand.
I was disappointed that frontier never called me ahead of schedule to let me know that the technician couldn’t come inside.
When the technician arrived, he installed the router in the garage and now I get a lot less range than I did with the *** router.
I called Monday to complain and they told me that they would send me a new router because that router was defective. Order# ***. They told me that I would get the router in 24 hours and I haven’t gotten anything.
If I don’t have internet access I can’t work and if I can’t work I can’t make money. I really need someone to from frontier to call me because I am desperate in need of this issue to be taken care of. I have called 4 times to frontier and they keep transferring me from 1 department to another and another and another.
This is like merry go round and the issue doesn’t they resolve.

A saleslady convinced me to switch to FiOS internet by coming to my doorstep. She claimed she would be my personal account manager, text me appt reminders, and could assist with issues or anything I needed. She was very nice and I thought I would give it a try. After the initial sale, my first request to her was to reschedule my appt, I reached out to her and never heard back, so I rescheduled myself (called support and took 30 min to speak with someone). She texted me 2 days later saying she rescheduled for me....OK whatever. I also never received any text reminders or heard from her after this. I got my internet installed on Sat 3/7, the tech told us that the router installed was a new product & has bugs, so it will disconnect from time to time (seemed weird that he would install faulty equipment but ok). He said just reboot it and it will be fine. The same day the service was installed, the internet went out at least 5 times. The next day, internet continued to go out, we called support who advised that the issue was with the router and mailed out a new one, which was to be received on Weds 3/11. We didn't have internet during this time. On 3/11, we switched the router and continued to have the same issue. The same day, internet would not stay connected for more than 5 minutes at a time. The next day (Thurs), I cancelled my service. I received a bill for 1 months service + installation & shipping fee. I disputed the bill, and was told to wait another month and I would receive a revised bill removing the charges. 1 month later, I received the same bill but now is "past due." I have tried to dispute this with Frontier, who keeps transferring me to different departments. I don't mind paying for a service that I used, however, we have not actually been able to use the internet since the day it was installed. All customer service said was that they understood, but nobody wanted to rectify the situation. I should have known from the start when the saleslady did not do ANYTHING she said she would.

I paid my Frontier bill to a closed Frontier account for two billing cycles. (August, 2019 & September, 2019) When I realized what happened, and after paying late fees for two months to bring my account to zero owed, I asked to be refunded of the amount paid to the wrong account. ($143.00) I was advised it would take two billing cycles. After numerous calls I was given a case number, S-81387464, on March 3rd 2020. I was advised that a refund would be made to my checking account in five days. I still have not been reinversed and was today, April 14, 2020, that it would take two to three more billing cycles to receive my money. The Customer Service Agent, Dareon, refused to connect me with a billing supervisor. I advised Dareon that I would be connecting Revdex.com.

I paid for an installation of a modem and extender, which I had to install myself. Due to the Covid-19 the technician refused to come in the house and install

I contacted customer service due to issues with our internet service not working properly. I was told I would receive a $42 credit on my next bill. I did not receive it so I called to ask about it. I was told that not only was I not getting the credit, but there was no record of me calling about my service issue. I asked to speak to a supervisor and they connected me with technical support. Technical support looked at my account and saw where I had called and was told I would receive a credit. Technical support then transferred me back to customer service where the agent told me that even though their representative told me I would get this credit, that I would not be getting it.

I live in a rural area, and yeah, I don't expect speeds of the gods and most city people, but when we're paying $50-$100 a month for slow speeds, and REPEATED tech issues getting ignored, than there is a problem, our speeds our currently 260Kbps, in what world is that acceptable to pay THAT much for THOSE speeds, I understand it's DSL, but the technology and wiring is EXTREMELY outdated in my area, and there's no sign of it getting better

False billing. After full payment made for unpaid balance in February after company failed to bill me for four months after notification of change of address, the account and services were terminated. Within days after termination of account and services, a new provider, Spectrum, installed a new internet service, removing Frontier connection. In March, a new billing was received from Frontier, allegedly for service provided for the month of March and April in the amount of $108.00 and a protest in writing was filed with the company office. A new bill demanding payment with threat of credit defamation and collection was received on April 9, 2020 demanding the same allegedly past due amount of $108.00. No service were provided and the account was closed during the same period for billing, even though the all previous amount claimed were fully paid prior to closing the account. Since the company promises to send the matter to collection and damage my credit reputation, a payment of 108.00 is sent, under protest with the expectation the payment will be refunded because of false billing.

Our dental office had recently moved to a new location in 2/2020 and requested termination of services with Frontier Communications on 2/18/2020. The last bill that was generated was from the billing cycle 2/19/2020 - 3/18/2020 and totaled $451.34 of which $296.48 was a balanced unpaid and $154.86 was new charges to cover services for 2/19-3/18. The date we cancelled service was 2/18/2020.

When I spoke with a representative, Ken, the day we terminated services 2/18/2020, he stated to hold off on paying the balance 0f $296.48 due, as there will be a new bill generated the following month which should reflect a $00.00 for services from 2/19/2020 - 3/19/2020 since we are cancelling on 2/18/2020 and should only reflect the balance due of $296.48. I stated that I could also pay the full amount now of $451.34, and just get reimbursed for $154.86, but was told just to wait for the new bill. I was provided a confirmation # 72367048 for termination of services ending 2/18/2020.

3/13/2020 - I received the same bill with no changes to the amount, and called Frontier again. I explained what happened less than a month ago, and was told that while the bill does not reflect it, the only thing due is the past balance of $296.48, as we officially terminated services on 2/18/2020. I paid the past balance due and received a confirmation # 2488604. As stated by Ken prior, this representative also stated that the next bill we receive will have a $00.00 balance as we terminated services 2/18/2020.

4/07/2020 We received a bill with new charges of $55.37. I called Frontier and spoke with another representative to inquire about these charges. The representative stated that $55.37 was due on 4/13/2020, and a credit was given to the account with that amount due. I stated that while we appreciated the credit, there was no need to do so, as we no longer had services with Frontier as of 2/18/2020. I requested that the representative e-mail me the updated bill with the charges itemized to review, and put me on hold for 20 minutes to speak with a supervisor. When we resumed our conversation, he stated that the amount of $55.37 was from not paying our balances on time in the past? After having provided the representative the confirmation numbers for both the date of termination of services and confirmation for past balance due, he still insisted that we already got credit and that was the amount I owed.

On 4/14, during the COVID -19 crisis, contacted Frontier Communication at 3:30pm and spoke to an agent Brandon to dispute a $318 bill for services that had been on a 9 month suspension from last year. I was disputing the bill since I had originally called last year to cancel the land line phone and the agent had provided the "suspension" as an alternative in the event I wasn't 100% certain and wouldn't incur any monthly service usage charges. The suspension was automatically reinstated after the 9 months without notification and began monthly service charges each month since January in additional to late fees. I understand to pay for service that is being used, however with budgetary circumstances and not utilizing a services, the agent simply repeated the charges and the fees would be valid regardless of usage or the suspense. I asked to speak to supervisor to escalate and was told the supervisor would tell me the same, I insisted to speak to a supervisor and was put on hold for an extended period of time till 4:10, at which time I was told by the agent that I would be next in line and the supervisor was finishing up on another call. That didn't happen, instead of was forwarded to the Operator who asked where I needed to be transferred to. I explained that I had been put on hold to speak to a supervisor regarding a dispute on my bill, At 4:12pm, I was routed to another agent Elias, at which time he started over the customer account verification process and I had to explain the reason for my call and the supervisor escalation. He stated multiple times that the bill was valid and the supervisor would say the same. I still wanted to speak to a supervisor and was put on hold twice while he checked but never got a supervisor on the phone. Instead I was told that the supervisor only had a $25 maximum authority to credit a bill otherwise it would have to go to the Real Time Credit department. I was put on hold yet again and was told the supervisor would credit back 2 months of late fees totaling $18 against my $318 bill that I was disputing for service that was originally on suspension for 9 months. I repeated the point that Frontier in these unprecedented times would still incur a bill and fees for Service that was clearly not being used and the issue was the automated suspension being turned off without notification other than a bill. I was asked if I remembered if the rep had explained that to me 9months ago. I never did speak to a supervisor and after an hour on the phone with 2 Frontier agents and an Operator it seems Frontier values money over Customer Service in these extraordinary times.

Frontier offered me $100 *** credit card to and the same speed internet that I had with ***. I accepted the offer last year.
The speed is so poor and I never got the $100, called couple of times and I get different story every time. Im not getting what I pay for and if I cancel I have to pay fees.

For years, we have had issues with Frontier Fios Services. I have called them countless times trying to figure out why our internet speed is so slow. We pay for 500/500 download/ upload speed. When running a speed test on Frontier's site, we are receiving, currently the fastest speeds which are 28/28.5. I've spoken with them numerous times about this and today someone from Frontier told me that my wireless router was set up incorrectly. Keep in mind, I just spoke to someone two days ago about this same issue and didn't tell me about this. This tech I spoke with today was most helpful but told me that his department was unable to schedule a service tech to come out due to COVID. I get it. He told me to contact customer service, which he transferred me to. The person answers in customer service, I tell him about the issue and without saying anything, transfers me back to tech support. At this point I wanted to speak with a manager. When I got tech support, I asked to be connected back to customer support. She politely transfers me and I ask for a manager. I have to go through, again for the fourth time on this call, the reason, and she then put me on hold for a manager. At this point the call was an hour and 20 minutes. At one hour and 45 minutes, the call was disconnected on their end. I completely understand not getting a technician out due to COVID however request that when they are dispatched back out to the field that they come and not leave until the problem of 5 years has been solved. The call that I am speaking of that was disconnected was, again, an hour and 45 minutes. I spend more time collectively on the phone with Frontier than absolutely anyone else combined. I am currently on the phone calling back (even though they asked for a number the first call in case we got disconnected) and waiting, waiting, waiting, waiting. The story of Frontiers customers life. They need to change their on hold greeting about how important their customers are...

I have been a customer at Frontier Communications since 2013 first began service w/ then called *** I had phone ,cable ,internet which later turned into Frontier, since the beginning of my contract I got in touch with customer service regarding being included in the California Lifeline program and was assured they would send me the paperwork to apply. I have contacted Frontier regarding this issue at least twice every year leading up to 2020. recently I called once again contacted them due to that they now advertise this service for low income individuals of which I am living in a Housing Authority unit for Veterans. last year I had to discontinue part of service due to rising cost in billing and am now only using Internet of which they charge for over 100 mbps to which they only service in the 90mbps. I am a low income senior citizen that due to medical reasons must have certain services in case of an emergency and with the present prices cannot afford and the new program they offer in their advertisement would be very beneficial to me.

Two main problems
1. The Customer Sales Rep misled me and relayed incorrect information. First my initial bill had incorrect installation fees that previous was guaranteed by the Sales Rep would not be applied. Subsequently, was reversed and was told to pay the difference or net charge after the credit. This action caused a "late charge" fee on my next bill. After again calling Frontier's Costumer Service area, I was told that no matter how high Frontier's overcharge is, the customer must pay in full or occur a late fee and that Frontier's system cannot handle correction active intra billing periods.
2. Frontier changed my account's billing package to a higher charge for additional services that were never installed, even after confirming this with both Frontier's Tech and Customer Service departments. Then even after a long a difficult process to prove that additional services were never installed (by the way Frontier's Customer Service area refused to be conferenced in to Frontier's Tech department to help expedite this process), Frontier's system would not allow the change to my account back to reflect my proper services/charges. Therefore I would need to pay the higher charges even though there were no services being provided and hope that credits will be approved by Frontier and be corrected later at some point. Even Frontier's Retention Department relayed that it will be unlikely for this to be approved and it will be difficult for our account to be properly changed back to reflect what we actually have and be again properly charged. My view this business practice is fraud, where customers are being charged for services it does not have and being told their system cannot be changed to rectify the mutually agreed problem/billing error.

Attempted to get internet service from Frontier in 11/2019. Set up an account # Frontier is unable to bring internet to our property because there are not enough ports available and on 12/18/2019 our account was zeroed out. Confirmation #*** On 4/3/2020 I received a letter from Credit Collection Services, File number ***3, that I owe Frontier $61.16. I have called Frontier and CCS on 4/3, 4/9, 4/10 and 4/13 (I have notes on each of these conversations) and this issue still is not resolved. Customer service agents from Frontier verify that my account should be cleared. However, Credit Collection Services is receiving no communication from Frontier to clear the account. None of my phone calls have gotten me any further in resolving this. I have spent hours on the phone and am worried this is going to affect my credit score.

I was guaranteed a fast internet service by a Frontier rep on the phone. After an incredibly long phone call, I was set up for a new internet service. However, a technician came out and told me there was no way they could meet the guarantee and that the best speed they could offer was 1mb service. He was very helpful and talked to me about why. He filled out information on my account stating that the account would not be activated and should not be billed. After this, I called to make sure things were dealt with on Frontier's end. This after several other calls through this process totaling large amounts of time. A rep told me they had the information from the technician and we went through a process to cancel the account and order for good. I was given information to return the internet hardware, which I did. I was not to be billed. I received a bill last month after cancelling. Now, I have received another bill from them threatening to send the account to credit bureaus. I have spent too many mintues on the phone, been placed on hold numerous times, even called three times in one day and was given different info by their representatives. I have no desire to call them anymore, as it is very frustrating and time consuming. I have not called regarding this bill, as I feel it is going to once again drive me to frustration. This account should no longer even exist.

I have repeatedly called and complained to frontier for a couple of years now for poor and disrupted service to my home. Service continually drops, freezes, drops sound etc.. They have sent out a tech and have replaced all the lines in the house, to the house outside and on the pole to no avail. I have a TV that is 3 years old and use all apple products. I have been told that there is nothing that they can do, its the best they have for my area. While using the internet on the computer it is the same thing, drops, freezes etc. If I had another choice for internet here I would gladly take it

On Thursday April 9th around 2 pm the internet at my residence suddenly stopped working. This has been an ongoing situation that has happened about every six weeks. Normally I just unplug my router and wait 30 seconds plug it back in and it works again. In January I had to call because my method of unplug plug back in did not work. A repairman came out and replaced my router but the situation still continued. Thursday the 9th when it went out I called the call center to report the lack of internet. I understand that with the Covid 19 shutdown and this new style of living that we are all getting adjusted to a new style of work and day to day routine including call center phone calls. I was on hold for 30 minutes before I spoke to a male call center rep. I do not remember his name, but we were on the phone for almost an hour as he tried to assist me in getting my internet to work again. Almost to the end of the conversation he had placed me on a hold because he was communicating with fellow team member to assist him. When he came back he apologized for the delay and said that he was submitting my information to some people who would be able to take care of my situation and they would call me back when it was fixed. He gave me a ticket number of *** and said that I would hear back from them soon. I waited for over 4 hours and had not heard anything. By this time I have 2 small children who want to know why they cant watch any Netflix Amazon or Disney Plus, not to mention do their school work, go on the computer, or play on their tablets. Because all of those things require internet. I figured since the last call took so long just to talk to someone I would try to talk to a rep via the Frontier Communications web site Chat with a tech. I started talking to a gentleman named Cody who was trying to walk me through the details. I told him I was just looking into some status as to what was going on and I was informed that the ticket number I was provided was not in the system. He showed a record of my previous call but nothing in regard to me needing more assistance. I am feeling hurt and betrayed at this moment but my main goal is to try and get the internet back on my house and family. I asked Cody for contact information to someone I could talk to because that was not right and he informed me that he had submitted the information to his superior and that they would get back to me. He gave me a ticket number of *** and I left the chat room. I told my family that hopefully we will have internet again the next day. I woke up the next morning and had a question in my mind as to if the new ticket number was in reference to getting my internet repaired or if it was to talk to someone about how I felt I had been mistreated the day before. I called again since it was almost 8 am I figured it would be a shorter wait time to talk to someone and I was correct. I spoke to a nice lady who told me that since the ticket number of *** was in the system there was nothing that she could do at that time until they had looked at it and contacted me. Again I wait for four hours and I have not gotten one phone call about this situation so I contact through the website again and start chatting with a Tech name Reginald who is trying to assist me. He goes over the diagnostic and informs me that he thinks there is problem with my router and he has scheduled a tech to come by my house Monday morning between 8am and noon. I am furious now and feel like I am being jerked around by this company. I really want to talk to someone in the company about how I am being mistreated so I ask Reginald for the best person to contact and he gives me the generic call center phone number of . Ok so now I do not have internet for the entire weekend and we did not have cable to begin with so that was no help for entertainment and we are all supposed to stay at home for the lock down. An hour later my wife gets a phone call from her employer and they need her to manage the emails for the weekend. It pays $150 for the weekend. We had to decline because we do not have internet. That is money that we really could have used since I am unemployed from the school district right now. We were able to entertain the kids with DVD's from what seems like a lifetime ago and they were very fascinated with these shinny objects that we put into a machine and it plays the movie after showing commercials. That was fun, but then yesterday when we realized that we could not Zoom with any of our family nor stream and services from our church we felt betrayed. Now we all know that internet is not as vital as say Electricity or Water but in this day and age where we rely so heavily on technology to help us communicate it is becoming something that we depend on for our day to day routine. The only was I was able to check my email was to turn off my wifi on my phone but we live in a dead zone so I would eat through my data very fast. The repairman Marcus came out this morning a little before 9 am. I explained what had happened with the internet and he went right to work on the OTN box outside of my house. He informed me that my box was a refurbished one that we had gotten 6 years ago when we got Frontier and that they can go after about 10 years. I explained my situation of having to wait on Thursday and how my ticket number was not valid. He seemed very perplexed as to why they were not able to send someone to my house on Friday to fix it because they had not been very busy. Marcus spent 20 minutes fixing what he needed to in the box outside my house and left. I am getting my internet fixed and it is all going to be ok. Except after Marcus left I went into my bedroom and turned on my tv. I got my *** remote and tuned into ESPN to watch sports center. My tv tells me that I do not have a subscription to watch that channel. Sure enough I try the two channels that my wife watches HGTV and Hallmark and neither of those work too. I do not understand it. We have been with Frontier for over 6 years and have been able to watch live tv on certain channels the entire time. There are other channels like DIY that we were never able to watch because they were not part of our package but I would assume that if I am paying over $50.00 a month for internet I would be able to stream tv too. After all cable was just $30 a month 15 years ago now with everything packaged you spend more for TV then you do on a car payment. To me it does seem like a bait and switch because we had grown accustom to a certain service. I cannot begin to express my dissatisfaction with the customer service and treatment myself and my family have received. If the person who I called had done their job properly on Thursday my family could have been saved a lot of hassle. I still have not received any phone or email to give me an apology. Not a single I am sorry or any type of sympathy. Here is a good question Do I have to pay my bill in full. I did not receive my internet for 4 days but yet I still pay a high amount of over $50 a month when they have it advertised as low as $29.99 for new customers. Why after 6 years when I called in December to see about getting my bill lowered I was put on hold 3 times to be told no because I was already using Frontier. Maybe because *** communications is getting ready to take over Frontier Communications the employees feel it is ok to treat the customers like they do not matter.

I had using this company internet service for more than a year, today my internet got temporary suspended by none payment. Then I want to know what is going on because I just made the payment on two and half weeks ago from today. Then I call in to customer care, first representative talk to me very bad attitude, cause I told her my situation that I made three times payment on last two or three weeks, one made by phone , two made by frontier app, but the app made some mistake with no confirmation number and also I called in to reverse the two extra payment, then she told me all three payment failed to charge by bank, but I told her my bank already charged me from the phone payment, she keep saying no it’s failed and with very bad attitude, I believe there had recording! Then I ask her to transfer me to supervisor then she more bad attitude said no supervisor with her and will let some of supervisor to call me back and I believe she didn’t ! The representative name : Jaisaj , talking time : 09:25am April 13th 2020 pacific time!!! After this call, I call again to different representative , I tell about the same problem, the second representative transfer me to the supervisor, but supervisor didn’t help me anything and ask me to wait , around 10-15 minutes wait time the supervisor transfer me to other representative for me without talk to me anything. After the supervisor is a guy not the supervisor help me try to resolve the problem, this guy is nice, but still not help me done the problem, also the guy told me my bill had 2 of $25 fee charge by return check, but I told him that wasn’t belong my responsibility, cause there is the frontier app problem, cause I was try to pay on the app but after I submitted the payment no anything comes out on next page, then I thought didn’t go through! So I try one more time still the same, then I change to call in automatic payment system to make the payment, my bank was only had enough money to pay the one time payment, but at the end total charge me for 3 times , 2 of $129.95 from the app made, 1 of $130+$3.50 from phone payment! This guy help me try to get back the $25 credit each from the bill, but he said system not let him go through! After all the calls I give up, cause I need use the internet ASAP, so I done call with the last representative then call in to automate payment system to make the current balance of $179.90+$3.50, confirmation # ***, then I wait around half hour still not reconnect my internet then I call to technical support, the technical representative said I need wait for 24 to 48 hours to reconnect the service!!!!!! For total calls time on this situation I spended 1 and half hour then I didn’t resolve any problem and make me so sick and frustrated! For the app payment problem the Frontier communication company charged me $25/each ( total $50) on the bill, and bank $35/each ( total $70) overdraws fee from bank, Also not let me reconnect the internet right away after I pay the new current bill! In this time the covid-19 situation And stay home safe order by government, already no job no income! And not helping people from the customer care! I want to say one more time! Those charge because the Frontier app problem not my problem, I don’t think that I should take the responsibility!!!!!!!

They are shutting off service of customers during the covid 19 quarantine. They said they didn't care because the bill was not paid last month that three children now can not access their school work. They want their $$ or no service! Only reason I gave a star was because it makes you. In reality I give negative 10 stars. Customer service is atrocious! The services themselves are well below par! Outdated modems, slow internet speeds. And the negatives of this company go on! Frontier signed the FCC keeping Americans Connected act, yet they are shutting off service to customers leaving children without a way to attend school during this time in which there is no other way for them to do so! As soon as things are back to normal I will be changing services! Hopefully my children don't pay the price by being held back!