Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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ordered service, agreed to meet friday for technician, NO SHOW so I called agreed to meet tech at my place the next friday NO SHOW........so I called and service person says they dont have enough personel info on me will have to call me back (even though I gave all that at the start) 4 days AFTER that they left a modem at my door and had a note saying "just plug it in" but I had no service I called back and tried to set up a tech service but he came during the day when I was working(i told them my hours) ok NO SERVICE, 5 Messups, now they are billing me and NOW I have NO phone service for 3 months
Tell us why here...The Complaint states that:Mr. advises
that his phone is out of service and he would like it repaired.Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Frontier completed installation of Mr.’s phone and internet service on January 15, 2020.Frontier advises that Mr. advised us on January 31, 2020 that his service was not working. Frontier advises that we sent a technician out to Mr.’s residence on February 1, 2020. Unfortunately, he did not have access to Mr.’s property at that time.Frontier advises that despite our best efforts, we have been unable to reach Mr. to assist him with his complaint. Direct contact information has been provided.
Frontier Communications Corp. is the worst company there is please do not deal with this company they will tell you one thing then bill you for a month when you was paid up to the end of the month then you will get a bill They have sorry service phone and internet so please stay away from this I see why they are going bankrupt
The company will not correct my closing. I filed a dispute through my credit recently because on June 29th, 2018 my normal month bill was $189. First week of July 2018, I moved out house and attempted to transfer services and when my existing discounts and package would not be kept because it was a Verizon Fios plan and they didn’t have anything comparable, I had to cancel and start service with another provider. On July 18; 2018 I received a new bill and I was surprised it wasn’t a closing bill. I call and rep told me it wouldn’t close until august 15th, add an additional 45 days from my first order to transfer and cancel service. I top of that my triple play premium package was unbundled and all discounts were removed causing a 766 bill, when charges are bill a month in advance. I didn’t hear about this until collection company credit protection added it to my credit report and I immediately dispute amount of closing bill to no avail frontier just rejects and states charges are correct.
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. is disputing a bill for service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
advises that our records show that Ms. contacted Frontier on July 18,
2018 to disconnect her account.Frontier
advises that Ms.’s billing cycle date was on the 16th of each month
and that based on our policy, she would be response for the July bill cycle
plus the past due amounts for previous months.Frontier
advises that as a courtesy to Ms. an adjustment has been issued on the
account to cover the charges for the July 18, 2018 bill cycle in full plus a
settlement amount was offer as well.Frontier
advises that Ms. accepted the settlement of $412.00 and made a payment
to Frontier.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.
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 cancelled my Frontier services on February 4, 2020. The CSR that I spoke to on this date reassured me that the only charge I would be receiving moving forward was for the $9.99 cancellation fee, which I accepted and was fully aware that needed to be paid. I later received a bill from Frontier on March 4 that there was a new balance of $73.97 which needed to be paid. Included in this bill was the $9.99 cancellation fee in addition to the $63.98 charge for services from February 1-29, 2020. I called Frontier as soon as I received this bill and was told that I would be fully responsible for this amount, since the terms of service mention that no adjustments can be made and you are responsible for the full month of services. I was then escalated to speak with a Manager about this to see if there was any way to get a billing adjustment so that I would only be responsible for the prorated amount of services from February 1-4. They told me that they submitted a dispute for me which could take 3 months to be resolved. The Manager then tried to get me to give him my credit card information over the phone to pay for everything up front so they could then give me a refund if the dispute was accepted. For security concerns and an extreme lack of trust in this company, I refused to do so. This Manager then hung up on me and did not have the decency to give me a call back.... I then called back to speak to ANOTHER CSR (3rd person of the day). This person was a bit more understanding and again, assured me that I would not be charged the full amount listed on the bill. They told me that I would receive 3 more bills, but the last one I receive (which would be the beginning of May 2020) would show the final amount and this is the bill that would need to be paid. He told me that this final bill in May would be for the $9.99 cancellation fee AND only the services from February 1-4. He guessed that it would be no more than $20 that would need to be paid. I felt better about this outcome, but I was concerned that the lack of payment over the next several months would result in my account being sent to a collections agency. He again assured me that nothing would be sent to collections since this is a matter of Frontier needing to make the adjustments on their end. I asked him to send me an email to confirm everything in case I ran into issues in the future, that way I could use his email as proof of what had been discussed. He told me that they are unable to send outgoing emails..... Fast forward to April 11, 2020. I checked the mail and found a letter from Frontier about the $73.97 past due balance from February, and that if I fail to act on this, they will be sending it to the collections agency. I again called Frontier and spoke to a CSR who at first would not help me with the account since I did not have the pin number. I asked for assistance on where I could find the pin and she directed me to the wrong place and said she could not help me and I would just need to pay for whatever the invoice says is due. I finally logged into my account and found the pin and she was then able to "help." Her way of helping was to tell me that she did not care what other CSR agents and managers had told me and that I was responsible for the full amount listed on the bill and it's my fault that it was going to be sent to collections. I asked her to transfer me to a manager to further discuss and the manager told me the dispute I previously submitted was denied and I was responsible for paying the full amount.
I am writing this complaint today to warn other consumers against ever doing business with Frontier Communications. Their lack of transparency and miscommunication is unacceptable.
.The Complaint states that:Ms. is
disputing her final balance with Frontier. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Ms. requested disconnection of her Frontier service on February 4, 2020. Ms.’s billing began on February 1, 2020.Frontier advises that As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.· Frontier advises that
after review of Ms.’s account, as a courtesy, we have issued prorated
credit for the period of February 4, 2020 through March 1, 2020.· Frontier advises that
we spoke to Ms. on April 13, 2020 to discuss her complaint.
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 appreciate Nicole, from Frontier Communications, being so kind and understanding during this process. I am very pleased that we were able to come to a solution after she reviewed all aspects of my account and previous interactions.
Regards
My billing cycle in question began on March 9th. I was wasn’t able to get online for work. So I called on the 10th. I was told a tech would come out the next day. When no one showed up I called to cancel. I was only told there would be a $9.99 processing fee. But I wasn’t told I would be charged for another month even though I was not provided service.. The whole reason I canceled was because I wasn’t getting service and they failed to come fix it. So I had another provider connect internet so I could work. The customer service has also been terrible. I was on hold today for 2.5 hours waiting to speak with a manager and no one every picked up.
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. stated that the billing is
incorrect.Frontier
has investigated the above statements and offers the following response:.Frontier advises Mr. terminated his service after his bill cycle date. We have applied the appropriate credits to his account.Frontier advises that we spoke with Mr. on April 13, 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.
In a call with a Frontier Rep, I was given an upgrade and was repeatedly told that my bill would NOT change because of the upgrade and that I would not need any new equipment for the upgrade. Now the bill is higher and a new router has been shipped. After speaking with a third person (Leslie, Supervisor), I found out that the call in which I was assured that my bill would not change, was recorded and can be retrieved by Frontier.
Thank you for referring the complaint of
Mr.
to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr. advises he has a billing discrepancy with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr. was offered speed increase at the same cost he was paying.Frontier advises that all package include the cost of the router however Mr. is using his own router.Frontier advises the appropriate credit has been applied based on quoted amount.Frontier advises that we spoke to Mr. on April 13, 2020 and advised of the above. 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
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 set up Frontier Communications when I lived in Allenton Wisconsin. I was living in a apartment and bought a house in Menomonee Falls. When I move to Menomonee Falls I called Frontier Communications to transfer over my internet service from Allenton to my new home in Menomonee Falls. The guy on the phone told me that they did not provide service in the new area. He said he would have to cancel my service and unfortunately that's what we had to do. There was no mention of fees that I would have to pay. I later got an email from them stating that I would have to pay them an early termination fee of $75.54. I called them immediately to ask what this was about and they stated that I would have to pay this fee even though they don't provide service and I tried to transfer. I did not agree with this and I spoke to a different person on the phone and they told me that I would not have to pay this fee and they said they waved it. I thought everything was taken care of until I got another email stating that I needed to pay this fee. I called them again and the man on the phone took me off of auto-pay and told me that I would not have to worry about this fee. Today I got a letter in the mail stating that I am past due for this fee. If you can understand my frustration at this point I called them for the 4th time and asked why this fee still existed after I was told it was going to be waived twice now. They resorted back to the agreement. I never signed an agreement. I was on the phone for an hour and a half in this last phone call. I don't understand how a company can charge somebody a $74.54 charge because they don't provide service.
Tell us why here...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 that she was not advised of
an Early Termination Fee.Frontier
has investigated the above statements and offers the following response:Frontier advised the customer terminated their service and moved outside of our footprint.We have applied the appropriate credits to her account. Frontier advises that we spoke with Ms. on April 13, 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 Ms. has 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 I spoke to a guy named Andrew he said he would waive the termination fee. He didn't email me a confirmation when I had asked him too but I hope that all is resolved.
Regards
I have contacted Frontier Communications multiple times in regards to my internet services and the issues that I have been having. I work from home and have had issues with internet dropping constantly. I have contacted Frontier communications regarding that I am having issues with the service spiking radomly throughout the day. They told me several times they have taken care of the issue, and it is still not resolved. They are constantly changing settings on my service to interupt or spike the service. Due to this issue, I now have concerns with my employer that I may not be able to work from remotely. At this time with the Covid19 I am not able to go into the office to work, nor am I able to find other employment. I need a technician from Frontier based in the US that will be able to resolve this issue. I call Frontier and spend hours on the phone because they send their technical support overseas and are not able to get in touch with a US based tech support. I have lost countless hours on the phone to resolve the issue without any positive results.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Ms. advises that she has been experiencing connectivity issues with her internet service from Frontier. Frontier has investigated the above statements and offers the
following response:Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference.Customer speeds may vary over time. Frontier investigated Ms.’s account and has determined that Ms.’s WAN IP is assigned out of the DSLAM she is connected to and it shows it routes through Wisconsin.Frontier tested the access line and found that the internet speeds were within an acceptable range. Frontier representative has spoken to Ms. and advised of the above information. 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.Frontier Specialist:
Tocoma K. Department:
General Manager
I was hiring Frontier Communications to install fast speed internet connection to start communicating with my Primary Physician Provider to schedule a doctor appointment for my deep depression to get my Prozac prescription medication and Frontier Communications did not delivered nor install the fast internet connection due to having no box in my area for those internet connections. But they did charged my checking account in the amount of $67.00 for internet services not installed. I am a 65 years old sick human being in bad physical condition and with a very poor budget to survive and to buy my medicine I strongly believe that is not fair what Frontier Communications did to me. Now I'm not communicating with my PPP. CAN YOU HELP ME PLEASE?
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr. bringing this matter to our attention.The
Complaint states that:Mr. stated that he is waiting on his
deposit refund.Frontier
has investigated the above statements and offers the following response:Frontier advises Mr. will receive the deposit refund in 3-5 business days.Frontier spoke to Mr. on April 13, 2020, and he advised he did not wish to discuss the matter with Frontier. 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.
When I call Frontier- it takes 2-3 hours for someone to answer the phone. When someone answers- I get transferred multiple times to multiple departments.
A customer service technician came out Wed to fix my internet. By Thursday it wasn’t working again. Spent hours on the phone and was told it was the modem and fixed. It was not. Continued into Friday to try to get ahold of frontier and to have a technician come out. Was told the soonest is April 20. Still have not been able to get through to request a sooner appointment.
Have problems like this every time I contact frontier.
Call frontier and ask for technical support/customer service.
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 April 30, 2020. Frontier provided
a direct contact information for Mr..Frontier
has provided credit for time out of service.Frontier
spoke with Mr. on May 5, 2020, and confirmed service is working.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.
Our DSL internet connection is terrible, it's been on and off for years. the actual problem is the phone line to the switch on a nearby road is on the ground and has exposed wires (i have photos). Our internet has been erratic for the last few years. The technicians from frontier had actually commented on the poor condition of the lines on *** Rd in wheatland NY this is what we are connected through so we took a look. It's a patch on a patch on a patch with exposed (copper) wires with wire nuts holding the patches together. The technician commented that the whole section should be replaced, but frontier wont do it. this was 2 years ago. they know what's wrong. they wont fix it. Still and issue.
we have no other alternatives to get internet, Frontier is it. we have to repeatedly call them for repair. most of the time we have to wait days. I am fed up with their lack of support.
Thank you for referring the complaint
of Mr. *** to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that: Mr. advises he is having intermittent service issues
during heavy rain.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Mr. on May
18, 2020 and Frontier advises we have forwarded the pictures Mr. has sent
us to the local manager for review.Frontier advised the local manager
will review the section of wire he is concerned with.Frontier updated our contact records
to show Mr. as an authorized party to discuss this account.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Mr. *** has experienced as a result of the above matter.
I moved from my apartment and disconnected in February of 2020. Paid last bill and thought that I closed my account. It is now April 10th and out of the blue, I receive a bill for $12.95, with NO REASON LISTED! I called and went through the phone maze and the person told me that it was a "disconnection fee" and that she can't do anything!
Thank you for referring the complaint of
Mr. to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he was billed a broadband processing fee. Frontier has investigated the above
statements and offers the following response:Frontier advises that 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.Frontiers policy is outlined in Frontier.com/corporate/terms under service charges.Frontier spoke to Mr. on April 14, 2020 and advised of the above.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.
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.Frontier was (suspiciously) the sole provider in the location in which I received service (i.e., there was no option to shop around). For that reason, the disconnect fee was never explicitly explained to me when signing up for service; rather, the disconnect fee was deceptively buried in the terms of service.I was called personally by someone named Crystal in the "Executive" complaint department who claimed that they "have me on a recording". I find it appalling that the customer service representative would insist that I am wrong in the matter over $12 dollars. It is baffling that the company would justify time and money to collect $12 dollars two months after a customer disconnected service!
Regards
Thank you for referring the Rebuttal of Mr. to
our office for review. We appreciate Mr. bringing
this matter to our attention.The Rebuttal states that:Mr. advises he was billed a broadband processing fee and disputes Frontier collecting this fee. Frontier has investigated the above
statements and offers the following response:Frontier advises that 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.Frontiers policy is outlined in Frontier.com/corporate/terms under service charges.Frontier has been unsuccessful in out attempts to reach Mr.. We have provided our direct contact information.Frontier’s position remains the same as there has been no additional information provided that warrants deviation from the original resolution. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
I was told the installation techs were not allowed in my house due to the virus but would deliver the equipment and talk me through doing the install myself. Because of this there would be no installation fee. Then today I received a call saying I still have to pay the fee even though I will be doing the install myself. Tim refused to give me contact information then gave me false information. He also said there was no way to identify him other then his first name. He later called back with his "ID" number ***.
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 she was promised no technician fee when she
does her upgrade scheduled for 04/13/2020.Frontier has reviewed the above
statements and offers the following response:Frontier spoke with Ms. on April
10, 2020 and advised we have set a customer courtesy billing follow up for next
bill print to credit the upgrade install fee once billed. Frontier advised the
$9.99 onetime equipment fee will still be a valid charge. Ms. presented no further
questions or concerns and has direct contact information for the future.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.
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
On December 6, 2019, I called Frontier Communications to move my service because I was moving on December 13, 2019. They do not prorate, and instead charged me for service through January 6, 2020. They made me start a whole new account at my new address, and proceeded to charge me for an extra month of service at my old address ($66, through Feb 6 2020). My new service started on December 15, 2019, so I essentially paid them twice for December service. It is fraudulent for them to charge me for an extra month of service when I have proof I not only paid for an extra month of service, but I paid it twice. I never got a bill in the mail or email, instead I got a collections notice three months later. I refuse to pay this and am taking this matter to court. I wish there was a way to shut down this company's fraudulent and abusive activity, I am a fully disabled veteran with a fixed income and no job and feel they are taking advantage of me.
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. states she called Frontier to move her service and a new account was created in error.
• Ms. states she was billed for a full month of service on the old account *** after her new account started service.
Frontier has investigated the above statements and offers the following response:
• Account records show a disconnect order for account number *** was placed on 12/06/19 with an effective completion date of 01/13/20 in error causing a new billing cycle to bill for the additional month.
• Frontier has issued a credit for the amount billed in error in the amount of $75.99 and a refund is being processed.
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.
Sincerely,
Frontier 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.
Regards
I have been paying for high speed internet and everything in my home is still lagging, a tech came out to fix the issue and the problem still exist. Its throwing money right out of the window!! I have purchased a wifi extender but nothing has changed. frontier by far is the worst carrier iv'e ever had.
they change who got my bill without my authorization. then let it go for 5 months, then billed me for 5 months worth of charges at more than 100 dollars more a month than what I was paying before this started. then refused to send me a detailed bill to show why the charges went up. They have refused to work with me, on the bill. I do have email proof.
Frontier CommunicationsThank you for referring the
complaint of *** / *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:***
*** states Frontier changed who received my bill without his
authorization, then let it go for months.***
*** states Frontier has now billed him for five months’ worth of
charges at more than $100.00 more a month than what he was paying prior. ***
*** states Frontier refuses to send him detailed bills. ***
*** states an adjustment of half of what Frontier billed him would
represent a fair payment for their services.Frontier has investigated the above
statements and offers the following response:Frontier spoke to *** on April 14th, and May 5th and after review explained that human error must have occurred due to his charges going onto another customers account that was one digit off from his phone number. Frontier advised his charges for November and December of 2019 and January and February of 2020 were billed to the other account accidentally. Frontier reviewed with *** his products and services as well as his taxes for this time period. He also started installment billing on the April bill due to not being billed for these months. Frontier emailed bill copies for November, December, January and February and *** will call me directly if he has any further questions.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** may have experienced as a result of
the above matter.Frontier Specialist: Kelly
E*** Department: Executive
Relations
My husband and I recently switched over to Frontier for internet only . We weren't told about the 75 dollar installment fee to start the account . Plus the 10 dollars month router fee . We recently purchased our own router I called Frontier to send back the router that was installed. They simply said that's fine but we will continue to charge 10 dollars a month now calling it a access fee . On the billing statement it simply says Router fee. So now we are forced to pay for frontier router that we dont have .
Thank you for referring the complaint of
Mrs.
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Mrs. advises she has a billing discrepancy with Frontier.Mrs. inquired on the installation. Mrs. purchased a router fee removed.Frontier has investigated the above
statements and offers the following response:Frontier advises after review the installation cost was provided to Mr. at time of order and he was offered for this to be divided into three bill.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
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.Frontier spoke with Mrs. on April 16, 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 Mrs. has experienced as a result of the above matter.
poor internet service. Our internet rarely works. Its out more than it is on. and the amount we pay per month keeps going up but the quality of service hasn't changed! I've gone from paying $29.99 a month in June 2015 to now paying $48.98 a month! and on top of that I have been overcharged several months/yrs.( Mainly started when I bundled my frontier account with *** January 2017). I was quoted $79.98 total a month for two years.
Thank you for referring the
complaint of Heather
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:*** Ms.
*** states that she has experienced multiple internet outages with her
internet service. *** Ms.
*** states that her month internet service rate has increased from
$29.99 to $48.98 per month. *** Ms.
*** states that her combined Frontier and *** Network service rate was
supposed to be $79.98 per month for two years when a bundled package was
created in January 2017. Frontier has investigated the above
statements and offers the following response:*** Frontier records indicate that a trouble ticket was completed on April 23, 2020 with no identifiable service trouble. Records indicate that Frontier has made adjustments to the internet speed itself in efforts to alleviate potential future connectivity issues.*** Frontier records indicate that Ms. should have received a rate of $29.99 per month for internet service from June 18 2015 to June 17 2017, after which time the monthly rate gradually increased to the now current rate of $48.98 per month.*** A $5.00 monthly increase occurred in January of 2017. Frontier has issued a $30.00 service adjustment to compensate for the six-month promotional discrepancy.*** Frontier records indicate that the combined bundle rate of Frontier and *** services was for one year, not two years. Records indicate that Frontier has already compensated Ms. for the price discrepancy that occurred within that first year.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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14276496, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business stated that there were no issues found by their tech, contradicts what the tech told me. I was told several issues were found and the tech was only able to resolve a couple by dropping my provision to 1mbs. The response also states my *** contract was for one year, I have a contract from *** stating two years.Regards
Thank you for referring
the additional concerns of Customer to our
office for review. The additional concerns
state:*** Ms. advises that the statements made by the repair technician about service trouble contradict the notes indicated on the trouble ticket which stated that the line tested adequately.*** Ms. states that the *** promotion that she received was supposed to be for two years.Ziply Fiber has
reviewed these additional concerns and offers the following response:*** Repair Documentation indicates that testing which occurred from the central office to the customer’s network interface device resulted in no physical service issues. However, records also indicate that the technician did make an internal modification of the internet speed in efforts to alleviate potential future connectivity issues.*** Account records indicate that *** promotional discounts remained constant for two years. A prior resolution with Ms. was reached that monetarily compensated her for a monthly price discrepancy that occurred within the first year of combined services.Ziply Fiber has reviewed these additional remarks and the
company’s position has not changed. Sincerely,Ziply Fiber
I signed up for service with frontier communications on Sept 24, 2019. My internet did not work for 23.5 hours out of my day. I kept calling for technicians to resolve my issue , for internet to work for 15 mins and then again not work. They sent a new router to see if that was the issue. The new router did not make a difference. I continued to call, at this point they did not want me to cancel service because they would send a person out to check my router. I made an appointment for a Saturday, the person did a no call no show. I still didnt get service. When they finally let me cancel, I received a bill that I did not agree to pay for very unsatisfactory service. I spoke and spent several hours on the phone opening claims, speaking to different people, I was finally told my bill would be at $0. I am receiving more bills and collection proceedings for service that Did not in any way meet my needs or was even satisfactory to the service they promised. I have made several calls only to be told, I am responsible to paying service from September and October and that they can not help me as these are orders above them. I refuse to pay for service I hardly received and service they refused to cancel because they promised they would “fix it”.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:***
*** states she signed up for service on September 24, 2019 and internet
did not work for 23.5 hours out of the day. She kept calling to assistance
but received no resolution. ***
*** called in to cancel due to continued issues and states agent
informed her she would have no balance, but she received a bill for September
and October.***
*** refuses to pay for service she hardly received. Frontier has investigated the above
statements and offers the following response:Frontier spoke to *** on April 20, 2020 and after review found that even though memos indicate she called in several times to troubleshoot /obtain assistance when the tech went to the field, they found internet good to the interface box but could not troubleshoot inside due to no access when the tickets were scheduled. Frontier offered to meet *** half way on her final bill of $88.23 due to Frontier showing internet usage in the month of October. Frontier applied credit leaving bill balance at $37.50.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that *** may have experienced as a result
of the above matter.Frontier Specialist: Kelly
E*** Department: Executive
Relations
I acquired services through a sales representative who visited my residence. The sales representative stated that service was now available in my neighborhood, also Frontier was offering a customer satisfaction guarantee. I was in need of a faster and more reliable service so I proceeded with acquiring this great service. The installation process was a bit rough because of technician availability. I finally got the service ice installed and began to utilize it as of 3/8/2020 through 4/7/2020. During this time frame I had moments where the service was completely absent. I I still continued to give the service time. I figured Frontiers network was experiencing issues with everyone being an asked to stay home. I saw no change to the service reliability so I called the Technical services, they began to troubleshoot the service and found that a issue was present with there equipment, they proceeded to ask me if the equipment was located outside of my living space. I stated that the equipment was installed within our home living space. The technician proceed to state that, because of the Covid19 a technician would be limited to helping verify equipment reliability and resolving any issues might take some time. I decided to termi ate the service because of the risk to my family and Frontiers Technician. I asked Frontier to please waive equipment and installation fees. This would take my bill from $114.80 to $69.80. The cancellation representative refused to make adjustments.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. is requesting the installation fee to be waived due to connectivity issues.
Frontier has investigated the above statements and offers the following response:
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Frontier advises that WiFi service is not a guaranteed connection.Frontier advises that Mr.’s services were properly installed. Therefore, the installation fee is valid.
Records shows service order *** completed April 9, 2020 disconnecting service.rontier advises should any pro rated disconnection credits be warranted they will reflect on the closing statement cycles on May 8, 2020.
At this time all warranted credits have been applied to the account and Mr. has a balance payable and due of $129.14.