Frontier Communications

Hello Customer service,
I’m ***, I have been for many years customer with *** and after the merge with Frontier I chose to try.
I’m paying $73.99 monthly for 500/500 internet service. I did my research to prove you that I NEVER have that speed and I’m paying for a service I don’t have.
I would like to open an investigation case.
This affected my work with the school system specially now we are teaching online as a result of the coronavirus.
I should have credit for all the time I didn’t have the service speed I was paying for.
I’m attaching with this email the data that proves my complaint.
Looking forward to hear from you by email or phone. .

We moved into this house in November 2019. I ordered internet service through Frontier Communications and it was installed approximately 11/22/19. Their installation consisted of laying an orange ethernet cable from their above-ground box in the front yard on top of the grass and into the house. I was told at that time that I could schedule a time for them to have the cable buried in the yard. The service was rarely something that I could just turn on and use. During one of my subsequent phone calls to complain that the service was not working, I did ask about having the cable buried and they set up a “trouble ticket” to have it buried in mid-December. Between 11/22/19 and 12/4/19 when I switched to a reliable internet service, I made approximately 12-18 phone calls (some of those were calling back after being on hold and then disconnected) because the service was intermittent. I was told by more than one service person that “it was because mine was a ‘party line’ and sometimes if other people were using their service, mine may not work very well”. Some of the service people would see that I had a trouble ticket scheduled and that they would probably be able to look at the issues I was having then. I explained the trouble ticket was for burying the line. I did not track every call that I made because I thought that at some point I would just be able to turn on my computer and have internet like I was used to at my old house and at work and everywhere else that internet in available, but after 10 days I decided I would no longer try and called a different company.
I called them on December 4, 2019, and told them that I was no longer attempting to use their service and that I had switched.
I received a bill for the whole month plus the installation in the amount of $122.17 because they said the minimum they billed for would be for one month. They told me at the time I canceled that they wanted my router because it was a new model and they would send a box for me to return it in which they never did. (I do still have the router). The next month they sent a bill for an additional $9.99 for Residential Broadband Processing Fee bringing the total to $132.16. I called Frontier again and the person that I talked to was the first who showed some understanding and told me that would reduce my bill by $122.34 and gave me a reference number of S-73748939.
I then received another bill the following month and also starting receiving letters and phone calls from a collection agency.
I sent a letter to Frontier and a check for the difference of $9.82 ($132.16 - $122.34) which they cashed and explained in the letter that I expected this matter to be put to rest and would like to see an invoice from them closing this matter, but instead I received another bill.
I called Frontier one more time and after talking to several people and being put on hold and then disconnected and then calling back, I was told that the reference number I was given was a request and that it had been subsequently denied. They told me that one of the reasons it was denied is that there was never a trouble ticket made.
I have spent too much of my time on the phone with them (probably more time than their service worked) and fretting over this issue and would just like it to be done but I don’t feel like I was treated fairly and did not receive a fair product for what was advertised.

Are there any good attorneys looking at this feedback? I am sooooo far on the opposite side of lawsuits, but never in our lives have my husband and I felt that there was a more deceitful company. I have declined lame class action lawsuits for silly stuff that should never happen, but THIS...THIS IS BAD! Where is the class action lawsuit against this company that won’t refund money for service that is lacking, missed work hours for continuous no-show appointments, etc? Hit us up attorneys - this is the one time in my life that I think a business deserves to go down. With an F rating on Revdex.com, this coming does not deserve to be in business. I don’t need money, but they need to be out of business.

They always overcharge their customers. A lot misleading information on bills. We've been using their service over a year and we feel like this company fools us with poor internet service, even though we pay over $80 a month. But before you get their service, they promise you pay around $45. We also live in New York and we pay $40 for *** and it's a perfect service. We complained about their service so many times. It seems like they don't care about it.

I've been with Frontier for years ever since *** sold my account to them and I must say I am not happy with their service or the way they conduct business. I've been miss lead by this company for a long time and just found out they have been lying to me. I wanted internet service from them and not telephone service butnwas told I couldn't have internet without the phone. They liked about speed and pricing. This is not the type of business I want to be associated with. I gave it two stars because some of the people working there are nice.

I did not know I could do this in 2016 or I would have complained about the doubled bill I received when Frontier took over for *** and they did nothing about. I simply canceled my service. In the area I am in there are only 2 providers, one is fios and the other is cable. I do not subscribe for TV, only internet and phone. I had to go back to frontier since the cable company was not adequate service for internet and frontier is the ONLY other option. I moved in November. My house was being renovated and we were not able to occupy the house until January. When I finally unpacked a phone to plug it in, there was no phone service. In fact the box had no phone wiring in the port at all. My husband called and a technician came out. My husband had to explain how to hook the box up to the technician because he did not know how. I called to request a refund for the service they never hooked up in the first place and they gave me $2. $2 out of $80! Yes it is my fault for not double checking their installation in November. The woman told me the construction could have damaged the line. There was no line in my garage. There was no construction in my garage. There was nothing ever hooked up. I have reason to believe from their criminal practices in 2016 that they do this on purpose. They know the establishment cannot be inhabited at time of hook up and don't hook up until there is a complaint. $18 times 4 months is not alot of money to a large business, but to a homeowner it is. When the homeowner has to explain to the provider how to do his job that tells me they are not doing a capable job on service at all.

I have returned my frontier equipment after I canceled my services, I have a tracking number from 3 weeks ago, and no one will confirm they have it or do anything about it and have been billed $200

We moved and were told that when a port opened up we could get services. Our neighbors moved and told us that they cancelled on 3/27, and services would end on 3/31. Called and was told that they would run reports to show that we could get the report. Day comes I don't hear back, so I call, and all that happens is that I am told I need a tech to come out to my house and am transferred between departments for more than two hours. I finally demanded to speak to a supervisor, which they claim you cannot do and that they are not available, but I did not back down and finally got to speak with Jennifer (badge #7649) and she promised I would receive a phone call back last week, which I did not. I had been told this before and never received a phone call, so I asked what happens when you don't call me back? She promised they would and they did not. We are unable to get services at our home, which is a problem, but they are the only provider in the area, make promises they cannot keep and do not return calls or send out techs to check out that my neighbors cancelled their services.

I called Frontier on 3/6/2020, my service was completely out. The rep that assisted me told me that he would be able to have someone out that day. No one showed up and I received a text message that my service appointment was scheduled for 3/7/2020 from 1-5. No one had shown up by 5, so I called and was told that the tech was still coming out. I received a call at around 6:30 from a supervisor letting me know that the tech would not be coming out. After he understood that my service was completely out, he said he would get someone out that evening and would call me back. He never did call back. I received a text message on 3/8/2020 at 2:19 with an appointment date of 3/10/2020. The tech showed up on 3/10/2020 and repaired my service and replaced the modem/router. When he left the service the service was functioning correctly. On 3/14/2020 the modem/router that Frontier provided would not provide an internet connection on the 5G band. I called Frontier on 3/15/2020 to report the issue and obtain tech support. The rep ran through troubleshooting, restarting the router, and he accessed my equipment. He did not resolve the issue with the 5G band and instructed me to just the the 2G band and I would receive a call back. I never got a call back and on 3/30/2020 I called and ordered service from another provider. I called Frontier on 4/8/2020 to cancel my service and at that time the rep attempted to assist with my issues. I shared with her that I already have another provider and I wanted to cancel service. She then told me that since I just started my billing cycle that I would not have my bill prorated. I let her know the only reason I was cancelling was due to the service issues. The representative provided a credit for the period my service was out, after I asked for it. Frontier refused to issue credit for the unused service. I asked about returning the equipment and the rep checked another system and advised that they do not need it returned. This was confusing as it was new equipment that the tech installed when he was here on 3/10/2020.

Frontier Communications:
This company is the absolute worst provider I have ever experienced!!!! I had internet installed in January 2020. The tech was lazy and chose to connect to an old existing phone line, I do not get internet in the section of the home I had it installed for, the cable is ran from the road through the yard down the east side of the house and over sidewalks around to the back south side of the house. They said the cable couldn't be buried because the ground was frozen. I called today 4/8/2020 of course the only way to get a live person is to pretend you want to buy something and magically you get a live eager to help person! I was on the phone for a total of 55 minutes and the best they could tell me was there was a service ticket put in and the soonest they can have this complete is JUNE! 5 months later!! Horrible customer service!

We did not receive a billing for the months of Jan - Feb We called several times for a billing statement so that we could make payment as we always did. No response from them. Then out of the blue they send us a bill, NO statement, for two moths plus late charges, We assume. In the meantime we canceled our Internet service NOT the tel because it is connected with our. Security System. In conversation they asked to if both Tele and internet were to be canceled, I responded four time that NO just the internet I the meantime we got another internet service. and NO tele service, just our cell phones. We told them again in a letter to them a month ago, that if they would sen us a bill for the two months we would pay it, BUT no bill until we got the one which we assume includes late charges. All billing for prior months was $109 x two months is $218 they want $299. We have never been late with them in the years we had their service NOR have we ever been late with any other supplier or billings.

I would like to send you a copy of a letter we are sending to Frontier and the collection agency but need an address, Please email us with the address. Thank You

I recently wished to discontinue service with this company due to problems including cutting off my service without sending a bill or any other notification. I did not know my five digit account code and was unable to get one on line. They told me very rudely that if I tried to cancel my account they would send me to collections. They refused to allow me to speak to a supervisor or provide any resolution

Mandatory charge for wireless router monthly fee for $10 a month ($120 a year) or forced to buy one of theirs ($200). Consumer had equipment that supported their service. Shouldn't be forced to use equipment if not needed.

We had cable and internet service with this company.On February 17 or 18 we started experiencing problems with our service such as the cable went and internet stopped working.I contacted the company explained my problem and was told a technician went be sent out and they were unable to resolve the issue as the wires needed to be replaced which required them having to entering the neighbors apartment and them having to get permission and working around the neighbors schedule.The neighbor agreed but the issue was much more worse than what they thought and therefore have to get permission from management as I live in an apartment complex so any repairs have to go thru management.The technician attempted to have a conversation with the manager on numerous occasions to no avail so therefore the necessary repairs could not be done which resulted in frontier no able to provide services for me so therefore the contract that I agreed to is no longer valid

This company will charge you the first month of services bar none. I signed on as I was told we would have faster speeds and it was not the truth. Slowest internet since dial-up and after 3 days of service my wife and I canceled services. A week later they’re telling me I’m still on the hook to pay for all of the first month because it’s in the Terms and Conditions section with our bill. That’s all fine and good besides the fact our bill came 3 days AFTER canceling services, and the pink sheet of paper says no such thing about it on the back. Beware of signing a contract with this company.

Company Lied.
Connect Customer service.. For 100, no need for a technician to come. Only 9.99 activation fee.
Disconnect Customer service, you have to pay $75 for a technician connection that did not happen.
You pay $9.99 for a router they never sent and you never had.
Bad cusotmer service..
Lying dishonest

I received an advertising flyer from Frontier Communications in early Jan., 2020 advertising "$39.99 FIOS Internet 500/500Mbps". I signed up on Jan. 21st, 2020 at 4:10pm with Frontier agent "Jeremy". He promised $50.00 credit to my new Frontier account after two days of installation by its technician who came to my house on Feb. 3rd to install the router and hooked up the service. After the installation, the internet speed is slower than my previous provider at roughly 90-120 Mbps. On Feb. 4th I called Frontier to complain about the slow speed and not even close to what they promised. They sent a technician to my house on Feb. 6th in the morning. The Frontier technician could not fix the speed problem saying there is a problem with their Tigard Oregon station server issue. I had not option but to cancel the internet service with Frontier on Feb. 6th at 11:30am talking to customer agent "Bellamy". Order number is ***. The agent promised to send a return box for the modem/router in 2-3 days and credit my account for the $200.00 Router fee. At this point, I did not get the $50.00 credit promised when I signed up and I only had FIOS Internet for 3 days. On Feb. 13th I did not receive the return box for the router and I called again and talked to customer agent "Amari" and given return box number. as prove that the box would be sent out. On Feb. 16th, I called again. On Feb. 19th Live Chat with the Frontier agent to ask for the box. Finally on Feb. 21st, I received the box and sent back as instructed. On March 3rd, Frontier received the router. As multiple Frontier agent promised they will credit the $200.00 router fee and other "Equipment Delivery and Handling Fee". On March 28th, Frontier sent me a letter to demand to pay $359.26 without adjusting the router and other credits. I have called Frontier at 1-800-921-8105 today but was no one to answer the phone. I asked for call back and put on hold over 40 minutes without a single soul to speak to.

Hello,

I have tried to cancel my cable subscription multiple times over several months, with nothing being done. I am stuck choosing between paying for my cable that I don't want, or getting sent to collections.

When I call Customer Support, I always get the same story. That I don't have a "PIN". Apparently when Frontier took over ***, they gave me an invalid frontier email account, and they send everything to that account. I never received a PIN and am not allowed to change the invalid email account. They will not let me reset my PIN. They tell me they will send me my PIN via standard mail, but it never comes. One time they agreed via phone to cancel my subscription, but it never happened. Please help! This is driving me insane. I have wasted hundreds of dollars and so much time just trying to access my own account.

Thank You.

In the fall of 2019 I contacted Frontier Communications to cancel our landline phone service for our business. At the time of the call, I was informed that our business was under a two-year contract and while we could cancel service it would be subject to a fee of $227.51. Since we were a very long time customer I suggested they either provide a taped conversation of me agreeing to a contract or a written contract. The agent was not willing to do either. Our business was a long time customer and I doubted a contract existed. When pressed he asked if I could wait a minute and he would talk with a supervisor. Upon his return, I was informed that a determination was made that my request for cancellation was occurring during a grace period having to do with the contract rollover and, as such, our business would not need to pay the pro-rated costs for exiting the 'contract'. All was good and I was satisfied with the call and resolution. The next month I received billing for the pro-rated amount. Again I called and talked with the billing department about the second billing. After going through the notes of the first conservation the agent told me it was either an error or the computer system had not caught up to the facts. I was told to ignore that billing as the problem would work itself out as it worked through the system. On December. 20 of 2019 I received a collection notice from First Collection Services stating the matter had been turned over to them for collection ($227.51). I spoke with a representative of the collection firm and explained the story. He said he would refer the matter back to Frontier for evaluation. On 4/7/2020 I received a second phone call from the collection service and was informed that the requested review by Frontier was rejected and the collection was still due. I don't feel Frontier is acting in an appropriate manner. The 'notes' of the first conservation with them were on the database system when I made my second call after receiving a second bill. The agent said she could see them. Then, apparently, the notes of the resolution have disappeared and money is now due.

I cancelled service with Frontier on March 4, 2020. I called shortly after the cancellation and spoke with a CSR who indicated that I did not owe anything and my balance was $0. On April 6, 2020 I received a bill from Frontier for service from April 1 to 30. After being on hold for 30:00 I spoke with a billing CSR who informed me that the company bills for a "subscription" service one month in advance and that the $98.31 was correct, that it was for services from March 1 to 31, and due by the due date (4/27/2020).

I stated that I was not going to pay for services not rendered and that I was will to pay for the 4 days of service; $13.11. After several times placed on hold, the CSR came back with a counter offer of $49.16,1/2 the bill.

How can a utility company get away with charging for services not rendered?

My acct. number with Frontier was 425-485-2183-092614-5. My cancellation confirmation number is