Frontier Communications

I cancelled my services with Frontier on 3/11/20. They sent return boxes to old address a week and a half later, after I had given them my new address. They sent another return package out, this time to my new address, but it’s one small box when they know I have two big cable boxes and router. Called back to tell them that the small box they sent out will not work and I need bigger boxes to return items. They stated they would send another box for us to return item, and they sent it to my old address again. Called them back to tell them they sent it to the wrong address, they said they will be shipping out a new set of return boxes to my new address. I still don’t have any return boxes to send their items back. I’ve been reading complaints about them doing this to people on purpose so that they can charge a no return fee.

I am not sure if its the company or if they only hire stupid people. These people don't know there left foot from their right. Cant connect you to anyone, always hang up on you after waiting for a transfer. Should be called wasting time communications since that is all they do

On October 28, 2019 I called Frontier Communications to cancel my service because I was moving the next day. I asked that service be cancelled starting on Oct 30 because I wanted to have the internet to check weather on the morning of Oct 29 before our trip north. I remember that the man who helped me was pleasant, but it took a very long time to conduct the transaction. He said the computer was very slow that day.

After receiving a bill for service from 11/22/19 to 12/21/19, I called again on December 12, 2019 to report the mistake. The person I talked with said she didn't see a record of my cancellation, but that she would cancel it then. She gave me order number ***.

I called again on December 28, 2019 when another bill arrived. That time I talked with a billing specialist who saw the record of my call on Oct 28. She put me on hold and was gone a long time. I thought that she might have listened to the call. She said that since I had paid for the whole cycle during which I had received service (10/22/19 to 11/21/19), I did not owe any more money and she would request that the additional charges be removed.

Another bill arrived. I called on January 22, 2020 and once again a billing specialist saw the record of my Oct 28th call. She too was gone a long time. I thought that she might have listened to the call. She said that service had not been cancelled until Dec 16, after the Dec 12 call. She said that I might get some collection letters but that eventually it should be cleared up.

On February 21, 2020 I received the letter from an outside collection agency. I called Frontier again and was told the dispute had been resolved, but not in my favor on February 14, 2020. (They had not informed me.) I talked with them on February 24th and learned that they had ruled against me because there were no notes in the file from Oct 28.

It is not my fault that they did not cancel my service when I requested it!

I called Frontier again on February 25, 2020 and asked to speak with a manager. He said he believed me, but that it was out of his hands since it had gone to the collection agency. He suggested a 3 way call with him and me and the collection agency. The collection agency said they can't do that, so I followed their process, which was to have them investigate. I also sent a letter explaining the whole thing to them on March 10, 2020.

On March 26, 2020 the collection agency sent a letter saying they had checked with Frontier and that I still owe the money.

We had to vacate the house for 6 to 12 months for remodeling duration and were advised to change to $9.99 monthly plan. a few months later we found out we had been changed $69.64 per month instead (from $131.28). We called in February and was told a remedy ticket had been issued and that refund could take up to 2 months. but I just called today and talked to a rep for a total of 1 hour 2 min. She could not find where we stood in the refund or remedy ticket process, so she requested another remedy ticket. We were only changing to the $9.99 plan a month because it seemed reasonable a charge for keeping the old number, which we really had no use for but for the sake of continuity. But since we moved out of the house and stopped using any services by Frontier, there was no reason for us to agree to pay anything more than the $9.99, such as the $70 a month bill by Frontier.

Frontier is attempting to bill me for a period of service which they did not provide services. They made the process of leaving the company extraordinarily painful wanting to interrogate me and try to keep my business because they we charging me 100 a month for a slower connection and were offering new customers 4 X the sped for 40 a month. They refused to give me this price and then wanted to understand why I was leaving then they proceeded to attempt to charge me for an entire month of service that they didn't provide. They behave like a oligarchic monopoly and are attempting to bully consumers like me and it must stop now

I had an appointment set up for March 28 between the hours of 1-5 pm for a technician to change my internet service. On Friday, March 27 at about 10:00pm my internet service went down. Since I was expecting a technician to upgrade my internet on March 28, my internet remained down the entire day of March 28. I called a couple of times asking if the technician was coming to my house. The response was that he was working until 8:00 pm. He did not come to my house or did I receive any notifications regarding his actions. When I called again at 8:00 pm, customer service had closed. I called technical support and they restarted my internet at about 10:00pm. I called again on March 30th and I was given another install date of April 1 between 1-5 pm. Again my internet service went down on March 31 at about 10:30pm. Again I was down all day April 1 waiting for the technician to arrive. At about 4:00pm, the technician had not arrived, so I called technical support to restart my internet service, which they did. He called the customer service to ask if the the technician was going to come to my house and he said that I had to wait to 5:00 pm. The technician did not call or tell me that they weren't coming. Again, at 5:20pm, I called customer service. They told me that I had to notify the technician when was a good date for them to come put. I have never heard of the customer calling the provider to verify a service date. I had to schedule another service date for the third time It was rescheduled for April 7 between the hours 8-12 am.

My frontier bill includes a charge for a Wifi Router. I am not using their router. I am using my own router. They are still charging me $10 a month for this. I believe this is unfair as they are charging me for something they are not providing me.

I have called up customer service multiple times and they tell me its a company policy. I don't believe its a fair policy.

Company did not explain all disconnection charges at time of cancelling services. I cancelled 3 days into billing cycle due to selling home. They charged for the whole month instead of prorating it. The customer service when you call the call center is miserable and in accommodating especially since where I moved does not allow frontier service. I want my money at closing back due to failure to include all close out information.

For three months now, I have attempted to have my bill corrected. Frontier would correct one item and then change another unrelated item to a higher price. I was told to pay my monthly charge minus a $20 credit Frontier was issuing to me. Frontier instructed me on what amount to pay. I paid that amount. The credit was never issued and I was charged $9 for not paying my bill in full.
-1 stars. Absolutely terrible. Sad part, they don't care.

Internet. Constantly bouncing. Will start buffering in the middle of a show, or in the middle of doing something that should only take a couple of minutes and, it will not get finished, or, we stop because of the frustration!
When we call technical support we are most always told to, reset the router!!! Do you know how many times our router has been reset???
I had to reset it, just to make sure it works, to write this!
When I contacted Customer Service, I was asked if I wanted to up grade,, for $10.00 dollars? SERIOUSLY? My response was, how can you make an offer to supply SIX more devices when we can’t seem to get one device to work? We work very hard for our money and every time I, we, have to stop what we are doing, get up, walk to the router and turn it off, wait ten seconds, then turn it back on, wait for it to reboot, an entire 1/2 hour is gone out of the day! It’s beyond frustrating!
And we’re still paying full price for the crappiest service out there!
I complained about this back in January, and still nothing has been done to make the service better or make us feel better about it!

I went to pay my bill via frontier phone app and it wouldn’t allow me to make a payment to avoid extra costs several times, when I finally called frontier to pay my bill because the app wasn’t allowing me to make a payment they are trying to charge a Convenience fee and they refuse to save the fee when the issue is on their end

I switched from Frontier Communications to *** 12/2/2019 for a variety of reasons (high price, poor internet speed, etc).
I contacted Frontier a week before the 12/2/19 date of transition. The rep I spoke with told me they already had my change noted in the system because *** notified Frontier re: the phone number transfer. I asked the rep if I was still under contract or had any billing issues to worry about and he told me "no." So Frontier had advanced notice of this termination from me and ***, prior to the 12/2/19 term date.

My next invoice received was for the entire month of December for $286. I called Frontier and explained I terminated services on 12/2. Why are you charging me for the whole month of December and not just 2 days? I was advised to wait another month because the system may need to catch up, realizing I termed with them.

I called a month later when I received another invoice for $286. I talked to a woman (I believe her name was Tina) in Frontier's billing dept who advised that somewhere in small print on my billing invoice, they state they do not prorate charges and she refused to help me. I asked to speak with her superior and she refused. I asked her to transfer me to a higher level manager and she refused. She told me there was no one I could speak with because this is Frontier's policy. I hung up on her and contacted Frontier's customer service and filed a dispute. Frontier was to get back to me in 3-4 months.

Instead of contacting me about the dispute findings, I received a letter in the mail stating if I did not pay $286, I would go into collections. They didn't have the decency to contact me and tell me they won the dispute I filed merely because of the small print somewhere in the bill that no normal person would ever look at or see. Even though I called them and asked specifically if there would be any billing issues with my terming services with them, they demand I pay this bill. Their customer service reps should be trained to handle that type of question and advise customers about this billing rule with terming service. I would have easily changed my term date with them to the end of December had they told me this information. And I told them I'd be happy to pay them for the 2 days of service I received. The billing supervisor would not budge nor allow me to talk to anyone higher than her level. I should not have to pay them the full $286 for a month of service I never received.

To avoid collections, I agreed to pay them $5 a month (which would take five years to pay off) after speaking with a collections rep at Frontier. They made me feel as if I had no choice. I have excellent credit and would not want this business to injure my credit rating. It kills me to pay them anything. I find their business practices very suspicious. I also think it was unfair that no one contacted me regarding the outcome of my dispute except to threaten me with collections.

Is this business run by organized crime?

First, if you're reading this and are currently an internet customer with this farce of a business, download a speed checker. I was paying for the 50 package and getting the 25 package. My average maximum speed was below 30. My internet kept going down every month and no one seemed to know why, but then a tech said maybe I'd do better with a lower package. That's when I started doing some research. Their lines couldn't even carry the package they sold me.

I'm in rural South, but when you've called for a tech EVERY month, sometimes twice a month, and have to wait a week and a half to two weeks for it to be repaired, it gets REAL old REAL quick. The tech guy said, after I complained about the continued service problems, that I was getting better service than customers just a couple miles down the road, as if that would be a consolation. So this went on for nearly a year before I did my research.

The lines lose their signal over distance. I was too far away from the point of distribution to get the 50 promised speed. That was the main reason my service kept going down every month, every little flicker of electricity and it went down because the pairing couldn't link up at speed. When I ran my speed tests several times a day for an entire month and saw the truth of the matter, I downgraded to the 25 package that was really all the lines could manage anyway. I asked to be credited the difference between the packages for all those months and asked for adjustments for all the time I went without service. They only gave me a partial credit. I decided to ask one more time, and proceeded to have it all disconnected.

This is where they will get you. Insist on getting a confirmation number or they will charge another month and swear you never asked for disconnect. They will lie, cheat, and steal, for as long as you're involved with them. I'll NEVER recommend them, and will be making a LOT more posts like this one.

Check your speeds. When you see you're being done wrong, also, call them up and let them know I'm living up to my promise to share my experience.

We had Frontier Service for 9 days. Unfortunately the service was very slow. The representative we spoke with before setting up the service informed us that we could cancel the service and send back the equipment if we were not happy with the speed of the internet. He also informed us that we would not be responsible for the full month if we cancelled.

We cancelled the service after 9 days and sent the equipment back as soon as Frontier sent us the box. I was surprised when I received a bill for a full month of service and the set up. I paid the bill for the set up and the 9 days of service that I received. I then filed a dispute with the company for the rest of the payment.

Even though a representative of Frontier gave us incorrect information, the company is holding us responsible for the remaining amount. I spoke with many different representatives and supervisors. I was informed that the representative that gave us the incorrect information was reprimanded because they listened to the phone recording and heard that incorrect information was given ... but then other supervisors said they had no record of the incorrect information .

Basically this entire process of dealing with Frontier has been a complete mess. They are disorganized, give incorrect information, and then don't honor what their representatives tell the consumers. I was told by a supervisor that they have to stick to what is written "on paper" and they can not change that ... Even though they made a mistake and provided incorrect information. Frontier made a mistake and needs to correct it / make it right.

I would never recommend Frontier. I was extremely disappointed with the service I received. The internet was very slow for the 9 days I had it, and the customer service was absolutely awful. I am very disappointed.

We originally started internet service with Frontier in September 2019. When the service was installed, the wire was not buried. Instead, the cable was strung across our grass. We were told the cable would be buried in less than a week. After 10 days, we became very frustrated and decided to cancel the service. On 4 October 2019, my wife called to cancel, as we were extremely disappointed with the service. We were told we owed nothing and our service was canceled. Since then, we’ve received a bill for over $300 every month. We have contacted them every month with no resolution. Each time we call, they keep us on the phone for at least an hour. I was told today that it was noted on our account in October that we requested cancellation. Frontier told us they would need to pull the recorded call on 4 October 2019. This is absolutely ridiculous and we are very dissatisfied with this company. We have seen other residences in our neighborhood with cable lines unburied. This is a safety issue and unprofessional to say the least. Any assistance you can provide is much appreciated.

I started frontier internet service on Mar 9, canceled on Mar 22. I received first bill of $81.87, called customer service for several times to finally figure out how come the bill was so high, and made one-time payment of $81.87 on Mar 25. Now as on Mar 30, another balance of $50 showed on my account. I am extremely unhappy about the misleading $29.99+fee advertising and the crazy additional fees. I requested termination of the service within 14 days, and I would like a full refund and a zero balance final bill.

Received a quote from Frontier in November 2019. Did not sign up and NEVER received any routers or anyone coming to my apartment to set up equipment. never had service.
Was called December 26 for bill collection.
Got passed around to 6 different people, finally spoke to Andrea--someone higher and a supervisor who said she would take care of it: escalations number was *** Her employee id number was ***.
She said she would take care of it.
Today, 3/31, I received a call from collections collecting on behalf of frontier.

One of the screenshots below is a review I found and is exactly what happened to me. Looks like a pattern.

I have been a Frontier cable and internet customer for many years. On March 19,2020 Frontier disconnected my services in error. After four hours on the phone I finally got the services reconnected. I recently got the bill for these services that is $34.00 higher than my previous services. I am also being charged for DVR services that are not being provided. After more that two hours on the phone trying to contact customer service I was told that while the company is in error for cancelling my services they will not allow me to "be grandfathered in under the old price you were paying". When I asked about being charged for the DVR services that I was not receiving I was told that was not Customer Services problem.

I have been a faithful customer of Frontier since November 18th 2014. I have always paid my internet bill 2-3 weeks ahead
of it's due date. On February 6,2020 I paid my bill in full of $43.98 for the bill period of February 18,2020
to March 18,2020. I moved to a differant apartment in the same building on February 21,2020. I called Frontier to come
transfer my internet service to the new apartment on February 24th.They made a appointment for me for the next day
(February 25th between 1-5pm).They never showed up or even called to explain why they didn't. I called them back that
evening of February 25,2020 to find out what was going on,they just gave me another appointment for the next day
(February 26,2020 between 8-noon).
They never showed up or called to explain why they didn't make it..Again. I called them for the 3rd and final attempt
on February 27,2020 in the morning,they said they'd get someone over sometime that day. Nobody showed up for the 3rd time.
I was so mad because I paid my bill & my money was going for unused internet. So I called Frontier on February 28,2020
close to billing closing time to have my internet service disconnected. I was hung up on after saying I wanted to
disconnect/close out my internet services with them. I called back morning of March 2,2020 to close out my internet
services. The man was able to assist me doing so. He gave me a confirmation # *** and told me that my Frontier
account was up-to-date on billing & internet services was now disconnected. I didn't have to return the wifi router & I
was good to go. So I thought, On March 27,2020 I recieved a email from Frontier saying "Your bill of $53.97 is due on
April 20,2020. So I called Frontier billing on March 30,2020 to find out what I owe them for. Lady talked in circles
about why,then gave me 3 differant amounts that I owe. $53.97 .. $42.11 .. then $21.85. Wow!! I don't owe them a dime,they
owe me!!! I don't want this company to ruin my credit over these make believe bills.

On Jan 6,2020 we had Frontier internet installed at our house and paid $75 for this installation. On Jan 16 the service didn't work right. We were unable to connect to several webites. I contacted constumer service and spent several hours on chat and then a phone call with them to discover that the tech who installed our equipment didn't connect the router/modem provided by Frontier. Without asking us, he connected a modem and router that we owned. We were told on the call that they would not provide technical support for any router/modems that they didn't provide. So they refused to help me at first. I asked for a supervisor who walked me through connecting the Frontier router/modem, which was what the tech I paid for should have done. Becasue I had to do the work myself, on Jan 20th I requested a refund from Frontier on the installation fee. They said they would review it and get back to me. They did not get back to me so on March 31 I contacted them again via chat and was told they rejected the credit request and offered me $10 credit for a day of service. I refused as they did NOT do their job. I did it for them.