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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I have had frontier communications as my Internet provider for over a year. In January , I called Frontier because I was moving from one city to another (Irving to Forney) and spoke to a representative who told me that Frontier does not have coverage in the area I was moving to. I told the lady that I asked the representative who the internet provider was at my new location and she told me *** and that I should call back to cancel when ready.
I moved about two weeks later (February 14th) which was a Saturday and called frontier on the following business day (February 16th) letting them kno I had moved and the service should be terminated and gave them my new billing address for my final bill. I asked the frontier representative for my confirmation number and asked her if the service is now disconnected or if it will be after midnight but they could do it now coz the residence was empty.
It was at this moment that the representative let me know that the service would not be disconnected until the end of my billing cycle I asked her when that would be and she said I in a month because all terminations Are done at the end of the billing cycle. She stated that my billing cycle had passed by a day. I was shocked to say the least and I told her that nobody had told me that when I called in on the 26th otherwise I would have put in the order for cancellation then. The representative told me that once I receive my final bill; it will have an early termination charge and a whole month billing cycle. I told her that was not right because no one was living at that address; the representative then told me that the representative I spoke to on in January should have told me about my billing cycle and disconnection date information.
Fast forward to today when I got my final bill and called Frontier back to dispute the final month charge of 50+ dollars. I called frontier today and spoke to a representative that refused to adjust my bill; I asked for a supervisor who also refused to adjust the charges; she read the account notes and did see that I had called Back in January and that I should have cancelled the service then. I told her I would have done so if I knew their cancellation only happens at the end of the billing cycle; I must say that this is new to me; I expected a prorated bill; not an entire month. I would also Ike the early termination charge reversed because I was willing to transfer services and it’s not my fault that they don’t carry services in Forney.
The Complaint states that:Ms. advises
that she is disputing the charges for Frontier service following her
cancellation date. 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 prior to termination, Mr. was billed (and thus incurred
charges) through the end of his billing cycle. Ms. is eligible to continue
receiving Frontier services through the end of that billing cycle. 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 as a courtesy, due to the cancellation being on the same day as the bill date, we have credited Ms. for her charges from March 16, 2020 – April 15, 2020. Frontier advises that we spoke to Ms. on April 1, 2020 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you so much for your assistance.
Regards
This is a two part issue with Frontier communications where the initial issue is now effecting the secondary issue:
1. I fulfilled my 3 year contract with Frontier Communications. Sometime in late 2018/early 2019, frontier ported our fax number to another carrier, but did not complete it and "lost the fax number in limbo" as a result our business lost thousands in revenue as we are a medical facility. We tried to get the fax back, but to no avail and alas had to get a new fax number with another carrier.
In all of this mix up- they sent us a new bill, under a new account number for the fax number or phone number that they "returned to us" which we declined to pay or use, as we never got the fax back. There is a phone call in 2/2019 between myself and them attempting to resolve this the best it was able to be. Please be aware at this time, they claimed we had a new contract, which we did not. WE did not reinstate a fax number with frontier, and used a different fax company going forward. To my knowledge, we were just continuing on with our already set up internet and 1 phone line.
I believe, that as a result of the above mayhap, somehow frontier also "turned off" our internet and cancelled this portion of the account, although they still allowed internet to come to the office. As a result, my business had no idea that internet had been "turned off" because we still received bills from Frontier and paid them on time.
Fast forward to September/October 2019 when my office started having internet problems and called Frontier- it took countless hours and phone calls between me and them, but finally it was realized that Frontier had "turned off our internet months ago, and we should be happy we got free internet". I explained that I was always happy to pay for the internet, and just wanted it working properly, and thought I was paying, as we received bills and always paid them on time. At this point, and as I mentioned, after countless hours, Frontier offered to "restart" the internet again and because of all of my troubles, which they could see in the previously mentioned months of phone calls- gave me "internet for 2 years WITHOUT contract" but for the with contract pricing. I agreed to this.
Issue #2: Currently March 2020- My business has had to close its doors and became insolvent due to COVID-19, one of my employees spouse has died from the virus and her daughter actively has it. Our entire office has been doing its part to try and flatten the curve, stay home, and isolate for the safety of our employees as well as the geriatric and very ill population that this medical clinic serves.
I called Frontier to port our number to a VOIP carrier, so that I may continue to answer phone calls of the patients of this practice, as it is inappropriate to leave them with no means of contacting what used to be a medical practice and obtain their records etc.
The physical office has closed it doors, and the business is going out of business.
For this reason, Frontier is being cancelled.
The issue is this- Frontier claims that we are in a 2 year contract with them- which we did not agree to!
(Even if we had, the issue now is that we do not have any money, we went under, we have grieving employees, and zero work due to social distancing ordinances etc).
At this point in time, and I do believe that I NEVER signed a 2 year agreement with Frontier, we just requested to have our contract cancelled. They said we will need to pay early termination.
This seems very wrong on two accounts-
One, that they completely messed up our service a year ago, and potentially tricked us into what they are claiming is another 2 year contract and,
Two- that given the COVID-19 situation, EVEN if we do have a contract as they are claiming, they need to be understanding as a company, when we as a small business are going out of business in this time, and waive any early termination fees.
Thank
you for referring the complaint of *** to our office for review. We
appreciate her bringing this matter to our attention.The
Complaint states that:Ms. is stating that her
business, ***, fulfilled a 3-year contract with
Frontier and a new contract was added without her authorization.Ms. is stating that she is
closing the business and there is a freeze preventing the port out of the
phone number to a wireless carrier.Ms. is requesting to have
the freeze removed, no additional service charges incurred, and waiver of
early termination fees so she can disconnect the account.Frontier
has investigated the above statements and offers the following response:Frontier records show that *** had a 2-year term commitment that expired on 4/16/18 and on
10/3/19, a new 2-year term was added when internet service was activated on the main
account phone number. Review of the account history
confirms that on 4/2/20 the local carrier freeze was removed and there is
a pending port out request scheduled for 4/8/20, which will disconnect the
account. In this instance the early
termination fee has been waived and Ms. was advised of Frontier’s end
of billing cycle termination policy. 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 Agent provided false information which was the basis for my agreeing to initiate internet service with Frontier Communications. He stated that Frontier's speed would surpass the speed that I was currently receiving from *** (212mbs) due to having a "dedicated cable" and that that was something *** does not have making ***'s service slower than Frontier's. He also stated that I would have the capability to stream internet on my smart TV which turned out to be false and that I could connect and operate multiple devices (also inaccurate).
April 9, 2020Case: ***Thank you for referring the
complaint of *** to our office for review. We appreciate your bringing this matter to
our attention. A
Frontier representative spoke to Ms. regarding the concerns outlined in
her complaint. The customer states the
service was misrepresented as faster than her existing service. The customer
was not advised the speed was not guaranteed. After providing the speed
disclaimer, the customer advised she wished to cancel the service and had
already reconnected service with her previous provider. A
disconnect order has been issued to disconnect service effective April 10,
2020. Additionally, a credit in the amount of $173.17 has been applied to the account to
bring the account to a zero balance. We
trust this information will assist you in closing this complaint.Thank you,Amara H.Executive Customer Relations
Specialist
We have been with this company every since it took over ***. In the last five months my phone has not worked more than it has. When I called them about it they said it was on my end. They then sent someone out and he had told me that the box was destroyed and they had no box to replace it with. I was without a phone for six weeks and only got credit for two. They also had my phone shut off at the main office for two weeks. I also have their internet service. And I only have so many gigs a month, and they kept running out in a week. When my daughter called them about it they said I was being hacked and needed to send me a new router. We got the new router and I had 4 gigs left. When I called to get the new router set up then all of a sudden had none. Now that I have cancelled with them they have sent me a bill for $679.45. They are saying that when I got the new router that it was a new contract. No one ever said that when I was on the phone with them. He said the router was just a replacement And was free. We are sending them there equipment back to them.
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 has a billing discrepancy with Frontier.Ms. advises her phone service was not working properly.Ms. advises she is disputing the cancellation fee assessed on the Frontier bill.Frontier has investigated the above
statements and offers the following response:Frontier advises an appropriate credit was issued for the phone outages.Frontier advises the early termination fee assessed on the Frontier bill was for cancelling the internet service which was provided by ***. Ms. has contracted *** through *** and still has the service. Frontier advises we have issued the appropriate credit for the termination fee.Frontier advises the remaining balance covers *** service from February Bill and March Bill. *** will bill separately after the date of April 24, 2020.Frontier spoke with Ms. on April 2, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I got a bill from Frontier Telecommunications on March 3rd for prepaid services from Feb 28, 2020 to March 27, 2020 for $660.40. I signed up a new contract and was told that I will be given prorated price from March 3 for monthly bill of $220+tax. I got another bill of $1035.02 on March 31, 2020. I called frontier and was told that they billed me for installation which was not suppose to be billed. They also didn't adjust the previous bill at the new rate. They are doing fraudulent billing and needs to be investigated thoroughly.
Thank you for referring the complaint of
Dr. ***
to our office for review. We appreciate Dr. *** bringing this matter to our attention.The Complaint states that:Dr.
*** states that he has a billing dispute since agreeing to change his plan on
March 2, 2020.Frontier has investigated the above
statements and offers the following response:Frontier
advises the correct price for Dr. ***’s service is $244.93 per month plus
taxes and fees for the term plan agreed to on March 2, 2020.Frontier
advises that Dr. *** billed charges that were not applicable, this was due to
an order entry error. The service is billing correctly as of April 7, 2020 and
credit for the overbilling has been issued. Frontier
advises that Dr. *** agreed to retain his term plan and to complete the term,
as is. Frontier
spoke with Dr. *** on April 7, 2020 and advised the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Dr. *** 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.
I was quoted price of $220.00/ month plus taxes and surcharges per representative Martin on March 3, 2020 which was acknowledged by Lisa. She would not honor that price. She then wanted me get on a monthly plan which would cost me much higher price. I am not given what I was quoted. They should honor the phone call conversation with rep Martin. I would also suggest that Frontier should be investigated by a third party so if other customers are charged in a wrong way, they can get fair pricing. I am concerned about their billing practices.
Regards
Thank you for referring the complaint of
Dr. ***
to our office for review. We appreciate Dr. *** bringing this matter to our attention.The
Complaint states that:Dr.
*** states that he has a billing dispute since agreeing to change his plan on
March 2, 2020.Frontier has investigated the above statements and offers the following
response:Frontier
advises the correct price for Dr. ***’s service is $244.93 per month plus
taxes and fees for the term plan agreed to on March 2, 2020. Frontier has
agreed to charge Dr. *** for his services $219.93 per month plus taxes and
fees while keeping the original term dates. Frontier
advises that Dr. *** agreed to retain his term plan and to complete the term,
as is. Frontier
spoke with Dr. *** on April 27, 2020 and advised the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Dr. *** has experienced as a result of the above matter.
Was signed up for services that weren't available. Found out two weeks after they took a deposit after not having techs show up. Canceled services on 3/24/20 and was told I'd have my money back, $126 in 3-5 business days. Now they cant find my information and says it will take another 3-5 business days for a call back. Not acceptable. They took my money knowing I wouldnt be able to get service and now won't give my money back.
The Complaint states that:Ms. advises
that she is requesting a refund of the deposit that was collected by
Frontier, due to not being able to provider services. 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 a refund was issued back to Ms.’ credit
card on March 30, 2020 for the full amount of her deposit. Frontier advises that despite our best efforts we
were unable to reach Mr. to discuss her complaint, however the issue
has been resolved. Direct contact information has been provided.
We have been a frontier customer for over 10 years for internet, and in the past years we have made several complaints about internet speed, they stated it was our modem - we got a new one, same in/out speed, now we can’t go on for 1-2 hours without turning on and off, trying to restart modem. They say we are in a high demand area and our working on the issue. We pay about $140.00 a month for them to provide a speed of none - .9 mbps ... yes you read it correctly, 0.9 Mbps
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. wants a refund for the internet
speed not being faster than he currently has.Frontier
has investigated the above statements and offers the following response:Frontier advises that Mr.’s internet service is provisioned within the range he is billing for.Frontier advises that the customer has the fastest speed available for his address. Frontier advises we have been unsuccessful in our attempts to contact Mr.. We have provided our direct contact information. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Frontier has been charging me for FIOS high speed internet at $80 a month since May 2019 to March 2020 while I have only received far less internet speed at 4mbps. They don’t even offer anything below 500mbps. My wife and I are retired senior citizens. My son uncovered the issue while visiting end of March 2020 and called frontier to get this corrected. Frontier agent confirmed that our internet was throttled at the slower speed of 4mbps all the way back since May 2019 but always excessively charged us for $80 service. They were unwilling to offer any credit or refund for overcharging us for nearly a year.
The Complaint states that:Mrs. advises that they are disputing the monthly rate charged for their
Frontier internet service. 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 Mrs. was subscribed to 3 mbps/ 1 mbps FiOS internet. According to our records, there have been no repair tickets or calls to technical support to advise of issues with the speed received. There is also no record of calls to our Customer Service Department in response to advertisements for faster speeds, lower rates, or to inquire about higher speed availability.Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills. Frontier advises that as a courtesy we have issued a credit for the difference between the old monthly rate and the monthly rate that Ms. is billing for her upgraded service, for 3 months. This credit will appear in her next bill cycle. Frontier advises that we spoke to Mr., Mrs.’s son, at her request to advise of the above information.
My services were suspended for 2 days during COVID-19 outbreak due to glitch in Frontier system which didn't process my auto-payment. Frontier representative refused to issue reimbursement and refused to provide customer complaint information.
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. would like to receive
credit for the two days he was without service.Frontier failed to process his
auto-payment.Frontier has investigated
the above statements and offers the following response:Frontier has issued two days service credit to Mr.’s account.The prorated credit of $6.16 will post to his account within 30 days.Frontier records show all payments show successful to Mr.’s account at this time.Mr. contacted Frontier on March 31st to advised he had fixed his auto pay to show that it’s turned on.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. I insist
on minimum compensation for the amount of $553 for damages. Here are facts: 1. During my conversation with Jonel (Frontier representative) on 3/31/20
around 7PM PST she admitted the issue was caused by glitch in Frontier's
payment system causing delays in processing of certain payments. Since my March
payment didn't process on time, my account was suspended and my services
terminated. My services were disconnected for 2 days - 3/30/20 and 3/31/20.
Jonel refused to escalate the issue and didn't provide any further steps to
resolve it. 2. During that period of time (3/30/20-3/31/20) my entire family was either
working from home or taking online classes due to the current restrictions
regarding COVID-19 outbreak. My spouse *** supposed to take two online
classes on 3/30 and 3/31 as part of accelerated online GMAT program. The
program costs $1624 (see attachment) and missing two classes costs $232 in loses.3. My daugher *** was
attending online class at Bellevue College and she was not able to take her
final exam on 3/31 due to termination of our internet services by Frontier.
Because of that she wasn't able to complete the class and has to retake it.
Total cost for retaking the class is $321 (see attachment).
The issue was clearly caused by Frontier and my family suffered significant financial and mental loses. Since it is hard to put cost on mental damages I insist on minimum compensations of $553 for financial loses.
Regards
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. demands that Frontier compensate him $553 for missed online class time due to being without internet service from March 30th through March 31st.Mr. states as a result of the downtime, a final exam was missed as well as two other online classes that were required. Frontier has investigated the above statements and offers the
following response:Frontier records show Mr.’s service was interrupted on March 30th due to a payment issue.Frontier records show the service was restored the same day, after a payment was processed.Frontier does not compensate for loss business, wages, or time, nor does Frontier compensate for online classes or other items due to an internet outage.If needed, Frontier can provide documentation for the loss of service to help assist customers provide proof/reason for the down time.A representative will reach out to Mr. to ask if this is needed.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.
Frontier Communications advertise "high speed internet" defined as 25mbs. However they provide less than 1.5mbs. They are not, by definition, high speed internet. They were sued in the state of West Virginia several years ago, never made good on the orders they were given by the courts. They hold a monopoly on the area, many people who paid for higher speeds had their service and speeds cut from higher speeds agreed to on their contracts to the less than 2mbs without knowledge of the change and no price changes. They will have ever tell you their lower service is due to an issue in the lines that they are working on but this is a lie. In the times we are in now with Covid19 and the stay at home orders, something needs to be done. MUCH Faster speeds of at least the 25mbs, upkeep on their lines and service, and above all they need to hold to the moral obligations a company servicing consumers should be held to. I'm considering a lawsuit, but I have four kids to feed, I make less than $20000 a year and lawyers are expensive, even if anyone would want to take on a big crooked company. Thank you for your time and sorry to have to bother anyone with this. Stay safe and God bless.
The Complaint states that:Ms. advises
that she has intermittent speed and connectivity issues with her Frontier
internet service. 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 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 upon review of Ms.’s account, there is no repair ticket history to indicate an ongoing issue with her Frontier internet service. Frontier advises that despite our best efforts, we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
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.
Greetings,
I, *** R. *** II, have reviewed the answer from the company and I whole heartedly reject it. I am also very offended by the fact that every word of it is false or in the least, negligent of any common sense or truth. First and foremost, they refer to me as Ms.. My name as I clearly stated in the complaint as well as on the phone call that lasted about 45 minutes,is *** R. *** II. They, in their response, refer to me several times as "she and her". I am neither of these things, I was born and have been "he and him" my whole life. I complained about false advertising as high speed when they can not offer speeds even close to the FCC definitions of high speed internet. They say I complained about their inability to provide constant connectivity. I have no problem connecting to their equiptment, it's their service that can't stay connected. They stated there are several variables in their ability, or lack thereof, to provide services. 1.computer. The computer is top of the line, 32GB of memory, good video card, great processor. The works. 2.wiring inside the house. The day before my complaint THEIR tech was at my house and installed a brand new box and new wire straight from the pole to my house. There are no splices in the wire from the new box that is attached to the pole or to the jack inside my home that is 8 foot from the pole. 3.Time of day. The problem is a constant from 12 midnight until 12 midnight 24 hours a day (and night) 7 days a week. All instances they stated could be the cause of their failure are none existent in the case. The next point is like to address is the flat out lie of their answer to the complaint that they tried to reach me (not MS.)but could not make contact. As I stated earlier, I clearly stated my name on the 45 minute phone call they apparently failed to mention happened. I'm sorry, I do not remember the name of the woman who contacted me, I also will tell you, I was not the nicest conversation she had that day. She did her best to excuse the company failure to provide service. She also tried to blame the "technology" in the home and lines. She honestly deserves props for her attempt to convince me that the problem isn't the failure of the company but everything else. I have children, I deal with the diversion of blame on a daily basis so I didn't fall for it. Please, this company is only interested in laying blame on everything else and denying that they are failed in providing service or that they false advertise that they even have the ability, let alone the attempt to provide service they claim.
Regards,
*** II
I have this company in Illinois right now and it is the absolute WORST. If you can get other internet or phone providers DO IT. This company will scam and lie and steal in order to make its money. I have only had them for 6 months and my bill has been wrong for 5 of those. I spent NO JOKE 6 HOURS on the phone trying to get it fixed, talked to several very rude reps and some rude supervisors. I finally got my bill corrected AFTER my service was disconnected for non payment (whos going to pay a double bill for 5 months in a row??) I had to pay 300.00 to get my service turned back on that day. THEN 2 weeks later I received another bill saying I owed 112.42 for March, which still has the incorrect amount on it, and then I was told I owe 135.61 for the month of April, but I received that bill pretty much the same time as the March bill. This company is a fraud and I hope they get sued. I might do it myself. Absolutely ridiculous. Oh and my bill was supposed to be 44.99 plus taxes each month. My bill has not been under 100.00 each month since I started. Hence the 522 due. I really wish someone else serviced this area!!! So FRUSTRATED.
Contacted Frontier last November to install internet (only) to a new home we were constructing. Placed order for their 500mb service as advertised on their website. Since it was close to freezing up here in Central MN, I was concerned with getting the line run before the ground froze; but their customer service rep could not answer my questions or put me in contact with anyone who could answer my questions. Nor could they schedule just the install of the lines running to the house and then install the modem closer to our move-in date. They scheduled an install date and no-showed and rescheduled without notifying me. They no-showed on the second date and finally came out 4 weeks after the initial scheduled install date. At the time of install I was then informed that we could not get 500mb service because they didn't have fiber lines in the area, the best they could offer is 6mb which could be improved to 20 or 25 mb with a second DSL line but they would not do that until I actually moved into the new home. I reluctantly went ahead with the install and they proceeded to bill us for service in January and February. When the tech left our new home he left a modem and show me where to plug it in the wall when we were ready to move in. I plugged it in on 3/22 and there was not internet signal at the modem. When I called customer service it took 45 minutes on the phone to just be able to speak to a customer rep to help diagnose the problem and the rep determined that the modem was not getting internet and there had to be a problem with either the line run to the house or how it was wired by their tech. They told me the the earliest they could get a tech out was 4/15 and I told them this was unacceptable. When they were unable to work with me to get a tech out sooner, I told them to cancel the service and requested a refund on the install and past service charges for usage and they told me "no". Then on 3/26, we get a cancellation confirmation effective 4/9/20 rather than the cancellation effective 3/22. The also informed me I needed to return the modem and the DVR or be subject to $100 and $200 charges for un-returned hardware. We never got a DVR because we only subscribed to internet. When I called customer service, they refused to discuss my cancelled account because I did not have the security pin. They have to send me a letter with the security pin in order to help troubleshoot the cancellation. I have never been so frustrated trying to deal with a company. They falsely advertised their services they could provide, did not allow for a logistics conversation on the install and then they installed and charged me for something that didn't work. We did not use on bit of download from this company and their customer service approach is beyond bad.
March 31, 2020Thank you for referring the complaint of *** to our
office for review. We appreciate him
bringing this matter to our attention.In the complaint Mr. expressed concern regarding
subscribing to 500/500 Mbps Frontier internet service, missed appointments
without notification, his request for cancellation on March 22, 2020 but
received receipt of notification shows cancellation date of April 9, 2020. Mr. expressed other occurrences of
inaccurate disclosure of information and denied credit adjustments.We sincerely apologize for the trouble Mr. experience
trying to have internet service installed. When an order is processed, the representatives offer what shows
available at the specific residential address provided. Unfortunately, the system doesn’t indicate
whether the distance from the residence to the central office is too great to
receive the service. This information is
usually available once the tech is on site. It was confirmed the amount of usage found for this account
was 18 minutes in January 2020. This is
an indication that there was no service provided or used at this location. The account has been credited because of the
lack of usage confirmed for this account. The total credit applied was $237.06, which leaves a credit balance of
$164.48.Mr. will receive the proper return mailing material for
the router, as our records indicate this was an internet only account. There was no TV equipment installed at this
residence. The customer requested the cancellation of service March 22,
2020 but the due date available was April 9, 2020. Frontier bills to the end of the bill cycle. Mr. had already been billed through April
9, 2020 on the March billing statement. If the customer is charged any further charges, we will care for those
charges on our date of follow up April 12th or 13th, when
the new statement is available for viewing.We will ensure Mr. Halls receives mailing material to return
equipment and confirm there are no additional charges billed to his
account. The above information was provided to Mr. on March 31,
2020. Sincerely,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
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 signed for Frontier FIOS in December 2019 and was promised that I will get $100 *** card after two months of payment. Now, it's almost 4 months and I chat/call them and they act as if they don't see anything in the account.
When I talked to them in Feb, they said that I will get the $100 card in March and now, they don't see anything at all. I have saved the chat transcript.
Frontier also said that I have to mail in a redemption form and when I inquired where do I find the form, they asked me to call this number: . That is a recording and it asks me to go to https://internet.frontier.com/redemptions/. Click on the link and see what you get!
Just a deceptive business practice from Frontier all around!
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. states he ordered Frontier services in December 2019 with a promotion to
receive a $100.00 *** gift card; however, he still has not received the
gift card.Frontier has investigated the above
statements and offers the following response:Frontier has investigated
the account and found no records that the redemption form was submitted by Mr.;
however, Frontier advises that the $100.00 *** gift card is being processed
and will take 6-8 weeks for processing and delivery. Frontier advises that additional
attempts were made to contact Mr. to discuss this issue further but was
unsuccessful speaking to him further.Frontier has mailed Mr.
a letter with direct contact information if he needs any further assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a
result of the above matter.
I currently have Internet and Voice service through Frontier Communications. My voice service includes a long distance plan called World Plan 300 which is $14.99 a month (4.9 cents a minute). Starting in December of 2019 we appear to have gone over the 300 minutes. My wife is from the Philippines and all the calls in dispute are to the Philippines. Though their documentation states that for overage minutes the rates are $0.18 for calls to Landlines and $0.23 for calls to mobile phones, the have billed me $5.69 a minute for these overages starting in December.
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:Mr.
*** is disputing his bill for services from Frontier. Mr. advises
that he was quoted $0.18 per minute for International calls to the Philippians
and is charged $5.69 per minute. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation found that an order was issued on
October 30, 2019 to add an optional International plan and the incorrect
International plan was added in error.Frontier issued a credit to Mr.’s account in the amount
of $6,687.48 on April 24, 2020 for this billing error. Frontier issued an order on Mr.’s account on April 16,
2020 to add the correct International calling plan. Frontier advises that the correct price for the package that Mr.
subscribes to is $6.99 per month and is $0.17 per minute for International
calls to a landline number in the Philippians and is $0.22 per minute for
International calls to a Mobile phone number in the Philippians plus taxes
and surcharges.Frontier spoke with Mr. on April 24, 2020 to advise. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I have resided at my address for what will be 9 years in May. This entire time I've had DSL internet, via the phone line, for the last several years provided by Frontier. The internet was never what you'd call "fast" but it has almost always been reliable.
Over this past winter that has changed and has now gotten to the point where it is not uncommon for my internet connection to disconnect every 10-15 minutes throughout the day making it all but useless. I've talked with Frontier tech support several times about this. They sent me new equipment to try and have had my try several other home diagnostic procedures. The result has always been the same, either it doesn't help or the problem comes back shortly later.
Most recently, I've had a local technician contact me to discuss the issue. He stated that the lines are old or bad, and that there was also a "Ped" (I think this is a junction point for the phone lines) underwater that was making things worse, but ultimately there was nothing he could do about it.
Since this is a recent issue and the service has worked fine for most of the last 9 years, I feel like they are ignoring the problem and not doing the proper investigation and maintenance into the issues with their network that would be required to resolve it. Again, I have been a paying customer for the last several years, and expect that my service fees would contribute toward necessary repairs to keep the network operational.
On top the challenges this issue would normally present, it is now compounded by the needs for a stable home internet connection during this Covid-19 home isolation period. My wife and 4 children are at home all day attempting to work and do school from home which is almost impossible.
I would like for Frontier to diagnose and fix this issue.
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.
states that he has experienced issues with his internet services from
Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that a
repair was completed to raise the pedestal above water level. Frontier advises
that there is also a project planned to replace the lines.Frontier advises that an out
of service adjustment has been applied to Mr.’s account and will be
reflected on the next statement.Frontier spoke with Mr.
on April 29, 2020 to review this information with him. Mr. confirmed his
service is working.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14254387, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I would like to keep the complaint open for a little bit to ensure that the claim of repair has indeed corrected the issue. The service issues were somewhat intermittent, typically having the most issues after a heavy rain or snow melt. Service has been working good for approximately the last week, but we have not had any significant rain in that period of time. Would like to leave the complaint open for awhile to see how service performs during/after heavy rain.
Regards
In December 2019, I contacted Frontier to disconnect my phone service. The service was not disconnected until the beginning of March. I contacted Frontier in February and again in March. The entire time I was charged for long distance calls that drove my bill up to 900+ dollars. Each time I called in February and March, I was told the service was disconnected and my bill was being adjusted. Each time I called I asked for how much I needed to pay, but was told that the bill needed to be sent to a different department and I would see an adjusted bill within 7-10 business days. I never received and adjusted bill. In late March, Frontier shut off my service. At this point, my spouse is relying on the Internet service due to her teleworking because of COVID-19. We capitulated and paid the 900 dollar bill on 28 March but Frontier has not reconnected service. I’ve called multiple times and was told each time that the last person I talked to did not set up the reconnect order correctly. Each time I called I was told that a supervisor was needed and was put on hold but then the call was just dropped.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
In the complaint Mr. expressed concern regarding requesting the disconnect of his phone service in December 2019. However, the service was not disconnected until the beginning of March. Mr. attempted to resolve this matter by contacting Frontier in February, and again in March and the matter has yet to be resolved.
Our records indicate an order (***) was placed on December 31, 2020 to cancel the FiOS Digital voice line associated with this account. There was an error on the order, but it shows to have been cleared and the order completed on December 31, 2019.
Even though the order shows complete, calls began billing on January 7, 2020 – February 5, 2020. These calls appeared on the February 7, 2020 billing statement. These calls totaled $407.25.
The following billing statement included charges for calls beginning February 7, 2020 – March 1, 2020. These calls totaled $96.46. The ability to complete these calls when the phone line should have been disconnected indicates the service was never removed from the switch, which is why the customer was able to continue making phone calls.
Many of the calls made prior to disconnect, were to the same states and telephone numbers dialed after the line was to be cancelled. Frontier failed to pull the line out of the switch, which allowed the calls to continue to be made. As a resolve, the customer has been credited $342.64, which includes taxes and late fees.
The March 7, 2020 billing statement reflected a previous balance of $670.29 and currents charges totaling $265.39; these charges combined totaled $935.68. As of March 29, 2020, the customer submitted payment of $935.68, and was credited $15.33 for the late fees applied. The account currently reflects a credit balance of -$15.33. Once the credited amount of -$342.64 posts, the account credit balance will total -$357.97.
Frontier made multiple attempts to reach Mr. on the Can Be Reached (CBR) listed on the complaint but was unsuccessful.
We sincerely apologize for the difficulty Mr. experienced as a result of the above matter. Should Mr. wish to discuss this matter further, I can be reached at EXT ***
Thank you,
Felicia T.
Executive Customer Relations
EXT 111-3143
FRONTIER COMMUNICATIONS
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. Although Frontier states they attempted to contact me many times, they did not. They have me and my spouses email and personal phone numbers. No attempt was made.
Regards
I have been having extremely poor internet services for multiple weeks from Frontier Communications. Have spent several hours on the phone with technical support starting on 3/28/2020 trying to resolve the issue with absolutely no progress. After they told me they would have to send a technician to my residents to fix the problem the internet stopped working completely. After several more hours on hold and being transferred back and forth to multiple departments I was told they disconnected my services until the technician could preform repairs on scheduled ticket date 5 days later. I then told them to cancel my repair ticket, reconnect my internet, and I would deal with the poor internet quality instead of no internet due to the fact that my wife and I are both currently working from home due to the current COVID-19 issues and must have internet services. Then I was transferred again and told that they cannot do that and that they would expedite my ticket and either have my issues taken care of by end of day, Saturday 3/28/2020, or first thing Monday morning (3/30/2020). I then called technical support back Monday afternoon (3/30/2020) starting at 12;20pm and after several hours of being on hold and transferred multiple times I was then told that I do not have any ticket appointments until 4/1/2020. I then stated that I need to speak to a supervisor to resolve this issue before resulting in filing a complaint with the Revdex.com and was told I was being transferred and then the phone was disconnected (not due to loss of signal). I had also previously verified my phone number in the case of a disconnection that I would be called back and never received a call back.
Thank you for referring the complaint of
*** to our office for review. We appreciate him bringing this matter to our attention.In the complaint Mr. expressed
concern regarding multiple weeks of poor internet service from Frontier
Communications. He reported spending
several hours on the phone with technical support trying to resolve the issue
with absolutely no progress. His was
informed his service was disconnected until the technician could be dispatched
to his home five days later. He was expecting a technician to be dispatched
March 28, 2020; however, dispatch did not occur until April 1, 2020.Our records indicate a trouble ticket was
created on March 28, 2020, due to frequent disconnects. This ticket 7726362 was scheduled for April
1, 2020. We sincerely apologize Mr.
*** was lead to believe the technician would be dispatched by the end of
business on March 28, 2020.The trouble ticket indicates a technician
was dispatched on April 1, 2020 and the repair was completed. The technician remarks indicate he was able
to build the cross connect and get the blue light. He tested the service with the customer and
cleared the trouble. We sincerely apologize for the
inconvenience this matter has caused. The customer has been credited $25.00 for any
missed commitment and trouble he experienced. Should Mr. wish to discuss this
matter further, I can be reached at EXT 111-3143.Thank you,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
I am being billed $92.39 on frontier account #. this account was set up by frontier after I spoke with Idelia on 7/8/19. on that date I requested that auto renew was discontinued and my number would be ported out to *** after the term date of 8/24/19, and all frontier services were to be cancelled,it turned out I ended up paying for all of Sept, because processing didn't take place until 9/5. and an extra months internet charge that was issued to my name uner another account number.they said nobody cancelled it.worked out agreement to settle acct. and pd that amt in dec, Jan ..got another bill for 92.33/contacted Giselle in retention dept disputed chg,filled out;Feb got another bill, called frontier agent again she said account shows a zero balance 3/6/20; got a collection type letter from frontier for 93.39 dated 3/21/20. I did not request this additional account I clearly asked that all frontier services be cancelled' My phone and internet services were provided by *** since Sept1,2019
Thank you for referring the complaint of
Mr. Charles
*** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** states after he ported his number to a Wireless carrier, he was
billed for Data services.Frontier has investigated the above statements
and offers the following response: Frontier
successfully ported Mr.’s telephone number on September 5, 2019. Frontier
advises Mr.’s Data services remained active after the telephone
number was ported. Frontier offers this
as a courtesy in order to allow our customers to continue to receive these
services.Frontier
verified Mr.’s Data service has been disconnected as of November 24,
2019.Frontier
applied credit adjustments to Mr.’s account for the all data services
billed. Please allow 1-2 months for the
credit.Frontier
attempted to speak to Mr. on March 31, 2020 and advised of the above
information via phone message providing direct contact information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** states after he ported his number to a Wireless carrier, he was
billed for Data services.Frontier has investigated the above statements
and offers the following response: Frontier
successfully ported Mr.’s telephone number on September 5, 2019. Frontier
advises Mr.’s Data services remained active after the telephone
number was ported. Frontier offers this
as a courtesy in order to allow our customers to continue to receive these
services.Frontier
verified Mr.’s Data service has been disconnected as of November 24,
2019.Frontier
applied credit adjustments to Mr.’s account for the all data services
billed. Please allow 1-2 months for the
credit.Frontier
attempted to speak to Mr. on March 31, 2020 and advised of the above
information via phone message.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
14 days after paying my bill I contacted Frontier representative to cancel my service the 26th, representative tells me they cannot shut my service off because I was paid up to the 8th of next month, that I'd have to leave my service on until my bill day the 8th of next month then they'd shut it off for me. I had a bundle, Frontier with *** network, and canceled with *** the 22nd that sent $50 refund check to Frontier, Frontier kept the $50 and Frontier is still charging me $91 after keeping my refund from ***. I asked Frontier it I should return my modem or anything else to keep from being charged at the time I asked to cancel and they said no and they'd not charge me for the equipment. Frontier says now that they give service for month and then they bill after for that month which is not what the rep said when I asked to cancel. These charges are corrupt and the took my *** refund also and turned over to collection for the $91.
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: Mr. advises that he was billed for a full month of service even though he wanted to end his service earlier.Frontier has investigated the above statements and offers the
following response:Frontier advises that Mr. had pre-paid for his services and was eligible to continue receiving service through the end of his billing cycle.Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service.Frontier representative has spoken to Mr. 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.Frontier Specialist:
Tocoma K. Department:
General Manager
Revdex.com: I cannot review or open the reply they send They say they have recorded record of mine and their conversation customer service representative when I called and ask to have my service shut off they say from Oct 25th and 26th. I know the lady I contacted yesterday was totally lying about what was said in that conversation. Sad that a company holds my credit report as blackmail to get extra money out of me and steal my refund $50 from ***. I know the the first contact to have my service shut off has lady telling me I was paid up till my next billing date Nov 8th 2019, and my service would be shut off at that time and I would not have no charges and I didn't have to return the modem. That was said in that conversation. I did not hear nothing of being charged $91 and them keeping my refund until after my service was shut off.
I cannot open Frontiers response because I don't have program to open it. It is a bunch of computer codes for some office program. My Microsoft programs on my computer will not open this document, where I can read it. Please have them send in format that I can read if they have changed from holding my credit score and report hostage to get $91 more out of me, and stealing my $50 *** refund. They say they have record of conversation Oct 25th and 26th 2019 with me asking to have my service shut off after paying my bill Oct 8th 2019. Ask them for a copy of that conversation because Frontier representative I called yesterday April 2 2020 was totally lying about what was said in that conversation. I was told my service would be shut off Nov 8th 2019 automatically and would not have any charge and did not have to return modem.
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.
Regards
The Complaint states that:
Mr. advises that he was billed for a full month of service even though he wanted to end his service earlier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. had pre-paid for his services and was eligible to continue receiving service through the end of his billing cycle.
Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service.
Frontier representative has spoken to Mr. and advised of the above information.
On March 27, 2020 I was granted an extension for my Frontier internet service through April 27, 2020. (My request number is ***.) I use my internet to provide my home family security alarm, my security cameras, and TV for news updates. I have been on the phone with Frontier for the past two days, put on hold, transferred, told time and again that it will be back on shortly. The second connect confirmation request # is S-83798389. No one is helping me. I have even tried to message them through FaceBook messenger, and they keep telling me to call Frontier. I keep repeating that I have been, and no one is helping me. They all keep telling me it'll be back on shortly. My internet is still off. My security alarm is still off. My cameras are off. I am not safe. My family is not safe. On top of all that, I have had to re-up my data through my mobile carrier 4 times (and counting) so far just to use data! I had to break my 14-day self quarantine for Covid-19 to go to a friend's house to use her internet so I could attend my distance learning teacher training!
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 set up an extension for her Frontier services to be restored. Ms. advises she is experiencing delays of reconnection of her services after a temporary disconnection.Frontier has investigated the above
statements and offers the following response:Frontier advises an extension was granted for Ms. until April 27, 2020.Frontier advises the restoral process can take up to 24 hours to complete.Frontier advises we spoke with Ms. on March 30, 2020 and verified services are now workingWe 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.