Frontier Communications

im paying for the highest speed internet that Frontier offers and everyday my internet goes out and when it is running it is so slow that we cannot view the internet, everyday I have to log into my daughters router her WiFi to even check things I need to. My daughter lives next door to me and most of the time I have to use her wifi password and log into hers to look at anything. I have repeated to call Frontier and they keep telling me they will correct the problem but I never see anyone or hear anything back, the only time i've gotten a call back from them is when I filled out a survey and gave them a bad review. Frontier needs to do something to correct this problem that i'm experiencing everyday with my internet and should reduce my bill until they correct this problem.

I have had phone and Internet service with Frontier since January 20, 2020 but my voicemail has never worked. I called the company about a week ago and they said that a service technician would get back to me within 48 hours. I have not heard from anyone since. Since that call, I have tried their customer service line three times. Each time is says that they can't take my call and to call back later. I have also tried to resolve the issue with their chat function to no avail. I am paying for voicemail and I need the service because I am missing important calls.

I discontinued service in December and over payed my last bill by $67.46. I have been waiting for a credit since that time. Now it is impossible to reach any person at this company. Previously, I was promised my money within 3 months, now it's 4 months.

I am being billed for equipment I do not have! There was a problem with my internet service they sent me a new motom. That wasn't the problem so when the tech can and fixed the problem he took the equipment! I don't have it. Now I am being bill $100 a month for something I don't have!

on 3/10 our landline was "mistakenly" disconnected by the company. Since then I have talked to 11 representatives in the company and spent 6 hours on the phone trying to resolve this issue. I called on 3/7 to have my internet upgraded. I spoke to 2 people--Mistabo, who was to call me back, but did not. Then Victoria spoke with me, set things up and told me there would be no charge and a tech person would be out on Tuesday. We did NOT mention the landline phone at all. On Tuesday, 3/10 our landline phone was disconnected. The tech person, Alex, made some calls and said it was reinstate--NOT! I called Chivelle that night. She told me there was a $75 charge for the tech person and $9.98 for the modem--should not have been. Then she reversed all orders--took everything back to how it was before the upgrade so no upgrade, said phone line would be back in an hour, and they would call tomorrow. It did not work! ON 3/12 I called and talked to Orlando. He told me the phone line was working--NOT! He transferred me to Louis who told me my phone was working--NOT! I told him to call it. He did not. I asked for a manager. He transferred me to Manuel, finally. He listened and then sent me to Kiana who got mad at me, and then sent me to phone repair, she said, but it was really billing. I talked to Kadezia in Billing, who could not help me because she was in billing. She sent me Julio who put in a ticket and said it would be fixed in 48 hours--NOT! On 3/19 I called and spoke to Agel, who transferred me to Jordan, who filled out a ticket and transferred me to his superviser, Saynee. A tech was to come today to fix our landline. No one came. They did work on it though and called and said ti was fixed. I can now receive calls, but I can not call out. This is now 7 hours with frontier and 14 people, and the mistake the company made is still NOT fixed!

After 5 weeks of attempting to get new residential internet service, I give up. They could not create an order until they could prove my identity. That seemed reasonable. However, *** was able to satisfy that need without any action on my part. Frontier could not satisfy this requirement to their satisfaction in 5 weeks. They also required me to download a form (remember I have no internet access) fill it out, get it notarized and fax it back. I asked if the fax machine had a key code on it so my info would be secure. It did not, but I was told this department dealt with this all the time and indeed that's why I had to communicate to them instead of interdepartmental communication. I reluctantly sent the fax. Got a confirmation from fax machine on my end that it had sent ok. Well, Frontier couldn't find it. It had a copy of my SOCIAL SECURITY CARD and BRAND NEW NY STATE DRIVERS LICENSE. I'd had the license less than a week. Now I feel like my personal identification information was handled completely carelessly by Frontier and may be compromised. And, no internet service while I am job hunting and staying home due to CoronaVirus. Very dismayed.

Caught one of their employees peeing at the side of his truck in our neighborhood right out in public on a very busy corner. He was an older man and I know he knew better. I tried to report it to the company and they said I had to use online chat but when I reported it, the guy said he couldn't do anything. He suggested I call the police. I got the truck's license plate number and have reported that as well. No wonder they are an F rating!

December 19, 2019 Frontier sent a technician to my home. His work was poor, his behavior was unprofessional. He informed my son that the service would not work where we lived as it is too rural. He chose to leave a hole in our wall, left cables running across our entry way, threw them through the hallway for my daughter to trip over and tossed them haphazardly down 14 steps to our den. My significant other was very unhappy, threatened to photograph the unprofessional and dangerous manner this man left our home and put it on face book but we chose to simply report the poor work, ensure our service that we never received was cancelled, and requested I received repayment on my credit card. I was reassured these things were done. 3/18/20 I received a credit collection notification reported by frontier indicating I owed $106.45 for this service??? They were lucky my family was not injured because of the shoddy way they left my home & I am being sued for this??? A service I never received? Frontier informed me they sent me 3 bills which I never received. I certainly received the credit collection bill. I never received an email. I called them two or three times to verify I owed no money to them. I was informed it was a recorded line, I asked to make sure it was recorded so they have evidence of my calling them. I am truly disappointed I have to go through this and defend myself for a service that was unprofessional, neglectful, and failed to be provided by this company. They should be apologizing to me...NOT billing me.

I bundled Satellite services Frontier Internet. I had to pay $75 for Frontier to come out and give me a modem and plug it in. The internet has not supported my satellite services since day one. I have called, texted and emailed Frontier so many times asking them to fix this. They came out in August of 2019 and supposedly increased the internet so that my satellite features would work. When the Tech came to my door I saw him through ring doorbell but he never came in. We were told he did what he needed to do in the truck. They did nothing. I learned on March 16th 2020 that my internet speed is still at 1 mbps. I was also told on March 16th that my plan could be increased from 1 to 3mbps without an increase in monthly cost but that wiring needed to be done so I would have to pay $75 again for them to fix something they should have done from the beginning. I'm the customer. I ordered internet service explicitly to support my Satellite features. I was told that what they gave me to begin with would work. It never has. I have not had the use of many of my Satellite features because of this. I can not watch on-demand at all. I can not record things because it's buffering.

I do not use the internet to conduct business or financial transactions. I have seen too many problems arise, as I am a retired bank vice president. I pay all of my bills myself on time or before due and I pay them the full amount. Some time ago I realized there was a problem with the phone account that my fiance was paying herself, she had to have a credit card canceled and reissued due to having lost the card. She changed the number on her Frontier account but several months after changing it the number on the account reverted to the old number. The account was not being paid and due to Frontier having gone to mandatory paperless billing we were unaware of the problem. finally, we received a letter informing us of the issue. I called and had the payments transferred back to my name and requested a paper bill which I was assured would be sent. It never was we called a second time and again no paper bill. customer service is horrible with this company and very inefficient I am ready to remove the service but have had the same landline number for years and would like to have that number put on a cell phone to set on my kitchen counter, they do not wish to discuss it with me. I am at my wit's end no bill I am in arrears and do not want to continue with them but due to poor customer service I no longer can figure out what to do.

I have had internet connection issues for an extended period of time. I have filled many tickets and complaints including the CEO about the lack of service that I continue to pay for even though most of the time it does not work due to old lines that need to be replace and upgraded.

In mid-August 2019, our company decided to change phone and internet over to Frontier in lieu of better pricing. The representative on the phone happily signed us up quickly. But this is where the issue starts. Internet connection is extremely weak, and our accounting software is not connecting properly, and internet is extremely slow, so I reached out to them to have someone service us and fix the issue. When a tech came out, he is having issues with getting a strong connection as well. He later tells us, Frontier DOES NOT have wires running on this street so it does not service this complex! WHY WEREN'T WE TOLD THIS INITIALLY?! We were suffering with slow internet and malfunctioning of our software including downtime for them to fix it...As a business, reliable internet connection is essential...so is time. On top of that, they did not refund us the internet charge when I asked them.

Their response copied and pasted from OCT 10 :

Good evening ***,

I am sorry you are canceling the internet before our Engineers can reply for the verification but, I do understand.

I can remove the internet service for you. Which option for the agrement will you have to the $39.99 per line per month plus taxes and surcharges for the One Voice service Unlimited Calling within the United States plan (1, 2 or 3 year)?

Once I receive your reply, I will process the request and email you with the order confirmation.
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I am not happy with this response because I asked them if we can get credited for paying for their (faulty) internet, and will just keep the phone lines because it is a hassle to switch everything over. The second BURN was that each phone line increased to 39.99/line. The internet & phone bundle was 29.99/phone line and since we are no longer bundling internet service (because we can't and it should not have been allowed in the first place if we were properly notified)--we get an increase in cost.

Their response:
Good morning ***,

I apologize for the delay in my respond.

The order has been processed to remove the Internet service. The account already show that you have been issued credit for the one time charges and the late fee showing on the September billing statement.

As previously indicated, once the bundle package is no longer on the account for phone and internet, the monthly rate for the lines will be $39.99 per month and that's WITH a discount, plus the taxes and surcharges with a 1 year agreement.

This process will take 1 to 2 billing cycles to be updated. Once it has been updated through to billing, you will see the prorated charges from October 10, 2019 until the billing cycle date plus the month in advance Frontier bills. I will monitor the next 2 bils,l which will generate of the 17th of the month, to see if the new charges have taken affect. If not, it will be the following statement and will be backdated to October 10, 2019. The account is still under the 1 year agreement for the individual lines, should they be canceled prior to the end of the 1 year term, you will be subject to Early Termination Fees.

The Early Termination Fee has been waived on the Internet as previously advised due to the issue with that service. Only the lines will remain under the 1 year term in order for you to receive the $39.99 monthly rate for service, per line, per month plus your taxes and surcharges.

The order number for this process is: *** If you have any other questions or concerns, please feel free to contact me and I will be happy to review.
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Fine, I'll take the phone line increase, but I am not happy with not receiving money back from the internet service because I do not feel I was provided the service they stated.
...I have another issue. Their prices are not transparent. They add so many surcharges but their advertising price is FALSE.
They have also billed me different amounts every month for just FOUR PHONE LINES. My Fed bill came out to 825.94 for FOUR phone lines because they claim some sort of backdate billing. Firstly, I do not believe I should take penalty for their so called billing error, and also, my past bills did not even reflect my discounts I was supposed to receive for the 1 year agreement rate. I called numerous times with diff reps promising me money/refunds back to my account and I really want to discontinue service with Frontier but they are holding me hostage with the 1 year phone line agreement... PLEASE HELP!

We contacted Frontier to install a phone line and large button phone. They came out but the phone line had so much static that it was unusable. They sent the technician out 3 additional time over the next few weeks but still unusable. We cancelled but paid about 140 during that time thinking it would be fixed. We got the internet and a phone that way through ***. We called and wrote letters but no luck because now are threatening to send us to collection. Hoping you can help

I set up frontier internet service at my home. I was charged install $91 plus $46 for additional 30 mins. The install rate is $75. The worker was not even here 30 minutes but saying he was.

A contract was completed at a booth at the *** for service however bill was complete different than what was communicated by Justin. Multiple phone calls to correct including a call with frontier sale representative Justin to correct still no correction.

I got the new Frontier internet connecion in November, 2019. Technitians came to install the fiber optic cable and they did their job (connecting the cable). They said somebody else will come to bury the fiber optic cable, may be in a week or so. Its been more than 4 months.. the cable is still above the fround in my alley and through my dirveway.... causing lot of trouble, including chances of tripping on cables. I called frontier 3 or 4 times and generated tickets to solve the issue. They send somebody to 'inspect /analyze ' the situation ( 2 tims ) and promsided that somebody else will come and do the actual process of burying the cable. I am tired of calling their customer service dept.

On 3/18/2020 at approximately 2:50pm EST I contacted Frontier regarding a message I received from them earlier on 3/17. The message was regarding my request on 3/16 to upgrade my service, as I'm currently assigned to be working from home due to the corona virus and have been unable to perform my job duties due to my VOIP connection dropping calls. During this call, a Dakota (empl ID) would not discuss the account with me (or my wife who is the primary) because we couldn't provide an ID number. We advised we can provide her SSN, but that was not sufficient to I.D her. He then began to walk me through the website, but we have never used the website and don't have access to the email address that was set up with frontier, as it's a frontier email that we don't ever use. I offered to provide a pin number that is found on our bills, to which Dakota put me on hold to speak with a supervisor to determine if he would be permitted to validate us that way. Upon his return to the phone, he stated that he could not. At some point in the call, I requested a supervisor but Dakota stated he was unable to transfer me to one because my account was not validated. Somehow, I magically talked Dakota into getting me to a supervisor, which is interesting as he stated it couldn't be done. Supervisor Samantha (***) came on the line and in her sweet-as-pie customer service voice proceeded to basically tell me the same thing that Dakota did - she couldn't validate our account to discuss anything. She has a "white screen and is unable to do anything and if she tries to transfer me to another department they will just hang up on her because the account isn't validated".

During this time, why would this be protocol? There are thousands of people trying to work from home, and this is how Frontier treats its customers?!? When I asked Samantha if I would need to validate to cancel my service, she said yes. So now we're stuck with this company because we don't have a secret passcode. Absolutely unbelievable.

On October 7th I filed frontier communications to disconnect my service. They shut my service off on January 19th. They're billing $225.50 for the months I didnt use. I have filed 2 disputes with Frontier, one has been rejected. Now they have sent this bill that I do not owe to a collection agency. I have made several calls to frontier, the answer they give me is my phone call was not completed but it was disconnected, therefore they are saying its my fault. I had purchased a new internet service thinking my service was canceled. I feel like I do not owe this money and wish not to pay it. Im on a limited income. Also I want it taken off the collection services.

Back in May 2018 I called customer service to see how I could lower my bill as I was paying a little over $300 a month. At that time the representative told me the only way I could get special pricing was to close my current account and open a new one and he could match the new customer pricing. I agreed to this and the representative moved forward. The only change I made was an increase to my internet which a technician came out and handled. All other equipment I kept as the only change was an account change. Now fast forward almost 2 years later, on Feb 27th I came home to all of my services being shut off. I had a message on my TV that told me I needed to pay my bill, which I thought was weird because my bill had just become due. However, I went through the tv prompts and was sent a link with a code to pay my bill. The system said services would be restored once paid. I complete the transaction and my services are still not restored. So I call customer service who sends me to collections, at this time she informs me I have a past due balance of $595.85 on an old account that needs to be paid. I was confused and she told me she would need to transfer me to a manager. It is now 6:58pm on a wed night. I sit on hold and the call drops, call back and receive a vm that collections is closed. At this point I cant even talk to customer service because they have a hold on my account and when I would call it would go straight to collections. So Wednesday evening my household was without TV & Internet when technically these services were paid up to date.

Friday Feb 28th early afternoon around 11:30 am I contact Frontier again, speak to a representative who reviews the account says how strange the situation is and speaks with her manager comes back and apologizes and tells me she agrees I shouldn't have to pay this bill but she doesn't make those choices. I explain the situation to her and she put me back on hold to talk to her manager. The call then gets transferred from collections to the sales department and I have to start all over again.

So now I am on the phone with a sales person who is trying to help me after I explain the situation and the multiple conversations I have already had at this point. She reviews the account and says that this is weird and she doesn't feel I should be responsible either. The balance should have transferred to my new account and technically the representative should have never opened a new account. She placed me on hold to call over to collections. When she returned she said they are not budging you will have to pay the $595.85 balance on the old account before your services for your current account will be turned back on. At this point I am so confused as to why 2 years later I am just being told about this. I never revived any communication by mail and I have definitely had to speak to representatives on my account within the last 2 years. Plus I am not sure how my current services, which are paid for can be turned off. I wasn't getting anywhere with them and I needed my services back on at the time since my children use the internet for school. I asked how I need to pay as I cant log into that account. She placed me on hold again and then came back with information that I needed to call the collections company since the account had been written off back in Aug 2018. She gave me the name and number to call and make the payment. I also asked if the account was written off then Frontier should no longer own the debt and she couldn't answer that question.

So I call the collection agency and pay the $595.85 old balance, get a confirmation number from them and am told by them to call back frontier and tell them I paid. I can then start a 3 way call and they will confirm I made payment so my services can be turned back on. It is now around 1 pm.

I call frontier back and this is where the frustration really starts to set in. I get a representative and explain all of what happened, she puts me on hold and transfers me to a manager. After 10 to 15 min on hold I get disconnected hang up and call again, this repeats itself about 7 times. Finally after all of these attempts I got to a manager in collections who proceeds to tell me they cannot turn on my services because I shouldn't have paid the collections agency, it would take 30 days for them to be notified. I explained I was told my a rep at frontier to call and pay and they gave me the contact information. She was so rude and continued to tell me my services would not be turned on and if I had a problem with it I could google the escalation department for frontier to get the presidents office.

Now we are going on 4pm, I find the number online and spoke to someone who was very polite and tried to help me in anyway possible. I called the collection agency on another line and put a stop payment on the payment I just made. I was going to make a payment to frontier so I could just get my services on. The lady then transferred me to a Manager named Austin. Who was very helpful, after going over everything with him he looked into my account and said I did do exactly what I should have done which was pay the collection agency. To try and help me so I wouldn't have to pay out $1200 at once he turned services back on until the payment from the collection agency reversed back into my account. I then had to call 5 days later pay the collection agency again and then call Austin to let him know it was paid.

This was the worst customer service I have ever received. I was on the phone with Frontier from 11:30 am to 5:00 pm to solve an issue that never should have happened to begin with. My current services were paid and NEVER should have been turned off. Your representatives answering your calls have no clue what they are doing and are giving out misleading information without being held accountable for it.

I would really like to speak with someone regard this old balance at this point I feel it should have been written off and I should have had to pay 2 years later.

Frontier Communication charge me for $10.00 monthly for the ROUTER that I own. I already called their Customer Service to remove this charges ; since this is my own router but they said its their way ( or scamming customer ) to charge customer additonal $10.00 a month plus the monthly internet charge for $29.99. Thats $120.00 in 1 year charges. Please help me to resolve this problem or I can this service then??