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 signed up on the frontier fundamental internet website. It CLEARLY states a price of $19.99($14.99 for internet and $5 for ***).
After 12 months the price has gone from $5 to $10 for the ***(router). Their is NOTHING on the website advertisement ANYWHERE about a price increase after any period of time.
I contacted customer service representative who ALSO did not find anywhere on the website where it clearly states a price increase for the service or router will increase after a period of time. The agent had to get help from a supervisor. The agent then explained it is in the TERMS OF SERVICE. I asked where in the terms of service this is located. The agent himself has NO IDEA!
I was told it was in the information during time of signup. I then asked where during the time of signup would I have been told or know? Agent again has NO IDEA!
How am I supposed to know to look for something I have no idea exists? how am I also supposed to know where to look for it when the employee of the company has no idea?
How is this a reasonable expectation to know of something that is not explained or advertised? In my opinion this is bait and switch. a way for Frontier to PRICE GOUGE LOW INCOME CUSTOMERS!
Thank you for referring the complaint *** Jr. to our office for
review. We appreciate you bringing this
matter to our attention.According to the complaint:Mr. advises he disputes the router increase from $5.00 to $10.00 for Frontier Fundamental Internet. Frontier has investigated the above statements and offers the following
response:Records indicate the customer subscribes to Frontier Internet at a discounted rate. The Wi-Fi billed at $5.00 per month with a $5 discount valid through February 12. 2020. At the expiration of the discount, the router rate increased to $10 per month. Frontier spoke with Mr. and advised, the $10 Router fee has been removed from the account on March 24, 2020 to settle his complaint concerns. He was also provided a direct contact should he have additional concerns.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that *** has experienced as a result of the above
matter.Sandra P.Frontier Communications
In 2018 I ordered an addition internet line with the max speed to process credit cards for my restaurant. The technician came when I wasn’t there and installed a new router downstairs in bar area of the restaurant. I thought I had 2 separate internet lines. I, a non tech person thought I had a new line since a new modem was installed and I don’t know how to check the networking/cabling.
In 2019 I had to “upgrade” my office internet to The fastest speed to receive better pricing. Around the same time we changed POS companies and had some internet issues. We called frontier to come check the internet since I upgraded and it kept dropping out. Their technician came out and told me I do not have 2 internet lines I only have 1.
The big white Fios box (that’s needs a ratchet wrench to open) has 2 jacks in it, only one has an Ethernet cable. He told me it’s like a phone line if you had more than 1 then there would be an addition Ethernet line in that box. But the cable that is running the downstairs router is coming from the upstairs router, which is causing a redundancy. When calling frontier to fix they said ”they will refund me for 90 days but that’s it, I should’ve known there was an issue.” How would I know?
Basically the guy that installed it did nothing but run an Ethernet line from upstairs to downstairs, but I was being charged for multiple lines and the line I didn’t have was the more expensive. That’s fraud!
I shouldn’t be liable to pay for a service I didn’t ever receive and there was no way for me to know unless I was a network engineer and checked their work. I’m a restaurant owner not a computer engineer. It doesn’t seem fair they can keep my money (roughly $4500) I paid them for over a year for providing a service they never actually provided, because I didn’t make them aware of the issue, I didn’t know I was having.
Frontier has investigated the above statements and offers the
following response:Ms. called Frontier on September 6, 2018 to add a
second internet connection. This
connection would be for upstairs suite B. The billing number for the connection was ***. On September 30, 2019 Ms. called Frontier because her
bill increased. Frontier explained to
Ms. that her term agreement expired, therefore her promotional discounts
feel off. Ms. then agreed to
a new term with a speed increase for the internet connection in suite B on billing
number ***. Frontier found that
the second connection was moved from line *** suite B to line *** in suite A. This happened on October 2,
2019. On December 26, 2019 a Frontier tech went to the location and noted
he found Ms. was using multiple devices that caused the slow down.On December 27, 2019 Ms. called Frontier regarding both
internet accounts. Frontier disconnected the second internet connection on line
***. Frontier issued credit back
to when the second connection was added to *** suite A. The credit was back to October 2, 2019.Frontier has advised Ms. unless a customer calls to
advise of trouble, Frontier has no way to know there is a problem with the internet. Frontier has no way to know how long a
connection is not working with out repair tickets.
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.
Regards,
Theresa ***
They never had a technician out in Oct. both lines would have had to come from suite B to service suite A. There was only ever 1 line. There was never 2. It was never a matter of moving a cable from one line to the other. The matter is I was supposed to have 2 separate internet lines. In Oct they were supposed to upgrade the slower one to match the other a speed of 300 on each. But there was never a tech that came they sent me a new modem by mail and I installed. They had to send 3 separate modems because they weren’t working with my cameras. A technician never came out! The lady that called me said “how would I know if a technician was there or not.” shouldnt they have a log of scheduled service. Yet here she states they know when he came. They are liars and thief’s!
On 1/4/2018 frontier communications installed a 24 gig modem in my home. Before that I was at 6 gig and my bill was 52.55. It then was 83.32 after my new modem.It has steadily increased to 98.31. Throughout my service I would have intermittent outages. On Feb 28/2020 I called Frontier to complain because my internet would no longer stay on. I also called 3/6/2020, March 9/2020 twice and march 9/2020. I spent over an hour on each of these calls. I finally convinced the customer support to send out a technician to fix my problem which they couldn't resolve over the phone. The technician came out 3/11/2020. He found out that when my modem was issued no one updated the box on the outside of my home or the main terminal down the road. Anything coming into my home since 1/4/2020 was only at 6 gigs. I have been paying for 24 gigs for over two years. I called to complain and all got was them saying I could have a 1 gig upgrade and a 22.00 credit for my internet going out since Feb 28/2020. I cancelled my service with Frontier on 3/12/2020. They refuse to return my money for the service I never received even though they know I was only getting 6 and not 24. I feel I was lied to for years until this one technician was honest enough to tell me what was going on.
Thank you for referring the complaint of
Ms. Anita
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** states that she was told her Internet speed was 6M and she is paying for
24M Internet speed. Ms. advises she’d like to be refunded the price
difference.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speeds and the ability to access various Internet
services will vary as a result of factors including, but not limited to, the
quality of Wi-Fi connection, multiple users or devices on the same connection,
distance from Frontier facilities, and the performance or limitations of
customer wiring and customer-owned equipment. Additional information is available to customers at https://frontier.com/corporate/internet-disclosures.Frontier
advises per terms and conditions that actual Internet speeds may vary and are
not guaranteed. Per
Frontier’s terms and conditions customer is responsible to review bill for
accuracy.Frontier
recently discovered that Ms. was billed a lower than standard price for
her current services. Ms.’s bill
statement dated November 25, 2019 included notification of a price increase of
$10.00 per month. Frontier
advises Ms.’s price was correct for the product she subscribed to.Frontier
advises that there are no trouble tickets or account notes to support that Ms.
*** contacted Frontier for any Internet interruptions from the upgrade
completed on January 4, 2018 until February 28, 2020.Frontier
advises a technician was dispatched on March 11, 2020 and repaired the
connection. Frontier
applied credit adjustments to Ms.’s account for the time out of service
and for the disputed price from January 4, 2020 through March 24, 2020. Please allow 1-2 months for the credit.Frontier
advises that Ms. has terminated her account on March 19, 2020.Frontier
spoke to Ms.e on March 25, 2020 and advised of the above information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. 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 14219572, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I can only add that my inititial complaint was that my modem would not stay on. It took 4 phone calls for me to insist a technician come out. When the technician came out and checked my system he told me that my set-up was never completed. Both my home outside box and main terminal box farther down the road were never upgraded to the 24 gig that I bought from Frontier. I never knew this until the technician told me this. All I want is what is fair. For 26 months I was paying for a service I never received. I should be reimbursed the money I paid this entire period not one month.
Thank you for referring the complaint of
Ms. Anita
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** states that she was told her Internet speed was 6M and she is paying for
24M Internet speed. Ms. advises she’d like to be refunded the price
difference.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speeds and the ability to access various Internet
services will vary as a result of factors including, but not limited to, the
quality of Wi-Fi connection, multiple users or devices on the same connection,
distance from Frontier facilities, and the performance or limitations of
customer wiring and customer-owned equipment. Additional information is available to customers at https://frontier.com/corporate/internet-disclosures.Frontier
advises per terms and conditions that actual Internet speeds may vary and are
not guaranteed. Per
Frontier’s terms and conditions customer is responsible to review bill for
accuracy.Frontier
recently discovered that Ms. was billed a lower than standard price for
her current services. Ms.’s bill
statement dated November 25, 2019 included notification of a price increase of
$10.00 per month. Frontier
advises Ms.’s price was correct for the product she subscribed to.Frontier
advises that there are no trouble tickets or account notes to support that Ms.
*** contacted Frontier for any Internet interruptions from the upgrade
completed on January 4, 2018 until February 28, 2020.Frontier
advises a technician was dispatched on March 11, 2020 and repaired the
connection. Frontier
applied credit adjustments to Ms.’s account for the time out of service
and for the disputed price from January 4, 2020 through March 24, 2020. Please allow 1-2 months for the credit.Frontier
advises that Ms. has terminated her account on March 19, 2020.Frontier
spoke to Ms. on March 25, 2020 and advised of the above information.Frontier’s
position remains the same as there has been no additional information provided
that warrants a deviation form the original resolution.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
frontier is doing bankruptcy and my bills only supposed to be $54 and some change every month last past 3 months have been charged over $120 + my next step is lawsuit if I can't get this fixed I'm hoping that you guys can step in and fix their issues
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he is disputing the amount that he had been
billed by Frontier and would like his billing adjusted.Frontier has investigated the above
statements and offers the following response:Frontier advises that Mr.’s
internet service for an extended period of time because of a connection problem
at the remote terminal. A field
technician came out to the customer’s home on January 8, 2020 and was able to
restore the service. Frontier advises that a credit has been
issued for the days that Mr. was out of service.Frontier spoke with Mr. on March
18, 2020 and advised him of the above information. He was satisfied with the resolution. 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 was assessed 3 late fees in 3 months consecutively. I had called on 9/27/19 about the late fees and was told they would be taken care of, so I deducted them from the bill, then I was charged another late fee.
My other issue is I tried to upgrade my internet speed to accommodate a ring doorbell and they were unable to do it. They actually cancelled my appointment without me knowing. I had no choice but to change service providers and than I was assessed an additional $9.99 called a Broadband Processing Fee. This fee is not listed on their website. The person I spoke to on the phone said it was a cancellation fee. I’d like to be credited 2 late fees and the cancellation fee.
Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate them
bringing this matter to our attention.The Complaint states that:Ms.
*** is disputing her billing with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier found that Ms.
***’s billing cycle was on the 25th of the month and the due
date for payment was the 19th of the following month.A Payment for services
for July, August and September were all received after the due date making late
fees valid.Frontier advises that there is a fee of $9.99
when a customer discontinues broadband services. This covers the cost of processing the disconnection
of the service at the central office or remote facility. Unfortunately,
this has gone unpaid over 90 days and therefore was sent over to an outside
collection agency. This balance can be disputed with them ***We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.Frontier Specialist: Laurie Department:
Executive EscalationsTelephone
Number:
I was told I would have 500 speed. What I wasn't told is that is only guarateed to the house's entry point, not WiFi network.
I was told all 4 Tv's, laptops, etc could be connected simultaneously w/o speed issues. Not told about WiFi signal "strengh" variations thru house; and that disconnects was a common WiFi issue.
I informed Jeff (Sales) that I didn't do contracts; that I wanted a way out when things didn't work. What I wasn't told is that I would get stuck with install & monthly fee for 1st month if service ended early. He stated that would not be a problem.
Frontier appears to have done a shady business transaction with me. They will force me to pay for the remainder of the billing cycle, and eventually send me to collections, even though the equipment is uninstalled.
CS=CustomerServ, TS=TechSupport
Facts:
2/12 Equipment Installed. Service was faulty, huge speed variations and freezing streaming movies.
2/12 Ben (TS) could not fix speed issues.
2/17 Capt. America (nickname) replaced router. Prob not resolved.
2/20 Kay (CS) applied credit for malfunctioning equipment from 2/12 to 2/20.
2/21 Justin (TS) could not fix prob.
2/21 Victoria (CS) could not apply credit until Damien came over to fix.
2/24 Damien showed up. Problem not fixed.
2/24 Called CS to cancel service. I was transferred to Keith (TS). Could not fixed prob. I was transferred to Jason (CS Supervisor). He explained I need to pay $144.17 at end of billing cycle of 3/7/2020.
I asked Jason if I would be turned in to Credit Bureau for non-payment. He sated, yes after 60 days.
{This is ridiculous}
Also on 2/24, I called to dispute charges; Ricardo (Dispute Dept). Could not help. I was transferred to Micaela (CS). She stated that Jason said... (read Jason above).
On 2/25, the equipment was disconnected & removed. Awaiting for prepaid shipping box Jason stated Frontier would be sending me to return equipment.
NOTE: I do not have a problem with the *** router and signal loss. It is obvious that Frontier does not have a quality product that can provide a stable signal. Why should I be paying for intermittent signal.
Frontier's claim is that they only guarantee speed up to the house. I was not informed of that when Jeff sold me the service. I understood that all my devices would work flawlessly simultaneously. That at 500 Meg, I would not see a speed problem.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises that he has been experiencing intermittent speed
and connectivity issues with his Internet service from Frontier. 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 Internet service speeds are based upon many factors: including
network congestion, customer location, customer equipment, and Wi-Fi network
interference. Customer speeds may vary
over time. As
stated in Frontier’s terms and conditions, actual Internet speeds may vary, and
any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds
may vary and are not guaranteed. Service
subject to availability.” Frontier advises that
prior to termination, Mr. was billed (and thus incurred charges) through
the end of his billing cycle. Frontier
issued a courtesy credit for his account.Frontier spoke with
Mr. on March 12, 2020, and advised of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result
of the above matter.
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.
In response to your statement: "It appears that you have already terminated service with Frontier, so that there would be nothing additionally that can be resolved. Please explain what you need done additionally to resolve this for you."
Here is my response: I terminated service February 25, 2020. They are billing me for services not rendered between 2/26/2020 and 3/6/2020. Please refer to attachment, which is an excerpt of an email addressed to me. Why should I pay anything when I never had a chance to enjoy the product? Internet service was defective since installation... please refer to complaint for details. I terminated service because it never worked. Now, they want payment for, I guess installation and the rest of the billing cycle. even though service was disconnected. I need Frontier to stop playing games and credit my account in FULL. Thank you.
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. advises that he has been experiencing intermittent speed
and connectivity issues with his Internet service from Frontier. 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 Internet service speeds are based upon many factors: including
network congestion, customer location, customer equipment, and Wi-Fi network
interference. Customer speeds may vary
over time. As
stated in Frontier’s terms and conditions, actual Internet speeds may vary, and
any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds
may vary and are not guaranteed. Service
subject to availability.” Frontier advises that
prior to termination, Mr. was billed (and thus incurred charges) through
the end of his billing cycle. Frontier
issued a courtesy credit for his account.Frontier’s position in
this matter has not changed.Frontier spoke with
Mr. on March 19, 2020, and advised of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result
of the above matter.
I contacted the company to change the billing address, which they did, but then opened another account and transferred money into it without my consent. They also cannot produce any physical evidence that this new account even exists.
Thank you for referring the complaint of Ms.
to our office for
review. We appreciate Ms. bringing this matter to our attention.The
Complaint states that:Ms. is disputing her Frontier billing. Frontier
has investigated the above statements and offers the following response:Frontier advises that Ms. contacted Frontier on September 27, 2019 requesting to take over her father’s account under . Frontier advises that the account had telephone and Internet service on the account; however, Ms. requested to just have Internet only service.Frontier advises that an order was placed to change the name and credit information to Ms. on October 1, 2019.Frontier advises that an additional order was placed to change the service to Vantage Internet Simply Ultra.Frontier has determined that Ms. was billed for two accounts in error that were both under the same telephone number, but different account numbers. Account ***-5 was for the telephone and Internet service and the other account ***-5 was for just the Vantage Internet Simply Ultra service. Frontier advises that Ms. had agreed to only the Vantage Internet Simply Ultra service at $44.99 per month plus taxes. Frontier advises on account ***-5 Ms. was billed $124.55 on the October 22, 2019 cycle which included the Vantage Internet Simply Ultra service and a prior balance of $91.79 from the previous service in her father’s name, November 22, 2019 cycle for Vantage Internet Simply Ultra service at $44.99, December 22, 2019 cycle for Vantage Internet Simply Ultra service at $44.99 and January 22, 2020, cycle for Vantage Internet Simply Ultra service at $44.99.Frontier advises that the ***-5 account was suspended for payment issues on January 21, 2020 and cancelled on February 21, 2020 for non-payment.Frontier advises that the other account 100119-5 which was telephone and Internet service continued to bill in error from October 1, 2019 to January 21, 2020 until the account was disconnected for non-payment. Frontier advises that the remaining balance on this account was $232.80.Frontier provided an adjustment of $232.80 on March 12, 2020. Account 100119-5 has a zero balance. Frontier advises that Ms. made payments of $124.55 on November 9. 2019, $134.97 on December 7, 2019 and $15.01 on December 13, 2019.Frontier advises that Ms. should have only owed a balance of $214.53 for the service timeframe as her service was suspended on January 22, 2020.Frontier applied a credit of $134.97 on account ***-5 for the remaining balance. Frontier sent an email to the Outside Collection Agency to cease all collections efforts and delete any negative credit reporting if applicable. Account ***-5 has a zero balance.Frontier determined that Ms. overpaid for service by $60.00 and Frontier has established a refund check that she will receive within 7-10 days. Frontier spoke to Ms. on March 13, 2020 and explained the information above. Frontier advises that Ms. does not want any additional services with Frontier. We trust that this information will assist you
in closing this complaint. We regret any inconvenience that Ms. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
In the response from Frontier they stated that a payment $15.01 was made on December 13 2019. That payment was actually $25.01. The overpayment should be $70.00.
Frontier advises that Ms. paid $15.01 on December 13, 2019 and there was a $10.00 payment processing fee for making the payment over the telephone with an agent. Frontier advises that Ms. would not be refunded the $10.00 fee.
I was charged for 2 months after cancel date no agreement signed by me. Called several times with no response. Equipment returned and account paid . I never had a agreement with Frontier the company brought out Fios. My account was placed in collection preventing me from getting credit elsewhere.
Thank you for referring the complaint
of Ms. *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The Complaint states that: Ms. advises she was charged after she terminated Frontier
services.Frontier has reviewed the above
statements and offers the following response:Frontier advises that prior to termination, Ms. was billed
(and thus incurred charges) through the end of her billing cycle. Ms. was eligible to continue receiving
Frontier services through the end of that billing cycle. Frontier issued a customer courtesy credit
of $117.55 and the account has a $448.58 balance as of March 16, 2020.Frontier communicated with Ms. and advised her of the above information
via email on March 17, 2020.Ms. presented no further
questions or concerns and has direct contact information for the future.We trust that this information will
assist you in closing this complaint. We apologize for any inconvenience
that Ms. *** has experienced as a result of the above matter.
They took my money a year and a half ago for a deposit to hook up the internet and gave me the run around and never provide service. Then in February of this year I called again to try and get service and took my deposit again and now they are saying they can’t hook up the internet. It was a bunch of waiting around again and they never show up or have some excuses. Also have a negative on my credit report from them.
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 placed an order for new services over a year ago and had
to pay a deposit; however, he was told he could not get internet and he
was never refunded the deposit.Mr.
*** states he tried to get services again in February 2020 and had to
pay another deposit; however, he was told he cannot get service and has
not received the deposit back.Frontier has investigated the above
statements and offers the following response:Frontier advises that an
order was placed in March 2019 for Internet service; however, the order was not
able to be completed due to a cut cable that needed construction to repair. Mr.
*** $68.00 deposit was returned back to his credit card on March 7, 2019.Frontier advises that an
order was placed on February 7, 2020 for Internet service; however, the order
was not able to be completed because the internet is not available at this time.
Frontier advises that a $45.00 deposit was required to process the new service
order; however, there are no matching payments, which indicate that the payment
was disputed by the customer or voided. On March 25, 2020 Frontier requested
proof from Mr. that the payment cleared his banking account. Once the
payment is verified Frontier can process a refund check for the deposit amount.
As of March 31, 2020, Frontier has not received the proof of payment.Frontier spoke with Mr. on March 25, 2020 to review this information with him. Mr. has been
provided with direct contact information if he needs 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.
Frontier is the only provider of designated line internet services in our rural area. They will tell you Century Link is a provider, but they will send you to Frontier. When I spoke with Frontier the first time, they said they didn't provide service to that location, even though everyone in our valley is serviced by frontier and has been since they bought out our local telecom company in 1994, and there has been service at this address in the past. They expressed that they were the service provider for that area, but that they didn't have the bandwidth to support another customer in that area!!! The representative from Frontier told me that the max bandwidth at any residence was 1.5 Mbps. I know for a fact that my parents, who live a mile up the road, are paying for "Up to 25 Mbps" and often doesn't work.
When I called Frontier back (because I knew they must have to provide service to my home) they said the address was listed as N05607 rather than N5607 and that had probably been the issue. They opened a "Sith Ticket" and said someone would call me back within 12-24 hours. So, I still don't have service and wonder if it will be worth paying for if I am able to get it.
Frontier has received millions of dollars to install new fiberoptic line in my area, but reportedly used the money for another location. I believe that would be fraud!! Since this was money from the government to ensure that rural areas have access to the same internet services as urban areas do, someone needs to ensure that Frontier uses the money it was given to bring our area up to date with new fiber-optic cable. Every home in our valley suffers from the inadequate and dishonest practices of Frontier. Almost everywhere around can be serviced by a different designated service provider because their cables have been upgraded as promised.
Thank you for referring the complaint of
Ms. Katie
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** would like Frontier Internet service but has been advised that
Frontier Internet is not available in her area.Ms.
*** advises that her area is not receiving the Connect America Fund (CAF)
funding as she believes it should.Ms.
*** indicates that Frontier is a monopoly Internet provider.Frontier has investigated the above statements
and offers the following response: Frontier
advises that Internet service from Frontier is not available at Ms.’s
location at this time.Frontier
advises that it is continually working to improve its network and its
customers’ experience; however, Frontier has no specific plans for upgrades in
Ms.’s area at this time.Frontier
is continuing to use Connect America Fund (CAF) Funding in the most effective
way to reach as many customers as possible. CAF is a six-year program ending in 2020, and Frontier hopes to upgrade
your area as soon as feasible. Given
that many factors could impact the timing of an upgrade, we cannot guarantee
any specific date for project completion.Frontier
continues to meet and exceed expectations set forth by the Connect America Fund
(CAF).Frontier
is not a monopoly provider in any of its service areas. All areas where Frontier provides service are
open to competition from any provider that chooses to provide service including
wireless operators and satellite operators. Frontier is committed to delivering the highest quality Internet in its
often rural and high-cost service area.Frontier
spoke to Ms. on March 12, 2020 and communicated the above information
and provided direct contact information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
Debt shows up in my credit report is not mine. Per my credit report FRONTIER COMMUNICATION debt was Opened on 08/2015 in the amount of $0.00. I'm victim of ID theft. This account does not belong to me and must be remove from my credit report immediately
Thank you for referring the complaint of *** to our office for review. We appreciate you bringing this matter to our attention.
According tot he complaint, *** states they are the victim of identity theft and disputes a Frontier account on the credit report from 2015.
Frontier investigated and spoke with Mr. on March 18, 2020 in regards to his complaint. He was advised Frontier submitted request to *** tp delete account 9*** from the credit report. He was also provided a letter via mail that confirms the above.
Frontier apologizes for any inconvenience the above matter has caused and trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
On January 24th 2020 a Frontier Communications representative came by our house and set up an installation and explained the service to us. At that time I was advised that if I provided our own router there would be no WiFi Router rental fee on our bill. On February 5th 2020, I had a Frontier Communications Technician install fiber service to our house. At that time they only installed the battery box and a basic modem with the service. No Router was provided and I told the installer that I did not want the router. He said that he would write down on the ticket that I did not get the router.
Unfortunately, I received the 1st bill and the WiFi Rental fee was on the bill. I contacted Frontier Communications on three separate occasions and was given a new dispute number each time with the promise that Frontier Communications would be contacting me back on this matter. The first call was on Wednesday, February 19th 2020 at this time the customer service representative could not tell me anything other than the dispute department would be back with me in 24 to 48 hours. The second call was made on Monday, February 24th 2020. All the customer service representative could tell me at that time was that the dispute department was busy and they would get back to me. Maybe that an additional dispute report would help move the problem along. The third call was made on Friday, February 28th 2020. The Customer Service representative this time told me that my options were to pay the WiFi Router rental fee of $10.00 each month even though I did not have the Frontier Communications Rental Router or to buy the Frontier Communications Router. Either way I could still use our own router I just had to either FAKE rent or Buy the router and leave it in a box.
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 was quoted by Frontier
Communication Door to Door Sales Agent, if he provided his own router, the Frontier Residential Gateway (router) fee
would be waived.Mr. advises when the Frontier FiOS
Internet was installed he decline to accept the router.Mr. advised he has made multiple calls
without resolution.Frontier has investigated the above statements
and offers the following response: Frontier has reviewed the order placed by the Frontier
Communication Door to Door Sales Agent and confirms the router was not included
in the written quote.Frontier has verified Mr. declined delivery
of the Frontier WiFi Router at the time of his installation.Frontier advises the Frontier
Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to
work with our service. A customer may choose to use their own router but, we cannot support or repair the non-Frontier equipment. Any troubleshooting would
require a Frontier to be ship a router to the home at the customers expense.After careful review it has been
determined the charges/fee is valid. In this instance, Frontier will agree to
remove router fee and has issued adjustments for the Shipping and Delivery of $9.99
and two months of the router fee of $10 per month, totaling $29.99 to appear on We trust that this information will assist you in
closing this complaint. We apologize for any inconvenience that Mr. may
have experienced as a result of the above matter.
I was promised that I would get cable service but they were never able to provide it to my house. I paid it just to get it corrected on my credit, but I did not ever get the service. I called and complained many times and they just told me I was stuck with it. I want this deleted off my credit.
Thank you for referring the complaint of Mr. to office review. We appreciate you bringing this matter to our attention.
According to the complaint, Mr. requested Frontier delete the account from his credit report.
Frontier investigated and advises, Mr. account with Frontier had a balance after disconnection that was referred to collections November 2019 and credit reported. The balance was paid March 2020 and Frontier will ensure the credit report is updated to paid off.
Frontier spoke with Mr. and advised of the above information.
We trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
I canceled my service in November due to us moving. They let me know that I needed to return the router, which I did using their packaging and UPS #. All done? Wrong! I get a final notice letter on February 29th saying if I don’t pay the $107.60 by March 1st I will be turned into collections which will reflect on my credit report. I call right away and try to straighten out this situation. First they can’t tell me what the bill was for. After 2 different people they claim I didn’t return equipment. I have the UPS tracking number that proves that it was delivered. Not good enough I guess. I paid the bill in order to avoid any blemish to my credit history. I called one more time to try again and they said since I paid my bill that my account is closed now and they can do nothing to fix it. If you’re going to charge me for a router I returned, this is stealing in my book.
Complaint Number: ***Thank you for referring
the complaint of *** J *** to our office for review. We appreciate you bringing this matter to our attention.According to the
complaint:*** J *** advises he disputes Frontier
charges for unreturned equipment that he disputes.Frontier has investigated
the above statements and offers the following response:Records indicate Mr. was billed for $100
plus tax for unreturned equipment on December 26, 2019 which he disputed.Frontier reviewed the dispute and applied
credit of $107.00 on March 23, 2020. This credit resulted in a refund
which should be received within 14-21 days. Frontier spoke to Mr. and advised of the above information. He was also provided a direct contact should he have additional concerns. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above
matter.Sandra P. Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I spoke with Frontier 7 times regarding cancelling my phone and internet. It was to be cancelled on January 10th bc I sold my home. 10 hours plus I have spent on the phone trying to get them to correct this. They have now drafted payment in January, February and it is scheduled for March. The last time it was supposed to be straightened out and money refunded to me for February and the bill cancelled for March. They even stated they would waved the $9.99 cancellation fee. Today I have a bill for March and it is still not cancelled. I have contacted them yet again and I am on hold. I just want it cancelled and my money returned.
Thank you for referring the complaint of
*** to our office for review. We appreciate her bringing this matter to our attention.In the complaint Ms. expressed
concern regarding her request to cancel her telephone and internet service with
Frontier on January 10, 2020. Her bank
account was drafted for the January, February payments and is scheduled to be
drafted again in March. She is seeking
cancellation of her account and her money returned.Our records indicate a maintenance memo
date December 30, 2019 advising Frontier the customer was moving to a new
location on January 10, 2019. The note
states an RT (Transfer Order) was done to new address 3621 Winding Pine Dr.,
Mi. The order (***) was cancelled
due to an invalid address. A new order RO (Disconnect Order) 46719878
was created on February 29, 2020. This
order completed on March 12, 2020, which is why payments continued to be
drafted from the customer’s account. On March 13, 2020, a credit of -$202.54
was issued and approved to the account. The
customer’s January 28, 2020 billing statement was $89.34. This statement covered the billing period
January 28, 2020 – February 27, 2020. Frontier statements are billed a month in advance. The customer’s account has been credited
$214.81, which leaves a credit balance on the account in the amount of
-$115.47. A refund request has been
submitted and the customer should receive it within 10-14 business days. Should Ms. wish to discuss this
matter further, I can be reached at EXT 111-3143.Thank you,Felicia TExecutive Customer RelationsEXT 111-3143FRONTIER 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 was a customer of *** they switched to Frontier and after that was where my nightmare began! I asked for my service to be cancelled on several occasions, I asked them where do I need to send my boxes to couldn’t get an answer. I was told I would have to wait till the switch was complete. I told them that I wanted my account cancelled now that I was switching to ***. They told me they would cancel it but never did. They continued to bill me even after I had switched to ***. It was a nightmare trying to get someone on the phone sat on hold for over an hour, I kept getting the run around. I was told at one point they would send me prepaid boxes and labels to just put them in the mail, I finally got the boxes and sent them back, but my bill was $1500 at that point they never took the charges off for my boxes or took off the 3 months of service they billed me for when I asked to be cancelled. Now, this bill is on my credit report and I am beyond frustrated. I don’t even know who to talk to get this resolved.
Thank you
for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing
this matter to our attention.The
Complaint states that:Ms. advises she was billed after she
terminated servicesFrontier
has investigated the above statements and offers the following response:Frontier
advises our records indicate the current balance due is correct. Frontier
has provided Ms. the number to Frontier Collection Department.Frontier
has provided direct contact information if Ms. has additional concerns. 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 was going to go with frontier internet, the router was supposed to show up on a Wednesday. Well Wednesday came no router Thursday no router Friday no router. So I called to cancel it because I figured they didnt want me so I'll go elsewhere. Well they put me in a dispute, I also kept getting Bill's from frontier. So I called them again wasting my time, I was told I'm still in a dispute and to not worry until they contacted me. Well they never contacted me and a letter came in the mail from a bill collector. So I call frontier yet again, and am told I have to pay for a month. I said I never even got the router you were going to send so how can I be charged 60.46 a months service for never even using a kb of your internet. I was practically told I have to pay for a service I never used or the bill collector will be contacting me.
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 Frontier router that was supposed to be shipped to
him and delivered on Wednesday, but never arrived. It also failed to arrive on Thursday and
Friday. Mr.-*** called to
cancel the service but continued to be billed for service he did not receive.Our records indicate an order was created
on November 15, 2019 for internet service. However, there is no indication of equipment being shipped to the
customer. They order system SIMPL
indicates there is no associated Equipment found for this subscriber.Mr.-*** was advised his
account was placed in dispute, but he was still responsible for the 3—day
minimum billing. Our records also
indicate the dispute was not properly processed. On March 13, 2020, a credit of $60.46 was
applied to the account clearing the balance to zero.The above information was provided to Mr.
***-*** and he is satisfied.We sincerely apologize for the
inconvenience this matter has caused. Should Mr.-*** wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS
At our lake cottage near Warsaw Indiana, we have used Frontier communications for many years. Upon opening up last year (2019) our internet did not work. I phoned Frontier and the sent a representative out (we were not there) and was told he found the issue and it should work. It did not. I phoned and informed them of this early in July 2019. We were told we would have to be there when the service tech came. It was 2 weeks out. I was upset, but I made the trip (90 minute drive) and missed work to meet the service tech. No one showed up. I proceeded to contact Frontier, told them to cancel the service, I asked where to send the modem, they said not to worry about returning it. Long story short - Frontier has continued to bill my account each month ($39.99). I contacted them in February. They reviewed the notes from July 2019, they said I attempted to ADD SERVICES but no one was there when the service tech came to our cottage. I never tried to add services, I just wanted my current services to work. I told them to stop my billing..I was told I would be billed for the remainder of the current month. Long story short, I filed a Unauthorized Debit claim with my bank. They returned 2 or 3 of the recent debits. I received notices in the mail yesterday that said that I owed $69.99 for each bill. $39.99 plus $30 for a return payment. I phoned the number on the letter. My account did not indicated I owed anything for the return items. My account still showed those payments being made. I asked to speak to a manager. She confirmed this and sent me to customer service... did not explain the situation to CS and I began again. She put me out to the auto attendant and CS went home. I had explained I just wanted my account zero'd out and closed. But I am not sure what they have done at this poing.
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Ms.
advises experienced internet service issues and disputes the final bill. Frontier
has investigated the above statements and offers the following response:Records indicate, Ms. contacted Frontier February 2020 to cancel her account. She expressed that her service never worked properly and disputed the bill. Frontier spoke with Ms. to discuss her complaint. At which time she requested the bill charges totaling $109.32 for two months internet and a return payment fee be removed. Frontier advised Ms., to settle her complaint concerns, credit totaling $109.32 has been issued to her account. Please allow 1-2 billing periods for credit to post. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience that the customer has experienced as a result of the above matter.Sandra
P.Frontier
Communications
The issue is additional charges that were not needed and disputed with the promise of being resolved. 6 months later the dispute was not resolved involving improper additional charges. Numerous attempts at contacting Frontier turned into a different excuse and/or promise every time. Eventually the account was closed even those disputes remained open. Now between multiple calls and hours on the phone and even customer service agents hanging up and refusing to take care of the issue had resulted in this last action. This is a terrible company and has the worst customer service I have ever experience in over 30yrs.
Thank you for referring the complaint of *** on behalf of the account holder *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
• Mr. states he had additional charges that were added to his billing statement and the promised credit was not issued.
.
Frontier has investigated the above statements and offers the following response:
• Account records show Mr. placed a disconnect order for an account number that was billed under his name and an order for new service was placed under his wife’s name under in order to receive new customer pricing.
• Frontier advises this new account required a technician dispatch, since a higher speed package was ordered, and a new modem was required.
• Frontier records confirm a technician was dispatched to the customers home resulting in the installation fees. This is a valid charge and credit would not be issued.
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.
Sincerely,
Frontier Executive Customer Relations
I have had nothing but problems with my internet sense the day they installed it I have had 5 service technician at my house and is still not fixed every time I ask for a manager I get hung up on.
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.
*** has experienced chronic issues with his internet since
installation. Frontier
technicians have failed to fix the issue after multiple service visits.Mr.
*** would like the issue resolved and the billing adjusted.Frontier
has investigated the above statements and offers the following response:Mr. has been experiencing frequent disconnects with his internet service.Frontier has dispatched technicians on four occasions to resolve the issue and has determined that Mr.’s service needs to be provisioned at Frontier’s Preferred 9Mbps service, from the Preferred 12Mbps service.Frontier has issued an order to correct this issue beginning on March 19th.Frontier has issued credit to Mr.’s account for the reported issues in to our technical support team.An additional discretionary credit in the amount of $100 has also been applied to Mr.’s account.The total credit amount of $198.37 will be reflected on Mr.’s March 19th statement.A Frontier representative has emailed Mr. advising how the issue will be corrected. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
We had one phone call from frontier and all they said was they would try to get our internet fixed but no resolution on our bill
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. received one phone call
from Frontier advising Frontier would try to fix the issues with his
internetMr. has not received
resolution on his bill. Frontier has investigated
the above statements and offers the following response:March 11th, Frontier contacted Mr. by phone to advise that Frontier would work on resolving the connection issues he was experiencing with his internet.March 16th, A Frontier representative emailed Mr. at *** informing him that local management/engineering advised that his service would need to be provisioned to the Preferred 9Mbps Tier to correct the frequent disconnects he was experiencing.March 17th, Frontier placed an order to change Mr.’s service to the Preferred 9Mbps Tier service.The order completed on March 19th.March 19th, A Frontier representative emailed Mr. at *** advising that the order completed on March 19th and that credit would be reflected on his March 19th billing statement. The email also asked that Mr. contact Frontier if the issue continued after the change.The approved credit of $198.37 posted on Mr.’s March 19th statement.The March 19th statement also shows Mr. was assessed a $9 late payment fee in addition to a $9.99 reconnection fee.These fees were credited today, March 24th.All approved credits and real time balance are reflected at Frontier.com.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.