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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After cancelling the provided service the provider is still sending bills with invalid charges.
Frontier Communications
has received notification of a complaint from the above individual. According to the
complaint:Mr. advises he was billed invalid charges after he cancelled service. Frontier has investigated
the above statements and offers the following response:February 2020, Mr.’s account was cancelled. A Residential Broadband Processing Fee of $9.99 applied to the account. Frontier spoke with Mr. to discuss his complaint. He expressed he was not advised of the fee. He was advised credit was issued for the $9.99 which will post on the final bill. 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
Wireless Internet service was cancelled in November 2019 and I have received a bill from them for the past 5 months. I have made 11 phone calls to the company - all documented with case #/employee #'s as well as dates/times - yet I am still receiving bills. Equipment was returned and I have proof of tracking # for confirmation of receipt. I am now receiving threatening letters stating that my account is past due and they will be reporting me to collections if past due is not paid.
Complaint Number: 14214980 Customer
Name: Tara
Evans Account Number: 7143748694Thank you for referring the
complaint of Ms.
*** to our office for review. We appreciate Ms. Evans
bringing this matter to our attention.The Complaint states that:Ms.
*** states that she cancelled a service that never worked and returned
all equipment and she is still receiving billings for services.Frontier has investigated the above
statements and offers the following response:A Frontier Representative
spoke to Ms. on March 11, 2020 and advised the account was cleared of all
charges.Frontier thanks Ms. for being a customer and hopes that she will consider Frontier should she need
services in the future.Frontier sent Ms. an
email and provided direct contact information should she have any further
concerns.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. Evans
may have experienced as a result of the above matter
After months of internet problems with Frontier, I switched to ***. *** ported out my phone number not realizing my home wasn't wired for phone service. Frontier canceled my service on 1/14/20 and I was without any phone or internet service until 1/24/20 when a technician came out to reconnect me. His name was Kenny, he said it was ridiculous, they could have "flipped a switch" and connected me. He said there would be no installation charge. *** connected me on 2/3/20, so I had Frontier phone service (internet would not work) for 11 days. Now, Frontier keeps sending me bills, the current one is for $157.86 and if I don't pay it, they will turn me over to collection.
Thank you
for referring the complaint of *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The
Complaint states that:Ms. is disputing her billing for service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
found Ms.’s account was closed by port out on 01/13/2020 and she
restarted service on 01/27/2020. The new account was closed on 02/06/20. Frontier
has removed install fees from Ms.’s second account.Frontier
spoke with Ms. on March 13, 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 Ms.
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 find that this resolution is satisfactory to me.
Regards
I cancelled my service on 10/1/19, effective 10/13/19, because my internet service had been infrequently serviceable and interminably slow for the past several months. I know the speed of the service should have been adequate for me, because it worked great for the first few months. However, after about 3 months and without any change in my equipment, the internet service degraded considerably.
I called technical support a couple times to resolve this. At first, they tried to upsell me, saying that the service speed I ordered was just slow and that I should purchase the next class up. However, I don’t stream a lot of movies or engage in activities that requires a high amount of broadband and, again, I knew that the speed of the service was initially fine. After that, the technicians went through the same textbook steps of asking me to reset the equipment, which resulted in no difference in the quality of service, as I suspected would be the case since I had already tried this before calling. It was doubly frustrating to go through these same steps across two calls, and I informed the second agent that I would follow the same steps that the previous technician instructed me to do, but it hadn’t worked then and, if she insisted on doing the same thing with no different result, then I was going to cancel the service. Instead, I asked her to send a technician to the house. She assured me that wouldn’t be necessary. Obviously I cancelled the service when resetting the equipment didn’t work, again.
So on 10/1/19, I spoke to Jeff, who said that the termination balance of $42.07 would be waived given that my service hadn’t worked for me for so long and I couldn’t get anyone from technical support to help me, but that I would be responsible for a $9.00 one-time disconnect fee. The confirmation code was ***. Jeff was polite and helpful. Although I declined to finish out the final two weeks of the billing cycle as Jeff offered, I resolved that, despite how frustrating the technician calls had been, I would consider returning to Frontier if the service improved in the future. We hung up, and I expected to be on the lookout for a $9.00 final bill to pay.
A month later, I did receive a bill, but for $43.98. I called on 11/17/19 to dispute the amount, and the billing agent told me that the previous agent (Jeff) would not have been authorized to waive the final amount, but that he could now file a dispute. He put me on hold for 25 minutes while he did this, never came back on the line, and then the line dropped. No one called back. A couple days later, I called again, but only sat on hold for 30 minutes before giving up.
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. is disputing his billing for service from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier had removed the contract from
Mr.’s account as a courtesy. Mr. was never billed an early termination
fee. Frontier has found the balance on Mr.’s account to be valid.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 spoke with Mr. on March 10,
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.
I have attempted to contact the representative by email, but that outreach has gone unanswered. I will continue to be patient, as I know COVID-19 has disrupted the operations for many businesses. As previously mentioned, the lack of accessibility with Frontier is the root of my concern, though. I tried to contact Frontier about service outages on multiple occasions, only to be met by line transfers, long hold times, and dropped calls. Over the span of reaching out for several months, it could only be explained as if you were trying to avoid the calls or a record of having called.
As such, I’m willing to let this case turn on data that you do have, which is service delivery. My claim is that the service was frequently down. Frontier could actually pull the records to show the upload and download speeds and, if their data counters my assertion and they can show that the service was working every day as fast as it was contractually agreed upon, then I will willingly pay them for the final month for which I didn't even use their service for the full month because I had already cancelled (to say little of the many months before that when the service was down). This seems like a fair compromise to me, although I’m guessing they don’t even need to get this specific as they know when the service outages were and when the speed was being artificially slowed down.
If they are willing to provide these records to show that there were not service outages or lags, then I think it would be fair for me to pay the $43.98 being requested.
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. is disputing his billing for service from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier’s
position in this matter has not changed.Frontier had removed the contract from
Mr.’s account as a courtesy. Mr. was never billed an early termination
fee. Frontier has found the balance on Mr.’s account to be valid.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 communicated with Mr. by email to
advise 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.Tell us why here...
I had a 30+ minute conversation with a salesperson, where I was given a price of $44/month for a LANDLINE + INTERNET service. My order number is #072418794.
The address for the service is ***, CA 90272.
I specifically asked the salesperson if there were any added fees or adjustments, if this was a temporary price for a promotion etc.
He said "No, this is the price for the service."
I just received my first bill and the monthly charge is $54.99 + $10 for the modem.
This feels like a classic bait and switch to me.
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. is disputing his bill for
services from Frontier. Frontier has investigated the above statements and offers the
following response:Frontier advises that the correct price for the package that Mr. subscribes to is $54.99 per month with a $10.00 Gateway router fee plus taxes and surcharges.The Frontier Residential
Gateway (router) is Frontier equipment provided with every service order and
specifically designed to work with our service. Our advertising and our
residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements
nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues
to apply. Also, we cannot support or repair the non-Frontier equipment.Frontier applied a total
adjustment of $31.89 for the March 2, 2020 cycle for the $10.00 modem fee, the
$9.99 Equipment delivery and handling fee, and $10.00 for the package price
plus tax. Frontier spoke to Mr.
on March 10, 2020 and explained the information above. Frontier will apply a onetime
credit of $20.00 on Mr.’s April 2, 2020 billing cycle as a courtesy. 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 called and inquired about cancelling my upcoming Spring Break flights for March 31 travel date. I was told I would have to pay a 120 cancellation fee per ticket... I was not going to be refunded any money, or given a credit to use on future tickets. I tried to explain to the gentlemen that my child has a weakened immune system and me traveling with him could be detrimental and the gentlemen then refused to work with me at all. I wasn't looking to get my money back, I would've been fine with a credit for future use. Unfortunately they are refusing to work with me at all. I have done business with Frontier for many years, my kids love to fly frontier because of the Kid Packs and trading cards they get with the Kid Pack snacks. Such a shame. I will never do business with them again.
Our long distance service has been out for a week. Eerey time we call the tell us it will be working by end of day.
So far it has been a week and it still is not working.
Where do I go from here?
We NEED our long distance service we pay for long distance service.
Thank you for referring the complaint of
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she has been unable to make long distance
calls with her Frontier home phone service starting March 2, 2020.Ms. advises that her long distance calling needs to be
restored.Frontier has investigated the above
statements and offers the following response:Frontier advises that there might have
been a problem in their switch that impeded the completion of long distance
calls. A trouble ticket had to be set up
in order to resolve the issue. Frontier spoke with Ms. on March
11, 2020, and she advised that her long distance calling capability had been
restored as of March 9, 2020. Frontier
informed her that a credit has been issued to her account based on the number
of days that she had been unable to place long distance calls. 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.
I had internet with Frontier for about a year and I didn't have a contract with them or anything anyway,when I cancelled my internet which I canceled it in November and they still charged me for December and January. I called Frontier to figure out why I was charged for two months out after I canceled my internet. The guy I talked to was very rude talked and kept calling me a b***. I said was I'm sorry I'm not paying for this because I was informed that there was no late fee or no cancellation fee when I canceled my internet. The lady I talked to said that there was no cancellation fee when I called in November to cancel the service. This guy that I called he said that there is a cancellation fee and that if I don't pay it they're going to file a lawsuit against me because I am breaching contract when once again and never had a contract with them worst internet service ever. And this is not the first negative review I have seen against them about stuff like this. So please do something and make a change.
My name is *** and my Account number is *** And when we sign up for only internet we were told that our monthly bill before tax would be $40 a month the bills coming in at 73 a month we have not paid anything on the bill yet for the past 3 months I keep filing a dispute because on December 23rd we had a tech come to install the internet for us and he never came in the house he drop the box off at the house and I had to call you guys because I didn't know what to do with it and you guys had put a code blue out to get another tech out here to fix it and come in the house and set the internet up and in the tech guy told me that I need to call you guys to file to get our bill lowered and not be charged for the tech install because of all the screw-ups you guys are still charging us for that plus charging us $73 a month on top of that I want this bill disputed and taken care of
CThank 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 the balance on her billing statement. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. was quoted $27.99 for her Internet service, $10.00 for the Wi-Fi Router and a $75.00 installation fee divided into three-month installment billing of $25.00.Frontier advises that on December 19, 2019 when a technician arrived for the installation appointment there was no access and the modem was left at the door. Frontier advises a repair ticket was established and a technician went to the location on December 23, 2019 and installed service. Frontier advises that an adjustment of $50.00 was applied for the installation installments on the December 2019 statement and the January 2019 statement as a courtesy. Frontier advises that no other adjustments will be applied and Ms. has a balance of $160.10.Frontier spoke to Mr. on March 10, 2020 and explained the information above. Mr. will be making a payment on March 26, 2020 for 125.00. 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.
The internet service provided by this group is almost worthless. I have had multiple outages and poor service for years, but the service and responsiveness of corporate individuals has made it impossible to receive necessary repairs to my internet service. They offer nothing but excuses, and make it impossible to reach a corporate office that can get things done. My neighborhood is a monopoly for this company, and DSL service can only be provided by them. They expect payment on a prompt basis for services that they charge for but fail to provide.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s complaint determined there is a 25 pair cable
that needs to be repaired/replaced. The issue has been referred to engineering
for that area. We are hoping we can have the issue resolved within 45 days.We
apologize for the inconvenience this issue has caused. We trust this information will assist you in
closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
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.
This cable issue is over eight months in duration. I have little faith that the issue will be resolved especially with the current Covid 19 situation. WHile I would like to believe that my service will continue working, I really don't feel that the answer will be honored. This promise has been made several times. I would prefer that the complaint remains open until Frontier can demonstrate that the have resolved same.
Regards
I have been waiting for 2 months for a refund for a closed account, and the refund came in the form of a bankcard that I have to spend rather than a check I can deposit. I was never notified that the refund would come in the form of a bankcard or given a choice. This is a terrible business practice and suspect that it is just a money-maker for Frontier for their arrangement with the bank.
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. indicates that Frontier did not provide a refund in a timely manner.Frontier has investigated the above statements and offers the
following response:Number is not a Frontier account. Frontier was unable to find an account in Ms.’s name based on the address, contact number and name provided. In order to check further, Frontier would need Ms.’s telephone number, account number, or the address where she received our service.Frontier Frontier’s refund policy is to issue a prepaid *** managed by *** 90 days from the date of service disconnection or termination. This time period is required to ensure all outstanding charges or credits are posted to the closed account. Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier advises that Ms. can contact *** directly at to request a Check or Direct Deposit. *** will immediately deactivate the Prepaid *** and will initiate the process to issue a check. There is no fee to deactivate a prepaid *** and issue a check.Frontier advises that it takes 8-10 business days from the initial request until the customer will receive their *** refund check.Frontier has made several attempts to contact Ms. regarding this issue and was unsuccessful in speaking with her. Frontier has mailed Ms. a letter with direct contact information if she needs any additional assistance. 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.
Dec 2, 2019, I installed FIOS internet with TV. During installation, I found out that I only get a local channels so next day, I canceled TV package. Service Rep told me that I'll only be charge for 1 day service of TV and wait for next billing cycle to see TV package refund. On next bill, I didn't see TV package credited my account, so I contacted FIOS agent and told me that it takes 2 billing cycle to see. Now it's 3rd billing cycle and still don't see my billing reflect TV refund amount.
Frontier CommunicationsCustomer
Name: *** Phone: Thank 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. is disputing his bill for services from Frontier.Frontier has investigated the above statements and offers the
following response:Frontier advises that Mr. had Basic TV services when he set up his services. Frontier advises that Mr. was not billed for the Basic TV services. Frontier advise that no credit was due for the Basic TV services. 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
Applied for a deferred payment plan in January for December bill. Was approved for deferment, paid fee and was promised continued services. My services were shut off in February requiring me to pay the amount that was supposed to be deferred.
Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.A
review of the customer’s account determined the previous request for a differed
payment arrangement dates for each payment which caused the account to be
suspended. The
payment the customer remitted to restore service was applied to the outstanding
balance. A deferred payment arrangement
has since been established on the account and includes payments for 6 months in
the amount of $63.56 in addition to current charges. The
payment the customer remitted was applied to an outstanding balance that was
billed for services rendered. The service was suspended on February 7, 2020
and restored on February 7, 2020. Frontier has issued credit in the
amount of $9.99 for the restoral fee. While we regret the error that caused the disruption there is no
additional credit due. We
apologize for the customer’s experience. We trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
I signed up for internet service with Frontier about a year ago. Signing up for service required a 2 year contract. The contract required the rental of a router. The first year of the router was free, but since then I have been attempting the return the router in order to avoid the rental fee once the contract ends.
I never wanted the router in the first place. I have my own router that I have been happy with and have specifically configured to work with some hobby technical projects I've done. I tried to avoid getting the router when I signed up for service, but I was lied to by the rep I talked to on the phone. They informed me that I needed special equipment to use their fiber connection. This sounded fishy to me when I first heard it but I wasn't sure since I had never had fiber internet before. As expected, when the technician arrived to install the router, it used a standard Ethernet connection and so I opted to set up my own router instead of theirs. The technician was required to leave the router with me even though I wasn't going to use it.
I have also been attempting to return the router because I do not want to be potentially liable for losing the router. Plus I have no idea what kind of software they have installed on it. They claim to have the ability to remotely troubleshoot their devices, so it seems they built-in obtrusive access. I am a technical person. I do not need or want extra help "troubleshooting", and I especially don't want my ISP to have extra powers to control my devices remotely.
It has been extremely difficult to even be able to set up a simple return. There did not seem to be any process in place at the business to handle the return of the router outside of canceling service. Eventually after being given the run around a number of times, I was able to set up the return. However, I was informed that I would still be charged for the router even after the contract had ended. This is utterly unacceptable to me. How does it possibly make sense to charge someone an equipment fee for equipment that is not even in their possession any more? For the annual cost of their rental fee, I could purchase a brand new router every year. If this fee is unavoidable when purchasing internet service, It should be included in the costs they advertise. Because at this point it is clear that it is not at all tied device that I am supposedly "renting" 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.
*** established service with a promotional free router for one
year, and is now being billed a monthly router fee on his bill for
services from Frontier. Mr. has attempted to return the Frontier
router and is wanting to have the monthly router fee removed. Frontier has investigated the above
statements and offers the following response:*** The Frontier Residential Gateway (router) is
Frontier equipment provided with every service order and specifically
designed to work with our service. Our advertising and our
residential internet terms and conditions make clear that our service includes
equipment charges, such as the router charge, and neither our
advertisements nor our terms and conditions provide any exceptions. *** A customer may choose to use their own
router, but if the customer does, our router charge continues to
apply. Also, we cannot support or repair the non-Frontier equipment.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.
I understand your policy, but your policy is anti-consumer. You are charging me for a fee for something I do not have in my possession.
Regards
Thank you for referring
the additional concerns of Customer to our
office for review. The additional concerns
state:*** Mr. states that he disputes the Frontier policy regarding monthly router fees when he does not have Frontier equipment in his possession.Frontier has reviewed
these additional concerns and offers the following response:*** As previously stated, The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Frontier
has reviewed these additional remarks and the company’s position has not
changed.Sincerely,Frontier
Customer Relations
I as acomsumer of Frontier's internet service, am tired of being treat yet again as a second and third class customer. I pay for uninterrupted service and when service is interrupted I am toldI have to wait 4 days for a tech to evaluate the problem. I dont pay the amount of money that I do to wait like that. There are no storms or downed trees in my area to cause such a prolonged time to wait. I pay for prompt service I expect prompt service. This isthe 4th damn time I'vehad to file a complaint on this company and nothing changes.
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 pays for uninterrupted service and he was advised a repair would take four days.
Frontier has investigated the above statements and offers the following response:
• Frontier terms and conditions state, ‘ Frontier does not warrant that the service or equipment provided by Frontier will perform at a particular speed, bandwidth or data throughput rate, or will be uninterrupted’…
• Frontier records show Mr. reported a service outage on 3/9/2020 and the repair was completed on 3/11/2020, which was due to a cut line.
• Frontier advises that trouble ticket/ order due dates are scheduled based on workload and technician availability.
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
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.
[If a corporate company as large as Frontier Communications can not detect a severed line without the help of a customer complaint, then the company should react more swiftly to respond to that customer's complaint. They then might learn they have a bigger problem than they expected. Why does this company not have the technical knowledge of when a communications line is cut. Are they not aware of it when it happens? Do they not have a "RED FLAG" warning of a communications line disruption? If they do then should not their response to FIX that situation be a priority instead of "Eh we get to it when we get to it and our customers can wait up to 4 days OR LONGER." This is not what I can consider a customer satisfaction guaranteed business. It ltiterally took me to make a Revdex.com complaint and four phone calls to get my repair ticket bumped up to the 11th. Then on the night of the 10th my service was brought back up on line. Not even the customer service people knew of a line disruption and why is that? This is suppose to be a company that is top in communications. You have a line problem... you tell your customer service reps.. we have a line down. They can then tell their customers that call in. But time and time again.. customer service has no clue what is going on and generate repair tickets with no knowledge of problems. I've had customer reps put me on hold for thirty minutes trying to track down a supervisor who might or might not know of line problem.... WHY IS THAT? Each customer service rep SHOULD have that information provided to them EVERY DAY. It is really soo frustrating to call because you have no idea if the person on the other end has a clue of what's going on. Then again the company really doesn't know either if they take a lacks attitude to customer complaints of problems and places them upwards of days on end before investigating a potential problem. As a former Military Operations Manager, I'm stunned this company stays in business at all. ]
Regards
Thank you for referring the additional concerns of *** to our office for review.
The additional concerns state:
• Mr. states he fells Frontier should have been aware of the cut line prior to the technician being sent out.
Frontier has reviewed these additional concerns and offers the following response:
• Frontier runs line testing when a repair is reported by the customer. If the technician determines a physical issue may be involved a dispatch is required to investigate and resolve a physical issue.
• Frontier has reviewed Mr.’s additional remarks and the company’s position has not changed
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
We have not been able to get reliable internet service that we are paying for. We have had over 4 service calls in the last year and are on our 3rd modem and still can't seem to get internet service that works we are paying for 5G that doesn't even work.
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 not been able to get reliable internet.Mr.
*** has not been getting what he has been paying for.Mr.
*** would like credit for $480 to cover amount paid over last year. Mr.
*** would like a service technician dispatched to his home to resolve
the issues he is having. Frontier
has investigated the above statements and offers the following response:Mr. reported having issues with his internet September 3rd, 19th, and 25th of 2019.Frontier dispatched technicians to Mr.’s home to address his internet concerns as a result of each trouble ticket reported.Actual speeds of internet depend on many variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things. Internet speeds are not guaranteed. Frontier issues credit for internet based on service outages reported to technical support.A prorated credit will be issued to cover the above September dates based the report date and completion of the trouble ticket.A Frontier technician has reached out to Mr. to address his internet concerns and reports that Mr.’s service is working and he is satisfied with the resolution.Frontier will issue an additional discretionary credit for $39.99 to Mr.’s account.All credits will post to Mr.’s account within 30 days.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.
B
We are still having issues with the internet we are still having the outages and its been very slow when we do have it. The Technician I've been working with Jeff has been very helpful and followed up every couple days, we did get fewer outages once he changed some programing on their end which was good for a couple days but we experienced another outage today so it hasn't been fixed, once the modem was turned off and back on service was restored. It may be time to send a field technician out to check the wiring in the main Frontier wiring boxes in our area service shouldn't be lost and the be problem solved by the customer powering the modem on and off something is defiantly wrong. The $39.99 credit is to low of a dollar amount for what we have been going through with Frontiers Internet Service, we obviously haven't been getting the service we have been paying for or Frontier claimed to offer, Frontiers call logs will show how many times I've had to call in to them trying to get this resolved I have been patient and cooperative and look forward to receiving the internet service Frontier had promised us.
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. continues to have slow internet connections along with outages.Mr. had fewer outages
once he received assistance from a Frontier Technical Support.Mr. would like a
technician dispatched to his home.Mr. doesn’t feel that
credit for $39.99 (one month of service) is sufficient. Frontier has investigated the above
statements and offers the following response: Frontier technical support reached out to Mr. on April 4th. Mr. advised
that the internet was working fine and noted that since changing his modem from
being connected to a power strip, to being directly plugged into a wall outlet,
he hasn’t experienced connection issues. Frontier maintains the following:Actual speeds of internet depend on many variables including limitations of the computer,
wiring inside the home, time of day, distance from Frontier’s equipment, among
other things. Internet speeds are not
guaranteed. Frontier issues credit for loss of internet
based on full days of service outages reported
to technical support. All approved credits have posted to Mr.’s
account. 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.
We have been Frontier customers since 2015. When we first signed up for their services we were told we would get a maximum internet speed of 3 mbps, but only if we bundled service and had a home telephone line added to our account, too. We did not want a home telephone line, but I was told without it, the speed would be considerably slower. So I paid for it, too. We did this and continue to pay for both. A few weeks ago, I noticed they were advertising new user plans such as maximum 25 mbps for $35/ month. (I typed in an address o***—which would be further down the line than our home— to get this quote.) I then called to inquire and was told no, those aren’t available for me. I would need to call a customer care line and ask for a discount. Once I did this, the rep offered me a whopping $10/mo. discount off of our $95+ monthly bill, but I had to commit to a one year contract. Because Frontier has a monopoly on our market and can get away with price-gouging, this seemed the only improvement to my situation that was available, so I agreed after confirming I would still need to keep/pay for the telephone service we do not use. Ever since then, our streaming has been constantly buffering. So today I chatted with a rep to see what the issue could be. She advised me that my plan is for “1 mbps download speed only.” At no time did I commit to a reduced speed.
Frontier CommunicationsThank 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 requesting a better rate for her
services. Frontier has investigated the above statements and offers the
following response:Frontier also 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 also advises
that the available Internet speed depends on the distance from the nearest
Frontier serving node. Ms.’s
location is over 16,760 feet from the nearest Frontier serving node. Frontier
is providing the fastest Internet speed that it can provide at this 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 spoke to Ms.
on March 18, 2020 and explained the information above. Frontier processed an order
to remove the telephone service and change Ms.’s service to Simply
Internet Lite service for $45.00 per month plus taxes and surcharges. Frontier
advises that this is not a contract and Ms. will not receive an Early
Termination fee for current changes. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may
have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find as long as I am not under contract in anyway (the wording wasn’t completely clear in your response), then this resolution is satisfactory to me.
Regards
There was a promotion on Frontier Communication website in December, it said like to open a internet account and after two bill cycles you would get 100$ prepaid card. I opened the internet service account at 12/06/2019(switched from *** to Frontier).
I paid the installation fee, and 3 month bills. But I haven't received the 100$ prepaid card as they promised. I called the customer service for two times, but they couldn't solve it.
By the way, I lost internet service for 5 days in December. It was server configuration issue in the local office. But nobody knew who did that. I never got any apology from Frontier.
I am very frustrated.
Thank you for you help, much appreciated.
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.
*** was offered a $100 *** Gift Card as a promotion for signing up for
Frontier Internet service.Mr.
*** states he has not received the $100 *** Gift Card after meeting the
qualifications for bill payment. Mr.
*** was without internet service for five days in December and would like
credit for the days he was without service. Frontier
has investigated the above statements and offers the following response:Mr.’s account did not qualify for the $100 *** Credit Card promotion.Frontier’s $100 *** Card promotion required Premium Tier Internet speeds in specific Markets when signing up for new service. Frontier offered $50 *** Cards for Preferred Tier Internet speeds in specific markets for new accounts. Mr. has Frontier Preferred Tier Internet speed and his service is not in the specified Frontier Vantage Service Market.A Frontier Vendor misadvised Mr. that his service would qualify for the $100 *** Gift Card.As a compromise, Frontier has issued a $50 credit to Mr.’s account. Frontier has issued a prorated credit in the amount of $5.85 to Mr.’s account for the days he states he was without service in December. A Frontier representative has notified Mr. of this 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 find that this resolution is satisfactory to me.
Regards
I have canceled my service and returned all the equipment, but for 4 months after cancellation, they are still attempting to bill me and draw funds from my credit card. I am locked out online and they say the have no access to my account when I call customer service.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s account determined account xxx-xxx-2222.1
was ported to another provider on December 3, 2019. Our records indicated 2 of 3 pieces of
equipment were returned to our office on December 19, 2019After careful review of the account, an
adjustment was processed to reflect a return of the 3rd piece of
equipment. Credit in the amount of
$115.82 was applied to the account and the account now has a zero balance.We
apologize for your experience. We trust
this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
FRONTIER HAS AN ACCOUNT ON MY *** CREDIT REPORT. THATS INACCURATE/NOT MINE AND THEY REFUSE TO DELETE.
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. states that
Frontier has listed an account on his credit report that does not belong to
him. Frontier has investigated the above statements and offers the
following response:In order for Frontier to investigate Mr.
***’s claim Frontier would need additional information not supplied in this
complaint. Frontier has attempted to speak with Mr.
*** on numerous occasions. Voicemail messages with direct contact information
have been left for Mr. as well a brief telephone conversation with him
on March 13, 2020. A letter has been mailed with direct contact information as
well should Mr. have further questions or concerns. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. have experienced as a result of the
above matter.Frontier Specialist: Sarah
H*** Department: Consumer Relations