Frontier Communications

2 years ago I got Frontier Communications as a phone and internet provider. I have complained about them for two years. Honestly the only reason I have stayed is no service cap. I wanted better service when I first got it but the installer said my lines wouldn't take it and signed me up for a lower speeds.

I then would have to restart my modem frequently as my internet kept going out. Which was very annoying.

Then About two weeks ago, it went out while I was taking a test. So I had decided I had, had enough and called to get someone.

The guy showed up only to tell me there was nothing he could do 9mpbs would be all that Frontier could give me. He pretty much said if I wanted better internet to go to one of the local cable companies or maybe try a bonded service through them. He did not do anything.

So I called them about a bonded service it was going to take place on March 4, 2020 but when I got up that morning I had no internet. I waited until 8 and started calling. Person after person told me to do exactly the same thing and never said they wanted to send out a technician. I had to get off the phone a little after 10 because, my daughter had a doctors appointment and I had to go to a friends house to do my homework because I did not have any internet. So then when I got home between 6 & 6:30 I called back and again the rep told me to do the same thing. I was getting mad. It was ridiculous that call after call nothing had changed. I asked to speak to a supervisor several times and he would not transfer me to one. But upon transferring me to another department he said we were part of an outage. I called this morning to see if we were apart of the outage and they said no, and started all over again. This is ridiculous. So he then says he is going to send out a technician. Not until next week. This is absolutely ridiculous!!!

It is sad that a company that charges so much can not make an effort to please its customers!!!!

I had a electrical repair made and it cut the Frontier cable wire going to my house, I called Frontier and told them it had been cut and needed repair, they said they would repair it, but did not tell me there would be a charge for the repair, if they had I would have asked how much, and when they would have told me over $600.00 I would have not had the repair done, the wire only goes to my house, it is the wire from their box on the road to my house. I had their service hooked up about 3 months prior, and the exact same wire run from the road to my house, and also the equipment installation was $75.00. I want this corrected.

I canceled service at my second home located at ***, in October 2019. Frontier canceled my service and shipped me a box to return there equipment which I used and shipped back the equipment. Frontier continued to auto bill my credit card until I saw the discrepancy and contacted them. I spoke with Malcom in customer service who was not able to help me. I asked to speak with his supervisor however he did not want me to and said the supervisor wouldn’t be able to help either. I insisted on speaking to a supervisor and was but on hold for 15min. When Malcom returned he said all the supervisors were busy and he would have one call me back when they could. Needless to say no one returned my call.

I had been an internet customer of Frontier for about 6 years. I had never had a late payment. We sold our home (where we had the internet service) on Sept. 6, 2019. After many attempts and difficulty in getting the internet transferred to our rental home, I cancelled the service. At the time I cancelled the service, the frontier employee credited me for the small balance due that we did not have service for. She told me we did not owe any more money and the service was cancelled. Months later, I received a letter in the mail saying the account was past due. I called frontier again and was assured that the billing issue was resolved and that we did not owe anything because we no longer had service. Months laster again, I got another past due notice. I called frontier again. They said they could not address my issue because I did not have a pin number. They said the only way to get the pin was to email the bill to me at the email on file, which is no longer valid, or send the bill to me in the mail at the address on file, which we no longer live at. They refused repeatedly to transfer me to a manager or anyone else that might be able to resolve the issue. They also verified that the amount due on the most recent bill was for November and December service. We have not had their service since we closed on our home on September 6th AND we cancelled the service in September, so why are we getting billed for November and December? The account is now delinquent even though they've assured me multiple times that it has been resolved and they have sent us to collections. They refuse to correct the billing mistake or even let me talk to someone else in their billing department.

I signed up for service with Frontier on the assumption that they were running a promotion at the time for a $100 gift card. This was supposed to offset the costs of the installation and it really was something that incentivized me to sign up at that point. There wasn't anywhere during the sign up process that requi*** me to enroll in this promotion but given that it was on the front of their website when I signed up I assumed this was going to be applied to my account.

After signing up I reached out to customer service to get more information and they said I wouldn't be able to apply for the promotion until I had gone through 90 days of service. I said that was fine but they did not tell me that my account wasn't eligible.

I just recently reached out for information on how to apply for the promotion as it had been 90 days and initially was sent to the promotions department from the regular customer service rep online. This number that I called for promotions then said that the line I was calling wasn't for applying to get the promotion but to just see if the card had been applied to my account and that I would need to call the main customer service for Frontier. I then was transfer*** to that department and was told, after the rep looked up my information, that my account had no record of being eligible for the promotion and that they was nothing the rep or their supervisor could do about it. I was told that the only way I could figure out what happened was to call the president's line that is located at the bottom of the frontier website when clicking contact us. I asked if I could be given that number but they said this wasn't allowed and that I would have to look it up myself.

This is what has led me here. This clearly seems to be a bait and switch where Frontier is offering up this promotion but then making it nearly impossible to get the actual gift card for having signed up.

I terminated service on Feb 3,2020. I was told by a representative that I will be issued a credit for the balance of the month. They are now refusing to honor their agreement. Once they honor the agreement, I will immediately return their equipment.

They continue to charge for a pice of equipment that is not needed (router). I had to buy my own and because theirs does not work though out my home. They bill me each month and will not return or cancel the fee.

I paid them and they did not update my credit report to reflect I paid them I full and they told *** my debt is still valid with frontier

I recently switched to Frontier Communications for Internet and phone service. The installers were unable to figure out how to convert our Frontier service to the Internet. At the end of the day they simply left, leaving an unconnected ethernet cable hanging from the wall. We called the installer's number 3 times and went to voice mail. I received several text notifications that someone was on the way to fix it but no one ever did.

I therefore hired a private contractor to sort it out, at a cost of $325.

I have been getting the usual runaround from Frontier on my request to:

1. Refund my installation fee since they didn't complete the installation
2. Reimburse my costs of getting the installation done right.

Frontier Communication continually over billing for their service.

I cancelled service to Frontier Communications on October 29,2019.......On January 8, 2020 I realize that my phone was still activated.....I called to ask what the problem was, a gentlemen told me it was NOT my fault and they would disconnect my service within a week. On February 19,2020, I received a bill for $296.29 I called Frontier AGAIN, and was told NOT to worry about the bill because they can see in the computer that I DID cancel services on Oct. 29, 2019...However, I would be receiving a bill for a pro-rated from Oct. 29- Nov.15,2019.....I said ok to this, but have NEVER received a bill for a pro-rated amount. On March 5th, 2020 I receive a bill from a collection service for the full amount of $296.29.....again, I call Frontier Communications, after speaking to SEVERAL people, I was told that since my bill was sent to collections, they could NOT help me. I contacted the Collection Agency , who informed me they will put in a dispute, but it WILL be on my credit report until it is resolved.

In January of 2020, I started calling Frontier about my promotion that would end on 2/7/2020. Each time I was told to call back closer to the date or call back to see if any other promotions are available. As the date neared I called and spoke with several reps. The price they gave was more than what I was currently paying and I was told to call back closer to my promotion end date as they have different promos. Around February 5th-7th I called and spoke with Becky in the retention department I explained that I had called numerous times about this and was told to call back. She apologized and said she would see if she could assist. I told her my promo was ending and she said she would see what she could offer she initially stated a slightly higher price than what I was paying and asked what channels I watched I told her most of them except sports. I told her I was on a fixed income and could not afford to pay a $300 cable bill. She then said she would see if she could keep me at the same price I was paying. Ultimately she told me she was able to keep me at my current rate for triple play which is $140 and before taxes and fees, she also mentioned about me having the lifeline discount as well. I thanked her and told her I appreciate her assisting me. I wrote the information down and confirmed with her before the end of the call that to make sure that this would be my monthly price before taxes and fees she again said yes $140 for triple play plus taxes and fees. I made sure to write down this information as well as her name and dept she worked in and she even gave me a confirmation number. I had this problem before with Frontier not honoring what their reps had told/quoted me. On March 5, 2020 I was about to pay my bill online for $220 when I noticed the next months bill was $289.84. I immediately called and was told they did not see this in the notes. I told them I had a confirmation and had spoken with Becky in the retention dept. Unable to get anywhere with customer service I immediately called Richard S (Executive Customer Relations) who stated he would pull the call and get back with me. I returned his call on 3/5/2020 and he stated he listened to the call and he was confused and that Becky did not promise me anything but that she would see what she could do. Are you kidding me??? I told him I would not have ended the call with her telling me she would see what she could do and that I had in fact wrote the information down and asked her before ending the call "so my price will stay the same $140 before taxes and fees and she told me yes. I thanked her for assisting me and got her name and the department in which she worked. She even gave me a confirmation number. So I told him not sure how he could be confused with what Becky told me. He then went on to try and insist she did not promise me anything but that she would see I said ok no she did not say "I promise" but she did say she would see and ultimately gave me my current rate $140 m. I was tired of him BLATANTLY LYING about the conversation Becky and I had and TWISTING EVERYTHING SHE SAID as if I just misunderstood what she said and what I wrote down and kept for my records was a misunderstanding. He then tried to offer me the rate which I'm paying for 3 mos and then increase it $155 plus taxes and fees. I told him NO that is not what I was told and this is unacceptable. He listened to the call and then tried to make it as if there was some kind of confusion???? No there was no confusion when we ended the call. Wen ended the call on a good note and me thanking her for assisting me. This company is terrible at not honoring the prices they give and then lying about it. I have experienced this from day one with this company/employees. And to have the Office of the President to not honor what was said is even worse. You expect for them to do was right and be truthful and here we have him FLAT OUT LYING about what she said! This goes to show this business will do anything to not honor the price that was given even if that means losing customers the reviews about this company speak volumes about their dishonest practices and customer service. Ask yourself would if you would have ended the call assuming that you're getting the same rate and not being absolutely clear and go so far as to get the persons name, dept in which they work and a confirmation number???? So what is/was the confirmation number confirming??? So nothing is confusing about the call Mr. Self listened to. The only thing is him not being honest and willing to honor the price Becky in the retention dept gave and here is the confirmation number #***. When you're given a confirmation number this is done to confirm something right??? Well, this was confirming the price she had given me as well as the call. This is why I wrote everything down because if you don't take notes, get the name of the person you speak with they will lie. And Mr. Self is still lying even after listening to the call and trying to make it seem as if there must be some confusion and he could see how I would be confused. NO SIR I am not confused AT ALL which is exactly why I wrote everything down! Also in the retention dept, this is their job to try and retain loyal customers which she did. The goal of the retention dept is to increase customer loyalty and reduce cancelations. But Mr. Self obviously is not aware of that nor does he care to keep loyal customers. My next bill is $289 and I want this adjusted to price I was given by Becky.

My paper bills were redirected to paperless without my knowledge. I didn't receive my bill so I didn't pay it. The next month I got an email telling me it was past due. I logged in and saw that I hadn't paid it but also, they charged me a late fee and a service charge. My total bill instead of being about $60 per month, so $120 was over $200! I called up and apparently they decided to charge me a technician fee for them coming out to replace equipment that I was told would be free.

I called up because I was having technical issues with my service. They advised me that my on premise ONT (Frontier's equipment) was obsolete and should be replaced; that they'd send someone out to replace it free of charge. They did and left the new equipment in the garage. I provided the cable to the router and it's actually still sitting in the garage now, weeks or months later (I need to clean it up actually). Well when I called up to get it cleared up the customer service rep was very rude and basically told me "too bad - you can't prove we lied to you so you have to pay the money." I asked to speak to a manager and she said it would be 45 minutes to an hour wait. I said that was fine and she said they would call me back. THey never did. I want my paper bills returned and assurance it won't be changed again and I want my money back for late fee and service charge that I never agreed to.

If I was going to pay a service charge, I would have had the guy at least install it properly!

California must shut this company down immediately. The worst service, customer service. Lie after lie every person I spoke to has told me a different story. I paid 90.00 and 5 days I still don’t have service. I called and called spoke to supervisors and they are in on telling lies. I’m a student part of my class is online and I need the Internet to do my class work. I’ve been to ***, stayed really late at school just to study and do my assignment that was due a few days ago. Sitting in my car at night finishing up my paper in the parking lot, so I could get my assignment in on time. Today my appt is scheduled between 8-12, it’s 11:55 and still not Frontier. I’ve called several times today only to be given broken promises, and even an expedited call to dispatch. Lies!!! The area that frontier has, should be given away to *** or another company that values their customers. I’m so frustrated and angry. Give it up Frontier, this has been 5+ years since you’ve taken over and you still cannot get it together.

Changing prices, POOR SERVICE. Don’t seem to care for customers at all.

The service frontier provided me was not enough for my family. So we cancelled and switched to ***.
When I called to cancel, in December, before the new January billing period began, the man I spoke with told me that I need to provide a 4 digit PIN number, or there was nothing he could do. I had no idea what my PIN was, so I guess a few 4 digit combinations I use other places. None worked. He did not tell me that I could provide my social security number or birthdate to unlock my account and proceed with the cancellation, as I later found out was an option. He told me there was nothing he could do. But that he would send me my PIN number in the mail. WEEKS went by (and to this date) I never received a letter with my PIN number. So I called back. This time, the woman I spoke with said it was no problem, she could unlock my account with my social security number to cancel. GREAT! She processed the cancelation. BUT told me I would have to pay for January (even though I wasn't using the service anymore) because I didn't cancel in December. WHICH I TRIED TO DO. But was given inaccurate information and my request was not handled. I have contact Frontier MULTIPLE times about this and they assured me they would handle it, and remove the final payment for January because of my circumstance. Yesterday I got a letter in the mail that they were going to send my failure to payment to collections. I believe I do not owe Frontier anything. I was completely willing to pay the minor cancellation fee, I think it was 9 dollars or something, but I refuse to pay for a month of service that I did not use, when I tried to cancel in time, and Frontier failed to properly handle my request with inaccurate information, and the failure to send the letter with a PIN number as promised. At this point, I've tried so hard to get this handled, that I do not believe I owe Frontier any money. Including the minor cancellation fee. This is ridiculous that a company operates on lies and deceit. I am so let down.

I have been a Frontier customer for over 3 years. Last summer my services were shut off abruptly. When I called to inquire why I was told that it was due to a past due balance on an old account from 2013. When I stated that I wasn’t with Frontier in 2013 they said it was actually with a company called ***. I acknowledged that I had been with *** but that the services were extremely poor and had been disputing my bill with them. I told *** way back then that I would fight it if they attempted to collect. Frontier said they would put my case in dispute and turned my services back on. Today I was shut off yet again. I was told yet again that it is due to the $1224 they claim I owe ***. When I asked if this was even legal they said yes because they bought ***. So a company can hold my services hostage until I pay a bill that I don’t feel I owe from 7 years ago??? And they can be rude and dismissive. They offered me a settlement of $612.50. But my services will not be restored until then. I was basically told to stop asking/calling for help and was informed that I could try to take legal action but would lose. They are rude and heartless and are holding my services hostage. This is ridiculous. They never wrote/called to say I lost the dispute and that I had x amount of time before I would be shut off. I just woke up this morning to no services. I’m distraught. They have informed that they do not care if they lose me as a customer. When asked why I was even given an account 3 years ago if I owed them money they said that I fell through the cracks and that they caught it now and therefore I have to pay it. What kind of a company is this??? I’m a student. I need internet and no other cable company can get out here for at least 10 days. I’m disgusted.

I erroneously overpaid my most recent bill. The amount owed was $271.24. I hit an extra key and paid $2371.24 on line. I didn't discover my error until I noticed my bank balance was very low. At that point I realized what had happened and contacted Frontier customer service. They promised to credit the overpaid amount back to my bank account in 3 to 5 days. That hasn't happened and now some 10 days later they refuse to issue the refund unless I prove that the overpayment was actually made. They refuse even though they show a credit balance on my account after crediting themselves with another payment that's not yet due.

Constant problems with service and having outages of service and delay of repair. Phone/internet line is laying in the ditch on our road which is constantly getting hit by the towns plows/mowers and the farmers. Frontier won't bury the line. Phone never worked properly, was so loud when you would use it with static and crackle noises that the person you were talking to couldn't hear you and you couldn't hear them. Husband is on call 24/7 with the hwy dept and because of our cell coverage at our house we had to get a landline. However, every time some one calls you couldn't hear what they were saying because of the noise. We would have to grab our cell and walk out to the field to call them back. Called Frontier numerous times and they were out a few times but never solved the problem. Then internet was added to our area so we go that in the winter. Come spring/April we started having issues with the internet not working. I called in May to get it fixed an someone couldn't come out for a couple weeks and then when they finally did they never fixed the problem. Called back again and set up another appointment for 6/21, Husband stayed home from work to be there during the time frame, no one showed. I called and they said that we didn't have an appointment for that day or it was never submitted even though I had all the information for that time. So had to reschedule again but they couldn't get out to the 2nd week of July. Someone came out according them and talked to us. Even though no one was home the day they arrived and the problem was not fixed, they were at a different location entirely. Called again to reset up an appointment. They came out did a quick fix, last a week and then was out again. Wasn't able to get some one until the day after labor day. Started working again, but only lasted a week and was out again. Someone then couldn't come out until the 2nd week of October, they did and then fixed the problem temporarily again. Come December finally we had reliable service.

During the May - August our phone was as described above. Our internet would go in and out. I work from home for part of my day because of kids, but couldn't due to internet not working. I would sign on to my work programs and would get booted off of the internet. Therefore the service was not usable for what we needed it for.

Called customer service and stated that I was not paying for the months it was not working properly. And then August-October minus that one week, it was completely out house phone and internet. They said they submitted a claim for the bill for the months that it wasn't working. But was denied did again in November and it was also denied. They are making us pay the full bill for the times we didn't even have proper service. I am good with pay November through now as it has been working consistently and not having problems. Come April when the snow is gone though it will start up again as the wire will be re exposed.

Last time I called them in regards to the bill because they are going to disconnect us unless I pay for the months we didn't have service, she stated she couldn't see the claims that were submitted until I got upset and then all of a sudden they showed up but she said they were denied with no reason listed. She said be cause it started back last May, they can't go back that far. However, I have repeatedly called in regards to the bill and issues and have not received anything in regards to it, no answers, nothing.

I have been a customer of Frontier since Jan 2006. around 2016 I signed up for internet via their services. The promotion was sign get the router for free. So I did. in 2018 I sold my home and Frontier Customer service had us leave our account open until we got into our new home and to also take the router with us as it was ours and I wouldn't be charged for a new one. In May 2018 we moved into our home and had the company come out and set out internet service. They used the router I had brought from my other home. No problem it works great. However I noticed on my bill today they have been charging me $10.00 for a router. I called them on 3.4.2020 at 8:30am and spoke with Adrian explained the issue and asked why I was being charged for a router that is mine from the promotion I sign up for. He said that was only good for the promotion. I stated you don't charge me for my phone I have hooked to your line as its mine why would I have to pay for a router that is also mine that I received when I first signed up, He said it doesn't work that way. I asked to speak to a manager and he said his manager was not there, I replied I could wait or put me through to their voice mail for a call back, He stated he could not do that. He then said ol I can give you to a manger. I stated do not give me to a fake manager aka co worker. He was silent on the phone, then stated my manager will be here do you cant to wait I said, I stated I can not believe you wanted to give me to a coworker to pretend to be a manager. I was on hold for 3 min.
On 3.4.2020 at 9:16 am Tammie came on the line said she was a manger I asked for her manager id number she gave the following T125981, I explained I am being charged $10.00 a month for a router that I was given in a promotion and why would I now have to pay for it. She said that when the promotion ended that happens to everyone. I said no because I have friend who also moved and she has not paid for hers and her promotion was up as mine was. I discussed it over and over, I stated if I have a router I purchased and USED would you still charge me $10.00 she said that would depend. I stated on what, She replied your package. I asked the following question 1. Where is in writing can I find this 2. did you notify customers of the bill change 3. you guys gave routers out on a promotion and now you want us to pay for them at $10.00 a month until you get $200.00 paid back. I stated the router your company used cost only $35.00 retail and less for your company. I stated this is price gouging. I asked for her manager and she stated they are not here. so I asked to be sent to voice mail so I could leave message for call back as I really didn't have trust in she would follow through. She took my name and number and and said she would give it to the manage as she could not give the phone number to the manger or send me to their voice mail.
3.4.2020 t 9.18 am I called the Corporate Phone Number: and I spoke with a Tabitha she took my name account information and I explained what my billing question/issue was. She said I remeber that promotion as I used to work in the call center ans yes you got a free router. however once the promotion was up you had to pay $10.00 a month until it was paid for. I explained then was it for free and later you charged yout customer for something you gave them? I stated you dont charge me for my phpne hooked up to your line and why can I not use my own router, She stated thats not the way it works, I replied I have friends that have just that very way and not being charged $10.00, She stated we offered some people to do that and even just pay for the router upfront for $200.00. I asked to speak to her supervisor she said she could not transfer me, I asked if she could give my number to them and have them all me she said no. So I stated I will just have to go about this in a different way. As this is wrong 1. I was given the router to use for free, 2. you are now charging me $10.00 a month for something I thought was free 3. you didn't notify me of the changes.