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 canceled my service on 12/30/19 disconnect # *** and was told that I would receive a disconnect fee for $29. In January, I received a bill for over $200. I called Frontier on 1/13/20 at 3:50 and spoke to Julian # ***. He said he would inquire into the bill. (dispute # S-***) I was told it would take a month the receive information about the dispute. I have heard nothing and just received a bill for $211.78. Customer Service is
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. states she disconnected her account on 12/30/2019 and was billed for a full month of service.
• Ms. also states she called Frontier to dispute the bill and she has received no additional information, but did receive a new statement in the amount of $211.78
Frontier has investigated the above statements and offers the following response:
• Account records show a disconnect order for account number was placed on 1/02/2020.
• A bill in the amount of $229.70 was printed on 12/22/19 on Ms.’s normal billing cycle.
• Frontier advises we do not prorate billing for disconnects prior to the end of the bill cycle however in this instance I have issued prorated credits for video services only in the amount of $ 74.19 and an additional $75.00 waiving a technician fee.
• Ms. has been advised of the new balance of $62.59.
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.
Sincerely,
Frontier Executive Customer 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. Although their statement is not totally accurate and it required a lot of persistence on my end for a resolution, I will pay the adjusted amount of $62.59 to end my business dealings with them. I feel as though I no one at Frontier was able to rectify my issue after several calls over 3 months period of time, only offering to add a dispute to my account and never finding a solution. I will never do business with this company in the future because of poor customer service and unsatisfactory services received when I was a customer.
Regards
On 12/26/19 I called Frontier's customer service because our bill went up to almost $70.00 a month for the slow speed. I spoke with Lisa asking if there was any way we could lower our bill. She said we could upgrade to 18 mbs for $55.00 a month plus taxes. She said that we should not have any issues using multiple devices, streaming or gaming. She said a tech would have to come out because the modem we had wouldn't support 18 mbs. I asked if we would be charged for that and she said no, it's at no charge. So 1/2/20, a tech came to our home and switched modems and set us up for 18 mbs. Around the end of Jan, I called Frontier's customer service again to complain about the speed. We have worse service now than before upgrading. We can't use multiple devices, prime doesn't work the majority of the time, it takes awhile for anything to load and we have buffering issues. The customer service agent told me that there are too many people in our area on the same port and that we would be better off switching back to the lower speed. I said so basically, we're being charged for a service you can't provide. She had no comment. We have not switched back yet. On 2/21/20, I called about our bill because $112 was deducted from our checking account. When I reviewed our bill, we were charged $75.00 for the tech and $9.99 for equipment handling and delivery. I spoke with Bratanya and she filed case # S-80105937 to dispute the charges. I also complained to Bratanya about the service. She said she would escalate to manager and we should hear from someone within 24 - 48 hours. I had not heard from anyone so I called again 2/25/20 and spoke with Katrina. I was told again that it was escalated and that someone would call me tomorrow (2/26/20). I complained again about our service to Katrina. It's now 2/29/20 and I still have not heard from anyone with Frontier and our service is still worse than before we upgraded.
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 was charged a $75.00 installation fee
and a $9.99 equipment handling fee when she upgraded her internet service,
even though she had been promised that there would be no charge for
sending a technician out to upgrade the service.Ms. advises that both of those charges need to be credited. Ms. advises that after having upgraded her internet service, she
has been experiencing intermittent speed and connectivity issues.Frontier has investigated the above
statements and offers the following response:Frontier advises that although Ms. was billed the $75.00 installation fee and $9.99 handling fee on the January
28, 2020 statement, the installation fee had already been credited on December
26, 2019, prior to the charge billing out.Frontier advises that Ms. resides
in an area where high internet usage during peak periods could be affecting her
internet service speeds.Frontier advises that a technical
support agent will be contacting Ms. to do some troubleshooting in order
to determine why she has been experiencing problems with her internet service.Frontier spoke with Ms. on March
2, 2020, discussed the above information, and also issued a credit for the
$9.99 handling fee. Frontier will follow
up with Ms. to determine if her service has improved, and she has direct
contact information for 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 find that this resolution is satisfactory to me. A tech with Frontier is supposed to be calling me either today (3/3) or Thursday (3/5) to discuss issues and to do testing or setup a time to come to my home to test lines.
Regards
I called frontier every question that my services be connected around November my services never got connected until January 6 when I received my 1st bill I paid it a little late but it was paid and the amount of a $154.50 which was paid on February 21st 2020 my service is was disconnected February 28. I had been calling them for almost 3 days I cannot speak to a person who could explain what happened to the 1st payment that I make so on the 28th I made another payment in the amount of $215 which did not post to my account and my service is still were never connected so I asked for a number to a manager and the representative hung up in my face I was not angry I was not yelling I just requested that I speak with the manager but that representative hung up on me when I tried to resolve the problem the read the next representative that I spoke to constantly lied to me I gave them an order number asked if I could send them proof that that amount was taken from my account and I have no idea where when I've tried everything I call I was on the phone from 2:00 p.m. literally until 7:00 p.m. when they closed trying to see where my money wit I want my money back they can have disservices I refuse to ever do business with them again and I want I hope they get shut down
Thank
you for referring the complaint of ***
*** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that:Ms.
*** states that she made a payment which has not posted to her
Frontier account and has cleared.Ms.
*** states she was billed for fees due to the payment not posting to
her account.Frontier
has investigated the above statements and offers the following response:Frontier advises that a misapplied payment in
the amount 151.00 posted to another account which was paid via our automated
pay by phone system.Frontier has transferred the payment into Ms.
Jenkins account and has issued a courtesy credit for the late fees and
reconnection fees.Frontier spoke with Ms. and advised of
the above.We
trust that this information will assist you in closing this complaint. We
regret any inconvenience that *** Jenkins
experienced as a result of the above matter.
Changed cable service from frontier communications to *** on november 23rd. Frontier communications did not end my service until December 5th. Stating that's when the port of my home number was complete. Between *** communication and frontier it took 14 days to port my home number. When I was told on average it takes 3 days. By taking g 14 days to port my number they said I went into the next billing cycle and was being charged for the full month of December when I stopped using their service on November 22rd 2019! I've tried to resolve this issue with frontier communications and spectrum. Frontier communications still wants to charge me $201.77 for December even though I started with *** on November 23rd! They are literally trying to steal money from 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.
*** advises of porting services to a different provider on November 23,
2019.Mr.
*** advises of Frontier not disconnecting the service until December 5,
2019.Mr.
*** advises of receiving a December 1, 2019 statement for Frontier
services.Frontier has investigated the above
statements and offers the following response:Frontier advises of
receiving the request to port Mr.’ number to *** on December 3,
2019.Frontier advises the number
ported to *** on December 5, 2019.Frontier advises the $201.70
charges on the December 1, 2019 statement are sustainable charges.Frontier advises that, per
our Terms of Service, your service subscriptions will be effective on the last
day of your Frontier billing cycle.Frontier reached out to
speak with Mr., to advise of the above information, on multiple
occasions, without success.We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Mr. may
have experienced due to the above matter.
I cancelled service with Frontier Communication on February 17, 2020 per phone with their representative Daysha. I was informed by her that I did not need to return the router, they didn't want it back. I received my confirmation email from Frontier Communications later the same day (2-17-2020) and it stated there was a $100 fee for equipment not returned. I confirmed via their website that my router was on the list of equipment that should be returned. I called back, same day still (2-17-2020) and spoke with Serena who assured me she would send me a box with a label to return the router. I explained to her that my mailing address was not my physical address and requested the box be mailed to my physical address. Although she said that was not a problem, it was. After providing the address many times to her she stated that she was unable to proceed, would have to forward the request to a supervisor and provided me with a reference number and said I should have the box and label in 3-5 business days.
It has been 10 business days since those first two phone calls. I opened my online account today, February 28, 2020, to see if I could look up the reference number or find any additional information on how I could return my router. There was a link in the self help directory to request a replacement for a prepaid mailer for equipment return. I followed the directions, entered my account number and the response I received was "No previous return mailer kits have been sent for this account.
If you need assistance, please call us at ." Per the instructions provided by Frontier's website I called this number. I explained everything in detail to the representative, just as I have here, and all she would say was that she would send me box and return label and it would take 3-5 days to receive it. I explained to her again that I was told the same thing by another representative and asked for an alternative solution. I even asked if she could provide me with an address to return the router to, that I would box up the router and pay for the shipping myself if I could just return the router. She said no. I asked to speak to a supervisor at this point. She put me on hold and after approximately 5 minutes my frustration level peaked and I hung up.
This is not the first time I have had an issue with Frontier Communications, just the first time I have filed a complaint. When I started new service with them I was quoted one thing and then billed another. After speaking to at least 6 representatives for over 10 hours in a two week span (and I can back that up with notes, I'm not exaggerating) the last representative I spoke with finally just said what no one else would. "Frontier does not honor misquotes". I thanked her for being the only person honest enough to just lay out the truth rather than keep giving me the run around and just paid the bill. But that is why I refuse to just pay the $100 fee for not returning the router. I am trying to return the router within their 30 day period but they are making it impossible for me to do so. This appears to be Frontier Communications business model. Bait and switch then deny and delay until they wear you down to the point that you would rather pay anything than have to continue to deal with them. I can unequivocally say this is the absolute worst company I have ever dealt with in my entire adult life.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate her bringing
this matter to our attention.The complaint states that:Ms. states that she disconnected
her Frontier service on February 17, 2020 and after multiple calls to Frontier
still has not received the box to return her Frontier equipment. Frontier has investigated the above
statements and offers the following response:Frontier advises that due to an error
the return box had not been shipped out to Ms.. Frontier did offer to mail
one to Ms., but she requested to return at her expensive with a return receipt
option. Due to the trouble Ms. experienced,
Frontier has provided Ms. a Frontier address at her request and once
received the Frontier agent will return the modem to the warehouse using the
prepaid return label. Frontier spoke with Ms.
on March 2, 2020 and advised of the above. Ms. has been provided direct
contact information should she have any further questions or concerns. 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: Sarah
H*** Department: Consumer 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
We rely on frontier communications dsl internet service for business, home, and emergency (911) service. Frontier has a monopoly on service on our street with no other providers able to provide similar service. The service quality we have paid for since we began service almost 10 years ago is "upto" 5Mbps service. This is the highest level of service Frontier will provide our residence. The best we have ever been able to connect with in that time has been 3Mbps. This is due to a technical limit on service in our area. While we understand the limitation, recently the service has declined to a 1.4Mbps link speed which is then reduced to approximately 1Mbps actual usage speed as a maximum. The line quality has dramatically been reduced with intermittent connection and service disruption over the last 3-4 weeks prompting our family to seek a repair solution from the company. This is where my complaint is being served. The customer service solutions have been misleading, misrepresentative, and/or fraudulent. We have spoken with numerous technical service customer support representatives. One of the representatives claimed he would be able to remotely increase our service speed to 6Mbps. No improvement in service was observed but rather a decrease in service speed resulted following that call. Another call ended with a technician who would come to our home to resolve the decline in speed. This ended with the ticket being closed before the service date with no resolution communication either to our email or phone number listed with Frontier. The next call to Frontier resulted in another ticket number. This time no technician came in the time slot indicated. Verifying the status of the ticket indicated the ticket had been closed 7 years prior to the phone call. Now, the last communication with the Frontier customer service ended with no resolution and the technical support representative closing the chat session without any solution path. I have a transcript of the session available.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr. states that he subscribes to 6 Mbps of Internet speed. However, he only is receiving 1 Mbps of Internet speed. Mr. is requesting that Frontier provide the Internet speeds that he is subscribed to.Frontier has investigated the above
statements and offers the following response:Frontier issued a repair ticket on February 27, 2020 to address Mr.’s Internet speed concerns. The ticket was scheduled for March 4, 2020. Frontier records show that a Frontier technician was dispatched to Mr.’s location on March 3, 2020. The technician located and cleared corrosion from a connector to resolve the Internet service issue. Once the repair was completed, the technician confirmed properly working Internet service with Mr.. Frontier has issued all needed out of service credits. Frontier spoke with Mr. on March 3, 2020 to advise of the above information. We regret any inconvenience that Max
*** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The lone technician for our community, Josh, is very knowledgeable and was able to find and repair 2 defective connections on our line. This was the suspected cause I reported to the 4-5 customer service agents that did not respond appropriately to the issue. I am thankful that the service has been restored to the technology limit despite the fact we are still unable to reach the speed we advertised subscribed for. Thanks Josh!
Regards
I canceled service , never sent boxes to return equipemnt so I called customer service and was told the person added another tv box for me. I informed them I cancelled the service they told me that they could cancel the service now but since now it was into another billing cycle I had to pay another month. I told them no I canceled the service the first time but the guy did not do what I requested. She told me that the invoice quoted if I paid my bill that I agree to the terms that I had to cancel within a billing cycle. It has since gone to collections and I informed the collection agency what had happened and Frontier still refuses to make any corrections
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 a bill for service
from FrontierFrontier
has investigated the above statements and offers the following response:Pursuant
to Frontier’s terms and conditions, subscribers to Frontier’s service are billed one
full month in advance. Termination of service subscription is effective on the
last day of the Frontier billing cycle. No partial month credits or refunds are
provided for previously billed service subscriptions. Frontier
advises that prior to termination, Ms. was billed and thus incurred
charges through the end of the bill cycle.Frontier
attempted to contact Ms. to advise of the above information but was
unsuccessful. Frontier left voicemails and sent an email with direct contact
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.
Frontier has shut my service off 2 times in last 3 months for no reason. They not only shut it off before billing date and sold our port to someone else. I missed 2 days of work when told I would need to be here to restore service and then never showed. One time it was off for 4 days. I called and ask for credit or something for being shut off and my port being sold and they never gave me anything. I habe a voice mail confirming from one of the service tech's that they did in fact unplug me at my port. I feel that is a breach of contract and should be compensated for this. I was also told this has happened to more people than me.
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 Frontier shut off his service twice in the
past three months because his data port had been given away to another
customer. He also advises that on
one occasion, the technician did not show up on the date of the repair appointment.Mr. advises that his bill needs to be adjusted for the days
that he was without service and for the loss of his port. Frontier has investigated the above
statements and offers the following response:Frontier advises that when Mr.
made a payment to restore his service from suspension on October 31, 2019, the
data port had already been reassigned to another customer. Frontier was able to get Mr. assigned
to a new port and had it wired on November 6, 2019, which then reinstated
his service. Frontier advises that Mr.
reported that his service was out on January 7, 2020, and it was discovered
that his port had been assigned to another customer due to a systemic
error. Frontier was able to reassign a
new port to Mr., and the service was restored on January 9, 2020.Frontier advises that a credit has been issued
for the days that Mr. had been out of service, and the customer has also
been given a credit for one month of service as a courtesy for the missed
appointment.Frontier spoke with Mr. on
February 28, 2020 and discussed the above information. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the above
matter.
Frontier had my email address on another account. I had to contact the other person to get it removed. It took 3 hours to resolve the situation. Now over a year later my email address is again on their account. The other party did NOT add it. Frontier again refuses to remove it saying I must contact the other person and they must call in. I have complete access to this person's pin number etc. This is an appalling security risk and disregard for the other persons' privacy.
My internet has been going out at lease 300 times a month. This has been an on going issue for years. For some reason they can't seem to fix it. After the are here repaired it I get 2-3 months use until it starts all over again. On Feb 27 2020 from 7:30pm until 8pm it went out over 10 times. It seems all the can do is raise the price and lower the service. I calle the company and got a lady that could hardly speak English and when I asked for someone else I was told I had to call back. So I got online and tried to chat with support. I managed to get them and was told that the problem was my fault and I need to up grade to a faster service that cost more money. I tried to tell them that it would not matter how fast the service was if the internet was not working. I feel I am paying for a service that I am not receiving and since they are the only ones in this town I am stuck with them and there very poor service. Am tired of not being able to use the internet that I pay for.
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. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier. 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 established a repair ticket on March 4, 2020. A Frontier technician was dispatched on March 5, 2020 and changed cable pairs. Frontier continued to monitor Mr.’s service after the repair and determined that he was no longer experiencing drops in service. Frontier spoke to Mr. on March 11, 2020 and confirmed that he has not experienced further service issues. Frontier applied an adjustment for one month of service at $49.99 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.
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
On 5/20/19 I submitted complaint (ID ***) against Frontier Communications: In February (2019) I contacted Frontier inquiring how much it would cost to add long-distance to my existing plan. I was told that after reviewing my account, I was paying too much for the plan I had and that not only could they add long distance, but also speed up my internet for $5+ less than I already was paying. I confirmed with them that I would not be paying more than my current bill, and I was assured my bill would not go up at all. With the assurance I agreed to upgrade. When I received my bill the following month, my bill had increased $29.32. ON 3/18/19 I contacted Frontier and spoke w/ Gameil and explained that I had been lied to about upgrading with no added fees and that I just wanted them to restore my service to how it was prior to the changes that were implemented, and that I would not be paying the extra fees on my bill (since I was told there would be none). He said he would note my account and restore services to the original with no long distance and restore internet to original as well. He stated it was ok to pay the normal fees that I had been paying prior to the change and to call back if I was charged the excess fee on my next bill. This was all on a recorded line I was told. When I received my bill the following month, not only had the previous erroneous fees not been removed from my bill, I was again billed additionally the same higher rates. My communications repeated themselves multiple times w/ multiple customer services reps through April 2019. Revdex.com did contact Frontier and I then received a call from Sandy at Frontier () who assured me this would be resolved. I contacted her multiple times, each time she assured me it was being worked on. Sandy no longer returns my calls and several other cust reps said they were fixing it, but they are just stringing me along because it never gets resolved. There is not enough space here to give all details I documented.
Thank you for referring the complaint of
Mr. Ricky
& *** to our office for review. We appreciate Mr. for bringing this matter to our attention.According to the complaint:Mr.
*** is disputing his bill for services from Frontier.Frontier has
investigated the above statements and offers the following response: Frontier
advises the current rate for a Basic Residence Access line is $22.50 per month
and the current rate for Basic Internet is $36.99 per month plus taxes and
surcharges.As
stated in Frontier’s terms and conditions, charges for services are subject to
change at any time. Frontier advises the
terms of service can be found at https://frontier.com/corporate/terms.Frontier
records show that the customer agreed to place an order to upgrade the Internet
speed and add long distance that was completed on February 21, 2019. Frontier advises the agent misinformed that the
changes would not increase the billing.Frontier
charged Mr. for the new bundle rate of $70.00 per month before taxes
and surcharges beginning on the February 28, 2019 bill statement. Frontier advises the previous rates on
February 21, 2019 for a basic residence access line was $21.50 and the previous
rate for basic Internet was $33.49 for a total of $55.24 per month before taxes
and surcharges.Frontier
advises that Mr.’s account has been corrected effective March 5, 2020
reinstating the previous services.Frontier
applied credit adjustments to Mr.’s account for all changes and late
fees. Frontier will follow up on the
March 28, 2020 bill statement to verify for accuracy.Frontier
spoke to Ms. on March 5, 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 Mr. may have experienced as a result of
the above matter.
My Residential internet through Frontier was dropping the signal and had poor strength. Spoke with customer service to troubleshoot and he stated it was probably the number of people using the service. (We had out of town guests.) He suggested rebooting the system after they left to see if that improved service. He also suggested a wifi extender. It did not help with the signal. I did research online and found that others with this issue changed to an updated router which improved their signal. I purchased a new router and my problem was fixed however, when I called Frontier to return their router, I was informed that since I didn’t purchase the router through them, they will continue to bill me $10 a month for router service. The previous conversation with Frontier never identified that the router could be the issue plus I fo not feel it is a fair practice to force a client to purchase a product through them to use a service I am paying for.
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 the router charge on her
Frontier account.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.Frontier
spoke to Ms. on February 28, 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was never informed regarding the perpetual monthly charge for a router if you choose not to use their equipment. When I signed up for service over the phone, this was not disclosed, only that there is a $10 rental fee for the router they provide. With this understanding, it seems reasonable to assume that if you return their router and no longer use a router from them, the monthly $10 rental charge would be removed. If this is in fact “a bundled” price, as the customer service rep told me today, it should be clearly spelled out in the monthly bill. If I would have known this I would have demanded an upgraded router from Frontier instead of spending money to purchase a better router for myself. No one in customer service offered to replace the router when I told them of the issues I was having regarding dropped signals.
Regards
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 the router charge on her
Frontier account.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.Frontier’s
position remains the same as there has been no additional information provided
that warrants a deviation from the original resolution. Frontier
attempted to reach Ms. but was unsuccessful. Frontier left voicemail messages
and sent an email with direct contact 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.
I cancelled my Frontier and *** Network accounts the end of October. I was sent a bill from Frontier charging me for the month of November for *** Network. First I called *** Network who informed me that Frontier paid my account on October 31st and took the money back on November 1st. *** Network informed me I have no balance due. I then called Frontier who told me it was a timing issue and the gentleman I spoke with said he would take care of it and apologized for the error. A few weeks later I receive another bill from Frontier for the *** Network for the month of November. I called Frontier again and after being on the phone for over 45 minutes the call was mysteriously disconnected. When I called back they said it was after hours and I would have to call back during normal business hours. I called back again the next day and talked to a girl who was rude and when I asked to speak to a manager she refused. A few more weeks go by and I am turned over to a collection agency for a bill for service for November when I cancelled my service in October. I am to the point of considering this harassment and at the very least incompetent employees at Frontier
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms. states that she disconnected the Frontier and *** Network services in October. However, Frontier billed for a full month of service in November. Ms. is requesting that Frontier issue credits to resolve the billing issue.Frontier has investigated the above
statements and offers the following response:Frontier records show that Ms. ported out her Phone number to another service provider effective October 22, 2019. When the Phone was number ported to the other provider, the port out order disconnected Ms.’s entire account. Frontier records show that on the November 1, 2019 statement, the Frontier services billed at a credit balance of $23.63. However, the *** Network services billed at $163.32, resulting in a $139.69 account balance. Frontier advises that the billed $162.32 *** Network charges was for the amount that Frontier had already paid to *** Network. Frontier advises that the $139.69 account balance is a valid balance and therefore, no credits are warranted on Ms.’s account. We regret any inconvenience that *** may have experienced as a result of the above matter.
We made two payments through our online banking to Frontier. We have the confirmation emails from the bank the checks were cashed. our internet has been turned off for lack of payment. Our account now says we have a .99 credit but the internet is still not working. We have spent HOURS on the phone with Frontier trying to get this resolved. Frontier customer service has been no help. We get transferred and the call drops. Spending more than 20 minutes on hold is a common occurrence. We are asking for a full refund. We are still being charged but getting no service. This has been a nightmare and a very frustrating experience. I am also a small business owner and need internet at my home.
Thank
you for referring the complaint of *** to our office for review. We
appreciate him bringing this matter to our attention.The
Complaint states that:Mr. is stating that his
service was shut off for non-payment despite making two payments through
his bank.Mr. states that he current
has a credit balance of $0.99 but Frontier has not restored his service,
which he is still being charged for. Mr. is requesting to have a
refund and for all late fees to be waived.Frontier
has investigated the above statements and offers the following response:Frontier records show that Mr.
***’s internet service was suspended on 2/24/20 due to a past due
balance, and on 2/25/20 he payments totaling $265.92. Review of the account history
confirms that his payments brought his balance current and a restoral
order was issued by the system on 2/25/20.Frontier advises that it can take 24-48 hours for the services to
be fully restored and on 2/27/20 Mr.’s internet was reactivated.
Mr. will receive a prorated
adjustment for the day of suspension.The service charges and late fees are valid and a waiver is not
warranted. 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 called Frontier Communications to transfer services - we purchased a new home. Unfortunately, Frontier does not service the geographical area we are moving too. I spoke with the Customer Service Rep to turn off services I was told the company does not retro/refund any services not used once pass the billing cycle. I spoke with a service rep several weeks prior said it shouldn't be an issue to shut off services and was never told that a refund of unused services would not be refunded. Frontier wants to charge a full month of services - the company does not give a grace period. We will be moving out this weekend Feb. 29th but Frontier will continue charging us until March 26th the next billing cycle. How can that be allowed to steal from the consumer services that will not be used because of Frontiers company policy. Again, no grace period is given or courtesy. Out of my control purchasing a home, and Frontier is not able to service our new area. A company such as Frontier should be more than able to have a fair practice. It's unfortunate, I can only imagine how other consumers are being held accountable for services they don't need and request to close their account. We are moving because of heath issues and commute. This is something completely out of our control. I appreciate, and hope to resolve and further issues.
Thank you for referring the complaint of *** to our office
for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms. requested to disconnect her Frontier
account on February 29, 2020.Ms. reports she has been advised that
her Frontier account will continue to bill until the end of the current bill
cycle.Frontier has investigated the above statements and offers the
following response:Frontier records show Ms. advised
Frontier on February 27, 2020 that she would be disconnecting her Frontier
service. Ms. requested a February 29, 2020 disconnect date.Frontier advises that Ms.’s service
will be disconnected on March 25, 2020 at the end of the February 26, 2020
bill cycle.Frontier advises that
prior to termination, Ms. was billed (and thus incurred charges)
through the end of her February 26, 2020 billing cycle. Ms. was
eligible to continue receiving Frontier services through the end of that
billing cycle. No partial month credits or refunds will be provided for previously
billed service subscriptions.Frontier advises notice
of the applicable information and other Frontier terms of service print on
the monthly billing statements for Ms.’s Frontier account.Frontier spoke with Ms. on February 28, 2020 to provide the
above information.
FACT: When I signed up with Frontier Internet several years ago, I paid for 600Mbps. In fact, the technician called the HUB office on Woodville Rd, a few miles away and they spoke about making sure my provisioning speed was correct on one of my service calls.
FACT: Until recently, my download speeds were always ~598Mbs.
FACT: My service was interrupted recently, now my best download speed is ~298Mbs
When I called them, one department blamed the other and a few calls later, after being switched from dept. to dept. I was told that the repair technicians could only do that, so I asked them to send one out to fix my provisioning, and they refused and said that my internet is working, so no repair tech would come out.
I knew that they were trying to scam me because the first tech I spoke to said that they would either reduce my bill to account for the discrepancy, or flip the provisioning switch to the original 600Mbs speed, and when I called the next day to take care of it, they told me that both 300Mbs and 600Mbs speeds are same price.
They dropped my provisioning speed without my knowledge and consent, I want it properly set back to the 600Mbs that I signed up for.
I just want it fixed, without excuses.
If I didn't do a lot of file downloading and online gaming, I may never have even noticed, I wonder how many others they are doing this to.
Hello, the speed that I signed up for is 600Mbs. It is not a miss-print. The people at frontier even told me that they can see that is what I have been paying for. I am getting the runaround. I spoke to a lady in customer service over the weekend and she said that they just finished provisioning me to the correct speed of 600Mbs. I still can not get the correct download speed. I download almost everyday, I am used to getting 600Mbs downloads, that is why I am upset, it is only about half that now, about 298Mbs download speed. That is Megabits, not MegaBytes, maybe I should have not used the capital M.
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.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. Frontier advises that Mr.
*** was temporarily suspended for nonpayment on February 20, 2020. Frontier spoke
to Mr. and he stated that since he was reconnected on February 21, 2020
his Internet speed was half of the speed that he used to get.Frontier’s Internet
technical department worked with Mr. over the telephone and was able to
get his Internet speed to around 5MBPS speed. Frontier advises that Mr.
*** has our contact information if he should need any further assistance. We
trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may
have experienced as a result of the above matter.
I started services in dec 29 2018, I have never ever been able to use services I called multiple times to complain, they set a service technician out he had issues with trying to set up in my home , my services tried to come on but it kept trying to upload a program over 2 hours. Never worked, I called help desk/tech support was on the phone with supervisor 2 hours, still was not resolved, I have called and called talk to countless number of customer service reps, several told me they were going to credit the account one credit was for one months bill, January 2019, a tech fee of 75.00 was not suppose to be billed. A 3rd technician came out, I was charged 75.00 again and he was not able to set up my services either. still no service March came and I stopped services (internet) and a I told them can billing be stopped. I kept receiving bills until a collection bill came I advised Frontier I did not receive services as I have been calling the entire time and I am not responsible for bill, can you over look my account and all the notes and calls and complaints while trying to set up a service I never recieved she said ok a manager will be calling me. Know one never called me . I asked if she could send me a return kit for equipment I never recieved a kit. I still have equipment I have two boxes and I was suppose to only have one box. Fast forward to feb 2020 I check my credit and there is Frontier Communications $228.18. And the calls start again a year later still has not been resolved transferred to one department to another, representatives says no notes on account I have a confirmation numbers, know one is able to look it up systems down, called technical support no notes on my old account, called the collection agency who has the bill, if I just suck it up and pay it they will not delete off my credit nor send me an deletion letter nor will they give me an settlement amount. I've called 2/25/2020, 2/19/2020, 2/21/2020. I really need help because on my own I have not been successful with the company.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
*** is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Frontier phone and Internet services were connected at Ms.’s
location on December 29, 2018 as per her request. Frontier records indicate
that Ms. notified Frontier on January 1, 2019 that she could not set up
the modem for her Internet service. A
Frontier technician was dispatched to her location to set up the modem on
January 8, 2019 and confirmed the service was working.Frontier records also
indicate that Ms. was only billed for one Installation fee in the amount
of $75.00. Frontier advises that a total credit was
issued to Ms.’s account in the amount of $104.33 on February 4, 2019 and
March 12, 2019 for the Internet being out of service from December 29, 2018
through January 8, 2019, Installation fees and a late payment fee. Frontier advises that phone
and Internet services were both working at Ms.’s location for the dates
that she was billed for services and therefor no more credit will be applied to
Ms.’s account. A Frontier representative communicated
via email with Ms. to advise. 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.Tell us why here...
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 need Frontier to further explain the charges and the credits and the amount that's owed. I've called several times 3/20/2020 and I have not gotten a call or email back today. Waiting on Froniter to respond to me. So I can better understand what the company is suggesting.
Regards
Frontier CommunicationsThank you for referring the rebuttal
of *** to our office for review. We appreciate her
bringing this matter to our attention.The Rebuttal states that:Ms.
*** is disputing her bill for services from Frontier. Ms.
*** request that a Frontier representative call her to further explain
the charges and the credits and the total amount due on her account. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Frontier phone and Internet services were connected at Ms.’s
location on December 29, 2018 as per her request. Frontier records indicate
that Ms. notified Frontier on January 1, 2019 that she could not set up
the modem for her Internet service. A
Frontier technician was dispatched to her location to set up the modem on
January 8, 2019 and confirmed the service was working.Frontier records also
indicate that Ms. was only billed for one Installation fee in the amount
of $75.00. Frontier advises that a total credit was
issued to Ms.’s account in the amount of $104.33 on February 4, 2019 and
March 12, 2019 for the Internet being out of service from December 29, 2018
through January 8, 2019, Installation fees and a late payment fee. Frontier advises that phone
and Internet services were both working at Ms.’s location for the dates
that she was billed for services and therefor no more credit will be applied to
Ms.’s account. A Frontier representative communicated
via email with Ms. to advise. Rebuttal:Frontier spoke with Ms.
*** on April 6, 2020 to advise there is a $75.00 credit balance on her
account and she will receive a refund in the amount of $75.00 in seven to ten business days. 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 lied about the internet service they could provide at my house in northern Wisconsin. They sold me new internet service only capable of 1 mbps without disclosing the connection capability and stating "20 devices could connect at the same time." It does not connect one device. I called and complained repeatedly for months to no avail. They did not bill the correct address so I never got a bill; eventually I called and cancelled the service two months after the initial installation. They did not cancel the service and billed me an additional month. The original monthly cost was sold at $47.99 and they did not disclose additional taxes and fees that would raise the monthly cost to $73 - $80 a month. This all started August 29, 2019 and service was finally cancelled November 27, 2019. I have called Frontier customer representatives trying to talk with a supervisor multiple times to have all charges removed because the internet service never worked in the home. The company promised me a supervisor would call each and every time and I waited a month at a time and would call again. No supervisor has ever called me until this past Tuesday, February 25, 2020. Frontier has now sent my account to a collection agency 6 months later to collect $321.17. On Tuesday, February 25, 2020, the supervisor for Frontier said nothing other than he "would take care of this for me" making me believe he was meeting my request to remove the charges and making me whole. The supervisor said I will take care of this bill and call you back in 25 minutes. They have played me again and had no intention of helping me at all. I spent three hours the next day, February 26, 2020, talking to representatives again, with promises of a supervisor to speak with me and call me back "in 15 minutes" and again, I was ignored. Each and every call I made, I was appropriate with my language and professional in my request. It is criminal that they are selling 1 mbps (didn't learn this until November, when a representative told me it was impossible to connect the number of devices I was told). I was sold something that didn't work at all. It is like getting a bowl of soup with a hairball in it. I am not paying for that soup. They have now washed their hands of this and have left it to the collection agency. My credit rating is 780+! I am very upset about this and need your help! This is wrong. I just looked up on your site that Frontier Communications has over 11,000 complaints to the Revdex.com in the last year+. That is incredible. How can they do this to people? Please help me.
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 after Frontier installed internet service in
his home, the service did not work, and he is disputing the charges on his
bill.Frontier has investigated the above
statements and offers the following response:Frontier advises that they must be
advised of any service issues and allow the opportunity to address and resolve
the interruptions before any adjustments can be applied for time out of
service.Frontier advises that no repair tickets
had been set up, and there was no other documentation that indicated problems
with the service, with the exception of some calls that the customer made to
tech support for troubleshooting assistance on August 30, 2019.Frontier advises that a credit has been
issued for the days that the service was suspended, and a courtesy credit for
two late fees was also applied. Frontier’s records show that there was
internet service usage registered up until the date of suspension, so the
remaining charges for service are valid.Frontier spoke with Mr. on March
11, 2020, advised him of the above information, and provided him with the
amount of the remaining balance.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.
September 2019, sold my house and called Frontier to transfer service effective Oct 5, 2019. Gentleman asked if I wanted to put account on hold. Said if I ever moved back to that area, a hold would prevent me from having to re-qualify and there was no charge. October 5, 2019 I verified that my service was disconnected. Frontier is not available in the community I live in now and I had to change wireless providers. Apparently the hold was temporary. Why would I pay for wireless service to a house I sold? They have my current address to send the final bill to, which I promptly paid. Sometime after October 5 service was re-instated. I have spoke with several people to resolve the situation. Collections are not calling me anymore, but I continue to receive a bill every month for $81.70 (I do not owe)
Thank you for referring the
complaint of Susan
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
***’ final bill to Frontier should for $66.03 after disconnecting her Frontier
service.Ms.
*** states she paid her final bill for $66.03 in October and is now
receiving an additional bill for $81.70 in error. Ms.
*** states she does not owe this amount and would like the balance removed
from Frontier records.Frontier
has investigated the above statements and offers the following response:Frontier received a payment for $66.03 on October 29, 2019.This payment covered services from August 27th through October 14th.On August 27, 2019, Ms.’ account was changed from ***’s name to her name. The payment for $66.03 was applied to the old account under Mr.’s name.As a result of the credit balance, at the request of Ms., Frontier issued a refund in the amount of $93.53. This refund consisted of the $66.03 that should have been applied to the new account number under Ms.’ name and a credit balance of $27.50 generated at the closure of the account under Mr.’s name.Frontier has issued credit for the late fees assessed to Ms. account as a result of this issue.The $66.03 is the correct amount currently owed after the necessary corrections. 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.
We inquired about getting service. They came out to look at our pole to see if it could be installed (we live in the country). Nothing was installed. I never had the service. They guy left and submitted 172.19 in charges. The phone was not hooked up because it required us to do something on our end and we chose not to. We did not get the service.
Frontier is treating us like we had the service and has ruined my credit report.
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., filing on behalf of her husband,
Mr. ***, advises that they never had service with Frontier.Frontier
has investigated the above statements and offers the following response:Frontier’
records indicated that on August 21, 2018 a request for a service installation
was placed. An installation order was
completed by a Frontier technician on August 21, 2018. There are no account
records showing a request to cancel the account or to cancel the pending order. Frontier
advises that the charges are valid and correct. Frontier
spoke to Ms. on March 4, 2020 and Ms. advised that she have Mr.
call Frontier as she is not an authorize person on the account.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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***, ***
***DURING THE TIME IN QUESTION, WE NEVER RECEIVED A BILL OR ACCOUNT NUMBER. WE DID NOT RECEIVE AN EMAIL OR A PHONE CALL. FRONTIER ACKNOWLEDGED SENDING THE BILL TO AN INCORRECT ADDRESS BUT THAT WAS NOT UNTIL SEVERAL MONTHS LATER WHEN WE NOTICED WE WERE CHARGED. THE MATTER IN QUESTION IS NOT WHETHER OR NOT I HAD SERVICE. THE POINT IS, I NEVER GOT A BILL, I NEVER GOT AN ACCOUNT NUMBER, I DID NOT GET A PHONE NUMBER UNTIL ALL THIS DELINQUENT BILL TALK STARTED. I WAS TOLD LATER THEY HAD THE WRONG EMAIL AND PHYSICAL ADDRESS. HOW DO I SAY THIS PROPERLY? THE PHONE WAS NEVER CONNECTED OR USED OR HAD. THESE CHARGES SHOULD BE DROPPED. COME TAKE PICTURES OF THE RESIDENCE TO SEE NO PHONE HAS EVER BEEN HAD.
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., filing on behalf of her husband,
Mr. ***, advises that they never had service with Frontier.Frontier
has investigated the above statements and offers the following response:Frontier’
records indicated that on August 21, 2018 an installation order was completed
by a Frontier technician. There are no account records showing a request to
cancel the account or to cancel the pending order. Frontier
advises that the charges are valid and correct. Frontier’s
position remains the same as there has been no additional information provided
that warrants a deviation from the original resolution,Frontier
spoke to Mr. *** on March 18, 2020 and provided information on the
collection agency that the account was referred to. 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.