Frontier Communications

I was without service sporadically, everyday from December 3 til February 19 in Tampa. I had 8 tech visits. I was hoping my issue was resolved. I can’t tell because today I woke up to an outage! No ETA for solution. Frontier is the absolute worst.

Absolutely the worst company to deal with! We have had tech support our issues. A friend and I were discussing the problems with our WiFi and she informed me that one of the technicians who came to her house told her that Frontier over-sold our area and the system they have isn't capable of serving all of their customers at once. Jump ahead several months and my *** feed is bombarded with ads for Frontier $19.99 for high speed internet. I comment on their post and voice my frustrations. Several representatives gave me the same song and dance about sending a technician out again and again. I'm paying $99 a month for phone (we never use) and internet. They won't let me drop the phone line with out cutting off my internet and tell me I won't be able to resign up for internet because our area is oversold and there's no ports available. I've been living with this answer for almost a year! This past week our daughter had to go to a local coffee shop to complete one of her high school assignments because the connection kept dropping at home. We can't stream a movie without restarting the router over and over again.
And when you call them they are condescending! They know I can't get cable where I live so they don't care!

We have been trying to get our voice line contracted with them to work since 12/18/2019 and we are located in *** TX. They have not been able to set it up correctly and we have had service off and on. We are a dental office and our patients depend on being able to contact us or leave us messages to address their concerns, issues or schedule appointments. I have gone through all areas and as of last week they informed us that there is a voice mail outage as of 2 weeks ago and they have not been able to fix it and there is not estimated time of repairing it. We are paying for a service that is not being given to us and that they have no idea how long it will take to fix. Not to mention it was not set up correctly from the beginning of our upgraded service in December of 2019.
The service has been terrible and although the specialists have been courteous it has come to a point where we are changing providers yet there should be something that can be done as they seem not to really care what happens or help us with an alternative option while they sort it out.

Contacted Frontier for changing cable/internet service - they stated speeds would be double to what I currently have with spectrum and their cable services are far superior. I told them I use TIVO and have ALL smart TV's in house. The installer (After install) told me my speeds are the same as Spectrum and Frontier has NO cable APP (This is what I use for my smart TV's cable). The installer came at night to do the Frontier hook-ups and after discovering that Frontier will not live up to the promises that were made to me at time of ordering it, I called the next day to tell them about it and to cancel their services, they cancelled it and that was the end of it however then I get a bill for $140..00 I called right away and spoke with customer service (Over 45 minute call) they said they would correct it and no money was owed because of the speed and cable service issues and that I called them the very next day (Morning). Next month another bill comes for same amount, I call customer service again and explain the issue again. The rep sees the notes and assures me it will be handled this time (She said they needed to apply the credit to wipe out the bill). A month later a 3rd bill comes again with same amount, I call again (On phone for over hour) they transfer me 3 times back and forth finally the service rep said the credit NEVER got applied to my account, now it was in their collection department so I had to speak with them and they pulled up the notes. They apologized for the problem and assured me this time it will be handled. I have not received anymore bills from Frontier however I went to buy a new vehicle and Frontier is showing up on my credit report as a collection now! I am furious about this, Frontier MUST be held accountable, how many more people have they victimized!

I called to canceled my internet service with Frontier on 2/13/2020 the order was completed same day as 2/13. But later I learned I will still be billed for a whole month (from 2/11 to 3/10 ) monthly fee. They said no matter when you cancel the service they are going to bill you for the whole month. This is an outrageous unfair business practice.

We are customers of Frontier for internet and phone for a long term. The last year's we had difficulties with their service. No or weak internet, lines down for days. We called them multiple times to solve the problem, never nothing really happened. On January 22 2020 (we called Frontier to cancel the service. We where connected from one person to another, being an hour on the phone and everyone told us, we can not cancel right now, we are on a day of billing, so we have to stay for another month for another $96. The amount was already booked from our account, we can not do nothing. The last lady on the phone was so rude to us, she said the internet will be turned off at the end of the month, we don't have to return the router and she hang the phone on us. Very annoying. On Feb 19 2020 I see, frontier have booked another $95 and change. We called the 800 number immediately and told our situation to the lady on the phone and she told us the same story. If we want to cancel, we have to stay another month! NO we don't! She don't see nothing about the cancellation in the computer, and we have to stay and pay another month! This is very annoying.

Billing price increased. Called in to receive promotions again to lower bill. I was told it would lower back to original amount at end of month. Next month still same price. Called back in they said same thing. Next month still same price. Called back in they said it would lower the next month. Now bill has increased!

Frontier Communications did not properly disclose their lack of prorated final billing that they claimed changed in 2017 as well as a “disconnection fee”. They also claimed that “everyone else” also does not have prorated billing, which is not true since we received a prorated final bill from our previous provider in 2018 before switching to Frontier. We contacted Frontier numerous times prior to the end of the billing cycle and received conflicting info from multiple representatives, but none of them mentioned anything about the lack of prorated final billing or a disconnection fee even when we specifically asked about them. (Also, when I inquired about what other representatives had previously mentioned, the subsequent reps did not know anything about the previous calls as if they never occurred.) The last representative we spoke with when we actually cancelled our service offered a partial adjustment, but said they said they would “get in trouble” if they adjusted the final bill to the proper full prorated amount.

I have been having issues with Frontier since Jan. 2020. I moved and requested a transfer in Dec 2019. I was told no problem, its a simple transfer and everything stays the same, billing and all. During this setup, the rep told me I couldn't continue with my same number. I said, that was fine, I don't mind if that changes. Well apparently, they created a whole other account! This created MULTIPLE issues, from getting someone to complete the installation, that was suppose to be a simple transfer to keeping the same prices that I had.
I have had lots of wasted time and arguing with multiple customer service reps, including supervisors to figure out the mess that they created with my account.
Honestly there is so much to it, that it is way too much to type out. Someone needs to look into my notes to see the huge mess that was created that cause me so much distress! Hopefully using it as a learning opportunity of how not to do a "simple transfer"
Installation was eventually completed.
Now I received my bill, and I am being charged a lot more than what I had been paying. I called to dispute the bill and was told I cannot keep my same agreement, a price agreement that was locked in for 2 years. I explained to customer service that I never agreed to anything else than what I was previously being charged. It is illegal for them to change me prices without my knowledge and something that I NEVER agreed too. I was promised that nothing would be affected by this "simple transfer". I asked for the retention dept and they say they can put in a dispute but it would take 1-3 months before receiving a response. So in the mean time, I would have to pay the amount that they are charging me, that I NEVER agreed to and if not, then my services with be discontinued. And if I dico my services, I will be charged an early termination fee. I NEVER had a contract with them! I had a 2 year locked in price agreement but NEVER a contract that binds me to Frontier for 2 years.
I finally spoke to a Supervisor in the retention dept and she told me that I requested a new account and that is why my billing has increased. Why would I as a customer request a new account??? I have no reason to! I don't even know why someone would! The Sup said she would give me a "courtesy credit" of $22.61. First of all it's not a courtesy when you are illegally charging me for something I NEVER agreed to or made aware of. Not only that, but I am also finding out that I am having to pay for Starz upfront even though the contract between Frontier and Starz have been terminated. I was told I will get a $15 credit in $5 credit increments over the course or 3 months. This is not acceptable in any way!
I have never dealt with such an unprofessional company in the cable business! The customer services reps are incompetent. The lack of professional training is clearly visible when dealing with most of them. The Frontier communication system is huge problem. There should be a class action lawsuit against this company for illegally charging customers. The CEO of the company needs to step down or down size the company because obviously Frontier cannot handle the load that Verizon was able to manage! Customer service reps and supervisors are not held accountable for any of their actions in this company and your customers feel it!

I ordered Frontier Communications internet service approximately two weeks ago and had to wait for 2 weeks to get them to come out to do a professional installation of the router and equipment. I even paid a $45 Professional installation fee. It came to the day that it was supposed to be installed and I waited all day even passed the time slot of which they were supposed to come and install the equipment. I went out to check my mail because I have rural route delivery now and found the router and equipment in a box on my front porch and I never saw a technician in sight my house is very quiet so I can hear the slightest door knock on my door I do not live in a mansion size house so I could easily here if the technician had knocked which he did not. I spent over five hours that same day on the phone with Frontier Communications customer service representative along with supervisors and technical support and did not get the issue resolved and they wanted me to wait another week until the 28th of February 2020 to get my service and still wanted me to pay for the installation fee even though the technician was very unprofessional and rude and just left the equipment on the porch and did not attempt to do anything to install the service and I feel this is very inappropriate and inconsiderate and unprofessional of this companies conduct and I wish to report it because I was treated unfairly and I was very nice and patient and understanding and never got the issue resolved in a timely and efficient manner that a customer service representative just gave me a run around and never got anything accomplished and the person that left the frontier box on my porch I have a copy of a label attached to it and it says that Mike and his ID number is 401108 that he visited at 8:30 a.m. and I know for a fact he didn't because I was up and in my recliner by the window where the door is from 8 a.m. to approximately 9:30 p.m. watching The Morning News he left the comment on the note saying internet signal turned on install modem at Jack and follow directions at startup internet service approximately two weeks ago and had to wait for 2 weeks to get them to come out to do a professional installation of the router and equipment. I even paid a $45 Professional installation fee. it came to the day that it was supposed to be installed and I waited all day even pass the time slot of which they were supposed to come and install the equipment. I went out to check my mail because I have rule route delivering mail and found the router and equipment in a box on my front porch and I never saw a technician insight my house is very quiet so I can hear the slightest door knock on my door I do not live in a mansion size house so I could easily here if the technician had knocked which he did not. I spent over 5 hours that same day on the phone with Frontier Communications customer service representatives along with supervisors and technical support and did not get the issue resolved And they wanted me to wait another week until the 28th of February 2022 get my service and still wanted me to pay for the installation fee even though the technician was very unprofessional and rude and just left the equipment on the porch and did not attempt to do anything to install the service and I feel this is very inappropriate and inconsiderate and unprofessional of this companies conduct and I wish to report it because I was treated unfairly and I was very nice and patient and understanding and never got the issue resolved in a timely and efficient manner The customer service representative just gave me a run around and never got anything accomplished and the person that left the front here box on my porch I have a copy of a label attached to it and it says that Mike and his ID number is *** that he visited at 8:30 a.m. and I know for a fact he didn't because I was up and in my recliner by the window where the door is from 8 a.m. to approximately 9:30 p.m. watching the morning news he left the comment on the note saying internet signal turned on install modem at Jack and follow directions at startup the problem with this ears I paid for Professional installation technician and did not get a professional installation or a technician and they are still making me pay $45 for an installation technician fee whenever he did not show up or anything and they are starting my billing. Today whenever I got the box and I can't even use it yet they are going to bill me for the days that is here even though I cannot use it because the internet is not hooked up.

I got frontier in November they promised me that they had great service in my area. Told me I can get 500/500 so I said great let’s do this. Had an appointment for Saturday they missed then Sunday they missed I called they said they can come out Tuesday which they did. He took about 2 hours to set it up. He let after showing me it worked. An hour later the internet was off so I called they said they can come out in 2 to 3 days. So for about 5 days my two kids and I had no internet. One is in high school and need it for his homework the other kid is 5 and loves *** which he could not use. So they came out again and “fixed” it an hour later it was out again so I called and had to wait another 2 to 3 days they said everything at the house was right but having issues on their end, but got it working again but an hour later was out again. They have this all on record. They are trying to charge me a full month plus the install. They installed junk in my eyes on the wall cause they failed to provide me with what they said they would which was internet which I never received more then 3 hours. They will not work with me they are demanding that I pay the install and the month of service. In my eyes I owe nothing they lied to me and now are charging me for something I never had. I really hope you guys can help me this is not right or fair to do to anyone.

In Nov. 2019, I called and inquired internet service. I decided to open service after I was told the speed will be 6mps. However, when I received the email confirmation on same same, it was indicated the speed is only 1mps. Therefore, I called on the same date to cancel service and was assured that I would not get charged for anything. However, I received first bill near the end of Nov. So I called to clear the issue and was told that account will be closed and backdated to the date opened and no charges. Then, same bill continued in Dec. 2019, Jan. 2020, and Feb. 2020. I called each time I receive the bill and was told each time credit will be issued to the account. Now in mid Feb., I received bill from collection agency. I called frontier and they said there is not they can do once it is with collection agency.

I was not supposed to get charged in the first place. Although I tried to resolve the issue promptly each time I received the bills, Frontier failed to do their jobs correctly. Now they forward the issue to collection agency and refuse to take responsibilities.

I have contacted this company on multiple occasions about the same issue (phone not working-no dial tone) and although they claim to be have sent or are sending a technician, the issue has not been resolved.
After calling them again on 2-14-2020 I received a service ticket number with a day and time along with a confirmation text, followed by a text claiming a known issue in the area (something their service people should have known). On 2-16-2020 I received a text claiming a technician would arrive on the 17th with a time window.
As of now (2-18-2020 7:07 pm) not only has no technician showed up the phone is still out.
I called again and spoke to a manager (Paul) who not only contradicted everything that I had text messages proving, he then tells me I now have to wait another day for a technician.
Needless to say, after so many calls and no resolution I am beyond upset.

Frontier charged me for a service and equipment that I never rec. I told them I would not pay them. frontier turned the bill into a collection service. I have not been a customer for five months now.

I am moving, which is difficult enough. I went to the store to return my internet box and was greeted by a rep who refused to take the box, give me the number or even get off the phone to help me. Then I called a number, was put on hold, given a different number, spent a half-hour trying to verify my account... Only to be transferred again to a woman named Rhonda, who would not even allow me to speak, yelling me that I have not been on hold for an hour.
Moving is hard enough, returning an internet box should not be an issue, for I do not wish to accrue any fees. Rhonda hung up on me and I still have no way of knowing how to return and terminate my internet services.

My husband and I called several months ago to set up service. Before we ever even had equipment to instal to set up internet, we had a bill come through email, both my husband and I called several times regarding the bill and ended up canceling the installation. We were told we wouldn't receive the router/modem but we did, then we received a second one. I sent all equipment back immediately then we received another bill. I called and my husband called regarding the bill as we never had service with Frontier. We were informed this would be taken care of as they could see we had cancelled BEFORE we had ever even set anything up. Then we received a notification regarding collection proceedings for our bill. We called AGAIN and were told AGAIN this matter would be resolved. February 14th we received paperwork informing us we were sent to collections! My first call was to the collection agency to dispute the matter. Both my husband and I then called Frontier as it has been a nightmare trying to get through and get this ridiculous matter resolved. My husband was hung up on twice after waiting on the phone and speaking to multiple representatives. I spent approx 50 minutes on the phone and was also hung up on again, I called again and demanded to speak with a supervisor, she was letting me know things would be resolved, that they had called the collections agency but I don't trust anything they have told me. This was more than poor customer service. We NEVER HAD THEIR SERVICE. We attempted to resolve the issue when we received the first bill and were told time and time again we would have credits on our account and the bill would not be our responsibility. Now we have a collections issue and we have worked very hard on our credit. This has been a nightmare!

We asked to have phone & internet service at our home June 17th, 2019. They installed only the phone service in October 2019. They never installed the internet, but yet I’m still getting charged for service they never connected. The phone service has been terrible, we have had continuous static on the line and buzzing sounds. I have made several attempts to get this cleared up. I’m very disappointed with the service and customer service. They don’t seem to care about their customers, especially when they charge you for internet you don’t even have.

I have been a client of Frontier communication since 1995! In November I paid my bill on 11/18/19 in the amount that was requested 107.00 ( 54.00 of this payment was for services not provided). on 11/21/19 Frontier communication shut off my service per them even though I had service until until 12/20 when my service stopped working. When I tried to say that I did not pay and that my service was shut off in November. I explained that I did pay. They then proceeded to tell me that my service was old and grandfathered in and that they now could not do anything for me and that I would have to start as a new customer. I spent over 5 hours of my time on the phone with reps to fix problem. Frontier then sets up an appointment on 12/24 to set new service that was the soonest appointment. My appointment was for 12/24 between 8-12. NO ONE SHOWED UP. when I called at 12:15 I was told I was cancelled and that the next appointment was on 12/31/20 they would credit me $25. Finally on 12/31/20 my service was restored. Then after 1 month of service I go online to pay my bill I paid 97.56 that is what is requested from me and paid that on 2/7. I felt it was to much and tried to speak with someone on the contact feature and they had no clue. I hung up and paid bill. On 2/18/20 I received a bill from Frontier in the amount of 121.17 (balance for Jan). It also states that if not paid by 4:30 on 2/19 my service will be shut off. After speaking with a rep who cant do anything about fixiing the mistakes but collections may get fixed today. I express my concern on service being shut off and he tells me I can talk to a supervisor. I know have been on phone for 1hr when i'm disconnected. I call back and am told I must wait 45- 60 min for a manager. I am over 2 hours now. I have paid this company more then whats expected of me, This company is horrible about taking care of clients and problems.

In November I started receiving late/delinquent notices from frontier. I first called to pay my late bill thinking it was me. Well the next month same thing so I called and they told me my bills are now electronic. I never asked for electronic bills. This is exploitation. reason? next 3 months same thing, they keep sending me late notices and every time I call to tell them I never signed up for electronic billing they tell me I owe the $9:00 service fee on top of the late notice. I asked why and they say it is POLICY that I can do the alternate ways to pay. I called every month. I NEVER use electronic billing or banking. They are trying to force me to do something I am not interested in. Customer service USELESS. I got every time different answers. I even tried to file a complaint and they hung up on me!!!!! I should not be charged a late fee for their mistakes. They even told me a one time I was correct but next girl said absolutely not. WHY I never signed up for that service and tried PAINFULLY to have them correct.
I believe I must not be the only one this has happened to that suddenly a BOX is checked and no more bills to my house.. Absurd. I am an old timer and never will I go online to pay anything!! why Frontier all of a sudden

I cancelled my Internet in December. I am being billed for February. This is in violation of the Connecticut Unfair Business Practices Act and potentially a violation of Federal debt collection laws. They also cut the wires for the service and left them on my front lawn.