Frontier Communications

I am having to fight with frontier communication almost monthly due to them over charging and not fixing there internet. they will not come out and fix the issue and they skip the appointments for technition to come out and look and fix the problem every month I lose my internet service 95%of the month and they will do nothing about it I have exhausted my self trying to work with them they will not do as they say and fix the problem more reimburse me for the issue I ask for a swift and immediate action so that this does not keep happening ????????????

I have trouble contacting customer service as an existing customer. They only offer an automated system and every month they have issues with their app, I receive error codes that say unknown issue and their online portal does not load due to heavy traffic despite my attempts at several different times. When I go to pay my bill I am unable to log into my account. I receive paperless billing so when I then attempt to call in for support because I cannot pay my bill, they ask me for information that is on my statement that I am unable to access. They hang up when I cannot provide them with the requested information and my bill eventually gets charged a late fee. This happens approximately every 3 months and the company has done nothing to resolve this issue. I am locked into a 2 year contract and they are directly causing me to incur late charges with their own internal technical issues.

On March of 2017 I placed a request with Frontier to port my home phone and install services.
Frontier created an account and never ported my phone. Two weeks later then ported my phone. The problem started when they billed me for full installation on the first installation which was done incorrectly.
I spoke with Frontier almost every month to have this fixed. Yet no one seems to know how to fix it. On june 2017, while I was on service with them with the correct number and after having paid all fees with my number, they sent me to collections for full installation on the incorrect number. I called every month with the Credit Dept and finally on 2/22/2018 - Glenn the Credit manager stated that he would work on crediting the account to have the amount written off and also called the credit company to have it fixed. Promising that this would not affect my credit as they were aware of the dispute.
Come to 2020 while doing a refinance, I came to find out that this problem was never fixed. I have an excellent credit score and this issue created by Frontier put a hold to all my finances.
Finally today 2/12/202 I was made aware that they have credited my account while rudely treated me as it was my problem to fix the Collections issues stating that this was out of their control. I was put on collections due to wrong/double billing and now they have ruined my credit. I demanded for the to fix my credit but they rudely stated that I had to be the one to call the credit company. I have to fix a problem they created. The billing malpractices of Frontier are unreal, unethical, damaging to people's credit. Making us feel powerless. I am now working with the Collection Dept to ensure this collections note is taken out of my account.

For about the last year, my internet service has been terrible. I have called or chatted with Frontier on multiple occasions and my internet still does not work. They troubleshoot while on chat or the phone (often over an hour at a time) with them (sometimes they get it to work and other times they have to issue a repair ticket). We have been forced to use our data on our cellular plan to use the internet. Originally our internet would just stop working for periods of time and this was the response I would get and I quote "the main issue is that while looking for issues I discovered you are in an area that currently has a high number of users, which is directly related to your slow speed and frequent disconnects issue, When all of the users in this area are accessing data at the same time, it causes a bottleneck (which is often referred to as congestion) and reduces the quality of everyone’s service" First off - why is this an acceptable business practice. How can it be legal that I pay for the same service as others but not be able to use it during peak hours (which is apparently the only time I want to use it). Now, for the last 3 months, we have not had the internet for most of the month. I have had 3 repair tickets issued in which I have had to take 3 half days off from work for - the first one (1/31), no one showed for but they said they did, the second one (1/27) a guy did come and work and my internet worked for 2 days, finally on the 3rd visit (2/7) during a snow storm the repairman said the problem was at the pole but he couldn't go up in his bucket truck due to weather to repair it and would be back the following day. Later that night, I received a text stating they had rescheduled my appt for 2/18. A week in a half later. I am still without the internet and still paying the same rate as everyone who is receiving the internet.

Service was advertised for $44.99. I was asked if I had a router which I explained to the person on the phone yes I have a router. The idea is that I wouldn’t need a router from frontier. There was an added $10 a month fee plus some bogus five dollar fee. My email today showed what the billing was going to include and somehow it was $175! I also confirmed with the person or made the order with that I could do the self install. The bill included the technician and some sort of delivery fee of $10 which the guy on the phone explain that one of the technicians that is out and about would just drop off the router. There were a mess of bogus charges. This complaint is just to make sure that everyone out there knows what these guys are doing. Price gouging is a serious problem and telecommunications. There are certain people out there that will pay almost anything that somebody tells them to pay for whatever service. I am many other people Cannot afford this. The bill was artificially increased by double. Also, it makes me wonder about how much they’re going to charge in the future for my service. What is so special about their service? It hasn’t changed in years at least 10 years! The first time I tried to set up service at my current residence 2 1/2 years ago, I tried to start with frontier. The big problem I had with frontier is I told them I only wanted Internet service and some reason they had to have a technician come over I had asked why do you need additional over isn’t the service already readyTo go? I later found out that they added telephone service to my order without my permission. Once I found this out I decided to cancel my order even though the apologetic customer service rep that I tried to cancel it said that they could just takeoff the phone service and my service would’ve been only $35 a month Instead of $40 a month that I went with ***. *** increase my price already two times in that timeframe from $40 a month to 55 a month to now $60 a month I haven’t even gotten explaination for the last increase. I’m going to have to call them and see what I can do.Frontier’s business practices are against the law. You are not allowed to add extra services and increase prices Without reason. Advertise prices are so misleading. There was no disclaimer saying that the prices could be increased to maybe double the advertise price. My hopes are to shame this company. This is awful people cannot afford to pay so much there’s so many people out here in LA that are on the streets and many are struggling to keep paying their bills despite housing costs going up And wages remaining very low.

I inquired to upgrade my internet service with TV bundle. During the initial conversation with the sale, I point out I will be using my personal router to connect to the internet and make sure it will work. The sale said it will. However upon received the equipment, it won't work without a Frontier router. I call up billing department to cancel the service I couldn't use and ask for the credit back. However they said I will not get a refund for any service charged to the account

I have Frontier Internet Service Installed on Feb 6 2020 for Monthly service fee $29.99. I received bill today on 2-12-2020 with $137.55 I have called customer service right away (they are unable to fix billing error) then transfer me to Collection department to fix it. But Collection Department unable to do anything with it then transfer me to billing department. Billing department knowing the problem exist but after representative checked with Supervisor, still can not fix the problem for almost 1 hour talk.
Issue is $25 installation fee for 3 month not $75 upfront. (can't fix their own error)
$9.99 Equipment (the equipment is technician use to test the line with). I was told Only $25 per month installation fee and tax when I order the service. NO other charge mentioned.
I have my own router that way powerful than Frontier router but I still get $10 per month charge for not using it.
I need Frontier fix their problem promptly

Thank you!

We have been trying to cancel over a month. We were told to cancel we would need a pin, ss number or bday. We never setup a pin, our ss numbi don't match any of their records allegedly. Conveniently none of our bdays match either.

We were told twice now that they would mail a pin to us, yet they won't verify the address they are sending the pin to. The whole thing seems like a scam to prevent customers from canceling.

signed up to switch from ***. Order the internet 39.00 a month. My first bill never arrived and received a second bill which was 180.00. I started service on 1/6/2020 On bill was a 9.00 charge and they said company policy will not remove? Late fee for a bill I never received. Then there was a 75.004 install charge which I was never told about. What a scam. overcharge on bogus charges it if fraud.

I have called this company numerous times...in october of 2019 the amount was $9.66 amount subject to disconnection.the most recent call was on 12-11-19
Case #*** I was told it would take 24-48 hrs for statement to show "0" zero out
I went to the frontier location in pontiac to let them know I no longer wanted there services. I had the equipment with me I was told it was old and obsolete...I left it on counter...frontier is a prepay service...a month after I get a bill I call them and they say it shows phone calls and case numbers..this has been on going for over 7 months... I kept this last statement with the case #*** I was told 24-48 hrs to zero out. That the final statement was (0)... I already had a different internet company..please advise as to what else can be done..as I have stated..this has been over 7 months ago. They did not want equipment back I personally went to the office in pontiC il to return and terminate services

My county changed my address due to emergency service identification. I contacted Frontier 3+ times to try and change my address. The last time I was assured it was changed. Finally the mail service discontinued delivering to the old address (same house) and my bill was returned to them as undeliverable (to which they made not attempt to reach me). Finally, I noticed that I hadn't seen a bill from them and found out that I had a $9.00 late charge and overdue bill. In 20 years I have never missed a payment and when I found out the bill was overdue immediately paid it. However, when I contacted them to ask for a refund of the late fee there was no interested in working with me. The payment was not made because I did not receive their bill because they did not change my address. I have no control over their system or people. This late payment is no more my fault then it is theirs. Not to mention that I have been very forgiving on them not delivering on their promised with internet outages. I have made requests for credits because I didn't have internet when I needed it and they never credited me. In fact, with the speed of internet I get for the cost and promised delivery, I wonder if there is potential for a class action lawsuit against Frontier.

in early december I called to try to move my lndline service from my home in campbell hall to my new home in poughkeepsie. after an aggravating 10 minutes being jerked around from one rep to another,finally someone said she didn't think that you had service in that area. December 11 I purchased a *** phone and asked that I have my landline number ported over to them.I was told it would take 24-48 hours to complete.the follwing wednesday I got a call from *** telling me that frontier had a security block(which I was unaware of) which I had to release. called was informed by frontier that it was true they would release it would take between 2-10 day. the port went thru. I paid my bill as I have on time for the last 30years+. jan24 I received
Dear ***,
Your Bill Is Now Available
your current balance is $-30.62 . You do not need to take any action at this time, but we encourage you to regularly log into Frontier Online Bill Pay to view your billing history and review important customer notices.
Thank you for being a Frontier customer!
I called and the first rep said that my refund would be returned to me in a debit card and if I call this number they had all the information. I called they didn't. called frontier got a connection that sounded like 2 cans together. called back(once again annoying computer)got a rep who sent me to collections. kind lady there said it would take 3 billing cycles for me to receive a debt card. she said I could talk to supervisor "but would get same answer" she than asked me to be gentle with her supervisor.told her my experience (call this one,talk to this one)and that I was kind to her which she agreed. five minutes later no supervisor I hung up. if you sent me a bill and I told you that I would pay you in 3 billing cycle in canadian money would you be alright with that.I would like a check or the cash returned to my account asap.

My father unexpectedly passed away December of last year. I cancelled his Frontier account on December 18th, 2019 and was told I would be prorated for that billing period. In January of 2020 I received a full bill for the previous billing cycle. I spent over 3 hours on a customer chat line in which they finally admitted they had billed me for time past cancellation. They would not offer me a new bill and stated that I could pay the full bill and receive a credit in the form of a gift card mailed to me. I did not find this acceptable so over an hour later, they offered to let me pay the correct balance but without a new invoice. When I accepted this offer, the chat ended and I was unable to make a payment. Fast forward to 02/12/20, I received a past due bill for the correct amount stating that if I didn't pay by the 15th (3 days later) the account would be turned over to collections. The express pay option would not accept my payment, so I had to pay over the phone and incurred an additional $3.50 charge. I've spent over 4 hours now trying to cancel a bill and pay the remainder due on the account of my deceased dad. The customer service has been abysmal, the billing has been predatory and the overall experience has added unneeded stress to an already stressful situation. The people at Frontier have some serious soul-searching to do.

Do not sign up with frontier. I signed up at a *** with someone and now I am being charged almost $500 dollars for using them for a little less than 2 months. I signed up around the 5th of October 2019 and did not get service until October 31st 2019. They came out to the house and "hooked it up" in early October and then to my surprise I was shut off about 3 weeks later. Come to find out they had left all the equipment on in the other persons name before me. But now they are charging me for the whole month of October and I switched providers December 26th 2019. And I am still being charged. When I called them I had talked to one guy who said they would credit me for October but imagine my surprise when I get a bill and they didn't do it. I called back about 4 times more and on the last time I talked to them they said they were refusing to give me credit for the 3 weeks in October and now I get a bill today saying they are still charging me even though I disconnected at the end of December. FYI they also charged the other person for October and he paid it off so they are just greedy and have crappy customer service! You need less than one star!

Have had issue for several years and so did the people I purchased the house from. On 1/28/20 I was made aware that my phone was out(we had heavy rain a few day prior which causes that to happen)so after a week and a half of it still not working I called frontier on friday 2/7/20. They scheduled me an appointment for the following Monday 2/10/20 between 8a and 7p. Noone showed I have messages that say a tech is currently working and will contact you when done.
I've been told by technicians in the past that the service line coming across my property gets full of water which causes this problem. Makes me feel that because only 4 people are on that line that it's not worth the money to fix it

Acct number for this complaint for Frontier
I have been on a medical leave of absence for over 17 months needed to disconnect my basic cable and internet. I have no income. My service was turned off January 24th with a balance of 211.03. I called them the following day and requested service to be disconnected permanently that day. Also requested to send the bill of $211.03 that they stated I owed on that day. I also asked for boxes so I could return all equipment.
After spending 50 minutes on phone getting transferred to another person. They gave me a hard time about cancelling. After 50 minutes I had to make a final statement and hang up respectfully. Again stated send bill and boxes to complete my service.
I have proof on my cell phone bill that this call was made. Its been 18 days and still have not recieved boxes and bill.
I called Frontier 4 times today I put in all my codes DOB and last 4 digits of SS#. Automated voice response kept saying does not identify with account. Then I get transferred to billing and recording states billing service closed today. Also it stated I owed over 300 dollars which is incorrect.
I call BB to notify them. Next I will notify Department of Consumer protection. I am requesting once again for bill of 212.03 to be sent and boxes to return equipment

On October 24th 2019, Frontier was notified to transfer the internet service to the new residence. A service date in which a technician was to be there to hook up the existing service was given. A text was sent saying someone was there working on the service but no one ever showed up. Phone calls were made over the next two months trying to get the internet service transferred. Each time there were text messages sent stating there was a technician working on the service and no one ever showed. The language barrier with customer service is awful. All they kept saying is the current place residence is a congested area and too many people were using the servers and they were working to fix it. I kept explaining to them I have never had service at this residence because I moved in October and they were supposed to transfer it from my previous residence and they have yet to come and transfer it so there was nothing to fix. Finally in mid December, I got someone to realize the situation, by then they had messed up my account so bad and all the service tickets, I was told it couldn't be fixed and I would have to open an entire new account. Being without internet for almost three months, very frustrated, I said forget it and had it discontinued. I informed them I would not be paying for the three months of service I didn't receive. I called Charter the very next day and had internet service in less than 24 hours. Frontier is still sending a bill for three months of service I didn't have due to their incompetence which I do not think I should be responsible for. This company is very unprofessional and should not be allowed to charge people for services they did not receive.

On 1/8/20, I placed an order online for internet services. Someone came out on 1/9/20 in an attempt to install internet, but could not due to the fiber optic cord having been cut. Later the same day, I called the Frontier customer service line to set up an appt for someone else to come out to install a fiber optic cord, but the rep wasn’t sure how to set up that appt. A day or two later, I cancelled my order via text. This should’ve initiated a refund on the deposit in the amount of $54 that was billed to my card on 1/8/20. After waiting for some time, I called Frontier regarding my refund, I was told it would take 7-10 days. I waited and nothing. I called Frontier once again regarding the refund where I was told it had not been approved by another department and submitted again on 1/22/20. I called again on 1/29/20 to where I was told the submission on the 22nd had also not gone through. It’s now 2/11 and I called Fomtier yet again at about 9am this morning. I was told they couldn’t even look up any information because the company had gone through a transition of being sold when I had ordered services back on 1/8. It’s been over a month dealing with Frontier and them really not having a clue as to what’s going on. I just want my $54 back and immediately.

After almost 11 years of service with Frontier, my husband and I decided to cancel our service for irregular pricing. Everything we call there was an issue with our bill. After we called to cancel, we discovered our account was still opened and never canceled. I called again and I paid the last payment. Two months after I received an invoice for a disconnection fee. I have called and chat online to multiple representatives and they do not understand why their system is doing this. I call to ask for a supervisor and I always get that they're in a meeting. This is very disrespectful. I am disgusted by their policies and how exiting customers are treated. It seems that they do not care from beginning to end. Only when there's a "contract" involve. Perhaps the company and representatives need to take classes on ethics and ethical behavior. I'm on my 10th phone call attempt and my issue is still unresolved.

After numerous problems with frontier they finally sent a new box to us. A tech came to install and discovered frontier sent the wrong box luckily he had the box we needed in his van. He installed it and till this day DVR still doesn’t work. Needless to say, we had to return the broken box to frontier. We received the return box and label and took the box to UPS. UPS warmed us “save your receipt because frontier is known to say they never received the box.” So I saved the tracking receipt until I received a text from UPS stating my item was DELIVERED. I then tossed the receipt because I knew it was returned. TWO BILLING CYCLES LATER frontier charged me an additional $100 for UNRETURNED EQUIPMENT just like UPS warned me about. I am certain they have the returned BROKEN box as I have no reason for not returning or keeping a broken box. Aside from that the tech I spoke to told us we did not have DVR and told us to have it removed. So aside from being charged $100 for equipment I know that they have (rich Vizcaino executive relations told me this “I have located the Exchange stb tracking number.
I have all so located the return label and tracking number we provided. We you have a moment please send me your tracking number, so I can match them.”

I explained to him I tossed my receipt once UPS texted me saying item was delivered and asked him to just confirm that the tracking #’s he has were in fact returned. He stopped responding. I sent him the same question about 5 times and he will NOT get back to me.