Frontier Communications

Is there not a negative star option??? Frontier is HORRIBLE!
My TV service is not working properly, my internet is slow despite having purchased their top speeds and I've been on the phone with them for over 20 minutes because now my account is not "authenticated" despite the fact that I've been paying their bills for over 3 months and still have active service.
They need to be bought out or shut down!

I had recently moved and was shopping for Internet service. I saw the promotion for $100 *** gift card on Frontier's website for new customers who sign up for internet service in the month of December 2019. Instead of ordering online, I decided to call Frontier and order new internet service over the phone. I spoke with a nice sales rep who told me about the different Internet plans. I asked the sales rep specifically if they were honoring the $100 gift card promotion over the phone. He said they were not, however he mentioned that if I call customer service after placing the order, they would honor the gift card, no problem. He was completely sure of this when I asked him a second time and insisted I would have no trouble getting the gift card. The sales rep claimed "they honor it for customers all the time". At this point I considered hanging up and ordering online as it would be an extra step and a hassle to have to talk to customer service to get the promotion. Having already spent 15 minutes on the phone with the gentleman I decided to order through him so that he would get commission on the sale. As we were going over a summary of the first month's charges, he mentioned that aside from taxes, the only other charge would be a $10 per month charge for the wireless router. I agreed that this was fine. This is where the problems began. I was informed that someone would come out on 12/30 to run fiber to the house and again on 12/31 to finish the installation. I received a call on 12/28 from a technician saying that he was already at the house and wanted permission to access the yard. I was not home but gave him permission anyways. I thought this was unprofessional as I did not receive a call beforehand notifying me that they were planning to show up earlier. A different technician attempted to finish the job on 12/31, however there was an issue that necessitated re-running the fiber from the telephone pole. The technician said that they would be back but did not specify when. A whole week went by with no communication. I called Frontier customer support inquiring about what was going on with the installation. I spoke with 2-3 different support reps and I received differing answers. I also asked about the $100 gift card and was informed that they were unable to honor it despite the sales rep telling me that it would not be a problem. Had I known this I would have ordered the service online.The installation was completed on 1/13, two weeks after the initial planned date. I was without Internet service for 2 weeks when Spectrum would have completed the installation the same week, with no installation fees. To make matters even worse, I noticed that I was charged the first of 3 $25 "HSI installments" and a $9.99 equipment delivery and handling fee which completely contradicts what the sales rep had said about the first month's bill being $29.99 plus taxes and the router fee. I am extremely disappointed in the deceptive sales practices and lack of transparency displayed by Frontier Corp. I am considering switching to Spectrum.

On December 11th I contacted Frontier Communications regarding numerous problems I've had with my service and my billing. I was on the phone with the representative for over an hour. The gentleman issued several credits to my account and he assured me I would not have a bill for approximately two months due to the credits being issued. Now on January 30th my services were turned off. My daughter is a college student and had time sensitive papers due for school and I have a six-year-old autistic granddaughter living with me that uses the internet and TV. I contacted your office and they refuse to turn the services back on. They told me they would review the phone call that I made to the representative initially on December 11th but it would take up to 48 to 72 hours. I then contacted your corporate office Office of the President and I spoke to Nicole regarding this issue. I asked her if she could
please turn the services back on until she could review the call and we could discuss it. She told me I had to pay the bill but she would still review the phone call. She told me that the credits were denied due to not being able to find tickets or problem tickets for the issues that I was reviewing with that gentleman. I was not notified that the credits were denied. I paid the bill which consisted of overdrawing my bank account because I was not budgeting for this bill I was charged $10 to pay the bill over the phone and I was also charged more late fees disconnection fees and reconnection fees. This is absurd I'm very upset that this was handled this way I feel I was treated extremely unfairly when I spoke with Nicole she told me that it took so long to contact the office it was very unusual. It took so long because I had major surgery I had a double knee replacement and I had issues following the surgery however I wasn't contact with the office several times in between my call with this representative on December 11th. I would like to keep my service with Frontier I'm hoping this gets resolved in a timely fashion thank

I have tried talking to 6 people and have either been bung up on or those closed the chat. I paid a refundable fee of $45 two weeks ago to have a new account. The tech came out and gave us a new modem and laid a line down and my service is not working. If I cannot get the service the $45 was taken out for, I would like a refund of my money and they will not answer me.

I was on a promo deal for wifi internet at $20.00 (exact amount) per month which was to last into April of 2020. I moved exactly one block away and I called to have my wifi transferred to new address. This was September 19th, 2019. (My last day at my old address) I wanted to move into my new address on October 1st, 2019 and my wifi already be on &working. The 12 days in between me being out of old address and move in date of new address I went to stay with friends. On October 1st my wifi was Not working. I ended up calling 4 seperate times on 4 separate dates before my wifi was turned on October 8th, 2019. Each and every person I have talked to told me I would still be getting the $20.00 a month rate. I sent in a twenty dollar payment thru their pay by phone system the beginning of November 2019. When I finally received a bill it was for $80.00!!! AND EXACTLY 6 WEEKS FROM October 8th.my wifi was turned off with absolutely no warning at all. I have lost count of how many times I called and talked to someone (not to mention the numerous calls when I couldn't get thre). I have been told by every person I have talked to that it is 100% their mistake. I have been put on hold and then hung up on more times than not. I have been on the calls for an hour plus then the call turns to a dial tone. I get threading letters of being turned into collections.Last bill was $175.54 because they keep billing me every month for internet (wifi) service that I have not had since November 19, 2019. And because I did not notice that the bill was addressed to the person who lived in my apartment before I moved in...I opened that bill thinking it was addressed to me. That person is also being billed for all the same months as they have billed me for. They are double billing for a service they shut off and I dont know when the last tenant moved out but I moved in October 1, ?2019. I am not kidding when I say that I have made at least 30 phone calls from September 19, 2019 till present date. I even had a couple people call me. I'm always told that it is their mistake and everything would be straightened out. Yet they never turned my wifi back on, they continue to bill me every month, continue to threaten me with collections and/or league proceedings and double bill by billing the last tenant for the same months that they are billing me. It does no good to continue to call them as I am not getting anything other than a headache from pounding my head against the wall!!!

I went online to see if our address can get their internet service as they are almost half the price of ***. Their website said I was able to get 500/500mbp internet speed. Instead of finishing the order online I decided to call and make sure that we were able to get Internet because the year before they told me that “the parking lot was full”. He explained that at the time there was no room for me to connect so I should call back and try again another time. The woman this time said yes we get 500/500mbp at your address, ran a credit check and told me the installer will be there in a few days. On the day we were going to get the new modem installed the installer called and said actually your address is not hooked up to 500/500mbp, I can only install 15/5mbp. How could they let me go through the whole process and credit check without realizing? I called and canceled my order and the woman gave me no reason why that could happen. So now I have a credit check on my account for 2 years for no reason. This could have been avoided if they had realized from the start they couldn’t offer me what they are selling.

Company is a complete SCAM! The continuously add late charges to my account even though im paying on my EXACT due date. They aren't taking my payment until the 4 days later so they can charge me the fee. I have every single email of receipts and they still deny it and say that their charges are legitimate. Going with a new company in the AM and cannot WAIT to be done with these hacks!

Opened work ticket for service issues. When technician called on service day, I stated I had an appointment (until after 12pm) and wouldn’t be available in the ticket hours (8am-12pm) and we might need to reschedule. He said he’d look at the substation and to call him when available. He arrives at my house at 9:44am anyway, says he’s at my house and can hear someone. I had stayed home because my dog was extremely sick, and intentionally NOT called so I wouldn’t have to worry about the internet. My boyfriend was leaving my house at the time and asked him to leave. Jim refused, stating this was the ticket time (true, but I had informed him it wasn’t going to work). He just started arguing about it with him. He finally left after a verbal altercation, stating: “I guess you don't want any *** internet then.” My previously intermittent internet went completely out within 30 min of him leaving. He stopped at the box on our house, in our driveway, and at the end of our street. We now have an “Outage” that is being worked on, which showed up on the Frontier tool on his departure. I cannot open another ticket until the ‘Outage’ is resolved. I have 1 neighbor on a dead-end road. We both get Frontier and they are not experiencing issues. Jim stated he would send another technician yesterday when he left. The only contact I have had with Frontier since then has been ME calling customer service.

On April 3, 2019 I called in to Frontier Communications to start TV/Internet/Voice service. I was quoted about $125+Tax per/month for the package I selected by the sales representative. When I inquired about the approximate monthly tax, I was told it would be about $14 to $16 dollars a month; That would bring my monthly bill of about $141.
Around April 10, 2019 I received my first bill, which was due 4/29/2019, and to my shock I found that it was for $179.13 ($46.14 as monthly taxes). Immediately I called Frontier Communications Customer Service to inform them that the Frontier sales rep quoted me about $14-$16 for monthly taxes. At that point I was told by Frontier that I had been misinformed and they could not do anything for me. Frustrated with their dishonest representation of their products, I requested that my service be disconnected and my last bill be sent to me immediately. I thought that I would cut my losses at $179.13 and move on.
Around May 10, 2019, to my great shock and dismay, I received yet another bill, this time for $179.13 past due plus $171.08 as new charges for a total of $350.21. Needless to say, I immediately called Frontier Communications inquiring about what happened and why am I being billed again since I requested to cancel my service back in April 2019. Frontier Communications Customer Care representative denied receiving any cancellation order from me. Frustrated and angered, I requested to cancel my service immediately for the second time. When I inquired about the total amount due, I was told it would be $179.13 for first month and $171.08 for second month and $200 for cancellation fee. I asked about the $171.08 charge and I was informed that Frontier does not prorate and since I canceled after a month, they would have to charge me a second month. I told them I called in and canceled my service in April 2019 less than a month from starting my service. They insisted they had no record of that. Again I requested that my account be canceled and my last bill be sent to me and ended my call.
On May 28 2019, I called Frontier to inquire about my last bill and to my surprise my account was still not canceled. I re-iterated to Frontier That I want my account canceled and last bill sent immediately for the third time.
On June 10 2019, I received what I had hoped would be my last bill but to my frustration, it was yet another monthly bill for $350.21 past due in addition to $173.75 of new monthly charges, basically charges for service I did not receive. I called them and asked about my order to cancel my service back on 5/28/2019. The Frontier Representative confirmed that the cancellation was requested on 5/28/2019. I asked why I am being charged the $173.75 since you have a record of me ordering my service cancellation on 5/28/2019. I was told they will review my account and respond to me. At this point, I have a bill of $523.96 for a service I used for less than a month.
On July 10 2019, I received my Final Bill with yet new charges for $128.16 ($200 cancellation fee - $71.84 credit). Now I have a bill for $652.12 for services I used for less than a month. I called Frontier yet one more time to inform them that I would be liable only for the amount of $179.13 and offered to pay it to settle this account. They refused.
On 1/31/2020 I called Frontier yet one last time and I asked them about the cancellation date of my service. I was told 6/13/2019. It is documented by Frontier that I called 5/28/2019 to cancel but they canceled on 6/13/2019
I feel that I have been done great injustice and disservice by this company as my credit suffered a great deal. I request that Frontier Communications’ practices be investigated and the company be punished severely to prevent them from ruining honest citizens’ financial lives.
I am requesting that I pay $179.13 and Frontier Communications remove the collection account they opened against me.

I have been a customer with Frontier since 1992. The only phone/internet available in my area. Phone always had a hollow tone, learned to live with it. Had Frontier come out to always fix the phone. Now internet comes along. Never did a good internet connection. Have had Frontier techs come to the house. Always said it was working. I barely could get on the internet. Somedays after the tech would come, it would work but for the most part I have continually paid for an internet service that did not work. Since Frontier was my ONLY choice, I kept trying to resolve this issue. They would credit my account at times. As time went out the internet service got worse. I have cancelled my phone and internet services all together. I requested a refund as I feel I have been ripped off for years. I made a formal request, never heard back from them except a letter that will turn me into collections. I tried to get thru on my account on the internet without success now. I tried calling them but I can't get to anyone because they are telling me I need my five digit pin. I have a four digit pin. They will not let me discuss this with anyone until I have my five digit pin. So now what do I do? I have paid for years for internet services that do no work and now I can't even get customer service to speak to me without a five digit pin. The ongoing problem with Frontier to cancel was a major decision because they have corned the market so no one can get in. So we have no phone, no internet in lieu of paying Frontier for a product that does not work.

Frontier internet went out on Jan 29. I contacted them and went through troubleshooting with the phone rep. We could not resolve the situation, so we opened ticket for tech help on Jan 31, 1-5 pm. I received text confirmation on 1/29 and the morning of 1/31. However, Frontier cancelled my appointment without notification, after promising updates on the status via written text. I will be without internet from 1/29/2020 until 2/4/2020 at the minimum.

I signed up with Frontier's internet service in September. When I signed up I was told I would receive a year subscription for *** and a $100 *** gift card. Two months later, I had not received any information about either of the promotional perks, so I called and a customer service representative told me that I had to wait 90 days. I was compliant, and waited for 90 days to pass. I still had not received information, so I called and spoke to Erinn F, Executive Escalations for the Office of the President. Erinn ensured that she would look into the situation and call me back. I hadn't heard from her in a week so I called twice and left messages. She emailed me a day later and told me that I would received the *** subscription key in 48 hours. I still did not receive anything. She said this was happening for someone else and that she would get back to me when she had more information. I asked her to look into the gift card and she emailed me saying that she reviewed the call when I signed up and that I was not suppose to be offered the *** gift card because I did not qualify for it, but that she would credit my account $100, and that it would reflect on my next bill. I have received my bill and there was no credit applied.

I'm a disabled lady that lives in rural WI & depend on my phone to call out for emergency services. I have no physical means to get to my nearset neighbor. Frontier has NOT provided me with the RELIABLE service I signed up for, forcing me to go to another phone/intenet (P/I) carrier, not applying an out-of-service credit to my final bill (because I was no longer a customer), & not sending me my final bill (which has been requested 4 times). On 10-9-19 I had disconnect P/I issues, which they said had been fixed from the office. Week of 10-28-19, P/I issues again, which they said were fixed. I told them if this continied, I'd have to go with another provider. On 11-6-19 P/I both out & claimed to be fixed, but no internet. On 11-11-19 called Frontier & talked to Melissa, Juan, Karen, Jamie G (manager), & Mr. Y (manager). Set up 11-14-19 for tech to come to house to fix - ticket # 914-***.On phone with them 1 hr, 9 min. Tech was NO SHOW. Called back on 11-14-19 & THEY rescheduled tech to come on 11-15-19. NO SHOW again-ticket # 914-***. I rescheduled doctor appointments because they said I had to be home during this time. Called back & they said someone within Frontier had rescheduled me for 11-18-19, without notification to me. I had to reschedule appointments again. Talked to Lauren in Customer Service, who told me I would be getting $75.50 credit for non-service time. On 11-18-19 tech came to my home, listened to the dial tone on my cordless phone, did NOT even check the internet modem, was here 10 min & told me things were fixed. Nothing was fixed, P/I still going in & out. I told tech I NEED reliable phone service to call out or I'm going to have to go with another carrier. No resolution offered. Called new P/I provider that day, installed 11-21-19. My phone # ported from Frontier 12-5-19 & Frontier service canceled & final bill requested on that day. The week of 12-16-19 I called Frontier regarding the $75.50 credit & was told it could take up to 30 days, that it was 'in review', & I asked for a final bill again. I was on this call for 1 hr 10 min & was then disconnected. I still had not received a final bill, either by mail or e-mail, even though I have lived at the same address for 30+ years, and have had the same e-mail address for over 20 years. I also had my Frontier bills set up to go to my e-mail, but have not received ANY bill since disconnecting my service. On 1-17-2020 I again called Frontier & spoke to Matt in New Sales & he told me I owe them $160.74, & he e-mailed me a PDF of this bill, so they still have my e-mail address, even though they never sent my final bill. I should not have ANY bill with Frontier, not asking for the credit they promised me, just no bill, as I had no service with them during the time they are claiming. I was also told I would receive reliable service when I signed their contract, but that was not provided, forcing me to stop my service with them, mostly for medical reasons. Frontier is also charging me $100 early termination free, when they broke their contract to me by not providing me with dependable service. I was a Frontier customer for over 20 years & feel that they broke our contract, as they stopped providing me with the dependable service listed in our contract & offered no resolution. Please help me with this.

Being charged for services not provided. Sent wrong box, and service continued to not work. Charged late fees after being told the charges would be taken off. I have tried to contact them dozens of times regarding my bill and have been on the phone hours only to be given to the next "higher up" then eventually hung up on (which just happened today). I have tried contact via email as well as asking for a bill breakdown and none of it was ever done.

I ordered Frontier Communications internet service in November 2019. The service was for a location that previously had service and had existing hardware. The internet started working on the existing equipment. On my first bill, I was charged $75 for "Technician Installation" and $9.99 for "Equipment Delivery & Handling" for a total of $84.99. No one from Frontier came to the house, no installation was done and no new equipment was delivered or installed. I contacted Frontier and filed a dispute (***). I paid a portion of my bill but not the $84.99. Frontier never contacted me. I followed up in early January and was told there was no resolution. I called again on 1/30/20 and was told that my claim had been denied. I was never notified by Frontier that my dispute had been denied. Each month, I have paid the portion of my bill related to the service but have not paid the disputed charges or the associated late fees.
I inquired with Frontier customer service as to how they could charge for new equipment and its installation without doing the work. I was told it was the way their system was setup and they were not allowed to give any credits or override it. I was told that no one had authority to reverse the charges. They left me with no avenue to resolve this issue.

I cancelled my service in January and paid my bill for the January billing period. I was sent a bill for February even though my service was cancelled and bill was paid before the new billing period. I have a confirmation email saying my services were terminated and that my balance was $0. I called and it took 2 hours to talk to someone who tried to tell me that I would still have a bill for February, which makes no sense.

Installation of my internet service by Frontier third party contractor did a poor installation and create a mess and damage to exterior and inside the house. Also removed and take all equipment from previous provider and cut their cable bored underground.
I call Frontier on same day and complained about unprofessional installation and not having the internet service yet. (They didn't do a test and finished everything in 20 Min.
The costumer service told me that they credit me the installation charge in next billing cycle.
Also in my promotional sign up there was a $100 credit card and one year free of *** prime be awarded after 6 month of good standing.
On my yesterday Jan 1st 2020 conversation with Heather( Frontier supervisor) find out they don't want crediting the installation service charge and honoring free *** prime service.

I am a current customer of Frontier Fios internet. I signed up via a representative coming door-to-door in October 2019 and had service installed in November 2019. I have had two issues since then. The first is that someone on their end created my account with the wrong email address (it is correct on the paper form I filled out). Because of this I was unable to create an online account to login. I could not pay via mail because they auto enrolled me in paperless billing. After calling in and being told the issue was resolved, I was still unable to create an online account until I called again and another customer service representative attempted to fix the issue. Despite the fact that they admitted it was their mistake and they provided me no way to make a payment, they will not remove two late payment fees of $4.80 each.

The second issue is much more frustrating. I have a signed order form I filled out in person that states I am entitled to a $100 *** Gift Card and 1 year *** membership because I opted for a contract. They will not honor the agreement because they claim the promotion ended on 10/6/19, but my agreement is dated 10/2/19! The have said they will not hold me to the contract, but I already paid a one-time fee $75 for installation, which they talked me into because they said I could use $75 of the *** Gift Card to pay for it.

Frontier communication is charging us for phone calls to Rwanda for $532.00 plus late charges plus turning on a phone system when it was on seasonal hold and charging us for that service even though the account was on Seasonal Hold. WE are canadians who Put our phone, internet and T.v. on seasonal hold from April to Oct for the last eight years. Frontier has sent our bill to collections and refuses to talk or communicate with us. I have sent letters to both Frontier and the Collection Agency and talked to at least 10 agents. They refuse to listen. We have all the doucementation to show we did not make the calls. We need to have the billing reversed and they actually owe us money.

We set up an appointment to have them come and install internet between 8-12. At 3:00 when we had not heard from then. We called and spent the next hour and a half be transferred from one person to the next. Every person giving us a different excuse. The last person we talked to told us our order was canceled and the equipment was never sent. They next available day was over a week later, we asked if they simple could drop the equipment off and we would install it our selves. We were told no one was available to do that for us. I would think after completely screwing up our installation the least they could do it have someone drop off the equipment. I feel that since they are really the only internet provider they can treat people like crap....because there is no where else to go.