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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We have had horrible customer service and awful internet service with Frontier. I contacted them 1/3/2020 to put our account on vacation mode after a month and a half of not using the service. I was told my bill would be adjusted to $18.60. I called 1/14/2020 because I was billed $48.99. After talking to 4 people, hung up on 2 times, and being told I was told wrong on 1/3 I told the costumer service rep to cancel our service that I wanted it ended 1/14/2020. He went through several steps and said it would be discontinued as of 1/14/2020. He said to pay the $48.99 and we would receive a refund in February for the overage charge (supposed to be $18.60. I paid on 1/14/2020 I was also told he put a note on the account to not charge a late fee for the 1/14 payment. I received an email right after our last conversation on 1/14/2020 with an estimated bill for $100.59. This included charges for frontier service and vacation during the same timeframe. I then received a bill for over $80. I chatted online on 1/22/2020 and was told we were billed $39.99 for vacation mode and our account was reinstated 1/14/2020 and billed the monthly fee plus a late fee. The rep said he could not cancel our service and I needed to call a different department. I called and they were not accepting calls. I went back to the online chat and received a message it was discontinued due to inactivity.
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 is
disputing charges on her Frontier bill. Ms. further states
that her January bill should have been $18.60 and the February bill should have
been a refund not a bill for over $80.00. Frontier has investigated the above
statements and offers the following response:Frontier advises an order was placed on
January 3, 2020 to put Ms. on vacation service. An order was
subsequently placed to remove the account from vacation service on January 14,
2020. The Stotler’s changed their mind and requested to have the service
disconnected. An order was placed to disconnect the service on January 23,
2020. Frontier has issued an
adjustment for the February 2020 bill statement in the amount of $84.66. When the February 2020 bill
statement prints there will be a broadband processing fee billed in the amount
of $9.99 that Ms. will be responsible to pay. Frontier spoke with Mr.
Stotler on February 4, 2020 and advised of the above. Mr. and advised
of the above. Both Mr. and Ms. have been provided direct contact
information should they 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
Frontier Communications was contacted for new internet services in our home on January 14th with Install expected to take place in the morning of January 21st, between 8-12 am. No one showed up. I contacted the company who denied the payment I made of $139.00. I spoke to 5 different people, each of which denied my payment, of which I still have record of with my financial Institute. They were sent a copy of the financial Statement from the ***. They still refused to acknowledge payment. I have been robbed by the company 139.00 of which I have record that will hold up in court. In addition, I was forced to take a day off work to be home for their services they never delivered nor notified me of NO INTENT to install. They now want me to pay a second time and take a second day off work, to accommodate their mistake.
Nature of Complaint:
Frontier Communications was contacted for new internet services in our home on January 14th with Install expected to take place in the morning of January 21st, between 8-12 am. No one showed up. I contacted the company who denied the payment I made of $139.00. I spoke to 5 different people, each of which denied my payment, of which I still have record of with my financial Institute. They were sent a copy of the financial Statement from the ***. They still refused to acknowledge payment. I have been robbed by the company 139.00 of which I have record that will hold up in court. In addition, I was forced to take a day off work to be home for their services they never delivered nor notified me of NO INTENT to install. They now want me to pay a second time and take a second day off work, to accommodate their mistake.
Frontier has investigated and found the following:
*** established service on May 5, 2015. He disconnected Frontier service on December 6, 2019.
Mr. billed $10.99/Frontier Secure, $49.99/Broadband Ultra, Dish Network charges plus taxes and surcharges monthly.
For the past 12 months, the following payments were applied to Mr. Frontier account: 12/11/19 ONLINE DEBIT CARDS $35.94
11/9/19 ONLINE DEBIT CARDS $175.00
10/8/19 ONLINE DEBIT CARDS $250.00
9/7/19 ONLINE DEBIT CARDS $100.00
8/3/19 ONLINE DEBIT CARDS $175.00
7/10/19 ONLINE DEBIT CARDS $175.00
5/14/19 ONLINE DEBIT CARDS $138.24
4/11/19 ONLINE DEBIT CARDS $314.18
2/9/19 ONLINE DEBIT CARDS $200.56
12/12/18 ONLINE DEBIT CARDS $128.24
Mr. final Frontier account balance is $0.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
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.
The information recently presented in the above response was accurate in that it did address services received in 2019 and prior. THAT IS NOT THE ISSUE AT HAND!!!!! When I asked for disconnect, we were trying a new service provider that has not been able to provide the services they said they could provide. Due to their inability to produce what they had promised in the sale, we discontinued their service and attempted to return to Frontier Communications. THAT IS WHAT THIS ENTIRE COMPLAINT IS ABOUT!!! They charged my account 139.00 on January 14th. I have the documents, which I have presented to both Revdex.com as well Frontier communications. I also shared the email I received with agreed install date on Tuesday January 23, between 8 am and 12 noon. I was forced to take the day off, per their requirement and they never showed for install, nor return of the money I had given them, even though they continue to report that no payment was made. I have emailed the transaction from my financial institute to the email address they requested. They still refuse to acknowledge they charged my account 139.00 and insisted on my missing work for their install they failed to deliver. SO NO!!!!!! I WILL NOT ACCEPT THE RESPONSE GIVEN BY FRONTIER COMMUNICATIONS presented on January 26, 2020.
Regards
Complaint Source: Revdex.com Reference #:***
Nature of Complaint:
Frontier Communications was contacted for new internet services in our home on January 14th with Install expected to take place in the morning of January 21st, between 8-12 am. No one showed up. I contacted the company who denied the payment I made of $139.00. I spoke to 5 different people, each of which denied my payment, of which I still have record of with my financial Institute. They were sent a copy of the financial Statement from the ***. They still refused to acknowledge payment. I have been robbed by the company 139.00 of which I have record that will hold up in court. In addition, I was forced to take a day off work to be home for their services they never delivered nor notified me of NO INTENT to install. They now want me to pay a second time and take a second day off work, to accommodate their mistake.
Frontier has investigated and found the following:
*** established service on May 5, 2015. He disconnected Frontier service on December 6, 2019.
Mr. billed $10.99/Frontier Secure, $49.99/Broadband Ultra, Dish Network charges plus taxes and surcharges monthly.
For the past 12 months, the following payments were applied to Mr. Frontier account: 12/11/19 ONLINE DEBIT CARDS $35.94
11/9/19 ONLINE DEBIT CARDS $175.00
10/8/19 ONLINE DEBIT CARDS $250.00
9/7/19 ONLINE DEBIT CARDS $100.00
8/3/19 ONLINE DEBIT CARDS $175.00
7/10/19 ONLINE DEBIT CARDS $175.00
5/14/19 ONLINE DEBIT CARDS $138.24
4/11/19 ONLINE DEBIT CARDS $314.18
2/9/19 ONLINE DEBIT CARDS $200.56
12/12/18 ONLINE DEBIT CARDS $128.24
Mr. final Frontier account balance is $0.
Update:
Mr.’s new account was established on February 7, 2020.
A Frontier agent called and spoke with Mr. and he advised that he paid a deposit in the amount of $139 and the money had been credited to him.
He was concerned with a tech visit which was scheduled for February 7, 2020. Per Repair Ticket #86050630, Mr. called on February 3 and a ticket was created to have a technician routed out to install service. The installation was completed on February 7 of which he installed 2 Wi-Fi extenders for Frontier internet service connectivity. The ticket was marked as complete and issue resolved.
Mr. currently bills $27.56/Residence Line, $17.43/Internet, $10/Router plus taxes and surcharges monthly. He purchased $75/Wi-Fi Extender.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
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
I received an "early termination" charge of $488.89. when I initially setup the account I communicated via email only and have asked if there was a contract to sign for anything and was told "NO". When I terminated service with Frontier I was told there was a "Verbal Contract" binding me to a one year term. there has never been any verbal commitments on my end thus voiding any early termination fees. Frontier has now given the account over to collections.
The customer is disputing the Early termination charge & would like
Frontier to remove any & all Early termination charges.Also discontinue with the collections. Frontier has investigated the above statements and offers the
following response:The customer was entered into a 1 year verbal commitment with
Frontier however because the customer is denying the 1 year commitment Frontier
Collections has agreed to waive the early termination fee’s the discounts that
were provided from September 5, 2019 to December 2, 2019 will be removed. The
credit adjustment is $354.14 & the remaining balance owed to First
Collections Services is $134.75.
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
TLDR:
This company has the worst possible customer service I have ever experienced. Spent 8+days and 8+ hours on the phone and still can not get the internet setup.
Now long one:
Around 9 days ago I called their customer service and got the new order started for my house internet. Then representative asked me to do positive ID verification (basically download the form fill out get notarized and send to them). I did that sent both their email and FAX. Waited for two days, no response. Called and rep for 30 mins were not even able to find the account, asked whole bunch of questions, put on hold for two/three times for 10-15 mins, finally found it and said you know what we did not get the POSID and that department is closed, call in tomorrow.
Called in tomorrow, again the same thing representative can not find the account, asked tons of questions and the same we did not get the POS ID, please send again. OK FINE, did again, and wait for two days. Still nothing.
Called, and with again one hour on the phone got the install setup for the next day. Stayed at home, surprise nobody showed up, called and they said you know what $54 deposit was missing thats why :) I was like whaat? OK FINE, not gonna argue why is that here is the credit card take that $54. So they did, and got another magic answer, like the tech department closed call in tomorrow to get it scheduled. Called, and whoala the same thing rep can not find the account, then offered to do all over again as something is busted with the system, did again and again the same thing, asked to send POS ID, did again on email and fax and again asked to wait. Then called again, they said system might not like you lets do on your wife's name, I am like OK FINE. DId that again the same thing. Called next day, they said that's wrong lets dismiss that and create new one on your name, DID that again. Then asked to wait until the morning as the scheduling department is closed. Called next morning after an hour of wait on the phone they hang up on my, called again "GOT APPOINTMENT SETP", magic right? Then somebody called from Frontier and said now you have three different accounts, I said that only one should be active. Cancelled the other two, and asked that I did not get the confirmation email for the technician, and they told me because nothing was scheduled, oh really?
And asked to wait for 72 hours :) So alltogether no customer support or whatsever.
Thank you for referring the
complaint of Artur
*** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
states that he signed up for Frontier service more than a week ago and
since then has been unable to schedule installation of services due to
issues with a POS ID form. Mr.
states that he has filled out the required form and sent it to Frontier
multiple times, however each time he calls in he is told the form is still
needed. Frontier has investigated the above
statements and offers the following response:Frontier advises that we were able to work with Mr. directly to have the POS ID form processed and approved, and installation of services was scheduled for 1/25/2020. Frontier records confirm full installation was performed on 1/25/2020. Frontier confirmed with Mr. directly on 1/27/2020 that the service has now been installed, and that cause for complaint has been resolved. 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.
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
I signed up for Frontier in July 2019 while they advertised a promotion for a year of free *** and a $100 *** gift card. I read the fine print regarding the qualifications of being a customer for 90 days and making my payments on time to be able to qualify for this reward. When I didn't receive any information about how to redeem the promotion I reached out to Frontier about any next steps I needed to take. The representative that assisted me assured me that I just needed to wait until the end of the month and that I would receive an email with information about how to proceed. When the email never arrived I reached out to Frontier again. The associate assured me that the email had been sent out and gave me a link to a website to assist me with my *** claim and a website and phone number to help with my *** reward. All of those resources led to dead ends. I reached back out to Frontier and spoke with a new representative regarding my issue. She also confirmed that the email with instructions on how to redeem the promotion had been sent to me but she was unable to verify the date it was sent or resend the information it contained. She gave me different phone numbers, one of which was to the Frontier Reward center. After speaking to an associate there I found out that no email or letter regarding how to claim the promotion was ever sent to me. The two associates I spoke to yesterday were extremely deceptive in their conversations with me and I feel that they purposefully misled me so that they could end the conversation and have other departments deal with my issue. It is unfair that Frontier advertises promotions that they have no intention of honoring when their customers call in.
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. advises that she has not received
the *** or the *** Reward card promotion from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
provided Ms. with the promotion code for the *** Subscription.Frontier
advises that Ms. will not be receiving the *** Reward Card as the
account does not have the require products to qualify for the promotion.Frontier
has provided a courtesy adjustment on Ms.’s account. Frontier
spoke to Ms. on February 4, 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 find that this resolution is satisfactory to me.
Regards
Customer service is unable to locate, troubleshoot or service my account. The technical support team was able to locate me and gave me insight into the transition frontier is dealing with.
My service continues to be interrupted, I have only had service since 1/9, my internet continues to disconnect and Customer Service noted my account has not been created properly. The technical support team told me how to have Customer service find my account by directing me to tell them to use the BTI system. Once I used this name for customer service, they found my account but they were not able to service it due to a system update on their side. (This is the 8th or 9th time I call) and every time they are having a system update. The rep refused to transfer me to a manager an disconnected my call after 2hrs and 6mins of me.dealing with them. My issue and billing have not been resolved.
I am a seeking a full activation of my account with a credit of $141.00 due to lack of service activation, lack of customer service attention and lack of technical support. The service I have received is a shame.
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.
*** states that Frontier services were installed on 1/9/2020, however
has continued to experience inconsistent internet connection and slow
speeds despite multiple attempts to resolve with Frontier Technical
Support. Mr.
*** states that each time he contacts Frontier for assistance, he is
told his account cannot be located. Mr.
*** is requesting account credit in the amount of $141.00 as
compensation for the service trouble as well as the poor Customer Service
experiences. Frontier has investigated the above
statements and offers the following response:Frontier account review confirms Mr.’s services were activated on 1/9/2020 via a full installation performed by a Frontier Technician, who noted the service working before marking the order as Complete.Frontier is aware of the system issue regarding locating Mr.’s account upon contact and is working towards a solution as quickly as possible.Frontier has responded to each report of trouble on Mr.’s account. Each trouble ticket was resolved with no issue found, though routine maintenance was completed for the good of the service.In this instance Frontier has issued a $25.00 courtesy credit for any interruption Mr. may have experienced, which will reflect on Mr.’s 2/10/2020 billing statement. No further credit is 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 added internet to my home address (***) a little over one month ago. I was told someone would be at my house during a four hour window. I took a half a day off work and nobody showed up. I called in the middle of my four hour window and informed them nobody was here and I was assured they were on their way. I called back at the 3.5 hour mark and was told they were on their way, they never showed up. A few days later they happened to arrive when my wife was home. The work was completed and we had internet for a few days. Apparently, when they hooked us up, they knocked our neighbors down the road out of service. When they came back to fix the neighbors, we were then knocked out. The technician made a comment to my wife like "what do you expect me to do, the wires are almost 40 years old." They are Frontier's wires, not ours! When I established the service I asked for online access. The lady that helped me said I needed to wait for my first bill to get a pin number off the statement. She suggested we link my home address with another building we have internet service at with Frontier. I told her that was fine but asked her to use my home address for the billing and statements. She used the address of the other building (*** Road) and we don't get mail there which I told her. After a few weeks of spotty service, we lost all internet. When I called a few days later I was told our service was disconnected due to no payment. That's when I was told they were sending the bill to the wrong address! I paid what I needed to at the time and was told our service would be restored. It wasn't for five more days. When I called in on the fourth or fifth day I was told whomever I spoke with a few days earlier never "reactivated" my service. This representative swore we were "good to go." I gave it a few more days and nothing. When I called back yet again I was told that our service had been restored! I told them they were wrong and after over an hour on the phone I was told someone would need to come back out to my house and I'd need to take another half day off of work to be there. They were scheduled to come out a few days later. I got a text that said the tech was on his way. I went home to meet them and started getting texts saying the tech was at my house. I responded that they weren't (i was sitting in my driveway) and after waiting 20 or 30 more minutes I went into my house and retrieved my modem/router. I left it on my front porch with a note saying we no longer wanted service with this company since they cannot provide a consistent product at our home and their service is not good and we don't have any more time to waste on them. Oddly enough, I have their internet service 1/2 mile down the road from my home and have had good luck and good service at that address but the home address has been a complete goat rodeo. Once I received the bill (someone at Frontier finally emailed it to me) I updated my billing address on their website. Tonight I look and it's back to the address we cannot get mail at. I have yet to receive a single piece of correspondence for either of my service addresses in my mailbox at my home. I also called back and asked Frontier to "split" my billing so I could keep *** Road separate from my home since I was happy with that service. The person I spoke to on that call couldn't figure out how to do that and told me they would call me back. Guess what....they never did. I've been lied to over and over by Frontier. I also pay for their internet service at my office building. We spend almost $400 a month with them at our office and it seems to mean nothing.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that he has been billed for Internet service that has not worked and Frontier missed the appointment window multiple times with no notifications.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the missed commitments experienced by Mr..
Frontier advises that Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, and distance from Frontier’s equipment, among other things.
Frontier also advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Mr.’s location is over 15,000 feet from the nearest Frontier serving node.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’s area at this time.
Frontier applied a credit adjustment to Mr.’s account for the Internet and installation charges. Please allow 1 to 2 bill cycles for the credit.
Frontier advises that Mr. has terminated his account.
Frontier apologizes to Mr. for his customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
Frontier spoke to Mr. on January 22, 2020 and advised of the above information and provided direct contact information via email.
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 cancelled my Frontier internet service effective 10/21/19. My account was on auto payments. On 10/28/19 Frontier withdrew $58.99 from my account. I have received statements on 12/4/19 and 1/4/20 stating that Frontier owes me $49.99. I called in December and was told that in January I would be receiving a Visa gift card for the balance. I then received the January statement and no refund. I called again when I received the statement and I was told that it would be another 11 days before anyone could open and investigation. I have also been told that it takes up to three months to receive credits back and that there is nothing anyone can do because of the system limitations. I had an additional email conversation with someone at Frontier and still received the same dead end answers. Three months is entirely too long to wait for them to credit back the money that they clearly show they owe me.
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:
-Mrs. states she is to receive a refund from Frontier in the amount of $49.00 and was advised she would receive it by end of January.
Frontier
has investigated the above statements and offers the following response:
-Frontiers records
show the refund was sent out on 01/07/2020 and takes up to 14-21 business
days. Refund should be received no later than 02/05/2020.
We
trust that this information will assist you in closing this complaint. We
apologize for any inconvenience that Mrs. 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 find that this resolution is satisfactory to me. The credit was finally recieved.
Regards
Signed a 2 year contract with them as they offered $100 *** gift card and *** free for one year as long as you have service for 90 days and pay your first bill. Their website states you will get an email after the 90 days to redeem these. I have passed my 90 days and am in good standing with this. After many phone calls, I am being told that I will get my gift card in 12 working days (told this by Jeff-***). We will see if this happens. Jeff then told me that because they did not note on my account that I wanted the *** offer that I cannot get it. I don't think it's my fault that someone didn't "note" something for me that THEY offered. Below is a screen shot of the offer I signed up for on 10/13/19.
I just go an email from Frontier, offering 500/500mMpb internet speed + $100 *** REWARD CARD + 12 months of *** for $39.99.
Yes, you have to sign a 2- year contract.
Not sure how widespread this offer, but it's definitely better than the one posted for 100Mpbs, for same price.
Max wired speeds as fast as 500/500 Mbps for only $39.99/month for 24 months. Actual and Wi-Fi speeds may vary. Installation, Equipment fees, Internet Infrastructure Surcharge, taxes & other fees apply. Services subject to availability and all applicable terms and conditions.
Steady connection - Ready when you are.
No data caps or usage limits - Connect as much as you want, when you want.
Simple pricing - Get our everyday low price for Internet service right from the start.
Unlimited tech support - We're here to help, 365 days a year.
Terms and conditions from the email:
Other monthly fees, equipment charges, taxes, and governmental and Frontier-imposed surcharges also apply. Your final bill may also include pro-rated charges associated with your final partial month of service.
[1] UP TO $100 *** REWARD CARD + *** OFFER: $50 *** Reward Card + *** Offer: Must subscribe to a two-year agreement with maximum $150 early termination fee on new qualifying Voice service and new Internet service with maximum speed range of less than 500 Mbps. If customer cancels the required service during 24-month term agreement, early termination fee applies. $100 *** Reward Card + *** offer: Must subscribe to a two-year agreement with maximum $200 early termination fee on new Internet service with maximum speed range of 500 Mbps or faster. If customer cancels the required service during 24-month term agreement, early termination fee applies. *** REWARD CARD REDEMPTION REQUIREMENTS: Customer will be sent notification letter with redemption requirements. Customer must redeem reward card w/in 75 days after notification letter mail date. Reward Card(s) delivered within 3-4 weeks after redemption to customers who maintain qualifying eligible service(s) for minimum of 90 days after installation date and who pay first bill in full. Card expires at month-end 6 months after issuance. No cash access. For cardholder agreement, go to rewardcenter.frontier.com/myreward/agreement/FSV.pdf. Frontier Reward Card issued by ***, pursuant to a license from *** U.S.A., Inc. *** REDEMPTION REQUIREMENTS: You must redeem your promo code and agree to the *** Terms & Conditions to qualify for *** membership. Your *** membership automatically renews for the membership fee in effect at the time of renewal plus applicable taxes. You may cancel at any time by visiting Your Account and adjusting your membership settings. Valid credit card required at time of registration if *** does not have one on file. Promo code cannot be transferred or resold. *** has a value of $119/year. For more information about ***, visit ***/***.
[2] Multi-Device Security included for 12 months. If customer cancels Internet service during first 12 months, promotional Multi-Device Security, subscription also ends. After 12-month promotional period, promotional discount will end and then-current rate will apply to Multi-Device Security, unless you call to cancel Multi-Device Security. Frontier does not warrant that the Multi-Device Security, service will be error-free or uninterrupted. Requires Internet access service. Monthly price is for up to 10 devices. System requirements: PC: Windows 7 or later (excluding ARM-based tablets). Mac: 10.8 or later. 1GB memory or greater for PC and Mac. Smartphones and Tablets: Android 4.0 or later and iOS 6 or later.
Maximum Internet speed is not available to all locations and may not be available at your location. Actual Internet speeds vary and are not guaranteed. Other terms and conditions included at https://frontier.com/terms and Frontier's Acceptable Use Policy apply.
https://frontier.com/order-online/address
https://frontier.com/
The Complaint states that:Mr. advises
that he has not received the *** gift that he was offered when he
ordered his Frontier service. Frontier has investigated the above statements and offers the
following response:Frontier advises that
we apologize for the inconvenience this issue is caused. Frontier advises that
the *** offer available to new Frontier customers, was available
through October 6, 2019. Mr. placed his order for service on October 14,
2019. Unfortunately, we did not have the *** offer at the time of his
order. Frontier advises that
we spoke to Mr. regarding his complaint on January 22, 2020.
Called Dec to try lower price of service and upgrade internet. Service upgraded 27 Dec 2019. Since then internet constantly dropping. Opened multiple tickets with Frontier. Techs have replace router 3 times. Change power supply on ONT and placed old *** ONT. Now not only internet issues but cable not working. Called again and no tech till tomorrow
A review of the Service ticket shows this customer is scheduled for a visit TODAY 1/21/2020 before 3pm. I have contacted the escalated Dispatch team at aprox 1130 today to verify the ticket date and time. Dispatch has confirmed a tech is scheduled for this customer and is aware he is expected by 3. There always remains a chance that the prior job runs late
I canceled Frontier's internet service and they continued to bill on autopay. So I canceled my credit card to try and stop the payments even though my service had been disconnected. On Sept 26, 2019 I received a letter stating that my past due amount was being sent to collections, again because they refused to stop the autopay.
I called again on 10/1/2019 and the agent said that this would be handled and there would be no payment required, and today 1/20/2020 I have a notice from a collection agency. .
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. is disputing a bill for service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his billing cycle.
Frontier advises that the charges are correct and cover service charges for the August 1st bill cycle.
Frontier advises that Mr.’s account was disconnected on August 23, 2019.
Frontier spoke to Mr. on January 21, 2020.
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.
Landline phone service is terrible. History of line buzzing, dead line and repairs. Customer service is horrid through automated system that drops calls and sends you on wild goose chases. Technician admits hardware is in poor condition. Why is this business allowed to operate as a utility? It's terrible. With few hardline customers there is no business incentive to serve rural communities. Non issue if the cell network was reliable , but is not an option. Oregon... please look into rural fiber coverage. We are underserved!
Thank you for referring the complaint of Mrs. to our office for review. We appreciate Mrs. bringing this matter to our attention.
The Complaint states that:
• Mrs. states she has reported multiple service issues with her voice line and the trouble is still not resolved.
Frontier has investigated the above statements and offers the following response:
• Records indicate that Frontier repaired Mrs.’s voice service each time she reported trouble. The most recent trouble ticket was reported on January 20,2020 and repaired the following day.
• Frontier has made several attempts to contact Mrs. and left a direct contact number. If there is any additional trouble, she should contact repair directly.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs *** has experienced as a result of the above matter.
Sincerely,
Frontier Executive Relations
Contacted Frontier Communications in November 2019 regarding increase in bill. Indicated because I did not have a “contract”. Had entered into an agreement with Frontier for 1year effective January 2019. Price extended for only 10 months. Offered a $10.00 reduction in service if entered contractual agreement for one year. Agreed to price of $70.00 per month. Received new statement 1/20/2020 without change in rate, billed for “service charge”, and billed an additional $2.67 for service that had already been paid. Contacted Frontier 1/20/2020 regarding issues with billing statement. Indicated I had requested an “upgrade” to my service, however they had no “notes” regarding my call. I did not ask for an upgrade, did agree to a 1 year contract for $70.00 plus applicable fees. Frontier has no record of our contractual agreement. Double charged for services from 12/18/2019 - 12/24/2019 and service charge of $21.00.
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 Frontier Frontier has investigated the above statements and offers the following response:
Frontier has agreed to offer Ms. a double play with phone and internet for $70.00 plus taxes and surcharges for 12 months.
Frontier has issued a onetime adjustment on the account to cover the $10.00 charge, $21.00 service fee and the $2.67 proration charge.
Frontier spoke to Ms. on January 22, 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.
I called on Dec 20th to see if they had services at my current address. They did not. I requested to cancel. I've made several phone calls since Oct 2019 when it was installed. It never worked correctly, they had me on the phone with tech support for hours and days on end until a technician came. He couldn't fix it so ordered a new modem. During this time, I paid over $106 for service I couldn't even use, 1st of all. 2nd, I only got a credit of $24 "for the inconvenience" and I've spent countless hours trying to even find my online payments! Then, they bill a month in advance so even though I cancelled on the 20th because I was moving, my bill cycle convienently ends the 21st. I spent several more hours, from my new address, arguing the fact that I don't owe. They claim they have no records of my request to cancel. They want me to pay for another full month, even though I don't have their service as of Dec 21st. I was td by a supervisor, after 1 hour 54 minutes, that, even if I cancelled on the 20th, I still owe a full month because of the cycle dates! EXCUSE ME?! That's nonsense. I'm not paying as I cancelled the 20th. It's not my fault that these are the ONLY notes they don't see.
Thank you for referring the
complaint of Monique
*** to our office for review. We appreciate Mrs.
bringing this matter to our attention.The Complaint states that:I called on Dec 20th to see if they had services at my current address. They did not. I requested to cancel. Ive made several phone calls since Oct 2019 when it was installed. It never worked correctly, they had me on the phone with tech support for hours and days on end until a technician came. He couldnt fix it so ordered a new modem. During this time, I paid over $106 for service I couldnt even use, 1st of all. 2nd, I only got a credit of $24 "for the inconvenience" and Ive spent countless hours trying to even find my online payments! Then, they bill a month in advance so even though I cancelled on the 20th because I was moving, my bill cycle convienently ends the 21st. I spent several more hours, from my new address, arguing the fact that I dont owe. They claim they have no records of my request to cancel. They want me to pay for another full month, even though I dont have their service as of Dec 21st. I was td by a supervisor, after 1 hour 54 minutes, that, even if I cancelled on the 20th, I still owe a full month because of the cycle dates! EXCUSE ME?! Thats nonsense. Im not paying as I cancelled the 20th. Its not my fault that these are the ONLY notes they dont see.Frontier has investigated the above
statements and offers the following response:Frontier states that on 12/22/2019, Mrs. called in regarding cancelling her services. Frontier states that Mrs. was advised to call back on 12/242019 which is the date she requested to have services cancelled.Frontier states that Mrs.’s account was disconnected on 1/8/2020 only due to non-payment. Frontier states that Mrs.’s billing cycle starts on the 21st day of the month and ends on the 20th day of the following month.Frontier states that per our terms of service the customer will be billed to the end of her billing cycle which was 1/20/2020. Frontier states that on 12/12/2019 a payment of $106.61 was received and a credit of $24.57 was applied. This left Mrs. with a balance due of $54.59. Frontier states that her December 21st bill showed a past due balance of $54.59 and a new charge of $63.08.Frontier states that at this time Mrs.’s billing was $117.67.Frontier states that on Mrs.’s January bill she was credited $21.75 bringing her billing to $95.92.Frontier states that Mrs. has been given credits in the amount of $93.41 since 12/11/2019.Frontier states that Mrs. was billed $9.99 for the disconnection of the internet. At this time her final bill balance is $105.91.Frontier states that we do not prorate the internet going back to the disconnect date requested. Frontier states that no further credits are due and the final balance of $105.91 is accurate. We regret any inconvenience that Mrs.
*** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I'm not paying and they actually owe me! Until they come with an offer, like they previously did, that I can agree to, I'll continue to fight because this isn't right!
Regards
Frontier has investigated the above
statements and offers the following response: Frontier states that after a 2nd review of Mrs.’s account, Frontier will stand by their previous response. Frontier states that her remaining balance of $105.91 is warranted.We regret any inconvenience that Mrs.
*** may have experienced as a result of the above matter.”
Frontier has agreed in writing it owes me $16.92, but has refused to issue the check for months. Please see attached.
Thank you for referring the
complaint of Ms. to our office for review. We appreciate Ms. Grier
bringing this matter to our attention.The Complaint states that:Ms. indicates that
Frontier did not provide a refund in a timely manner.Frontier has investigated the above
statements and offers the following response:Frontier’s refund policy is
to issue a prepaid *** 90 days from the date of service disconnection or
termination. This time period is
required to ensure all outstanding charges or credits are posted to the closed
account. Frontier’s policy also allow
the account to cycle through its systems, thereby providing a accurate reading
of the account.Frontier did however,
contact Ms. and advised a manual refund check will be processed and
received in 7- 10 business days.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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and I accept the response only because I received the check. I do not agree with the description of their response (including, but not limited to, their claim of what they told me about the *** aspect...that is not an accurate description of what I was told). Also, my name is not Mr..
Thanks.
Regards
I am a 28 year-old, master-degreed professional business person working in human resources who helps operate a small business. I contacted frontier on October 17th of 2019 to cancel my services with them due to inadequate and ongoing service issues. The representative on the phone assured me my service would be cancelled and I paid frontier the amount that I owed them in full, that same day. The rep. also assured me they would send my return packages to my home to send back their equipment in 5-7 business days. It is January 20, 2020 and I have still not seen any return packages to send back their equipment. I live nowhere near a frontier retail store location. Fast forward to after that phone call and I continue to receive multiple bills from frontier in the mail for my internet service, that I am positive I no longer have. Between this timeframe, I have 3 documented phone calls with frontier obtaining confirmation numbers of cancelled service, once of the contacts was actually a printout of my chat with a frontier rep. and her agreeing, per their records that I called to cancel my service in October. Many times I thought the issue was resolved and awaited the boxes in the mail to my home address. No boxes arrive, but bills still keep coming. On the last follow up regarding the boxes, I escalated the case to make sure they had noted my account was cancelled in October, hence I did not owe a $51.67 fee. Friday of last week I receive an extremely rude call from Frontier on my voicemail indicating that I owe the fee and my account was never cancelled. Monday (today) not even 2 hours after 8:00 AM frontier calls again and indicates they placed my account in collections. I am highly panicked, with a close to 800 credit score, pay all my bills on time and have never experienced anything like this in my entire life. I spent an hour in the parking lot at work, in tears. I called frontier and paid them immediately, even though I did not agree with their charge. I am now fearful they will try to not send me my return boxes and charge me for not returning my equipment. I called the collections company they sent my information over to to collect the $51.67 and made sure they were aware that I paid my fee in full. Frontier confirmation number ***. They entirely bully people and as a partial small business owner, I can't understand how anyone could ever treat a customer this way.
The Complaint states that:
Ms. advises that her Frontier service was not disconnected when requested, and is disputing the resulting balance. Frontier has investigated the above statements and offers the following response:
Frontier advises that we apologize for the inconvenience this issue is caused.
Frontier advises that we have reviewed Ms.’s account and found that she requested cancellation on October 17, 2019, however due to a system error the account cancelled within her following bill period.
Frontier advises that we have credited Ms.’s account for the resulting balance and issued a refund. Please allow 3-5 business days for receipt.
Frontier advises that we spoke to Ms. on January 21, 2019 to address her complaint.
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 agree with the decision to credit my account, however, tomorrow is day 6 with no credit to my account from Frontier. Also, I still to date have not received return boxes in the mail for their equipment and have asked them for at least 5 times by now. I recently followed up again with the person handling this complaint to get an update on the return boxes, no response and no refund in my account to date.
Regards
The Complaint states that:Ms.
advises that her Frontier service was not disconnected when requested, and
is disputing the resulting balance. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that we have reviewed Ms.’s account and found that she requested cancellation on October 17, 2019, however due to a system error the account cancelled within her following bill period. Frontier advises that we have credited Ms.’s account for the resulting balance and issued a refund. This refund was issued on January 24, 2020. Please allow 7-10 business days for receipt. Frontier advises that the equipment Ms. was utilizing to connect to the Frontier internet does not require return. Frontier advises that we spoke to Ms. on January 30, 2019 to address her complaint.
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
My phone service through Frontier was put on vacation (suspended) for three months. Frontier was unable to turn the phone service back on and they continue to charge me for this service. It's very difficult to find someone to help you. If you ask for a supervisor or someone to file a formal complaint the person on the phone doesn't know of anyone. I would like a refund for phone service I didn't get.
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. advises she has a billing dispute with Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises Ms.’s service was placed on vacation October 22, 2019 in error and removed from vacation October 23, 2019. There has been no contact indicating the phone was not working since that date.
· Frontier advises the appropriate credits were issued for the days of service and as a courtesy an addition $25.00 was given.
· Frontier has not been successful in our attempts to reach Ms.. We have provided 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.
All of a sudden my bill increased $10 per month. When I signedup an year ago, the sales representative told me there won't be any rate change for entire contract of 2 years. But, past 2 months I see they increased $10 per month.
When I spoke to customer care, they were saying it is router charge. I told them I can use my own router, but they were insisting that I have to pay $10 router charge.
Also I see there is a sales tax of $4.69. When I asked the account manager Jessica on 01/19/2020, she was answering with sarcastic tone 'you have to ask your governor'. The way she was using the word 'your governor' is to discriminate me as an immigrant. Moreover she was keep on arguing with me that she is the manager for the floor.
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:
· Ms. advises he is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Our 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 advises Mr. had a promotion for 1 year for the router to be free which has expired.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment. · Frontier spoke to Mr. on January 24, 2020 and advised of the above.
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.
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.
Please review the chat I had with support when they upgraded speed to 500/500. She clearly told that I don't have to pay for the router until end of contract.
Regards
Thank you for referring the rebuttal of Mr.
to our office for review. We appreciate Mr.
bringing this matter to our attention.The Rebuttal states that:Ms. advises he is disputing his bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Our 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 advises
Mr. had a promotion for 1 year for the router to be free which
has expired. Frontier advised contract never changed just the internet speed.
Though infrequent,
when a customer chooses to use a non-Frontier router, we see increased
complaints and more difficulty with troubleshooting, performing online
resets, and providing simple resolutions, so it costs more to serve that
customer. Therefore, if a customer uses their own router, the charge still
applies to cover these costs. Frontier cannot support or repair
non-Frontier equipment.Frontier spoke to Mr. on February 4, 2020 and advised of the above.Frontier’s
position remains the same as there has been no additional information
provided that warrants a deviation from the original resolution.We trust that this information will
assist you in closing this rebuttal. We
apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
On December 19 I paid a bill through bill pay *** bank. They guarantee the.bill pay in 4 days. Fronteir did not cash the check until January 14 and charged me 7.50 late charge. *** bank faxed the information over to them but the say its the banks fault and still telling me its the banks fault.
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. advises that she made a payment through her *** bank provider on December 19, 2019.
· Ms. states that Frontier did not receive the payment until January 14, 2020 and billed her a late payment fee.
Frontier has investigated the above statements and offers the following response:
· Frontier makes it as easy as possible for customer’s to pay their bill by offering a wide variety of payment options, including online, via mail, telephone, and Auto Pay.
· Frontier advises that a payment of $39.00 was received on January 14, 2020.
· Frontier does not have control over the payment process or the time frame of receiving the payment from an outside source like Ms.’s Bank. Frontier processes payments as quickly as they are received.
· As a courtesy, Frontier removed the late payment fee of $7.50 on January 21, 2020 and Ms. has a remaining balance of $34.24.
· Frontier spoke to Ms. on January 22, 2020 and explained the information above.
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.
I ordered the internet service from frontier.com four month ago, as the advertising, it should come with $100 gift card and one year *** prime promotion. I called the company customer service couple times, they declined my promotion. This is the first time I order frontier internet service. Here is my frontier account number ***-5.
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.
*** states that he ordered Frontier service with the understanding that
he would receive a $100.00 Visa Gift card and *** Prime Membership free
for one year. However once the service
was installed the promotions were not honored. Frontier has investigated the above
statements and offers the following response:*** Frontier records indicate that the account was not established with a 2-year term of service, a component necessary to have qualified for the gift card and *** Prime membership. Frontier no longer offers this promotion to new customers.*** Frontier has offered Mr. a compromise adjustment, contingent with Mr. establishing a 2-year-term.*** Frontier has contacted Mr. directly.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.