Frontier Communications

On January 4th, I had ordered for Internet and Basic TV as a new customer online on Frontier.com website. I received the Confirmation on the screen with the Order number. On the same screen in Order Summary details it clearly mentioned the Installation date, time and installation fee. While taking order they took my SSN details, they hit my credit report all of that is done. When the date and time arrived no technician arrived to install the Internet and TV service. When I called the customer service I was surprised to here that they do not have any order details and so no installation has been scheduled. This is strange! This has happened with me second time. First time in 2017 I left it thinking may be a system glitch. This is waste of time for the person waiting for installation leaving all other working and sitting in hope of better service. Waste of a credit bureau hit, to find not service installation is scheduled.

On 1/18/20 about 5:15 p.m. I called about receiving multiple calls from Frontier. When I finally was connected with customer service, the representative, Lindsey, asked for a 5 digit passcode, I kept telling her that all I have is a 4 digit passcode that is on my billing statement. She rudely told me that I set up a 5 digit code when I called in, I tried in inform her that I have NOT called in to do that and she said too bad. She then said that she will mail me a reset that will arrive sometime. I asked what happens if I have trouble with my phone, internet and/or TV will I be able to get service and she said NO, so I asked if I would be without service and she said YES and also said too bad... So I asked for a manager and she said she can't give me a manager, I asked if she is refusing and she said YES, there is no way that I can talk to a manager. So if for some reason I have no service like phone service, I am basically out of luck and who cares if it might be an emergency. She did mention that they have been having problems with their system to identify customers and even with that, a too bad not her problem attitude.

I canceled service and returned all equipment, and yet the bill keep coming. Talked to so many customer service people , and no one can understand why am I still being charged. Now they sent the bill to collection. Really horrible customer service. Not even the supervisors I talked to, and I talked to a few of them, could understand what's going on with the charged. All this company want is getting money and not providing anything for it in return.
I wish I could give them negative rating for their service!!!!

Internet services goes out for weeks at a time. Have filed multiple complaints with Frontier and have received multiple promises that the bill would reflect the service outages. I have received the full bill each time.

In Dec. I moved to my new home and called Frontier's local number, , for service. I never got this. When I called I was told it was already in and I began getting bills in mid-month. I called. Oh, you need a modem, we will send it, should be there by the 24th. Still nothing. I called again. Oh, it will be there next week. On the 30th it got here but did not work. The tech who had come out did not come in to check if there was a working phone jack. There was not. I sent the modem back *** tracking # ***, no acknowledgement of receipt from them and billing had no record. I was told by billing to call them when I got online, they would start bills from that date but I did not call and assumed I was done with them but the bills continue and a "retention" employee stated I owed them from Dec. 9.
I never got online once and they are billing me. Can you help?
Thanks

Long list of complaints.
1. original phone call, by me the customer. 8 January 2020 to upgrade internet. Appointment date 10 January 2020 between 0800-1200 EST. No call no show 10th. Automated text rescheduled to 16 January between 1200-1700 EST.
2. Technician calls at 0800 EST to see if an adult is present. Yes I was home, technician disconnects internet and phone (VOIP). come to the house begins service call. End of day no internet, no phone, no resolution or tentative date for completing service.
3. 2 phone calls to customer service 16 Jan over 1.5 hours transferred 5 times no resolve or resolution date of corrected service. Called on 17 January after 1430 EST spent over an hour on the phone. Finally get told the next available service date to restore any services the technician DISCONNECTED will be February 7th!
I had internet and phone service through Frontier communications on 16 January 2020 prior to the technician arrival and now 17 January no service and no reschedule date until 7 February

Since August 2019 I had been having service interruptions intermittently due to a malfunctioning internet WiFi router. I was told by customer service at the time that if I unplugged and reset the router this would solve this problem. On several occasions since then I had the same issues which led to the replacement of the router with a newer model. I had called Frontier customer service and asked for a credit due to issues and was refused. I later called on December 27 and let them know I was cancelling my services as of January 1 and wanted a refund of any payment for January. I also contacted Frontier Communications via Twitter and was told that they do not make refunds. I was clear that I did not want their services as of January 1 2020 and let them know that what they were doing was dishonest in forcing me to keep services I did not want. They have since refused return of the router or to refund my money of $44.56 simply because they "don't refund money".

in the start of the 2020 Year we called frontier asking them to cancel our internet service starting from Jan 15 and be refunded for the remainder of the month. At that time the agent told us that in their system the internet charges are prepaid a month in advance and they will not pro-rate and refund for the remainder of the month. So we requested a cancellation date of Jan 31, 2020, and accordingly planned to start our new service provider from Feb 1, 2020.

On Jan 16, We come back home from work to discovered they have disconnected our services. Called them and agent confirmed that end date is marked as Jan 31 but for some reason they decided to cancel services sooner. I explained to them I have an importance meeting to take from home and I need internet but the agent said call again tomorrow to get the services re-connected technical office is closed now at 6pm PST. We called again on the next day Jan 17 and were told that they cannot connect back our services and will not give us a refund nor do they care about my lost meeting and all the in-convenience they have caused because of early termination. If they are charging money till month end then how can they just disconnect my service as their wish and will ?

A payment of $43.88 was deducted from my account on Jan 1 for the month of Jan 2020 and then my services were discontinued without any notice on Jan 16. It caused me a great deal of inconvenience and disruption to my work, and activities. Apart from the mental stress of getting my new service provider sooner than anticipated.

I was supposed to get a credit from this company. The service was terrible and they had started 2 accounts for me. I finally got that corrected and canceled service for which they made note on the account that I was to get credit. . I sent back all of the equipment to them and dish. I never got my credit and I see this collection on my credit report. for $270.00. I do not owe this money. I can't get the same answer from anyone I speak to. First they said credit and last they said account closed. If you review the file notes you should be able to see the state of the account. I have documented over 50 calls to this company trying to get this straitened out. Unless the many customer service people lied to me, I should owe nothing. This is tarnishing my credit report and needs removed at once. This collector never even bothered to contact me or I could have disputed it right away.

On 12/17/2019 I called to order a new remote to replace current non-working one, did not receive confirmation, called again 12/21@9am., spoke to Patricia stated that my new remote was not ordered, that the order was still open and not properly completed. She stated she could complete remote order, but we would not receive until AFTER January 1, 2020 and they would not overnight or 2-day order even though it was their mistake. I told her I was aggravated by situation and wanted to speak to a supervisor, she told me one wasn't available and I asked for a call back by one by end of business, did NOT receive a call by later that afternoon, so called again at 3pm. and got TreyShawn, asked for Supervisor, was on hold for 20 minutes, no one came so hung up and called back. Asked for Supervisor, was on hold again and after 20 minutes again hung up. Called a third time, fourth time that day, got Jeremy did not want to give me his employee number, just asked me "what do you want?" I could barely hear him, because music was blasting in the background, I said I was calling back for a fourth time, spoke to 4 different office locations and I could barely hear him and wanted to talk to his supervisor, to which he responded by huffing into the phone and yelled, "man I don't get paid enough to deal with you, this woman want to talk to a supervisor!" Music stilled blasting in the background, Marshall, said "Supervisor" got on phone he said, "I'm blanking, I can't remember my employee number, I think it is..." I told him I could barely hear him with the music blaring in the background and that Jeremy was very disrespectful and unprofessional, his response, " oh sorry about that, yeah we listen to music in the office on the weekends.....I will take care of the remote issue and order a new one" I told him Patricia ordered one already and that I wanted to make sure it went through and I wanted it to be overnight since we could not use our cable properly without the remote. He said "No problem, I can overnight one to you." I asked for a confirmation number and told me he didn't have one I would get an email. NEVER received remote or email confirmation, which brings us to 12/31/2019, called and got Lement (Employee #***) said he could not remember his number and gave me that. Said he was a Supervisor because our number was flagged since we had called so much. Explained situation all over again, and he told me that customer service does not take care of remotes it goes through "tech department", to which I replied than why did ALL the customer service reps tell me differently and supposedly order a remote twice at this point? He said he could not answer that, he transferred me to a Tech rep who for the FIRST time told me that if I wanted a new remote that I would be charged $20 fee, I said I was not going to pay anything since I had been waiting 2+ weeks now without a remote and that I could not use our second tv this whole time without it. She said she would need it approved by supervisor and asked me to hold. She said it was all set and I would be getting a confirmation email, I told her I wanted to hold and wanted a confirmation number before hanging up with her, she gave me #***. I confirmed I would NOT be charged for the remote and she also confirmed. I asked Supervisor Lement also if I could form a complaint to a manager regarding my call with an employee and his disrespectful and unprofessional language and he said, "No we will take care of it in-house" I asked how they would do that if I did not give him which employee it was or what had occurred and he said, "I can not discuss employees with you, or what will happen in-house." Called back 1/3/2020, got an office in Miami (#***) and she put me on hold while she said she wanted to go through all systems to see what the current situation was with the remote. After a while she confirmed that 3 remotes had been ordered, but only 1 was actually on its way and tracking number was ***. I asked to verify I was not being charged and she said there was no way to know that until our bill is created and if I had I would have to call back to dispute it. She also told me that it was not Frontier Employees I had to complain about for the disrespectful language and all the troubles calling back on 12/31, but a company that was outsourced by Frontier. She had me explain what happened and said she filled out a form to file a complaint regarding my issues. She also said I would be contacted by a higher up regarding that issue & to this day NEVER received one called regarding anything at all. I received my bill, was charged $60, $20 for 3 remotes. I handed the situation over to my husband since I have literally been sick with headache over this situation. He has been calling since we received the bill, for over a week now, been told that they can not approved a credit over $25, we would see the credit by the time our bill is due and that it would have to be escalated and we would get a call back that day or next day with an answer. Still have NEVER received a phone call, he has called four times since then during his working hours to get it handled and then was told it still had not been resolved and that we would have to pay our bill and it could take up to 3 months to get a credit. My husband has informed Frontier that WE are not paying the $60 at all in our bill and that we want a discount for ALL of this trouble and hassle or we will be disconnecting our service. We have not been contacted at all regarding this issue or the correct information about our account.

I'm writing on behalf of my parents who are senior citizens living in Florida and are current clients of Frontier Communication. They received a bill for $150 for Phone, Internet and Cable. They are on a fixed income so called Frontier to cancel their phone service and now they've been left without Internet and Cable for over 2 weeks. They have called to speak with someone EVERYDAY and everyday they are left on the phone for an hour or more only for someone to tell them, oh we'll have someone come out today and fix that for you. To no avail. They keep receiving the runaround, too. One person says, "Oh, it says here only the phone should be turned off", another says "Oh, it says here all of the services were cancelled". They have been told that they will have to pay a $75 fee to re-instate the services. They are not being treated fairly, and I sincerely hope Frontier is not doing this to more of their Senior Citizen clients. The Frontier Account is under ***, they live at ***. My dad can be reached at .

Continuous outages usually 5-10 times per day. I'm being billed for 100 MPS but only receiving

35-45 MPS. I have had 4 service calls to my house over the last 18 months and still haven't

resolved the latency. I called the office again requesting a new pin because I had changed it and

they said the only way I could get a service call or "access your account" was to give them the

new pin# - I never recieved the document in the mail after 1 week.

$300 requested - that half of the bill for 10 months

Phone & internet down on 12/26/2019, couldn't get repaired until 1/13/2020 same problem last December & thorough out years of being a frontier customer. So I canceled service.Frontier wants me to pay full monthly bill. My billing cycle was 12/12/2019 to 1/18/2020 only had fifteen days of useable service. Shouldn't be charge for or pay for thirty days. Want to pay what I owe but not what I didn't get to use, do to Bad Service! As many time service was down Shouldn't pay anythinh, but will to settle this.My Grandchildren need internet to complete their school work.

I closed my account on October 9, 2019. I inadvertently over paid my final bill by $68.37. I have called 3 times asking why I have not received my refund. On the call previous to today on January 7th, I was told I would have it January 9, 2020. After calling today, January 17th, I find they still have not issued my refund and no one can explain why they have not repaid me my money. In addition no one has even apologized about the delay.

In addition to billing issues this complaint is also about customer service.

In October and November 2019 my elderly mother was experiencing many issues with her internet service. (She lives in PA and I live in VA so it’s not always convenient for me to help her out with these types of problems.) She spent many long hours on the phone with Frontier and on several occasions they sent technicians to try to resolve the problem for her. After insisting to her that it was an issue with her computer, one technician discovered that there was indeed a problem with the lines outside her home and after some repairs she was up and running again. But then her November bill was nearly double. On 11/29 I called and spoke with an associate named Heather, she was very kind and apologetic and discovered that a different (new) associate my mother had previously spoken to had incorrectly changed her services, we worked together over the phone for nearly 2 hours and at the end of the conversation I believed the billing issue had been resolved. But my mother continued to experience problems with her internet service, at one point being told that she would be without service for at least another week so she finally decided to go with a different provider (Comcast). She cancelled her services with Frontier on 12/9/19.

Her December bill had been adjusted from my speaking with Heather, but it also included a $75 technician installation fee, I have no idea what that was for so called and tried to get that removed since nothing had been installed. On one of the many transfers on that call I got disconnected so continued checking the account online to see if that got removed; it didn’t. On 12/23 I called because my mother wanted her old phone number ported over to the new provider and that was completed successfully, I didn’t even talk about the billing at that point hoping things would be adjusted with the new bill. Then I saw new the January bill with charges for internet services for 1/9 to 2/8 (what???) plus a balance forward of the installation fee that she refused to pay, plus late fees! Hoping that there was just a lag in updating the billing I called on 1/14 to get an explanation and inquire about the charges since she had cancelled services over a month prior. Again, I was transferred several times & was told that ‘someone’ had opened a new account on 12/11, she told me that it wasn’t even the correct address but wouldn’t tell me what that was, & then told me that I’d have to wait until we received the bill in the mail and then call back to dispute the charges. I asked why I couldn’t dispute the charges right then since I’d already been on the phone with them for 45 minutes and I was looking at the bill online, she insisted that I needed to wait until the paper bill came, which it did the following day. On 1/16 I went back online and discovered that there were now TWO accounts for her with two bills and two different amounts due, both for dates of services from January to February, AFTER she had cancelled. I called back as I had been instructed to before and said that I was calling to dispute the charges on these TWO bills. Even though I have POA and full access to my mother’s account and have always identified myself as her daughter and given appropriate validation, the service representative would not talk to me since I was not an “authorized user” on the account. She said she would need to speak to my mother personally, I explained that she is elderly and not in good health, and if this is confusing to me she DEFINITELY won’t be able to understand it. She said that didn’t matter, she would need to speak to my mother so I said ok, please call her, to which she responded “no ma’am I can’t do that.” She kept talking over me so I then asked to speak to a supervisor so I could get this issue resolved for her, she responded that he’ll tell me the same thing but I wanted to try so she put me on hold. Fifteen minutes later a supervisor came on the line and told me that even though I may have all the credentials I cannot call on my mother’s behalf since I’m not an authorized user on her account and they have every right to not speak to me. I tried explaining that I have a POA and I’ve spoken with them on many previous occasions and no one had any problem with working with me until now, he said that doesn’t matter and again, they have every right to refuse to talk to me. At that time I ended the conversation, I will admit that I was not pleasant to deal with at that point but after spending HOURS of my life on the phone with this company attempting to resolve one issue or another I was quite frustrated by their complete lack of customer service on this day. I have been involved in customer service all my life and know very well that you catch more flies with honey than vinegar so I am one of the most patient, kind people to deal with when I call a business for help, but at this point I have had enough with dealing with incompetent, rude people. I’m attempting to get this issue resolved for my mother so that she doesn’t keep getting billed with late fees piling up and maybe having this affect her excellent credit.

I called to order the cable service around Oct. 6, 2019 and I accepted the service because the customer service representative said they would cut the installation fee in half if I would accept their service so I said yes. I only had the service 9 days when I got my first bill of 202.18, so I called and cancelled 10 days later Oct 16,2019 because they did not keep their word and charged me the whole fee of over 79 dollars installation fee which I believe they have on recording what they offered me. So I called to cancel and the lady, Deanna said oh I see you don’t have any boxes and I said I have 3 and she said a box would be sent for me to return the equipment and there would be no bill since I only had the service 10 days, she lied also because I called corporate and they are making me pay 102.35, ***, and she said they wouldn’t tell me that and I said I am not lying, she didn’t offer to investigate or listen to the recordings by her employees, she just said I had to pay, I don’t understand why I have to pay for something that I rented on the word of her company only to find out they all lied to me.

I cancelled my contract because of lousy service, when it rained the service went dead, nothing worked so I switched to ***. I wanted to keep my original phone number with *** but Frontier wouldn't release the number till the 11th of Dec which made it two (2) days after the billing cycle, it order to keep my original number I had to keep the Frontier account open; I explained the situation to the Frontier representative and was told that I can dispute the payment for a refund. Frontier told me I could not dispute the charges and would not prorate the amount and was charging me the full monthly amount of $72.99 for only 2 days of service; I paid it, then I received an early termination fee statement and was also being charged taxes and fees. I should not be charged taxes and fees on a termination of contract.

e my internet speed to 500/500 service I was informed that Frontier would be charging me a monthly "router fee" of $10.00 even though I neither owned or would use.

By law (FCC Section 76.1201 of the Rules, prohibits
MVPDs from “prevent[ing] the connection or use of navigation devices” on their network. It provides an exception from this prohibition only “where electronic or physical harm would be caused by the
attachment or operation” of a navigation device, or when the device could be, or is intended or designed to be, used for “the unauthorized receipt of service.”1
“Navigation devices” include cable modems, which are used to access “other services” (namely, broadband Internet access) offered over a cable system.
“Electronic or physical harm,” as described in the Navigation Devices Order, includes “harmful
interference,” “injury to the system,” or “compromise of system security”; that is, harm to the networkfacilities beyond the premises of the individual connecting a navigation device.)

As such Frontier may neither require or charge me for equipment I am by law not required to use or pay for provided that the equipment I am bringing does not cause harm to their network which it does NOT!

I attempted to explain this to the agent(s) as well as their supervisor and they simply did not get it insisting there was no way around it which is patently false.

On August 16, 2019, I called Frontier to cancel my service as I just got a different internet service the day before.
On that same day, I sent in my payment for the August bill of $69.97.
In September 2019, I received a bill for payment and sent it back to Frontier with a note saying that I cancelled service in August.
On October 5, 2019, I received another bill for payment and sent it back again with another note.
In November 2019, I received another bill. An Amanda from Frontier called me on 11-14-19 and I was told that Frontier cancelled my account on October 23, 2019 because of non payment (even though I was the one that called and cancelled on August 16, 2019) and that she was going to transfer me to the cancellation department but instead hung up on me.
On 12/26/19, my daughter called on my behalf as I am a 93 year old woman. She was told by two people at Frontier that they did show a phone call in to frontier on August 16, 2019 but could not verify that it was to cancel my account. She was told that they were going to credit my account for around $124.00.
Then I received a letter from Frontier dated 12/31/19 advising of the past due amount and that it would go to cancellation.
January 11, 2020, I received another bill dated 1/5/20 with an amount of $128.94 due. My daughter called Frontier on January 13, 2020 and spoke to a Rocket. He asked me to verify that my daughter could talk on my behalf and that she was an authorized user and I said yes. He then told my daughter that an *** was the only authorized user on my account besides me. He also said that he did not see any calls coming in on August 16th from me.
Every time I call in to Frontier, I get different answers and information. I was told that everything is time stamped and that I should have received a confirmation number for the cancellation. I feel that it is Frontier's responsibility to make sure that if I needed a cancellation confirmation number, they should have given it to me as I would not have known I needed one. Also, this fringes on Elder Abuse as I am 93 years old and feel like I am being harassed.
I have gone ahead and made the past due payment just to make this go away but want to preserve my credit. I fell that this is the worst so called customer service I have ever dealt with and wanted you to be aware.

In October 2019, I got Frontier internet services installed. I cancelled in 2 weeks of service. The guy that installed asked "does your phone connect"? I looked it up on my wifi on my phone and yes it worked. Then just 2 hours later we was not able to use it so I called and asked what happen. Talked to Antonlle on 10-1-2019 at 1:30 pm about my problems. He walked me all through stuff and it started working. So the next evening not working no service getting kicked off. Called back and talked to someone else and that one walked me through some steps, then seen that the receiver was not never been shipped out because it was never rebuild right (that was what she told me). Then changed some settings. Then worked for a few hours gave up on it went to bed. Then next evening not working. Called multiple of times. Talked to multiple of people. I only missed a few days out of the two weeks I had it so by now this is the sunday I cancelled because I was sent to there "advanced tech" to be further assisted. We was walking through steps and was having a language barrier and I then said "wait, wait, wait I didnt understand that your talking way too fast" this happened 3 times in our 5 minute conversation. The 3rd time I said it she replyed with "REALLY REALLY" CLICK! She hung up on me!! Thats when I called and cancelled!

I was sent faulty equipment and they gave me the run around and I was never offered another, I was to work with what I was given and when I was treated like that, that was the end of it on my part!

They now have sent me a bill of $60.71 for there install. My question to them was that "it wasnt installed correctly on their part why is it my problem?" I have been in contact with frontier for the last few months being told that the $60 would come off my bill after it went thru there steps of process. Also that I would receive one more bill in December and to discard it and shouldnt receive another. Then 12-20-2019 I receive a credit collection services bill.

I would like to add that my first bill was over hundred dollars and they know they done wrong and I dont see where its right for me to pay for the guy that installed it because it wasnt even installed right that was the base of the whole problem!!