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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On December 19th, we called Frontier to cancel our service. During the conversation, the lady we spoke to was nice and polite and asked us a few questions, told us shes sorry to see us go, told us that there would be a 34.99 disconnect fee, tried offering us a better rate to stay, told us we were all canceled and have a nice day. We received a new bill, and we noticed that they didnt cancel us at all and charged us for another month of service, 111.30. I called up on 1/8/2020 and spoke with Andrew who tried telling me that it was our fault for the cancellation not going through because we needed our new service provider ***, to call them Frontier and tell them that we has service through them. I said what does that have anything to do with canceling in December. All they kept saying is that they needed *** to verify we had them as our service provider. After some back and forth, Andrew had said he was going to cancel service for us but we still owed the extra month and I said no we don't. We canceled in good faith in December told we were all set and have a great life. After fighting with Andrew I got miffed and called *** and told them what was going on. I actually spoke to one of their supervisors who told me that this was complete nonsense and that the only reason *** would have to call any provider is to verify we would be keeping Frontiers phone number, which we didnt, we opted for an *** phone number. The *** supervisors told me that this was complete nonsense that Frontier was putting me through. So I decided to email Frontier this time so I could start recording all if this stuff down. After 5 days of waiting for a specialist to contact me via email, she told me that I would still have to pay the 111.30 but after all this back and forth, they finally canceled my account out today. She even told me a few days ago she was going to cancel me out back three days ago and never did till today. No where on their website does it state that we are responsible to have the new provider contact them in any way to kwt them know why we were canceling service and with whom. What if I didnt pick a provider then, would they not cancel me then either. Their website states if I want to cancel to call them to cancel. That's it. That's what I did and during all communications we were told we were getting canceled, etc. All three conversations we had, no one cancelled us till today and they are trying to charge us more. We canceled in good faith. First phone call we were told we were all set. Our new bill would reflect a disconnect fee and have a great day. This is extortion or thievery or something because they are losing customers left and right because of ***. I have never had to prove service when I cancelled anything before. I've been with Frontier for 6 years. We left them cause service was shotty and we got a better price with *** for the same service. This is horrible how a company can go about treating customers coming in or leaving.
Frontier CommunicationsThank you for referring the
complaint of Rhonda
***-*** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
***-*** is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Ms.-*** called Frontier on December 19, 2019 to disconnect
service, but the order was never issued due to a misunderstanding with porting
her service and going to another communications provider. A Frontier representative
issued a credit to Ms.-*** account on January 27, 2020 in the amount
of $167.42 for service back through December 19, 2019.A Frontier representative has
made several attempts to call Ms. to advise and has left messages. A Frontier representative
sent Ms. an email to advise and provided the direct contact information
for a Frontier representative. 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.
Basketball season started and we were not able to view *** games on our tv at home. I called Frontier and spoke with a customer representative Nov. 8 to order the nba pass for $199 because the customer services rep said I would definitely get all the *** games. I told her I will call back and cancel if I do not get the games. She said yes you can do that. The *** game did not show. I researched a learned that *** some how has a contract that games are only showed on their service if you a local California resident. I called back nov 11 and cancelled. They said they will put in the dispute and I will be able to get the refund. I still did not receive the refund and was indeed charged the first payment of $49.95. I called back in Dec to dispute the charges again. They said that they were still waiting for the dispute to go through. All awhile, frontier turned off the nba pass channel since nov 11. Now there is no channel and I still have to pay the $199. Not okay. I have called back resolve the issue and just asked that they do not charge me for this program since they promised I will get the *** games and I’m faceted did not.
Now I called Jan 16,2020 and the customer rep said that the pass is non Refundable. There was no disclaimer which stated that when ordering this nba pass that there was no refunds. If I was fully disclosed to this I would have thought twice about even authorizing this to be added to my account. Not one customer rep has stated that it was non refundable until today Jan 16 the rep stated it to me.
This business practice is a trap and a scam because they should disclose to customers that the extra program subscription is non refundable.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. states issue with billing for NBA Pass service requested removed.
Frontier has investigated the above statements and offers the following response:
· Frontier advises credit has been applied for the billed installments of NBA Pass service and will be reviewed for further credit as needed. Late fee has also been credited.
· Frontier spoke with Ms. on January 23, 2020 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I called my internet, tv provider frontier communications to cancel services on November 9th. because I have had many issues with internet reception etc.. a month after & received a final bill through December 8th. 2019 plus a $9.99 disconnection fee, I had called many times to speak with a supervisor to ask why I was billed for the whole extra month & once I was able to talk to with 1.5 hrs. hold time on the line for an available supervisor she rudely said that they had to charge me the full month because that was their new policy & couldn't credit me the extra month. This new policy which I wasn't aware of and not advised at any previous time, she also mentioned that policies were changed a few months ago. I immediately acquired service with a new company two days after, how could they charge me for a service I wasn't getting, this is not fair for consumers.
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.
*** is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Ms. called Frontier on November 13, 2019 to disconnect her
service with Frontier. Order number
*** was issued but due to a system error the order was not processed until December
6, 2019. A Frontier representative
issued a credit to Ms.’s account on January 28, 2020 in the amount of
$67.59 for the billing error.A Frontier representative spoke
with Ms. on January 28, 2020 to advise. 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.Tell us why here...
I have not had internet at my residence since December 24th. Frontier was contacted and unable to resolve the problem and scheduled an appointment. I had to take a day from work as our appointment was scheduled anywhere between 1 and 5 . We were never contacted and nobody showed up for the appointment. Half an hour after 5 (the latest my appointment was supposed to be) My wife received the text that they weren't coming and our appointment was rescheduled for another week later. That appointment was today. An hour ago we contacted Frontier and they said our appointment was still on and that there will be someone here before 5. Once again nobody showed up for the appointment. We rely on our internet for communication as cell phone service is spotty. We also only have internet subscription services for television. It is now nearing a month without internet and there is no end in sight. I cannot continue to loose time and wages over appointments that continue to be unfulfilled.
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. advises that he has been without internet service for an extended period of time, and that Frontier has not shown up for the repair appointment on multiple occasions. Mr. advises that he should not be billed for the days that he was out of service. Frontier has investigated the above statements and offers the following response:
Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier advises that Mr.’s appointment unfortunately had to be moved to a later date due to unforeseen circumstances. Frontier advises that a technician went to Mr.’s home on January 18, 2020 and was able to restore the internet service. A credit has been issued to the customer’s account for the days that he was without service. Frontier confirmed with Mr. on January 22, 2020 that his service is currently working, and he was advised of the credit issued to his account.
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.
We contacted Frontier to install wifi to our house on Nov 23rd and they came out Nov 26th and told us that we needed to drop a wire, which they did at some point.They didn't make an appointment to come out for installation till December 10th, 2 weeks later. They gave us a time frame from 1-5pm on December 10th, so I worked around my schedule to be home between those time frames. The morning of Frontier contacted us again stating they would be at the house between 1:30-2:30pm. That worked out great. Come 2:30pm we call customer service wondering if they are coming. The representative said they are still active and should be there before they leave for the day. They dont show up at all and we call later in the evening. They state that they dont know why they didnt show up but that they would have to reschedule. They rescheduled for 2 days later which we should have been made priority the next day but the representative stated "it doesnt work that way," and "its only two more days."
It is now two days later Dec 12th and my roommate (owner of the house) has his girlfriend there for the 1-5pm time period. My roommate calls Frontier that morning to make sure they are coming and they say yes they are. No one shows up again. Roommate gives them another call and Frontier states that they did come to the house and no one was home. Roommates girlfriend says that she was here all day in the living room watching tv with the dogs, which is where the front door is located. Dogs bark even when someone walks in front of the house and there was no barking. We have to reschedule again for the next day.
On the day of the next scheduled installation, Dec 13th, they do not show again and we ask why. They state that we were accidentally put on hold somehow and that we would have to reschedule again. We tell them that it should be the next day since we have been waiting since Nov 23rd to have internet and they state once again "that is not how it works." We then told them that they are close to losing our business and their response was "would you like us to send you to the cancellation process?" We then had to reschedule for a day the next week.
Finally they came out and installed our internet on December 17th, almost a month since we initially called. There was never any apologies or compensation for the lack of communication, lack of customer service, and not having internet in our house for so long. I never make reviews but this was by far the worst customer service I have seen.
I do want to point out that the two gentlemen that showed up to install the box were very kind and did an excellent job installing the internet.
Frontier CommunicationsThank 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. Hummer states that he is the roommate of Mr. and that their internet service took nearly one month to be installed.Frontier has investigated the above statements and offers the following response:• Frontier records reflect that Mr. placed an order for 1 Gig internet service through Red Venture with a due date of November 26, 2019. • Frontier records further show that on November 26, 2019, it was determined that Mr.’s home did not have the required line. Placement of a temporary line was determined to be unsafe at this location and a request was submitted for the line to be placed by Frontier’s contractor. Account notes support that the work order was completed on December 6, 2019 and the due date moved to December 12, 2019.• The Frontier Technician notes on December 12, 2019 read, “No answer at front door, dark colored SUV backed into driveway. Drop in place, left door tag. Notified local manager”. • Frontier completed the installation on December 17, 2019.• The process was necessary to provide service to Mr.’s address and Mr. was not billed for services until completion of the install.• Frontier apologizes to Mr. and Mr. for the delayed installation as well as for any failure to properly communicate the change and the process. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. and Mr. may have experienced as a result of the above matter.Frontier Specialist: Donna M Department: Executive Customer Relations
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 am refusing this because for one it took me to complain through you guys to get them to send an apology. Second we went three weeks without internet and in todays world that is huge. I know xfinity would have at least given a month free for the troubles. We have someone in the house that is working hard to get into nursing school and she had to continuously drive to the library and to another town to a friends house to apply online. I think this is really bad business and I think the least they should do is refund us for the installation. Their response to this was literally just them saying exactly what I said and then a simply sorry at the end, as a business they are not interested in trying to help the situation.
Regards
Frontier CommunicationsThank 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. states that he is the roommate of Mr. and that their internet service took nearly one month to be installed.Frontier has investigated the above statements and
offers the following response:Frontier records reflect that Mr. placed an order for 1 Gig internet service through Red Venture with a due date of November 26, 2019. Frontier records further show that on November 26, 2019, it was determined that Mr.’s home did not have the required line.Placement of a temporary line was determined to be unsafe at this location and a request was submitted for the line to be placed by Frontier’s contractor.Account notes support that the work order was completed on December 6, 2019 and the due date moved to December 12, 2019.The Frontier Technician notes on December 12, 2019 read, “No answer at front door, dark colored SUV backed into driveway. Drop in place, left door tag. Notified local manager”. Frontier completed the installation on December 17, 2019.The process was necessary to provide service to Mr.’s address and Mr. was not billed for services until completion of the install.Frontier apologizes to Mr. and Mr. for the delayed installation as well as for any failure to properly communicate the change and the process. We trust that this information will assist you in
closing this complaint. We regret any inconvenience
that Mr. and Mr. may
have experienced as a result of the above matter.Thank you for referring the additional concerns
of Mr. to our office for review.The additional concerns state:Mr. is seeking a credit for the delayed installation of service.Frontier has reviewed these additional concerns and
offers the following response:As previously stated, the process was necessary to provide service to Mr.’s address and Mr. was not billed for services until completion of the install.Frontier
has reviewed these additional remarks and the company’s position has not
changedSincerely,Donna J.
M***Frontier
Customer Relations
is my mother. She is a customer of Frontier Communications. She is 96 years. She lives alone.
Her telephone number of Frontier Communications is . Her Birth Day is ***.
Account Number
***-5
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. indicates that her bill has increased and that she is no longer receiving the Lifeline Benefit.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and determined that Ms. has failed to successfully recertify her Lifeline benefit.
Frontier found that Ms.’s Lifeline benefit was transferred to another carrier.
California Lifeline participants may transfer their discounts from one phone company to another, but you may NOT have more than one phone line active with the California Lifeline discounts. If you choose to transfer your California Lifeline discounts from Frontier to another California Lifeline provider, then Frontier will charge retail rates for you to continue using your phone service.
If Ms. has questions, contact the California Lifeline Administrator at or (TTY), from 7 a.m. to 7 p.m., Monday to Friday.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.My mom (***) has only one phone number with Lifeline discount.
She changed the phone number because Frontier Communications closed the old phone account. At that time she applied for Lifeline discount again. And she mailed the application. And, the Frontier Communications had applied the lifeline discount rate to my mom's current phone number account. But, without notices and mails of recertification, they changed the rate since last July. From Frontier Communications we did not receive any renewal notices or mails about the recertification of Lifeline discount.
So, last week we requested the Lifeline application. We are waiting for the form.
Please adjust the overcharged bills since last July.
Regards
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. indicates that her bill has increased and that she is no longer receiving the Lifeline Benefit.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and determined that Ms. has failed to successfully recertify her Lifeline benefit.
Frontier found that Ms.’s Lifeline benefit was transferred to another carrier.
California Lifeline participants may transfer their discounts from one phone company to another, but you may NOT have more than one phone line active with the California Lifeline discounts. If you choose to transfer your California Lifeline discounts from Frontier to another California Lifeline provider, then Frontier will charge retail rates for you to continue using your phone service.
If Ms. has questions, contact the California Lifeline Administrator at or (TTY), from 7 a.m. to 7 p.m., Monday to Friday.
This is a credit from the State of California. This is not a Frontier credit.
Frontier advises that the federal government has designed the Lifeline recertification requirement and Frontier is required by law to follow all of these guidelines.
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.
Series of issues:
1) Cable was out 2 months, agent credited a larger amount. Audit department reduced the credit amount.
2) Cable was out two months, ordered cable box and card. Did not use and I am being charged for boxes and additional services associated with boxes yet I have never used.
3) I have asked for mailing labels to be sent to me on 3 different occasions to return boxes. This still has not arrived and you are charging me for cable card and box plus service associated with box.
4) You raise my pricing on plan and do not provide me a location to research plans. This is a scam to hide billing options.
Frontier CommunicationsThank 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.
*** advises his television service was out for two months, he was told
a certain amount of credit was to be applied to his account for the outage
by the customer service representative.The credit Mr. was told he was going to get was reduced by
the auditing team, without any communication to him.Mr.
*** was charged for a cable box and card that he wasn’t able to use
while his service was out for two months.Mr.
*** asked for mailing labels to be sent so he could return his unused
equipment and he has not received them.Mr.
***’s pricing has recently increased but he hasn’t been given a
location/site to research the plans, he feels this is a scam.Frontier has
investigated the above statements and offers the following response:Frontier
found that the amount of the credit was changed but now Mr. has
gotten the full promised original credit, for the service and equipment he
was without for two months.Mr.
*** has returned the equipment he was wanting to.Frontier
spoke to Mr. on January 28, 2020 and he is satisfied at this time.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.Frontier Specialist: Jacey Dorman Department: Customer
Specialist
I was a customer of Frontier Communications for more than a decade. The service was awful, but there was no other realistic service for internet in my rural area. However, my cell phone provider now gives me internet access, and the service is exceptional, When I discontinued service in 2019, Frontier basically billed me an extra month. I have tried to resolve this, but Frontier is adamant that they want an extra months fees, and tell me they could not be mistaken, They are.
Frontier has investigated the above statements and offers the following response:
· Frontier investigated Mr.’s account and determined that Frontier successfully ported Mr.’s telephone number on July 30, 2019.
· Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. July 13, 2019 through August 12, 2019.
· Frontier advises that regulated services(telephone) receive per diem credits from the disconnect date to the end of cycle billing. Non-regulated(internet) services are not eligible for per diem credits.
· Frontier confirms Mr.’s account properly received per diem credits for unused regulated services which reflected on the August 13, 2019 billing statement.
· Frontier further advises that Mr. had *** Network television services bundled to his Frontier account included on his July 13, 2019 statement. All *** Network charges are generated solely by *** Network. Upon disconnection of Frontier services via porting, *** Network billing was separated from future billing however charges incurred with the July 13, 2019 statement are valid.
· Frontier affirms Mr.’s balance due to Frontier is $139.43.
· Frontier reached Mr. on January 17, 2020 however was unable to achieve a viable conversation.
We trust that this information will assist you in closing this complaint.
I've been a Frontier customer for about 8 years, and before that, I was in my parent's house where they were customers for several years. Recently, I've been having issues with the service, primarily frequent shutdowns. This happens any time of day, but usually after midnight, and when it's very late, such as after 3am, interruptions can be as frequent as every few minutes. I've run tests and changed my settings on my own. I usually have few devices working at once.
I contacted Frontier on a few occasions for them to inspect the problem. They didn't follow through. During my last conversation with Frontier on Jan 3rd, we specifically agreed that a tech would call me tomorrow (Saturday, Jan 4th) at 1pm. I waited for the call, but it did not occur. I even waited until next Saturday, thinking they had the date wrong. Still no call. They have my correct phone number. I used it to call them, and provided it to them, and it's the one on my account, so they could certainly reach me. They have in the past. The company says they'll help but then misses their scheduled calls.
Additionally, in December, Frontier said they'd apply a $20 credit to my next bill. This also did not occur. When I called to complain, they said they wouldn't apply it, but could give me a $20 credit to next month's bill. (What they SHOULD do is apply the $20 AND another $20 for the next month since I'm still having issues and they forgot to apply it in the first place.) I received my bill for next month and the credit is still not applied. They gave me the code *** to follow up. When they gave me this number, they assured me it would appear on my next bill, which it hasn't (and didn't last time they said that too).
I've had other issues lately too, such as a last year when Frontier upgraded me "at no charge" and then a month later I was charged. I also am lucky to get 5mb download speeds, even though they advertise 15, and other companies offer well over that for the same price. (5mb is considered very slow, and a speed test will often recommend I speak with my ISP about issues.)
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. advises that he has been
experiencing intermittent speed and connectivity issues with his Internet
service from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
also advises that actual Internet speed at the service address, and the ability
to access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitations of inside wiring and personally owned
equipment. Additional information is available
to customers at https://www.frontier.com/nyinternetdisclosures.Frontier
applied a credit adjustment to Mr.’s account in the amount of $48.00 as a
courtesy. Please allow 1 to 2 bill
cycles for the credit. Frontier
attempted to speak to Mr. but was unsuccessful. Frontier has provided direct contact information
via email. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. 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.
First, while I accept the premise of their response (they did call me back and they did offer me about the equivalent of one month service credit), I can't yet accept this. First, they gave me one month back credit, not two like I asked, and they didn't mention anything about the credits promised to me in the past that I did not receive. I also have gone through a lot of work to call and complain about the service, speak to techs who can't resolve my issue, get dropped from communications, and call and complain that I didn't receive my credits which were issued.I would like the equivalent of about two month's credit (about $90) AND my internet fixed. They have said that they will credit my account within 1-2 billing cycles. Part of my complain is that they've promised me this before and I did not receive it. Therefore, I will keep this Revdex.com complaint open until I see this credit on my account.
Regards
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. advises that he has been
experiencing intermittent speed and connectivity issues with his Internet
service from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
also advises that actual Internet speed at the service address, and the ability
to access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitations of inside wiring and personally owned
equipment. Additional information is available
to customers at https://www.frontier.com/nyinternetdisclosures.Frontier
applied a credit adjustment to Mr.’s account in the amount of $48.00 as a
courtesy. Please allow 1 to 2 bill
cycles for the credit. Frontier
applied an additional credit adjustment to Mr.’s account as a courtesy
in the amount of $40.00. Frontier
advises the credits will appear on the February 13, 2020 bill statement.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier has provided direct contact information
via email. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. may
have experienced as a result of the above matter.
Since back in earlier December my phone and internet has been going in and out constantly on a daily basis. I have called from my own house when the phone would be in for a just a few minutes, I have called from my neighbors house, I have had to get my son to call from his house and I have called from a cell phone reporting the issue. Multiple times have someone been out to "repair" my main line only to find out it wasn't in my line at all after so many times I have been left without a phone and internet. The repair tech that was last sent out went to the main service box to find it infested with rats nesting in the wires causing my telephone and internet issue for the last 2 months. There was even a few times I went without a phone for days because I couldn't call out to anyone and had no transportation to get to a phone. To this day I am still having issues with my internet. I have to reset almost hourly to maintain a connection. I called the company yesterday about the issue only to be transferred 2 times and to be told only 2 reports had ever been made. I know this is incorrect and feel they have cheated me out of getting a discount on their service for the issues I have been having. I even reminded them of what their tech had found inside the main phone service box to which they left me with no reply only to say they could credit me for 2 days worth. My phone was out for a full week back in December and around early January my phone was out for a solid 4 days before a tech could even come out.
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 he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Ms. also advises she has had telephone service problems with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment and Wi Fi network interference. Customer speeds may vary over time.
Frontier has investigated Mr. account and has determined that due to a surplus of Wi Fi in his immediate area, Wi Fi network congestion could be affecting Internet service speeds.
Frontier found that Ms. area is experiencing congestion and although Frontier is continually working to improve its network and its customer experience, there are no specific plans for upgrades in Ms.’s area at this time.
A Frontier Representative issued a one- month service credit to Ms. as a courtesy for the problems with her Internet.
Frontier found two trouble tickets reported on December 18, 2019 that was repaired on December 19, 2019 and one on January 8, 2020 that was repaired on January 9, 2020.
A four- day service credit was issued for the time without telephone service.
A Frontier Representative spoke to Ms. on January 20, 2020 to advise of the above.
If Ms. is dissatisfied with Frontier’s Internet service he can cancel service with no further obligation.
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.
Horrible company to deal with between the products they offer and the customer service I don’t know which is worst.
I have had several issues with Frontier over billing and services. Since I moved to my current address, on October 17, 2018, I have had nothing but issues with my phone and internet working properly. Most recently, I experienced a phone outage, and then a prolonged internet outage. The internet was out from October 30th-November 21st. The internet was still out on November 21st, the day that I had my Frontier account cancelled. The caller ID had also not been working between October 8th-November 21st. I was told by several Frontier employees that the outage was due to faulty, outdated hardware/lines and it would be a great deal of time before the issue was corrected. During this ordeal, I noticed that my Frontier bill also increased. That is when I decided to cancel and be done with the headaches. Frontier agreed to credit my account for the outage, and I would only owe approximately $3 on my last bill. I just received a phone call today from a debt collector stating that I owe Frontier $105.74. When I tried to contact Frontier, I was told that no one could access my account, but that they also didn't see calls I made complaining about an issue, and also that the issue was resolved prior to my cancellation. Neither of which are accurate. This bill that was supposed to be lowered significantly is now going to be on my credit report, and I need it gone. I do not feel that I should pay for services that were not working due to no fault of my own. Nor should I have a mark on my credit file when Frontier told me that they were not going to charge me that amount on my final bill. I genuinely feel that they are retaliating against me for filing a complaint against them with the NYS Attorney General.
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. states she is being billed a balance that has been turned over to an outside collection agency.
Ms. states she should not have to pay this balance as she did not have working service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had one phone repair request and one Internet repair from October 25, 2018 through November 21, 2019 (date of disconnection)
Ms. had a balance on her October 22, 2019 statement that remains unpaid. Frontier did issue out of service credit of $34.02 that was deducted from that statement balance and was reflected on the statement dated November 22, 2019.
Frontier advises that Ms.’s account is with *** .
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Per my last phone call with Frontier prior to my cancellation, I was promised additional credits as the previous one was applied earlier during my outage. I was told that I would receive credits of $93, and my final bill would be approximately $3. My services were never repaired and I should not have to pay for them. Especially after I was told that I would not have to. Frontier has gone back on their word and are trying to bill me months after my cancellation.
Regards
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. states she is being billed a balance that has been turned over to an outside collection agency.
Ms. states she should not have to pay this balance as she did not have working service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had one phone repair request and one Internet repair from October 25, 2018 through November 21, 2019 (date of disconnection)
Ms. had a balance on her October 22, 2019 statement that remains unpaid. Frontier did issue out of service credit of $34.02 that was deducted from that statement balance and was reflected on the statement dated November 22, 2019.
Frontier advises that Ms.’s account is with *** .
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 complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I am being charged a monthly fee for a WIFI router which was not provided during installation as I provided my own router. I spoke with customer service and was told they can not remove that charge.
Frontier Communications
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:
Mr. 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.
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 the customer. Therefore, If a customer uses their own router, the charge still applies to cover these costs.
A Frontier representative spoke with Mr. on January 17, 2020 to advise.
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.
Frontier Specialist: Linda Department: Consumer Relations
I was turned over to a collection agency for collection of a payment for services I did not owe. I have called this facility on numerous (4) occasions to resolve and each time, I have been told it would be corrected.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her billing for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises Ms. received monthly discounts based on a two-year term agreement. Since Ms. ended service before the term agreement end date of 08/14/2020 an early termination fee applies.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
We have had Frontier for five years. It is the only in-ground internet service open to us. We are paying for broadband lite DSL internet. The theoretical line speeds should be 6 mbps down and 1 mbps up. Initially I clocked the speeds at 0,7 mbps down and 0.02 mbps up. After numerous complaints to Frontier I filed a complaint with the FCC. It was resolved and our speeds changed to 3 mbps down and 0.3 mbps up. This was sufficient to stream video, barely. Lately Frontiers service has declined again. On holidays or weekends, the speeds vary greatly. I have compiled a table if needed of speed tests done using ***, a speed test app I utilize. Our costs have increased from the initial $30/mo to now over $60/mo. I wouldn't mind as much if the service was consistent and reliable. I have been told by people that live our by me that Frontier procured the internet service from ***. It is old and aging. Many where I live also experience much the same as we do with their internet service. I am not looking for screaming fast internet, only reliable, consistent speed internet. I also pay for a couple streaming services that I cannot use on many an occasion. Their customer service is also inconsistent. I have called several times in the past few months for internet issues and on more than one occasion I have been hung up on. I try very hard to be polite and cordial but with untold connection issues it does get very frustrating. I would switch to satellite internet but do not want to encounter early disconnect fees which can be substantial. Frontier is saddled with an aging infrastructure where we live and does little to keep it going other than bare minimum. Unfortunately we, like many rural areas are saddled with a company that acquired an aging internet infrastructure and is milking as much profit as they can from it. It is plainly obvious from the increased fees and declining service.
Thank you for referring the
complaint of James
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
states that he has been experiencing intermittent speed and connectivity
issues with his Internet services from Frontier.Mr.
states that his Internet rates have increased from $30.00 per month to
$60.00 per month.Frontier has investigated the above
statements and offers the following response:Internet speeds are based on
multiple variables including limitations of the computer, wiring inside the
home, time of day, distance from Frontier’s equipment, among other things. Frontier’s internet speeds
are offered in tiers. The high-end of the speed range in a service tier
represents the potential wired maximum speed capability in that service tier.
As stated in Frontier’s terms and conditions, “actual Internet speeds may vary
and are not guaranteed”.The tier to which Mr.
*** subscribes is Simply Broadband max, with a maximum speed of 6Mbps. Mr.
*** service is provisioned for 3Mbps.Frontier advises that a new
modem was delivered to Mr. on January 24, 2020. Frontier advises that a
repair was completed on February 17, 2020 to an open in the cable. Prior to
that, the last repair ticket issued on Mr. account was in February
2019.Frontier records show that
Mr. was receiving a promotional discount on his Internet services from
December 28, 2014 to December 28, 2016, giving him a rate of $29.99 before
applicable taxes and surcharges. When the promotional discount ended in
December 2016, Mr. continued to be auto-enrolled into the next
available discount. The auto-renewal has ended and Mr. is now being
charged the regular rate of $59.99 before applicable taxes and surcharges for
the service that he is subscribed to.Frontier advises that additional
attempts were made to contact Mr. to discuss this issue further but
was unsuccessful speaking to him further.Frontier has mailed Mr.
a letter with direct contact information if he needs any further assistance. 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.
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. It was only due to this complaint, that I now receive the fastest speed I have experienced since initially subscribing to Frontier Communications back in 2014. I am still cautious as to whether or not this stays consistent. Only time will tell. I will say that Frontier has been much more responsive since this has taken place.
Regards
I was a Frontier Internet customer beginning in 2013 for my house at ***. I sold my Illinois house and called Frontier in early November 2019 that I would be closing on my house on December 2, 2019 and needed to cancel Internet service on that date. I was told the billing period ended on December 6 and would end then. I moved to North Charleston, SC, and two weeks later, I get a phone call from Frontier telling me that the new owners of my Illinois home were trying to sign up for Frontier service, but that my account was still open, and I could just transfer it to the new owners. I said I would not do that until I knew my account was cancelled. Supposedly, it was cancelled that day. One week later I get an e-mail from Frontier with a bill of $58.98 for December service payable on January 6, 2020. I called Frontier and was told I hadn't cancelled the service; the person I talked to supposedly cancelled the service, credited my account, and provided me with a cancellation confirmation number. A week later, I get another email with yet another bill. I call Frontier; they tell me I didn't cancel in time and the people who bought my house didn't sign up for service??????? Cancelled again and the account showed Frontier owed me $.81. This morning, January 15, 2020, I received an email from Frontier with my "Monthly Statement" telling me my current bill is $9.18 due on February 6, 2020. I called again and talked to Chris who told me the account was deactivated and that this was a disconnection fee, a fee which had never been discussed in all my numerous previous calls and conversations. I want this bill deleted from my account; I do not owe this. I have never dealt with a service organization so bad at customer service and where you can't cancel a service when you are no longer using it. I notified them a month in advance of my move. I always paid my bill on time. I was a good customer and they have no right to treat me as they have.
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 had a difficult experience canceling her Frontier account.
· Ms. states that she was billed a broadband processing fee.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms.’s account was disconnected with Frontier on December 13, 2019.
· Frontier advises that the Broadband Processing Fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.
· Frontier advises that Ms.’s final statement is $9.18 due to an $.81 credit that had been applied on the previous billing cycle.
· Frontier removed the $9.18 fee as a courtesy on January 15, 2020.
· Frontier advises that Ms.’s account is at a zero balance and will not incur additional charges.
· Frontier has made several attempts to contact Ms. regarding this issue and was unsuccessful in speaking with her. Frontier has mailed Ms. a letter with direct contact information if she needs any additional assistance.
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.
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
On January 7, 2020 I reported to Frontier Communications two concurrent problems with my phone system: first, the "hunt" feature whereby the system rolls from an occupied to an open line quit working; second the voicemail quit working - instead of our greeting and an opportunity to leave a message clients heard a recording informing them that the number was not available. Over the past week+ I've phoned at least 2 dozen times, I've used the callback feature on the Frontier website, I've driven to the local Frontier office. I've been repeated told I'd receive call backs - nothing. I've been phoned once by Frontier to schedule a technician coming to my office - never came.
Thank you for referring the
complaint of *** to our office for review. We
appreciate Ms. bringing this matter to our attention.The complaint states that:Mr.
states on 1/7/20 he reported the hunt feature and voicemail on his business
phone was not working and after multiple reports the issue is still not
resolved.Mr.
*** states he wants his issue fixed and compensation for the time he has
spent trying to resolve the service issue. Mr.
states he wants a direct contact number for future issues to ensure a service
failure does not happen again.Frontier has investigated the above statements and offers the
following response: Frontier records show Mr. reported his lines were not rolling over and voice mail was not functioning on 1/7/20. The trouble ticket was completed on 1/17/20 after confirmation that the voicemail and hunt group were programmed and working correctly in the Frontier network. At request of the consumer a technician was dispatched on 1/17/20 and found issues with the way the consumers fax equipment was set up. In this instance, the technician reset the fax settings and assisted with voicemail. Frontier provided out of service credit to Mr. which will be applied to the 2/1/20 billing statement. If Mr. has service issues in the future, he should contact the Frontier business office listed on his billing statement and follow the prompts for repair, so a trouble ticket can be entered. 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.Sincerely,Frontier Executive
Customer Relations
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.
Resolution occurred after I contacted the area manager (Kay Q). This pursuant to my searching online and discovering her name, and then guessing (correctly) her email address. Even as the days dragged on, Frontier was unwilling to provide her contact information. It's true the hunt issue was, in part, related to the fax settings. The larger issue was that the hunt had been for years routed to a 3rd number I maintained but which had been cancelled last summer. The voicemail failure was Frontier's doing, and that it took 10 days to resolve speaks for itself. Ms. Q credited my account 1/2 month (roughly $80). Thank you. Hopefully this tax season I can earn more than the $10/hour this finally represented.
Regards
Horrible service, Intermittent at best. Customer service tries but has their hands tied! 50 year old infrastructure that they refuse to upgrade. Horrible company that takes my money every month but wont resolve the problem!
Frontier was notified Friday, OCT 4, 2019 of our cancellation, however, no representative was available to cancel our services. Other calls were made on Saturday, Sunday, (Oct 5, and 6) and finally getting through to a representative on Monday, OCT 7, 2019 to cancel services. The representative stated the cancellation would go into effect on Tuesday, OCT 8, 2019 and we asked for an adjusted billing statement showing our cancellation for OCT 4, 2019, this was when our new cable company was installed, Frontier was disconnected. We were told a cancellation fee will be on the November billing which would be generated on November 2, 2019. We were aware of this charge and are in agreement to pay since we cancelled before the end of the 2 year contract.
Frontier’s representative also stated we would receive our final billing statement in the mail. On this statement showed we had a Previous Balance of $113.09 and were billed for the entire month of October with no adjustment as we requested. The final bill shows service from OCTOBER 2, 2019 through NOVEMBER 1, 2019 plus our Termination Fee and Tax, totaling $282.77 ($105.37,Term. Fee/$19.31 Tax on Fee/ Previous Bill for no service $113.09).
Another call was immediately made to Frontier October 12, 2019 and after talking to another Frontier representative, this representative agreed we should not have been billed for services we did not receive and placed this bill into DISPUTE on OCT 12, 2019 the day we called to question the billing statement. The dispute would take 90 days we were told and a representative would call us. We never heard from Frontier.
Close to the end of the 90 day dispute, Frontier was called again to follow-up and another representative stated that Frontier’s customers always have to pay if they cancel within Frontier’s billing cycle and Frontier never gives customers an adjustment. Also stating that the previous Frontier representative we spoke to, should never have told us about putting the statement in dispute, adjustments were never given.
Since then another call was made to Frontier and the Frontier representative could not give us any answers as to why Frontier could not give an adjusted bill and was charging us a full month with no service. This time calling we asked the representative where he was located because it was more difficult understanding him, he was in the Caribbean. We asked to speak to his supervisor and we did, however, we still did not get any resolution as to why an adjustment could not be made on a billing statement when there was no service provided to a customer.
On another call, we mentioned to one representative that we would pay and send a check for the cancellation fee, but was told that no partial payments are accepted and the entire statement had to be paid.
On December 6, 2019 an email was received from Frontier showing a cancellation fee of $150.37 due. On that same email a section was available to chat and we did however still nothing was resolved.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she was charged after she terminated Frontier service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.
· Frontier advises as a courtesy we issued credit for the 24 unused days of service Ms. was billed for. This credit has posted to Ms.’s account.
· Frontier spoke to Ms. on January 16, 2020 and advised of the above information. Ms. is aware the remaining balance is for 6 days of service and the Early Termination Fee.
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.
A Frontier Communications agent came to my doorstep on 9/18/2019 and convinced me to switch over WIFI service by offering me promotional items ($100 gift card and 1 year *** prime membership) clearly listed on Residential Sales Order. I agreed to the sales order and we both signed the contract. 4 months down the line I have not received the item so I contacted the customer service by phone spoke to multiple frontier agents(by phone on 1/13/2020, 1/14/2020, by internet chat on 1/14/2020) regard these promotional items which I haven't received. After speaking to all these agents I was told that the promotional items should have been offered and that they won't honor the promotions as promised.
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. advises he was promised promotions at Frontier he cannot have. Frontier has investigated the above statements and offers the following response:
Frontier last communicated with Mr. on January 14, 2020. Frontier advised Mr. we have issued a customer courtesy credit of $75.00. His account currently has a -$19.99 balance on it.
Mr. advised he is disconnecting his service January 27, 2020.
Frontier advised Mr. that if he would do a two-year contract that the promotions that he did not get would be made available. Frontier advised these promotions are only available with a contract for two years.
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.
As of 1/15/2020 I rescinded my account cancellation because I received additional information from a frontier *** agent showing a link of the promo deals being fulfilled after 90 days of the first billing. I'll plan to wait at least 120 days after my first billing and find if they'll process the promos. The business practice of offering promos that can't be fulfilled is not a an ethical practice. This should be elevated to the local managers such that these practices be eliminated because others in my neighborhood also witness the same.
Regards
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. advises he has canceled his Frontier disconnect order. Frontier has investigated the above statements and offers the following response:
Frontier advises we last communicated with Mr. on January 16, 2020 via email.
Frontier confirmed the disconnect order is off the account and the account is still month to month.
Frontier advised until the account is changed to a two-year agreement that the $100.00 gift card and *** free for one year cannot be added to the account to be honored.
Mr. elected not to make any changes at this time.
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.