Frontier Communications

Frontiers service continues to be poor. Constant list of connectivity. We want a different provider was told they have a non compete clause. We are a mile away from having *** but can’t get it. Our entire road gets crappy service and we need reliable internet for both our jobs and school for our kids.

If 0 stars or a negative were possible, I would give it to them. When I closed my account with them last November, their rep told me the equipment I had (originally from ***) was outdated and it was not necessary to return it. Long after I had disposed of it, they wrote me a letter claiming it back and began to bill me for it. I spent hours on the phone with them trying to resolve this, without success. The "manager" I insisted on speaking to actually admitted the fault was theirs but said he was powerless to reverse charges on closed accounts. I wrote a registered letter to which they never responded. On principle I refused to pay the $225 they persisted in billing me each month. They put it into collections and have now attacked my credit, which as a result has lowered my credit score from long standing excellent 800+ to the 600's. A colleague at work has had a similar experience. Avoid Frontier at all costs. They are disreputable.

Very poor internet service,an on going issue . When they do send a technician out it's good service for a week or so and then right back to no internet service or so slow you can't use it. I have tried calling the repair service and follow the instructions and after being on the phone for several minutes pushing buttons it disconnects and tells me to hang up so obviously the phone service isn't working either.This isn't a unique situation because everyone within 5 miles has had problems with repair office.They just don't respond even when you do make contact.

I’ve been having internet issues for longer than I care to acknowledge. When I finally started to call in to address the issue, while on the phone my internet is better while being helped. As soon as I hang up- back to normal. Not satisfied with that I called into the billing department to see what I was paying for thinking maybe I needed to upgrade. Upon talking to the business representative, I was made aware that I was paying for an internet bundle that is not even supported in my area. I’ve been trying to resolve this with their customer service dept for 2 weeks without success. I feel that this is is poor business practice and hope it’s illegal.

I was seeking better and faster internet and was going to go with another company that then ported my phone number- so I then had a trouble ticket when opting out of actually installing other company cable- my number stayed and never disconnected but at the same time Frontier offered to set up a new account in order to get new customer status and a better rate which led to a second account being charge. I only got service from the original account which I have on autopay so now not only did I never get faster internet but had to talk to roughly 15 reps in customer service and billing and nothing ever got resolved. It will now go to collections and I am unable to get a representative to call me back although some have been helpful many are confused and unable to resolve the issue. I was assured they were but received yet another bill.

I ordered Frontier internet service, and opted to have them mail the equipment to my apartment for self setup. After over a week, no equipment arrives. I call them, and they say, “oops, we forgot to mail it. It will be another week. After 2 weeks(with no internet)it finally arrives, but it doesn’t work. We call tech support, and they can’t figure it out.They send a tech out, who informs us that my building doesn’t have enough gigs to support Frontier internet, makes a note of it, and takes the equipment. A month later, I get a bill for internet service that I never had. They say that even though the tech made a note that he removed the equipment, they have to investigate, which takes 3 months. After 4 months, they mail me a letter threatening me to pay for service, or put this on my credit. They are using their corporate power to get $80 for service I never had. This adds up after ripping off large numbers of consumers.I refuse to pay, and want the account cleared. If this was the 90’s, the account would’ve been cleared immediately. Corporations today completely lack any integrity. This is corporate overreach.

In November I was experiencing some weak WiFi in a section of my home. I called to inquire about getting a second connection in this area of my home. They set up a time for a technician to come out and set it up. I took a day off from work and it was a no show. Called and set up a second time and my wife stayed home. Another no show. Finally on the third appointment a technician came to my home but according to him he did not have the proper work order, explained he didn’t have a second connect to complete the service and suggested that I just get a WiFi extender on my own from amazon as it would serve the same purpose. So that’s what I did.

In December I noticed on my bill that I was charged both for the service installation and the second connection. I called and after speaking to nearly 5 people finally it seemed like the problem was resolved and I would be credited the money charged to my account.

Well it wasn’t. January rolled around and not only did I notice the charge was not credited back to my account but I was also charged for a second connection in the month of December. I called back again and I was informed my case was denied (not sure why and nobody ever called to inform me of this or discuss why it was being denied). So we went through the same motions again where someone said they noted the file wrong previously and would have the case resubmitted. It’s been over a week since this and still no resolution. I have been linked to some social media account manager who just emails me every couple day saying that the credit adjustments are still pending approval.

Not only have I not been credited for the technician set up which consisted of two missed appointments and a guy showing up to my house on the third time only to tell me he didn’t have the equipment to do it, I have also been charged for a second connection for the months of November and December. This is absolutely absurd. I ask that you please look into my case and have this resolved as soon as possible and if anybody has any further questions that they can contact me directly.

They are trying to charge us for services we haven't been able to use since we signed up for it in November. We have contacted them since November asking for a supervisor on multiple occassions and they refused to transfer us. They have now canceled our services and are still trying to charge us for services we were unable to use since signing up in November. I even switched my cellphone plan to have HotSpot so I had internet to accommodate my school work.

In Sept 2019 I ordered to upgrade to *** net thru frontier. *** came out and could not install as we have too many trees. Tech turned it in I called to tell frontier they told me they would adjust bill. On OCT 30 2019 Frontier took out $116.35 from my bank account AS MY NORMAL INTERNET WAS $34.69 MONTHLY. why was I charged extra $81.66 AND NOT PAID BACK. The tech today stated frontier DENIED my refund. WHAT ? YOU TOOK MONEY PAST MY BILL AMOUNT FOR WHAT ?? I WILL CONTINUE TO PURSUE AND LET FRIENDS AND FAMILY KNOW NOT TO USE FRONTIER V

To whom it may concern,
I contacted Frontier on 8/29/19 and spoke with a representative named Taylor to terminate my internet service. Taylor suggested that I kept the account dormant for a monthly fee of $5.00 instead. I rejected the her suggestion and asked her to disconnect my service on 8/29/19 I also requested a return label for the router. The line got disconnected, no one followed up with me either. I was under the impression that all was set and there was no need for any further actions.
On 9/9/19 I contacted Frontier again to follow up on the label for the router and spoke with a representative ID # ***. Since I did not get any confirmation email I called again on 9/10/19 and spoke with representative ID# ***. The line dropped again so I called back on 9/11/19 and spoke with ID# *** who confirmed that the label was ordered.
The first week of december I received a collection letter from ***, stating that I have an unpaid balance for my Frontier's account for the month of September. I called Frontier to inquire. The representative told me that I can dispute the charge which I did. on 12/24/19 I received another latter from the collection agency again stating that Frontier declined the dispute and they are proceeding with the collection. I called Frontier on 1/06/20 and spoke with Cathy who said that my account was disconnected on the on 9/10/19 and they cannot void the charge, and the line dropped. I called again and spoke with Anthony who said a supervisor would contact me within 30 min. No one called me. On 1/7/20 I called again and spoke with Denida who said that according the records the rep I spoke with on 8/29/19 documented that I called to disconnect but I hang up the phone and did not proceed with my request.
I called and asked to terminated my service that is all that I had to do. If there was an issue with he call I believe they should've called me back to confirm that I did in fact want to cancel service. The rep asked for the best way to contact me in the event the call is disconnected. So if the rep chose to disregard my request that should not be my concern. I expect the fee to be removed since I did not have service for during that time.

My internet service has been terrible. We pay to have two internet lines and they were not working. I tried to call them multiple times with no help. After calling 4 times and telling them that if they did not send a technician I was calling the Revdex.com. They finally scheduled someone to come out here and fix the problem. They told me that after it was resolved to call back to get a credit on my bill for not having service. My service finally came back and I called them. They ran the thing through their tech and came back and said that my internet was down for 3 3 almost 4 weeks and I would be issued a credit of $56.00. I asked why the credit was so low since my bill is 125.70 a month. They said that it was generated by their system and that I would not receive credit for the taxes that I was charged. I pulled out my bill and saw that my monthly charges before taxes is 95.99 a month. That makes my service 23.99 a week. I do not think that I should have to pay almost $70 when I did not even have service for an entire week out of the month. The lady then told me if I was unhappy I could talk to a supervisor. I then said yes and she put me on hold for over an hour without saying anything to me. I hung up after being on the phone for 2 hours and called back and once again asked for a supervisor, the person said that they would get one and then hung up on me. I am now on the phone again with them on hold again to try and get this resolved. I am extremely frustrated and do not understand why I have to pay for service I did not receive and why I am being taxed on service that didn’t work and I shouldn’t be billed for.

I purchase devices in April of 2018 I originally supposed to have gotten phone internet and cable services I supposed to have gotten one dvr box and four receiver boxes the person installing the services on joy had one dvr box and three receiver boxes and told me to use my sons Xbox one gaming system for fourth receiver box I agreed and he said he would take care of it with the company so now football season starts in September 2019 and I have a tv installed outside on deck so I knew I needed a wireless box to watch game outside so I called to get a new wireless box they informed me that I already had one dvr box and four receiver boxes that I had my limit so I explain to them that since the very beginning I only had one dvr box and three receivers boxes so they checked all my equipment and found out I was truthful so they sent me the new wireless box and told me my bill will stay the same since they was already charging me for one dvr and four receivers boxes so the representative went in and checked my bills and said they owe me somewhere between $80-$90 for credit and it will be on next bill to make long story short I have talked to at least 15 ppl since oct 2019 and still no credit on my bill I have two accounts with FrontierTV at two locations they explain all this to me months ago now they saying they don’t owe me anything my bill is the same since Jan 2019 till now because I can’t go back and check bill history on they website said if I’m making this up like the representatives keep saying why my bill didn’t change once they gave me extra box I just want my account credited like they promised me months ago

I received the following email
All inquires after email have not been met with any resolution or explanation of charges that were not made by me. This is a land line that is hardly used ever in my home office and used with a fax . I am a retired Us Marine Corp veteran and disabled, additionally prior to the email they would call and when I say hello no response then I get so aggravated I end up hanging up with profanity. They are unprofessional lack integrity and have done nothing about fraudulent calls and have not itemized them and to where and when. I have 17 years with the subject tel# in question and never a collect or toll call, absolutely no history. I am hoping for some resolution. Do to there poor communication skills I originally thought this was a scam or phishing for personal info.

Telephone Number

Estimated Cost as of Friday, January 10, 2020: $462.72

Dear,

In an effort to protect customers, Frontier investigates and quickly attempts to notify customers of an unusual or high usage on their Frontier accounts. This usage may include both billed and unbilled charges for long-distance, collect, 900, and international calls or pay-per-view or Excessive Usage of long-distance over 3,500 minutes for residential or 5,000 minutes for business.

Please contact us when you receive this letter as parts of your Frontier service may be interrupted as a protection to both you and Frontier. You may be asked to accept a domestic or international calling plan (if available) to cover calls you have already made, make an immediate payment for international, collect, 900 calls or pay-per-view. We may need to let you know of a violation of Excessive Usage tariffs or another applicable tariff.

If you have questions, contact me on the above extension. If you need immediate assistance, you can reach a High Toll Monitoring consultant at Monday-Friday 7:00 AM-6:00 PM. Please be prepared to validate your Frontier account information by Federal Tax ID, Frontier bill PIN# or other data related to your Frontier account. We appreciate your immediate attention and cooperation in this matter.

Sincerely,

Frontier High Toll Monitoring

Sincerely

If I could give less than 1 star I would. I called to get a quote on a TV bundle, and it was too much money then I wanted to pay. I told them no thank you and went on with my business. A week later I had received TV equipment in the mail, and they charged my account an extra $140.00. When I saw this I called and they saw that I did not want this service. They told me to return the equipment and they will cancel the account. Its been 2 months now, and they have not refunded my money and keep saying that it will take some time. They have the worst customer service department than I have every talked to. They tell me they see the mistake and are taking their time to refund me my account.

Since Oct 28th of 2019 my internet service quit working, they explained that it was a broken line down town. I had several days where they were supposed to come to the house to fix the internet and they didn't show up and did not call to let me know that they weren't coming. I went back and forth with frontier several times since Oct 28th till Dec.20th. With no resolution. I was told several times by the billing dept that I didn't need to pay the bill until services were fixed. Again, as of Dec 20th the internet service still did not get fixed or did they show up, they ended up telling me it may be till the end of Jan. before it may be fixed. I was frustrated and on the 20th of Dec. I called frontier and canceled the plan, I was transfered to a woman in Tampa to cancel the internet. I explained everything to her and she seen all the notes in the system saying what trouble I was having with the tech department. She sat on the phone with me and told me my account was cleared and I get a email from Fronitier saying I have a bill of $111 and change, I called and tried to explain what I was told back in Dec. about my bill being cleared cause I hadn't had any services, the 2 people I spoke with today are telling me, I owe the bill and will be sent to collections. I need this straighten out, I was told by the woman in tampa in Dec it was cleared. HELP

I am being charged for installation and service for something I did not order nor received.
I have contacted customer service 4 times in the last 2 months, and they stated that the review is pending for a credit.
In the meantime I received a letter from a collections agency.

10-23-19
COMPLAINT: Frontier Internet Service

We have been getting this message when trying to hook up to internet:

“CANNOT CONNECT TO DNS SERVER”

This has been going on since Oct.1, we cannot get internet service, and it is happening in our
Neighborhood, not just our home, but several homes in our housing development. Several
People call in to complain and have some Frontier person come out to fix/upgrade the internet
Box that is in our area, but are always told it is a problem in ‘our home’, it is not, it is with the
Frontier internet box, last year it was because the Frontier box at beginning of our development
Was underwater, perhaps this is what is happening now, as we have had lots of rain lately??
Will someone from Frontier Internet Service please come out and repair or replace, upgrade the
Internet service box.
Our one neighbor, *** and Peg Janisch have told me they called you 4 times now to complain
About NO internet service, yet are always told it is in ‘their home’.... it is not, it is your box.
It needs to be looked at and repaired, this is not good service for Frontier to just ignore our
Neighborhood. Also *** and *** have same issue, so do others. Please look into this matter.
Sure, we get reimbursed now for the days we go without internet service, but we just want the
Internet service to WORK. Thank you.
We live on the *** 01-10-2020, We all went WITHOUT internet service for 22days this time, there was an OUTAGE in our area. I sent this letter above Frontier- NO response- so far frontier has NOT credited us the mere $22 that they told me they would since internet in our area of *** had an OUTAGE of 82 homes it affected. I called frontier and the lady told me since your bill is $102.00, just pay the $80 this time so the $22 is credit, so I PAID the $80 as I was TOLD and then NEXT bill from Frontier had a $9.00 LATE FEE attached to is since my previous bill was not paid in full, I called and tried to explain to person on why I didn't pay the $22 and was TOLD to only pay $80 and he said- NO- YOU HAVE TO PAY not only the FULL amount due, but now the additional $9 late fee!!! and also, if you do not- then you will get another $9 tacked onto next month's bill. I was on phone with him for 58minutes!!!!!!!!!!!! and he insisted no credit was due to me, he even said he found the ''outage'' in our *** area, yet it had to clear thru some 'committee' and expect 90days to see IF I even get the mere $22 back for credit AND now the $9.00 back. This is totally POOR CUSTOMER SERVICE and should not be happening. There are THREE people besides myself now that filed complaints againsr Frontier for this- please look into it, thank you...

Called Frontier Communications (3 times) about internet service and they told me they would send someone out to assess. To my knowledge no one contacted me. At least households within 2 miles have Frontier Internet service, however I have not been provided the same service. Can you assist in addressing this issue. thanks

We first signed up for Frontier to be installed on September 6th and they did not show up. When we called they said we cancelled which was not the case. We let them know that we did not want to proceed with their service as they cancelled on us two more times to come out and install the brand new service.

Anytime we would call they would pull up the account information and call us by the wrong name and security information did not match which made us think that somehow our accounts got crossed and they made a mistake.

We have continued to get a bill for September service, that was never received, installed or signed for and was told it was being sent to collections. We opened up a dispute with their collections office on 12/17/19 under I-***. We called back on 1/9/20 to get an update on the case and was told that it was already sent to a collections agency. The customer rep told me they would transfer me to a supervisor to only be hung up on.

I called Frontier Communications on 8/3/19 to cancel cable/internet service. I was told they would cancel it on 8/5/19, which it was turned off then. Afterwards I received a bill in the mail for services from 8/1/19 - 8/31/19. I called customer service several times to ask why I was being charged for a whole month of service when it should be 5 days. I could not get a straight answer from any of the reps I talked to. I was told to just hold off they may adjust the bill. On 9/26/19 I received a letter stating my account will be going into collections unless I remit payment. I called the number on the letter and when I finally got through I was told they were going to put in a dispute and I would be hearing back from someone but it could take up to at least 3 months. I was assured this would not go to collections nor would it affect my credit while it is dispute. I received a case number and they told me I would not incur late fees. To date I have not gotten a letter nor a phone call. On 1/8/2020 I received a call while at work on my cell phone from a collection agency looking for payment for the outstanding bill. When I explained Frontier has my account in review with the dispute the collection agency informed me they will call me back in 2 weeks so I can have time to call Frontier. On 1/9/20 I once again called Frontier and they said "we see the notes" but it still went to collection. We do not prorate the bill. I explained I was not told that nor was a contract signed and furthermore I did not receive any correspondence or phone call stating they came to a decision. I was told by the rep she would put in for a level 2 dispute (I don't know what that is) and she would get back to me. In the meantime she told me to call the collection agency to have them put in a formal dispute on their end. I did call and they put in the formal dispute.