Frontier Communications

My Frontier Account Number: 9***
My phone:

Timeline:

November 2017 I signed up with Frontier Communications for cable and internet.

December 8, 2019:

I called Frontier Communications at and spoke with Customer Service Representative April. I advised I need to transfer my service from my existing address to my new address on December 28, 2019. I specifically advised April I need the technician to make me one of the last appointments of the day as my daughter and I are moving that day. She confirmed she noted this vital detail for the technician and advised my Order Number is: 71923043.

December 28, 2019

12:59pm I received a missed call from . I later come to find out this is Frontier technician Mario. There is no voicemail, no text, and no additional call. No technician comes out to transfer my service, that I would note was set well in advance December 8th.

5:25pm I call Frontier and speak with Charlie who says the technician notes state he called me TWICE, and that he came to my home and no answer. I informed Charlie this is false as my cell phone records would prove the above. I attempt to reschedule my appointment given Charlie advised no one was coming. She states at Frontier, Customer Service does not set service appointments! Charlie states Technical Support Department sets appointments. Charlie transfers me to Tech Support. Alexis in Tech Support advises me she does not know why Customer Service transferred me to their department as they do not set up Service Appointments. She transfers me back to Customer Service. I then speak with a Male Customer Service Representative. I do not have his name. I explain the above, and ask for supervisor. I have Frontier on my speaker phone. I am then hung up on!

My time spent on this call: 46 minutes

December 29, 2019:

9:25am I call Frontier again. I speak with Dequaveion in Customer Service and explain I still have no service for internet nor tv. Dequavion apologizes for the inconvenience and tells me he has scheduled an appointment for Monday December 30th between 8am to 12 noon. I specifically explain that I work from home and my 11 year old daughter is on Winter Break. We need service. I ask that a note be put for the technician to see that my original appointment was December 28th and for him to make me the first appointment December 30th. Dequavion says no problem and assured me a technician would be out next day. Great! I am happy my cable and internet provider Frontier has resolved this appointment issue. I ask Dequavion for a supervisor to advise of the negative experience. He comes back to line and states supervisors are in a meeting, but assures me a supervisor will call me today.

My time spent on this call: 21 minutes

No Frontier Supervisor ever called me as I was told.

December 30, 2019:

10:41am No one from Frontier has come to my home nor has attempted to contact me by any method. I again call Frontier and speak with Liza in Customer Service who tells me my appointment is for January 6, 2020! 7 days from today! I attempt to have a conversation with Liza who was anything but helpful. She says, "Give me a second because your not going to try to listen." Wow. Then she placed me on an extended hold. Liza is the rudest most unprofessional person at Frontier I have ever spoken to. She told me I was rude! She also had absolutely no answers as to why no technician is coming out yet again. She shouted at me (the paying customer) "I don't work in dispatch!" when I asked her for Frontier's explanation as to why they are not coming to my home as scheduled. This women was nasty and horrible to me and does not represent Frontier well at all! She has zero customer service and no human empathy. I asked for her supervisor and she said the supervisor was going into a meeting. I noted this is the same exact thing Dequavion told me the day prior. Everytime I ask for a supervisor with Frontier they are conveniently in a meeting unable to help their customers! This is a lie. I don't believe this employee ever attempted to get her supervisor. Nothing is resolved with this employee

My time spent with Liza on this call: 29 minutes

11:11am I phone Frontier Communications again for help. I speak with Keira in Customer Servive and advise a technician is suppose to be here. She tells me the notes indicate I have an appointment for January 6th. I advised her of my conversation with Dequavion of day prior as he assured me my appointment was for today. Keira informed me Dequavion just told me that to get me off the phone as an appointment can not be scheduled that fast without having someone above him do this! Now its confirmed. My own Cable and Internet Provider who I pay for service actually lied to me! I ask for an explanation and receive no answers. I ask for Keira's supervisor and after extended periods of hold time she tells me that her supervisor says I need to speak with Technical Support! I explained that I have already been down this road and Technical Support can not do anything for me given I have no service! I have to demand to Keira that I hear from her supervisor directly. Eventually after extended hold times I speak with supervisor Corey. I explain everything yet again. I gave Corey the technician's telephone number and asked that he call to expedite my appointment and resolve this matter. Corey takes the number, places me on hold. Keira now comes back to line after extended hold advising me that Corey told her to tell me that their escalation team will call me! I asked Keira if Corey simply called the technician and she stated no. Wow! Frontier employees do not care about their customers! The supervisor did not even have enough respect to finish the call with me nor try to resolve anything! Anything to get me off the phone is what they do. I ask Keira how long will it take for "escalation team" to call me? She states, "1 to 2 business days." !!!!!!!!!!!!!!!!!!!!!!!!!!!! Wow! Now I am angry.

My Time Spent on this Call: 1 hour and 40 minutes!

11:41am While on one of the many extended holds with Keira, I phone the field technician Mario with Frontier. He tells me he came to my home December 28th. He first said he came at 2pm then he said at 1pm. I told Mario that I had Customer Service note to him to make me the last appointment because Im moving this day. He states Customer Service messed up and didn't schedule me ever for any transfer of service. He states they scheduled me for Phone Service with copper wiring!? I advised that is not accurate. I called in a service ticket to transfer my existing service. I asked Mario in a pleading manner if he could please come out and he said he needed an order. Nothing resolved.

My time spent on call: 8 minutes

In sum, I have spent 204 minutes of my time which is 3 hours and 4 minutes with Frontier Communications to have them simply send a technician out to my home. I have begged, I have pleaded. I set my appointment for 12/28 well in advance on 12/8. They have no moral compass and since its not their home nor life these folks do not care. I have been lied to, hung up on, ponded off to different departments, and toyed with all the while I have no internet nor cable and my 11 year old daughter this is her Christmas break and we can't simply enjoy it. I want Frontier to have respect for me as their customer and to send a technician out STAT. I did nothing to Frontier to have this unacceptable treatment with no answers from these folks who I pay religiously every month.

Dear Revdex.com,
I would like to report the issue I had with Frontier Service. I am normally not a complainer when bad thing happens, but this one I have to. On June 18, 2019, I signed up for Frontier service. I had a problem with the internet not working at times. When it is not buffering, it completely shuts off in the middle of what I am working on. I can't do without the internet. It became frustration at time. On July 15, 2019, I terminated my service. As you can see within 30 days of having the service. I was sent return information to return the box within 30 days. I returned the equipment. My bill supposed to be $50.00 or less each month. I had a balance of $189.27. I understand this is part of installation and tax. After I canceled my service, by bill jumped up to $332.01. I received a letter in the mail from the collection service for the balance of $332.01. I called the customer service and I was told, they received the equipment and it is documented. She told me since as I return the equipment my balance is $189.27 and the rest is for the equipment. I also asked if cancellation fees was included and I was told no. I asked if they would subtract for the equipment, since as I returned it and I didn’t use it for the full 30 days. I asked to speak to a manager. She came back and told me that they will subtract for the equipment; therefore, I owe $189.27. As far as the installment fee, there is nothing they can do to change that. I asked if I can make pay the balance now. She wouldn’t take my payment. She said I have to pay the debt collector, since as the bill already with them. She told me that she will send a new bill over to them.
I called the debt collector (***, INC., PH# ) and explained that I spoke with Frontier and they said, they will send over the new bill. I told them the amount I am supposed to pay and if I can go ahead and pay that amount. The gentleman I spoke with advice me to wait until the change take effect. Since then, I have been going back and forth with Frontier and the debt collector. The debt collector disputed it twice and Frontier refuse to change the amount. I drove to Frontier office to talk with them, but only the employees are allowed to enter their office. This has become stressful and frustrated for me. This is also messing with my credit, and I can’t afford to let it continue. I went ahead and pay the $332.01, full amount to the debt collection, but I am not happy with FRONTIER SERVICES at all.

Frontier Charges $10/month rental for their router with the option to buy one. I returned the rental unit on 8/23/2019. Since then I have made repeated call to their billing dept to get the charge removed from the monthly billing and get a credit for the erroneous charges since August. Each time a call their billing I get put on hold for a supervisor. After sitting on hold for some time, I get dropped. ( I have a receipt from the Frontier store for the returned router)

Wanted to pay final bill and be done with this horrible provider. Website wouldn't let me and app was on about "technical issues". I don't have checks, very few do now a days. Only option left was to call. They wanted $4.50 convenience fee. It wasn't convenient. I told (Mellisa, employee ID: CD***) that I wasn't fond of extortion. Mid next sentence she put me on hold. I'm currently at the 1 hour mark. At this point her phone is tied up and can't receive or make calls because I won't hang up for her so that's nice I guess. I'll likely pay the $4.50 and move on just to be done with it, given no other choice. Just need to get off hold in the near future to do so.

Horrible customer service so we decided to switch to another provider. To amplify my hatred here is how I was treated trying to port out my numbers.
1. Frontier confirmed I could take my numbers to my new provider, which is called a port out request.
2. Frontier then rejected my port out because something called simply frontier.
3. I called Frontier, they said they fixed the issue and I can now port out.
4. I resubmitted the port out request, but before it was completed our service stopped working and they deleted our hunt group and caller ID.
6. It was down all weekend, which they fixed and said sorry you can now port out your numbers.
7. The port order was rejected again, because the same issue.
8. I spoke with a manager, they confirmed issue is fixed, but the port order was rejected again.
9. I called back (this is 4 weeks now), and they are telling me in order to port out I first have to delete all services from our lines (caller ID, hunt grouping) which will break our entire system. They said there is no way around this.
I am now calling the office of the president to see if they can help. This was the number I was given, but so far have been on hold for 20 minutes not sure if they will answer.
5. I then learned the technician broke our entire system removing simply frontier
6. Because this happened on the
2. I requested the port out and it failed because I needed to remove something called simply frontier.
3. I called Frontier customer service, told them what happened, they said no no worries we can fix this.
4. 2 days later our hunt group, phone system, and caller ID all sopped working. This was because whatever they did to allow us to remove the numbers broke everything. This happened Friday end of business.
5. We run a 24x7 company and our heaviest call volume is on the weekends.. well customer service was not in on the weekend to add something to our account which could fix this AND technical support said they couldn't fix this without customer service first adding it to our account, so our million dolloar business came to a halt over the weekend.

Five years ago (Dec 2014), we set up our retired, widowed mother with her first computer (***) and internet connection with Frontier. There were many problems with initial account activation and billing which resulted in a complaint filing with the Revdex.com. I dealt with a pleasant women named Robin from the Executive Office who helped resolve all issues. Mom (*** - 78 yrs old - Acct# ***-6) hasn’t had any problems until the kids purchased a *** DVR for her this 2019 Christmas. During troubleshooting (primarily signal loss and buffering while streaming), we found that her internet download speeds were ranging between 2.4-3.1Mbps, less than half of the 6Mbps she is expecting. This is unacceptable. It is unclear why she is being throttled. It could be due to her using only her *** for 5 years and Frontier noticing that she doesn’t need the full 6Mbps, but streaming Full HD requires ~5Mbps. I am once again asking that Frontier step up to help resolve this current issue. She is paying full price for 6Mbps, she should be receiving 6Mbps. She lives alone as all 3 of her kids are scattered across the country, so your prompt assistance is greatly appreciated. My sister setup the *** while visiting, and spoke to a Frontier Rep on the phone who stated that there was nothing they could do about the reduced download speed. We are currently researching alternative ISP options if his statement is accurate.

I used Frontier Communications for my home phone [] and my fax no. []. I Canceled my service on Oct 31 2019. They agree with this date. They billed me $116.38, for the period 10/19/19 to 11/18/19. They told me to wait for the final bill, which never arrived. Now they turned it over to a collection agency: ***. The collection agency is sending the bill back to Frontier. I had been with Frontier Ever since they bought ***. Their service was terrible. I'm glad that I won't deal with them any more. I thank you for your help.

This has got to be one of the most difficult companies to deal with. Every time it rains for the last 3 years, I have gone without phone service. I go online and report the issue. They tell me the same thing every time. They will send me a technician but they cant get out until tomorrow. Tomorrow comes and it isn't raining...of course. Technician never comes to my home. He calls from a local office building to tell me that it looks like my phone service is restores so he doesnt need to come. I explain the same thing to him every time that it only happens when it rains. He claims he will look into and nothing ever happens. Next time it rains I star the whole process over. No one at this company cares at all. I have threatened cancellation, lawsuits, etc. They just tell me to call when service is restores and they will give me a monetary credit. Like I have nothing better to do then sit on the phone or online with these people. I even tried to escalate the issue today and the was told that the supervisor of customer service was the top person in charge. What a bunch of BS!

I have been a customer at *** since September, 2019. In this time I have had to call Frontier multiple times every single month to request for them to repair my services. They have had to send a service tech out every single month (at least once a month), each time I am told my services have been "fixed", this is very far from the truth. I have spent countless hours on the phone with technical support in between technician visits to have them attempt to reset my services remotely, mostly to no avail.
I am still being billed and told to expect new billing for technician services. I feel I am being "sold a bill of goods". I have requested to either have my services legitimately fixed OR to be allowed out of my contract due to what I am considering "false advertisement", as I have been told I have the "latest and best equipment available". However, there is no possible way that I am in possession of this quality equipment or I would not need to call to request assistance almost constantly.
There is a significant failure on behalf of Frontier Communications to provide the minimum standard of services that I am contractually obligated to pay.

On December 26th, I signed up for service with Frontier, after a gentleman was going door to door. I signed up for home and business services. My home install date was set to be December 30th between 8am and 12pm. At 12:10, I contacted Frontier to get an update and was told that they sent something out to dispatch and the technician would call me. At 12:50 I contacted the company again and was told that there were no updates from the technician. I then explained that I had to get on with my day and couldn't wait any longer especially with not having any updates on the install. I then explained that I wanted to cancel my installs, due to the fact that if their installation is unreliable, I don't know how I feel about getting their service. With that being said I asked that the hard credit inquiry be removed from my credit. I asked this because it was indeed lack of service and communication from the company that made me cancel the 2 installs. I was then transferred 3 times and had to repeat all information each time, just to be transferred to someone that finally told me that they can't remove a credit inquiry. It then took them 36 minutes to find both of my accounts and cancel the installation. My concern is my credit hit. I really want for this to be removed from all credit reports, as Frontier's lack on communication and a no show for an installation is the reasoning of this cancellation.

We have Frontier Communications for internet service at our home. Our equipment failed in August, 2019, and we called for it to be fixed. Frontier confirmed that it was due to faulty equipment and would need to send out technician to replace. Due Frontier being short staffed, it took almost two full weeks before a technician could come to our home. Once new equipment was installed our service was restored. My husband and I contacted Frontier to request refund for time spent without service due to it being faulty equipment provided by Frontier. We were informed Frontier was not obligated to refund this time. I called back on Nov 15th, 2019, and received a ticket # S-*** and was informed we would be issued a refund for the days without service (Aug 12th-23rd 2019) plus the $10 late fee. I called back 12/30/19 and spoke with another representative and was informed that there was never any confirmation from the technician and that my ticket was still in dispute. No refund has been issued as of filing this dispute.

we are a tire shop company, we currently have service with frontier at *** and the internet service has been just fine. So we opened a new location: *** , we called frontier for service to this new location. They came and installed internet and phone number, we were sold 100MBPS, since the installation date 12/09/2019, the internet has been failing (intermittent - on and then off and then on and then off) and at only 3MBPS, I have called them numerous time for support by phone, and at least three technicians besides the installer have come by our office to troubleshoot, but so far nothing has been solved. I called customer support today 12/30/2019 to see if they can undo the one year contract since they didn't delivered. They said no, since no notes from technicians say that. They transfer me to support again. After trying all kinds of troubleshoot with support all this time, today I felt like they were just laughing at me. Please help.
Thank you. P.s. I'm leaving on vacation tomorrow, I come back on the 1/06, so no hurry, but please do help.

I’ve been without service for one week. My first appointment was scheduled from 1-5 on Friday, December 27 from 1p-5p. At 5:15 I called since I had not heard from anyone. I was told the driver had to go pick up a part and would be here ASAP. At 5:32p I received a text stating my appointment time as cancelled due to unforeseen circumstances and would be automatically rescheduled for Monday, December 30 from 1-5. At 4:45 I called customer service since I hadn’t heard from anyone and after 55 minutes on the phone I was told my appointment would not be honored since the drivers overtime was denied. Both days I received no communication after taking off work and waiting. I am not stuck with no new appointment and more days I have to be off from work with no one who is able to ensure my service will be restored. I am also paying for this service, which I can not access.

Cancelled service was told there was a $10 disconnect fee for internet service and we would be refunded part of the bill we had recently paid. Following month instead of a refund we get a bill for $100. We pay the $9.99 for the internet charge and disregard the rest thinking it to be an error. Next month another bill wife called thought had it resolved. Nope, same thing next two months. I went to chat was told the $100 fee was for disconnect after being told three times prior that they owed us now all of a sudden we owe them. Would not recommend frontier to even worst enemy. Den of thieves and for a company in communication they don't communicate well at all. Need to have zero star option or maybe even negative.

On December 2, 2019, after a number of chats regarding the overbilling of services, I sent the following letter to Frontier: Dear Management, on September 2019th, as my contract with the Frontier Communication was due to renewal, I contacted the company through Chat with Glean, one of your managers. Glean offered me a contract for one year, starting on October, for the total monthly payment of $157.00. We agreed upon this contract.
On October, due to the outages and overbilling, I contacted your company through chat with Rose. Again, after lengthy conversation, She waived a few charges and assured me that my payment will be $143.06, for that month and $157.00 for the months after.
Now again, I am receiving a bill for a much higher payment of $208.71. I am quite frustrated that the Chat communications are not transmitted to the Billing Department. I have spent hours of communication with your company and the result is a communication breakdown.
I am requesting the management to review the transcripts of these Chats and honor the agreement between me and your company. I have made an online payment 0f $157.00 for December, and would like to continue with this payment for the year 2020.
Thank you for your consideration and follow up action. Looking forward to a favorable resolution.
Sincerely
***
However, my complaint was disregarded and I still received a bill for $258.00 from the company.

I called and requested to transfer my internet service with Frontier within the same small city, on Dec. 12.
Dec13 I received a phone call that they did not record my new address correctly.
Dec 16 the technician did not show up, through several phone calls, I was told a technician wasn't needed. I was not notified of this change and had people waiting at my new house all day.
Dec 17, called to schedule a technician to install a phone jack. was given the time of Wed. Dec 18th from 8-12:00 for a technician. Again had people waiting at my house. The technician never showed. Through phone calls I was treated sarcastically by customer representative and told that the order was never placed. I cancelled my service with the company.
The I received a bill for the entire next month of service.
Through several more phone calls, I have been unable to resolve the last bill. On the bill I used internet approximately 2 days and have been told I need to pay the whole month because they can't prorate. The only reason I'm am cancelling service is due to poor costumer service and no technicians showing up. the final bill is not in my fault, but theirs.
They are still sending me bills. and have yet to cancel my service although several phone calls have been made requesting it.

The internet service does not work 70% of the time and when it does work its slower than a postage stamp. I've had the service for a year and i'm tired of paying $35 a month for nothing. I've replace the house wiring and there's no improvement. They are either using old equipment / technology or there is something wrong with the line on there side of the phone box. I'm not going to keep calling them and getting the phone tag run around. They need to come to the address and fix their problem. I can't even make a simple phone call or send a text message over the wi-fii let alone get on the internet. Other people in the area have far faster speed than I do, so i'd like to know why or how is that possible?

I confirmed an appointment for service and they never showed up due to poor customer service practices.

Multiple phone call over 3 hours each, they sent out technicians 2 times,both time they did nothing. Last one actually left a router and told us to hook it up. Finally figured out how and can't get on the internet still. I have paid the last 2 months and have not had wifi access.

Frontier communications is billing me over double of what they said for the services I received. I want to cancel my service, but they state that it against their company policy to pro rate the bill. I have decided to cancel their service and pay my final bill in full.