Frontier Communications

Frontier Communications lied to me about my Agreement Term Length.
I signed up for a 1 year contract on December 19th 2018 and I called last month to see if I was going to see en ETF fee for leaving the company after 1 year. Now that I did. Now I am told I am on a 2 year. I asked for the original agreement. They will not facilitate. This is clearly how they commit fraud. No solution has been found. No one calls me back.

I called Frontier on 12/16/2019 in response to an internet advertisement that I received in the mail. It quoted a monthly cost of $24.99 for the service. The customer service rep confirmed that the internet was available to us but would cost $44.99 a month, $48.98 a month total with all taxes and fees. He said the offer included price protection, so the price would be locked in, with no contract and he'd give us free installation if we signed up with him on this call. I agreed. He confirmed the cost again, gave me the speeds that we would receive, and my account number. He scheduled the installation the next day. The service was installed on 12/17/2019. We now have received a bill which included charges for Equipment delivery and handling fee in the amount of $9.99, plus a Technician Installation fee of $75.00. This totals $84.99. I called to have the fees removed from my bill because I was told that I'd have free installation. The first customer service rep said that I didn't qualify for the offer due to my credit. I told her that I have excellent credit and have never been denied a loan. So, that is absolutely not true. If I had bad credit, they wouldn't have set up the account. She hung up on me. I did not swear or raise my voice, so there was no reason to hang up. I called again. The next rep said that she couldn't remove the charges but would file a dispute. She said they never offer free installation. I asked her to check the records and speak to the person that set up the order. She said they don't have records like that. When I said I find that hard to believe, she apparently looked at the records for the order that she said didn't exist and listed off the pricing that I was given but said there was no mention of free installation. She asked if I wanted to file a dispute and went on to say that disputes take more than 30 days to resolve though. So I'd have to pay the bill. I told her to file the dispute because I am not paying the charges. I agreed to the service based on the installation fees being waived.

I am trying to cancel my internet service which renews in the 9th if Jan. Twice I have called and they refuse to let me talk to a supervisor about this. They said they can’t cancel this service until the 13th of January. I have told the person no it needs to cancel on the 9th before the auto renew. They then will try to charge me termination fees I will not pay this fee as I have been calling and they won’t cancel the service. Both times rude people

They sent my bill to an email address that I had never given them or have I ever had. They sent me a letter stating that they were going to shut off my service for non- payment. This was my first bill. I contacted them and after talking with several people explaining what had happened, I finally reached a gentleman that would extend my service the 2 days I needed until I received my disability payment. I called a day early and paid the entire amount due. This was on 12/2/19. On 12/10/19 they took the same exact amount off of my debit card. I have not signed up for auto pay even though they keep saying I have. I called them on the 13th to tell them they had taken money they weren't owed or authorized to take. They told me it would take 5-7 business days to get my money refunded to my account. When that didn't happen I called them back only to be told that the refund request had not been put in until the 18th and that it could take until the 27th. I called on the 27th and they told me 2 different stories about why I had not received it. They said a bill had come out and I told them that wasn't due yet and that I would pay it when it was due. The next story was that my debit card refused to take the money back. I called my debit card company and there has been no attempt to put my money back. I have now been told that they will try to push it through today and then it will be another 5- 7 business days before I will receive my refund. I am living on disability and $168.76 might not be a lot for some people, but it's a lot for me!

Ive been with this service for a while. I am under a contract with them that only makes me pay 100$ a month for 25mbps. Which in my opinion is a ridiculous price hike for a service that goes out or is usually never up to that speed on the days that I off work.
I usually contact them for a fix/repair service which a repair man will come out to check the problem usually its an issue on their side for not turning on a certain line but my biggest problem with this company is that to receive my speeds of 25mbps im supposed to have a phone line which is why im forced to pay 100$ a month for a the speeds.
As im typing this right now my speed is a 3.0 mbps and has been between 3-5mbps for the past 6 hours on 12/26/2019. Ive recorded all the speeds down on a website called *** which is supported by *** to show the "true" speeds.

I ordered Frontier Internet and Phone service for my home. The technician who came to activate the services in my house said since I've already have a firewall and my own wifi access point. I don't need new router from Frontier and that I should call in to get monthly charge of $10 Wifi Router charge. After receiving my first bill. I called in and the lady in billing department credit my account for the first month. She also said I should no longer see the Wifi Router charge on the following bills. But I have been charged for the last two months. I called in to talked to Frontier again, but Frontier is refusing to take off the Wifi Router charge.

They keep messing up my bill.I tried multiple times contacting them through phone they keep disconnecting my calls, also tried live chat on their web site multiple time and said no one available for live chat. I was told in order to get internet I needed a phone and a phone line. I told them I did not need a phone they said I have to have one or I can't get internet. Their web site says I can have what they call a "Naked DSL" meaning you can have internet with no Phone where they would use a splitter to have both. I have been charged $41.00 a month extra for 3 years for service I do not use which is a phone.

Frontier advertises internet service for $39.99. It says that "Installation, Equipment fees, Internet Infrastructure Surcharge, taxes & other fees apply". I'm fine with all but the equipment fee. I have my own wi-fi router and do not need or want the router supplied by Frontier. I was told on the phone that this could be done. Now that I have signed up and my installation is complete and I did not keep the router, I am told it is not possible to waive the $10 monthly fee. I was told that it's not actually for the router but for the connection to the router. However, on my bill, the fee is clearly identified as being for "WiFi Router". I feel that this is misleading and what was stated on the phone should be honored.

I moved on November 7, 2019. I called to transfer my service and made an appointment for November 11 to have the service transferred. The installer was a no show. I called Frontier again they apologize and scheduled another appointment for me. The installed no showed me again. I called again and was told by the representative it was because they did not offer my package in my new location and that the price was going up and my internet would be slower. Disgruntled I made another appointment for set up while I looked for a new provider because I have an ill child and frequently work from home. The installed came and installed the service on November 16. He told me that the signal was really terrible and that I should probably go with another provider but "to try it." One hour after he left the signal stopped working. I called and cancelled my service on November 21 and was told that I would receive credits to compensate me for the time that I did not have service and my time since I took time off of work twice and was no showed. On November 23 Frontier charged my credit card $65.63 without my authorization. I never had auto pay set up the entire time I had the account. They then again charged my credit card on December 24 $34.60 and sent me a bill for December service which I did not have. I contacted customer service who told me I would have it resolved in my next few billing cycles. I said why do I still have billing cycles? I haven't had service since October. that person was no help. So I contacted customer service again. I finally reached an intelligent helpful person who validated that I was correct and said she was escalating my request with her supervisor and I would have a resolution within 24 hours. I heard nothing. On the 27 I contacted customer service and was told I'd see it corrected on my next few billing cycles. I did not have a contract and should not have anymore bills. I would think that charging a card you were not authorized for services that were not received would be a priority and taken seriously but to this point I have not gotten anywhere with Frontier.

We have had phone & internet issues since June. An appointment is not available until 2 weeks later after you call in problem. A specific appointment time or short window of time isn't given. An adult 21 or older is expected to wait for a tech at home all day from the 8am- 10 pm window given to you. The tech doesn't call ahead of time to let you know he's on his way or running late. When you call to confirm appointment the recording gives you a 2 hour time frame which isn't legitimate, because tech doesn't show up during that time. The equipment in the ground or above ground outside my home is old & needs to be replaced! We don't have working phone or Internet at least once a month or more. The temporary fixes being done are just temporary. The problems aren't staying resolved. A loud buzzing on phone or no dial tone is making it unusable. The Internet service is either really slow or no service at all. Customer service doesn't listen! They try to talk over you & don't have well trained employees to help with all issues. You keep getting transferred to someone else & repeatedly asked the same questions. When you ask to speak to a supervisor or manager to voice your complaints concerning repeated equipment issues they won't transfer you to them. The credit we were given from a previous month of issues last month that was approved by employee Sarah & was dismissed as they told us they had no record of applicable credit. It appears that they don't put notes in their computer each time we call in with issues? It needs to be documented in their computer so anyone from Fontier that assists us can see all the history of problems.

On September 13, 2019, I called Frontier because my previous contract was expired. The customer service representative helped to sign me up for the current contract that offered the 75/75 speed for $40 a month (no other fee). I received the bill for service period 9/14-10/13/19 with the correct amount which is $41.24 (tax included). Then I received the billed dated 10/14/19, Frontier billed me $60. In November, I called and the customer service told me that he submitted the adjustment and signed me up for another plan which offered 100/100 speed for $40 a month. However, the monthly never reflects the correct contract amount Frontier promised me. I have been over paid $20 a month (plus tax) for four month and Frontier hasn't made any adjustment to refund the over-payment to my account. I still have the emails of the two contracts Frontier sign me up but never honor the price they promised me.

I moved from one address to another on 10/09/2019—approximately a mile-plus away—and attempted to move my internet service with Frontier as well. Initially, the rep that entered the work order to move my service instructed me to “take my router with me, and just plug it up at the new service address on 10/10/2019 and service will be active there”. I asked if a tech shouldn’t be dispatched, since it is an older home? I was advised that Frontier records indicate previous service at the home, therefore no tech is necessary.
I attempted to do as instructed: I took my router with me, but could not determine where to plug it in. I called Frontier to see if they could walk me thru the process since I could not get any signal on any existing jack in the home. I was then advised that the service “could not” be moved; that I was going from FIOS/fiber optic technology to DSL/copper technology, and the router I had would not be compatible. I was also told that a technician would need to be dispatched, and that the tech would require access to the property—the first available date was 10/21/2019. I arranged to be home between the hours of 8-12 so that the tech could gain entry to the property. I was transferred to a supervisor because the customer service person attempted to run my credit—which was inappropriate to do on an existing customer—and her multiple attempts actually “locked” my SSN as a “potential fraud”. The supervisor offered a $100 Visa gift card (which to this day I have never received) for my “inconvenience” of having two unnecessary hits to my credit and my Social being locked now. I was advised that when the original order was submitted, it was done incorrectly; the supervisor cancelled the original work order and opened a new ticket with an expedited appointment for a tech to be dispatched in 10/21. I was also instructed to complete online forms verifying my identity since the Frontier person had caused a fraud alert on my SSN. I did complete the forms and submitted them as directed. However, on 10/21, no tech ever arrived at my residence to implement service! By 2pm, I called Frontier to determine how delayed the tech would be, and I was informed that no tech was coming—Frontier has allegedly “flipped the switch on and I now had service”. I explained what was told to me regarding a tech visit and how my router was not compatible to go from FIOS to copper. The agent informed me that the customer care team member who had originally set up my move order in 10/09 had actually changed several manual settings in my router by remote connection, and that it would now work with my copper DSL service. He advised that he had closed the 2nd order, and had reopened my original order. He stated that the system showed that I had active service at my address. However, plugging in the router did not yield any internet in the home. The agent then advised he would have a new router “overnighted” to me, which would resolve my issue.
On 10/29, I still had not received the “overnighted” router, and I called Frontier for a status. Imagine my surprise when they told me there is no record of any router being ordered for me, and that when the agent tried to reopen my original work ticket, it “became corrupted”. Now it was showing 2 active accounts at my address, when u did not even have internet on one! I spent over 3 1/2 hours in the phone while the agent attempted to fix my account—and the earliest appointment I could get for someone to come out was Nov 27th! So now, I had no internet service for October, and now would not have any for the entire month of November either! My husband and I both work from home, and this has impacted us financially.
I was promised that attempts to expedite the tech appointment would be made, but 10/27 was what was available. I had to accept. However, I later that week received a text confirmation offering me an expedited appointment for Nov 15th, which I accepted.
In 11/15, a tech did come out to my property—I had taken yet another day off to allow the tech access to the property. The tech was unable to provide me with services, as the wiring at the main pole (across the street actually in the sidewalk) was corrupted. He advised that water had gotten into the hole where the cable was buried, and corrupted all the wiring. He called his supervisor to inquire if the company would be willing to incur the expense of installing FIOS at this time—since the company was replacing the copper with FIOS as needed when repairs would arise. The supervisor placed the tech on a brief hold, but then returned to say the company was opting to repair the existing copper components, rather than incur the expense of installing FIOS at this time. The tech then inquired when the repairs would be done? He was advised by his supervisor that it should be later today or tomorrow, and then the tech would have to come back out to install the jack so that we could obtain service. The tech then left the property.
No work trucks were dispatched in the following days to repair the main cable. I then received a text advising that a work order for my service was received, and a tech would be dispatched on 12/06. I accepted this appointment via text message. On 12/06, a tech arrived at 8:30am to install my service. I advised that the repair across the street at the main cable was still not done. The tech was not aware of these needed repairs, and had to call for lineman to now come repair the main cable... Three work trucks showed up to dig up the cable across the street, which they marked off with yellow caution tape. They took hours to repair the cable, and the tech was finally able to establish my service at around 7:30pm on 12/06. It was almost 60 days I had to go without service, as well as several missed days of work for appointments where techs either did not show, or showed and could not provide service. But I was thankful to have service, so I did not file any complaint at that time.
Then, I received a bill from Frontier—they billed me $102/monthly for both Oct & Nov—months in which I did not have ANY internet service whatsoever. I called up to have my bill adjusted because it is unlawful to bill for services that were never provided; that is a fraudulent business practice!
I was advised that a dispute was being filed for the 2 full months I was without service, and that I would revive a partial credit for Dec as well; the collections agent advised that while it may take 2 billing cycles for the credit to show up, it would protect the account for 60 days, and to pay the bill once the balance had been adjusted. I agreed and concluded the call.
On Dec 24th, my internet was exceptionally slow—while it is supposed to have 3mbps, a Speedtest showed it was only downloading at 0.14mbps. I called Frontier to see if there was some sort of outage, and I also advised them that the hike that was dug up across the street was never closed—it was still open, the yellow caution tape was dripping down, and the hole was now full of water from the recent rains we had experienced. The support agent advised a work ticket would be opened to fill in the hole after determining that no further damage was sustained by the cable from the water in the hole, and that a tech would come out 12/31–New Years’ Eve.
I attempted to log in to my internet today to see if it was still excessively slow, and whether the tech would still need to adjust my services in 12/31. I saw a message pop up in my google home screen—advising me that my services were suspended for nonpayment!! The same services that we’re supposed to be protected by the dispute filed for 2 months’ worth of credit. The nonpayment first services I never received!!
I immediately called Frontier to have my services reinstated, as I am not in default of any payments... I reached customer service, who advised they would put me in a brief hold to read over the extensive notes in the case.... then, without any further notice, they transferred me to the billing Dept. I reached a billing agent named “Trevore”. While he listened to my issue, he advised me that he could see an adjustment of only “$63” had been made on my account! How can I be charged $102 each month for 2 months if a service I did not have, n then be credited only $63?!? That is not acceptable. Trevore then did his best to submit an additional dispute for the remainder of the monies charged, and he referenced the notes & dates in which I made contact with Frontier to advise I still had no internet service. I then asked him to please have my service restored—and Trevore explained that collections could actually do that, and that he would transfer me. Two attempts to transfer me failed—the collections Dept advised Trevore that they would not accept the transfer bc there was an open work ticket (which was to inspect and cover the hole that Frontier actually left open on their own equipment and us posing a safety hazard to the children and elderly persons in my neighborhood!). They advised that I “would just have to live without any internet until the tech comes out in 12/31”.
I then asked for the number for the Revdex.com to file a formal complaint at how I—as a loyal consumer—have been treated in this matter. I was initially told by Trevore that he does not have this phone number/contact info, and that it is not his job to provide this information. I advise Trevore that as a utility, it IS the company’s job to provide this upon inquiry—tgat I too worked for NY Telephone Co back in the day, and they are obligated to disclose this upon request. He then put me on hold to get the number—it was provided, and I was also transferred to a supervisor named “Jason”.
Jason was not professional—in that ge spoke over me, made no attempt to try to resolve my issue, and simply kept repeating that “this is how it is”—when questioned as to why I was being punished for a situation created solely by Frontier? He also suggested that I “try paying my past due bill”—a bill I should not have even incurred, bc as I stated, it is a fraudulent business practice to bill for services never rendered. He got so rude with me, that my husband had to take over the call; I suffer from Lupus SLE—an illness tgat has left me unable to tolerate stress, and with a heart that cannot endure that type of treatment. I became so upset at the treatment I received, that I had to take my prescribed heart medication! Apparently, the conversation had continued to escalate, resulting in Jason hanging up on my husband.
This is unacceptable. I should not be receiving a bill for a service never provided. I should not be talked to in a condescending manner over Frontier’s many errors. I should not be paying the price for their horrendous customer service, if their sorely apparent lack of training for how to appropriately move a customer’s service. I have lost time from my primary employer for multiple appointments, the opportunity to work my secondary employer (who pays $14/hour, 40 hours per week for Hackson Hewitt’s work from home program), and have been stressed due to the treatment I have received from this company.

Home owner since 1971. Never been late 1 single day in 48 years!,
My closing May - June 2019 bill had an $ error On my bill. Frontier said it would credit The amount but never did. Frontier Sent it to dispute in June July Aug Sep Oct Nov. No answer from dispute department. I. Called again on Dec 27th only to learn the $24..50 amount was sent to a collection company. I was NOT notified of The outcome of the dispute and given the chance to pay it. Amount was paid in full today via frontier automated payment system. Please remove collection from my credit report.

Sept 5, 2019, I contacted Frontier regarding our bill. As the conversation progressed I inquired about changing our pricing to the same as a new customer would pay since we had essentially been with the same provider for more than 30 years. (The owner changed, the location did not.) I was informed that old customers do not get decent rates and in order to receive new customer rates we would need to cancel our service and become new customers 2 months later. My husband made the decision to cancel our service. I was advised that I could pay the bill at that time and we would be refunded the amount we overpaid or we would receive a prorated bill. I elected to pay the prorated bill when it arrived. I was NEVER informed that I would have to pay for service I did not receive. I waited for the bill to arrive and upon not receiving it called Frontier again to find out if it could be sent. When I finally received a bill Frontier had elected to not prorate it so I called them again asking for a prorated bill. Once again it arrived and had not been prorated. I called the company to talk to someone regarding this issue and was put on hold and transferred for over 2 hours. Finally, over a month after I wrote to the FCC, the FTC and my congressman, I received a call Dec 27, 2019 and was told I would have to pay for service I did not receive from Sept 5 through Sept 30, 2019.

I called Frontier communications, to start internet service with them on December 19th, 2019. The appointment for the installation was set by them for December 27th, 2019 between the hours of 1pm to 5pm EST. On December 27th, 2019; the service technician claimed to have come to my house at 1:15pm. There was no knock, no doorbell rang. And the technician just left a, "missed you for the installation" note on the door. When I called Frontier Communications, I was transferred to 5 different customers service representatives. All of the representatives advised that all of their supervisors, "refused to speak with me". Said that their technician did nothing wrong, and I won't be receiving service for another week, January 4th, 2020. I was not helped at all, and the situation was handled extremely unprofessionally

Was sold an upgrade in service that required a technician to install, however the representative said the cost of that visit would be waived.
Technician came out and made the install, month later I see they charged me $75.
After spending over an hour on the phone - with a representative and their supervisor I was told that they don't ever waive that fee, they could go back and listen to the call but even if the sales associate offered it, they would just tell the employee they should not have offered it, offering nothing to the consumer.
The first representative I spoke to was professional and offered empathy towards the situation. I was shocked after waiting a long time to speak to her supervisor that the supervisor would be the one disrespectful and rude.
I would not have agreed to the the sale of faster internet if the costs were properly outlined. I consider this a bait and switch.

I ordered the Internet service of 500 Mbps. On Dec 18-2019 the technician came and installed the service at the address with the Account Number:***-5.
The service has been in and out and the speed has been super slow since he left.
The technician told me that the service needs trouble tickets because of the slow speed. Technical support opened a ticket the same day for me after 2 hours on the phone trying different "solutions". The ticket still opens with the number: Ticket #: *** I have been calling constantly to the customer service phone number, they do not know why nothing has been done with this ticket nor why no tech has come to fix this issue.
The service currently has a speed of just 9.3 Mbps instead of 500 that I expected. As a reference please follow this link: ***
The customer service representative offered me credit on the account from Dec 18 until Dec 31 ($22.66) because of the lack of service. The credit has not applied to the account.
No technician has come to fix the issue yet.

I requested service from Frontier Communications on or about September 1st, 2019 for internet service to our residence at the time in Bothell, WA 98011. When I finally got the connection installed and was operational was on or around the 15th of September. I was a bit disheartened at how long it would take to get a serviceman out for installation, but I was happy with the service once it was installed. On October 4th we had to move unexpectedly and I waited to cancel my internet service in hopes that I would be able to transfer the service to our new residence in Spokane, WA.
Here's where it gets interesting. I went online to Frontier's website (https://internet.frontier.com) to find out if our area was in their service territory, and I was elated to see that it was. So I called the customer service number () and they basically told me that my area was not in their service territory. I explained that their website showed that it was and that I would like to speak to a manager. The same person came back on the line after a few moments and said that the manager advised the customer service agent to put in an engineering feasibility request to determine if service was possible within a month or so. I agreed that would be acceptable. So I was expecting a phone call since they told me the engineer would call me once they made a determination. I was OK with that. I waited three weeks and called the customer service number again. I got a new agent and had to explain everything again (and they couldn't find my account either time, it took them in excess of 30 minutes each time to find my account). After a long dissertation the agent finally found my account and said there was a note that the engineer would indeed call me with a determination. I waited another week and nothing. I called again and got a new agent and went through the 30 minute process of explaining everything. Finally the agent explained the engineer had left a note in my account file that this area would not be serviceable for the foreseeable future. No phone call.
So I proceeded to cancel my service and close my account. I gave them my all my new information and asked them if I would be responsible for all of the cancellation fees and this agent said yes. I then explained I had not even gotten a month of service. He transferred me to the "Customer Satisfaction" department. I spoke to a gentlemen, I believe Dave was his name, who is the only person that has been helpful during this whole process. I explained the whole story and he stated that he would waive the early termination fees and I would be responsible for paying $92.67, this was on Oct. 25, 2019. I was happy about this. He also told me that I needed to return the hardware so that I didn't have to pay for it and that he would send a return package. I happily agreed.
At this point even though things hadn't gone ever so smoothly, I was expecting a final bill for $92.67 and a return package and I'd be done with it.
I received the final bill on Nov. 26th in the amount of $152.66. I decided to just pay it but call them to find out why there was an extra fee.
This is why I am filing a complaint. I called the customer service number again and spoke to Durell. I explained my story one again and also explained to him that I had spoken the Dave in the "Customer Satisfaction" department who assured me that my final bill would be $92.67. Durell told me that Frontier bills a month in advance and that the extra charge was for the month of November. I explained again that Dave told me differently and that even if Dave made a mistake, that was not the customer's fault and they should stick by what their representative's tell their customers. So I then asked to speak to Durell's manager to which he replied his manager is a very busy woman and that I may be waiting quite a long time. I told him I would wait. After a short wait Durrell came back on the line and said his manager would not be able to help me and was there anything else he could do for me. I expressed my displeasure with Frontier's practices and that I would take this up with the Revdex.com.

Frontier Communications is a 1/2 rate phone / internet provider. I highly recommend not using them if you can avoid them. They have zero accountability to their customers and provide marginal services at best. Their billing is a joke. They will not send you a bill until you’re disconnected from their services. At that point they will give you circles and hang up on you. It’s like breaking up with a clingy date. They go away but return worse as ever. I can’t tell you as a utility how bad Frontier is. Use *** or *** before dealing with these is.

I was charged a late payment fee, even though the total of my $50 payment and the credits I received on the account from going to a vacation plan (stay connected) left me with a credit balance. Their procedure is to require me to pay in excess of $60 more than I owe or they will charge a late payment fee. Absolutely a procedure that is anti-customer and illogical. They refused to credit me the fee when I called, telling me that this is standard procedure. They have a monopoly on land based phone and internet service in Door County, WI.