Frontier Communications

My services were suspended prior to my billing due date... This problem has occurred twice now in the last 90 days.

An account was set up for billing, but no service was set up due to the technician coming on the incorrect date/time. When I received a bill in the mail, I immediately contacted them to resolve the issue. They closed the account and told me to disregard the bills. Then I got a second bill and called the company. They told me the account was closed and not to worry about it. Then I received a notice that I had been sent to collections. I contacted Frontier and *** multiple times just to be sent back and forth to each other saying they didn’t receive any information and to call the other company. I was told the dispute was sent from *** to Frontier with no response. Frontier claimed they had no record of it.

I had contacted Frontier because of service issues. After dealing with service issues I was informed of a promotion in which I would receive faster internet for the same price. I accepted the offer. The first bill was $127.28 which it should have been $54.76. I called and for the past 3 months (from OCT-DEC) I have been calling and trying to fix the issue. They have since stated that there is nothing they will change and that I have to pay what is on the bill or service will be interrupted. This means that I have already payed for service and Frontier wants more money with out correcting this or providing the service that I have already paid for.

I cancelled our internet service that we have had for at least 6 years, maybe longer. I am now being charged a $200 cancellation fee. I have called about it numerous times, and Frontier gives me a different reason as to why I’m charged each time. They at first told me it was a cancellation fee. When I told them that I had had the service for at least 6 years they told me it was because I signed up under a promotion period. I told them that it had been too long for that to matter. A second representative told me it was because I was under contract, and I informed them that I had not signed anything. I requested a copy of the contract, but I was never given one. A third representative told me that it was just my regular billing fee, but I explained to them that it stated otherwise on my invoice. They then agreed that I was right, but said they could not waive the fee because it was computer generated. I still have not heard anything after disputing the charge twice. My bill is due January 3, 2020. I am not paying the fee, but I am a federal government employee and this could adversely effect my job.

We have been faithful Frontier customers for years, always paying our bills on time. This year I purchased two wifi extenders from Frontier. They said they would divide up the cost of these wifi extenders over three months on our bill (3 months of installment billing at $48/month, starting in July) and after that, our bill would return to normal--just the cost of the internet service. After three months of installment payments for the wifi extenders (July-Sept), they continued to charge us $48 per month for the wifi extenders. We have been paying on them for 6 months. After three calls to customer service, I received my January bill and it has still not been fixed. The $48 wifi extender is still on our bill listed under installment billing. Last time I called, they said our bill was fixed and our case was in review for the refund on the 3 months of overpayments we have made on the wifi extenders. They assured me this month's bill (January) would be correct and we would not be charged for the wifi extenders. However, for a fourth month straight, they continue to overcharge us, despite numerous attempts to call customer service and remedy the problem. They continue to charge us monthly for something we have already paid for in full and I cannot get them to stop billing us for it.

Customer in good service. Called on Nov 21 to have internet service turned off and phone was turned off instead. Have been on phone numerous times and have been issued 4 new accounts but not number. Cannot receive phone calls. Elderly parents require number to call and cannot remember new numbers. As it’s their mistake I have called and asked to rectify and reapply old number to account. They refuse.

On the date of 12/7/19 I had canceled my subscription with *** and contacted Frontier because they had a promotion in my area. It was 500mbps/500mbps for $39.99 a month. I set it up online and the tech came out to install the services. We had a box on the back of the house that was already installed by Frontier previously when they did wire maintenance. The line in the back yard was split due to a tree removal and all they needed to do was replace the split line. They did not do this and claimed that the only way we could receive services because their equipment was new and different was to drill a hole in my office and through my brick house. So they did with this massive box in plane site! This was false information given at the time. I had run speed test after speed test, and it ran a 49/106mbps and 96-106mbps every time! Not even close to what was advertised or what I was promised for services I was about to pay for. I called and did a trouble shoot test over the phone and even bypassed the router and my tests all ran the same. I was advised by the tech there was something seriously wrong and she will have another tech come out to test and fix the issue. Tech came out and had trouble so he called 5 other techs on his cell phone and they could not troubleshoot the issue as well. He called his supervisor Steve Mowatt and the supervisor asked if he ran the router test and he stated "yes" but there is a serious problem with the speed tests that it shows the router is spitting out. The supervisor stated well if our equipment shows correctly and it didn't then he was good to leave the house it had to be our equipment and not theirs. They placed blame on us. Rodney the tech sitting in my house asked Steve Mowatt if he could provide us with his number so he could explain this to us, and he said " NO" and hung up the phone. We were given the number anyway and I tried to go higher within the company. I waited a day since they close ridiculously early and their customer service is garbage and far from white glove. I went and picked up a brand-new router and it ran the same. I called in to another tech and he explained how crappy their service and equipment was. While on the phone he reached out to online techs that could try to work through the line remotely. This was a giant FAIL! my internet dropped out and NEVER came back up. He said there is serious problems and he will get a supervisor out to my house the following business day. My wife works from home and do not have the time for excuses. I called back to cancel the services and the service ticket and they were already closed at about 9:30P.M. on a Friday night. I set an alarm to call Saturday morning on 12/14/19. I did so and was talked to like a piece of trash by a rep named David in the Newhaven, CT. office that told me he was in collections and no matter what I was paying the bill. I asked for his manager after exchanging words and he placed me on mute for about 15 minutes before I told him I knew he was still there, and he better get me to someone who can fix and cancel my services. I heard a hold within 2 seconds and Tom the manager picked up. He stated he would take care of it all and would put the credit of $75 for the install and cancel my services the same day. The credit should have been $140.67. He failed to do this also and told me services were canceled as of that date 12/14/19. I did not feel comfortable and the next business day 12/16/19 I called back to confirm this was taken care of. It was not! Sue in the CT office stated she would speak with Tom and have it removed but needed his approval and she would call me back since he was not in the office until 10-10:30 A.M. She would call me back. She never did! I called back. There was a balance of $65.67 still on the account and the shut off date for services was 1/6/2020. I advised I did not have the services since day 1 and was not paying for a bill. This took 4 other phone calls and on the 4th phone call Ann from CT office stated that she put through a credit of $64.82 was applied and I had to pay the state tax or some other fee of $0.85. I advised I was in Florida and that does not apply to me. She stated that there was no way to take it off to just pay it and we will be settled. I went to pay this amount and it would not take my payment because it was below the threshold for an online payment with credit card due to fees. I spoke with an online rep Emanuel who stated he will put it through for the next billing cycle. I advise I do not have services and there will not be a next billing cycle. He stated then it would automatically credit the $0.85 to the canceled account and I would owe $0. It seemed too good to be true, so I called again. I spoke with a woman by the name of Val and she stated that he only put a note in for my request for the $0.85 to be removed. He did nothing! She spoke with her supervisor and he was able to remove it after a 30-minute hold. When she came back on the line, she said I show a $0 balance and your all set from my side. She stated " Oh my supervisor wanted me to advise you that because of service disconnect you will get a bill for $9.99 so keep an eye out for that". I stated no that is not going to happen because I did not have services in the first place and to notate that I am not paying a bill for $9.99 for a service I never received. She stated I will note it and if you get the $9.99 bill just call in and speak to customer service. I stated I will, and I will also ask for an address to bill Frontier for the whole and wall repair they drilled and didn't have to. This company also ran my credit to qualify for services. They have none done it yet, but they are supposed to bill me for $9.99. I did not have to pay the first bill because of no services I refuse to pay the next one for charges I did not have to begin with. This took a massive amount of time and money to deal with not including the ridiculous amount of stress while doing it. I WILL NEVER RECOMMEND THEM TO ANYONE AND I WILL NEVER HAVE SERVICES WITH THEM EVER!!!!!!!!!!!!

We have attempted to get Frontier communications to install service at our since August of 2019. They have had 5 appointments made with us the latest was December 2 between 1-5 and no one has EVER shown up. We still do not have internet and we have billed 3 times each time the bill has been increased. I have called them after each bill to have this addressed and every time I'm told it is taken care of and then they reschedule a technician and every time no one shows and we receive another bill. I'm currently on hold with them right now after another bill has shown up in our mailbox. I have now been on hold for 72 minutes trying to reach management.

I received an unsolisitated phone call from their oraganization. I have tried numerous times to reach out to there CEO and legal counsel, I have received confirmation that they have been in received my messaes but have done nothing to respond or reach out to resolve the matter.

This company is absolutely, hands down, the most incompetent, brain-dead group of clowns I have ever had the displeasure of dealing with. Their customer service is complete crap and they have made NUMEROUS billing mistakes that have taken hours to rectify in the years since they took over the service in my area. The latest fiasco was when I called them and changed the credit card number on the auto pay service. They took the information but apparently turned OFF the auto-pay feature. Being unaware of this, the bill did not get paid. I called them up and the service rep said that they had accidentally turned off auto pay and that it was now turned back on. Today, I noticed there was a LATE CHARGE and I called to have it removed. They REFUSED to do so and said they had no "note" that anyone had told me that the problem was on their end. So, basically they're calling me a liar. I asked to speak to a supervisor THREE TIMES and the supervisor refused to get on the line, instead telling the customer service rep what to say. Then I was thrown to a voicemail. This company is a BAD JOKE, run by a group of fools! Too bad Revdex.com doesn't allow a ZERO rating. Stay far, far away from this company!!

I have a late-model modem through which I receive our internet service and Frontier is our Internet provider. We recently discovered a short in the cord of the modem which results in us losing Internet connectivity. It is frustrating and I sought to replace the modem. I have called 3 separate times and was assured each time that Frontier would be sending us a new modem. Each time, I have waited up to 3 weeks or so, and still no new modem so I call back. When I get customer service, they act like there is no record of us requesting one in the past. I have jumped through the hoops to once again request a new modem, only to be duped again. I do not file complaints, but this is rediculous.

Frontier Communication was contacted to connect a new phone line service to the property. A date/time scheduled. The technician did not show, albeit we stayed at home waiting. The phone line has never been connected by Frontier. I made multiple calls to Frontier Communication (placed on hold for extended period of time), they informed they did not have a record of my address or request for new service request. I subsequently received an invoice in the mail for services we have not received. I called again, the representative apologized and stated it would be cleared. On 12/12/19 I received a notice from a debt collection. I called 12/24 and disputed the invoice. Representative advised, there was nothing he was authorized to do other than show the account in dispute.

After several phone calls, Frontier's service reps acknowledged that we have been paying for 24 mbps of internet service since December of 2018 and the company has us at only 12 mbps of service. Customer rep said the system is overloaded and they cut the service back. Asked for a credit on our account on December 1st and was told they would contact me within 2 business days. No call back. Contacted them again last week and they said they would maybe call back within a month. Land line phone and internet service is not working again (issue that was call in on December 1st). Asked for a credit or hold on billing and they said that I should wait until we get our phone fixed and then call.

Called to get internet in our second home and had a install date of 11/27/19. We got a text that said they wouldn’t be there because of an unexpected delay. We called and rescheduled again for 12/4/19 and the tech showed up and said frontier put the order in wrong and that he couldn’t install it. We had to call and set up another appointment for 12/18/19. On the 18th no one showed up or called. We called them to ask why they didn’t come they said it was an unexpected delay. They rescheduled us again for 12/23/19 and I asked her if they could guarantee that it would be put in because this was the third time and she said she would have someone call before the 23rd. We never got a call and again no one showed up on the 23rd and nobody called to tell us why. On all of these dates we made arrangements to be home from work and no one has ever installed our internet. We went through all of this with the installment in our first home. This is very bad customer service!

In October of this year I signed up for fios internet and phone with a 2 year contract and guaranteed pricing additionally there was an offer of a 100 *** rewards card and 1 year of *** . Today dec 26th 2019 I called because I had not received the reward card or *** offer. The 1st representative apoligised and corrected my email address he then put me through to the rewards center to find out why I had not received my rewards card. The representative at the rewards center they had not received an order for the card and put me back to customer service . A new customer service rep then told me I had not signed up for the contract and was ineligible- I then ask to speak to supervisor and was put on hold then hung up. at this point they have given me the free *** but no gift card as was originally promised.

I acquired cable service from Frontier cable Co. starting Oct 21st 2018. I got the service for 2 yrs. with the understanding my service bill will stay the same accept after the first year I will loose. Stars. During the following months of service I had a number of problems were 4 remote boxes were replaced, my bandwidth had to be adjusted and had very slow internet service. After a number of complaints about service I also found that starting Oct 21, 2019 my bill will increase by $30. I wrote to the Revdex.com and made a complaint. I eventually was contacted by Bridget from the Presidents office and after a lengthy discussion she agreed that if I canceled my service by Oct 21, 2019 she will waive any early disconnection fees. On Oct 18 I had stopped service with Frontier and had service connected on Oct 18 2018 with ***. On Oct 28 I called Fronteir about a bill I rceived after the person spoke to her supervisor she told me to ignore the bill and that I may receive 2 more and to ignore those. On12/18 I received a bill from collection for $191.24 which is due on 12/28/19. When I call billing concerning the matter I first was told it was for early disconnect fee and nothing more can be done. By another billing person I was told that the records show I didn’t disconnect until 10/22 which means I owed for the whole month plus late fees. I am writing to say I did exactly whatI was told to do by the Presidents office when I spoke with Bridget in customer relations. I called Frontier and had my service discontinued on Oct. 18 2019 and had *** come to my home on the 18th to connect service with them. I have called and spoke to at least 4 billing personal and keep getting a different reason for this large bill they are trying to charge me. I am totally disputing this bill and need your assistance to clear this matter. They claim to record all of these contacts but can’t find anything that I claim has transpired. I believe if Bridget from the Stamford office is contacted I am sure she’ll remember our conversation

Frontier was to install internet service with a minimum of 6-9 mg byte download. When the man installed it, he was only able to get a download speed of 1mg byte! He said nothing about the drastic speed change. He left without a word. Frontier is billing me for the $75 install fee. Because it didn’t work at the speed I was quoted, I have repeatedly asked for it to be credited back and they have refused.

For years my husband and I have been having multiple issues with Frontier Communications, from 7 months of billing mistakes to lack of service to incorrect/misleading/mixed-messages about how to correctly terminate our contract. Frontier has given us the run around about how to properly terminate services without a penalty. We were told we could not cancel before December 25, 2019 without an early cancelation penalty. When my husband called today he was told that due to the fact that there are two different contracts, one for the cable service and one for the phone service we would incur a termination penalty because one service was on a 3-year contract and the other was a two-year contract. Had we been given the correct information we would have canceled earlier. Every single time we called we were given different information. We paid for service in October, November, and December without using the service at all--because it didn't work. And we did so because we were simply biding our time until our contract was up in December as we were told on more than one occasion. In all the years we have had the service we have at least 30 phone calls in to dispute bills and service. We have had enough with this shoddy company.

On Friday the 13th my internet was shut off due to an outstanding balance. I paid that balance plus my bill for a total of $122.87. The money was removed from my bank account yet my services were not restored. I have called the company each day in an attempt to have them reconnect my service. I was told many different things by many different people, and on the 19th was informed my payment of the 13th had been rejected even though the money had been withdrawn from my account. So I went ahead and repaid my bill, with a $10 phone payment fee on the 19th. It is now the 23rd and I still do not have internet and have not received the money back that was paid on the 13th. I have been cheated and not had services restored that I have paid for.

I called the main number to inquire about the pricing on the internet services.
I spoke with a customer service representative by the name of Marcus from 5:52 pm until 6:32 pm. After quoting the internet services available he stated that he had placed an order for me to set up new service at my address and that I would be receiving an email from Frontier confirming the order as well as confirmation of the install date.
I told him I didn't ask to place an order for service, but I was shopping for the service that would meet my needs and was in the process of comparing prices with other internet providers in order to make a decision.
I told him I didn't place an order and stated that he should remove the order from your system immediately at which point he said that there is no way whatsoever to do that once he puts the order in the system.
I protested to no avail, the sad thing for your company is that up to that point I was getting the best numbers from Frontier. After the pressure and deception I was subjected to with Marcus, I will never do business with your company. I asked him on several occasions to speak with someone above him to cancel my order and he repeatedly told me that no one could do anything until 24 hours later. I could only speak to him. Marcus gave me as his direct phone number as .