Frontier Communications

I called frontier on 11/18 to cancel internet and phone service starting 11/21 for account number ***-5 because I had moved out of the property located on ***. I provided the representative my forwarding address which is ***. The Frontier rep told me that Frontier will send a box to the forwarding address in 3 to 5 Business days so I can return the Frontier equipment using that box in order to avoid $100 equipment fee. I also received a confirmation # for the call which is ***.

Then I waited for more 5 business days and I called Frontier again on 11/29 and the rep told me to wait a little bit longer for the box to arrive.

Then it had been more than 2 weeks since my inital call to frontier, I have not received the box. So I called again on 12/9, this time the rep's call center is located in South Carolina and she told me she didn't see my forwarding address in the notes and probably that's the reason why the box was sent to the old address. However, I already received a post card from Frontier on 11/27/2019 saying that Frontier had updated my address to my new forwarding address. Then she proceeded to tell me that I don't need to return the equipment because it was too old. I told her the previous two reps told me I had to return the equipment; otherwise I will get charge for $100 if I don't return the equipment within 30 days. Therefore, I asked this rep to send the box to me and she said she placed the request.

Today is already 12/18/2019 which is 9 days after my third call to Frontier and I still have not received the box. I think Frontier is planning to charge me the $100 equipment fee and giving me many excuses why the box has not arrived to forwarding address. 12/21 will be 30 days after the cancellation of service and I can't possibility return the equipment on time because I have never received the box from Frontier.

I cannot even begin to describe how much I despise this company. $45 a month for 5mbps up and 1mbps down just because they are one of the only providers in the rural area. Latency / ping is regularly between 100-500 mbps so you might as well forget reliable streaming, gaming, or quickly loading internet pages. Most of the time our speeds are also half of the advertised price. Customer service for this company is the biggest joke though. I have tried calling and their new automated robo system has hung up on me five times, it is literally impossible to get a live person. This should be illegal. Further, their online chat people are clueless and most of the time very rude. Im not sure where they are spending the money that they get from overcharging, but it obviously isnt on competent customer support. Overall, this is the worst company I could imagine. if you have any choice besides frontier, go with anyone else. As soon as *** comes into the area we will be switching immediately

For months I have been working with Frontier for new promotions. I was assured that they would always replace expired promotions with new ones. I have made countless phone calls and each time I am assured that new promotions are in place and the bill is around $60. The next month comes and they have not done as they promised and the bill is even more. I have been dealing with this for 5 or 6 months now. At the same time, we are dealing with internet issues that are never fixed; so here we are with a high bill and inferior service. Last month the person that helped decided to give us a better service plan for around $58. I thought yea, this is finally done. Our service ended up shut off during a very crucial time. That was fixed in time and again we were assured that everything was in place and the bill would be around $58. So here we are in December and our bill is $68.88. I was furious. I am so tired of the lies and no one providing good and truthful customer service. I have made several phone calls and now I’m told that there was a price increase. Really, after all this, now there is a price increase?!!!!! A price increase we were NEVER notified about in the first place. An increase the rep failed to tell me about when she completely switched our service plan. This is not right. I feel like I’m being bate and switched. I can’t trust anything that is said or anything that is done. The service isn’t even worth these prices. Our internet cuts out and freezes all the time. What we use it for shouldn’t be too much for our speed and it’s only my husband and I. I’m going to switch to our local carrier, but it costs $100 to install. It’s going to take some time to budget. We live on SSDI, and finances are tight. This is another reason that this situation is even more angering. To change service is so inconvenient and difficult. I wanted to avoid it if possible, even though Frontier leaves a lot to be desired. I have already stayed because of the price they promised me a few months back, but the promotion wasn’t honored. People in our area use them because they are an only option. It isn’t a choice for many. We now have a local choice. I’ve literally heard a conversation in a line at Best Buy, where nothing that was said about Frontier was good. I think if there were other options, they would be in trouble. All I want is the promotion they promised me and the price they promised me. I want to be told the truth and when they tell me they are doing something, I want it to be done. This isn’t asking too much. It’s good business and good customer services

On 12/16/19 a service tech was suppose to come to my new house and install phone and internet. When I called on 12/11/19 to get their servie I explained to them that I do no have any cell phone service. They said that the service tech would be at my house on 12/16/19 at 2 PM. I took off a half of a day of work so I could be there. No one ever showed up. I walked around looking for any kind of reception so I could call Frontier to find out where the service tech is and when I was finally able to call I was told they won't be out until 12/20/19 due to an unexpected delay. I have already been waiting 3 days and now an additional week. If something was to happen and I needed to contact emergency squad I won't be able to because Frontier decided not to show up until a week later.

Our Internet was having problems so we set up and appointment. When the service tech came to our house he broke a yard statue and broke limbs to our tree that cannot be repaired. This event happen in July of 2019. I called and file a compliant and was told the area rep would contact me, I have called back Frontier numerous times and get told someone will contact me. When calling them you wait some times n hour just to speak to someone. They did property damage and just don't want to respond. This company is the worst I have ever done business with never had a problem with ***.

No service or sporadic service of internet for last 4 months. Called 3 times per month. 2 tech visits and still no service. Tired of paying for a service I don't receive

I have had poor internet service for years and have called numerous times. Tests have been run and techs were told to come check the connection at my house but they have not done so. This is the sixth week I have not had the internet and numerous calls have been made during the past 5 requesting help. Service techs have transferred me to customer service after telling me my information doesn't match theirs and I need to be verified. The info matches and I'm sent back to tech and they tell me my service is suspended. Customer service has hung up on me. While talking to a technician it takes 5 to 7 minutes to load each page (when working) and in spite of that I'm told my internet is working. Tests have been run and instead of sending someone to the house they send me yet another new modem. The new modem doesn't work. I call again and the tech tells me my internet is working (in spite of the red internet light that is supposed to be blue) and then he tells me I don't know what I'm doing because I do have the internet (I don't). I eventually called and reached billing and told her I did not want to pay for the internet I don't have and she filed a case dispute #S-*** but tells me a technician HAS to come check the line or I won't get a refund. She schedules a visit for 12/16 between 1:00 - 5:00 pm and told me I had to be here. I told her I was switching carriers and she said the tech still needs to come. I received confirmation by text and then was texted on 12/12 that "the service outage was resolved" and type KEEP if I wanted to continue with my visit. I did since I still didn't have the internet. However, I was home all afternoon and nobody came to the house. My service has now been changed.

I ordered FiOS internet service from Frontier via their website. Per their website, upon placing the order, it clearly states there will be a "Professional Installation fee" of $75. This $75 will be split across 3 bills, making it $25 per bill. Services were installed on 11/8 and I received my first bill which included the full $75. I contacted Customer Service on 11/19 and chatted with Ivy. She indicated she would update my account with notes stating a $75 credit will be applied after the first bill was paid.And that she was not able to credit my account at this time due to the bill already being "processed". Paid my first bill, and contacted FiOS Customer Service as instructed by Ivy. Chatted with Pearl and she was unable to credit my account. Asked to speak with a Manager and was transferred to ***. Explained my issue and even provided the full chat I had with Ivy. He refused to credit my account and kept stating there was nothing he could do.

I feel that Frontier is lying to their customers and not honoring the information provided on their website. On top of that, they dont do anything to make it right with the Customer. They just throw up their hands and say "oh well". I am a first time customer, barely 1 month into service with them and they're already making think to look elsewhere.

I just found out Frontier communications has been stealing from us. On tuesday 11/5 a technician sold me an internet speed upgrade, and assured me there was no extra charges for the upgrade. But since then, our internet has been slower than ever... weird.

So today I call tech support to find out why, and the tech tells me they've been charging us for the upgrade, but they never even gave us the upgrade. And on top of that, it requires a tech to come to the house to change equipment for an ADDITIONAL $75 CHARGE.

And all the customer service rep will do is send a tech out to install the new equipment and say "well I think they most likely wont charge you the $75 for the install because of your situation." (Yes, that's a real quote)

This is not the first time Frontier has done something like this. Last year they tried to send me a bill for over $300 for "unreturned equipment" that I tried to return no less than 4 times and was specifically told to throw in the trash by multiple employees because they "didnt want it back because it was old."

Frontier advertises 500/500mbps upload/download services for $39.99. The router they send you is not very good quality. It is a bottom line ***, that didn't meet the needs of my 2400 sq ft home and its location. I purchased a much better wifi router with an extender that gets me 400-500/100-300 download/upload. I had to call several times because Frontier denied any issues on their end. The cost for my router was $150. Theirs retails for about $50, but they charge $10/month during the life of the 2 year contract, and there is no option to opt out unless a customer purchases for $200, which is way more than what it's worth to not get the service they advertise. After several attempts they will not back down on their statements, and I believe that this is deliberate misinformation, deceit, and advertisement fraud. They claim that only through their router will you be able to get the tech service you need, while their tech rep that came out to my home and recommended the router I eventually purchased from a third part denied. All you need is a product's IP address and they will be able to service.

Over the last six months, I have been battling with Frontier Communications to get internet service transferred to my new address, and to cancel invalid charges that they’ve sent to a debt collector. Frontier is the only ISP available at my address, so I’ve been forced to suffer through this. The installation appointment was missed or cancelled eight times over the course of two months before it was finally completed. It turns out that Frontier was charging me for internet service during the time period that the installation kept getting delayed, totaling to $230.07. I tried repeatedly through customer service to have these charges dropped. This never worked, and Frontier has now sent these charges to a debt collector, Credit Collection Services. Never in my life have I dealt with so incompetent of a company as Frontier Communications. I have collectively spent over forty hours on the phone and been lied to again and again. The debt collector has told me that I need to provide proof of my dispute, and Frontier has told me they will not provide me details from my account or recordings of phone calls to use as such evidence. They’ve also said that they’ve internally determined these charges are valid, despite the fact that charging me for services they did not provide is obviously invalid. After many phone calls, a representative whose name and number I have been given told me that Frontier just usually closes these disputes without actual investigation. I was told that there is no internal process for dealing with invalid charges beyond these sham investigations, and that I have no option but to pay. Credit Collection Services has notified me that they’re soon going to report the debt to the credit bureaus. So, I’ve been invalidly charged and my credit is going to suffer for charges I do not owe, and the validity of this debt has been determined using evidence I have been denied access to, which I suspect was not actually reviewed. Frontier’s own representative has now openly told me that Frontier often ignores disputes and charges people invalidly and illegally just because they can.

This is the sequence of events, according to my de-identified personal notes and best recollection, as Frontier has denied me access to any notes or records of my account:

6/14/19
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This was the originally scheduled date for transfer of 1Gb/100Mb internet service for account number [OLD ACCOUNT NUMBER] from [OLD ADDRESS] to [NEW ADDRESS]. No technician showed for this appointment. I called customer support, and the installation was rescheduled for 6/20/19 under the order number 45902948.

6/19/19
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I received a phone call from Frontier to tell me that the required infrastructure was not yet available in my new neighborhood to support installing internet at my new address. The 6/20/19 appointment was cancelled, and no ETA on infrastructure availability could be given to me.

6/20/19
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I called Frontier and spoke to [REPRESENTATIVE #1] to seek clarification regarding the delay. I was given [PHONE NUMBER] as his call-back number and extension. I tried reaching him a couple of times over the following days, but he never answered. I also spoke to [REPRESENTATIVE #2] from the escalation team, and was told the issue is that not enough ports are available in my neighborhood, and an ETA could still not be provided.

6/21/19
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Unable to reach [REPRESENTATIVE #1] , I called customer service again. After some investigation into when ports would be available, I was told that Frontier’s engineering department gave a one-month estimate from the originally scheduled installation date, so an order was scheduled for 7/16/19, 8 am - 12 pm. I was told the order had been placed in “delayed order status.”

I later learned (somewhere between this date and 7/11/19) that this was put in as a new order, and that the original order had been rescheduled for 7/15/19 under the order number ***. I called back in and had the 7/16/19 order cancelled, since the original had been rescheduled.

7/11/19
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I received a bill from Frontier for $219.99, the cost of one month of 1Gb/100Mb fiber internet service, due on 7/15/19. Frontier had charged me for one month of internet service that was not provided. Since internet service had not been installed, I called customer service and was told that the full amount of this bill would be credited within 48 hours, and that I would receive a call back. I never received a call back. I was told that at my new address, my account number would change to [NEW ACCOUNT NUMBER].

7/15/19
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The installation appointment was missed, now for the second time. I called customer service. The appointment was rescheduled under the order number *** for 7/25/19, 8 am - 12 pm.

7/25/19
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The installation appointment was missed, now for the third time. I called customer service. The appointment was rescheduled under the order number *** for 8/1/19, 8 am - 12 pm. I was also told that the $75 installation fee would be waived, since this was supposed to be a transfer order, but it was scheduled as a new service installation. I also changed the order to be for 200Mb/200Mb internet speeds, and I was quoted $40/month.

8/1/19
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The installation appointment was missed, now for the fourth time. I called customer service. The appointment was rescheduled for 8/3/19, 1 pm - 5 pm.

8/3/19
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The installation appointment was missed, now for the fifth time. I called customer service. The appointment was rescheduled for 8/5/19, 8 am - 12 pm.

8/5/19
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The installation appointment was missed, now for the fifth time. I called customer service. The appointment was rescheduled for 8/6/19, 8 am - 12 pm. This time I demanded that my order be the very first order of the day for the technician assigned my order. I had stayed home from work for a collective week at this point, and was very frustrated.

8/6/19
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This was the seventh scheduled appointment, including the cancelled appointment for 6/20/19. A technician, [TECHNICIAN], arrived at my house this morning. He spent some time investigating the conduit in the yard, then told me that Frontier’s construction crew hadn’t properly spliced some wires in the conduit, and his manager was working with the construction crew to get that done. He continued on to his next job and told me he would return if that was fixed, and that he would contact me otherwise. He told me that my order had been placed in “suspended status.” He also gave me his phone number, [PHONE NUMBER]. Later in the day, [TECHNICIAN] contacted me and said that his supervisor said it would be a week before the cables would be fixed. I asked for and received the contact information for Jason’s supervisor, [TECHNICIAN SUPERVISOR] at [PHONE NUMBER]. I texted him and asked if this work could be prioritized. He responded, asking for my address. I provided it, and asked a followup question about when I could expect the splicing work to be completed. He did not respond.

8/13/19
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I texted [TECHNICIAN SUPERVISOR] again to ask if the splicing work had been completed. He never responded to that message.

8/14/19
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This was the eighth scheduled appointment. I can not find definitive information about what date I scheduled this appointment. A different technician arrived, and explained to me that all the confusion about port availability stemmed from this: a neighbor of mine on a different street moved in before I did, and the port for their house to get internet had not been installed yet, so the port that was in place for my house was used for them instead. Prior to the appointment, I was told that a nearby terminal had available ports that I could be connected to in the meantime. When the technician arrived, however, he told me that they were currently in the process of switching that neighbor over to the port intended for their house, since they had been installed, and that when that was completed that day, my internet could be installed. Later that day, the technician did indeed install my internet. However, he said he was assigned to install 100Mb/100Mb internet, different from the 200Mb/200Mb I had requested. I called Frontier several times over the next couple of weeks, trying to increase the speed of my internet. It seems that there were some technical reasons why faster speeds were unavailable at my address, and I found the current speed to be acceptable, so I gave up on the issue. I also was charged the installation fee, despite being told it would be credited. I called in multiple times, and was told it would be credited on my next bill, and that I would need to pay it upfront. I did this, and it was never credited. I called in after that bill, and was told the same thing. After three billing cycles without it being credited, I gave up on this issue as well, valuing my own mental well-being over the $75 installation fee and the $10 equipment handling fee.

9/12/19
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I received a bill due for this date for $230.07, appearing to be another invalid charge for 1Gb/100Mb internet service, plus a service termination fee. I called customer service and was told that the full amount of this bill would be credited on the next billing cycle.

11/8/19
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I received notice that Credit Collection Services, a debt collection agency, was trying to collect the invalid $230.07 debt from me on behalf of Frontier. Their contact number is [PHONE NUMBER], and my file number is [FILE NUMBER]. I disputed the debt with the agency, and I was told to upload any evidence I had that the debt is invalid. I told them I did not have such evidence at that time, and that I would contact Frontier to dispute the debt and seek evidence if they could not remove it.

11/11/19
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I called Frontier customer service, and a representative submitted a bill adjustment ticket to have the invalid debt cleared.

11/18/19
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I called Frontier customer service and asked whether the bill adjustment had gone through. A representative told me that it had. I asked if the debt collection agency would be notified, and he said yes.

12/9/19
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I received a notice from Credit Collection Services that “adverse credit information is scheduled to be reported to a credit bureau(s).” I checked my file on their website, and the debt was still active, meaning the Frontier representative I spoke to on 11/18/19 must have been mistaken or misunderstood my question. I called Frontier customer service, and was told that the bill adjustment ticket that I submitted was automatically closed, since that was the wrong kind of ticket for a closed account, and I was told that my old account had been closed on 8/5/19. I was told that Credit Collection Services had submitted my dispute to Frontier, and that it was decided that the charges were valid. I was told that the representative would have to submit a writeoff adjustment investigation, with an investigation number of ***. I was told that I should expect to receive a call back within 48 hours regarding the results of the investigation. I received no such call.

12/11/19
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As I did not receive a call back, I called Frontier customer service, asking for an update. I was told I did not receive a call because the investigation was still pending, and that I should receive a call back within 24 hours regarding the results. I again received no such call.

12/13/19
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As I did not receive a call back, I called Frontier customer service, asking for an update. I was told that the investigation was still ongoing, and that I should call back Monday, 12/16/19. I pressed about whether there was anyone else I could speak to in order to get more information, and I emphasized that my credit may be damaged soon if this goes unresolved. I also asked whether I could get any information on my account to provide to Credit Collection Services as evidence, but I was denied. I then called Credit Collection Services to ask whether there was any way they could retrieve information related to my account to use as evidence in my dispute. I was told that I would have to personally provide any such information. I asked if paying the charges while waiting on the results of the investigation could result in getting a reimbursement if the charges were deemed invalid, as I was afraid of the invalid debt being reported and adversely affecting my credit. I was told that they could not say, but they asked if that meant I intended to pay the debt on that day, 12/13/19. I clarified, saying I was considering it, as I was weighing the options available to me from a practical perspective.

12/14/19
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I received a notice from Credit Collection Services that I had “agreed to make payment(s) in the amount of $230.07.” It is my belief that the questions I was asked by the Credit Collection Services representative in the previous conversation were leading me to agree that I owe the debt. I do not believe I did so. I also believe that the representative did this in order to prevent my future contesting the collection account on my credit report, as I have never before entered into a contract or agreement with Credit Collection Services to make such a payment.

12/16/19
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I called Frontier customer service again, as directed. I was told that the investigation had resulted in the decision that the charges are valid. I explained my case to the representative, [REPRESENTATIVE #3], who gave me [PHONE NUMBER] as his callback number. He agreed that the charges are obviously invalid, and spent time consulting supervisors in multiple departments, including collections and his own. I asked what explanation was given in the notes of the writeoff adjustment investigation, and he said no explanation was given. He then told me that at Frontier, it is common for such disputes to be closed without any investigation. I then pressed once more about whether there was any way I could be provided any information related to my account (notes, recordings, etc.) so that I may dispute the debt with Credit Collection Services. I was again told that Frontier cannot provide me with any such information. He concluded after calling around that no one seems to know any way to cancel the debt, but he provided me the number for the “offline collections” department, [PHONE NUMBER], saying they might be able to help. He could not provide much information about what that is, but he said several others had directed him to it. After talking with [REPRESENTATIVE #3], I called the number he gave me for offline collections. It simply went to an automated survey asking my age, after which the call just ended.

I was looking to switch from *** to Frontier for internet service. I called Frontier and asked how much they charge. After being quoted a price I asked if there were any other fees. He said that there is installation fees and equipment fees but he would waive that for me. So I went with them. When I got the first bill those fees were on the bill. I called Frontier and was told that they never waive the fee. My wife went on "Consumer Affairs" and stated what happened. A lady named Lovely emailed me saying she would look into it. I told her the person's name and office phone number who promised to waive the fees. I also told her the day that I called. I waited a few days without hearing from her. So I emailed her and she said there is nothing she can do.
The bill came due today so I paid it.

I signed up for a new customer account in early July 2019. I asked for the Double Play, which was described by Frontier as 200/200 internet, cable, 1 year of ***, and a $100 *** gift card for $74.99 (I have a copy of the sales ad to prove this). The customer service representative who took my call kept trying to pressure me into getting the Triple Play, promising to waive the installation fee if I chose it. I told her “no” on more than one occasion and that I would rather pay the installation fee.

I called to check on the status of my install and was told that we had the Triple Play, which also included a landline. I was also told that we had DVR services, which I also did not ask for or authorize to be placed on my account. The man I talked to said, “Oh, it’s no big deal, just ask them to take it off.” That sounded simple enough. Little did I know, he had absolutely no clue what he was talking about or blatantly lied to me.

I received my first bill very fast and was immediately overcharged at the rate of $147.92 instead of the $117.93 that it is supposed to be after taxes and fees. I alerted someone at Frontier (her personal ID number was ***) and they opened a case against the fraudulent customer service woman for “slamming and cramming” and for someone to review the “telerecording” that contained the conversation between the rep and me. She told me it would be about 30 days to have it decided and that someone would call me.

What. A. Joke.

The review of my cases was put off by Frontier for weeks and weeks, so long that my case still hasn’t been officially resolved 5 months later. I was told that someone reviewed the audio call and the case was decided in my favor (as it should be because I told her NO to the Triple Play). However, my August bill was incorrect. Talked to someone who assured me that it was fixed and had it adjusted. (I think her name was Amy and I might have had her direct extension. She was a doll but unfortunately was sabotaged by the idiocy that is the system at Frontier.)

Okay.

September ’s bill had to be adjusted as well from $137.08. October’s was somehow finally correct.

We never received our *** gift card AND our internet was acting up inside the house. Could not connect to the internet from my cell phone while connected to the router. I end up calling to have a test run on the internet and find out where our *** gift card was.

As it turns out, our bill would be going up again because we were upgraded (AGAIN without authorization!!!) to 500/500 internet! I was also told that our contract was never actually implemented and that’s why we never received the gift card.

I logged in about a week and a half ago (early December 2019) to pay my bill and, yep, it’s incorrect again. I spoke to someone, Felisha W, who was supposed to be finally putting an end to all of this. She promised me that her supervisor would sort it out. I was concerned about my bill because I am NOT paying more than what my contract is supposed to reflect. She assured me that by the time my due date rolled around that it would be updated.

Logged in today, December 17th, on my due date and the price is still incorrect. Felisha had given me her email (she said she did not have a direct phone extension). I emailed Felisha and asked why this wasn’t resolved, she then told me her supervisor was on vacation until December 24th but that it had been escalated and never even addressed my concern regarding the bill! I highly suspect that she completely forgot to follow up or follow through on my case to get it resolved.

My husband called Frontier today, the same day, December 17th, and the guy he talked to said NO ONE EVER REVIEWED THE TELERECORDING and that he adjusted the bill for us, once again.

I absolutely cannot handle the incompetency anymore.

No one is helping me!!! No one is fixing this!!! I have spent countless hours on the phone with Frontier and have wasted precious hours of my life that I can’t get back all because there is no one competent enough to permanently fix my account!

I already know this is immoral and unethical, but can’t believe what they are doing is legal or lawful.

I am a disgruntled Frontier Communications customer who is locked in a contract, in which the company provides no service because I requested we end the contract, so they shut off service but continue to bill me $10 a month. I requested they end the contract because the internet service was normally inconsistent. To communicate with Frontier, I had to endure a difficult phone system and wait days to get someone out to restore service. Now that I requested we end our contract, Frontier shut off service (which seems to be breaking the contract), when I phoned them, they put me on hold and leave me there period, but charge me $10/month for their doing nothing. The main complaint was Frontier did not supply reliable internet service, when I asked about their admitting that they could not supply me service they shut me off and now refuse to acknowledge or communicate with me. It is as if they really wanted to collect the $9.99/month without supplying me with anything as a business strategy all along.

We had a confirmed installation appt from 9am-1pm; the service provider showed up at 12:50pm. He was professional and kind; however he stayed for 5 hours. When we called customer service, Jodi employee # *** was rude, interrupted me multiple times, was unwilling to hear my concern, cut me off, said there was nothing she could do. When I asked to speak to a manager, she put me on hold for 12 minutes, then came back on and said no manager was available. She said because installation was completed, she could not refund the $75 installation fee even though it was not completed in the original agreed upon time frame. She said we could have canceled the appointment and that it was our fault we wasted the day.

We have not had phone service since Friday 12\13\2019 or 12\14\2019 ,we are not sure which day it actually went out but went to use it on Saturday and we had no service. I called on Sunday 12\15\2019 to report the phone was not working. Talked to a rep at Frontier and an appointment was made on that day to have a repair person to come out to repair our phone service between the hrs of 8 to 12 am. No one showed up and no one contacted us. Now we have no phone service so.... We have had many issues with this phone company and the repair service is just terrible and it seems customers mean nothing to them....I sure wish we had other options in our area...

I have been a customer of Frontier Communications for the past two years and within that timeframe, I have become a victim of deceptive business practices. This company has used fraud and deceptive practices to take advantage of the customer. When I signed up for services, I was told by a member of their staff what my monthly billing would be including all taxes. Due to the fact that I know how shady these companies can be, I had the representative put it in writing. In writing he penned that my monthly billing including taxes would be $129.94 per month and nothing more. For the past two years, I have never paid that amount. First it started off at $150.00 per month and every three months after that the billing date and price has changed. My bill in now up to $230.00 per month and I have not added anything to my service at all. I feel that they should not be allowed to take advantage of the consumer for their own personal gain. They lie to the customer to get them to change service and before you know, they are price gouging you to death and you get nothing in return. The service is always spotty and the channels they advertise are duplicates even sometimes triplicates, this all in an effort to make it appear as though you are getting more service than you really get. This is unfair, unjust and a down right lie. I can provide a copy of the contract they signed up request.

-Ordered services, they continued to lose my account, started Nov 1st on December 10 after call tracking begging for internet and modem to be delivered and set up they still had not provided service strung me along told me would be another 10 days. I called 6 times in this time frame finally I cancelled plan, asked for and have confirmation of "refund" because they were charging my account took 1.5 hours to cancel and get refund. Then they told me the modem was still being sent and they couldnt do return label. Few days later they tried to charge my credit card that was set on auto pay for the bill (I never got service, didnt have modem and have a refund credit cancellation on this account but they still tried to charge me. However my bank card company had sent new cards to everyone so the card I originally set up was unable to charge. When I called to find out why they are still treating me like a customer they now cant get into my account or find me. I called to get modem returned and they make me hold and wait because now on my 6th call they wont bypass there systems and apparently no supervisors or anyone with authority could helps me. I plan to take box to my closest location. This is bad business practice to never give me service, make me wait, waste so much of my time for NOTHING and now I have to spend gas to get there and they are still trying to charge my card!

Frontier communications overcharged me every month.
I was quoted $116 per month for phone internet and tv, every month I was charged $ 176.
In addition to that, their service constantly was glitchy and having problems.
I turned off my WiFi in my house in order to access the internet.
I took me six calls at at least four hours of my time to cancel service.
I have learned now that they are LEGALLY stealing from my family by charging me through the rest of this month despite me not having their service any longer.

I will continue to fight and bring about a class action lawsuit about this absolute unfair billing practice.

They charge me $75 to install service of which I was forced to go somewhere else bc
1) their service was incompetent
2) I was being overcharged every month
3) obviously I only had the service for a little over two months and was misled that their service was sufficient and priced affordable.
4) they charge the consumer to make a phone payment—even through their automated system.
I am requesting an entire refund of all monies at the very least the unfortunate installation fee and the last month of service.

I ordered internet service from Frontier via their online chat system. I still have the transcript from this conversation. I was offered self-installation of the router during this chat conversation and never once was the issue of the type of connections discussed. I was totally ignorant of what would be involved and simply excited about not paying for the installation, the representative offered it with the incentive of waiving a fee, but, again, did not disclose what this would entail physically. I was told a specific date my router would arrive in the mail. The date came and then passed with no delivery. I then called Frontier to check on the status of my order. The representative I spoke with informed me my order had never been placed and they could not find anything regarding my service, a shipping date for the router, etc. The representative I spoke with re-ordered my router and service on a rush. Again, no details were given regarding self-installation. The equipment arrived and I realized the connections would all require telephone style wall jacks. I do not have any of these connections in my home. I called back to Frontier and explained to the representative the type of connections I have in my home. The representative then told me I would have to have a technician come to my home and install the wall jack connections. This representative asked if I had been told what type of connections were necessary. I told her no, and offered to email her a copy of the chat transcript from my original order. She declined and let me know that she was ordering a technician service call for me and that I would not be charged for this service. She gave me a date and time frame. At this point I have been without internet for at least two weeks. The date where I expected the technician came and passed, with no one showing up at my home. I wasted my entire afternoon of work waiting for someone to show up. I called back the same evening and was told that they could not find an order for this service. Once again, my order had been "lost". The representative told me that I would have to wait 3-5 business days for a new technician to come to my home and that I was going to be charged. I declined and stated that I would rather cancel my Frontier service and return the router and equipment because the whole process and experience had been extremely difficult and a terrible inconvenience. This representative cancelled my service and told me that I would be receiving packaging and a label to return the router and other equipment. I received an email confirmation for cancellation of service. I then received a bill for around $122 dollars for internet service, having only had possession of the router for a matter of days. I called about the bill and was told it "should go away when they receive the router". I asked for tracking information for the packaging and label and was told it was not yet available. Since then, I have called 4 times to ask for packaging and label or at least an address so I can package this router up and return it myself. Most of those calls have included the representative telling me they did not have tracking information for the packaging and could not give me an address, that I needed to wait 3-5 more business days and it should arrive at my house. Today, as I'm typing this complaint, I have been battling with a customer service representative to speak with a supervisor for 56 minutes and 32 seconds. I was told today by the representative that I would not be able to return my router and that the fees would not be waived because, since the router arrived successfully at my house, the month's worth of service I am being charged for has been completed. I have no way of installing the router, no technician has come to install, literally no internet has been used. The service has been cancelled and Frontier is refusing to waive the fee and I am still waiting for a supervisor. I want my bill waived and I want an address to send this router back to. As of today, from my initial order I have been without internet for 1 month and 15 days.