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Reviews Long Distance Phone Service, Internet Service Frontier Communications

Frontier Communications Reviews (4127)

I was contacted by Frontier Communication in November about updating internet services. We had set a date for the service on 12/13/19. I was given a window of between 1 and 4PM. I was contacted multiple times via text message to confirm the appointment.. I confirmed the appointment at least 3 times, twice on the day of service at 12:40PM. I was there on time. I had to take time off from work and drive and hour and half to be there on time.
About 4:10PM I called Frontier to see if the appointment was still going to be made and I was assured by the customer service representative that it was. I even gave her landmarks, to find my house, given the rural nature. Again, she assured me my appointment was still in effect. At 5:20 I called back and I was now told that my appointment was cancelled and had to be rescheduled. I asked to speak to a supervisor. She informed me all she could do was reschedule the appointment. I asked if the appointment could be for the following day, Saturday, I would wait till the next day. She was not accommodating and could only give me a weekday appointment. I explained to her, again, I had already taken time off from work but she did not appear to care. I asked for a hard time for the next appointment and all she would do, again, is give me a "window". If they cancelled my appointment once without any notice, what assurance do I have they would not do this again. She would not answer this.
I am very frustrated with Frontier Communication. I feel they were not forthcoming about the appointment and they did not communicate with me concerning the cancellation. I had to call them. They did not try to accommodate me at all for the time and inconvenience.

Frontier Communications Response • Dec 19, 2019

Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.

The Complaint states that:
Mr. states that he had an appointment for Frontier for new service and he cleared his appointments to be available.
Mr. states Frontier did not arrive and would only give another weekday appointment.
Mr. would like a weekend appointment.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the missed commitment experienced by Mr..
Frontier is working on opportunities to alleviate customer frustration related to missed commitments.
A Frontier Representative spoke with Mr. on December 19, 2019 and was able to provide an appointment for his new service on Saturday January 11, 2020.
Mr. was provided direct contact information if he has any further concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.

I have had Frontier Internet and phone services since October of 2018. I had issues with them initially getting the run around for set up. I work from home so Internet services are imperative. Since my cell company has little to no service at my new address a home phone also became imperative. My mom had stage 4 cancer and I was the primary person taking her to appointments and treatments. I have severe anxiety which also makes it imperative that I am able to reach someone if I have a panic attack. The severity level of them varies, but the worst ones cause me to have major complications breathing and I sometimes become physically ill impairing my capability to do normal daily activities. I lost both my Internet and phone services on the afternoon of 12/13/2019. I called them as soon as I was able to find a spot in my home that my cell service worked. I explained to the representative that I worked from home and needed my service restored ASAP. Without Internet service I would have to go into the office to work. My husband is self employed and has no vacation so it would cause us financial hardship if he stayed at the house. I depleted my PTO taking my mom to appointments and treatments throughout the year. They gave an appointment the next day between the hours of 8am-5pm. I explained some of the above situation to them and asked if they could please give us a smaller time frame. They claimed that was not possible and I was advised that if I escalated the situation it wouldn't make any difference. I lost my cell signal while speaking to him and went into a severe panic attack over the situation. I did however get a text asking me to confirm the appointment for the next day, I promptly replied the appropriate response to keep the appointment. On Friday morning 12/13/2019 my Internet service was working again but I still didn't have phone. I didn't advise them of this because I still needed it up and running. The Internet went out again in the afternoon, and at around 3pm I tried to call them. I finally got through to someone around 4pm and they said my ticket had been cancelled, but there was no reason why it was cancelled. They then proceeded to tell me that the next time a technician could come out was 12/23. That is more than a 10 day span without any services. I explained some of the previous issues and when the representative saw it was their error that my ticket was cancelled he reached out to dispatch to try and get someone to come out the next day. Unfortunately during this my cell service dropped and I lost the call. I tried to get back to the person but wasn't able to. My husband was then home from work and he called them. He was also unable to reach the person I had been speaking with and proceeded to explain to the representative what had transpired and what the previous rep was attempting for us. They again advised that it would be 12/23 before anyone could come out to restore our services. However, they would "try" to get a tech to come out the next day. That the technician would call before coming, my husband gave them his number. I got a text the next day stating a technician would be there 12/23/2019 between 1-5pm. I have already explained why my services are imperative and I have already been advised that escalating the issue will not make a difference. Unfortunately, they are the ONLY Internet provider in my area that can support a work from home set up. I had already tried to switch because of the issues that occurred when trying to initially get set up for service with them. There was an on line promotion when I signed up as well and I was supposed to get a $100 *** Gift Card after 90 days of being signed up. I had called several times after signing up to verify this. After the 90 days passed and I hadn't received the gift card I called and was advised there was no record of it, my previous calls to verify it or anything. I had unfortunately deleted the screen shots of the Internet promotion because the previous call I had to the 90 days the representative had confirmed all the information was there. This is the most crooked business with the worst customer service that I have ever had to deal with. We advised them that they need to credit our bill for this time. From the other complaints on file about this company I thought I better mention that now as well, because I am sure to have a major issue with this as well. My anxiety had been getting better but this episode has escalated to levels I haven't experienced before. I don' t know any company that would make a customer wait more than a day to come out and restore services to a paying customer. I think they know they are the only carrier to support certain types of needs, such as work from home and allows them to treat their customers however they choose, which is poorly. In addition my son came home for holiday break on Saturday and requires Internet service as well. My son is computer programming major and has projects he is working on for school. If not worked on for that period of time it would be impossible for him to catch up. He had to go stay at his grandparents because of this. In addition to everything else I am losing time with my son that I will never be able to get and you can't put a price on.

Frontier Communications Response • Jan 20, 2020

Frontier Communications

Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.

The Complaint states that:

Ms. advises she was given a repair date of December 23, 2019 but would like her service repaired prior to that date. Ms. advises that she never received the $100.00 *** Gift Card that she was to receive after 90 days of service. Ms. set up her service in October 2018. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms.’s service was fixed on December 17, 2019.
Frontier provided credit for the time Ms. was without service.
Frontier applied a $100.00 credit to Ms. account in place of the $100.00 *** Gift Card.
Frontier advised Ms. of the above by email and included direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.

We have used frontier Internet for many years, being in a rural area, the max speed that we have typically received is 3.6 megs per second, there was a mixup with our debit card account and the auto pay did not happen and our service was discontinued, we promptly paid after realizing this mistake, (Thursday) but the Internet at that point was dismal at best, the service speed was more like dial-up, and we waited a day or two, to see if it would work itself out then contacted the Tech-support on frontier.com, and the associate I texted with, said he was contacting corporate in New York, who then reported that we were unable to receive that speed of Internet because other people were using the Internet, we tried to respectfully disagree and say that in the past that was what we did receive most of the time, so what could’ve happened other than the Internet service being shut off, that would change our speed? We asked for a trouble ticket to beOpened and a tech sent out and they refused saying that there is no way we would get that speed of Internet even though we have always had that speed of Internet, it is extremely frustrating. our son is homeschooled and utilizes the Internet to do his schoolwork, and he has been unable to do so here,since Thursday but he has the rest of this past school year had no problem doing it, so I refuse to believe that it is just a blanket statement of, “ you can’t get that speed” when we have had that speed for years and years..also to be dismissed as if we were not aware of the speed that we receive, was extremely Insulting and unacceptable we just want to tech to come out, we said we would pay for the tech to come out and they still refuse to send anyone.

Frontier Communications Response • Jan 30, 2020

.Frontier Communications Complaint Number: *** Company Code: Customer Name: *** Phone: *** Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention. The Complaint states that: • Mr. states that before he had issues with his auto pay with Frontier his Internet service was running at a speed of 3.6 mbps. Mr. states that he is now receiving speed of a dial up Internet. He also states that Frontier refused to issue a repair ticket for the speed issue. Frontier has investigated the above statements and offers the following response: • Frontier advises that Mr. reported Internet issues on December 19, 2019. Frontier dispatched a technician on December 20, 2019 and replaced Mr. Underwood’s modem. • Frontier advises that Mr. reported Internet issues on January 8, 2020. Frontier dispatched a technician on January 13, 2020 and repaired an outside wire that was chewed by mice. • Frontier spoke to Mr. today and he confirmed that the service is working to his satisfaction. • Frontier issued a onetime courtesy credit of $39.99 for the Internet issues. Mr. will see the credit on the January bill. • Mr. has our contact information if he should need anything further. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter. Frontier Specialist: Tami L Department: Customer Relations Telephone Number: Ext *** Fax Number:

I had a business years ago and had to set up a business account for a static IP address, I no longer needed the static IP address and called frontier to cancel the business account and switch to residential. The rep told me that I had to wait until my contracted end and they would automatically switch me to residential. They did not do this and automatically renewed my business account and I can not get out of it until 06/2021 without a $1500 cancellation fee.

Frontier Communications Response • Jan 15, 2020

Frontier has investigated the above statements and offers the following response:
The last contact we have on file from Ms. is in May 2017, the term & the discounts renewed in June 2019. Frontier is willing to compromise & dismiss the second year of the 2 year agreement & allow the service to be converted to Residential in June 2020. Frontier has left phone messages as well as sent an email to Ms. however she hasn’t reached back out to Frontier to discuss the complaint.

From the first month I received service from Frontier I’ve had nothing but problems! To start with I was given an “enhanced wife router” that was $200 that I never asked for but was given with installment! So, my first bill was wrong and was never resolved! I had called multiple times and spoke to multiple people who all had different things to say! Some said I couldn’t take it off of my bill because it was the standard router that came with their service and others told me I was the first to order the enhanced router that they had heard of! After months of calling I finally disputed my account and the put it on hold! I haven’t even had internet with them since I’ve had service with them but still have a whopping 300 dollar bill! They keep telling me when I call that it will get taken care of and it is still on hold and that is takes a while for it to get disputed! The last time I even tried to mess with it, because I’ve given up at this point, was on October 15th at 10:40 in the morning and spoke to Jesslyn where she said she had “Notated my account!” The supervisor Tarrace gave me the confirmation numbers “S/***” & also a conformation number “1/***!”

Frontier Communications Response • Dec 23, 2019

Thank you for referring the complaint of *** to our attention, we appreciate you bringing this matter to our attention.

According to the complaint, Ms. has billing disputes in regards to $200 router charge.

Frontier's Internet service requires a Frontier router which can be purchased for a one time fee of $200 or a Monthly Fee of $10.

Frontier investigated and found, Ms. was billed $200 for the option to purchase the router on August 27, 2019. Ms. advised she did not request to purchase the router. Frontier applied credit totaling $180.00 on October 28, 2019 and $20 plus tax on December 23, 2019. Frontier also applied credit of $75 on December 23, 2019 for install fee.

Records indicate, Ms. account was disconnected effective October 16, 2019. After all credits that have been applied to the account, the final balance owed at this time is $127.38. This balance should be reflected on the final bill dated December 27, 2019.

Frontier has attempted to reach Ms. to discuss the above but was unsuccessful. Should she have additional concerns, please refer her to the undersigned.

Sandra P.

Frontier Executive Relations

I have not had internet service since November 11, 2019. Frontier told me that they could not get to my house till Nov 22. They did not show up. I have been reviving text messages that they are sorry for the delay. I have taken time off from work because they say that they will be to my house between 1-5. I have called the office of the president and all they can tell me is that they are sorry. It has been over a month. They do not seem to want to help me or try to figure out the problem. I was told that 1500 feet of wires need to be replaced. I gave subscriptions that require internet service. I am tired of hearing I am sorry and I want my internet fixed. There is no other option where I live for an internet provider. Frontier is wasting my time and money and all they say is I am sorry. They are busy. I have lost time from work waiting for them. The us very poor customer satisfaction.

Frontier Communications Response • Dec 24, 2019

Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Ms. states that she has been experiencing an Internet outage for more than a month.
· Ms. states that she has been informed that the outage is due to 1,500 feet of cable that needs to be replaced.
· Ms. is requesting the Frontier complete all needed repairs to fully restore properly working Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier issued a repair ticket to address Ms.’ continued Internet outage issue. The repair was scheduled for November 22, 2019. Frontier records show that Frontier technicians were dispatched to Ms.’ location on December 23, 2019. The technicians replaced the needed 1, 500 feet of cable and added 25 new cable repairs. The technicians then confirmed working service with Ms.. Frontier has issued all needed out of service credits. Frontier spoke with Ms. on December 24, 2019 to advise of the above information. We regret any inconvenience that *** may have experienced as a result of the above matter.

I cancelled my service on October 1, 2019. I have a $9.87 refund coming from overpayment on the last bill. I was told I would get the refund in 2 weeks. To date I have not received the refund. When I call, I was told I need my 5 digit pin, which I do not remember. My account is closed and I cannot even get into the account to reset the pin. No one will help me because I do not have pin. I asked for supervisor and got the same answer. I cannot get any response from an email I sent either.

Frontier Communications Response • Dec 20, 2019

The Complaint states that:
Ms. advises that she would like the credit balance on her cancelled Frontier account to be refunded.
Frontier has investigated the above statements and offers the following response:

· Frontier advises that we apologize for the inconvenience this issue is caused.

· Frontier advises that Ms.’s refund was processed on December 10, 2019. Ms. can expect to receive her refund 3-4 weeks following that date.

· Frontier advises that we spoke to Ms. on December 20, 2019 to advise of the above.

I am paying for 6mbps but have only been receiving 1.3. I am told it is because the area is too congested. They should not have that many customers on their network if they cannot support them. It is infuriating that I am overpaying month after month for spotty internet that isn’t even a speed I am contractually promised.

Frontier Communications Response • Dec 27, 2019

Thank you for referring the complaint of *** to our office for review.

The Complaint states that:

· Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.

Frontier has investigated the above statements and offers the following response:

· Frontier has investigated Ms.’s account and has determined that Ms. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds

· Frontier’s Internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed.” Ms. is receiving the fastest available speed to her location.

· Frontier advises that Ms. is subscribed to Internet service at the lowest rate available.

· Frontier spoke with Ms. on December 27, 2019 and reviewed the above.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.

POOR SERVIE REPAIR

Frontier Communications Response • Jan 07, 2020

Frontier Communications

Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.

The Complaint states that:

Mr. states he has been experiencing phone and internet issues and needs reliable services. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr. account and advises a ticket was entered on December 16, 2019 for no dial tone.
Frontier’s advises services were repaired on December 18, 2019 for an open aerial conductor, Frontier is working on replacing the aerial terminal to prevent further issues.
Frontier spoke with Mr. on January 7, 2020 and was advised services are working at this time as well as provided direct contact information if has future issues.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.

Frontier Specialist: Christopher C Department: Consumer Relations

Customer Response • Jan 12, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

***

1/12/2020 phone out of order again

Frontier Communications Response • Jan 15, 2020

Frontier Communications

Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.

The Complaint states that:

Mr. states he has been experiencing phone and internet issues and needs reliable services. Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr. account and advises a ticket was entered on January 13, 2020 for no dial tone and humming on the line.
Frontier’s advises services were repaired on Janaury 13, 2020 for bad cable pair in aerial conductor, Frontier is working on replacing the aerial terminal to prevent further issues.
Frontier spoke with Mr. on January 14, 2020 and was advised services are working at this time as well as provided direct contact information if has future issues.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations

All *** client were transfer to Froniter over seven years and the service received from Froniter has been less the professional. Since that transfer I have contacted frontier for repairs on ever service that we have with them (phone, Cable and internet) at least 35 times with only temporary repairs and by temporary I mean that they would at have to come back with in that week twice. I allowed Froniter to come out to our home when I attempted to cancel service on more time after already haven them out twice that week to repair their products. We’ll, its been two weeks and we are back to square one. I was told by Jim D (158) the supervisor that I could cancel services but, I would pay until the next month cycle starts. I was told by Angela (***), that prices with their products change just like the prices change in a grocery store. I am a 15year client and inspire of the lack of service from one company to another they have been given multiple chances to get this right. I have gone 12 months with their product working some of time. Leadership needs to take a look at the number of times they have been in my home without repair their products and correct the problem.

Frontier Communications Response • Dec 31, 2019

Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.

The Complaint states that:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and dispatched a technician on December 27, 2019 and found that everything was working good to Ms.’s
Modem but she was experiencing problems with Wi-Fi.
Frontier’s Internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed.” Wi-Fi speeds are not guaranteed.
Frontier has made several attempts to contact Ms. regarding this issue but has been unsuccessful in speaking with her further.
Frontier has mailed Ms. a letter with direct contact information if she needs any additional assistance.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.

Customer Response • Jan 04, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,

M. ***

The tech that was sent to over home had no ideal why he was here and when he was ask to contact tech support he refused to do so. He indicated that the frontiers router was not a good one and we could buy our own. Why would frontier send a tech to our home with no instructions. I ask this tech to review the box located outside. This person was not interested in correcting any problems. Frontier has not reachout to me are my husband. They have both my cell and home phone. Please review the 7 years of bad service as I am looiking to do business with companies that care about their customers. I also have not received any mail other then a bill from frontier.

Frontier Communications Response • Jan 06, 2020

Thank you for referring the rebuttal of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and dispatched a technician on December 27, 2019 and found that everything was working good to Ms.’s
Modem but she was experiencing problems with Wi-Fi.
Frontier’s Internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed.” Wi-Fi speeds are not guaranteed.
Frontier has made several attempts to contact Ms. regarding this issue but has been unsuccessful in speaking with her further.
Frontier has mailed Ms. a letter with direct contact information if she needs any additional assistance. This letter was mailed December 31, 2019. Please allow mail time.
A Frontier Representative did leave another message for Ms. on January 6, 2020. If she would like for another technician visit, Frontier would be happy to schedule it for her
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.

I called to cancel Frontier Service on 7/27. I didn't receive the final bill until I called several times to ask for it. The final bill finally received on 9/12 showing that Frontier continue to charge me from 7/27-8/21 for the service I never used. Their agents and supervisor did not offer any help. Frontier charged me $63.98 for the period of 7/27-9/21 for the service that I already canceled. I have been their customer for over 10 years.

Frontier Communications Response • Dec 30, 2019

Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.

The Complaint states that:
· Mr. states he called on July 27, 2019 to cancel services and was charged for services never used.
· Mr. is requesting a full refund of $63.98.

Frontier has investigated the above statements and offers the following response:
· Frontier does bill to the end of the bill cycle for the final bill cycle which was on August 21, 2019 for the customer.
· Frontier also charges all customer a $9.99 broadband disconnect fee for turning off port at the central office.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.

Customer Response • Dec 31, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID 14032219, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I don't agree with Frontier response. I canceled my internet service on 7/27. Why do I have to pay the days that I don't use their service from 7/28-8/21? It was not disclosed to me when I first signed up with their service almost 10 years ago. Frontier shall prorate the days that I didn't use their service and provide refund.

Regards

Frontier Communications Response • Jan 02, 2020

Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
· Mr. states he does not agree with Frontier’s response and that the final bill process was not disclosed to him ten years ago when he first signed up for services.

Frontier has investigated the above statements and offers the following response:
· Frontier’s policy on the final bill process has changed from ten years ago and does consist of billing to the end of the bill cycle. Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.

I have had frontier service for over a year now and a new charge has been applied to my account (removal of a discount). I have my own router for my internet service and frontier is charging me for a router I do not own or use. I was told by the install tech that I would not be charged for the router as I am using my own. Well a year to the day the discount was removed from my account and I am now being charged a fee for a router I do not own or use. Frontier is being unethical with it's billing and charging customers for a device they do not own or use.

Frontier Communications Response • Dec 18, 2019

Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.

The Complaint states that:
Mr. is disputing his bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
Frontier advises a customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Frontier advised Mr. of the above information and has provided direct contact information.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.

Customer Response • Dec 18, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I understand they are going to do nothing to correct the issue. This case can be closed but I do not accept their response.

Regards

I moved in Aug 2019 and called the business, which I am a customer of, to have my service changed from one location to my new location. first, I was told that they didn't need to come out for that. But my service wasn't changed. I called back in early Sept 2019 (4th) and they said that they would have to come out to move my service. I asked if I was being charged for service when I had no access to it and was told no, they would not be charging me for services while I am waiting for the move to take place. I was told to be home 4 hours in the morning on the 14th. I did and stayed by my phone but no one came or called. I called shortly after noon asking where the service person was. I was told that they called me bc they didn't know where I was. They had not called, per my phone records. and they had gotten my address incorrect. They apologized and said that they would re-schedule with an urgent request but still put me off and made it ten days later. Ten days later was the end of Sept 2019 and I asked if I had been charged for service in Sept 2019 bc I was told I should not be charged. The service person who was the third or fourth I had spoken to by then said she would fix it by crediting me for the time I would not have service. she set up two credits in the system for $20.21 and $44.83. I asked when I would see that. She told me at the end of the month. At the end of the month, I saw one credit and waited for the second which never came. I've called to speak to customer service eight more times and all the service people say they cannot help me but won't tell me who can, made me wait for three managers who never answered, told me a manager would call me back twice but they did not, charged me late fees for not paying bills I shouldn't be paying (a late fee each month and I've paid the amount my bill is contracted to be each month), they won't give me the credit and bounce me from dept. to dept. and each person says that they can't do anything. They wouldn't even file a complaint or problem report to a higher up to follow up with me. Lastly, I have not had service since Nov 28th but I know that they are still charging me for service and late fees on this account that I have tried a dozen times to resolve.

Frontier Communications Response • Dec 23, 2019

I have directly been in contact with the customer.

I have been waiting for a credit adjustment since August. They continue to send me emails letting me know the adjustment is still under review. In the meantime, they are charging me late fees for not paying the bill. An amount of $80.00 has increased to almost $430.00 while they have dragged their feet in adjusting my bill. I was quoted one price and charged another price that I did not agree to and then charged late fees for not paying. Now they are threatening to cut off my service. I have called every month since August and am told every time that they are working on it. I have spent 3 1/2 hours on the phone today trying to resolve the situation and have had no help. They speak to you for awhile and then say you are with the wrong department and then transfer you somewhere else. This cycle continues for as long as you are willing to be on hold.

Frontier Communications Response • Dec 31, 2019

Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.

The Complaint states that:

Ms. advises she was billed incorrectly for several months. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued the appropriate bundle credits for the August and September bill date.

Frontier has issued the appropriate late fee credits for the September, October, November and December bill date.
Frontier has scheduled a follow up to ensure next bill accuracy.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.

Customer Response • Jan 02, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

For three consecutive weeks I called to report frequent disconnects (30-40 per day) and slow speeds (less that .5 Mbps). Each time the customer service representative confirmed that there was trouble with the line, and scheduled a service call with a technician. Each time the technician failed to arrive (three scheduled visits missed). Each day, after the technician failed to arrive I called frontier, and was told that the technician would arrive at a later date. After three weeks our service has not improved, no technicians have arrived, and frontier has scheduled no further action.

Frontier Communications Response • Dec 20, 2019

Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.

The Complaint states that:
Mr. advises that he has been experiencing frequent speed and connectivity issues with his internet service from Frontier. Mr. advises that he needs to receive a credit for the inconsistent service that he has been receiving. Frontier has investigated the above statements and offers the following response:
Frontier advises that internet speed and connectivity is based on multiple variables including: limitation of the computer, wiring inside the home, time of day distance from Frontier’s nearest facilities, Wi-Fi interference, among other things. Frontier advises that there were two recent repair tickets on file for Mr., in between the dates of November 30, 2019 and December 9, 2019. An out of service credit has been issued. Frontier advises that Mr. requested to have his Frontier service cancelled on December 16, 2019. Frontier attempted to contact Mr. by telephone on December 17, 2019, December 18, 2019, and December 19, 2019, and via email on December 18, 2019. Frontier has not received a response from the customer.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.

Customer Response • Dec 23, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

I ordered frontier service in Oct 2019 got my service was promised a certain speed they then thought a 2and box would help and then received communication that it would not help. I cancelled service as I didnt get any service what so ever, and was told that it would be backdated and all credits would cover the balance and that if I get one to call them back. I have received two notices now and the last time I called and thought we all had it taken care of, today when I call I get transfered 4 times and ending with the final woman who then proceeded to call me a *** and hang up on me. I am beyond fed up. I was promised multiple things that none have happened as of yet.

Frontier Communications Response • Dec 30, 2019

Frontier Communications

Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.

The Complaint states that:

Ms. advises that she ordered Frontier Internet service and was not receiving the speed that she was promised. Ms. advises that she cancelled the service and was still billed for the service and was advised it would be backdated for credit. Ms. advises she has received two notices and thought that it was taken care of and she has been promised multiple things that none have happened as of yet. Frontier has investigated the above statements and offers the following response:
Frontier advises that credit has been applied to the account and Ms. now has a zero balance. Ms. will receive a statement when it prints on January 15, 2020 showing the zero balance.
Frontier spoke with Ms. on December 19, 2019 and advised of the above and she is satisfied with the resolution. Ms. has direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.

Customer Response • Dec 30, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

I canceled my service in Au*** phone didn't work when it rained and internet constantly went out. When I called the first time they said I should not owe anything because it was before the billing. I went online and saw a charge for Sept. I called and was told again I shouldn't owe. Now I have a charge plus late fee. I call again and was told if I paid it I would not get a refund even If I didn't owe it. So it kept saying I owed so I called again and was told the bill was for when I did have service so I paid it. Now I have 0 balance . Pretty soon it shows that I owe plus another late fee. I called again and was tole even though I called and canceled in Au*** and service was Off no phone no internet. Frontier didn't cancel it until Sept around 2nd week. I was told again I probably didn't owe it but they would send it to the higher up and request a final bill. The final bill came through collection agency saying it was going against my credit and that I owed $117.07 when the bill was always $92 so not sure how they came up with that. They said it was from early cancelation. We only had Frontier from the time they took over however many years that was. The phone and internet are horrible and the service department is even worse.

Frontier Communications Response • Dec 20, 2019

Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Mr. is disputing an early termination fee he was charged by Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr.’s account and has determined that his promotion automatically renewed on July 26, 2018. Frontier offers automatic renewal as a courtesy in order to allow our customers to continue to receive discounts.
Frontier lists the contract dates and the automatic renewal policy on each monthly invoice. “As you agreed your Frontier service includes a 1 or 2 year term commitment with automatic renewal at then applicable pricing and early termination fee of up to $400 depending on your bundle of service. Please call Frontier if you have questions about the applicable early termination fee at least 30 days prior to your renewal date above if you wish to cancel your autorenewal.”
A Frontier Representative spoke to Ms. on December 20, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.

Customer Response • Dec 21, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

I have been trying to cancel my internet service with Frontier Communications they said they cannot cancel our account because they need a PIN number to verify our account which is on a paper bill. The house which we recently sold, has been a rental home for the past five years but has not been our mailing address. We moved into another home one year ago but have never received a paper bill at this address. The customer service agent told me he can mail me a bill with the PIN number but when I asked what address he would mail it to he said he could not tell me because he couldn't share account information with me nor will he just send it to my home address since it's not associated with my account. So they will not cancel my service which is on direct draft from my bank account, they will not send me the PIN number, and they will not send the PIBN number to my home address. Therefore making it impossible to cancel my service.

Frontier Communications Response • Dec 26, 2019

Thank you for referring the complaint of *** to our office for review.

The Complaint states that:
Mr. states issue closing out account.
Frontier has investigated the above statements and offers the following response:

· Frontier advises account verified and disconnect placed as of December 26, 2019.

· Frontier advises final billing cycle during closure would be due (if not already paid) along with $ 9.99 broadband processing fee that will appear on statement after closure.

· Frontier spoke with Mr. on December 26, 2019 and reviewed the above.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.

Customer Response • Dec 27, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

My Internet was down for a total of ten days all in the last month. This was from Nov 15th to the 18th and from Dec 6 to the 11th. On top of this, my Internet has always been slow and it cuts out and re-connects everyday and yet I pay probably one of the highest prices in the country for hard line phone and Internet. I really don’t have many options as I live in a very rural area of southern Oregon where cell towers don’t reach and Frontier Communications knows this because their prices keep going up (and service goes down) while cell phone prices drop. And yet, they still have not installed fiber optic lines out to my area for faster speeds. To add insult to injury, now they outsourced all their technical and billing departments to overseas ( India?) and so now it’s almost impossible to even communicate with them. I spent over on hour on the phone in the last month with people who could barely speak English and they did not solve my Internet problems. When a technician came out to my house the first time, he found the problem down the street in the junction box. The same problem happened a few weeks later and this technician said that the last guy did sometime wrong because he was on loan from Portland and didn’t know the area.
I make my living on the Internet selling in several different venues and to have it down during the Christmas Season is a MAJOR financial burden to me. I’ve suffered hundreds of dollars in lost sales and I lost customers as well because I was unable to respond in a timely manner (twice I drove on a 60 mile round trip to visit the library to get on the Internet).

I would like a $50 credit to my bill for the time my internet was down and I would like a reduced monthly charge for a very slow and sub-standard Internet Service.

Frontier Communications Response • Dec 23, 2019

hank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention. The Complaint states that: • Mr. was without internet for ten days experiencing frequent disconnects. • Mr. has lost business as a result of the internet not working. • Mr. would like a credit for $50 applied to his account for the internet down time. • Mr. would like his monthly internet bill reduced. • Frontier has not installed Fiber Optic in his area for faster service. Frontier has investigated the above statements and offers the following response: • Mr. experienced down time for internet service in the month of November and December. • Frontier does not compensate customers for lost time or wages. • Frontier has issued prorated credit for time out of service to Mr.’s account. • A Frontier representative has reached out to Mr. to advise that he is paying the lowest rate available to him for his internet service. • Frontier Engineering has confirmed that Mr.’s area is at capacity at this time, and are unable to confirm scheduled upgrades to the infrastructure at this time. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.Comment Added12/2

Customer Response • Dec 26, 2019

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

A very nice gentlemen came to our door and offered us a great package with frontier. We chose to take him up on the offer. Frontier came out set up basic cable and internet having to run an Ethernet cord from one side of my bedroom to the other because she didn’t have time to do it. My 2.5 yo son tripped on the cord and busted his lip because of it. Angry...but he was okay. However the service they had put in did not work. I called 3x and had someone reset the system still didn’t work. Damion from frontier said although our service is in your area we can not guarantee the Witless connection and tv service. So I decided to cancel it. It had only been 3 days with the service. Damion said no prob I’ll send out the boxes you won’t be charged. I get my bill...I call back and wait 2 hours to speak to there supervisor Nathan he tells me I have escalated it you won’t get charged. I return my boxes to the store in downtown Sarasota and I was reassured I would get charged by the store manager. I have reference number for all my calls. Then I get a collection from frontier. I do not like scammers and they totally scammed me!

Frontier Communications Response • Dec 18, 2019

Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.

The Complaint states that:

· Ms. advises she is disputing Frontier bill. Ms. advises she cancelled services after 2 days.

Frontier has investigated the above statements and offers the following response:

· Frontier advises the service was cancelled and the account has been credited in full.
· Frontier advises we have been unsuccessful in our attempts to reach Ms. and have provided our direct contact information.

We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.

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Description: Cable TV, Internet and Telephone Installation Companies

Address: PO Box 20550, Rochester, New York, United States, 14602-0550

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