Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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We were presented with a no obligation / cancel anytime without penalty or obligation offer for Business Internet December 2018. We have decided not to proceed with this plan in November 2019 at which time we were told that the sales rep had no authorization to offer us a cancellation addendum and Frontier sent us a bill for $1,751.63. I requested review of this issue with the current sales rep who told us he would cancel our service (we have no service - never did) and that when the bill came that we could refer it to legal. After receiving this bill, I contacted Customer Service who said that I would have to submit my request to Complex Billing. Complex Billing said that per the 'Project Manager' the charges are valid. I have since then asked multiple times to be referred to Legal with no response. In an online chat today, the CSR was going to provide me with contact information to submit the complaint to the Office of the President - after waiting for 11 minutes while the CSR searched for this information I was told that the website for the Office of the President has been disabled and she was not able to locate another contact telephone number for them. I was advised to ask for the Complex Billing's supervisor to continue my complaint. If this sales rep had no authorization to offer a cancellation addendum on Frontier letterhead - then how can any other documents that he presented be authorized or deemed valid? This is a horrible way to conduct business.
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. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated the billing for *** account and has examined the contract provided.
The contract signed clearly states if Customer cancels any Service or Equipment prior to delivery of any Equipment or installation of the Service or Equipment, Customer shall pay a cancellation charge equal to the NRC and one (1) month of MRC for the Service, plus the total costs and expenditures of Frontier in connection with establishing the Service prior to Frontier’s receipt of notice of cancellation, including but not limited to any Equipment restocking fees.
Frontier has notified Ms. via email that charges were valid and did provide direct contact information if she has any further question.
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.
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,
***Please see attached addendum provided to us by the sales rep - we were told that we could stop the process at any time with no fees or penalty and were under no obligation.
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. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated the billing for *** account and has examined the contract provided.
The contract signed clearly states if Customer cancels any Service or Equipment prior to delivery of any Equipment or installation of the Service or Equipment, Customer shall pay a cancellation charge equal to the NRC and one (1) month of MRC for the Service, plus the total costs and expenditures of Frontier in connection with establishing the Service prior to Frontier’s receipt of notice of cancellation, including but not limited to any Equipment restocking fees.
Frontier has notified Ms. via email that charges were valid and did provide direct contact information if she has any further question.
An early termination fee is a fee charged when a customer is given a promotional discount and cancels prior to the term commitment after receiving the discounts promised with a term commitment.
This is not an Early Termination Fee.
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.
Frontier ran a credit check, gave me three different appointments then never showed. It is impossible to talk to any of their representatives because they put you on hold for twenty minutes or more and ultimately hang up on you.
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 Frontier ran a credit check and gave him three different appointments then they never showed up for the installation of service. Mr. is requesting that the inquiry gets removed off his credit report because Frontier did not provide the services as promised. Frontier has investigated the above statements and offers the following response:
Frontier advises that a credit check is standard business procedure when inquiring about or establishing service with Frontier Communications. Establishing credit is a process Frontier Communications uses to qualify applicants for new service based on credit-worthiness.
Frontier advises that Mr. cancelled his order for new service.
Frontier advises that on November 26, 2019 Mr. was advised that his request for the removal of the credit check off his credit report was declined.
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.
I am not able to get my issue resolved via Customer Service. I would like to add how rude they are and unwilling to help.
On 10/15/2019 I woke up with no cable. The message on the tv was to pay my bill. I thought that was strange since I had paid on 10/4/2019. I do always pay a month behind since I know it is billed a month in advance. I did however, have a problem with a payment on 8/26/2019 that did not go through because my funds did not get transferred from my savings to checking since unbeknownst to me I was over my limit of transferred funds. As soon as I found out (two days later) I replaced the pmt on 8/28/2019.
Things were normal in till 10/15/2019. I went ahead and made a payment in the early morning and waited for my service to come back on. I called a couple times and they said it will be working. It was late in the afternoon and I called tech support this time. He asked if my phone and cable is working and I told him yes. He then had me hold for awhile and said there was a cable issue and had to get ahold of someone else. He finally got my cable going. I honestly don’t think I was disconnected because of payment but rather it was a cable issue especially when I was never without Internet or cable.
I then learned I was charged for a NSF fee of $30. Called up and explained my situation and was told they will not waive the fee. My bank was understanding and waived their fee since I had the money. I then decided to cancel my service since I was unsatisfied with the decision of not waiving that fee and the accumulation of past problems . I had called again to make sure there was no early termination fee, which I didn’t think there was, and got a confirmation by the representative that indeed there was no early termination fee.
On 10/18/2019 *** hooked me up then as soon as the technician left I called Frontier and cancelled services. I asked how to return the boxes and she said just go to UPS and drop them off. About two days later I did but the UPS agent told me I need boxes otherwise they charge shipping. Are you kidding me I said. The girl never told me I needed boxes. Went home and called again. Was told they will make sure I get boxes. Got them about a week later. Packed them up right away and took to UPS and got a receipt. Now I was charged up to 11/8/2019 for equipment. Why? I disconnected on 10/18/2019.
So not only do I have a NSF fee of $30 but also early termination fee $87.66, reconnection fee-broadband $9.99, reconnection charge -res $25.00 and box fees from 10/18-11/8.
These are not correct charges and needs to be fixed.
Thank you
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. states that she regularly made her payments late and that after her NSF payment, her service was then interrupted causing her to be billed for reconnection. Ms. states that as a result of her payment being returned by her bank she was billed our NSF fees. Ms. advises that on 10/18/2019, *** installed their service to her home but was billed for Frontier services after that date. Ms. advises she called to confirm there was no early termination fee Frontier has investigated the above statements and offers the following response:
Frontier has reviewed Ms. payment history, confirming bills were paid late for more than a year. When a customer chooses to pay their bill after the due date, they may be charged a fee (including a Treatment Charge if the account has been delinquent for 3 consecutive months and the past due balance is greater than $99), the service may be interrupted and pay a reconnection charge to restore service. Frontier attempted to reach Ms. to resolve the balance prior to the interruption. Frontier finds the Reconnection fee’s for phone $25.00 and internet $9.99 to be valid. The payment made by Ms. on 9/26/19 via online bill pay was returned NSF on 9/30/19. Frontier maintains that a fee may be charged for a check that is returned by the bank for any reason. Frontier finds the $25 NSF fee to be valid. Frontier service terms state ‘Subscribers to Frontier’s TV and Internet services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions. Frontier finds the fee’s to be valid per Frontier terms of service. Frontier has reviewed the conversation Ms. had with Frontier Representative on 9/24/19 and has verified she was advised in error that she was not in contract. Based on this conversation, Frontier has adjusted the $87.66 ETF. The adjusted balance remaining is $146.65, due immediately. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. have experienced as a result of the above matter.
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,
***
The billing in advance is a choice I made to pay just the month of services rendered. I always paid that every month. I paid that payment that got returned right away. I did not loose service till a week or so after that. As far as loosing service it was only my cable. My phone and internet never was effected. After talking with your troubleshoot department it was learned it was a problem with the cable not due to payment.
As far as charging for services up to billing cycle instead of the disconnect date is unacceptable. Why would anyone pay for something they are no longer using AND called to end services. I have proof that I paid another cable company instead. I refuse to pay for two cable companies for the same exact services.
I am still wanting all fees removed and know I owe a NSF fee.
Thank you
Thank you for referring the additional concerns of Ms. to our office for review.
The additional concerns state:
Ms. states after speaking to Frontier Technical Support, she feels her service was part of an outage, not interrupted.
Ms. disputes Frontier’s TV and Internet subscription service policy Frontier has reviewed these additional concerns and offers the following response:
Ms.’s account was interrupted on 10/15/19. This was due to consecutive late pays and the NSF. The Temporary Disconnect order *** affected the TV service first. Ms. spoke with Frontier’s Collections, made a payment of $199.47 to begin the reconnection process. The Payment Reconnect order 39351790 was placed with Ms. being advised restoral can take up to 24 hours. Ms. then spoke with Frontier Technical Support who was able to expedite the restoral. Frontier finds the Reconnection fees for phone $25.00 and internet $9.99 to be valid. Frontier’s notifies all customers via bill messages of our terms on page 2, under ‘Service Terms’. These can also be found on the web at Frontier.com/terms. If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions.’ Frontier finds the fee’s to be valid per Frontier terms of service. The adjusted balance remaining is $146.65, due immediately. Frontier has reviewed these additional remarks and the company’s position has not changed
I called in October to cancel my account because I was switching to ***. On that occasion, Retention Specialist Brian G in *** Washington convinced me to put my account on vacation in case things didn’t work out. I only agreed to it because he said he would waive the Vacationing fee. I requested that he send that in an email so if things went wrong, which they did, I would at least have that to refer back to in my defense. He is the only one in the nearly dozen calls to have sent me any verification in email. All other agents said they could not, even when I referred back to an email from one of their own, so I find it hard to accept that they couldn’t email me.
I called in because I got a bill while in Vacation mode and as I had anticipated, the promises Brian made were broken. I called to cancel only to be told that the order would require a day to go through, I called the next day to cancel and met with resistance and policies and systems that I believe intentionally obfuscate the process. I Finally, on November 11th the cancellation order went through and on the following day, I intentionally overpaid $25 to hopefully cover any hidden taxes or charges that your intentionally inefficient system might generate. I again requested email confirmation that I would never have to speak to another Frontier representative again, and again was refused.
Which brings us to today. I got an email for charges on my Frontier account. Nothing in the email indicated that the account was closed, or anything other than active. I then assumed a disgruntled employee may have said they cancelled my account, taken my payment AND the convenience fee that I intentionally paid with him because I wanted to be done. Again, this is the problem with your agents not emailing confirmation information. I called in and immediately was met with a level one representative that asked me for the 5 digit security code, which is different than the pin code on the account page, which is different than the 17 digit account number, which is different than the email, phone number, address, last 4 of my social and any information that could have been used to verify my information. He insisted that the only way to get that number was to have email mailed to me. In the time it took for him to find a supervisor, I found that security code could be revealed on the account page. Why did he withhold that information? Again, another practice, intentionally meant to make the cancellation process difficult and time consuming and costly to your customers. Eventually, I tried to explain my frustration with this whole process to Rebecca at which time she put me on hold. All she told me is that she was looking into my billing. It wasn’t until minutes of frustrated conversation that she said that my account was indeed cancelled. She said that she was working on crediting charges back, but again, I wasn’t sure if that meant I would still be responsible for more charges. The fact that I had to call again after the number of calls and comments that had to be on my account, is absolutely astonishing to me. The fact that the previous agent withheld information is astonishing to me. But to Rebecca, it appeared to be the status quo. No care for the inefficiencies, miscommunications, effort that was put in to cancel a single account. Every call, I asked what I needed to do to cancel and be done with this company. Every call, I did what was asked, and yet I continually had to call back, have things fixed, adjusted, haggled, pleaded, yelled in frustration, and even calling today a full month after my account should have been inexorable dead, I had to call to fix charges due to your system which, I don’t think is outdated, inefficient, and bureaucratic but accident or neglect, but completely by malicious design intended to discourage and even punish customers for leaving.
Prepaid all of July 2019 but only had service for 13 days in July. Did not have land phone service for 22 days or internet for additional 31 days in August 2019. Requested credit to our acct for over payment. Won't issue reimbursement. Submitted a 'billing dispute' request to issue credit. It was rejected. Now they're threatening a collection agency.
Frontier has investigated the above statements and offers the following response:
· Frontier received notice of intermittent internet issues beginning July 19, 2019; Frontier was able to restore services over the phone and sent a replacement modem.
· Frontier received a report of no internet services on August 1, 2019 and dispatched a technician on August 8, 2019 whom replaced the defective modem and restored the internet.
· Frontier successfully ported out Ms.’s telephone number on August 9, 2019.
· Frontier has issued appropriate credit to Ms.’s account leaving a credit balance of $2.99; refund process will take up to 90 days.
· Frontier spoke with Mr. on December 12, 2019 and advised of 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
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
Since moving to Laporte, IN in July 2017, we have had service with Frontier. We always received, and paid, our bills by US mail.
In May 2019, I requested to have autopay. I thought it was in place and received no more phone bills by mail. Then I received in September a notice that due to nonpayment, my service would be disconnected! I called them and they said they were sending bills to my email so I could pay online. I told them I did not request this, nor did I receive any bills. I took care of the outstanding balance and told them I wanted my bills sent via US mail, like I had in the past. They assured me this would be done. They also said they would send me copies of the previous bills that I have no copies of. It is December 10 and I still have not received any bills by US Mail.
I have not received the copies of my previous bills that they assured me they would send. I am having to call in, get my balance, and mail in my payments for the last two months to avoid their online payments charges. I want to be billed by US mail. I have called them repeatedly and they say they promised they will bill me, and they do not. This is horrible customer service and any time I call I spend 20 minutes or more on hold just trying to take care of this! It is ridiculous!
Frontier Communications
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:
Ms. has not received any billing statements from Frontier since July 2017. Ms. has contact Frontier on numerous occasions requesting copies of her billing statements but has not received anything. Frontier has investigated the above statements and offers the following response:
Frontier investigated Ms.’ s account and determined that she was enrolled in paperless billing through Frontier.
Frontier mailed Ms. a copy of her billing statements dated for June, July, August, September, October and November of 2019 on December 18, 2019.
A Frontier representative cancelled the paperless billing on Ms.’ s account on December 18, 2019.
A Frontier representative spoke with Ms. on December 18, 2019 to advise and provided her with the direct contact information for a Frontier representative.
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.
Frontier Specialist: Linda Department: Consumer Relations
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
We disconnected services at the beginning of the billing cycle, my bill amount needed to be prorated since I did not use the services for the complete billing cycle. I was told after 3 billing cycles, the correct and final amount would show. I was told I was not going to be sent to collections that should just wait for those three billing cycles and then pay the final bill.That has not happened and now I have been sent to collections for the full amount.
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 was billed for a full month of service even though he wanted to end his service earlier. Mr. advises that his account was sent to collections for an outstanding balance that he has been disputing. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to cancellation, Mr. was billed and thus incurred charges through the end of his billing cycle. Although Frontier’s billing policy states that termination of non-regulated services is effective on the last day of the billing cycle and no partial month credits or refunds are provided, Frontier has adjusted the customer’s bill for the partial month in which he did not have service, as a courtesy. Frontier advises that the outside collections agency will be automatically notified of the adjustment made to the account, and then it will be taken out of collections. Frontier spoke with Mr. on December 18, 2019 and discussed the above information. He was provided with the updated balance, which he agreed to pay. He was satisfied with the resolution and has direct contact information for Frontier. 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.
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
Horrible serviceInternet goes out frequentlySometimes takes weeks to get someone out herePaying 45/mo for bad internet & bad service 'Will not upgrade service or equipmentUlten? you test it, we are getting .37 mbps & that is on a good day
Frontier records reflects that there has been no Internet trouble reported since August 2019; therefore, a request has been submitted to have a Technical Support Specialist contact the customer to assist with the frequent disconnects. Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier has investigated Mr.’s account and has determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.
Frontier is providing the fastest Internet speed that it can provide at this location at this time. Mr. and Mrs. are provisioned at 1.344M.
Mr. and Mrs. are eligible for the $9.99 pricing that the Attorney General’s office negotiated with Frontier. The price decrease will appear in the form of a credit on bills starting with the January bill cycle. Mr. and Mrs. qualifies for the credit because they subscribe to Frontier Internet Max service and their service is provisioned at 1.5 Mbps or below. We regret any inconvenience that Mr. and Mrs. may have experienced as a result of the above matter.
the unreliability of Frontier internet/Wifi service is unacceptable. Over the past 3 years I have had to call numerous times because of no internet and or phone service. It's obvious that Frontier has no intention of updating our lines and continue to patch up our service until the next time. There has been many times that I have to go to a friends house to do my banking etc because my service is out.
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 her Internet service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time
Frontier is providing the fastest Internet speed that it can provide at this location at this time.
Without waiving any rights, Frontier is providing Ms. with discounted Internet Max monthly $9.99 pricing.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms. area at this time.
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.
/ / / Paying for high speed internet that rarely works when working it is slower that dial up.When you call for help they expect you to spend 1 to 2 hours trouble shooting issues and repairs for them. I am NOT employed by Frontier to spend time as a repair tech.
Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier has investigated Mr.’s account and has determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds. Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr.’s location is over 16,000 feet from the nearest Frontier facilities. Frontier is providing the fastest Internet speed that it can provide at this location at this time. Mr. is provisioned at 1.344 Mbps.
Mr. is eligible for the $9.99 pricing that the Attorney General’s office negotiated with Frontier. The price decrease will appear in the form of a credit on bills starting with the January bill cycle. Mr. qualifies for the credit because he subscribes to Frontier Internet Max service and his service is provisioned at 1.5 Mbps or below. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
They said bill would be go from $63 to $43 to retain me because I was going to cancel internet. I have had problems with internet over a year...they sent modem 1/9/2019 and again in June I have shipping records on both. Instead of giving me credit for no service they charged me $90 per month for a total of over $300. Kept telling me would fix and only adjusted $40 after I complained the first time. Bill should be zero and account settled. Have picture of me on phone with them over an he. Also have all bills on pdf. They were rude and unhelpful to me and I was a costumer for 40 years. I never got high speed internet from them my max speed was under 3up. Several modems were sent and technicians. Last technician said there was problems outside 11/5/2019 .
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. advises he has a billing discrepancy with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued all the appropriate adjustment.
Frontier advised Mr. of the payments received and the previous balance forward. Frontier reviewed the charges from June 2019 bill date, July 2019 bill date, August 2019 bill date, September 2019 bill date, October 2019 bill date and the November 2019 bill date. Frontier advises the remaining balance is correct and no additional credits are warranted.
Frontier has provided direct contact information if Mr. has additional 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.
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.
After months more of minimal efforts they have lowered their number I “owe” them not resolved the full amount for not providing me with high speed internet for over a year. I never missed a payment. They owe me 10 months credit Jan-nov...service technician was sent on November 5th he said problems were found outside. Tried of dealing with frontier. The people they have working for their billing department are rude. The last man Richard told me he handled it only gave $40 credit until I complained again then he came up with I owe $147.67. He never listened to my not having high speed internet. Made adjustments for frontier’ms billing mistakes only. I have 4 modems and the shipping statements. Two techs sent last was on November 5 so bet the two I should get credit for payment of service I didn’t receive. Frontier is a terrible company.
Regards
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. advises he has a billing
discrepancy with Frontier. Frontier
has investigated the above statements and offers the following response:Frontier’s position remains the same as there has
been no additional information provided that warrants a deviation from the
original resolution.Frontier advises we have issued all the
appropriate adjustments to Mr.’ account.Frontier advised Mr. of the payments
received and the previous balance forward. Frontier reviewed the all charges and payments
from June 2019 through November 2019. Frontier advises the remaining balance
due is a result of a balance forward as not all bills were paid in full each
month. The remaining balance is correct.Frontier
has provided direct contact information if Mr. has additional
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.
Have lived at this address for over 42 yrs. Started with "dial up" which was better than what we currently have as internet improved. We were able to stream MLB games NFL games. As our area has grown & Frontier adds more customers to a network tht is obsolete. Our internet has become poorer & poorer. We barely have speeds of 1 lately. Past several wks were without internet from their end. Took 5 days to get them to listen and put work order in. We have been told our area needs update for last 8 yrs. No improvement done. But Frontier continues to a
s customers to system that cant take care of current customers. During 10 day outage I wasted over 5 hours of my time with techs on phone.
Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier has investigated Mr.’s account and has determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.
Frontier is providing the fastest Internet speed that it can provide at this location at this time. Mr. is provisioned at 1.344 Mbps. Mr. is eligible for the $9.99 pricing that the Attorney General’s office negotiated with Frontier. The price decrease will appear in the form of a credit on bills starting with the January bill cycle. Mr. qualifies for the credit because he subscribes to Frontier Internet Max service and his service is provisioned at 1.5 Mbps or below. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier has been horrible and lied to me about the services. They charged me for the last 3 years for "router" rental. and states that I can buy, lease or rent from them. I can use my own router. They charged me $9.99 each month for rental. I called them as they advised, I got my own router and they insisted that they would take $9.99 rental fee off if I used my own router. I bought a new router, called them to no longer "rent" their router and return it. Shaquan/Martin said that I will have to lease or buy their router for $200 dollars otherwise they charge the "rental fee" still. I am irrate. and Shaquan was horrible service
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:The Frontier Residential 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.
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.
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.
The internet goes out multiple times a day, everyday.Customer service told me ours went out 400 times from Oct 1st to Oct 24th. My home phone is *** and works off internet and it goes out/off everytime the internet does. I pay for a months worth of internet and get about a weeks worth. If you paid for 10 gallons of gas at the gas station and only got 5 this would be robbery and illegal but Frontier gives *** service and no one will do anything about it.I call them at least once a month or more.Please help.
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. advises that he 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 Mr. account and has determined that due to a surplus of Wi Fi in his immediate area, Wi Fi network congestion could be affecting Internet service speeds.
Frontier found that Mr. area is experiencing congestion and although Frontier is continually working to improve its network and its customer experience, there are no specific plans for upgrades in Mr. area at this time.
A Frontier Representative spoke to Ms. on December 13, 2019 and advised of the above.
Frontier does appreciate Ms. as a customer and provided direct contact information.
If Mr. is dissatisfied with Frontier’s Internet service, he can cancel service with no further obligation.
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.
Frontier Communications offers subpar internet service. We can not stream movies, open webpages, read email or do school work. Our daughter takes virtual classes through the WV Board of Education. She is unable to access the website to complete any of her work while at home. We also run a business from our home. It is very difficult to send invoices and read important emails when the internet is too slow or is not working at all. When I call to complain, I am basically told that this is as good as I'm going to get. It is hard to believe that it is almost 2020 and here we are without reliable high speed internet!
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer wants credits for the internet not working correctly Frontier has investigated the above statements and offers the following response:
Frontier can only apply credits for service issues if a repair ticket is entered.
Frontier records indicate the last repair ticket is from 10/06/18.
It is Ms. responsibility to notify Frontier if her service is not working. Frontier will then try to resolve the issue remotely and if we can’t we then place a repair ticket.
Frontier attempted to call Ms. multiple times however, was unsuccessful in reaching her.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Cancelled all services as of April 30,2019. Still getting billed and no one at customer service will work on it. Multiple times “Our system is down”. Ready to send them to a collection agency to collect some customer service!
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 requested to cancel her Frontier services on April 30, 2019. However, Frontier continued to bill for the services.
• Ms. is requesting to have the account billing corrected.
Frontier has investigated the above statements and offers the following response:
• Frontier records show that Ms. contacted Frontier on April 29, 2019 and requested to have Frontier services installed. An order was issued the same day and posted on April 30, 2019, creating Ms.’s Frontier account.
• Frontier records show that Ms. contacted Frontier on August 24, 2019 and requested to have her services moved to her new address. The order posted on August 30, 2019.
• Frontier records show that Ms. contacted Frontier on September 3, 2019 to advise that her services were not working. However, due to Frontier error, no repair ticket was issued.
• Frontier records show that Ms. contacted Frontier again on October 8, 2019 to advise that her services were not working since being moved to her new address. A repair ticket was issued the same day. However, the repair ticket was cancelled.
• Frontier records show that Ms. contacted Frontier on November 11, 2019 and requested to have the Frontier services disconnected. Mr.’s account was disconnected as requested on November 29, 2019.
• Frontier has issued a total of $408.65 in credits to correct the billing for services that were not working.
• Frontier advises that the $75.48 remaining account balance is a valid balance. This balance was billed for the Frontier services prior to the move order.
We regret any inconvenience that *** may have experienced as a result of the above matter.
On Dec. 06, 2019 frontier was gicing permission to debit 54.00 out of my account for internet service. On December 9 the day of installation I did a follow up call regarding my service. I waa told service was cancelled due to nonpayment. My bank confirmed the payment. Fro tier robbed me of my money and I never received internet service or a refund.
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. states she paid a deposit of $54 to receive Internet services from Frontier.
Ms. did not receive services from Frontier and her deposit was not returned.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s order and found the deposit was made on December 6, 2019.
The payment was reversed back to Ms.’s bank and confirmation number is *** and it usually takes 3 to 5 business days.
A Frontier Representative advised Ms. via email and provided direct contact information if she had 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
We moved into our new construction home 7months ago , our grass was already fertilized and well taken care of before frontier construction team came and ripped up my grass to run a line Several lines and several holes into my grass that was already in embedded. We have purchased multiple lawn care treatments from different stores to fix our grass and we got it to where we want it our grass is Saint Augustine grass therefore when frontier came they ripped up our grass in several areas to run a line so they can put my neighbors down the block Internet installed. In the pictures below it shows How green my grass was and now it’s dead in the patches that they dug up within the last couple of days. I’m looking for someone to either come out and replace my grass or a check so that I can maintain my grass back to the way it was
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 Frontier caused damage to her yard. Frontier has investigated the above statements and offers the following response:
Frontier opened a claim with *** for Ms.. Frontier provided a claim number of *** and direct contact number to *** .
Frontier spoke with Ms. on December 16, 2019, and advised of the above information.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.
I paid 325 dollar on my bill in November 23 they said they was turn it back on with in ten minutes that never happened kept calling every day since then they gave me 2 tickets said they was coming out waited again they never showed up so called again then they said December the 2 they would be here never showed up then today it's the 9 from 1 to 5 never showed up again then here go again I got off my job twice for them and still no show I ask them what about I done paid for service it's almost been a nother month ask for supervisor they said they can't put them on the phone I just want my 325 back on my card so I can go to *** at this time I'm out of 2 days of work and headache
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer wants the service to work Frontier has investigated the above statements and offers the following response:
Frontier dispatched a technician on 12/12/19 that repaired the connection issues *** was having.
Frontier issued a credit from 12/2/19 – 12/12/19 in the amount of $17.79 that will be applied on the next billing cycle.
Frontier has attempted to call *** however was unsuccessful.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
We contracted frontier for internet. Found out on 12/9 we have been paying for phone and internet since July! Asked to have the issue resolved told me they would not refund all of the money. When it was installed nobody mentioned a phone line. Or that we had one! We ONLY wanted internet!
Frontier records reflect order #*** placed on 07/27/19 to add Digital Phone Unlimited Voice with Internet Power effective 07/29/19. A review of the call recording confirmed that the account holder, ***, agreed to add the bundled package of Unlimited Voice and Internet Power service. The representative quoted $64.99 plus surcharges and taxes for Unlimited Voice, Internet Power and Router before applicable surcharges and taxes.
Frontier advises that Ms. has been billed correctly as quoted.
Frontier advises that there is no record of a dispute of the phone charges until 12/02/19. A representative provided a courtesy credit of $20.00 for 2 months of phone service. An order was placed to remove phone service effective 12/16/19 per customer request.
Frontier advises that per the 07/27/19 call review it has been confirmed that Ms. agreed to add Unlimited Voice and Internet service; therefore, no credit is warranted.