Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
Frontier Communications internet service is slow, unreliable as is their customer service. We canceled our service with Frontier on Oct 13th. They then have since charged my account twice, once in an auto payment I had canceled before canceling my internet service and another where they billed me and I thought I was paying the last bill. I now have $92.00 in over payment they have held since my canceling on Oct 18, 2019. They now tell me it will be sent in March of 2020.
Their telephone and internet services suck, but not as bad as their customer service reps and managers who don't give a care... probably can hear them in the background laughing at all the fools who HAVE to use their services.
I started my internet service with Frontier over a year ago. My internet worked for 3 days and stopped working. It was impossible to reach anyone. I finally reached someone 6 months later and was told a new router would be sent. I never received one. Just received a call from collections for my balance. I refuse to pay for a service that does not work. They can see from my records that I have not used any data but refuse to fix the issue.
I'm not sure if I have the correct Frontier location but back in August I believe was the month our internet service was down for over a week. I contacted Frontier multiple times that week and they couldn't get someone to come out and look at the issue. Finally got a service repair scheduled after that week and the repair guy states that he came out but no one was home. My husband was there and no one knocked at the door. Therefore to us no one showed up nor fixed the issue. I contacted them asap and got nowhere so they planned for another tech to come out 3 days later and no one called or showed up. After almost 2 weeks with no internet that I was still paying for! After two weeks of this going on a tech came out and resolved the issue and said that we wouldn't be billed for this. Here I am now in December still being charged for this and after contacting Frontier every month about it they will not do anything about it and called me a liar and their tech the first time did come out and that's what our charges were for. If a tech came out why didn't he knock or fix the issue? I refuse the pay for these charges and not to mention didn't have internet service for more than 2 weeks. They have the WORST customer service staf
!
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. states that in August her Internet service was down for over a week. After getting a hold of Frontier a repair ticket was scheduled and the Frontier technician came out after being 2 weeks without Internet service.
Ms. states she has never received credit for time without service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the last repair ticket on file was made on July 24, 2019. The technician was dispatched on July 29, 2019 and the trouble was found to be a short in the pair. Previous to this a repair was entered on July 20, 2019 and cleared on July 24, 2019. The technician was at the home and had no access to the home, a door tag was left and the customer was billed an isolation fee.
Frontier has attempted on numerous occasions to reach Ms. and has been unsuccessful in reaching in her. Multiple messages have been left and a letter has been mailed with 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.
Frontier Specialist: Sarah H Department: Consumer Relations
There was someone home for the initial repair and no note was left on the door!!! When the second repair guy came out and fixed the issue stated that we would not be billed for this. 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
Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate her bringing this matter to our attention.
The rebuttal states that:
Ms. states that in August her Internet service was down for over a week. After getting a hold of Frontier a repair ticket was scheduled and the Frontier technician came out after being 2 weeks without Internet service.
Ms. states she has never received credit for time without service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the last repair ticket on file was made on July 24, 2019. The technician was dispatched on July 29, 2019 and the trouble was found to be a short in the pair. Previous to this a repair was entered on July 20, 2019 and cleared on July 24, 2019. The technician was at the home and had no access to the home, a door tag was left and the customer was billed an isolation fee.
Frontier stands by their original determination and advised of the above.
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: Sarah H Department: Consumer Relations
Service was cancelled on account 10/1/10. Bill received in Nov. showing account was still active. Called beginning of Nov and worked with a customer service agent who confirmed she was cancelling the account, saw prior communications made in Oct to cancel account and credited me the Nov charges. Received another bill from Frontier for Nov for "past due amount" as well as a new bill dated for the period of 11/28/19 to Dec /23/19. This new bill of $56.30 is for a current months use. I called and spoke with customer service this am and was told the following... that despite the account showing as "cancelled" and cancellation date of 10/1 I still owe for the Nov charges. Further the customer service agent I spoke with should not have offered me a credit for the month of Nov as it was not a service I used. In terms of the new bill the customer service agent denied that I was being billed for Dec despite having an actual bill for Dec in my hands, showing an active account.
I asked if they would guarantee me the account is closed and was told YES but they do not have a cancellation # for me. They are refusing to credit me for services post 10/1/19 cancellation. To add to the confusion, my account number is now assigned to a phone # that belongs to the new home owner of the home I sold, at the address I previously resided in until Aug 2019, where I had received their services. The pin # currently on the account is not one I picked or that was on the original account.
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: • Ms. states she had requested to disconnect her Frontier service as of October 1st, 2019. • Ms. states she has been billed additional months charges for service after she requested to disconnect service. • Ms. requests balance of $56.30 be waived. Frontier has investigated the above statements and offers the following response: • Frontier records show that Ms. did contact Frontier to cancel service as of October 1st, 2019. Confirmation of disconnect order placed per customer request is 39316094. • Frontier records do indicate Ms. was advised of a $9.99 broadband disconnect fee at the time she requested to disconnect service.• Frontier has decided to issue a credit in the amount of $46.31, which leaves an owed balance of $9.99 for the broadband disconnect fee Ms. was advised of. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Cole 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
I signed up for Frontier internet for $39.99. I read all the fine print and spoke to customer service reps who explained that my total costs would be in the range of $53. $39.99 + $3.99 Internet Infrastructure Surcharge + $10/mo for their router or purchase for $200. I chose the rental option for $10/mo. We even agreed to a lower installation fee of $25 versus $75.
However, the installer never provided a router, but instead just plugged it into mine. I was receiving 350mbps up and download. Great! However, Frontier still wants to charge me $10/mo for a modem that I do not have.
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 Frontier is charging him $10 for a modem we did not provide.
Mr. also states that a Frontier technician connected his Internet using his own modem.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr.’s account and found he was never provided a Frontier Modem.
Mr. does understand that Frontier equipment should be provided with every service. Our advertising and our residential Internet terms and conditions make it clear that a customer may choose to use their own Modem, but Frontier will not support it if there is an issue.
Frontier does value Mr. as a customer and has 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.
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 was a frontier commuicatons customer and recently this year I upgraded my interent services. They came out installed it and it was working for about 24 hours of less and then I didn't have internet services. I waited a week they came back out replaced the internet box and again worked for about 24 hours or less and again no internet service. So I called and called spoke with several people not one of them could help me just made promise after promise on how my bill would be credit. Finally after a month of not have internet service but still getting charged for it, I found another internet and phone provider. I sent frontier back all their equipment, no final bill was sent to me and now here we are 3 months later and I get a credit collections letter in the mail for the final amount due on this account. I think this company is out to rip people off and I have to pay it cause its now affecting my credit. I am so beyond mad and don't understand how they can continue to do this to people and get away from it. I will not refer anyone to this company their customer service is horrible. I went with a satellite company and I suggest others do as well. And of course Frontier is still no help even after I was promised a credit to my bill time and time again. They make promises to customers that they never intend to keep.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Mr. 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 Ms.’s account and has applied a one month credit for Internet service to her account.
Ms. still has a remaining balance for charges from *** Network and Frontier voice services. *** is automatically paid by Frontier so any charges on the Frontier billing is owed to Frontier.
Frontier has notified Ms. via email and provided direct contact information if she has any further 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.
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 closed my account due to moving at the end of July. They did not actually close my account until 3 weeks later. They expect me to pay for the entire month even though I canceled a week I to the new billing month. They said I was billed ahead of time and they they can't fix the bill for the 3 weeks I did not have service. Now 5 months later they are trying to collect an additional $400 for equipment they told me to throw away. They said I had received the equipment from *** before they took over and that it was so old to throw it in the trash. Never once did they being up this issue when I called them to try to fix my bill. Now they have sent a bill for $577 to collections. I'm being harassed many phone and email by the collections department. This is the 1st I am learning about them trying to bill me for the equipment.
Frontier has investigated the above statements and offers the following response:
· Upon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.
· Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.
· Frontier confirms due to isolated consultant error Ms. was advised she did not have to return the equipment; Frontier advises that a full adjustment was issued on the account to cover equipment charges
· Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.
· Frontier advises that television services receive per diem credits from the disconnect date to the end of cycle billing. Non-regulated internet services are not eligible for per diem credits.
· Frontier advises due to isolated error the television services were not prorated and the appropriate credits have been issued to the account.
· Frontier advises the final balance owing on Ms.’s account is $65.86 and has notified the outside collections agency.
· Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier did leave a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dawn *** 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
There are two issues. Frontier has a monopoly on lined internet in my area. Back my street they own and control the only lined internet service that will come here. All they offer back here was up to 18 mbps. They charge the same price as they charge for highspeed internet in other areas getting over 100 mbps. Secondly, I agreed to pay 44.99 a month for 18mbps. When they came out to install the internet they then told me they could only set me up on 3 mbps, because theyre out of port space. They said theyd have enginering teams look at updating this, but I called back with in a day or two just to be told they would do notbing to help us. 3 Mbps is essentially dial up. I need internet as I am on call for crisis situations with in my organization. 3 mbps cannot do anything for anyone, then they want to gouge people on prices here in rural areas for the worst possible internet available. We are being taken advantage of.
They also refuse to run highspeed internet lines out here and have for years. This is because theyre still charging people here $44.99 for 18mbps if you can get it even. That is the same price they offer highspeed and even fios internet in other locations. I am currious if they are not price fixing as my neighbors said theyve requested frontier, and *** to run highspeed internet here for 10 years now. There are 15 people on my mile long drive alone. The closest highspeed connection is a half mile down the road. *** and frontier refuse to run good quality internet to the area.
Please address this organization who has a monopoly on lined internet in the area. Satellite internet is not affordable to most people in this area as well. Half a mile away people are getting 150 mbps for $40.
Frontier at very least needs to add in more spots/ports for us to all be able to attain atleast 18 mbps. That is what frontier agreed to provide to me.
Frontier records reflect that an order was placed on 12/03/19 for Simply Internet Plus service. A technician was dispatched on 12/06/19 who found that there were no bonded pairs available; therefore, contacted was made with the customer to advise that the maximum speed that could be installed at this time is 3 Mbps. The customer advised that this was not enough speed for his needs.
Frontier advises that the we plan to add additional ports in this area the first quarter of 2020. Given that many factors could impact the timing of this project, we cannot guarantee any specific date for project completion.
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.
Frontier never conveyed that they planned to add additional bonded pairs to me. Only simply that they had zero intention of making the necessary changes to accommodate the services offered to me. Secondly, first quarter of 2020 is not an acceptable completion date. I was promised 18mbps on 12/03/19 the added bonded pairs should be added with in the next week or two at most from my original set up date. I have NOT chosen to cancel my order with frontier so it
it is still pending completion. I expect Frontier to show some care for their customers and complete there agreed upon request by the end of the month 12/31/19. This is ample time for them to order and receive the necassary materials to complete what they offered and agreed to provide.
Regards
Upon receipt of the complaint, a request was sent to Engineering to inquire on plans to upgrade in this customer’s area. Engineering advised that they plan to add additional ports in this area the first quarter of 2020. Given that many factors could impact the timing of this project, we cannot guarantee any specific date for project completion.
Frontier advises at this time we can provide Mr. with Internet speeds up to 3 Mbps. Once the Engineering project is complete, we can then provide higher Internet speed.
Frontier Communications is TERRIBLE! We have no other options for DSL internet where we live and they take full advantage of us. Our internet went down 11/26, was told they'd come fix it on 12/6, no show, told 12/7, no show, now I'm told it'll be 12/24, a month with no internet service and I doubt they'll even come. I've heard of several others in our area that have been without internet for 30+days with empty promises of arrival. Frontier Communications received government funding to expand DSL to us rural residents but unfortunately can't support their customers in a timely manner. They need to hire more field techs to support the tax payer funded expansion. It's no wonder their stock price is less than $1 and they can't make money. They haven't figured out that they need customers to generate revenue. The only ones they are keeping are those with no other options. If you have other options avoid Frontier, they are terrible.
Frontier is charging customers for router rental even though we refused the router
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 reviewed the above statements and offers the following response:
· Our 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. 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.
· Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
· Frontier spoke with Mr. on December 11, 2019 and advised him of the information above.
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.
The cable act of 1992 strictly prohibited this type of activity. It also states that even if I do not decline the router it doesn't mean I am requesting it. Below is the subparagraphs a and b
§ 76.981 Negative option billing.
(a) A cable operator shall not charge a subscriber for any service or equipment that the subscriber has not affirmatively requested by name. A subscriber's failure to refuse a cable operator's proposal to provide such service or equipment is not an affirmative request for service or equipment. A subscriber's affirmative request for service or equipment may be made orally or in writing.
(b) The requirements of paragraph (a) of this section shall not preclude the adjustment of rates to reflect inflation, cost of living and other external costs, the addition or deletion of a specific program from a service offering, the addition or deletion of specific channels from an existing tier or service, the restructuring or division of existing tiers of service, or the adjustment of rates as a result of the addition, deletion or substitution of channels pursuant to § 76.922, provided that such changes do not constitute a fundamental change in the nature of an existing service or tier of service and are otherwise consistent with applicable regulations.
(c) State and local governments may not enforce state and local consumer protection laws that conflict with or undermine paragraph (a) or (b) of this section or any other sections of this Subpart that were established pursuant to Section 3 of the 1992 Cable Act, 47 U.S.C. 543.
[59 FR 62625, Dec. 6, 1994]
Regards
Mr.,
I am responding to the rebuttal below as the customer has not provided any new information . Frontier has not changed its position on the equipment rental requirement. I am unable to link in to this complaint to post a response. Please accept this email as the response to the rebuttal provided by ***. Frontier last discussed this issue with Mr. on December 24, 2020.
Sincerely,
Richard S
Executive Customer Relations
Frontier Communications
Continuously raise prices, when the internet does not work half the time. We do not get the speeds they advertise. They do not maintain there communications lines. There are at least 100 trees that have been laying on the line for a several years in a five Mile stretch from my house.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
In the complaint Mr. expressed concern regarding continuously raising prices, when the internet did not work half the time. He does not get the speeds advertised. He also stated trees have been laying on the line for several years, in a file mile stretch from his home.
Our records indicate Mr. subscribes to the Simply Broadband Ultra and has been paying $44.99 as far back as August 2015 – February 2018. As of March 2018, the Internet Infrastructure Surcharge was added in the amount of $1.99. This tax, in addition to the $44.99 internet fee increased the total Monthly Recurring Charge (MRC) to $46.98. The December 2017 billing statement included the following notification:
“Important Internet Service Information Beginning with this bill, customers not on an Internet Service term agreement, price protection plan or subject to other exclusions will be assessed a $1.99 per month Internet Infrastructure surcharge. The Internet Infrastructure surcharge is not a tax or governmental charge. The internet Infrastructure surcharge will apply to customers on a price protection plan or their renewal date. Questions? Please contact customer service”
The March 2019 billing statement also included the following notification regarding a rate increase:
About Your Account...
Frontier periodically reviews customer accounts for pricing consistency. As a result of a recent review, beginning March 1, 2018, your monthly rate may increase. Questions? Please contact customer service”.
In August 2018, the rate increased to $49.99, plus the tax of $1.99, bringing the total MRC to $51.98. In October 2018, the internet fee remained $49.99, but the Internet Infrastructure Surcharge increased from $1.99 to $3.99. This rate was good through April 2019. The notification was present on the October billing statement, which stated the following:
“Beginning with this bill, the Internet Infrastructure Surcharge will increase to $3.99. this change does not apply until your current term or price protection plan expires. Questions? Please contact customer service”.
In May 2019, the rate increased to $54.99, plus tax of $3.99, bringing the total to $58.98. This is the current MRC Mr. is currently subscribed to.According to Frontier Term of Service, under service charges, it states,
“Frontier may, in its sole discretion, change or modify the rates you are charged for Services or equipment at any time. We may notify you of any such changes by posting notice of them on the Frontier website, by sending notice via e-mail or postal mail, or by a bill message”.
The local manager was provided the portion of the complaint regarding the trees being on the line. As of December 24, 2019, we have not been notified as of the time required for a technician to be dispatched. Mr. will be notified once we are advised the date scheduled for the for a crew to come out to resolve the issue with the trees on the line.
The internet issues presented to on May 14, 2018 were resolved on May 16, 2018, and this trouble ticket was closed. The other trouble ticket found was dated May 17, 2018 and was completed May 23, 2018. We were unable to locate any additional reports of trouble. Attempts to reach Mr. were unsuccessful. Should Mr. wish to discuss this matter further, I can be reached at EXT 111-3143.
Sincerely,
Felicia T
Executive Customer Relations
FRONTIER COMMUNICATIONS
I transferred my service, from Frontier to a new provider around October 21,2019. When I asked about my refund, there local customer service informed me the refund evidently hadn't been "approved" yet. I then E scaled my problem to the State of Iowa's Utility Board. Frontier responded to them saying there standard procedure required a 90 day waiting period to make sure there were no outstanding billing issues/equipment to be returned, etc. That procedure maybe justified for a business account, but not a residential account. I had been a customer of theirs, and their predecessor company since 1984. If I had waited 90 days before paying any of their bills, my credit rating would have been negatively affected, and service stopped. I have copies of all the emails between me, Iowa Utility Board, Frontier Customer Service, and Frontier Regional Manager if you would like a copy.
Frontier has investigated the above statements and offers the following response:
Frontier advises services are billed 1 month in advance from the date of the statement print. This excludes any toll calls (900, 411, International, collect, third party calls, etc.), which are billed after they are placed by the consumer.
Frontier advises the refund policy is in place for residential customers due to the ability to incur additional charges that may not appear on the active billing statement at the time of cancellation.
Frontier further advises, the policy also ensures that all appropriate credits are issued to the account prior to the refund being issued.
Frontier advises all refund cards are sent with a letter of instruction, which includes the ability to have the refund issued by check.
Frontier as a courtesy, has issued the refund of $36.02 by check, which should be received in 7 to 10 business days.
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
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. I appreciate your consideration.
Regards
The phone service in and around this rural town is less than acceptable. My 84 yo Mother service is interrupted a minimal of three times per month. This involves not being able to call 911, God forbid she takes ill or should fall and hurt herself. After a service call is placed, it takes a minimum of a week for a technician to get out to the house for repairs. "We will have someone out on next week xxxday, that is when a technician will be in your area." This is unacceptable for Seniors.
Frontier is currently the ONLY option for telephone service in this area. They need to ensure that phone service is delivered daily to the elderly and working class people of Santee, SC. Having to wait a week for resolution is totally unacceptable! Frontier having taken over this market (monopoly) it is yet to provide consistent service. Hire more technicians and see to it that 911 is ALWAYS accessible!
Frontier will need to credit the consumers account and have the SOS review other options for phone service in Santee, SC!
Frontier has investigated the above statements and offers the following response:
Frontier records reflect 2 trouble tickets reported on Ms.’s account in the past 12 months as follows:
07/10/19 ticket #*** for no dial tone, bad storm yesterday. 07/19/19 a technician was dispatched who found a short in the cable pair, made repairs and verified that the service was working.
12/06/19 ticket #*** for no dial tone. 12/09/19 a technician was dispatched who found a bad section of cable, made repairs, verified that the service was working and notified the Local Manager.
The Local Manager has contacted the Construction Manager to advise of the repair needed. The Construction Manager will have his team follow up on this next week to determine what is needed to make permanent repair to the cable.
We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I have opted out of their company from the start. N they keep sending me bills. The last two calls it was supposed to be zeroed out and the bill just keeps changing. It’s supposed to be zeroed out. The last call I have on record is ***. I spoke to Joyce on this call.
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 requested to disconnect her Internet service but is still receiving bills.
Ms. also states she was promised the account would be credited.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and has issued credit for $43.01.
The balance remains of $9.99 which is the Broadband Processing fee.
Frontier advises that the Broadband Processing fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.
Frontier communicated the above message via voice mail and email and included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
We moved into this house 6+ years ago, and we’re told when we signed up with Frontier for Internet service, we’d get download speed of 6 MPS. For the last six years we’ve consistently gotten under 1 MPS download speed. That would be 98% of the time. In the last 6 months we’ve had it pop over 2 MPS maybe a half dozen times.
Yesterday I called Frontier and asked if there was a plan we could pay more for to get higher download speeds. He said for 20$ more we’d get 18 MPS and I happily said to do it. I was told that it took a few hours for it to ramp up, but would be up to speed that evening.
Right now we’re getting .63 MPS. It seems to have gone down instead of up.
When we originally signed on and we were getting under 1 consistently, I went to the local office to complain, and the manager told me they never get 6 and he wished they’re stop telling people that. He reduced our rate a few dollars per month, and after 2 or 3 months he said he couldn’t do it anymore. How does this company continue to get away with this.
Customer currently bills $54.99/Vantage Internet plus taxes monthly. He previously billed $44.99/Simply Broadband Max plus taxes monthly.
The current balance on Mr.’s account is $71.80 due on December 31, 2019.
Repair Ticket #*** was created on December 6, 2019 and closed on December 9, 2019. Per the repair ticket, a technician was sent out to service Internet. The technician advised he completed a full install and the internet service was synced at the modem.
An agent tried reaching out to Mr. to verify/confirm if any other assistance was needed and was unsuccessful.
If Mr. still has billing concerns, a Frontier agent can be reached at the number listed below.
Frontier apologizes for any inconvenience Mr. has experienced with our service. We trust that this information will assist the Commission in closing this complaint.
Sincerely,
Shabrenia W
Really, they deserve zero stars. We live in a remote area and have no other option for internet service. Frontier Communications is a joke. I'm talking years and years of service, replaced modems, tech visits, phone calls (often after being on hold for close to an hour), chats and pretty much pleading for someone to fix our connectivity issues, it just keeps getting worse. One upon a time we could connect anywhere in our house, in the driveway and by our pool. We've had numerous visits just in the last two months, including a new modem. We still, can't connect wirelessly unless we are within six feet of the modem, and can't stream *** on our TV consistently and without interruptions (we've moved the modem within ten feet of the TV). We have constant disconnects on the wired computer as well. I've paid many many years for terrible service. I set a new date for service often three weeks out and am told to be there at a certain time and I get a text a day or two before that someone has been to check things and all is working now. No, it's not!! I am not computer savvy but clearly there is a frequency issue with the wireless connection. It would seem at this point this company owes me thousands of dollars for the YEARS of inadequate internet service that I HAVE NOT BEEN GETTING!! Why do they just get to keep charging me when the issue never gets resolved? Worse internet ever! Every form of communication with this company takes me in circles. Don't charge people for service they are not getting, it's just wrong.
Frontier communications has self-admitted during a customer service phone call that they have had technical issues with their auto-pay. These issues have caused my bills to be late twice, and I have been charged late fees both times. Frontier refuses to refund those late fees that were caused due to their technical issues.
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 was billed late fee’s due to Frontier auto pay system issue. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued an adjustment. The adjustment request has been approved and will be posted immediately to the account.
Frontier advised Mr. of the above information.
Frontier 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.
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 would like to file a complaint on the quality of care from Frontier. This is an on-going issue with the company in terms of
1. Having a router sent out to me, and never receiving this. This is twice now
2. I had an order number for a technician to come inspect and update wires in my home for 12/06/19 from 8am-12pm. I have been waiting for a technician for 4 hours, ONLY to call in and check why there is no technician, and I was told my ticket was cancelled. There is no way the agent I talked to was able to verify why the service ticket was cancelled or who authorized this.
3. I took time off work and wasted 4 hours in which I won’t be compensated for. I am incredibly upset and would like to talk to someone who can do something to make this right. Instead, all that can be done at the moment is a rescheduled ticket with a window of a 4 hours wait again on a different day. I am FURIOUS.
4. I spoke to three agents at this point, and it is almost 2pm. I have spent almost 6 hours between waiting and talking to agents at Frontier to have this resolved, and it still isn’t. There does not seem to be a resolution possible at the moment and no one seems to know what is going on.
5. Apparently the last agent I spoke to said that an Engineer cancelled my appt. because *** felt that it wasn’t necessary since I am already receiving service…when the appt. was to check wires. I didn’t know the engineering had super powers to see an update was not needed without having to come out to look.
Thank you for referring the complaint of ***
*** to our office for review. We
appreciate her bringing this matter to our attention. In the complaint Ms. expressed concern
regarding an ongoing issue regarding Frontier failing to deliver a router,
missed dispatch appointments and the cancellation of her appointment.Our records indicate Ms. had multiple
complaints with Social Media and Executive Customer Relations. Based on review of the account, the
customer’s appointment was canceled only because the problem was
identified. Once the problem was
identified, it was determined a dispatch was no longer required. The line was previously provisioned and could
cater to the 500 Mbps speed. The technician
rebuilt the Gateway Router (GWR) and manually changed the profile with the
upgraded speed of 500/500. The service
was up and running and no additional trouble has been reported.We sincerely apologize for the difficulty Ms.
*** experienced as a result of the above matter. Should Ms. wish to discuss this matter
further, I can be reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
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 husband was initially told when he called to set up internet that he could get 10 gb of internet speed. However, when the installer came to install the equipment he told my husband because of our location we could only get 3 gb of speed. So my husband said he didn't want to install and would go with a different provider. The installer cancelled all charges (so he said), didn't install equipment and said we were good to go. We have never used the internet, or installed the internet. However, about a month later we got a bill in the mail saying we owed $159.00, even though nothing was used, or installed. So, I have called Frontier Communications 3 different times and all three times was told the situation was resolved. The last person I spoke to was a manager named Vanessa ID : *** who created a case # 1-S-***. She said she had resolved the issue and would call me to confirm. Neither of which happened. The last person I spoke to a week ago said she had submitted something to their credit department to fix it but I am afraid they are going to try and send us to collections even though this shouldn't even be a bill or charge made to us.
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. initially placed order for 12/1M service but the Frontier Field Technician determined the customers home was too far to qualify for the speed ordered.
•Mrs. states that the service was cancelled before our Field Technician completed the installation.
•Mrs. is requesting that Frontier adjust all fees on the account.
Frontier has investigated the above statements and offers the following response:
•Frontier records confirm the Frontier Field Technician’s determination that the customer home did not qualify for the higher speed due to the distance the home was from our Central Office.
•Frontier records reflect the Frontier Field Technician worked with a gentleman in the home, identified as the customers father, that agreed to complete the installation at the lowered speed.
•Frontier reviewed contact history on 9/25/19 in which Mr. confirmed service was working for a few hours, but the speed was unacceptable for their needs. The Frontier Representative offered to disconnect the service and there was to be no charges.
•Frontier has agreed to honor this offer and has adjusted the account to $0.00. Mr. may receive one final bill reflecting this balance.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. and Mrs..
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 had continuous interruptions in internet service over the last several weeks. I or a family have called on numerous occasions. Frontier support will have us troubleshoot over the phone for an hour or so and say it is fixed only for it to go out 30 minutes later. My security notifies me of my outages and it is often. They sent me a new modem this week even though I had a new backup that with their assistance we set up and it did fix anything either. The Rep so much as said its not the modem but I'm sending you a new one anyway. I then requested a service tech to my location. The appointment was for 12/04/2019 1-pm. I was told I had to be on the premises. I was. No tech came to my door or called me. I contacted them that night and was told that the tech fixed it from outside the home. I then asked why my internet is still not working. They offered to send me another modem even though I had just received a new modem that day and spent 1.5 hours on the phone setting it up. I asked why the tech did not call me and come in my house to see if my internet was actually working. They then went back to saying the tech had fixed it from outside the home. He did not obviously because I still do not have internet. The Rep (on 12/04/2019 5:27 pm CST 1 HOUR 21 MINUTES) was very rude to me almost the entire conversation, speaking over me, not allowing me to explain. I felt I was being talk down to and wasting her time. Not until I asked if this conversation was being recorded and that I would be filing a Revdex.com complaint did her tone change and then and only then did she offer to send out another tech. This will make 8 hours of work missed. 2 months of internet outages I have paid for and countless hours on the phone). I still have no internet service. I would my internet service first and foremost and credit for lost internet service. Mostly Internet service.
Thank you.
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 had service issues with Frontier internet.
Frontier has investigated the above statements and offers the following response:
· Frontier spoke to Mr. on December 10, 2019. Frontier confirmed internet is working.
· Frontier has issued a credit for time out of service reported. The adjustment has been approved and will be posted immediately to the account.
· Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
· Frontier has scheduled a follow up and 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.
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.
Frontier has been in contact with me. They have been very courteous. I am still having internet issues with intermittent speeds as low as .25mbps. They have been unable to resolve this issue so far. The Tech is scheduled to call me back this Sunday, which is after the deadline to accept or refuse their Revdex.com response. This forces me to refuse their response. I was also only given 5 days credit which is not even worth it. I care more about getting constant internet speeds than anything. That is what I am paying for.
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 had several services issues in 2018 and would like time out of service credits.
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 our records indicate the appropriate out of service credits have been issued.
· Frontier reviewed the September 19, 2018 bill date with a $50.00 out of service adjustment and the October 19, 2018 bill date had a total out of service credit of $164.97. The credits provided satisfied the archived trouble tickets reported. No additional out of service credits are warranted at this time.
· Frontier advises that service outages can be due to many factors. Some outages affect multiple locations and others are related to individual locations or services. Frontier must be advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service.
· Frontier confirmed Mr. services are provisioned correctly.
· Frontier 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.