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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I have had a package deal with Frontier Communications for years. I recently moved my phone service over to another carrier and wanted to retain my internet and television services. About two weeks ago a switch was flipped and lost all services. I immediately called Frontier and was told a service rep would need to be sent out. The first available day was about a week out so I scheduled. After the date came and went I called to ask what was going on and a rep said they didn’t know and would expedite my order through a supervisor. Four more days passed and I called again asking what was going on and today I found out that nobody was to touch my order unless they were the order writer at risk of being fired. All I know is my internet, television and business phone have been down for approximately two weeks and the monopoly that Frontier has over my neighborhood is keeping me from connecting my business to the outside world!
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 all his services were disconnected in error. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued an order to reconnect the services requested.
Frontier spoke to Mr. on December 12, 2019 and he confirmed issues has been resolved.
Frontier has scheduled a courtesy follow up.
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.
My ISP, Frontier Communications, is charging me a $10 per month rental fee for a router I do not use or want. they will not allow me to send it back. They are forcing me to keep and rent an item I do not want. I was told at the beginning of this service I could use my own router and get this charge taken off but this is apparently not the case. I feel it is wrong and maybe illegal for them to force me to rent an item I don’t need or use.
Frontier has investigated 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 9, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** G *** 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 router charges will still apply. They are forcing me to rent a piece of equipment I do not want or use. This is not right and seems like it could be illegal. I was advertised 29.99, and am paying more than that because of this rental. I do not consider this a "fee" as it is charging for equipment. My own router works better with the Frontier service, as any router nicer than the provided will because the internet is the internet is the internet no matter who provides it.
Regards
Frontier has investigated 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 9, 2019 and advised of the above.
· Frontier’s position on this matter has not changed.
We pay for DSL from frontier and over the last three years we have 3 - 6 drops an hour. I have had techs out in the past plus called the service center. Calling the service center will take up an hour of your time and they will tell you it's because of high volume in your area. The drops had been about 30 seconds until the last three months, now they are 5 min. Techs have said it's aging infrastructure and if they put new cables in and changed the box that is 20 years old it would fix the issue. All of my neighbors have complained also going to the city of Lakeville to try and get this fixed but seems like since they are the only provider in the area they don't care about the customer.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Frontier records reflect the last trouble ticket for Internet trouble was dated July 16, 2019. A technician was dispatched on July 17, 2019 and repaired a bad cable pair. Service was verified as working with Mr. prior to the technician leaving the premises.
Frontier Technical Support Specialist has left messages with direct contact information to assist Mr. with his internet issues but has yet to receive a call back.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr. Wittman’s area at this time.
Frontier apologizes to Mr. for his customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I terminated internet service with Frontier on Aug. 16, 2019. I was billed via auto pay on my credit card in the amount of $41.98 for the month of September 2019 (in which I had no service). My credit card company reversed the charges upon investigation. Since then I have receive no mail/notifications of owing anything. Today, 12/6/2019, I received in the mail a letter from a collections company that I owe said amount. I have 30 days to dispute, in which I intend to do. I also spend over 2 hours on a chat session with Frontier in which I was tossed around, but have saved the response that I owe nothing because I also had a credit. My balance wasn't changed, and I was then transferred to the "collections" dept, who then said they could not help but would have to chat with the "billing" dept, which then ended with a phone number to call tomorrow. This company lies, steals and cheats customers daily.
Thank you for referring the complaint of ***
*** to our office for review. We appreciate you
bringing this matter to our attention.According to the complaint:Ms. advised she.
terminated internet service with Frontier on Aug. 16, 2019. She states she
was billed via auto pay on her credit card in the amount of $41.98 and her
credit card company reversed the charges upon investigation. She states as of
December 6, 2019 she received notification from collections with a balance
owed of $41.98. Frontier has investigated the above statements and
offers the following response:Records indicate the
customer bill date July 22, 2019, generated with balance of $41.98 for service
from July 22, 2019 – August 21, 2019. The notice on the bill stated, “DO
NOT PAY-YOUR ACCOUNT WILL BE PAID BY CREDIT CARD ON 8/15/19 $41.98”.On August 15, 2019 the
credit card payment posted for $41.98. On August 16, 2019
the account was disconnected. The closing bill
generated August 22, 2019 with a Previous Balance $41.98. Payments
Received Thru 8/15/19 -$41.98, New charges 00.00 and Balance 00.00.On September 27, 2019 the credit card payment of $41.98 was reversed and debited to the Frontier account. The debit posted to the October 22, 2019 final bill and updated the final balance to $41.98.As of November 22, 2019, the balance remained outstanding and was referred to an outside collection agency. Frontier advises this balance is sustained. Frontier has attempted to reach Ms. but was unsuccessful. We provided direct contact information via voice messages should he have additional questions or concerns. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience the customer has experienced as a result of the above matter.Sandra P. Frontier Communications
I cancelled with Frontier Communications (phone/internet) at end of August. I had a credit refund of $146.86 at that time which to this day December 5th, has still not been refunded.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· *** canceled with Frontier at the end of August and is wanting the credit on account to be sent back as a refund.
Frontier has investigated the above statements and offers the following response:
· Frontier end of billing cycle takes up to three statements after cancelation to guarantee all credits have been placed and equipment returned before a credit refund can be completed.
· ***’s account was canceled on 8/27/19 and the refund was processed on 11/26/19. Disconnect refund of $146.86 submitted for approval. Estimated delivery of refund is 14-21 days from this date
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.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· *** canceled with Frontier at the end of August and is wanting the credit on account to be sent back as a refund.
Frontier has investigated the above statements and offers the following response:
· Frontier end of billing cycle takes up to three statements after cancelation to guarantee all credits have been placed and equipment returned before a credit refund can be completed.
· ***’s account was canceled on 8/27/19 and the refund was processed on 11/26/19. Disconnect refund of $146.86 submitted for approval. Estimated delivery of refund is 14-21 days from this date
· Frontier has confirmed with wirecard that the refund was sent out on 12/9/19 via USPS.
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.
Regards,
***
Check finally arrived after four months. Avoid doing business with Frontier.
I ordered internet from Frontier communications on Sep 23rd after about 30 minutes I called to cancel and when I was checking their website I found my account still active that's why I called twice more to confirm that this order is cancelled. Last time I spoke to a manager in customer service called Britney her employment ID number is ***, she gave me that number as a confirmation that my order is cancelled and I got this phone call recorded. Then I find out that Frontier decided to start the service and even sent me equipment and I refused to recieve it from *** company so they returned the equipment to the company and I got the *** tracking number which is *** and they charged me $262.25 ( including equipment fees). I called many times trying to waive the bill. They all in the customer service ( agents and supervisors) agreed that it's my right not to pay the bill ( I recorded most of the phone calls and got their employment IDs) but each time they request a dispute, it is denied and they refuse to send me e-mail confirming my right. Now the bill is about to go to collection on Dec 23rd and I don't know what to do with company.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. is disputing charges for a cancelled order. Frontier has investigated the above statements and offers the following response:
Frontier advises a credit was applied for the billing that will appear on the next statement of December 27, 2019. If any collections notices appear they will be updated with the credit .
Frontier spoke with Ms. on December 6,2019 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
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 but what if they didn’t adjust the bill on Dec 27 because I’ve been calling them for 2 months and each customer care consultant I spoken with was giving me new promises that this issue will be resolved and they mention a specific date but nothing happened. I suggest if you don’t mind not to close this complaint till Dec 27th so I will be able to post a response if this issue resolved or not.
Regards
I ordered a router from Frontier in July 2019. Frontier sent the wrong equipment to me. I informed them that they sent the wrong equipment. They apologized and stated they would send me the correct equipment along with a return label and shipping box. Upon receipt of the second shipment, I discovered that they sent me the same incorrect equipment again...and no return label or box. I called them again to inform them of this and they stated that a technician would need to come to my home and that they would send me return labels / boxes. The technician came to my home and informed me of the equipment I would need. He stated he did not have it in his truck, but would get it from his depot and come back in a few days. That was August...and I never heard from him again (despite my calling Frontier on 2 occasions to ask him to return). The total value of both sets of equipment charged to me was $216 (on my Aug 1st and Sept 1st invoices). I requested Frontier to send me return labels and shipping boxes on 3 separate occasions immediately following the second shipment (August 2019). They could not figure out how to send me the return labels / boxes, so they suggested I bring the equipment to a local store (Bradenton, FL). I returned the equipment to that store in September 2019. As of Dec 5, 2019, I still have not received credit for the equipment charges. I've had to call them 5 separate times between the September return date and Dec 5th 2019 (the day of the last call with them). The representative is now telling me that the equipment that was shipped to me was shipped to me by their "International" division and that I will have to travel back to the Bradenton store, stand next to the representative, have them call the Frontier service center at , and verbally prove to them that the equipment was returned. This is all ridiculous - I'm just getting the run-around and it's exhausting.
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 equipment credited back on the account. Frontier has investigated the above statements and offers the following response:
Frontier records show that the equipment was returned to one of our retail stores.
Frontier has credited $216 that will be applied on the next billing cycle for the devices Mr. was sent and charged for.
Frontier spoke with Mr. on 12/6/19 and advised of above.
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.
Regards
I’m paying for a service that’s not being provided. I’ve been paying for internet services (up to 6mbps) and receive less than 1 on a regular bases. I’ve tried everything to get them to provide better service. My internet through them was better 3 years ago and they refuse to investigate why. I’m expected to keep paying for services they are not providing. The company gives me the run around and does nothing to help me. I’ve contacted them multiple times this year and last few years with no help.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** states I’m paying for a service that’s not being provided. I’ve been paying for internet services (up to 6mbps) and receive less than 1 on a regular basis. I’ve tried everything to get them to provide better service. My internet through them was better 3 years ago and they refuse to investigate why. I’m expected to keep paying for services they are not providing. The company gives me the run around and does nothing to help me. I’ve contacted them multiple times this year and last few years with no help. Frontier has investigated the above statements and offers the following response:
Frontier opened a trouble ticket on 12/09/19 for the internet issue. Frontier was dispatching a technician to the location on 12/16/19. Ms. cancelled the trouble ticket per text message stating the service was fixed. Frontier has issued a credit for the time out of service from 12/05/19 – 12/16/19 in the amount of $15.96. Ms. will see the credit on the next billing cycle. 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.
Frontier Specialist: Brenda B Department: Consumer Relations
After service was installed, internet did not work. Upon calling to have the issue fixed, a second technician came to fix the problem, a month later. After multiple calls to have the bill adjusted for no service, no resolution has ever been reached. Frontier is charging me a tech f* when there was no mention of a f* ever made.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he had a service outage and he has still not received a credit to his account. He also states that he was billed for a technician f* that he was not made aware of.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. reported no Internet on October 23, 2019. Frontier advised Mr. at that time he needed to be home to trouble shoot the problem.
· Frontier advises that a trouble ticket was issued in the system for Internet issues on October 23, 2019. Frontier dispatched a technician on October 25, 2019 and repaired the drop and added a nid splitter.
· Frontier issued a credit of $24.57 for the outage. A credit of $75.00 was also issued for a technician installation charge that Mr. was never advised of.
· Frontier issued a credit of $9.77 for a late charge and $9.99 credit for a shipping fee that the customer also was not made aware of.
· Frontier called Mr. today and left a message with all of the information and our contact information if he needs anything further.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Tami L Department: Customer Relations
I transferred my bundled phone,internet and tv from the account number in May of this past year, 2019. It was installed on May 10th. I even moved the Hopper from the previous account to my present account number because I have 2 televisions and not one like I had at the previous address. The address I moved my service or transferred my service from was *** 25550 to ***. Anyway, continued to receive bills from the account after I paid the last bill to that address of , I think, $342. July 2nd I called Frontier that I had received a bill for $500 from case #***. They said that they would fix the problem. I August 19th I called Frontier and Dish about the previous account. They said that they would fix it. The new charges were $765.89 and they said they would close the account. September bill was for $1170.87. I ignored it.October rolls around and I received a bill that zeroed out the account and then moved the $1170.87 to the account. Mind you I have been paying religiously the bills I received for the *** account each month. I called Frontier and I was told that it was my fault because I did not say to terminate the account. I had transferred the bundled service because I was told in May that if I cancelled the account I would not be able to start another account for 60 days so I transferred the account. There has absolutely no data used at the account since May 10th and have been charged. I do not feel that I owe anything.
The Complaint states that:
Ms. advises that she is disputing the charges on her Frontier statement.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that the charges in dispute belong to DISH Network, not Frontier. Although Ms.’s bill includes DISH Network services as a result of a bundle of services, billing questions are addressed by DISH directly.
· Frontier advises that we spoke to Ms. on December 13, 2019 to advise of the above.
Nov 25, 2019 Frontier upgraded my contract for another yearly contract. The contract was to include ALL my current services up until now with an increase of Internet speed to 500/500 at a cost of $119.97 plus taxes and fees to an estimated $147.37/mo. for the next year. In Nov 2020 the price would increase $20 for the next contract year unless I renegotiated. This was per Deborah on 11/22/2019 phone call. The new internet increase would need new hardware which a technician was scheduled to install on 11/25/2019, confirmation #***. The technician came at 9:00 am and installed a new ethernet line from the ONT to my office wall inside wall and connected a CAT5 cable to router WAN connection.
The internet seemed to work fine when the technician was here to the desired 500/500 speed. The TV channels seemed to work fine with the premium channels, but the *** did not work with an error message that I wasn't subscribed.
I called Frontier on 11/26/2019 at 7:40 am and spoke with technician Hernan and explained the issue. I also had an issue with DHCP not issuing IP addresses to client machines and devices. Ticket #*** was created. I was cut-off at 8:20 am due to Hernan troubleshooting and resetting router. In the meantime my Cisco Catalyst 2960G switch stopped working and would not work again. I called again at 8:47 am and spoke with Curt and explained that there was a Frontier Router issue and felt it needed to be replaced. He said he would send me another one and put me on hold. After a short hold he came back to me and said he couldn't send me a router and someone from technical support would get back to me within 24 hours to resolve the issue. I went out on Thanksgiving Day to Best Buy to purchase another switch to have connectivity with my computer and devices. No one called me back over the next couple of days, so I called again on 12/1/2019 and spoke to tech support again. I can't recall the technician’s name because I was so frustrated at this point, but he managed to fix the *** issue, but I still had DHCP issues.
Today 12/5/2019 I received a call from Frontier technical support to check on the issue with ***. I told him that *** was resolved and he could close the ticket. But the DHCP issue was still an issue. He also told me I had *** that wasn't provisioned for me and that I had to purchase it, so he disconnected it immediately. I said that I have had *** with my ***/***/*** package for the past year and that was part of the agreement that I get the same service with the new contract. Also, in the past couple of days I have been seeing error messages that my TV can't connect to the internet and can watch TV but will not have certain features as before. And while watching a couple of *** movies the screen froze and resulted in poor picture quality at times.
I am still very frustrated and unhappy with Frontier support and want this resolved immediately.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** reports that he signed up for a new yearly contract with an upgrade to internet speed. *** is missing from the service and needed a new modem for the internet. Frontier has investigated the above statements and offers the following response:
Frontier advises that *** was added back to Mr.’s account on 12/9/19. Frontier advises that Mr. will receive a new modem on 12/10/19 Frontier did advise Mr. of the MRC of $120.98 + taxes, fee and surcharges. Frontier spoke with Mr. on 12/09/19 and provided the above information. 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.
Frontier Specialist: Brenda B Department: Consumer Relations
hi I ask frontier communications back in august I ask frontier to turn my internet off and I called frontier time after time frontier keep billing me for internet that I don't have billing me from august to December 2019 of $146.32 the bill should only be for august 2019 acc # ***-4
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 account being disconnected Frontier has investigated the above statements and offers the following response:
Frontier records indicate that Mr. did call in a few times in August of 2019.
Frontier found that Mr. was taking with Frontier tech-support due to internet issues he was having. On 8/11/19 Mr. called in because the internet was not connecting and, Frontier rest the router and helped Mr. get connected to the internet that day.
On 9/24/19 Frontier records indicate that Mr. spoke with customer service and asked why the account had not been disconnected.
Frontier as a courtesy has credited $98.28 which will be applied on the next billing cycle.
Frontier has attempted to call Mr. multiple times via phone however, was unsuccessful in reaching him.
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.
I upgraded my internet a few weeks and was told by the customer rep that
their was a $75 installation fee. I told her that I didn't think that was fair since I had been paying the same
upgraded price for a much slower service for years. She said she would check with her supervisor to see if the fee
could be waived. She then informed me that it would be waived and gave me her number and extension to call after
installation so she could take off the fee. I tried calling and leaving messages numerous times with no response.
I called another rep and they said since there was no record of it they couldn't do anything. I even asked if she could
call the number I was given but they wouldn't and said I would have to keep trying to call.
Needless to say, I never received a response back from the rep, and was billed the $75 which I didn't pay originally
but later did after getting a disconnect letter.
This seems to be a common problem with Frontier where the customer is lied to by a rep. Not a good way to do business
and I will be looking for an alternative to Frontier.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. is disputing installation charges on his bill that were to be waived.
Frontier has investigated the above statements and offers the following response:
Frontier applied a credit adjustment to Mr. account for the charges associated with the Internet speed upgrade.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier provided the above information via phone message on December 5, 2019 and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter
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
Tried moving my internet service from my apartment to a new home. Was told by Frontier to cancel apartment service and create new account at our new home (which Frontier has since said was bad information). Told them I work out of my home and needed service asap. Took 5 days to get first install appointment, then another 8 days and numerous installer visits to get service connected at new home. Because of this delay, had to keep open my old apartment service, and because of the delays, time had passed into a new billing cycle. Have spent the next two and a half months trying to clear the additional month charges on the old service due to the delays. I've called upwards of 15 times, each time having to explain the entire process over to customer service representatives, then their supervisors, who would tell me they were submitting disputes to billing to clear the final bill, only to hear nothing from them, and having to call again and go through the process over again. I've never been able to discuss the issue with the same person, and have never received any calls back that were promised. The most recent call was on 11/20/19 and was assured the dispute was submitted and I would hear back within a week. Not only did I not hear back from them, but before the week was over, I'd received a letter from a collection agency. Just finished another 1.5 hour run around with Frontier customer service (three different agents), and was told that, despite my continued good faith efforts to resolve the issue with Frontier, the only avenue I had was to have the collection agency submit a dispute. I've been promised numerous times a call back from Frontier for updates and for their escalation team to go over my issues, but have NEVER received any calls back. I've waisted countless (upwards of 10+ hours) on the phone, and still have not received any satisfactory response from Frontier. I'm at the point of cancelling the service that took 2 weeks to install and move my service to their competitor!
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 a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Mr.’s account and determined that due to an order entry error, Mr.’s request to move his account to a different location was submitted as a new order instead of a move order.
Frontier advises that since Mr. had services installed at another location. Frontier has adjusted the charges at his previous location from the day service started at his new house to the end of the bill cycle.
Frontier spoke to Mr. on December 6, 2019 and sent him an email with the above 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 bought a tv for my outdoor deck. I call frontier and the rep suggested a wireless set up for on the deck. He said it was a small box that can just connect to the hd port. When I got the package it was for the whole house not just for the deck. I thought it would be good but its been anything but. I had to call several time because I was not able to set it all up myself. They send a rep out and he helped but my internet speed dropped so had to call again. They adjusted it back to what it should be. Then the box went bad. So I had to put another box up. It worked 1x. Now it's bad also... and my internet speed is slow again. I cannot spend more time on this.
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 connectivity issues and speed issues with a wireless Set top Box and his Internet. Frontier has investigated the above statements and offers the following response:
Frontier advises that a technician was dispatched to Mr.’s house on December 12, 2019 and Mr.’s router was moved to a different location in the house. The technician was able to connect the Set top box wirelessly and left it working.
Frontier has provided an adjustment for the Set top box on Mr. ‘s account.
Frontier spoke to Mr. on December 12, 2019 and confirmed that service was working.
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.
My service was abruptly interrupted on November 12th. I immediately logged into the Frontier app and noticed I was a few days late on paying my bill. It seemed odd that they would disconnect service so quickly but I went ahead and paid the amount due. When service was not restored within 24 hours, I called and spoke to a representative. The person I spoke to said the order was in and it should be back on soon. I called once again hours later when it still wasn’t on and someone else told me that my account was closed due to a balance that was in collections from 2016. This was a different account but same address according to the representative. How can you possibly close someone’s account without warning for a separate account from almost 4 years ago? This account was a previous cable/internet account that I placed on a ‘vacation hold’. Apparently, there are zero notes in their system regarding the hold (shocking). A period of SIX MONTHS was billed to me without my knowledge as I was under the impression that my account was on hold. I also never received any bills during this time (bills had an incorrect address) nor did any representative call me. It seems absolutely absurd to me that if in fact my service was not on hold that Frontier would allow my services to continue for a period of 6 months without disconnecting. Not only that, if I did have a balance due, how would I be able to open a new account?! I have filed several disputes with Frontier and each time they are denied with no reasons. When I ask to speak with the department that makes the decisions on the disputes, I am told that nobody talks to that department. Every Supervisor I have spoken to has said they believe me and side with my argument and IF they could they would restore my services and throw out the alleged charges from 2016 - the calls are recorded so I’m sure that is verifiable. This service interruption came before the holiday and not only caused problems for me while entertaining my guests but has also hindered me running my businesses.
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 Frontier disconnected his current account and will not reconnect his account even after he made a payment because of an account that was in collections from 2016. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. had an account with *** that was transferred over to Frontier in 2016. There are no records indicating the account was supposed to be on vacation from Verizon. The balance from the *** account is valid and we are sustaining the charges
Frontier advises that for Mr. to have service reconnected again with Frontier a full payment is required.
Frontier spoke to Mr. on December 9, 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 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 refuses to take responsibility for THEIR errors and want to hold me responsible for something I do not owe. They do not have any explanation as to why my address is incorrect in their system. They do not have any explanation as to why they allowed the account to accrue 6 months worth of bills before disconnecting service. They do not have any explanation as to why I was able to easily open another account. They do not have any explanation as to why a representative told me my service would be turned back on after making my normal monthly payment. The only thing they continue to say over and over again is that there are no NOTES in their system. As a business owner myself, this is absolutely unacceptable and I am appalled at the lack of customer service being shown.
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 that Frontier disconnected his current account and will not reconnect his account even after he made a payment because of an account that was in collections from 2016. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. had an account with *** that was transferred over to Frontier in 2016. There are no records indicating the account was supposed to be on vacation from Verizon. The balance from the *** account is valid and we are sustaining the charges
Frontier advises that Mr.’s current account was disconnected due to the past due balance on the previous *** account and he also had a past due amount on his current account.
Frontier advises that for Mr. to have service reconnected again with Frontier a full payment is required on the account in collections.
Frontier spoke to Mr. on December 17, 2019 and advised of the above information.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I cancelled my service with an effective date November 7, 2019. When I cancelled I was told I my final bill will be prorated for the last month. Frontier charged me the full amount on November 4, 2019 for service November 4, 2019 - December 4, 2019. Then on November 27, 2019 they billed me again the full amount. They are refusing to refund me for the prorated amount and to refund me the amount they charged after I had cancelled. I would like to be refunded for the prorated month and the month I no longer had service.
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 he would like to be credited for the partial month in which he no longer had active service with Frontier. 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 partial month refunds or credits are not provided, Frontier has issued a prorated credit for the days in which the customer no longer had service, as a courtesy. Frontier advises that Mr. already paid the bill in full through automatic payments, so he will be getting a credit balance refund for the days that the service was not used. Frontier spoke with Mr. on December 6, 2019 and advised him of the above information. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Before choosing Frontier as my cable provider, I spoke with one of their customer service providers. I made sure I was able to use the previous router I had purchase from them and the $10 router fee would NOT be added to my account. The Frontier representative even assured me they added notes that the router fee would NOT be added and to let the installer know to keep the new router in their car. On installation day, the installer kept the new router and used the one I had previously purchased. Now the first bill has come out and the $10 fee is still on their. When I called, they could not find the notes the representative stated they added. When escalated to a managed, they said they would never say that. I am now paying $10 extra a month for something I don't have.
The great thing is they record all their calls. Based on that call, they need to keep their promise of taking OFF the $10 router fee. They reason I choose to go with them is because they assured me the $10 router fee would be removed. In not doing so, this is false advertisement and boarder line, stealing my money.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** reports that before choosing Frontier as my cable provider, I spoke with one of their customer service providers. I made sure I was able to use the previous router I had purchase from them and the $10 router fee would NOT be added to my account. Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Frontier advises that Mr. stated that the router he is using was from a previous account where he purchased the equipment. Frontier advises that Mr. had the ability to give Frontier the name of the prior account holder so that the equipment could be researched properly. Mr. declined to give the prior account holder’s name. Frontier did offer a 3-month difference in the pricing of the equipment for a misquote. The credit in the amount of 30.00 has been added to Mr. account. Mr. will see the credit on the next billing cycle. Frontier spoke with Mr. on December 06, 2019 and provided the above information. 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.
Frontier Specialist: Brenda B Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I feel that Frontier is just messing with me at this point. The router they sent me seemed to be used. And on top of that, based on the specs, it did not support the speed I purchased. I emailed frontier in regard to this issue but never received a response. I am paying for speeds 500/500 but the router they sent me only handle 100/100. Which means they decided the send me a router that will not support my speed, just so they can please their case with the Revdex.com. Now that's bad business practice.
I would like Revdex.com to do something other than just forward emails. Taking advantage of their customers is never good and all I wanted was the router fee to be taken off.
Regards
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** reports that before choosing Frontier as my cable provider, I spoke with one of their customer service providers. I made sure I was able to use the previous router I had purchase from them and the $10 router fee would NOT be added to my account. Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Frontier advises that Mr. received a router on 12/12/19 per UPS tracking. Frontier advises that Mr. received the Arris FIOS Router Exchange Kit NVG468MQ-EXCH. Frontier advises per the specifications for this router provides a MoCA 2.0 LAN interface to connect with Set-tops and other MoCA compatible devices at speeds up to 600Mbps. We trust that this inform
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** reports that before choosing Frontier as my cable provider, I spoke with one of their customer service providers. I made sure I was able to use the previous router I had purchase from them and the $10 router fee would NOT be added to my account. Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Frontier advises that Mr. received a router on 12/12/19 per UPS tracking. Frontier advises that Mr. received the Arris FIOS Router Exchange Kit NVG468MQ-EXCH. Frontier advises per the specifications for this router provides a MoCA 2.0 LAN interface to connect with Set-tops and other MoCA compatible devices at speeds up to 600Mbps. 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.
Frontier Specialist: Brenda B Department: Consumer Relations
We regret any inconvenience that *** may have experienced as a result of the above matter.
Signed up for Frontier Communications internet service as a brand new customer back in July of 2019. New customers were told they would receive a $100 gift card after the first 3 months of paid service. Disclaimer stated to mail in first two proofs of payment, however I signed up for electronic (auto) withdrawals. I also read that Frontier would send me directions on exactly what to do. Never received said directions. When I spoke with a service rep a few months back I was told I didn’t have to do anything and qualification for gift card had already been processed. I spoke to a different customer service rep today (12-4-19) and was told I should have received my gift card by now. The rep proceeded to give me an number to call and a website to contact. The phone number is an automated one with a voicemail option only and the website keeps routing me back to Frontier, and not the 3rd party “***.” At this point I feel that Frontier is using the $100 gift card as a ploy to get customers to choose their services. There seems to be some confusion with the terms since there are numerous other complaints from other customers regarding the same situation.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. ordered Frontier services online through a Frontier authorized sales agent (Red ***).
Frontier advises Mr. received instructions when purchasing the service through the online interaction.
Frontier advises the sales vendor requires the Frontier customer to submit a redemption form and submit copies of his first two statements paid in full.
Frontier advises *** has yet to receive the documentation required to fulfil the gift card.
Mr. can contact the authorized sales agent at *** or for general questions about the gift card redemption he can access information at https://internet.frontier.com/redemptions/
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.
I was a subscriber to Frontier for years. When I cancelled my account in November 2019 I specifically asked the representative what my balance would be and she replied "$9.99 for the month". I have not had the cable service for one a month and I received a bill in the mail for $126.94. When I called Frontier they said I was one day shy of my billing cycle and should have waited one day and then I wouldn't have a balance. How can I be charged for a service that was cancelled and I didn't have for an entire month? How can Frontier rob you like that. I was a faithful customer, never missed a bill, was never late and this is how I am repaid for my loyalty? This is outrageous that they can do that to the public!
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she was billed for a full month of service but wanted to end her service earlier. Ms. advises that she was informed by the Frontier agent that her balance after cancellation of services would be $9.99. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed and thus incurred charges through the end of her billing cycle. As stated in Frontier’s Terms of Service, termination of non-regulated services is effective the last day of the billing cycle.
Frontier advises that no partial month credits or refunds will be provided for previously billed service subscriptions.
Frontier advises that the customer’s ending balance includes the $9.99 broadband disconnect processing fee and charges for the final month of service.
Frontier spoke with Ms. on December 5, 2019 and advised her of the above 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.