Frontier Communications

After *** sold its residential services in our community (in Tampa, FL) to Frontier Communications we have been experiencing a number of issues. It all started with billing and it progressed to unreliable service, including Cable TV, Internet, and phone. Random outages, Internet speeds to less than half of what we had subscribed for (75/75 vs less than 30/30), and completely unreliable/unavailable international phone service (which was a customized block of minutes per month for calls to/from Greece). Among other things, the billing issues was attributed to the transition period during the transfer of services.
To the best of my recollection, in the last 6 months (prior to terminating our services) we had constant pixelation both on live TV and recorded DVR programs. Frequent interruption of service, including system rebooting for no rhyme or reason. Numerous attempts were made to resolve such issues, including talking with tech support (which is typically a 1-hour call), remote rebooting of services via phone calls and even a no-show on a scheduled appointment with a Frontier technician. The reason for the no-show was attributed to some vehicle issue; nobody called to advise us and we were stuck home waiting for this person for several hours until we called to follow-up and were told it would require rescheduling. Setting up such an appointment is not easy for working people. Attempts to have a tech troubleshoot outside the house during a homeowner’s absence are always brushed-off when calling and speaking with tech support.
In the mean time, prices have skyrocketed to about $289/month for the combined subscriptions. This is when I advised customer “service” that I don’t plan to pay for services I have not received and to offset for all interruptions within the last 6 months they need to issue appropriate credit and restore the services promptly. If not I would terminate my subscriptions because enough is enough. I requested a full month’s credit. Customer service said that we need to set up a new appointment for a house visit and once all issues are resolved then I should call back to discuss payment and associated credit – no problem.
To keep the story short, a tech was not available to visit us until a week later so we went through a possible hurricane Florida landfall literally without services for a full week and the only means to check the weather was via our cellphones (both through a different carrier). To add insult to the injury the new tech failed to show up for this 2nd appointment within the allocated 5-hour block of time and I was given the same excuse as before (= vehicle broke down). I demanded to have someone else dispatched the very same afternoon.
A different tech was “somehow” found nearby and he showed up later that day. After replacing the “main” box outside our home he seemed to have resolved most of our issues! In fact he was surprised why this was not done sooner based on the type of problems we had been reporting. Almost immediately I called customer service to discuss my bill as they had requested. I was bounced around to various agents: tech support, CSR, billing etc, including long holds and even disconnection of calls. After spending several hours on this endeavor, I asked to have services terminated immediately. Eventually I was directed to and spoke with a lady from the ‘customer retention’ department, explaining the entire saga, all technical issues and my desire to terminate immediately, unless Frontier provided appropriate credit. Due to limitations placed by her system, Mrs P and I agreed that a month’s credit was warranted, however, it would be given “incrementally” over 3 billing periods; I had no problem with such resolution provided it would be honored. I pointed out that last bill’s due date was yesterday and that I was reaching out to conclude this matter as directed, AFTER resolving the ongoing technical issues. I immediately wrote a check on the agreed upon amount of $289.47 for that monthly bill, which included the first 1/3 of partial-credit she provided (pending the residual 2/3 credit over the remaining 2 billing cycles).
I thought that we had finally moved on the right direction and I asked Mrs. P to take ownership of my case so I won’t have to jump through the same hoops upon receiving (an inflated) next month’s bill, perhaps with inclusion of late fees. I requested her direct phone line and extension numbers and I received a pledge that she will follow-up with me next month (a much easier way to get in touch since I am just a direct phone call away and I carry my cellphone virtually everywhere). There was never a hint about cutting-off my services. All of these occured on 10/16/2019. Little did I know, but I subsequently received a delinquent bill “notification” in addition to my regular bill (that included this now-disputed amount of pledged credit plus a late fee). It had a past due date of 10/29/2109.
With enough time remaining before my next billing due date I attempted to call Mrs P to discuss how much should I write this month’s check for and proceed to mail it in early (towards this 2nd billing cycle). Surprisingly her number was disconnected, her extension was invalid () and the random CSR at the main number () that answered my call (it was on a Friday, at or around 11/08/2019) told me that no such person existed, and the only thing she could see it was that I was delinquent on my bill, notwithstanding that a payment had been received with the total amount reduced by a credit applied to it. It’s like I had never made contact with a “known” entity, although the system reflected that payment had been received minus a documented credit. The CSR on the other end of the line had access to no other info on her screen. I told her I will terminate the call and try again on Monday.
I thought to myself, let’s allow the interim weekend to pass, in hope that Mrs P would call me on Monday to follow up with me, knowing that her phone line had been disconnected. Since no call was received I tried to inquire again to see if any updates had been posted within Frontier’s system, and attempted to find out how to get in touch with this “elusive” representative who had tried to help me out. I was given another run around, transferred from one person to the next, no callback from a CSR after specifically asking for my callback number and then putting me on-hold to check something out and then releasing the call, no notes of pending resolution on my account even after an immediate interaction with someone, and I was still shown as delinquent on my bill although I was paying as directed. As a result of this vicious cycle I asked once more to have my services terminated immediately and somehow I was transferred to the SAME customer retention department in WA state and by a stroke of luck I spoke to a new agent, Mrs Val, who was sitting across Mrs P, and indicated they knew each other for years. I was able to ask if she could have P call me back. Mrs V, put me on-hold and after she returned she said she would now be the one taking “ownership” of my case. This single call also lasted ~1 hour.
The explanation I was given is that Mrs P had made entries into her system BUT since the call occurred one day AFTER my bill was due her resolution notes were NOT retained in the system ? and this is why no one else could see or verifiy that we even had such a conversation with each other, although they could see that a credit somehow had been applied. No problem though, Mrs Val was going to take care of everything since Mrs P had corroborated our conversations and resolution agreement in their entirety and she was now “cued-in”. Again, I felt relief, but I was also puzzled of the convoluted system that Frontier has in place, which seemed unfriendly towards customers and employees alike. Not even one time I was told that the apparent “delinquent” amount in dispute was going to result in suspension of my services; in fact it was the other way around. I was talking to someone who had taken ownership of my case, who was working within the constraints of her system to resolve my issues and provide the originally pledged incremental credit, along with the elimination of any system-generated (yet unwarranted) late fees. For second time I wrote a check as directed, in amount of $379.75, and I mailed it on the same day, and from my vantage point of view I was again rendering payment in a timely manner (just like I was asked to do the first time around – following CSR instructions to withhold payment until all services had been restored).
I mentioned to Mrs V that we still had some minor issues with our cable reception but I would work towards resolving them, possibly by requesting a replacement DVR box, everything else been equal. We set up a future follow up call, so Mrs V could get in touch with me well before next month’s billing due date so I could write a check in the exact FINAL amount (to include the LAST third of the agreed-upon credit). She marked her calendar and I was assured that everything will be taken care of, notwithstanding the time-consuming process. I thanked her for all the help she had provided with a hope of having everything settled on next month’s bill. She even offered to have my bill reduced by about $60/month since I was paying too much but to keep things simple we agreed to have this done AFTER rendering (and receiving) payment on next month’s final billing cycle.
The following day, 11/15/2019, our services were abruptly disconnected. Thinking this might be another widespread outage I attempted to verify it with tech support just to be told that my services had been disconnected because I was delinquent with payment! I tried to explain that we had just taken care of this perceived issue and that I was NOT delinquent. This is AFTER I sent payment as we had agreed for a 2nd consecutive month (starting with Mrs P’s pledge, who couldn’t provide a full credit in one shot, but we had agreed to eliminate the disputed balance over 3 billing cycles, and that it should have been documented under my account’s notes), therefore I should NOT be penalized. What I was not aware of is that “customer retention department’s” agents, the ones who had taken ownership of my case, were not allowed to override/readjust billing due to some restrictions within their system, therefore this billing fluke was alive and their “accommodations” ended up being lip-service since they disconnected us. In other words, I was thinking I am paying everything on-time and as agreed but Frontier’s system designated me as delinquent, with a complete disassociation between departments, a lack of prompt internal communications, and depending of the CSR “du jour” an inability to access “posted” notes all in one place.
The only way to restore services at this juncture was by paying what was shown as delinquent over the phone (which was under dispute) although a credit would also subsequently been issued based on their own notes that could not be viewed by CSRs accessing my account. Of course I am not allowed to record conversations (but they are) AND I have no means to confirm that resolution notes are being posted in real time (as we discuss in real time). Instead of putting a hold on the so-designated “delinquent” amount, in light of having an expected documented credit in their notes, that would result in “zero balance”, Frontier makes customers “over-pay” (= the “disputed” amount) and then issues a credit at an unspecified future billing cycle! This is so wrong and the company has such a terrible setup in place. On that day alone, I spent 5+ hours on the phone trying to explain over and over what had been agreed upon as of yet, the fact that I had already sent payments, with credits owed to me. I was transferred, hung-up, transferred again from CSR to billing, etc. I then decided I was done with Frontier and requested to get instructions on how to return their equipment; I was given a termination reference # ***. Even upon receipt of payment reconnection can take a while to occur.
I asked the CSR, Mr Philip, to have a supervisor listen and preserve the calls I have been having with Frontier to confirm everything that had transpired and the fact that Fronier is not acting in good faith. This gentleman initiated a ticket to terminate services upon my request and was setting up the mailing of pre-paid boxes for returning of existing equipment (and it was going to take a few days before they arrived). The call was terminated with an automated message “of having exceeded the maximum allotted time for a call”; no wonder after spending 5+ cumulative hours on the phone in one day. No callback was ever received, notwithstanding that he had my number and agreed to call me back if we got disconnected . There are way too many negative experiences after interacting with various employees and a “pattern” of incompetence has emerged. I am not sure if it’s due to a lack of training or existing corporate culture, a lack of resources, or a combination thereof. I packed and returned all equipment via UPS on 11/20/2019.
On the same day Mrs Val called me (although one day prior to what we had originally agreed), to inquire about how is everything going and to discuss the closing of my case, the pending dispute and to discuss re-pricing of my services. When I told her that Frontier had disconnected my services the day following our last conversation, contrary to our agreement and understanding, and after having sent payment in the amount she had specified, she was surprised, she proceeded to apologize a number of times and said how sorry she was. As much as I’d like to grant her the benefit of the doubt, I also find it hard to believe that she didn’t know of what had transpired by logging into the system.
I explained that I immediately switched service providers, returning equipment as soon as I received the pre-paid boxes, expressed displeasure for how I had been treated, the complete lack of good tech support and consistent customer service, the “pattern” of giving customers the run-around with dishonest statements made by some, the culture of frustrating customers, the time-consuming interaction during each “service” encounter, the lack of overriding authority for people like her (working as “customer retention” agents), my expectation not see another bill since I terminated services before next cycle’s cut-off date and considering all credits versus payments made that the disputed amount should be a zero-balance and closure of my account, the fact that Frontier conducts business “not in good faith” based on the above interactions, the fact that they held me hostage by blocking the transfer and porting of my landline number of 30 years with the new service provider, and among other comments my intent to write a letter to the Revdex.com to make other consumers aware by outlining Frontier’s operating practices. I finished the call with a thank you note since she had apparently made the effort to reach out to me.
As of this writing a new bill just arrived like if my services were still in-place, with a due date of 12/23/2019, which is unreal... The returned equipment was delivered / received on 11/25/2019. When I went on-line to find out how to contact Revdex.com, I was overwhelmed by the litany of similar consumer complaints dating back many years! My question is: how could authorities allow such entity to remain in business and keep doing what it has been doing?

I am dependent upon phone and internet service. Our phone and internet became inoperable on Thanksgiving Day and has not been repaired as of Monday, 2 December 2019. Service was to have been restored by 12 a.m. today, 2 December 2019. I contacted Donna K, Frontier representative, , ext. ***, left messages with no replies. Also I contacted Tech support representative, Jenny, , ext. ***, also left messages with no response.

I put my move order as I am moving out of state, to outside of their coverage zone, on Dec 7th, 2019. Technical Support informed me that when my phone and internet service were completely shut off on Nov12, 2019, that they simply completed the work order for disconnection on Dec. 6, 2019. I asked them if it was Dec 6th, and they said no, that it was only Nov 13th. When I asked them why it was done before the date I requested, they did not know. It took them 4 hours to reconnect my internet service, but my phone was not reconnected until 8:45 a.m. Nov 14th. Meanwhile my internet service continued to cut out every 30 minutes for 7 minutes when it was reconnected and this was happening prior to the disconnect time and day and I don't know why, just that it started with my move order to disconnect.

I cancelled my service the same day I ordered it. I should have checked out their reviews first. I was told my $55 deposit would be refunded in 3-5 business days. After that passed and no refund was seen, I called back. Was told that it would take 5-7 business days. That time has passed and I called back. Now I'm told that it will be an additional 30 days for the refund. I'm very skeptical that I will get my money back. Been lied to twice already, and what company on Earth takes 45 days to refund?! Fix this now Frontier.

Froniter is a joke. I want to get internet service at my home because I just moved so I got online Nov. 15 signed up for services and paid my $38 deposit and got a appointment for Nov. 20 even thow I signed up for self installation I still had to make a appointment. I got a text from them stating someone over the age of 18 needed to be home between the hours of 8-12 so I took the day off of work and waited. No one came so I called Froniter and they told me the Tech did all the stuff at the office and didn't need to come to my home and that my router would he sent out. So I waited 5 more days and I called and said I haven't received my router box and the man said well it hadn't even been sent out what are you kidding me?? So the man then said I will over night it to you and this is now Nov. 26 and he did I got in on Nov 29th not one day but there was a hoilday so I understood. I plug the router in and it doesn't connect to the internet. I was thinking this has to be a joke right I mean it has been along wait for this and now it doesn't work. So I call froniter once again and they set up a appointment for another Tech man to come to my home on Dec. 2 so I miss another day of work and I'm waiting and waiting and no Tech man shows up so about 4:20 I call froniter and ask them where the Tech man is and they say I'm sorry they can't make it today what they can't make it I've been waiting since Nov. 20 what is really going on over there? They then say someone will be in contact with you to tell you your new appointment okay so I wait and no one contacts me so I called them again this morning Dec. 3 and they say I'm so sorry no one can make it to your house until Dec. 9 wait what I have to wait another week. I get the run around for a hour saying I'm so sorry there is nothing we can do. Nothing we can do I've been waiting for almost 30 days for internet services and I have a bill due Dec. 16 what is going on here. So I call the Office of the President number that is on there website and nothing they tell me the samething all the other 10 people that I talked to told me. I missed 2 days of work now I have to miss another 1 and no one wants to help me or even solve the problem. There needs to be something done about how they run there business because they can take money but not provide services.

Today is 12/3/19, I have not had any internet service since at least 11/27/19. On Friday 11/29, I called and spoke with a tech person due to no internet and the holiday. On Friday, a ticket was placed after a 28min phone call (without me having to give a 5-digit code as I DO NOT KNOW IT), for a technician to come out to my house to check diagnose the issue after going through the tech troubleshooting issues that did not fix anything. When the very nice and polite tech came to my house on 12/2/19, he found that there was no dial tone, but he also found that there was voltage coming back through the line, that was close to 18-20 which is cutting the internet out. He was unable to fix the issue since it was coming from their line. he also stated that he knew of a few issues in the lines recently. He advised that he would have to put a ticket into a linesman to diagnose and fix the problem. I politely asked that this issue be expedited, as our internet is used for my husband who works from home. Without any internet, he is unable to work, thus not providing for our family. He said he would see what he could do, but it would most likely be the next day. So, this morning, a man named Matt left me a voicemail stating he checked the dial tone at the end of our driveway and the office, and that there was a dial tone, he called the house and it worked. However, my husband who was home, states that the internet is still not working. I called Matt back, and explained that it was not just a dial tone, that there was also a voltage issue. He explained to me that there was nothing else he could do, he already closed the ticket and that if I wait long enough, there will soon be fiber to our house. I explained that I need it fixed as it is for business, and he just repeated the same thing, to call and put in another ticket. Blown away by that response, I called the 800#. I spoke with a customer service rep Savannah, that I explained this whole issue to. She stated that she needed to transfer me to tech support to get a ticket started. I was transferred to tech. This was a complete waste of time. I do not know my 5-digit code, and he refused to do anything until I gave him the code. I explained (not very nicely I will add as my frustration is through the roof) that last Friday I was able to place a ticket without the 5-digit code. He then said he could call me on my main phone number on the account. That is my home phone #, I am at work which is 1 hour away and that is not possible. I asked to be transferred to his supervisor and he refused since I was unable to verify my account with the 5-digit code. Again, I said that this was not true as I did not do it last Friday. After him not listening to me, and of being no help and a waste of time I hung up the phone as this was obviously going nowhere and wasted 20 minutes of my time. I have called back the 800# once again and spoke with a customer service rep whom I had to retell the entire thing to again, plus what had just happened with tech support, asking to not be transferred to them again as it was worthless and need a ticket placed. He was able to assist me in getting a knowledgeable tech support Jesus, on the line who was able to put a ticket in. I would like to note that it took him a while as the call from Friday had no notes in it. I was given an apt for 12/5, again 2 days away so another 2 days lost for work for my husband. And was told there is nothing sooner, because I was contacted and didn’t answer the phone. Perhaps, if the people had accurately filled out their tickets and put the note in the system, maybe my issue would be fixed right now. This is not my fault, and is unacceptable. This call took a total of 1 hour and 9 minutes of my time again.
This is not the first issue with my internet that I have had. This is a repeated issue. The last time someone came to my house, I was told they could hook me to a closer connect point to my house, but if someone else needed to be put on it, we would be taken off. I have also been told we are too far from the central office and that is why our internet is poor, but there is nothing they can or will do. I also noted to each person that I have spoken with, my neighbor was hooked up to this closer connection point and has had fewer problems since. That was however, only done after complaining because their internet too, was off and on all of the time. This is the absolute worst service and company I have ever dealt with, and I work in healthcare. Frontier should be ashamed to provide this type of service. I assure you; I am not the only person with these issues. Asking people to pay for internet that is only at 1MB is absurd, but not caring at all about it when someone relies on it for business is something else. I was also told at some point that even if we changed to a business account, it wouldn’t make a difference. This is sad, that in 2019 almost 2020, internet is an issue.

Had internet service for about 5 days of the first month we started with Frontier. Had several service calls before a tech finally showed up. He didn't fix our service. He was very rude and attacked us on a personal level verbally. We canceled our service the next day and paid our final bill. 2 months later they are still billing us for services. What a nightmare!!!!

I had called Frontier on Aug 18, 2019 to cancel their service due to moving and not knowing where our next house will be the service rep had said that I can put it on hold for free so I said okay, then in September 2019 I get the bill which is charging us 10$ for the holding fee and I call sept 22 and 23 and they say they have no record of the service being offered for free, I say okay can I cancel the account, they said okay. Fast forward in November I get billed for November and will owe for December. I call again on November 22 and again they have no record of this call, they have a record of the hold and are charging me a lesser value for having the account on vacation which is the same cost as previous months where we had the service. I have tried calling and asking them to check their voice recordings to no avail

We have 3 dedicated DSL lines for our business and we have been out of service on 1 of 3 lines for the last 2 months. Nothing is being done after numerous calls and there is a major risk of our business. We have lost calls, sales and being able to full fill our daily operations.
Product_Or_Service: Internet
Account_Number:

On June 21, 2019 we moved into a new house, and we were told prior to moving that all we needed to do was plug in our modem in the new house and we would have internet since the previous owners also had Frontier. We followed the directions given to us, and we did not receive service. We called every day from the 21st until the end of June to fix the internet service. Each time we called, we were on the phone for over an hour and spoke to at least three different people. Due to a technician not being sent out and having no internet for several days, we decided to cancel our service. After we cancelled our service, we did not receive any bills in the mail. On September 6, 2019 we received a letter in the mail dated August 23, 2019 stating "Please be advised that your account is past due in the amount of $73.81. Your failure to respond to this debt will initiate additional collection proceedings, which may include referral to an outside collection agency." The past due date on the letter was also August 23, 2019. Considering that collection proceedings do not begin until 90 days past due, collection proceedings should not have begun. When we called about this letter, we were told that our account was already in the process for collections even though the woman we spoke with in collections stated that we should not have been sent to collections until October. In this phone call, we spoke to approximately five different representatives who all told us different information. One representative told us that we should have received a credit due to not having service from June 21st on, and we should not have been billed this amount. This representative assisted us with filing a dispute then sent us to speak with collections as we did not want our credit impacted. We paid the balance to prevent the collection proceedings to continue. When we followed up about the dispute, we were informed that it was only submitted for $1.00 when we specifically were disputing the whole amount of $73.81. The woman I spoke with stated that she could see in the system that we were billed for a cycle of July-August, but she saw that our service was disconnected prior to that cycle. In this conversation, I was told that she spoke with her supervisor who stated that the credit should have been approved and we would be refunded the $73.81. I was then transferred to another representative who was supposed to complete the refund. This representative informed me that she does not complete refunds and sent me back to another representative. The third representative gave me completely different information and stated he could not refund the money even though I was told by another representative and supervisor that they would. We have spent hours on the phone with customer service and are told different information each time. I would like to be compensated for the $73.81 as we did not have service after we moved and we called consistently to have the problem fixed.

I signed up for Frontier Communications as my internet service in October of 2018. I paid *** deposit. I never received any equipment from them, so I called in early November of 2018 to report nothing received, to cancel my account, and to request a refund of the $55 deposit. My first call left me on hold and transferred multiple times and ended with a promise of a refund within 60 days. I never received the refund, started receiving invoices, and I called again in January (same situation of being on hold and transferred multiple times). At this point, I was told it would take 60-90 to fully close my account. Here we are, over a year later, and Frontier has affected my credit report negatively.

My bill is only supposed to be 20$ with whatever state tax is but this month they added a lot of different charges that are untrue and told me I have to pay first then wait to see if I can get my money back. This is only my 4th month of service, my wifi went out for a week and they told me it was their faulty equipment and they would send someone to fix it. The guy came and was unable to fix it. 3 days later it fixed itself. I then I get this weird bill that even the customer service representatives couldn't quiet understand. They are charging me 10.50 for inside wire maintenance that never happened, an additional month fee that they can't say for what month it is for 15.51 a monthly service charge of 30.59? Wire care charge of 39.99 or inside wire maintenance 8.75 and then it says total other service charges 48.74
Taxes and other charges 8.45
Total 87.68
My bill for the month before was on 20$

Their service was faulty and they used that to charge me a bunch of fees when they were the ones that sent the guy to fix it. I didn't ask for anything but for my wifi to work... And the maintenance guy didn't even fix it. I'd like for my bill to be simplified. And these charges to be dropped. I've paid my bill for the month of September October and November. There shouldn't be any unpaid months and my December bill is due on the 18th and should be a bill of 20$ plus state tax. No other charges.

I see I'm not alone in Frontier Communications price gouging issues! I cancelled and they kept billing me. I called, they stated they would credit it but instead the next month they billed me again. I cancelled the 2 extra charges through my credit card company and I noticed I'm getting another bill on my credit card. Not $104 now, but $125. I called them again and they said that $104 + 9.99 for cancellation =$125. ??????. Seriously!?? Yes, they said that's with taxes. Ok #1 you are charging me now for what you apologized and stated you would credit. If it was mine to pay, why didn't u say so in the first place! You guys are unbelievable!!

I ordered internet paid $45 deposit up front and waited 2 wks for installation. Nobody showed up it was a no call no show. We called and rescheduled at that time for another 2 wks out and they were again a no call no show. Called back after that and requested a refund. Was told within 3-5business days, its been 10days and still nothing!

My Family moved to a new home and were excited to set up new internet service. I paid a $79 deposit and they gave me an install date of a week later saying they couldn’t come out any sooner. I waited the week. They never showed up on the install date and time. I called their company. They stated the previous tenants owned money and they need their equipment back first before they can install! I have no idea who the previous tenants were! How is this my issue. Needless to say I called another company (***) they came out the next day to install no issues.
It’s been over three mo the and 5+ calls to customer service to get my refund of the $79 they promised would be back within 3 business days. Every customer service rep I speak with has been extremely unhelpful and very unprofessional. They try to stall and lie about their ability to get me to the right department. I was told three times the refund would be shown on my bank account and it never has. The current representative I am speaking with told me it will be refunded but couldn’t give me a confirmation number or email, nor tell me how much the refund is. So obviously I was being lied to again just to get me off the phone.

Hello, and thank you receiving this message. I contacted customer care with Frontier FIOS to resolve a pricing issue that recently came to my attention and I am frustrated and disappointed with how the conversation was handled on their part, and that we could not come to a satisfactory resolution.

I am aware that businesses like Frontier offer new-customer pricing options, but this company (and others) have been very generous in the past with making sure their existing customers feel taken care of, and that their business is appreciated. Having worked for a large company that places Customer Focus at the forefront of their mission for a decade, I understand the importance of showing loyalty and gratitude toward your current customers, and not letting them go forgotten as you pursue new contracts.
It came to my attention that, where I pay $65 a month for a 200/200 internet plan (+a $10 fee for a router), your current offerings include a 500/500 plan for $39.99, which is approaching half of what I am paying, for twice the performance... essentially four times the value. I couldn't help but feel unsettled, and even a little disturbed by this, to find out this value wouldn't be payed forward to existing customers, that I wasn't even told about it, didn't even have the option to sign a new contract to take advantage of it – frankly it felt like I was being taken advantage of, and ripped off.

I was hoping there would be an easy solution to this, so I called customer care to see about a plan change or price adjustment. Full disclosure, I've actually had a price adjustment the last year, though only of 10 dollars – so next month I'll actually be paying $75 to a new customer's double-for-$39. The representative I spoke with was very quickly defensive, combative even. As I alluded, I worked in customer care for 10 years, and the last thing I wanted to do was make this call, or her day, any more difficult. If new customer pricing had included a $5 or $10 discount, or a month of free service, I wouldn't have been on the phone with them. However, to find out there was such a significant delta in value shocked me and moved me to address it with them, because frankly I felt cheated, like there msut have been a mistake.
What I was looking for was empathy first, and a solution that would keep me a happy and loyal customer second. I received neither (although the Office of the President at least was sympathetic, though uncompromising). The representative argued that "new customer pricing" is a known thing, that lots of businesses do it, where existing customers may find they're paying more, and there's nothing that can be done about it. I reasoned that when my bank changed my account, and removed overdraft fees, and increased my interest rate (gain), I was given that value as an existing customer. Indeed, when Apple's iCloud storage pricing changed, they paid that forward to existing customers, who began saving money overnight. At this point, the representative changed her position, and retorted that "those are other businesses, it's completely different."

Two attempts at offering a solution were made, and neither felt fair. First, the representative I spoke with offered to update my plan/pricing, but ambiguously warned me that it would "still be more expensive than the price (I) was looking for", and that they would need to cancel my service until January, leaving me without internet access for a month, before allowing me to sign a new contract, one that would include a $75 installation fee for services and hardware that were already installed in my home (so an arbitrary tax?). Second, her supervisor offered me a $30 dollar credit, and was more sympathetic, but said it was the best he could do, even after I pointed out that the value they're offering new customers and denying me equates to hundreds of dollars in savings. Again, if it were the difference of a $5 or $10 discount, or a month of free service, I wouldn't have been on the phone with them.

In the end, my understanding was that there was absolutely nothing they were able or willing to do to resolve this issue with me fairly, which confuses me as to what the role of the customer retention team is. The Office of the President reiterated this to me, and said it was a "top-down" decision, and that there was no one who could help me. I was not even offered to maintain my $65 dollar pricing, which adds insult to injury. I was also warned that should I cancel my service, if another resident attempted to open a new account, and could not "prove" that I was no longer on the premises, they would be denied new customer pricing, which strikes me as invasive and discriminatory.
As it stands, Frontier FIOS offers unbeatable, reliable performance, which is why I've been a loyal customer for 3 years, and it would seem that for new customers they offer an incredible new value for their service. However, they lack a tremendous amount of empathy and loyalty toward existing customers. I guess we're just numbers to them. Paying twice as much for half as much feels like a scam. I don't mean to sound alarmist, and I'm hoping you can help me. I've enjoyed being a Frontier customer, but I want to feel like that loyalty goes both ways.

I moved here from Carson CA. I decided not to stay with *** and went with Frontier. Bad choice because half the time I nor my wife or anyone else can get out on the Internet. Frontier says The speed test looks good. That may be, but I never had these problems with *** or *** and I was paying for a slower speed. They will not send a Tech. to my house without a charge. There thing is a Reboot: No rhyme or reason.

One year ago I tried to set up service with frontier. I had someone come out to try and set up service. My apartment did not have the wiring to connect. Which I was told is noted in my account. Yet a month later I received a bill in the mail for service yet I didn’t have service because you guys couldn’t connect me. I was told it was taken care of. The following month I received another letter in the mail about the same bill. I called again and was told he spoke with a manager and everything was taken care of. Now I have it showing on my credit report that I owe money for a service I didn’t have. I submitted a dispute through trans union and it was removed. I have submitted TWO disputes with *** and both were denied. I tried calling this past Saturday 11/23/2019 and spent 2 hrs on the phone where customer service reps told me they would connect me to the correct department yet would just transfer me back through the loop. I finally got a manager on the line and he told me that he is in the new sales department, and they are contracted for Frontier and not actually Frontier so he couldn’t help me and would just transfer me back into the loop again. Finally after calling another number to Frontier someone transferred me to the offline collections department processed a dispute for me and said he sees that it’s noted that they couldn’t connect my service because I didn’t have the wiring. He then transferred me to a manager who processed the dispute and told me to call Wednesday 11/27 to check the status of the dispute. Again I asked for the offline collections department and was told this person could help me see the dispute. She pulled my name and the previous address that the service was for and she couldn’t find anything. Then she transferred me back into the loop of customer service reps and again I got the run around. I’m pregnant and can’t handle all this stress this is causing me because no one in your company has any care to help anyone.

I initially began service with frontier the 1st of October, my service I selected was internet only for $34.99 I recieved my first bill which was 129 and had phone charges and taxes on it when I do not have a home phone nor did they connect a line for. I contact the company and spend 2 hours on the phone with them at the end of which I was told they would be fixing bill and would extend the due date to Nov. 28 so that they had time to correct it. I logged on to my account on the 25 and noticed that not only was the bill not fixed but the new charges once again included phone service. I spent 2 hours on the phone Monday and was told my bill was incorrect and that once again they would fix but in order to avoid disruption of service I would need to pay 68.77 which is the amount that I should not the 200 my bill now is at this point. I was told to make the payment online to avoid a 10 charge to pay by phone. I go online the next day to make a payment and their online payment system is not working so I call them I first speak with a lady who says shes sees the notes in my account that they are working on fixing the billing amount and I only need to pay 68.77 but that she would need to tranfer me to someone else in order to process payment without being charged 10 dollar since the online system was down. I get transfered to a guy naed Ken who first tells me he his going to first my bill and take my payment right then. Then he tells me he doesnt see phone charges on my bill even though I am looking at the bill that clearly states phone and has phone related taxes. I point this out and we go back and forth for over an hour on the charges as at thus point he us telling me that even though he sees that notes in the system that I should only owe 68.77 and only have yo pay 68.77 because the bill has yet to be fixed I need to pay 129 to aviod disruption. I aske multiply times why and he could not clarify other than well the phone service was already billed so I had to pay for it. When I asked for a supervisor he stated it would be a 30 minute hold, I said that was fine and less than 5 minutes later a supervisor was on the line. The supervisor was very rude she stated she didnt care what the notes said and if I didnt pay 129 I would lose service.then transfered me back to Ken with out any notice. Ken refused to let me speak with anyone else about the charges or explain why the bill wasnt fixed only said that I had to pay for phone service and pay 129 even though he saw the notes and dispute that I do not want or use phone service. I am beyond fed up with the billing and do not want to pay for services I have not asked for, used or even had installed

I requested FiOs service from Frontier in July 2019. However, I was only provided with a basic DSL connection of 2mps (even though my building has FiOs access). I immediately called Frontier to cancel/discontinue service and asked how to return the provided modem most efficiently. I was told I would receive a return UPS box to return the modem. Because that never arrived, I returned the router in person. I then called and spoke with numerous Frontier reps who all confirmed my service was cancelled and no charges were pending.

I received collection letter in November 2019 stating I owed 107.41 even though I have never received any service from Frontier and returned all their equipment on my own expense AND time. I again called Frontier 4 days ago to address the erroneous charge, and the rep I spoke to was unable to confirm my information or who the bill was actually assigned to. She only stated that she had forwarded the dispute to "a supervisor" and that they would contact me directly. Needless to say, I have heard nothing. I have since sent certified mail disputing all charges to Frontier and the collection agency, and will proceed forward against this unscrupulous company as needed.