Frontier Communications

This company is a rip-off and a sham! They charge for internet service at a specific speed and deliver service less than HALF that rate (worst than dial-up). The charge for this horrible service is at a level you would expect for service 100+ times better than what they offer. According to their own technicians, they have the capability to provide a better product but their corporate level tools deny their techs the ability to adjust and provide this level. The sales people (from India) lie and claim the service is limited for other reasons, contrary to what their own techs tell you. This company is a sham and a bunch of lying shills! I hope they get sued and go out of business. They are of the worst of the very worst!!!

We are forced to use Frontier Communications for Internet due to our area. We have been paying 80.00 for only "up to 12mbs" speed. In 3 years, we can only use 1 television to watch Streaming movies due to the buffering and delays. This is ridiculous. There should be zero issues for us to stream a video on 1 device, but...unfortunately, we have no other options of we want to watch shows or anything. 80 bucks a month for basically "dial up speeds". When will this improve? It is BS

My family owns a house in Blue Mountain Lake, NY which we currently use as a vacation property. We use Frontier Communications as our internet provider as there are no other options in the area. We have paid all of our bills on time with the expectation that the internet service will be provided. I went up to the house November 9th and found that the service had been turned off for some time. Other family members stated that they were up in early October and did not have service. I called Frontier and they hung up on me several times. After hours of waiting, they forced me to change passwords and jump through various other hoops before explaining that they paused the account. They did not know what date they paused the account, so they refused to credit us for any loss of service. They told me that service would be restored in 24 hours and at that point I could call back and get a credit for 24 hours worth of lost service. I was only staying for the night so I was unable to find out if they restored service. Today my sister arrived at the house to find that the internet is still not working. Frontier said they could send someone in mid December, but we will not be there to receive a repair person. They refuse to credit the account until the service is restored. They are continuing to bill us for services which they are clearly unable to provide.

Internet outage again. It's been a week and Frontier stated they cannot send technician until the following week during the day. They give unreasonable dates/times for repairs that are inconvenient for the customer. They stated there was a problem with connection from the main pole to my residence. This has happened multiple times. I am a Mobile Notary and am losing MONEY as a result of not having internet service.

I cancelled services with Frontier in September 7, 2019 and my billing cycle started on Sept. 10, 2019. I did so to keep from being charge new cycle fee. The representative I spoke to NEVER informed me I would have to pay a $100 fee to cancel my service nor did they tell me the cancelation would not be cancelled until after 9/10/19 causing me to get billed for a cycle fo services I did not need nor use. I received a bill for over my normal monthly fee of $175.20. When I called in a month alter to inquire about this bill I was told it was a mistake and the person I spoke with indicated he had corrected it and I only owed $24 and some change. He informed to throw the bill for $175.20 away and I would get another bill. The next month I received another bill for $175.20 so I again contacted Frontier and filed a dispute as upon review of both conversation I had with previous Frontier staff it was clearly documented in those recorded conversation I was mis-informed by 2 separate Frontier staff members. Frontier denied my dispute despite fault falling on their staff and continue to charge me $175.20.

My frontier order confirmation # CZ71669736
I order internet from frontier.
They took my credit card # and charged me the same day, 10 days later I received a modem that did not work, and they sent a tech out 1 week later.
The tech never showed up to activate the service,
Frontier then sent me a box to return the modem and I did
The return tracking#
***
eta OF DELIVERY IS 11/22/2019 before end of day.

I never had service from them, but they have sent me 2 bills so far, and only ask if I want to dispute the bill.

I should not have to dispute a bill for something I never had.

They don’t even have an account for me but yet they bill me..
Please step in and get them to wipe me from their database as well as refund my deposit,

Thank you Revdex.com

I had Frontier Broadband internet service installed on July 24, 2019. It seemed to work but shortly after technician left my internet stopped working. I was able to regain access by power cycling the modem. I continued to have intermittent outages for a week and finally called a technician to trouble shoot the problem. I tried various solutions and the technician eventually told me that my area was overloaded and that I should expect to be disconnected intermittently during 'high traffic' times... ie. after work and weekends. The solution when disconnected was to unplug the modem, wait 15 seconds and reconnect... and then restart wireless router. We agreed that this was not a workable solution and that Frontier in effect couldn't provide the service I was asking for. I terminated my service and asked that I not be charged for installation on a service that couldn't be provided. I also asked for a note to be put on my account explaining the issue encountered. Three weeks later I received a bill for $140 dollars which included a full months service plus all installation charges. I called to dispute that charges. The dispute was filed and was told to wait a few weeks and check back on status and to ignore any bill I received. I checked in every few weeks and no determination was made. Eventually I received a collection service letter saying they have been hired to collect on the $140 I owe. I've called again and after talking on phone to 6 different people for 2 hours, I am having my dispute looked at a 2nd time.

In September 2019 in noticed a $100 charge for unreturned equipment on my bill. I called as soon as I noticed and explained that I did not have any extra equipment and everything had been returned. During my first contact, they checked and found that they already had the equipment that I had been billed for in their warehouse. So they assured me that I would be credited back that $100 and for me to pay the amount that I normally pay. Which is exactly what I did. A few weeks later I checked my app too see if the credit had been applied and noticed it wasn't. I called again and a different rep said that he did not see anything about a credit on my account. So here I am a second time explaining the issue. He also was able to confirm they had the equipment and that he would take care of the credit to my account and that they would call me the next day to confirm it was all good. I never heard back from the rep. So now we are in a new billing cycle and notice that I still do not have the credit. I call again and after getting transferred a few times I get a rep on the phone, explained what the issue was and asked about the credit because at this point, I not only have a charge of $100 for equipment I don't have, but now I'm also getting charged late fees because they never gave me the credit. I repeatedly asked to be transferred to a supervisor to see about getting this resoled quickly and I have never received so much push back from a rep on getting me a supervisor. She put me on hold and when she came back she continued to say that the supervisor would not be able to do anything different and that it would be 1-4 hours of hold time if I wanted to wait for her. I don't see how's it right for me to have to pay for an equipment fee that was obviously their error and then think it's okay to charge me late fees on it as well. This is not sound business.

I called Frontier Sunday (11/17) to contract for residential internet service. I was told that I would be getting the 500/500 Fios connection (I ended up completing the order the following day, Monday 11/18). When the technician came to activate the service at my residence, he informed me I would be getting the 50/10 service as my apartment complex was not properly wired for Fios. I am extremely upset that I had already cancelled my internet service with my then current internet service provider, that I had wasted my time trying to get service with Frontier, that I wasted time waiting for the technician, and--most of all--that I was LIED TO about what connection speed I would be getting just so Frontier could potentially get a new customer.

I ordered Frontier (FIOS) internet service for my home; at local *** store in Victorville California. The cable service man came out to install a box and hook up cable outside November 12, 2019. However he left without verifying if the cable tower worked properly or if it would work on my computer. When I realized I could not use my internet I called customer service. Two hours had passed and the technicians repair advice was not working. In addition, the password that came with the tower not working, I requested that a technician come out and install the equipment properly so that it may work. Customer service decided not to send a technician out and determined to give me a temporary password. I declined to accept a temporary password. I think the password that came with the tower is supposed to work; if installed properly. Finally after I decided not to continue using their services. I was transferred to Ray; the person that handles requests to discontinue the companies service. I did receive a confirmation number that the services would be discontinued on the thirteenth. However, I received a monthly bill within three days for the month prior to the twelve of November. I did not have any services prior to November 2019.

I called before my promotion was ending to see if there were additional promotions and to upgrade my internet as well as add an additional box for my 90 year old grandma who lives with me. I was given a price for the upgrade and a date for the service to be installed. The tech did not show up. I called about the tech not showing up and was told they can just mail me a box and would issue a credit for the mistake.In August the box shows up, so I can for help with the install and during the call I find out that the price I was given had somehow changed to a higher amount. After multiple attempts to get this corrected Aug 16th I decided to cancel the service and go with Spectrum. We returned all of the equipment and told to pay the 9 dollar and some change fee and that was all we would owe since we cancelled before the next billing cycle. On September 25th we received a bill for 192.29. I called at 516 pm and spoke to Desiree badge #V_DAA068 and explained what happened. She saw the issue and per her supervisor I was issued a credit for the full amount of 192.29 and told it would show up in the next billing cycle. October 21st I received a letter from the collections dept. for the amount 192.29. At 450 pm I called and spoke to Hunter and explained everything to him. He said he saw the notes and that I would be getting the credit and that it just has not showed up yet. The call was dropped. So I chatted with Lloyd Jade in the online chat window at 505 pm I was told to pay 9.99 broadband fee and I would receive the credit for 182.30 per his Supervisor. I immediately paid the fee online but that closed the chat window. So I called back and spoke to Laporsha in collections and she did an override on the notice for 30 days and said it takes at least 24 hours to see the credit. While waiting to reach Frontier by phone I did another online chat with Neson he said at 621 pm that by loo*** at the notes there is no deed to worry anymore and it would not be taken against me, the usual credit especially for amounts like mine take up to 7 days because of approvals needed. there would be no need to contact them about the account. November 12th I log into the account just to verify the credit is there. It is not. I chatted with Emmanuel II at 1029 am, He proceeds to tell me it takes 2 to 3 billing cycles for the credit to apply to the account and the notes are all there. He gives me a reference number for the credit approval #*** he said he notified collections so I would not get any more letters and that I should see the credit by January at the latest. On November 19th I receive a letter from the collections dept. for the amount of 182.30 again. I called and spoke to Melissa in collections and she said she sees the notes in the account but the credit had not been applied yet and she transferred me to a Supervisor. I spoke to Miranda a Supervisor in collections and she said if she could issue the credit she would but it had to be done from customer service. So she transferred me to them. I spoke to Rudy and he said the credit was never submitted for review. He tells me he is submitting it and the Cap ticket number is *** and the credit is for 186.19. Hes said he would call me back in 24 hours and the credit would be there then. It is not.

After 1 year of acceptable service (some minor performance issues) my promotional period expired and my bill increased by $10. When I called in to find out why, I was told there had been a rate increase and the Customer Service Person indicated I was being billed for their router. However, I explained I had my own router. I questioned this person as to how I could be billed for a router that was mine and I was hung-up on. So, I contacted another provider and setup service. A couple of weeks later (after I had my new service setup) I tried to cancel my service with Frontier through their website but it would not let me so saying to customer service. I was told my service had been canceled but I would have to pay a $9.99 cancellation fee. I then asked if that was all the charges and the Customer Service Person said the system only shows that feed so that should be all I'm charged. I just received a bill for the full month (after I canceled). I called back in and was told that I canceled service on the 2nd day of my new billing cycle so they changed me for the full month (in advance). I again asked the manager how they can bill me for my own router and she said that is their policy and she went on to explain that they charge a $10 a month fee for their router (even if you use your own) and I was only getting a $5 discount for the promotion (even though it shows the $5 monthly credit by wifi router. I don't understand how that is legal to charge for a router that is not theirs? I don't understand how they can charge me for a full month of services when I cancel on the 2nd day of that billing period? When I called back about these charges, I was just told these are their policies. Frontier clearly does not care about its customers and only cares about gouging people.

IM ONLY GIVING THE ONE STAR BECAUSE I HAVE TO JUST TO WRITE THIS REVIEW.....On Wednesday, November 6, I paid $38 for a deposit to start internet service. I was told at that time that the next date they could send a technician out was Monday, November 11th or they could send me the wifi router and I could do a self installation with an install date of November 8. I said fine. The equipment came on the 11th and once I tried to install it, it didn't work so I called customer service. I spoke with a representative who stated she couldn't find my account. After giving my full government name, phone number, date of birth, and lastly, my home address, they were finally able to find my account however, there were also 4 other accounts linked to my home address from previous Frontier customers. The self install was linked to one of those other 4 accounts which is why it didn't work for me. After speaking to this representative, she claimed she would close out those other accounts and scheduled for a technician to come out and install service on November 14. That date rolls around and no one shows up at the scheduled time. I called them and again, they couldn't find my account. The representative then started asking me for my 5 digit passcode to access my account. I informed him that I did not have a passcode nor did I ever set one up. He stated my husband must have logged in and set one up so I needed to call him and get it. I informed the representative that my husband never set anything up online neither did I. The rep stated he couldn't proceed without the passcode I allegedly set up online and hung up. After an hour of calling back and forth, another representative stated he was highly upset with the treatment I was receiving and scheduled a technician to come out to my home on November 16th. On this date, the technician came. He stayed outside for over an hour, not once knocking on the door to announce himself or let us know what he was outside doing as he was in our neighbor's yard "installing" our service. He finally came in for all of 5 minutes or so just to say our wifi was up and running BUT he needed the home office to wire it on their end and they are closed on weekends so we have to wait until Monday the 18th between 8-12 to have them remotely wire it. So finally, that date rolls around and it finally starts working, BUT only for 5 minutes then it went out again and the lights on the modem switched back to red. I again called customer service and told them and they said, "well it is working on our end so I don't know what the problem is." I called later that night to cancel service and was told he couldn't cancel it because their was a block on my account but he would put in a request to have someone call me to cancel the next day. No one ever called of course so I called and cancelled on November 20th. This entire time I was being billed for service that I never used and never worked. I'm highly disappointed.

I ordered Frontier service on 9/4/2019. I ordered the self-install option to avoid an $80+ charge. I received the equipment on 9/13/2019. I attempted to install the equipment the next morning, Saturday 9/14/2019. It would not work, so I called and spent upwards of 2.5 hours on the phone including tech support. They could not fix it on their end and said they could not get anyone out to fix it for at least 4 days. I am a single mom, full time student who needs to send in assignments everyday and whose son needs to use it for his homework assignments. I had absolutely no choice but to disconnect right then and go back to my other provider. I was subsequently charged even though I did not use the service for even one minute. I have spent hours and hours on the phone with Frontier and they've sent me into collections. This is the worst company I've had the misfortune of dealing with. I am so sorry I ever tried to switch to them. If anyone asks, do not go near their services.

I called 3 weeks before the end of contract of "Triple Play" to change to internet only. I noticed after the day of the change the cable box was still active, so I called. I was told that it was noted that I had called back to cancel the change because "I" "decided he wanted to keep his phone," but that clearly was not a call made by me. The company continues to claim that I cancelled the change despite me never calling until the error was noticed. I have called multiple times to have the services switched, which has happened, but the business refuses to credit or change the billing for the 1 month of services of "Triple Play" that was not rendered. Even today, when I call they claim that it was "invalid" because "I" called to cancel the switch. I am extremely frustrated.

Frontier does not offer pro-rated billing when you cancel service with them. They are expensive and the internet is not reliable. We canceled service with them and one low level representative told us that our bill would be pro-rated and that is not the case. My wife has called multiple times speaking with multiple supervisors about this issue. My wife first language is Spanish and when the translator translated to one of the representatives she started laughing not knowing that my wife spoke English as well. When my wife confronted her about it her whole demeanor changed. She has the call on speaker the whole time for me to hear the conversation. We requested that management go back and review the recorded calls with the low level guy promising that our bill would be pro rated and it never happened. Multiple promises that they would contact us back and never did. The company seems like they poorly train their people and do not keep their promises. They are expensive and sent the bill to collections. NEVER will we ever use frontier services again. We recommend you use *** if you live in Florida. They have a better product, cheaper, and at least the customer service is respectful and helpful. Do not waster your time and money with Frontier. *** pro rates your bills to if you ever have to cancel. Do yourself the favor and just go with *** in Florida.

We pay for Frontier Communications internet but have not had internet service from Oct 31 to Nov 8, 2019. We made 7 calls and endured unreasonable, lengthy phone wait times, made an online complaint to the President of Frontier to get an appointment with a technician to restore service on Nov 8, 2019. Our account was not credited for the 9 days without service so after a second complaint with the FCC , we had our internet cut off a second time. We called Frontier again and we were told that we would not have internet restored unless we pay service charges to have a technician visit a second time! To date, we have had 12 days without internet service. We also had another 9 day internet outage in July and August of this year. We request that the internet service that we paid for($61.80 per month) be restored immediately, our account accurately credited, and without any other penalties and delays imposed by Frontier Communications. Frontier appears to have a monopoly on internet service in our area.

When Frontier took over for [redacted] land line phone service, the improvement came fairly quickly Since that time, service has continued to go down while cost of service went up Now, if you call for technical support, you get a foreigner that can barely speak English They ask for security questions like someone hacking your phone service is going to complain that service is bad They then proceed to pretend to listen, and then when they tell you what you have told them, they are completely wrong You can do this times before they hear you Then, they tell you it will be SIX days before a technician will call to of course want to check you home system out first years and they have never found a problem inside my house CUTTING THE CORD!

I have a rural summer home in western Michigan. I was a *** customer there for many years before Frontier Communications took over their rural business. In the summer of 2013 I contracted with Frontier for satellite internet. This situation was satisfactory to me for many years. On or about June 3, 2019 my area was impacted by an electrical storm which sent current through the ground into my satellite dish and through the cable to the modem. It damaged the modem. I called Frontier for service and an appointment was set up for June 9, 2019. The technician arrived as scheduled with a new modem, but at the time of the service call he also discovered that the radio head receiver on the satellite dish was also damaged beyond repair and that there were no more of this part in stock. Frontier had decided to sever it's contract with *** for satellite internet a couple of years earlier unbeknownst to me. My account was grandfathered in under the old service contract. Now however, there was nothing that Frontier could do and I was advised to call and cancel my internet service with them. This I did the following day. One month later I received my bill and discovered the charge for the internet was still on it. I called customer service and learned that my internet service had not been disconnected. I disputed the charge and gave the reason why. At this time my service on paper was finally terminated and I was told a credit would appear on the next bill, which it did. Return boxes were also scheduled to be sent out so that I could return the equipment. These boxes were very large and were left at the side entrance to the house that is unused. Being disabled, I didn't know they were there until many days later and in the meanwhile they were ruined by rain. I called Frontier customer service and spoke with Michael on 8/12/19 about the damaged boxes and that they were unusable. I let him know that I was disabled and he said that in light of that, no return of the damaged equipment was necessary. One month later I was billed $375.00 for un-returned equipment. I called immediately and spent 3 hours on the phone with 6 different people trying to resolve the issue of the equipment return, what I had been told, the resultant charge, and now being up against the time deadline for leaving the area for the winter. No two people could give me the same information. With each transfer to a new person, I was required to repeat the entire story from the beginning. I spoke with a supervisor who's name was Nicole and she said that the $375 plus tax would be put in suspension pending the return of the equipment. I was able to receive new boxes (much smaller) in time and the equipment was returned and received by them on 10/2/2019. I had a tracking number to prove it. Two weeks later I was direct debited through AutoPay at Frontier for the amount of $380.73. I called customer service immediately and spoke with Rhonda. I told her the story and gave her the tracking number. She promised that she would send the information up to the supervisors and return the call to give me an update before her shift ended. No call. I called again on 10/22/2019 and spoke with Noe. He said that I would have to wait until next month for a refund because the company had to confirm receipt of the equipment and these things take time. I disputed this and asked for a refund right away. He told me that he was putting through a credit that would show up in 3-5 business days. He also would not let me speak with a supervisor. No credit was issued. I waited until the next billing cycle but no credit was forthcoming. I called today and spoke with Edward. I told him a truncated version of the story and asked to speak to a supervisor with whom I was connected. His name was Jim. Jim took the tracking number and said that a credit would appear on my account within 7-10 business days and he gave me a case number for reference.

I am writing this account now simply because I have lost faith in Frontier to tell the truth or keep their word. I am hopeful that Jim is genuine in his efforts and I will indeed be refunded, but I wanted to memorialize what has happened here in case this is just one more ruse.

I called to set up service on 11/6 at 9:30 am and was put on hold numerous times. The sales person said they would have to call me back later to get my service set up. The sales person called me back at 4:00 pm to finally complete my order and she said she would "comp" me the installation fee for all of my trouble in getting set up today. I received my bill today and the $75 fee is there. I called today and spoke to a customer service agent who was rude and said I couldn't speak with a supervisor, I had to elevate my complaint to the office of the president of Frontier Communications as there was nothing in the notes that I would be comped. This is just ridiculous!