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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This company has been nothing but a headache for the past year. We had tech issues which they gave us the run around multiple times for. This is a landline for a seasonal camp we own, and have Frontier as our carrier for basic phone plan. It is mainly for emergency purposes because the camp is on a lake with no cell service around. We have been loyal customers who pay our bill on time and have for the last 5 years. After all the issues with them this year we decided to cancel our account. Got tired of paying a bill when we had static on the line, no dial tone, etc.
I contacted and spoke with a rep (even wrote down her name, ID #, etc. so I could confirm who exactly I spoke with!). She told me that after all of our issues etc she was crediting me the total bill, as well as adding a few extra dollars so we would not receive late fees if this was delayed their end for any reason. I took down the cancellation number, etc for proof. Now I'm receiving a bill for $25, stating that is the remainder after all is said and done. I am NOT complaining over the insignificant amount of the bill, nor am I trying to "pull a fast one". I am so disgusted with the way this company handles their customer service calls/complaints, etc. I always speak to them in a pleasant manner, even when I want to throw the phone through a window out of aggravation (sorry but at least I'm honest!!). I am not the only customer who has experienced this kind of aggravation with this company. I have many friends and family, as well as lake neighbors who utilize their service (mostly for the sake of them being one of the few choices at that location)! I spent another 2 hours with them on the phone today, all while caring for a sick parent with Alzheimer's. Not real simple trying to do both. 2 hours for any call is ridiculous! This should not happen. I'm upset, frustrated, angry. All I wanted was what they promised....which was to be disconnected from their service, and to have a zero balance. I have perfect credit, and I pay any and every bill on time. I do not need to have this hanging over my head because of their incompetence. Nor should I or anyone else be spoken to in the rude manner and tone in which they used.
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 is unhappy with the service she receives when she calls Frontier’s customer service department. Ms. advises that her balance should be at zero.Frontier has investigated the above statements and offers the following response:
Frontier advises that they are working on opportunities to alleviate customer frustration related to customer support. Frontier apologizes to Ms. for her customer service experience. Frontier advises that Ms.’s account has been paid in full and is currently at a zero balance. Frontier spoke with Ms. on December 10, 2019 and discussed 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.
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,
***n
I started internet service with Frontier on 10/22/19. Upon starting service, we were told that if we had our own router, a $10 router rental fee would be waived each month. We purchased our own router and returned the one that they provided. Upon returning it, I was told that I would still be charged a fee unless I paid $200 outright for one of their routers. The customer service person at Frontier, named Chelsea AND the person at Frontier whom I returned the Frontier router to BOTH said that they did not understand the fee and that it does not make sense. Frontier is charging a fee for a service/device that I not longer require or forcing me to pay $200 to cease the monthly fee. This should be illegal.
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. is disputing her bill for services from Frontier. 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 has provided a courtesy credit for Ms. for misinformation provided. Frontier spoke with Ms. on November 11, 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 Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
If we have our own router, we would still be charged the router fee. We’re being charged a fee for something that we do not need since we have our own. This fee is bogus and should be illegal because they are forcing customers to pay for their equipment, even if they don’t have it. And they are forcing customers to use Frontier equipment by not offering customer service for internet issues if they have their own equipment. If I had known this, I would not have signed up for the service in the first place.
Regards
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. is disputing the router fee from
Frontier.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’s position in this matter has not
changed.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I am a new resident in Florida and began service with Frontier Communications and began service in August 2019. I am receiving bills in the amount of $480+ only to find out that another individual's bill (*** - spelling?) is somehow intertwined with mine. I have spent countless hours and numerous phone calls to the customer service department( too many to count) trying to get someone to remedy this situation and get my billing corrected without no progress as of this date. In addition, my main cable box crashed and I had no cable for 4 days. I have an elderly mom living with me and it is her only source of entertainment. I paid $296.05 initially, then a payment of $86.25 after speaking to Kelly on October 5th, employee ID who advised the remedy ticket should be completed by week of October 21. It has not been completed. Every month I must call at least twice and stay on the phone for 2 hours while each rep tries to figure out how to fix the situation. I then spoke to a supervisor, Palace, employee ID who kept advising me her system was not working and finally told me she promised she would call back in 24 hours. No call back. I next spoke to Donna, employee ***, Donna talked to her supervisor and told me to pay $152.57, which was a discounted rate and I should wait a few days and I'll see the corrected billing online. Nope! I am a retired business woman and I can not believe how Frontier does business. It took them a month to bury a cable that was stretched across my driveway and yes, I had to call twice to get that completed.
To be clear, I have the following services: Fios triple play, 4 tv boxes, whole house DVR, WIFI, Prime TV and basic sports which includes the Big Ten Network. I DO NOT have HBO and the rest of the duplicated services on my bill.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that another account was linked to Mrs. account in error.
Our internal department has unlinked the Fios accounts.
Credits totaling $353.20 were issued to the account. Please allow 1-2 bill cycles for credits to post.
The bill cycle is the 24th of the month. Once the November 24th, 2019 bill is accessible I will review. If additional credits are warranted I will issue a manual credit adjustment. If no further credit is warranted I will advised Mrs..
On November 8, 2019 I relayed the resolution to Mrs.. During this contact, I advised Mrs. that I would waive the ETF if she decides to discontinue her Frontier service. I explained to Mrs. that Frontier bills through the end of the bill cycle date. I advised Mrs. that I would follow up on the November and December bills to ensure the issue has been resolved. Mrs. has my direct contact number should she require further assistance regarding this matter.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Per my conversation with Frontier they will monitor my account to be certain that the billing moving forward will be correct.
Regards
Got offer a no contract offer and when the bill came I called and they said is a 2 year contract and can’t not be changed.
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 contract with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier attempted to contact Mr. to address his complaint but was unsuccessful. Frontier sent Mr. an email to the email address provided on the complaint with direct contact information to a Frontier supervisor.
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 changed address July 2019 my services have been moved to new address but has not worked I have reached out to them several of times they told me they were going to resolve the matter & they have not! The issue is ongoing & I told them I no longer want service yet they have not sent the items for me to return modem & they are still billing me! I would like this to be resolved! I am supposed to have a zero dollar balance! Also charging me an early termination fee because a default with their services! Today I received a bill for over $109.00 please help
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:
Frontier internet service failed to work properly when she moved her service to a new address. Frontier did not resolve the issue. Ms. canceled her Frontier service and was charged an Early Termination Fee. Ms. would like credit for the Early Termination Fee and her balance to be zero. Frontier has investigated the above statements and offers the following response:
Ms. requested that her service be transferred on July 30, 2019.
Ms. canceled her Frontier service before resolution and an Early Termination fee was assessed.
Frontier has issued credit to clear Ms.’s account to zero.
Ms. will receive a closing statement reflecting a zero balance within 30 days.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
In September, 2019 I was promised a free upgrade to high speed Internet. I was told that a technician would come to my home on October 1, 2019 FREE OF CHARGE to install the internet speed upgrade. While on this same service call, the technician replaced three television remote control devices, but did not inform me that I would be charged $15.00 per remote for a total of $45.00. In addition, I was charged $75.00 for the service call. In addition, I discovered that the Internet upgrade is an additional $41 dollars per month. In October, we were told we would be credited $80 for several days of no television service, we were only credited $67 - I asked for the remaining $13 to be credited, this was not done.
I called today to request that Frontier reverse the charges since we were promised a FREE upgrade, unfortunately, they denied ever offering us this promotion. Agent Terry ID#*** stated that there was no supervisor available to resolve this issue.
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 charges that he was billed for installation and equipment.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. had a speed upgrade that took place on October 1, 2019. Frontier advises that when Mr.’s bill generated on October 16, 2019 he was billed $75.00 for an installation fee, $44.97 for three remotes and an increased package price difference that was also prorated.
· On November 5, 2019 Frontier applied adjustments for the installation of $75.00. Frontier also applied additional credits for the remotes, service and equipment price differences in the amount of $213.13.
· Frontier advises that as of Mr.’s latest statement on November 16, 2019 Frontier has determined that he has the correct pricing for his service bundle which was corrected on November 5, 2019.
· Upon review, Frontier would not need to apply any additional adjustments on Mr.’s account to correct the billing or service fees.
· Frontier has made several attempts to contact Mr. regarding this issue and was unsuccessful in speaking with him. Frontier has mailed Mr. a letter with direct contact information if he needs any additional assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
I called to hear about their deals because I was moving and needed to get internet. I spoke to a man named Josh. I initially stated that I wanted the service, but I misunderstood the connection speed that would be provided. After, clearing up that he said I would be receiving 6MB as apposed to the 60MB I told he that I no longer wanted the service. This was all done during the same call. He told me that he was unable to process the cancellation and that I would need to call a different number. He connected me to another customer service representative that told me that my order did not exist. He also mentioned that he found it strange that Josh was not able to process my cancellation himself. I asked he multiple times if there was anything else I had to do and he assured me that everything was taken care of.
About two weeks later a self-installation kit and a bill was in front of my door. I called frontier immediately and told them the issue, they filled the disputed and told me all I could do is wait. I called back every week for about a month and each time a called they did something new. It wasn't until the third or fourth time I called that they actually closed the account so that I would not receive any future charges. At this point they continue to tell me all I can do is wait. I do not want to wait any longer this same situation happened to a friend of mine and they were sent to a collections company. I don't want to risk that.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was billed after requesting to cancel Frontier residential order. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued the appropriate adjustment.
Frontier advises the account has been closed with a zero balance.
Frontier has provided direct contact information if Mr. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I am currently billed for a router/equipment rental at $10 a month. I purchased my own router and was told by a frontier representative to return my equipment, which I have done with documentation from UPS. A month after returning my router I viewed my bill and the router rental charge was still on my bill. I called and talked to the Frontier customer service representative and was told they could waive this fee this time but could not take the rental charge off my account going forward and I would need to call every month to get the router rental fee off my account. This is contrary to what I was told signing for Frontier Internet Service, as I was told that I could bring my own equipment and not pay a rental fee. This seems like an unfair burden to place on me or any consumer to have to call to have a rental fee taken off an account every month when I don't have any of their equipment
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. is stating that he was told to return Frontier equipment and that charges will be taken off the account. Mr. states that he is still being billed for router fee after returning the router last month. Mr. wants router charges to be permanently removed from the account or be released of the contract.
Frontier has investigated the above statements and offers the following response:
Mr. agreed and accepted to take the promotional discount towards router charges at the time service was ordered ($5.00 off the router charges) Router Promotion REQUIRED the customer to lease the Router with two year contract. Only customers choosing Lease Option were eligible for Half Off Router for 12 months. This agreement included that for the second year of the contract router charges will be $10.00 per month. Mr. could have purchased the router from Frontier at time of sale instead of lease.
There are no “bring your own router options” with Frontier as Frontier’s technical support is unable to assist with service issues if customer is not using Frontier router.
Mr. is welcome to get the router from Frontier as Frontier is unable to remove router charges from billing. Mr. has my direct number to reach me, I will be happy to arrange shipping of modem. Mr. can also speak with technical support and ask that router be shipped to him.
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.
I have purchased the exact router that I had been renting from frontier. I do not need to get a frontier router just to have them charge me $10 a month. Again, from the beginning, it was never communicated to me I would not be able to return the equipment and have the rental fee stopped and to the contrary was told I could return the equipment. As evidence that I am currently using Frontier internet, I have a router that works, the exact model I was renting, so there is no issue with receiving the internet service. I was told by the agent when I signed up for the service as well as the agent that sent me the return kit it I would have the charges stopped and I would like for you to keep your verbal contract. If you are not able to keep your verbal contract, that is a breach and therefore the 2 year contract invalid.
Regards
Thank you for referring Mr.’s additional concerns to our office for review. We appreciate him bringing his concerns to our attention.
Mr. states that:
Mr. is stating that he has purchased a router and internet is working fine. Mr. states that he never knew that he will not be able to return the router. Frontier has investigated the above statements and offers the following response:
Mr. may not have any problems receiving internet service but if there are any problem or service needs to be repaired in future, Frontier’s technical support will not be able to trouble shoot as they are trained to trouble shoot only Frontier’s router. There are no “bring your own router options” with Frontier.
Mr. could have purchased router form Frontier at the time service was ordered. Mr. choose to lease which is for two years with scheduled increase in the lease pricing after one year. Information regarding contract, router being leased for two years and scheduled increase in the price of router lease after one year, is provided to Mr. every month via monthly statement and has not changed since the first bill sent to Mr..
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 renewed my cable subscription with Frontier Communications, order number *** with our local Frontier store. Brad was the consultant. Gave us a copy of the contract for one year at $121.98 plus tax. We get an email 3 days later telling us our new bill is $207.91 with tax. Its called bait and switch. I've been in contact with their corporate office in Conn, and thy told me that they will not abide by my contract. I have it in writing.
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 his email confirmation does not match the price quoted. Frontier has investigated the above statements and offers the following response:
Frontier advises we provided Mr. the amended quote as soon as this was brought to our attention. Frontier Communications, like all telecommunications service has competitive pricing. If a quote you receive is inaccurate it is the consumer’s responsibility to advise us and it is Frontier’s responsibility to provide you a new accurate quote. Frontier cannot offer you or any of our customers a unique price point. This information is explained extensively in our Terms of Service which can be located at WWW.Frontier.Com. As a consumer it is well within your rights to bring this to another party for review if you would like. We appreciate the feedback and will address any and all coaching opportunities that may help us improve from this experience. Frontier appreciates your time and patience. Frontier has confirmed Mr. has been provided the appropriate credit on the current bill, and has a disconnection order already in place.
Frontier has advised Mr. of the above.
Frontier has provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Whiling signing the internet service, the salesman told me I will get a $100 gift card and a free one year *** membership, but I never get them. Then the salesman told me after paying three months bills I will get them, but I still did not get them. Besides the monthly bill have extra $10 per month for modem rental which can't be waived even though you use your own device according to other costumers. I had asked the salesman when signing the contract, he said there won't be any extra fee.
The Complaint states that:
Ms. advises that she has not received the promotional rewards promised to her at time of ordering her Frontier service.
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 both the *** Reward Card redemption instructions, as well as the *** Offer redemption instructions were emailed to Ms., to the email address she provided at the time of ordering. Both emails were sent on October 6, 2019. These instructions were resent on November 6, 2019.
· Frontier advises that we spoke to Ms. on November 6, 2019 to advise of the above.
I called to inquire about lowering our bill on 10/09/2019. We originally had monthly 75/75 internet (speed) service for $87.99 and the "Freedom Essentials" with free long distance phone (a hard-wired land line) for $30.00. I was told we could "bundle" for $80 a month and go to 500/500 internet speed with that. I agreed, and then our phone stopped working. Called tech support and the person immediately recognized that we had a hard-wired land line and they had switched us to digital, which we are not set up for, nor did we want. Was forwarded to customer service where the person told me that she could get the phone back to hardwired and we could get our regular 75/75 internet for $29.99 a month. She said the phone should be working within 30 minutes. Two hours later the phone was not working so I called tech support back. That person could not figure out why it wasn't working and told me a technician would contact us in the next 48 hours. I received a message on my cell phone the next day from a technician who stated he was at my house. I called back and left a message stating we did not need a technician, we just need the phone switched back to hard-line. At some point that day the phone came back on. I received an email that the bill was available to view online, which I did not ask for paperless billing, and have yet to receive a bill in the mail (today is 11/03/19), The bill is charging us $79.99 for 50/50 internet service (which is lower than we had) and the phone charges are now $59.25 ($22.50 residence line, $8.50 call forwarding, $9.50 three-way calling, $11.75 caller ID w/name and $7.00 sensible minute plan) plus an additional Frontier Com of America charge of $45.20 (which I was later informed were long distance charges). I called them that evening on 10/23, explained that nothing was as I had been told, was told he was checking on the account and 20 minutes later I got switched to another person. Told that person the situation and then got disconnected. Called back again. The person tried to get me into different "bundles" and I was told that they needed to send out a technician. I said all I want is for my phone bill to go back to the way it was and pay the $29.99 for my same internet. They couldn't explain why a technician had to come out and transferred me to tech support, who was not sure why they transferred me to them as it was a customer service thing, and unfortunately he couldn't transfer me back customer service closed at 7:00. Called on 10/24, was told I was not an authorized person on the account, this after I have been talking to several other people and was authorized each time. Asked to speak to a supervisor. Explained the situation, was told I was being transferred to customer retention and was disconnected. Called back again, still 10/24 and spoke to customer retention. I asked them to listen to the recording of the conversation on 10/9, where I was quoted the price and told phone service would stay the same. They said they would look into it and a rep would call back in 7-10 business days. Called back on 10/27, still wanting to get some of the fees removed and the person said that the best course of action was to leave everything that way it is until they make a decision based on the phone recording. Was told that normally they notify you by email and it is usually within 72 hours. I then called back again on 10/30 to check and was told there were no notes in the account. They have not looked at it yet. She did not know how they notified people, or how long it would take. Called again 11/1, was told that he did not see anything showing that they were looking into anything. Each time I spoke to a representative, they couldn't just get my plan back to the way it was. I told them I did not need call forwarding, three way calling, caller ID with name, and I asked them what was the "Sensible Minute Plan" they have me on. No one knew what that meant. According to the Frontier website, it says it is .11 cents a minute. So it that is the case, how can I have $45.20 in long distance charges for two long distance calls. I have names, and dates, as well as the time of day I spoke to the representatives.
The Complaint states that:
Mr. advises that he is disputing his most recent amount billed by Frontier. Mr. advises that he did not receive the services he was promised following a quote to change his Frontier services.
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 a credit will be applied to Mr. account, for the difference between what he was billed for services, and the package that was offered but not put into place.
· Frontier advises that Mr. has a pending port out order to change to another provider.
· Frontier advises that we spoke to Mr. on November 8, 2019 to advise of the above.
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 was contacted on 11/08/19 by the Corporate Office. The person that called apologized and stated that she would look into the matter and send an email to our email address on file on Tuesday 11/12/19, that would show what our bill had been lowered to. As of today, 11/13/19 at 5:44 PST, I have not heard back from them. At this time I do not feel that the issue has been resolved as I have not received anything in writing as to what they are going to do regarding this matter.
Regards
The Complaint states that:Mr. advises
that he is disputing his most recent amount billed by Frontier. Mr. advises
that he did not receive the services he was promised following a quote to
change his Frontier services. 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 credit was applied to Mr. account on December 18, 2019.Frontier advises that a refund check was issued to Mr. on January 7, 2020.Frontier advises that we discussed this complaint with Mr..
I have canceled service before it was set up because of false information that was given to me about coverage area. I contacted the President of Frontier communications and was told there is very little service in my area. Money is being stolen from my account through autodraft that was set up by Frontier. I have contacted the President by phone and email with no luck. I have called customer service with no luck only to be hung up on. I have internet service with a different company so this is really causing me financial problems.
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 is charging him for services that they are not providing. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Mr.’s account and advises that a service order was completed but services were not installed at Mr.’s house.
Frontier has cancelled the accounts under Mr.’s name and will provide a full refund of service charges billed to Mr. along with any deposit paid to Frontier.
Frontier spoke to Mr. on November 6, 2019 and advised of the above information.
Frontier has set up a follow up with Mr. after November 23, 2019 to ensure accuracy on the final statement.
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 keep getting billed for equipment that frontier says I did not return but I did on a cancelled account .I provided proof of delivery and frontier reps have confirmed that the equipment is in their inventory, yet I keep getting billed.
The Complaint states that:
Mr. is disputing charges for unreturned equipment. Frontier has investigated the above statements and offers the following response:
Frontier advises the equipment has been returned and credited back to the closed account as of November 2, 2019.
Frontier spoke with Mr. on November 8, 2019 and reviewed the above
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
Frontier has not addressed, attempted to fix, or offered compensation for not providing me with the internet speeds I pay for each month
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states she is not getting the Internet speed that she is paying for. Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. is subscribed to Frontier’s Internet core which is billed at $20.00 per month plus the modem fee and any applicable taxes and surcharges.
Frontier’s Internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed”.
The tier to which Ms. subscribes is Internet Core, with a maximum provisioned speed of 6Mbps. Ms.’s service is provisioned at 6Mbps.
Frontier finds no records of any repair tickets being issued on Ms.’s account since it was connected on May 7, 2019.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
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.
I was given a promotional rate in November 2018 that was never applied to my account which is stated on my November 2018 statement. In January 2019 to February 2019 my cable skyrocketed to over $300 in one month for basic cable. I called multiple times and no one there can do basic math, you are transferred from department to department and no one solves the problem and promises a call back which they never return. There is no follow up, no call back, and no resolution to the problem. I have spent hours and hours talking to Frontier representatives that have no clue of what they are doing and lie. My conversations are recorded and I want the tape pulled. I cancelled the service in March 2019 and Frontier bills you until the end of the month (unethical) even when I cancelled the service in the beginning of the month. This was false advertising for a promotion on my statement that was never applied and now I have a $700 bill for basic cable & internet for 3 months. I have no home phone service with them.
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 to make sure her bill is correct Frontier has investigated the above statements and offers the following response:
Frontier reviewed Ms.’s bills and found that she for two of the bills she was charged for equipment and a higher rate for the service then she should have.
Frontier issued a credit in the amount of $168.64 to correct the additional charges.
Frontier spoke with Ms. 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.
Account No.: ***-5
Name: ***, 225 S. F St., Oxnard, CA 93030
Frontier's router, which they charge $10.00 per month for, was not operating properly. I only received internet in ONE ROOM (10x10) of an entire house. A technician came to resolve the issue. The issue was unresolved. Frontier sent a new router. The new router provided the same unacceptable service - internet only in ONE (10x10) room. A second technician attempted to resolve the issue. The issue was still unresolved for a second time.
On 9/23/19, I returned the router:
*** Serial: *** UPS Tracking No.: 1ZRA*** Frontier continues to charge the $10.00 per month router fee even though the equipment was returned. I wrote them on 9/23/19, 9/30/19 and 10/8/19 requesting the $10.00 per month fee be removed.
Their equipment was faulty. I am not renting their router. I returned the router on 9/23/19.
I purchased my own router, which works perfectly. Frontier's equipment is faulty.
I spoke with Kelly at Frontier (Office of the President), who explained: "Frontier has no way to take the fee off".
After three letters and two phone conversations, Frontier refuses to remove the $10.00 per month rental fee for their equipment, which was returned.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
*** states Frontier’s router was not operating properly. She only received internet in one room in her entire house. *** states the router issue was unresolved even after two attempts by techs to fix it. *** states she returned the router to Frontier. *** states Frontier continues to bill her $10.00 monthly for the router even though she returned it. *** wants Frontier to remove the $10.00 monthly router fee and provide a partial credit for September 2019 for $3.33. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** and informed her that per tech notes from July 2019 tech explained Wi-Fi is not guaranteed. Tech advised *** to have extenders placed and she declined. She will not purchase any other devices. He informed her to hardwire devices and she declined.
Frontier informed *** that the router is equipment provided with every service order and specifically designed to work with Frontier’s service. The advertising and residential internet terms and conditions make clear that Frontier service includes equipment charges, such as the router charge, and neither advertisements nor terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, Frontier’s router charge continues to apply.
Frontier cannot support or repair non-Frontier equipment.
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: Kelly Etherton Department: Executive Relations
Telephone Number: 8443204445 x1122578 Fax Number:
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's response does not resolve my complaint; it simply restates what has occurred to date. Frontier's equipment is faulty. They replaced a router, but it did not work properly either (only provided internet in one 10 x 10 room).
Frontier states, "......buy a wired connection or additional $20 per room equipment." I purchased WIRELESS (NOT WIRED) internet. I do not want a "wired connection". I don't want to buy (from Frontier) additional $20 per room equipment, which would be an additional $120 per month! This is a SCAM!! They offered wireless internet. When their equipment does not work properly, they offer an additional $20 per room solution, but want to continue billing for the original faulty equipment. (I purchased my own equipment, which works fine.)
I'm a disabled senior citizen. They're are clearly attempting to take advantage.
Their equipment did not work properly and was returned. I will not pay for faulty returned equipment.
I contacted Frontier numerous times - by letter on 9/23/19, 9/30/10 and 10/8/19 and by telephone on 10/10/24/19, 10/29/19, 11/8/19, 11/15/19 regarding the issue, but they refuse to resolve it.
Regards
Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate her bringing this matter to our attention.
The rebuttal states that:
*** states Frontier’s router was not operating properly. She only received internet in one room in her entire house.
*** states the router issue was unresolved even after two attempts by techs to fix it.
*** states she returned the router to Frontier.
*** states Frontier continues to bill her $10.00 monthly for the router even though she returned it.
*** states that Frontier offer was a $20.00 per room solution but want to continue billing for the original faulty equipment (she said she purchased my own equipment, which works fine.)
*** states she is a disabled senior citizen.
*** states Frontier’s equipment did not work properly and was returned.
*** states she will not pay for faulty returned equipment.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** and informed her that per tech notes from July 2019 tech explained Wi-Fi is not guaranteed. Tech advised *** to have extenders placed and she declined. She will not purchase any other devices. He informed her to hardwire devices and she declined.
Frontier informed *** that the router is equipment provided with every service order and specifically designed to work with Frontier’s service. The advertising and residential internet terms and conditions make clear that Frontier service includes equipment charges, such as the router charge, and neither advertisements nor terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, Frontier’s router charge continues to apply.
Frontier cannot support or repair non-Frontier equipment.
Frontier’s spoke to *** on November 22, 2019 and informed her that the 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 rebuttal. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
The internet service in my home is very very slow or none existent. When I call to complain mostly they tell me there is nothing they can do or one time they promised the would upgrade my antique router( which they told me it is) and they would increase my mega bites or whatever it is from the current 5 to 12.The day they were supposed to be here the repairman called and said he can't do that that they should have never should have promised me that. I don't know what it would take to upgrade the internet but they do nothing. We also have a land line phone with them. Whenever I try to call to get something done I spend 30 to 60 minutes on the phone and accomplish nothing. Also my bill increases almost every month. I have called other companies to try to switch service and as soon as they hear I have Frontier they tell me they can't come here. Frontier truly has a monopoly.
Frontier Communications
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
· Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
· 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 also advises that the available Internet speed depends on the distance from the nearest Frontier serving node.
· Frontier has spoken with Ms. regarding her service.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Donna M Department: Executive Customer Relations
I have been a 30+ year customer of Frontier Communications (formerly Rochester Telephone). I had both landline telephone and Internet service. I decided I no longer needed telephone service and cancelled. I was told they needed to send a technician and that I would be charged for it. I told them I know they only needed to turn off the dialtone at the central office and that no technician visit was needed. They said they would waive the technician fee. I made an appointment for a Friday afternoon but they showed up at my home the day before at 7:30 AM. A technician told me they did not need to get inside but did need to reset my Internet connection. I do not know why because the "retention specialist" told me I would have the same service. But, once the phone service was shut off, my Internet speed (specified as 6 Mbs and measured by me using Frontier's own speed test at 5.7 Mbs dropped to 2 Mbs. I called to complain and a service call was initiated. The service was scheduled for Friday between 1PM and 5 PM. I took an afternoon off from work to be there but no one showed up, called or texted. I called the repair department and was told that the repair had to be escalated to a different technician who would be working until 7 PM. But the problem was not resolved and I was not contacted. Meanwhile, I receive a bill that included the techinican fee that they said would not be charged but showing credits of about $140. BUT, the credits were ADDED to the bill rather than subtracted. I called customer service and was told that a billing complaint would be filed.
I cannot believe that a company like this would continue to be franchised to provide service. Unfortunately, there is only one other choice for Internet service in our area and their reputation is just as bad.
The Complaint states that:
· Mr. advises he is disputing the charges on his bill.
· Mr. advises that he is experiencing issues with his Frontier internet speed since removing phone service.
Frontier has investigated the above statements and offers the following response:
· Frontier apologizes for the inconvenience this issue has caused.
· Frontier advises that a credit was issued on October 19, 2019 for the disconnection of Mr.’s phone service.
· Frontier advises that a new modem was shipped to Mr. and received on November 8, 2019.
· Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information was provided via email and voicemail.
I cancel my account sept 2018
Frontier reopened with out my consent and charge my bank account on file
When I dispute frontier told me if I want I can cancel again to not get charge another time
How many customers they go thru they account and just reactivated there account to charge fee?
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing billing for services requested disconnected. Frontier has investigated the above statements and offers the following response:
Frontier advises the account has been disconnected and the final billing of $ 308.40 has been credited back to the closed account and will go thru the refund process. This credit will appear on next statement in December 2019.
Frontier contacted Mr. 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.
We had Frontier installed in Wednesday Oct 9 – the installer was great, very professional and fast – he answered all our questions and we were excited to have the new system. Then Friday Oct 11 9:00AM came and the new lawn person ran over the wires in the front yard - they were not buried yet (to be buried 2 weeks later). We had no service.
We both work at home, on the computer & phone all day so it’s a big deal if we don’t have internet and phone. I called Frontier immediately and after being on hold for an hour and moved from department to department, we finally got an appointment for Monday afternoon 1-4 for the tech to come. That meant we were without internet & phone for the weekend (I work weekends) and was going to have to take Monday off and not work while I waited for the tech to come. I called back again on Friday afternoon, Saturday and Sunday to see if a tech could come out sooner…. In the meantime, I had to drive to Lakeland to go into the office so I could work. I spent a total of 5+ hours on the phone with Frontier trying to get a sooner appt.
I can not have this type of service delay because of my job. I need the phone and the internet to be available 24/7 or I must drive to Lakeland (sometimes in the middle of the night) to handle helpdesk support for Medicaid members.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier’s investigation found that Ms. installed Frontier service on October 9, 2019 and lost all service on October 11, 2019 when the line was cut by a Landscape contractor.
A Frontier representative issued an out of service credit to Ms.’s account on December 6, 2019 in the amount of $114.06.
A Frontier representative sent an email to Ms. on December 6, 2019 to advise.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you so much for your help, and thanks to Frontier for resolving the issue.
Regards