Frontier Communications

I have lived at my current residence for 9 years. The entire time, I have had terrible static, buzzing and at times, no dial tone at all on my land line. Frontier Communications has been my land line provider this entire time. For 9 years I have accepted Frontier’s explanation that there will always be interference on my line because they are older. I have put up with the interference on my line, and have only called in for repair when the line has been out completely or unusable. I needed my land line because cell phones don’t work well out here. The phone line service has been progressively getting much worse over time. I have talked to countless technicians that have come to my house in an effort to put band-aids on much more serious issues with the phone lines out here. I do live in a somewhat secluded area, and there aren’t many houses around me, so I get that Frontier doesn’t want to invest a lot of money into this area. Over and over I am told that the lines will never be fixed as they should be because it is not cost effective for Frontier to do that in my area. So every time it rains or there is moisture on these lines, our phone lines become unusable. This last episode over the past two months has been the final straw for me. I don’t recall one time in 9 years that I have asked for a credit back on the dozens and dozens of times I have been without service. Now Frontier expects me to pay for recent services they failed to provide. The constant run around, the lies, the delays, expecting people to constantly call and wait on hold is unacceptable, extremely unprofessional and unethical. No one should ever be treated in the way I have been as a loyal Frontier customer. I do not feel that I should have to pay the full $43.17 I have been wrongfully charged. Yes, it’s not much money, but this is more about addressing the terrible customer service. Frontier should be ashamed of themselves. I hope no one else has to go through what I have. (See below)

9/3/19 Using the automated phone system, I reported that our land line was completely unusable (once again). (Repair Ticket #9080142) Buzzing and crackling extremely loud. Automated system stated that a repair technician would be out to repair the line. As time went on, I started receiving very confusing text alerts regarding the status of the repair. (NOTE: I have actual screen shots of all these communications if you would like to see them) In summary, they are as follows:
9/3/19 1:41pm – TEXT ALERT-Your scheduled appointment is 9/9/19
9/3/19 5:57pm - TEXT ALERT Your technician will arrive 9/9/19 between 6-8pm (NO CALL/NO SHOW)
9/10/19 8:00am - TEXT ALERT Due to an unexpected delay, appointment has been moved to 9/20/19 between 1-5pm
9/11/19 5:18pm - TEXT ALERT Your technician will arrive 9/11/19 between 5:30-8pm (NO CALL/NO SHOW)
9/12/19 8:00am - TEXT ALERT Due to an unexpected delay, appointment has been moved to 9/12/19 between 1-5pm
(NO CALL/NO SHOW)
9/12/19 4:18pm - TEXT ALERT Due to an unexpected delay, appointment has been moved to 9/13/19 between 1-5pm
9/13/19 8:01am - TEXT ALERT Your technician will arrive 9/13/19 between 1-5pm (NO CALL/NO SHOW)
9/13/19 4:41pm - TEXT ALERT Due to an unexpected delay, appointment has been moved to 9/17/19 between 1-5pm
9/16/19 9:01am - TEXT ALERT Your technician will arrive 9/17/19 between 1-5pm (NO CALL/NO SHOW)
9/17/19 8:02am - TEXT ALERT Your technician will arrive 9/17/19 between 1-5pm
9/17/19 2:00pm - TEXT ALERT Technician has been dispatched to resolve issue
9/17/19 3:22pm - TEXT ALERT Technician is working on issue and will contact you once work is completed
I checked my phone line the morning of 9/18/19 to see if I had service. The line was not repaired at all. ( NOTE: I have audio and video of my phone line if you would like to see/hear them) I never received any communication from the technician as stated in the last text message I received. I also did not receive an updated text message as I had been receiving, so I logged into my account on line to check the status of this repair. To my surprise and frustration, the status said REPAIRED.
9/18/19 I immediately called Frontier, and requested another repair ticket using the automated service. (Repair Ticket #9096049) Automated system stated that a repair technician would be out to repair the line on 9/27/19.
These are the text alerts I received following my call:
9/18/19 7:55am - TEXT ALERT Your scheduled appointment is set for 9/27/19
9/27/19 5:01pm - TEXT ALERT Your technician will arrive 9/27/19 between 5:30-8pm (NO CALL/NO SHOW)
*** There was a message left by what I assume was a frontier technician left on our land line. But it was completely inaudible. (NOTE: I have audio and video of my phone line if you would like to see/hear it)
9/30/19 *** There was a message left by what I assume was a frontier technician left on our land line. But it was completely inaudible. (NOTE: I have audio and video of my phone line if you would like to see/hear it)
10/8/19 That afternoon, I followed up with Frontier by calling customer support. I explained to her the situation, and that my line has been out for over a month at this point, that the repair was not done as stated. I explained to her that our cell phone service is very poor out here, and we really rely on the land line… especially in emergencies….. I was only told that they could try to have it repaired sooner, but she could not guarantee it, and she would not escalate it. I questioned why the technician did not contact me on my cell as that is the contact number on my file, and asked her why are they calling my land line when the line is not working at all. I verified with her that my correct cell phone number was in the system. She did not have an answer for this. I told her there was no way I was going to pay my bill until this was resolved. She told me I would have to pay my bill, and once it was fixed, I would be reimbursed. I told her I was not going to pay for services I have not receive, and Frontier should not expect me to. She was more concerned with selling me other Frontier products rather than listening to my plea for help and support. She put me on hold as she communicated with a technician to confirm that the status of the repair was open or In-process. Through all of this, I was literally on hold at my job for about 40 minutes…and got nothing resolved. She transferred me to Technical Support so that I could speak to someone directly, but there was an additional wait. I could not be on the phone any longer, as I was at my job. I did however schedule a time through the Frontier automated system to have a Technical Support person contact me at a time of my choosing. I set up a time for the following day at 4pm.
10/9/19 I never received the Technical Support call at 4pm as I had scheduled with the automated system the previous day.
10/10/19 I thought I would try something different and started a CHAT Session after logging into my Frontier Account on line. Simply wanting to get some answers. (NOTE: I have actual screen shots of all these communications if you would like to see them) Again I explained the issue with not having service, technicians not addressing the issues or contacting me, the delays, not receiving the automated call, my bill situation, and begging for a supervisor to please contact me. In a nut shell, I was told to call the main Frontier number to talk to a supervisor. Chat session was a total waste of time.
10/12/19 9:00am - TEXT ALERT Due to an unexpected delay, appointment has been moved to 10/14/19 between 1-5pm
10/13/19 9:00am - TEXT ALERT Your technician will arrive 10/14/19 between 1-5pm (NO CALL/NO SHOW)
10/15/19 9:20am - TEXT ALERT Your technician will arrive 10/15/19 between 12-1:30pm
10/15/19 2:19pm - TEXT ALERT Technician has been dispatched to resolve issue
10/15/19 2:38pm - TEXT ALERT Technician is working on issue and will contact you once work is completed
*** A Frontier Technician called my land line. When I answered, I could barely hear him, but at least he was somewhat audible. He said he would stop by my house quick and check my line going into the house. When he arrived, he confirmed the lines going into my house were good. He explained that there was a tree down on the lines quite a ways away off of Hwy. 17 that no one has fixed since the last storm (over a month ago). By removing the tree, the line was not fixed, but at least it was usable. As with every technician I have talked to over the past 9 years, he told me that my issues will not go away. There will always be buzzing on my line, and basically Frontier will not fix the issue because it is not worth the cost. The lines are old and any time moisture comes in contact with the lines, I will especially have issues. I asked this technician if he could have his direct supervisor to contact me. He said he would tell him, but I never did receive a call. He also told me that he would have someone call me with respect to my bill because he agreed that I should not be charged for not having a usable phone line. I never received that phone call either. He said the repair ticket would remain open.
10/16/19 Phone lines completely unusable again. Called Frontier to completely cancel my service. (Confirmation #0418996053) As usual, they had me on hold for an exceptionally long period of time. Finally got through to someone. Explained everything all over again. Told her I’m closing my account, and I will not be paying my bill for the time I did not have service. She told me that the time out of service goes back to the previous billing cycle, and that I would have to pay that because they only can credit for the current billing cycle. I told her I had been out of service for well over a month, and I should absolutely not be expected to pay that. She went on to tell me that because I am cancelling my service she can’t credit me. Baffled, I politely demanded to speak to a supervisor. She reluctantly placed me on hold for a long period of time. She then came back on the line and told me she was transferring me to a supervisor as I had requested. In my disbelief, I was transferred to a line that I listened to ring for almost 20 minutes. I then realized that Frontier had no intention to listen to my concern.

Signed up for internet service the service never worked and now they are trying to make me pay a months bill for service that never worked and still doesn’t work. Plus they owe me money back for a deposit.

I stopped using fronteir fios on June 6, 2019 due to every bill being wrong. I then have tried to settle my last bill for over 5 months now. They have added over 200 for the month of June even though I did not have service. I have made more than 15 phone calls regarding this matter and each time I am assured it will be handled. They have now reported me to a collection co even though the matter is currently in dispute. I just want to pay the correct amount and have this removed from my report. I am tired of spending hours on the phone to no avail. your help is appreciated. Thak you

On June 3rd, 2019, OUr TV and Internet went out. We called Frontier and they walked us through the steps to get it back on. The problem was outside on the pole. They said they couldn't fix it until the 11th of June. WE called back to make sure. We kept calling to see if the date could be moved up to no avail. On the 4th of June we called again and again and asked about the fix date, still the 11th. Then we called again to make sure again. On the 5th we called and they said the same thing. The 11th. That was still unacceptable. We have a business based on selling our items on the Internet. So, after calling and calling and getting the same answer- the 11th, we called and cancelled Frontier.
The billing cycle started on the 4th. We didn't have service at all and they are charging us for the rest of the month. We got a credit for the one day-- the 5th. Because the billing cycle didn't end till the 26th, we were charged 112.95. Now they have sent it to collections and we are disputing it.
We had called *** to see when they could come out and get us service and they said the next day, so we cancelled Frontier and got ***.
It is not fair to charge us for service we didn't have, and, since we ended up cancelling, we shouldn't be charged for service we didn't have or cancelled.
Understand, if we had had service but didn't use it, that's on us, but our service went out and when we couldn't get it on in a timely manner, we cancelled. We shouldn't be charged for service we didn't have.

Have had noise on our landlines since before 7/12/19 when I first reported problem to customer service.often put on hold or transferred only to be cut off and have to start over. Numerous tickets opened and we were told problem resolved. We were told at times someone had to be home for technician, and no one would arrive. 9/11 we were told problem was with a buried cable and it needed to be worked on. in all of this some people were nice but they couldn't follow thru and give us specifics; others were "clip". On 9/16 spoke with Leah who said she was an "escalation specialist" with the company. Her response to the list of dates and failure of resolution was to say we would get a $25 credit. Have spoken with Rick the technician who was out here and has texted on numerous occasions when I would tell him the problem was still not resolved and he stated he would refer this to his supervisor. We did have an area dug up in our front yard about a month ago, but still no resolution or communication unless I text Rick and he says he will let supervisor know again. We can use our land line. but it is so irritating, we try to use cells. I have dates, people names and ticket numbers documented.

2 month process to cancel my services with Frontier. I had to wait 1 month or be charged a penalty fee for cancelling early.
I called back as instructed to cancel, and representative said I had to wait 4 more days. I tried to explain that I was instructed to call on a specific date to cancel. She said she would cancel the service and I would have a $0 balance.
I called 10/31/2019 to verify my services were cancelled. I was on hold for 1 hour! My services did not get cancelled. Finally spoke to someone and they wanted to bill me for the next month. That got waived, but now I have a $9.99 plus tax charge for canceling. No body told me of this.
I have had nothing but issues with customer service, not to mention my internet services crashed at least 3 times a day.

I signed up for Frontier internet for a monthly charge of $34.99 in 2016. At that time, nothing was mentioned to me about promotional pricing or any increase in my bill at a later date, either over the phone or in writing. In 2018, my rate was raised without notifying me, other than fine print on my bill (which is only available to view online by logging into my account, which I rarely do because the bill was set to auto-pay). Frontier then claimed that the pricing was only promotional. Then last year they added a $3.99 charge they call "Taxes and Other Charges". I have contacted them and they have refused to tell me whether this is an actual tax they are required to charge or just an arbitrary fee they added to raise my bill. I have spent several hours on the phone and by email with their customer service and they have refused to resolve this issue. They have even admitted to me in writing that it is their policy to notify a customer when pricing is promotional, which they did not do with me, and they continue to refuse to rectify the issue.

10/31/2019
Contacted: FCC, Public Utilities Commission Oregon State, Oregon State Fish & Wildlife
Technicians are scheduled but never show up. Techs came on days not scheduled letting themselves into a gated community marked "no trespassing" without permission. They installed a temporary line and left it lying on the ground with the connections susceptible to the rain (it has rained almost every day for the last month). We are in a rural area and a cable lying on the ground is at risk of being damaged by wildlife. It remained like this for more a month at this point. A couple of days ago I found a young deer tangled in the temporary cable lying on the ground across the front 4 acres of the property.
Some days I don't have a dial tone on the landline. If I am able to make calls out it is muffled, echoing, wind-like sounds, etc. Calls will spontaneously drop.
We were told that the internet we ordered would handle 10 electronic devices at the same time using Wifi and all would be able to watch or download a movie without a decrease in the speed. We cannot download a movie on one device plugged directly into the wifi router, let alone 10 devices on wifi. Our wifi alarm system cameras are all the system can handle and they only use Mbps when they are motion activated. The sales rep was told we would have a wifi security system & we would be using the internet to make wifi calls on the cell phones.
Now they are robocalling me because I refuse to pay for services that I am not getting in the amount I was told it would cost. In addition, I did not sign up for robocalls. On the last 3 robocalls, the line went dead in the middle of their call.
Numerous FCC complaints were filed with Frontier lying about fixing the problem. The service was installed on May 26th and I am still having problems with them. The person assigned to handle the FCC complaint at Frontier, Laurie H Executive Customer Relations ***, is rude and unprofessional and refuses to allow us to speak with her supervisor. She has told us so many lies, including they don't guarantee wifi service (then why put in a wifi router?). She also said we are too far from there facility. We are less than 5 miles from town and live in a rural but heavily populated area. This is NOT too far. There are 6 cell towers within 2 miles of me and 4 antennas. The town has free wifi in it...Frontier is the ONLY internet provider available to us (monopoly?). Frontier and *** split the area so there is no competition to encourage accurate billing and good service. Ms. H does not call the cell phone number of the person on the account that can reliably get phone calls but calls the unreliable landline at the 2nd home and only during work hours (some of us have jobs). She also informed me that we should drive into town to contact her when the internet or phone is out REALLY!? She expects a customer to get in the car and drive 5 miles each way to contact her! So on the days, the router was reset 8 times I am supposed to drive into town 8 times to contact her (80 miles of driving) if I was at the residence or I am supposed to drive 400 miles round trip to reset a router so my alarm system will work! Finally, she wants me to pay full price for a phone line that doesn't work properly (have to repeat myself or ask the person on the other end to repeat themselves because the quality is so poor) or there is no service.
I am being taxed for the ability to call 911 anytime I need to, but when there is no dial tone I can't! The place where the service is located in a 2nd home and we have had to make numerous 400+ mile trips to be there when the techs come or to go to the residence to troubleshoot the router because the frontier will not troubleshoot the hardware unless a person is at the residence. On 3 occasions there were appointments made to have techs come out - a 400+ round trip drive 8 hours of time- only to have them not show up.
The part that is the most frustrating is that when we had *** to this residence we had no problems whatsoever. The Internet and landline worked great. Frontier bought Verizon's territory and the service is TERRIBLE! I've been told by a company that works on their lines that they do not maintain their equipment. As a result, their equipment is falling apart and customers suffer. Finally, the call center is in the Philippines and most of the reps there don't listen but interrupt and make assumptions about what you are going to say. The wait times are a minimum of 45 minutes and they insist that the call is made at the residence where the problem is (can't be done when the landline isn't working and there is NO internet).
The attached photos of the router are from the past 3 days and show there is no internet available. The Photos of the outdoors are of the “connections” of the temporary line and the disconnected permanent one. I have recordings of the phone calls being disconnected mid voicemail showing the unstableness of the phone line.
Solution
Fix the lines - run new lines if you have too. As of 2018 they have a net income of $643 million and total assets valuing $23.659 billion. A company of this size receiving government funding should be required to maintain equipment and provide the services they claim to provide. Train your reps to not lie to potential customers. Stop lying to customers and the FCC about what you have done. When a customer asks to speak to a supervisor send them to a supervisor. Make your customer calls after business hours instead of insisting customers miss work to speak to them, Afterall, if they were providing what they sold the customer there wouldn't be a need to have a phone call. Give me the full credit for the lack of services/poor service since I have driven thousands of miles, spent over a thousand dollars in gas, missed numerous hours of work, and spent at least 100 hours on the phone or answering emails about their poor service. None of this would have been necessary had they given me what I am being charged for and what I was sold.

This is the person I have been trying to deal with:
Laurie H
Executive Customer Relations
Frontier Communications

***
“ I can help”

Very poor customer service.
Promised to refund due to issue with customer service.
Have spent 10+hours plus on phone to speak to supervisor.
No avail.

Since July 2015, my internet bill went up about $20. Recently I studied my bill and found there were services added that I had never asked for and never used. I was given a $100 credit for my most recent 6 months. The Customer Relations agent, Kevin, said that it is the responsibility of the customer to go over the bill. I don't have an accurate tally but I figure I should be owed at least significantly more which should be refunded to me or credited to my account.The extra charges started on 9/22/2015 and have continued to 11/15/2019 amounting to $22 monthly. A rough add up would be between $800 and $1000. I can only wonder how many other people are falling for this same trick.

The services in question:
Frontier Secure Personal Security Bundle $10.99 (- $5.00 security credit)
Content Anywhere 40GB Storage Add-On $6.99
Digital Phone Unlimited Feature Package $4.99

Total: $17.99

Per month for at least 4 years it comes to $863.52. There might be variances and my math could be off but it's money that should not have been taken from me.

Our internet service from Frontier was going out almost everyday for more than a month back in April/May of this year. Numerous phone calls and several visits from their technicians never solved the problem. One technician appointment was scheduled for 8am to 12pm time frame and they didn’t show up until about 3 or 4pm when no one could be home. I have video of when the technician showed up. They later determined the problem was not at my home. I cancelled the service when my bill was -19 dollars and thought nothing more of it. 4 months later I get a letter from collection agency saying I owe them $330 for not being there when technician came and not returning router. I returned the router once they finally sent the return box after requesting one 3 times, the first time being when I cancelled the service. The bill was reduced to $131 for not being home when tech showed up. I told collection agency I didn’t owe the money, but now it’s been reported to credit agencies and my score went from 840 to 711. This is outrageous.

Frontier is awful and their customer service is terrible. I cancelled my account with them on 9/28/19 and now they are trying to bill me for service from 9/29/19-10/28/19. I have called multiple times and been given different information every time. I can't get a supervisor to call me back and I when I call and ask to speak to a super visor they say it could take up to 48 hours for someone to call me back. If zero stars were an option that is what I would give them.

I ordered Frontier Internet, once I received it I did the self install. I had the internet for a total of 4 days and decided to cancel due to the internet constantly cutting out and not working properly. This was after multiple calls to Tech Support, and them claiming they had fixed the issue. When I called to cancel I asked if I could have a refund, because I had only had it for 4 days and had nothing but issues. The employee was very rude, and told me I couldn't cancel it that day, and that I would have to pay for an entire months worth plus a cancellation fee. I had called back a few days later and spoke with someone who was helpful and noticed I had nothing but issues with the internet, and told me he would credit my account for the full amount and I wouldn't owe anything, but to call back if the bill did not reflect a credit. So I call back today, because its showing I have a balance of $50 dollars. I have been on the phone for 40 minutes now, and most of that has been sitting on hold. The lady told me she couldn't credit my account because it wasn't there issue. I asked to speak with a manager and still haven't been able to... This company SUCKS, and so does their internet. I DO NOT recommend Frontier to anyone, They are expensive for what they offer.. I switched to *** internet and I am paying half the price I was paying for Frontier and its faster internet... DO NOT SWITCH TO FRONTIER!!!!!!

Frontier is possibly the worst company I have ever had dealings with. Their customer service is a complete joke if you can even get to speak with an actual person. Expect at least three hours for any phone call to them and feel lucky if you reach a representative that speaks English that is understandable. In my short time using their service, the outages were frequent and when you call for service, you are given an appointment to repair the problem three to four weeks from when you call. This means that any service outage will last nearly a month. In the past six months we have had less days with working service than we have had with no service. When I have attempted to get credit for not having service over this extended period of time, I was given a run around and transferred multiple times to multiple people before someone eventually hung up on me. This company is so bad, I would almost believe they are not even really a legitimate company. I've had better phone dealings with telemarketers and scammers. Steer clear of this horrendous company and their awful services.

DSL Internet is great when it works. I work from home with various Video meetings and depend on constant connection. For the two months everything with Frontier was great. Now every day or every other day I get disconnected from the internet and have to reboot the modem. Frontier needs to fix their modems or their servers. Do not recommend if you need a constant connection. It will fail and you'll have to reboot your modem. When you call in Tech support, they have you press the reset button on the back. It's a 20minute waste of time. They never do anything more than tell you to reboot.

We placed an order for new internet service at our vacation home in Rhinelander, WI. Three times over the course of two months I was given an installation date and time window. I drove 3 1/2 hours each way to meet the technician at the house. All three times the technician was a no call no show. At last interaction they said they would not provide us service because their system was overloaded. The previous homeowner had internet through Frontier and cancelled when they moved out. But they continued to process my order(s), run a credit check, and then refused us service. The amount of time it took me to drive to the house was extrememtly inconvenient to say the least. I was assured each time a customer a technician was coming and he did not show up.

I requested to start internet services on Aug. 19th it took 4 weeks for the router to be delivered, I was told it would only be a few days. After it was installed the internet stopped working after 1 day. A tech was sent out to fix it but left with out confirming it was working and it was not. I had made multiple calls and spent many hours on the phone trying to trouble shoot and I still have no internet. Today a tech was supposed to come out so I took the day off. My appointment window is from 1-230pm however at 11:30am I was sent a message saying no one was home (which I was).

I recently purchased a house. I scheduled my internet service through Frontier Communications 3 weeks before the 1st scheduled appointment on 10/07/2019 from 8:00 a.m. to 12:00 p.m. They did a no show and rescheduled the appointment for 10/8/2019. They again did not show up or follow-up with an explanation on why it was canceled. I called the customer service department many times against for a resolution as I have missed multiple days of work for a scheduled appointment. They offered no remedy to the situation besides saying they would put me on the excalated list and rescheduled me for 10/30/2019. My appointment scheduled for 1-5 today is also going to be a no show. I called customer service to verify a technician would be coming to install my internet as I need it for work. They informed me that the order is pending for today but hasn't been allocated to a technician because of the lack of man power in the area. These are all appointments that they schedule where I adjusted my work schedule to get a service they promised to provide. I have spoken to many supervisors and asked how they can just cancel an appointment and reschedule it to their convenience and still not show up. Each time I get the same response as the dispatch department chooses where the technicians go and they can't do anything about it. I was promised by a supervisor on 10/8/2019 that a technician would be at my house to install the service. They have now missed there 3rd scheduled appointment in which I have take time off of work. I still don't have internet service and I have read up on many reviews that talk about current lawsuits. I feel an investigation needs to take place as this company is simply doing what they want. I would be switching to a new company if the option was available.

I pay for internet and I have not been receiving internet.
the customer service has not been helping me and I have made service appointments that get mysteriously cancelled and told my account is to be charged with fees upon additional fee's. I have been hung up on, on five different calls, one employee tried to get my social security number to run a credit check for equipment I did not even need or want. I dont need any new equipment I just need an IP lease from your DHCP server.

I recently tried to start service, had nothing but problems. So I cancelled service however my deposit that they took on October 4th has yet to be returned. I've called several times and got nowhere. My refund was supposed to be October 12th or 7 to 10 days and as of October 30th I still haven't received it. I called today October 30th and was told they wouldn't have it to me for another 3 to 5 days.