Frontier Communications

I have been a customer for over 4 years and unfortunately I have had constant problems with my internet services. There had yet to be a week where I do not have issues with my internet just simply not working. I call in constantly but no body seems to ever do anything. I have been told by customer service reps that the bandwidth in my area has been over sold and there are no active plans to fix that I just need to deal with it. I'm supposed to be receiving 6mbps download speeds but I'm lucky to see 2. When I call customer service they say even though my plan says 6 the best they can realistically do in my area is 3. I steam the majority of my TV and like to play video games with my brothers who do not live close to me. I have had a service rep tell me that I really shouldn't be using the internet for that as my service won't handle that kind of use. In this day and age is amazing the telecommunications industry is not a regulated utility like all the others especially when companies like frontier are constantly taking people's money and not giving them the service they are paying for

After making a payment on my account on 10/26/19 I was told to wait 24 hours for my services to be turned back on. Two days later and my service is not back on. I have complained and spoke to three supervisor. The first one told me to wait 24 hours and if it it not back on call the technology department. I spoke with them in 10/27/19 and they informed me that my services was not turned on so they couldn’t help me. I continue to get the run around from department to department. I decided to wait and call on Monday 10/29/19 and when I called I Was transferred to the collections department and told that they have to turn in on. I spoke with the supervisor in this department twice. The first time I spoke with her she said she was putting a rush in to have it turned on since I have been waiting two days after making a payment. I was then transferred back to customer service and when I spoke with the agent there (I forgot her name) she had a very rude attitude while trying to verify my account. I let her know I didn’t not know my passcode but I was able to speak with agents all morning by being verified other ways. She refused to verify me in any other way and when I asked for a supervisor she refused me speaking to one and told me to hang up and call again. I called right back after being hung up on and spoke with collections again and was told to wait an hour or two. It has now almost been three full days with no service and no one will resolve this issue. I paid my bill and still do not have services. I do not know what else to do. I just keep getting rude customer services and no one will turn my services back on and just keep saying it either is on or give it 24 hours. This is completely unacceptable. And when I asked for corporate number they said they do not have it after telling me they would give it to me.

This is for internet service for my parents who are in their 80's. Around August 23, 2019 it was discovered that they did not have any internet service. My sister was visiting and she called to fix the problem. It was decided that they needed a new modem. Frontier said they would overnight the modem. They did not. It took 10 days to receive the new modem. By that time, my sister had already returned to her home. My 82 year old mother could not figure out how to hook up the modem and was confused by their phone tree. In the mean time, we received a bill for $50.98 which was $10 higher than the previous months. We decided to cancel the internet service from Frontier due to poor customer service. On September 26 I called and expressed that I was unhappy with their customer service and that I wanted to cancel my internet service. I was told that I would have to pay for the service until October 6. I was not happy. They did give me a credit of $20.41 for the ten days that it took to receive the new modem, but it was not their fault that my mother could not hook it up. In October, I received a bill for another month of service - until November 6. I called again and was told that the service was not cancelled in September and I would have to pay for another month. She did cancel my service during that call.

I am moving and ofcourse need to cancel my Frontier service. I have called 3 times to cancel. My first time I was on hold for an hour and told by the representative that they cancelled my account and that I should get a bill for $10 for the cancellation. 2 weeks later I realize the account was never cancelled as they are notifying me of a new bill. I have my husband call this time around, and the representative tells us that the previous representative lied to me and the account was never cancelled. He was told that we will get a credit for the bill and the account is now cancelled and gave us his name and a confirmation number. I decided to give them a second to process the cancellation and check back online later to view the status of my account. There is no signs of my account being cancelled, but a credit has been added and the bill is now $35 and an "appointment" has been added to our account for November 8th. We have no idea what it happening at this point. We call again and are told by this next representative that the previous representative also lied and did not cancel our account. At this point we are pissed at these lies and the games. BLATANT SCAMING. We demand to talk to the retention department, and ofcourse today is the only day that the retention department isn't open. We ask for a number for a supervisor to the retention department and they refuse to give it to us, stating that they cant. Are you kidding me?! This is the most ridiculous thing we have gone through, and these are apparently recorded calls! This is not over, we are about to call the news channel and put these scammers on blast! God forbid you move and dont need a service or phone number...stay far away from Frontier!!

Since July I have requested a refund for services I do not want and they keep charging me for them. I had an installation of a router and charges for that router that did not occur in July but I was charged for it on my July bill. I have talked to 15 customer service reps and sent a certified letter to the Office of the President in Tampa FL and I still have not received a refund as requested and told I would be getting. My new bill still has the charge for Speed Dial and there has been no refund.This is the 3rd billing cycle that they have said I would be receiving a refund and continue to be charged for something I do not want.

I had wifi service interruptions on multiple occasions. The last one started with no wifi service since Friday 10/25/19. I made multiple calls to troubleshoot problem without success to fix it. Then told via email my service is back! It was not back, so called again and was told technician is not available to look at my wifi problem until Tuesday 10/29/19, 1 to 5 PM. I said this is 5 days without service and I can not wait this long due to my work and kids homework needs. I canceled my account with them and was told to call again since formal customer service was closed at time of my call! I called on Sunday 10/27, confirmed cancelation and asked about my prorated fee to pay for billing cycle 10/13 to 10/25 which is only 13 days. I was told I have to pay the full month fee plus $9.99 disconnection fee. I asked for a manager to discuss and was told my phone hold time is 1.5 hour to speak to a manager. I told them I will pay only for the 13 days since I had no service after that and will not pay the added fee. They said this will go to collection agency and I said I am filling a complaint with the Better Business Bearu. I am going to calculate the prorated fee on my own and pay before due date of 11/6/19 since they refused to calculate that for me. Why I should pay for service I do not have since wifi is not working since 10/25?

Frontier Communications is swindling people out of money. I received a past due bill for$165.32 for services I never had. I've been dealing with them since August 2019. First, a technician lied about coming to my place and installing internet service and leaving a router in the leasing office. That never happened. Every time I call, I either get put on hold or they can't access my account. When I do get to talk to someone, they ask for pin number or they can't access my account. I never received a bill until I got a past due notice. They won't transfer me to a supervisor because they can't access the account without my number that I don't have. It's been frustrating to say the least with Frontier Communications. Please do something to stop the fraudulent practices of Frontier Communications. I can't pay a bill for something I never received.

I had Internet service only and had to keep calling in the whole month of August because my service was not working properly. I was told on August 24 that I would have a new router and technician would be out on August 31 there was a no-show I received an estimated bill of $147.05 which I was told my bill would be $40 plus tax I have talked with multiple representatives I canceled the service I had no service for the month of August and they will not rectify my bill and is wanting me to pay a total of $60.64. I have dates representative names and ID numbers and every time I called in for help.

I had my phone and satellite and internet billed together for years to save money but in June of 2018 my phone got ruined in my pool and I had already decided to not have a land line anyways to save money! I called to ask them to take the phone off the bill and they said they couldn’t! I called back later on and another person said if I took out satellite also then they could take off the phone so I told them to cancel my satellite but still they did not take off my phone and I was still paying this bill and I was not using my phone at all! By this time iam really frustrated and I call them and try with another individual and we get disconnected and no one calls me back even though they always take your call back number if you get disconnected! I can not tell you how many more times I tried but for some reason I call in and some guy says it would be no problem to take the phone off the bill and just like that he takes it off and iam only paying for my internet every month! I called in to dispute it and the First Lady tells me she can see all the times I called and each person had left notes so the dispute should not take too long but today I called in and this new lady says there are no notes and I did not win the dispute because it’s too late! I do not think iam asking for too much all I want is to be reimbursed for all the months that I was paying for the phone after I called in the first time to ask them to take it off!

This company has been charging us a fee for an internet service that they do not provide nor back up! Ever since they merged with *** we had little to no service and to just get a tech out here was drama in itself. When the tech came they still did not fix the no internet issue and sated its a line issue but continued to charge us $40 a mth for not a single working day of full internet. Their customer service is ridiculous to get through and once u finally do get a hold of someone you'll be lucky if they even are able to help u correctly. I accidentally pushed the button when calling back for the millionth time for new orders and they answered immiediately and actually someone that spoke correct understandable English. They make it extremely hard to get a hold of anyone for their customers but for new $$ they dont miss a beat. This company is fraudulent because theyve known weve had no working internet for months but still charged for a service they cannot provide.

Frontier supplied my TV and Wi-Fi, and charged my credit card monthly.
6/12/19 I advised Frontier that I was moving on 7/8/19, gave them my new address and asked that
my service be stopped on 7/7/19. I asked them to bill me for those 7 days.
My service ended on 7/7/19. On 7/20/19 Frontier billed my credit card for the total month, $90.40.
When I checked my credit card in August I called Frontier. I was told that it would take 90 days to
process a refund, they could not credit my card, but would issue a Debit card for the $64.17 owed me. " If I do not want a debit card : after I receive it I can contact the company and they will send me a check"
I received the debit card 136 days after notification, 110 days after service ended, 97 days after they took my money.
My research indicates that Seniors may be a target, Frontier makes it very difficult to get your refund, and i'm guessing most people just give up.
It a SHADY (can be spelled different) way to do business, and I'm going to tell everyone who will listen. Frontier received 4294 complaints in the last 12 months.
THEY DON'T CARE.

My wife and I moved to a new home on Saturday, Oct. 19, 2019. On Monday, Oct. 21, I called Frontier to set up a transfer of service from our old house to the new one. I was told a technician would arrive to set up our new service the following day, Tuesday, Oct. 22, at 1 pm. I took 2 hours off work to be at home in the middle of the day. When the technician had not arrived at 1:22 pm on Oct. 22 I called again. Through the course of a 53 minute call I was told the service appointment had been put in the system incorrectly and I would need to reschedule. My new appointment for a technician was made for Thursday, Oct. 24, at 4 pm. The confirmation I received had a window of 1-5 pm, but I was assured it would be 4 pm (since I'd already had trouble, they said they would do their best to give an exact time). At 11:12 am on Oct. 24 I received an automated text message that my service technician had been dispatched to my home. With my wife and I both at work there was no way for one of us to be there. At 11:35 am I received another text message telling me that work was almost done and I'd be hearing from the technician. Notice, of course, that this 11:30 am service time is not only 4.5 hours earlier than the promised appointment but is not even within the service window I was provided at the time of confirmation. I was assured the work had been completed, but I never received a call from the technician, and a new modem/router was not delivered to my home. Beginning at 4:55 pm on Thursday, Oct. 24, I spent a total of two hours and one minute consecutively on the phone with Frontier. I spoke to at least six different representatives who each had different explanations and stories. At one point I was told that our old router could be reconfigured to work with our new service, and the next person I spoke with told me this was not possible. I was told a new modem could be shipped to me in 2-3 business days, and the next person I spoke with told me the previous representative had not entered the shipment into the system. Finally, I spoke with someone who provided an order number and tracking information for a new modem, set to arrive Monday or Tuesday, Oct. 28-29.

To recap: original appointment was scheduled incorrectly. Second appointment showed up 4.5 hours early, made no effort to contact me, and did not deliver the necessary equipment. Two hours on the phone yielded at least two blatant lies and six different cover stories. Grand total I have now spent over 4 hours on the phone with Frontier. We will now be at approximately one week without internet because of internal communication errors, missed appointments, and failure to deliver proper equipment.

I had service for approximately one week with frontier, which had significantly spotty service and technical outages. So, I requested to cancel service after approximately a week or so. Service was canceled but they charged me in full for the entire month. They were processing a request to reduce the bill which was denied. I called them today 10/25/2019, to follow up on the status which was denied. I paid the entire the bill in full today of one $169.29. Even though customer service representative Chris *** said I could do a remedy under our ***. Collection’s supervisor Keisha ***Even though customer service representative Chris *** said I could do a remedy under our ***. Collections supervisor Keisha *** stated that my account has been turned over to collections even though I have a notice which says final due date10/29/2019 (Paid in full today 10/25/2019) Keisha escalated the issue to Tina the supervisor who I’m awaiting a call back, but Keisha reported that she would not be able to coordinate with others in her organization to figure out the status of the new remedy request done through Chris. Keisha told me that this notification dated October 18, 2019 stating a final due date of 10/29/2019 is irrelevant and that my account was turned over to collections. Which can negatively affect my credit score. I’ve done my best to meet all deadlines that have been provided to me in writing but I feel that I have unjustly been affected by the business practices of this organization. I paid the bill today to avoid any further issues but I have serious concerns about the way in which this matter was handled. It could’ve been handled better in a way that doesn’t negatively affect the consumer. I also received an extension on the bill late Sept while the request to reduce or remove was pending.

In late May, 2019, I asked Frontier Communications to provide me with internet and phone service. They came to my home 7-8 times in May, June and July to attempt to set it up. After the initial technician visit, neither phone nor internet worked.

I dropped the phone service 2 weeks later because they said they couldn't work on the phone while I had internet problems. I wanted them to focus on the internet issues.

The internet never worked one day in a row without failing more than 20 times for minutes, hours and up to days in a row. Often it failed 100's of times in a day. I never had consistent internet service for a 24 hour period.

I don't believe I should pay for internet that never worked for more than a few minutes at a time and when I explained this to different customer service reps on the phone in June and July, they credited my account and offered sympathy. Because of that, I stuck with them, hoping they'd get it going, but they never did.

On August 2nd I called and canceled my service with Frontier and got 3 more bills from them. I called once in September and they credited about half of the charges. I got my 9-28-19 statement and saw they still had me owing about $158.

I called Frontier on 10-25-19 and I spoke to a 'supervisor' (Jonelle) on 10-25-19. She told me Frontier re-applied some charges from back in May and June to my account, that no one canceled my account the day I called, August 2, but instead said I canceled it on August 15 and then Frontier didn't cancel it on their end until August 27.

Jonelle informed me that the kind of service I had is called 'intermittent' and constitutes service that I have to pay for. I never ordered 'intermittent internet'. When I first called Frontier, I ordered "unlimited internet service", which I never got for any 24 hour period, despite Frontier sending technicians to my home every couple of weeks for service calls.

I told Jonelle that I believe that when Frontier asks me to pay for 'intermittent internet' that is 'extortion'. The definition of 'extortion' is asking someone to pay for a thing or service you never asked for nor received, which is illegal.

I want to put this horrible experience with Frontier Communications in the past without any retaliation from Frontier. Please help me get them to zero out my account since they were never able to make the internet run successfully at my house.

I called the Frontier communications to inquire about my reward for switching services and spoke to 2 different reps. The 1st rep advised for me to call another 3rd party and when I did they wanted me to leave a voicema. With todays fraudulent going on I wasnt comfortable with that option so I called back. I got another rep I explained the situation and she peoceeded to tell me that it wasnt there issue moreso I needed to do the work, and hunt down my own reqaed gift card. I explained I as the consumer shouldnt have to do the work of the company and your advertisement. I asked to speak to a supervisor and was advised there was no 1 there that would take a live complaint that I could wait to be called back within 24/48 hrs. That was unacceptable the rep began to go into the policy and procedures and this point im agitated because you arent helping me you still want me to do your job and inquiry about why the company you hired isnt doing their job. How is this fair to me? How is this even a way to promote good business. I just want someone to acknowledge my reward is on its way. Btw I had to wait 90 days to qualify then according to the cb # wait an additional 4-6wks for the card to be mailed this is not how good business would get me to stay. At this point im regretting leaving my previous company just because its cheaper doesnt mean its better.

I recently moved and there were no phone lines or Jack's in the apartment. I called and was told they had to send someone out to find the address before they could hook it up. When it was time to call back to schedule someone to come out, *** went and called since I wasn't able to. When I received my bill I was charged $35 for a jack which myself nor *** was told about. He could have put the line through the wall and hook the phone and internet up for all I care. They should tell people if they will be charged for something instead of hitting them with it all of a sudden.

Disconnect internet as moved out of their service area. Paid final bills. They do not prorate final bill and charge addtl $9.99 as a so-called Processing fee! I wrote to their Office of the Presient Frontier. They did prorate me final bill as a courtesy however stole the$9.99! How could any company charge a fee to disconnect when you move out of their area not to mention call it a Processing Fee. Clearly a revenue generating for their corporate offices!

I am a monthly subscriber to Fronter Communications internet service. My internet cut out on 10/23. I work from home. I spent 2.5 hours on the phone with them and the best they could commit to on a priority service ticket, they could send out a tech on 11/4. Unacceptable.

Charges appeared on my bill for which I did not recognize or authorize. I contacted frontier several times over the past two months regarding this issue, but I was informed that they need to investigate. Every time I ask to speak with a supervisor, I am told that one is not available. This issue is still unresolved despite my calling several times. I've been a long-time customer of Verizon/Frontier. I simply don't understand why no one at Frontier can't address my concern? I am being ignored.

I am writing to address the billing and collection problems with Frontier. Several months ago we (my wife and I) switched the name on the Frontier bill from my sister-n-laws to our name once she moved out. In doing so we told them we did not want the phone line that my sister-n-law had added which cost $30.00 more. At the time my sister-n-law was paying between $75-$80. Frontier agreed and said they could take off the phone line charge. They also said we could get an upgrade for cheaper.

When they came up to “upgrade” us they said there was a problem and they could not do the upgrade and then proceeded to cut off our internet for a week. They also kept the phone line charge on the bill and added a $25.00 upgrade fee, even though the upgrade never happened, making my bill well over $100. For INTERNET!! They said they would reimburse us for this including the week without internet. It never happened.

The next month’s bill was close to $90.00. My wife called again and was on the phone for over an hour and a half trying to get the phone line off the bill. This time they took $30 off instantly and said our bill should be around $62 with tax from here on out and the phone line will not be on there.

Fast forward to today. I received the next bill and it’s $89.00. I called them and AGAIN explained we do not want the phone line, just the internet service. After almost an hour total on the phone the customer service rep said that I needed a phone line for internet. I’ve had frontier in a previous house and I never had a phone line, so I know this is not right. I also thought I heard muffled laughing on the other end. She said from here on out my new bill would be $72 which is with tax because she took off amenities, like the caller ID, which I NEVER asked for.

After I get off the phone I get an e-mail saying that my estimated monthly bill for this month will be $83 and next month $79.
Basically, they are ripping me off. I don’t make much so these inconsistencies and gauging me for money every month with the promise they will fix it and never do is too much. I know I’m not the first customer.