Frontier Communications

This company has canceled my service 2 times and charged me for new equipment both times on am error they made. I cancelled service and they are still billing me for intranet. The call center staff can't understand a simple question no open can help me

Where do I start? At first, my family was being supplied internet by *** but was taken over years back by Frontier. We used to get higher internet speeds than what we get now. Today we pay for 1mbps, which would be fantastic IF we got that speed. The speed my family actually gets is 1/10mbps, which is on a normal day. A good day (which is not often) would be 3/20mbps. For years we have called to complain that we are not getting the internet speeds we pay for, and at the end of our half-hour to hour-long calls, Frontier ends up telling us that there is nothing they can do. I've talked to my neighbors before, and they get a slightly better internet speed of about 3/10mbps, but that's because they live slightly closer to the box that supplies the internet. When I do the internet speed tester that Frontier supplies, it says 1mbps, but that is what the server gets, not the house, and the Frontier helpline will disrespectfully say to me something along the lines of, "You're getting 1mbps, I don't understand what your problem is." I have also had problems with customer service on Twitter because they know absolutely nothing, and they at times don't seem to read (or forget) the previous messages I send.

Earlier this year I called with a SEVERE internet problem, and I started on Twitter, which then leads back to me calling the actual phone. I stayed up until 1 or 2 AM complaining about the internet was not running at 1/10mbps like normal and troubleshooting, and then the customer service rep. tells me that they'll give me a call so I can get sleep. We set up a time for an early phone call (yes, they had my mobile number to call me). I slept in the basement next to the modem so I was ready for the call. I never got the call that morning, and I waited anywhere from 30 to 60 minutes for the call back. I called them, and I had to go through EVERYTHING that happened the night before, I even gave them my mobile phone AGAIN. Then it ends up AGAIN with the phone call ending, and I was to expect a follow-up call at a certain time. NEVER GOT IT!!! I called up again, and I had to explain EVERYTHING AGAIN because there were no notes. This phone called ended in an unforeseen disconnection, and no call was returned at ALL! They had my mobile number again. And yes, my number works, it was getting calls from other people that day. I called again, and this is towards the evening, and I stay up late again on the phone. I end up crying before hanging up because of how awful this experience this was. The next day, I got an answer to why my internet was so much worse, and it was EARLY into the call. They said that it was because other people was using the internet on my street. Why couldn't Frontier just tell me that before?

Another story earlier this year that happened was when I and a member of my family called and asked for a manager right away, and right away we go into our problem we've had for YEARS at this point, and we learned what we were REALLY paying for. The manager with Frontier told us that we are paying for a maximum of 1mbps, but we do not pay for a bottom line. This means that we can literally pay to LIVE OFF THE GRID! This is BEYOND unfair. EVEN IF my family got half of what we paid for, we might not have a problem with Frontier, but because our internet is less than half of what we pay for, that is ridiculous.

We have suffered our internet speeds for too long, and some of us have to do online college which requires a decent connection, which ends up having us use our mobile data. When performing updates, it takes literal DAYS to get anything more than 5GB completed. If two devices are using the internet to download something, then you'll have a serious problem. When doing online banking, we have timed our because it has a hard time loading websites. There are far more examples than what is listed above to what we face from Frontier. We can't get rid of them, because they're one of the few people who reach out to where we live.

Cancelled services on Oct 2. Company representative acknowledges my call on that date to cancel, and has voice records, but will only cancel services on November 11, plus disconnect fees (per company policy) since I brought it to their attention on Oct 15 after noticing I had been billed an additional month to my credit card. Have been told to contact customer service for those recordings, but have been unsuccessful after ~10 hours on hold. Have been in contact with Bandija, ***> who has been friendly but unhelpful resolving the issue.

In the spring of 2019 I experienced issues with my internet constantly dropping out and I made several phone calls and appointments to rectify problem but never fixed. So I made a complaint to Revdex.com and I finally received some action problem was corrected for a short period of time, now for the last 1.5 months I been having internet contantly dropping out and having to keep on resetting. Made phone calls and service appointments and made arrangements for someone to be home and then serviceman never would show up with no type of communication whatsoever. I just don't know what to do anymore about this

Our account number with Frontier is: 011318-5
My wife, *** is listed as the main contact, and I, ***, am listed as authorized contact.

For the past month, we have had severe problems with service. Connection is going in and out and we have had to call their customer service numerous times (at least 15 times), taking approximately an hour and a half per call. We are also cancelling service because we are moving and twice now, an employee cut our service off before the desired cut off date of October 26th, prompting us to call back in and waste more of our time. (We were having terrible service even before we called to cancel service, we think there is something wrong with our modem but they refused to fix it.)
We were promised a shipping label and a box to arrive to our address by yesterday so we can box up the router to send back, nothing has yet to come and we are going to have to take the router and modem with us and have them re-send this at a later date. (Customer service lady told us she couldn't send a new shipping box to a new address because the current one was still pending, even though it never showed up.)
The level of incompetence and lack of training has caused a huge headache for us. My wife works from home a few days a week and has not been able to work because of the shoddy service.

On 8-1-18 I spoke to customer person with Frontier that I had my own router for wifi and internet, he told me that I would not pay a fee of $10.00 per month he proceeded to give a confirmation number (***) . My monthly payments were to automaticlly deducted each month, today 10-24-2019 I was told that I have been paying that $10.00 a month for 11 months. so as of today 10-24-2019 I have a dispute number, case # ***, they told me that I have to keep . they said I get no refund or credit for those 11 months, the original confirmation # means nothing this is wrong , confirmation # are to show a bond or binding say to a contract

Frontier is a sham. Ever since they took over *** in my area of SoCal, it’s crappy internet. Their so-called “Tech Support” is in some other country that flat out lies to the customer. I had the cable that connects to my house fall down in the street and disconnect. It took 3 phone calls and 3 phony work tickets and still no repair. Forget talking to their phony tech people. Insist on a stateside rep if you need service. Finally, someone came and reconnected the cable, but what a hassle. Everyone in my neighborhood feels the same way. It took a very nice lady rep from Virginia to finally get the job done.

I am a Frontier customer and recently received notice that I was to be charged an additional $30/month for my internet/phone/tv service. On 10/3, I spoke to a supervisor in retention named Brittany who said that I could keep my exact existing package for an increase of about $15/month. I agreed. The following day, my service was downgraded from the Extreme HD to Ultimate HD package. I called back and spoke to another retention supervisor on 10/8 named Rodney (***) who said he would review the call and it would take 10 days. It’s been more than 10 days and he never called back. I called back today and spoke to a supervisor who claimed that there is no record of me speaking with Brittany or Rodney.

I initially signed up for Frontier TV and Internet service on September 27, 2019 for an October 21st installation date. I was told the cost would be $109 plus installation fee with a free $100 gift card. Between September 27 and October 21, I received no paperwork or email regarding the total cost. On October 22nd, I had to call Frontier to get my account number because I had still not received any information. Once I received my account number, I was able to log onto Frontier's website to see my account. I saw that my bill was $229.61 (double what I was originally quoted). I called Frontier's customer service and the person who attempted to assist me told me they could only give me a $25 discount. When I asked about the $100 gift card, I was told that did not happen immediately, I would have to have service for 3 months before receiving the gift card. When I asked to speak with a supervisor because none of this information was explained to me or sent to me via email or regular mail, I was told all the supervisors were in a meeting and unavailable. She told me I could wait on the phone for approximately 30 minutes or call back later to speak with a supervisor. I could not sit and wait on the phone for 30 minutes so I called back 2 hours later. She also told me she added notes to my account so that when I did call back, the supervisor could look at the notes and know what the issue was. When I called back I spoke with a different customer service rep and explained the situation all over again. He told me he could not do anything about the situation. When I asked to speak with a supervisor, he told me the supervisor was in a meeting and he recommended I call back yet again a different day, not the same day.

The issue I have is that my account shows the due date for the $229.61 bill was October 17th. I did not moving into the apartment until October 18th and the service was not installed until October 21st. I was quoted $109 plus a $100 gift card.

My internet is way too slow. Can not get into the customer service number when dialing in. Had to call Service to get transferred to Customer Service. When I asked for how much it would cost to increase my internet speed he said it would not be more per month but I would have to pay $75.00 to have it installed.

I was sold something completely different than what I received. I explained that to him but he did not seem to care.

I have made multiple calls to Frontier Communications regarding telephone and internet issues. Internet issues involved hours on the phone with no resolve. I canceled their internet service. ***Regarding telephone service, a necessity, (we have no cell service in this area) I have repeatedly requested that CALL WAITING be removed from our phone. I HAVE HAD THE SAME PHONE NUMBER FOR 50 YEARS with no call waiting. I canceled the internet and call waiting appeared. My husband is extremely hard of hearing and cannot tell if another call comes through. In other words, it is more of a hindrance as the call (doctor, pharmacy, hospital) is lost and I am unaware. Each time I make the request, Frontier totally ignores my request and reads from prompt cards with sales pitches for products I do not want. One phone call results 45+ minutes of being transferred multiple times and repeating personal information over and over with no results. I have dealt with many other issues with this company that will be directed to you as they arise.

I have been trying to establish service with Frontier for basic internet services for the last 2 weeks each time I have to explain my situation each time I'm promised the situation is resolved and that a technician will be there the following day and nobody ever shows up or calls back. I've waited on hold for 3 hours to talk to a manager only to be transferred into a voice mail system and to never receive a call back they have the worst customer service i've ever experienced they lack training and etiquette being the monopolize the cable industry in my neighborhood I have no option but endure the horrible service. I came here and fully understand where the F rating came from I actually think they deserve a F-.

The issue is that a previous tenant had a open bill and that they couldn't close it they put the burden of a previous tenants bill on me like it's my responsibility to get people to pay there bills I sent them copy of my lease twice each time assured issue resolved each time they blow smoke up my butt...

I chatted a few weeks ago with Frontier to see if I could set up payment arrangements for my acct and I was told no since I didnt have a disconnection notice. Today I chatted with Ericka and she said my service was disconnected for non payment and a disconnection notice was sent which I explain I didn't receive it nor have I received an actual bill in months and I was told no payment arrangements could be made.

The day I asked for service I told Frontier I needed a business line. They understood and said I was set up. When calling a couple of days after service was on to verify I was told I didn't have a business line it was only residential. I have been In contact with Frontier serveral times about my phone line. Yesterday I was told I would have a dial tone for today 10/24/2019 and at 10pm I am on the phone with them because my phone is still not working. And now I'm told that a tech has to schedule to come out.

I am writing regarding a Frontier Communications internet service account that was installed on July 5, 2019. The internet stopped working shortly after the installation technician left my house. On July 5, 2019, I called Frontier to report the problem. The automated service stated that Frontier was aware of the problem and that a ticket was already out for repair. By July 7, 2019, the service was still not working. I called Frontier and asked to speak with a representative. The Frontier representative attempted to troubleshoot the modem remotely, but was unsuccessful and stated that the modem in my home was faulty and that a new modem would have to be shipped out. The lack of service, professionalism, and customer service prompted me to request termination of the account. I was asked by the representative to call back during normal business hours to close the account. On July 8, 2019, I spoke with a billing representative and requested to have the account closed. I was informed that I would not incur any charges on my account since the service was never working. All equipment was returned on July 10, 2019. I received a bill a few weeks after the start of the service. The total amount due of the bill is $77.50, a full month of internet charges - Frontier charged for a service that I never received. Since then, I have filed two disputes with Frontier to request a credit on the account for the full amount of $77.50. The first dispute filed September 12, 2019 was not completed properly by the representative according to the representative I spoke with on September 23, 2019, the same day the second dispute was filed. I was advised on both occasions that I would receive emails from a third-party source within 2 weeks of filing the disputes. I did not receive any messages/updates from a third-party company or Frontier. During a follow-up call placed on October 10, 2019, I was told that the dispute filed on September 23, 2019 was not sent to the right department and therefore dismissed. I was advised to file yet another dispute and wait an additional two weeks for the third-party to email me with their findings. At that point, I had lost all faith in Frontier to provide the minimum service in order to resolve this matter. The representatives are not pleasant and often shift responsibility to other departments.

In April of 2018, I canceled my service and closed my account with Frontier because of relocation. Upon canceling, my service was disconnected a week before my lease end date, and I returned my router to a Frontier location soon after. A few months after, I receive a letter from a collection agency saying that I have an $86 dollar charge on my now closed Frontier account. I have called Frontier 3 times to dispute the collection. Every single time, I have had an associate recognize that I was billed for an extra month of service and that I was owed reimbursement for a portion of my last auto-pay payment. I have yet to receive a refund or have the collection charge stricken from my credit report.

I picked their internet "high speed service"which is bad in the first place. It's a 30 dollar a mo the plan. I don't even get the speed avertised. That's not the worst. When I signed up over a year ago they created a second account in my. Ame and tried billing me everyonth over 100 bucks. Well they said they got rid of the account and cansled the charges but they never did that. Just last month the account still existed and I found the charges on my credit. Called the company and basically they said they can't do anything. So now I got a creditor and a mark on my creddit. Called the company and they ain't doing anything. So for my troubles I have paied all this money and got a.mark on my credit for nothing.

I was overcharged for service after I downgraded. I removed my triple play package and downgraded to just internet, yet I was still being charged for the service after I returned the cable boxes and the tv service was disconnected. After I called to cancel service I was told by an agent that I had to wait for the next billing cycle to be reimbursed. I would like my bill corrected before I over pay for my bill

7/19/19 Original install date for internet and land line. No call no show. I called to reschedule
7/26/19 Tech showed up, was advised unable to install internet, would need lines ran to house for land line
8/6/19 After lines were ran, was not contacted. Called customer service who said order was "stuck" and scheduled install.
8/8/19 Scheduled install, no call no show
8/9/19 Rescheduled install. Phone line had dial tone when tech left, within 3 hours no dial tone.
8/14/19 Tech arrived to fix land line. Within an hour of tech leaving no dial tone. Called customer service to cancel all services.
Billing date of 8/9/19 received bill that included internet fees (which were never installed) and phone line charges, which never worked. Called and spoke with Jared, after 1.5 hours he agreed to waive all fees except $40 phone install fee. It was submitted as a dispute as the service never worked. Per Jared, "The terms and conditions don't say the service has to work"
Billing date 9/9/19 received bill for $110.98. Called 10/7 and spoke with Nickay, who, after an hour long call agreed that the entire bill would be waived.
Billing date 10/9/19 past due balance of $110.98 remains on bill.

I cancelled our internet service on 06/12/2019 confirmation number ***. I paid my June bill and July bill and got another one bill in August and called Frontier, I was told that they mail out bills 3 months out after someone cancels. I thought that was strange, but I was told by the rep not to pay August bill as I have a credit of $35.01. Then in September I get a credit collection letter regarding $49.99 that I owe Frontier. I didn't have internet service from March 2019 to June 2019 and had 3 techs come to the house to repair, but the problem was on their end, their wiring outside was under water. Since they could not repair the problem, I canceled their services. When I received the collections letter, I call Frontier again and asked why I would owe anything, they told me they were charging for one of the techs to come out for the day I canceled. No tech had to come out and there wasn't one scheduled to come out either. So the rep filed an appeal on my behalf and gave me this confirmation number/adjustment #*** for the $85 that I was charged for the tech call. Now it's October, another collections letter comes, I call Frontier again, they tell me since it went to collections there's nothing they can do for me that I need to call collections. So I called them, they are put my concerns in writing and said they would send my concerns to Frontier and to call the collections agency in 1 week. 10/30/19. I had Frontier for 3 years internet and originally phone and internet. My landline never worked, so after 6 months going around and around with Frontier I cancelled the phone service. They gave me a credit of 3 months even though I had 2 different techs come out for that. Frontier should be shut down. I paid 3 months for phone and 6 months of internet when neither service worked and now they want more money. I have the money, that's not the point. The point is they scam people. I am not the only person complaining about Frontier.