Frontier Communications Corp.

Frontier has investigated the complaint and offers the following response: Frontier advises that Ms*** is provisioned at 3.0Mbps, and is located 9,feet from Frontier Internet equipment.Frontier advises that test have showed everything OK, and would need a hard wired computer to
further test issues

Revdex.com:This feels like a completely empty responseFrontier knows that their equipment is sub par at bestPeople across the country complain on diffrent outlets constantly just wanting what they pay for, just like meYou offered me internet service knowing full well you could not actually give the productThat's advertisementI've been contact with a representitive who has been helpful, but then I get this? This will not work.
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
Regards,
*** ***

Frontier responded immediately on 7/when the customer brought a video issue to our attention and confirmed that the issue was resolvedA technician is scheduled to come out to the house to resolve another video issue on 8/23/and the customer has a direct number to an executive customer
relations representative should there be are other concernsThe has been no reported outage that would warrant compensation

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate ***
*** bringing this matter to our attention The Complaint states that: Ms*** was quoted a different rate after service was installed than when she first established service. The customer’s initial bill was $when she was quoted $plus taxFrontier has investigated the above statements and offers the following response: On August 14, 2017, a Frontier representative spoke to the customer regarding the promotions that were active on the account but not appearing as discounts on the bill.The account has been forwarded to technical support for further review of the active promotions. Credit in the amount of $was applied to the account to account for the missing promotions. The customer has been advised to remit payment in the amount of $107.99.The customer has been provided with direct contact information in the event further assistance is needed as it relates to this issueWe 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 Frontier Specialist: Carla P*** Department: Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Ms*** bringing this matter to our attentionThe complaint states that: Ms*** advises that she is having difficulty porting her telephone number from Frontier. Ms***
advises she has been using her telephone service since last year. It is listed as a business opposed to a residential line in Frontier system and needs to be corrected in order to port out the telephone numberFrontier has investigated the above statements and offers the following response: Frontier investigated Ms***’s account and determined the working telephone number that Ms*** has is a Frontier telephone number that Frontier uses. The telephone number was set up in error which results in not being able to be ported out.Frontier spoke with Ms***, on February 9, and advised her of what happened and that her working telephone number cannot be ported out.Frontier advises that Ms*** requested that her account be closed out as of February 9, and was back dated to January 26, for credit We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Thank you for referring the additional concerns of *** *** to our office for reviewWe appreciate Mr*** bringing these concerns to our attention.The additional concerns state:• Mr*** states the dates referred to in the company response are incorrect, that he attached the original sales order and terms and conditions.• Mr*** states the Gift card, price and ryder showing no contract nullify and void #in the terms and conditions provided.• Mr*** states there is no document that states a 90-day continuous service is required to qualify for the gift card and if there is one, it is irrelevant to this agreement. Frontier has reviewed these additional concerns and offers the following response:• Frontier records show the order to establish service completed on 11/3/and Mr*** was billed for services beginning 11/3/16.• The original sales order attachment provided by Mr*** lists the $amazon gift card selected specifying no contract Mr*** was not under contract with Frontier.• The terms and conditions attachment provided by Mr*** is the Residential digital phone and high-speed Internet service terms and conditions The Amazon promotional offer has additional terms and other restrictions apply These terms can be found online at Frontier.comAccording to the terms, “Amazon Gift Card will not be fulfilled for accounts canceled before days or that have not paid in full for the first days of serviceAmazon Gift Card offer may not be combined with other offers on the same servicesTaxes, governmental and other Frontier imposed surcharges applyFrontier reserves the right to withdraw this offer at any timeOther restrictions apply.”We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Mr*** has experienced as a result of the above matter. Sincerely, Frontier Executive Customer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Ms*** advises she does not owe Frontier for service through March 22, As she
requested the Frontier account to be closed on March 7, Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on March 21, Frontier explained that we bill a month in advance and explained her full bill cycle would be due and is valid as it is not prorated if disconnected before the end of the bill cycle.Frontier advises this is our policy in our terms of serviceWe 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

Frontier CommunicationsThank
you for referring the complaint of ***, ***
to our office for reviewWe appreciate Mr*** bringing this matter to our
attention.The
Complaint states that:Mr*** had a missed install appointment and missed a day of
work. He was installed with a
television
package that did not include channels that he wanted. He requests a credit of $for his
troublesFrontier
has investigated the above statements and offers the following response:Mr*** was given incorrect information regarding his install
date and was sold a package that did not include the ESPN and Viceland
channels. We issued Mr***
adjustments of $25, total $50.We
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Click here to enter
texthas experienced as a result of the above matter.Frontier Specialist: Rebecca N*** Department: Executive Consumer Relations

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention. The Complaint states that:Mr*** advises that he has been charged for unauthorized third-party vendor services on his Frontier bill. Frontier has
investigated the above statements and offers the following response:Frontier’s policy is to credit the amount of the unauthorized charge and advise the customer of the ability to block future third party chargesMr***’s Frontier account has been disconnected as of August 22, 2016.Frontier reviewed Mr***’s Frontier account and provided a total credit of $for the third party charges and the taxes involved on the September 1, bill cycle.Frontier spoke with Mr*** on September 20, and advised the above information.Mr*** is satisfied. 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:• Mr*** advises that he was told he would receive NFL Redzone for signing up with FrontierHe had the channel on September 11th but
he following week, he did not have the serviceWhen he contacted Frontier, he was advised he would need to upgrade his package to receive the NFL Redzone.• Mr*** states that his billing has been wrong since he started the service and has had to call each month to correct it. • Mr*** is requesting that he is provided what was agreed to or to cancel without an early termination fee (ETF).Frontier has investigated the above statements and offers the following response:• Account review of the transcript of the call that generated the installation order found that the NFL Redzone was not discussed. o Frontier provided a Free Preview of the NFL Redzone on September 11th, 2016. o NFL Redzone is not offered in Mr***’s Prime TV program package but is available in the Ultimate TV program package which would require an upgrade of his TV packageNFL RedZone is not offered on an ala carte basis.• Frontier records show that Mr***’s account was missing promotional discounts in error. o Frontier records show the discount for the bundle was added on 6/14/and discounts for the DVR and HBO were added on 8/25/16. o Account review shows all credits have been issued to cover the billing errors. o Mr***’s September statement shows all applicable promotions are now being discounted and billing includes the latest credits issued since 8/25/16.• Frontier advises that due to accepting the Amazon Prime subscription and Amazon gift card for signing up with Frontier, Mr*** must retain his Frontier service for years to avoid an ETF 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.Sincerely,Executive Customer RelationsFrontier Communications

Thank you for referring the
complaint of Mr
*** to our office for
reviewWe appreciate Mr*** bringing this matter to our attention.The Complaint states that:Mr
*** states that he is disputing the charges on the Frontier bill.Frontier has investigated the
above
statements and offers the following response:Frontier spoke with Mr*** on September 16, and advised Frontier applied $in courtesy credits on June 21, as well as $for prorated charges.We also issued a credit of $on June 20, for the installation.Frontier applied an additional courtesy credit of $on June 7, 2016.Frontier applied a $credit on September 16, and corrected the promotion.Frontier will follow up with Mr*** to verify the October bill is correct.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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that: there were issues with Internet installationFrontier has investigated the above statements and offers the following response:Frontier
called Mr*** on three separation occasions and was unable to reach Mr*** by telephone, a voicemail was left each timeFrontier did send a letter to Mr*** as well letting him know that we have been trying to contact himWe 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to
our attention The Complaint states that: Ms*** states that she has had Frontier service for a year. When she connected the service it took three weeks for Frontier to connect the service and then she received her first bill in the amount of $300. This is not what she was quotedMs*** states that she has had ongoing issues with slow internet speeds and frequent disconnects since she connected the service a year ago. She has had a tech out once a week and the issue is still not resolved Frontier has investigated the above statements and offers the following response: Frontier’s investigation found that Ms*** first invoice dated December 1, was in the amount of $306.68. A Frontier representative applied credit to Ms*** account in the amount of $on January 16, for the billing error Frontier’s investigation found that Ms*** location is over 18,feet from the nearest Frontier facilities. Due to this distance, the fastest Internet speed that Frontier can provide at this location is as fast as Mbps. Frontier advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Frontier also advises that Internet service speeds are based upon many factors, including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time A Frontier representative spoke with Ms*** to advise and offered Satellite Broadband as an alternativeMs*** refused the satellite broadband at this time and has a direct contact number for a Frontier representative

After further review, our records indicate Mrs*** was quoted $before taxes and surchargesMrs*** was also notified that the earliest she would be able to downgrade would be September Any changes to services at this time would generate an early termination fee of $1071.71.The
rate Mrs*** is referring to is not available in her areaWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs*** has experienced because of the above matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I have not heard from Frontier regarding my Fios accountI have however, returned the devices associated with my account.
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states
that: Overages in billingFrontier has investigated the above statements and offers the following response: Frontier Communications investigated the closed account, of ###-###-####-***-5, and found that Long Distance calls were charged to the account that should have been covered under Ms***’s phone packageCredit was applied to the canceled account in the amount of $and will be applied to the account as a credit balance in one to two billing cycles.Mr*** questioned his monthly charges against what he was quoted he would be chargedHe was quoted at $After giving a billing breakdown of prices for service/products per month, then credits applied for promotional pricing each month, it was advised to Mr*** that he is being charged $each month before tax 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

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 did speak to a representative on 8/and was given the corrected amount to pay this month's bill However, she stated that the promotions were not consistently appearing on my billing statement each month and this was a technical error She was unsure if a resolution was even possible, in which case, a *manual* adjustment would need to be made to my account each month for the next two years This does not sound like a reasonable solution She stated she would contact me in - hours to let me know the status and I have not heard back from anyone at Frontier regarding this issue I consider it to be open/pending, as this is not resolved
Regards,
*** ***

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** *** advises she called in July and a Representative promised she could save her approximately
$a monthThe new bill would be approximately $a month with taxThe August bill came, and it was $There was a promotion code that was not activatedMs*** *** advises she would like a corrected bill and a call from a supervisor or management with an explanation Frontier has investigated the above statements and offers the following response: Frontier advises Ms*** *** bill has been adjusted and the amount due for October has been satisfiedFrontier bundle promotions have been updated on the accountFrontier Advises Ms*** had received a call from Management confirming the account has been adjusted and there are no more payments due until NovemberFrontier will do a Follon the bill due in November, to make sure all corrections have updated properly on the accountWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** experienced as a result of the above matter Sincerely, Victoria D*** Frontier Communications

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate Mr*** bringing this matter to our attention The Complaint states that: Mr*** states that he has been experiencing intermittent speed and connectivity issues with his Internet service with
Frontier Frontier has investigated the above statements and offers the following response: Frontier advises that a repair ticket was issued on November 23, 2016.Frontier advises that Mr*** terminated his service on November 23, 2016.Frontier issued an adjustment for the loss of Internet service in the amount of $Mr*** was also issued an adjustment in the amount of $for the inconveniences that he has experiencedFrontier spoke with Mr*** on November 29, and reviewed this information with 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate her bringing this matter to our attention The Complaint states that: Ms*** states Frontier is sending two bills, the monthly rate is higher than it was prior and feels that she is not
receiving the correct bundle discounts Frontier has investigated the above statements and offers the following response: Frontier spoke to Ms*** on January 28, and communicated via email on March 1, Frontier advises that the separate billing issue is now resolved, Ms*** will be receiving one bill with the proper bundle discountsFrontier advises there will still be two accounts due to this is how the Connecticut area is provisioned, however it will all be on one billFrontier advises Ms*** had a promotion in the amount of $that ended on December 12, 2017, throughout the year the promotion was missing on the July, November and December statementsFrontier advises we have added a promotion to Ms***’s account in the amount of $per month for a twelve-month period vsissuing the credit for the three months that the promotion was missingFrontier advises this was sent to Ms*** via email on March 1, 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