Frontier Communications Corp.

Frontier CommunicationsComplaint Number: *** Company
Code: Click here to enter
text.Thank you for referring the
complaint of Eric
*** to our office for reviewWe appreciate you
bringing this matter to our attention.The Complaint states that: Mr*** advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierFrontier has investigated the above
statements and offers the following response:Frontier 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 timeFrontier has investigated Mr***’s account and has determined that due to the distance, the fastest internet speed is up to Mbps although he is subscribed to MbpsFrontier representative have spoken to Mr*** and advised the speed issue.Frontier have issued a $courtesy credit on Mr***’s account for the inconvenience.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.Frontier Specialist: Tocoma
K. Department:
General Manager

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 her promotional discounts expired in November causing her bill to increase Frontier has
investigated the above statements and offers the following response: Records show Ms*** subscribed to FiOS Digital Voice, FiOS Internet 50/50, FiOS HSI Equipment, FiOS DVR Service, FiOS Preferred HD for $273.97. This excludes promotional discounts and applicable taxes and surchargesRecords show Ms*** received the following promotional discounts $14.99cr, Equipment Promo Term $12.00cr, FiOS Promotion Term through 12/03/$ 20.00cr, FiOS Video Promo term through 12/03/$49.99cr, FiOS Promo Term through 12/03/$25.00, FiOS TV Promo $10.00crThis brings Ms***’s monthly rate to $after taxHowever this excludes any premium channels, PPV/VOD purchasesAccount research shows Ms*** has carried a past due balance since bill date October 5, 2016.Records show on bill date Ms*** was billed previous balance $333.89, payment received $165.53cr, balance forward $and current charges $for a total of $511.59. On bill date January 5, Ms*** was billed: previous balance $511.59, payment received $165.53cr, balance forward $346.06, total new charges $for total amount due $621.21.Account research shows Ms***’s service was suspended for non-payment on January 24, Records show service order *** completed February 1, disconnecting service, effective January 24, 2017. At this time all warranted credits have been applied, Ms*** has a balance payable and due of $636.11. A Frontier representative attempted unsuccessfully to reach Ms*** A contact letter was sent on February 24, We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** *** may have experienced as a result of the above matter Frontier Specialist: Amy B*** Department: Consumer Relations

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*** advises that Frontier did not disconnect an account after he requested to disconnect
itFrontier has investigated the above statements and offers the following response: Frontier advises that the account was disconnected effective September 15, as requested by Mr***.Frontier spoke to Mr*** on October 27, and advised of the above informationWe 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

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 experiencing intermittent speed and connectivity issues with his Internet service from
FrontierFrontier has investigated the above statements and offers the following response: Frontier has investigated Mr***’s account and has determined that Mr*** resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.Frontier advises that a technician went out on March 19, and changed Mr***’s equipment in the office where his service works and reprogrammed his modem and tested good to inside per Mr***.Frontier advises that credit has been applied in the amount of $and will be on his next bill statement that prints on May 15, 2018.Frontier attempted to reach Mr*** but was unsuccessful. Frontier left a message for Mr*** that included direct contract information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will pay when the final statement with the account closure details is received
Regards,
*** ***

Thank you for referring the complaint of Ms*** to our office for reviewWe appreciate Ms***
bringing this matter to our attention The Complaint states that: Ms*** has been having both internet and phone trouble for several years and is requesting we replace her equipment Frontier has investigated the above statements and offers the following response: Frontier is currently working on upgrading cable and equipment in Ms***’s areaFrontier expects the outside work to be completed within the next few weeks and should resolve the issues Ms*** has been experiencing 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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that: *** could not get a replacement set top box to work and called customer service for repair assistance and
experienced long hold times on 04/28/Frontier missed repair commitments to go to the home and get the set top box working on 04/29/and 04/30/*** again experienced long hold times and transfers when calling about the missed appointmentsFrontier has investigated the above statements and offers the following response: Repair appointments were missed on 04/29/and 04/30/and trouble with the set top box was cleared on 05/02/A $credit was issued on the account due to the multiple missed appointmentsFrontier attempted to reach *** *** at telephone number on 05/06/2016, 05/10/and 05/16/regarding this Revdex.com complaintMessages with our contact information were left on each attemptA Call Me e-mail was sent on 05/10/to e-mail address ***As of today, there has been no response to the e-mailWe trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** *** has experienced as a result of this experience

The dial tone outage was restored on 9-15-16. The account was issues out of service credit that will show on the 10-7-statement The customer reported noise on the line on 9-19-that was cleared the next day On 9-25-a Frontier representative left a follow up message
on the answering machine advising to let us know if they experience any further issues

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
Regards,
*** ***

Frontier CommunicationsThank you for referring the
complaint of *** *** to our office for
reviewWe appreciate *** *** bringing this matter to our attention.The Complaint states that:Mr
*** was quoted $monthly recurring charges plus taxes and
surcharges for the triple play package with equipment includedMr
*** monthly statement in July reflects $453.96.Mr
*** would like the quoted price of $honoredFrontier has investigated the above
statements and offers the following response:Frontier reviewed the account and records indicate the promotions that were promised was not active on Mr*** accountFrontier has activated the promotions to reflect the quoted price of $monthly recurring charges plus taxes and surcharges on July 4, Frontier has called Mr*** in issued the proper amount of adjustments on the July statement of $202.78.Frontier will follow up with Mr*** on September 7, to make sure the monthly recurring charges are reflecting at $plus taxes and surchargesWe 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 Specialist: S
R*** Department:
Customer Relations

Frontier CommunicationsThank
you for referring the complaint of *** ***
to our office for reviewWe appreciate Ms*** bringing this matter to our
attention.The
Complaint states that:Ms*** indicates that she was billed Video on Demand charges when On Demand indicated no chargeMs*** indicates that she was billed all at once for her purchasesFrontier
has investigated the above statements and offers the following response:Frontier recently audited Ms***’s account and found she was not being billed for video on demand and pay per view transactions made since April of this year. Ms***’s updated bill reflects the purchases that Ms*** had made that she had not previously been charged for during this time frameWe
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: Allison S*** Department: Executive Consumer 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*** is disputing a bill for services she disconnected before receiving equipmentFrontier
has investigated the above statements and offers the following response: Frontier advises Ms***’s account has been credited the full amount billed of $ The account is now at zero balance.Frontier spoke with Ms*** on September 28, and reviewed the above We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that *** *** has experienced as a result of the above matter

The merchandise came from a third-party: *** *** *** ** *** *** *** ** *** However their involvement was strictly limited to shipping the product to me It was frontier communications that recommended the item and they are also the ones who collected the
payment from me I'm so relieved that you are looking into this matter with me Please let me know if you need any additional information or explanation###-###-####

Frontier has investigated the above statements and offers the following response: Frontier advises that trouble was reported on December 13, and was closed on December 13, 2017.Frontier confirmed working service after repair on December 21, 2017, no further questions or concerns were
presented. We regret any inconvenience that *** *** may have experienced as a result of the above matter

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: Mr*** states internet issues since December 24, and long hold time for disconnect
requestFrontier has investigated the above statements and offers the following response: Frontier has been unsuccessful in reaching Mr*** thru phone or emailFrontier would need to speak to Mr*** to safeguard account and /or place any orders 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 ***, I accept Frontier's response and resolution, however there is one point of inaccuracy in their stated response. My Frontier billing statement shows that the promotional discount will be expiring on 2/2/which is just months into the first year. I would expect Frontier to apply the manual credits for the remaining months of the first year as well as the entire second year of service billing. Subject to that clarificationI accept their response and resolution to my complaint
Regards,
*** ***

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
Regards,
*** ***
Although I received a prompt response from a representative at Frontier, this problem is still not resolved. I was advised to complete a name change on the account, which I initiated on Monday 13thI was told this should take 24-hrs to completeHowever, after calling again on Thursday, I found that the account name was still in the wrong name and I cannot complete any orders for the 2nd internet lineI won't be able to release this complaint until the matter is corrected and our internet service is installedThen, I will consider the matter closed

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*** had been without Internet service since February 2, 2017. She had trouble getting modem replaced Frontier has investigated the above statements and offers the following response: Frontier found that Ms*** received a new modem and contacted technical Support on February 25, for assistance in setting it up.Frontier issued a one month Internet service credit to Ms*** for $due to the amount of time she waited for modem to arrive.A Frontier Representative left a voice mail for Ms*** with contact information if she had any further questions or concerns.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

Thank you for referring the complaint of *** *** to our office for reviewWe appreciate *** *** bringing this matter to our attention The Complaint states that: Ms*** states that she has constant internet outagesFrontier has investigated the above statements and
offers the following response: Frontier 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 timeFrontier has investigated Ms***’ account and has determined that Ms***’ resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier advises we are continuing to work on improving internet service in Ms***’ area We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms*** has experienced as a result of the above matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response is proof positive of how unwilling they are to fix the problems they've created I have not made a payment since September merely because they had a credit my account for overcharging meYou can see this new previous complaint, (complaint # ***)Their excuse for my service fluctuating from time to time due to upgrades is an unacceptable non-explanationIf you look at the JPEG you can see how little Internet I was receiving for what I've paid forPoor internet speeds & my Internet constantly turning on and off have occurred for a very long time, but it got really bad in the months of January and February of this year I was in constant contact with them trying to figure out when they're going to fix my Internet and grant me my request for a new modemThey had continued to promise me that it will get fixed right away and that my modem was coming any day now to no avail Every promise that a customer service representative has given me has never come to fruition They did promise me a credit back for the month of January and February, due to the extremely poor serviceAnd I also know for a fact that they have made the same promise to other frontier customers in my communityI also know they lied to these customers, because these customers are extremely angry and there is talk of a class-action lawsuit Our homeowners association advised frustrated frontier customers to file a complaint with the utilities commission, which we have also done
Regards,
*** ***