Frontier Communications Corp.

Frontier Complaint ResponsesIntermittent and Slow Internet SpeedsComplaint: Ms [redacted] advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from FrontierResponse: 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 [redacted] ’s account and has determined that Ms [redacted] resides in an area where high Internet usage during peak periods could be affecting Internet service speedsFrontier has investigated Ms [redacted] ’s account and has determined that due to a surplus of WiFi traffic in his home or immediate area, WiFi network congestion could be affecting Internet service speeds.Frontier advises that plugging devices directly into the router through a wired connection should address this issue.[Frontier tested the access line and found that Internet speeds were within an acceptable range.]Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms [redacted] ’s area at this timeWV Slow Internet Speed Language OnlyFrontier 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 timeCustomer is provisioned for Mbps / Mbps Availability of Advertised SpeedsResponse: As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee.Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed.Service subject to availability.”As a result, Ms [redacted] is subscribing to the service tier for up to Mbps and receives up to 12- Mbps.Broadband Speeds Response:Frontier advises that the FCC does not mandate minimum broadband speedsThe FCC’s decision to define “advanced telecommunications capability” under U.S.C§ has created significant confusion in this regard This definition has no direct impact on the speeds that Internet service providers deliver to customers

Frontier has investigated the above statements and offers the following response: On Thursday, December 7, 2017, the Frontier cables that were strung through the trees hanging over the driveway were buried The representative handling Mr [redacted] ’s complaint has provided her contact information should Mr [redacted] need assistance in the future We regret any inconvenience that [redacted] may have experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate [redacted] bringing this matter to our attention The Complaint states that: [redacted] states that he has closed his account with Frontier and is being billed for $in error Frontier has investigated the above statements and offers the following response: Frontier advises that Frontier has spoken with Mr [redacted] on April 4, Frontier advises after reviewing the account it has found that the bill Mr [redacted] received indicates a deposit refund credit on the bill which is a billing errorFrontier advises that Mr [redacted] account has a zero balance.Frontier advises that it will follow up on the next billing cycle to ensure Mr [redacted] ’ s billing is correct We apologize for any inconvenience that [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] W [redacted] to our office for reviewWe appreciate Mr [redacted] W [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] W [redacted] advises he told the Sales Agent that he would only have the service for about monthsFrontier is going to charge an early termination fee if I disconnected the service before the two-year agreement Frontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] W [redacted] on August 16, Frontier explained If a customer takes the Acquisition Offer from 5/1/- 7/31/and cancels within the 2-year term, care consultant will manually waive the ETFFrontier explained that Residential Install order posted on April 6, Mr [redacted] W [redacted] paid a deposit on April 4, confirmation Frontier advised that the Early Termination Fee is a valid chargeFrontier displays the term FiOS 50/Term 4/06/- 4/05/ We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] W [redacted] has experienced as a result of the above matter

Frontier advises that online chat is one method of contact for Frontier customer serviceFrontier advises if Live Chat is not available or if there is a long wait time, Frontier.com presents customers with an option to schedule a callback.Frontier advises that disconnecting Frontier internet does incur a broadbrand processing fee of $Frontier has issued a onetime discretionary credit to Ms [redacted] ’s account leaving a zero balance owing.Frontier attempted to reach Ms [redacted] to advise of the above however was unsuccessfulFrontier did leave a message that contained direct contact infoWe trust that this information will assist you in closing this complaint We regret any inconvenience that Ms [redacted] may have experienced as a result of the above matter

Good Afternoon, The account in question was zero'd out and the customer was pulled back for the credit agencies I spoke to the customer on July 29, to advise Customer is satisfied with Frontier's resolution Serena J [redacted]

Thank you for referring the rebuttal of [redacted] I [redacted] to our office for reviewWe appreciate her bringing this matter to our attention The Rebuttal states that: Ms [redacted] states that she is reviewing her bills and feels all of her services were paid prior to her disconnecting the service as she was set up on auto payFrontier has investigated the above statements and offers the following response: Frontier’s investigation found that the last payment received on Ms***’s account was on March 7, and paid the February 11, invoice in full The February invoice billed Ms [redacted] for service dated February 11, through March 10, 2017.Frontier’s investigation found that the final charges due on Ms [redacted] account in the amount of $are for services dated March 11, through April 5, Frontier stands by their decision that the total amount due of $is accurateFrontier made several attempts to contact Ms [redacted] and was unsuccessful in reaching her.Frontier sent Ms [redacted] an email to advise on October 4, We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of Mr [redacted] to our office for reviewWe appreciate Mr [redacted] bringing this matter to our attention The Complaint states that: Mr [redacted] advises he has billing discrepancyFrontier has investigated the above statements and offers the following response: Frontier spoke to Mr [redacted] on January 30, 2018, and explained that his promotional discount was from 12-14-to 12-13-Frontier issued a onetime credit of $to Mr [redacted] account as a goodwill gestureFrontier offered Mr [redacted] our current everyday low price for his current services with a year termThe Monthly recurring charge would be $plus tax and surchargesMr [redacted] declined our offerWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that Mr [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she was billed for services after she requested to have them disconnected Frontier has investigated the above statements and offers the following response: Frontier advises Ms [redacted] that our records show that she called on September 15th and wanted to disconnect her services but was offered a credit to retain the account which she acceptedFrontier spoke to Ms [redacted] on December 21, 2016, and advised she was going to receive a credit from October 06, to the end of her current bill cycleA adjustment for for the premium movie package was already issuedFrontier has set a follow up to review the next billing statement to ensure accuracy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier Communications Thank you for referring the complaint of [redacted] to our office for review We appreciate [redacted] bringing this matter to our attentionThe Complaint states that: Mr [redacted] advised that Frontier charged $135.20, after he disconnected his phone services due to moving out of service areaMr [redacted] reports that he spoke with Frontier several times to inquire about the early termination charge and his contract without resolution Frontier has investigated the above statements and offers the following response: A Frontier Customer Service Representative has contacted Mr [redacted] and advised that Frontier recognizes him as a long time Frontier customer since 2001, and have credited his account $for the early termination feeMrBuchanan’s account now reflects a zero balance Mr [redacted] is satisfied with resolution We trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matter Frontier Specialist: Gabriela C [redacted] Department: Consumer Relations

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The company never addressed the employee, Shelby, who directly lied to me They also never addressed the reason why I was not contacted when they changed my service date They have only offered a canned response that doesn't address any of the mistakes they have made They have also not offered me any restitution for my service being disconnected, for all of the mistakes they made, and for the countless hours I wasted trying to get them to get their act together They truly are a terrible company Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Revdex.com bringing this matter to our attention The Complaint states that: Mr [redacted] states his internet was out since install on November 1, Frontier has investigated the above statements and offers the following response: Frontier advises Mr [redacted] internet was repaired on November 12, 2017.Frontier has credited the $ install and $for the timeout of service from November to November 12, 2017.Frontier spoke with Mr [redacted] on November 13,and reviewed the aboveWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] 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 [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.The response provided by Frontier is not acceptable and shows that they have made zero effort to resolve this issue Each point they have stated is and further shows how they are unfairly treating their customers and not maintaining the agreements between the customer and the service provider The following is my response to each of their findings Frontier states they have contacted me and communicated I’m not eligible for the promotional rate Frontier has not made any attempt to contact me regarding this issue The only communication I’ve had with Frontier is when I’ve called each month when the bill in incorrect At that time the billing representative try’s to figure out the problem, but they can’t see my old bills in their system When I signed up for Frontier service in it was for one year starting in August The rate was $a month for cable and Ultimate TV package Frontier has not communicated why I no longer qualify and why they are defaulting on their agreement Frontier states that my bills are available and viewable for my address [redacted] ***There are multiple things that are incorrect with Frontiers statement First this is our old address We changed our service address in October when we bought our new house at [redacted] 98021, which is the current location of the cable and internet service Secondly the bills from August through December are not viewable on Frontiers website (see attachment - showing only bills viewable are from January - March 2018) When I’ve contacted Frontier for the billing issues their billing representatives also cannot see previous bills These bills show my original rate It is clear Frontier does not understand the issue, they are hiding the past Billings and are referencing Billings from the wrong address Frontier states that payments have been made and previous credits have been made as a one time courtesy It is true that I’ve made payments for the incorrect rate and then been required to battle Frontier for a credit Though credits have been made they are not sufficient to cover the difference between their billing and what I’m required to pay based on the rate I agreed to Frontier considering the credit’s a ‘courtesy’ is extremely disappointing and further demonstrates their inability to understand and own their mistakes and believe the customer is in the wrong Is it is courtesy I make my payment every month? No, it’s my obligation by the agreement I signed up for a service, one they are not meeting on their end In summary each of the statements made by Frontier is and further illustrates how they defrauding their customer and not following through with the agreement to provide a service for a price If the bills from August - October were available from Frontier it will be clear they are charging the incorrect rates I do not accept their efforts to resolve this.Thank you for your continued assistance to resolve this issue Regards, [redacted]

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate him bringing this matter to our attention.The Complaint states that:Ms [redacted] advises that she has been experiencing Internet out of service for a total of ten days from April to May 10, Ms [redacted] advises that there has been a temporary drop laying across her lawn during the winter and is requesting that it would be buried or aerial.Frontier has investigated the above statements and offers the following response:Frontier advises that the service was completely restored on May 10, with a permanent aerial drop.Frontier advises that a credit of $for ten days of out of services credit was issued along with a credit of $for a late payment fee.Ms [redacted] was provided with a direct line and extension number for further assistanceWe trust that this information will assist you in closing this complaint We apologize for any inconvenience that [redacted] has experienced as a result of the above matterTell us why here

Thank you for referring the complaint of [redacted] to our office for reviewWe appreciate Ms [redacted] bringing this matter to our attention The Complaint states that: Ms [redacted] advises that she has a billing discrepancy with Frontier Ms [redacted] advises that Frontier needs to honor the amount she was quoted on August 25, 2017, which was $plus taxes Frontier has investigated the above statements and offers the following response: Frontier advises that the dollar amount that was quoted to Ms [redacted] did not include the additional $per month rental fees for each of the additional cable boxes that she hasFrontier advises that a credit in the amount of $was applied to Ms***’s current bill, dated September 24, 2017, to lower her balance from $to $ Frontier also advises that going forward, her bills will reflect the monthly rental fees for the cable boxes.Frontier spoke with Ms [redacted] on October 10, and advised her of the above statements Frontier will follow up after the October 24, bill generates and review it to ensure accuracy We trust that this information will assist you in closing this complaint We apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Frontier has investigated the above statements and offers the following response: • The $early termination fee posted on October 19, 2016; it should reflect on the next billing statement • We have made multiple attempts to contact Ms [redacted] to further discuss the complaint and have been unsuccessful in our attemptsCustomer has been provided our phone number if this matter requires further attention, do not hesitate to contact me at 1-844-320-(ext1113141) We trust that this information will assist you in closing this complaintWe apologize for any inconvenience that Ms [redacted] has experienced as a result of the above matter

Thank you for referring the complaint of [redacted] to our office for review. We appreciate Mr. [redacted] bringing this matter to our attention. The Complaint states that: Mr. [redacted] is experiencing repeat issues with his internet service including multiple drops per day and/or... depending on the weather despite Frontier sending Technicians to the home to resolve the issue. Mr. [redacted] states that the service gets worse or goes completely out every time it rains. Frontier has investigated the above statements and offers the following response: Frontier records show a Trouble ticket that was marked as Complete on 11/13/2017. On 11/16/2017 another Trouble ticket was Completed, marked as Resolved for internet drop issues. Frontier contacted Mr. [redacted] on 11/16/2017 and confirmed the service was working again, however it may go down again when it rains. Mr. [redacted] confirmed that he would like a call-back on 11/20/2017 to check on the services as the weather predicted rain that day. Frontier followed up with Mr. [redacted] on 11/20/17 and confirmed that the service was still working, he has been provided a direct contact number if he experiences further trouble. Frontier applied a credit in the amount of $22.49 for one month half-off of Mr. [redacted] ’s internet service as a compromise to the issues he had experienced. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. [redacted] has experienced as a result of the above matter.

Frontier has investigated the above statements and offers the following response: Frontier has reviewed Ms. [redacted] ’s account and has waived the early termination fee (ETF) in the amount of $400 for both the digital phone ($200) and internet service ($200).Ms. [redacted] ’s account is scheduled to... terminate on March 5, 2018 under service order number [redacted] . Frontier’s billing policy states that TV and internet services are billed in advance for the following month. Termination of TV and/or internet will be effective on the last day of the billing cycle. The service(s) will remain available to Ms. [redacted] through the end of the period for which Ms. [redacted] has been billed in advance. Information about Frontier’s Terms of Service (TOS) can be found at www.frontier.com/terms. We regret any inconvenience that [redacted] may have experienced as a result of the above matter.

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] PS;Please be advised that Frontier has agreed to the monthly charge of $113.99, however, they areadding the fee for an unpublished telephone number and an additional $in feesI find this to be totally unacceptable

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I have talked to a lot of people that live close to the frontier building and they have the same issues as I do, so they can not tell me it's because I live further away!! The Facebook page has nothing but bad reviews and the same problems as I do! I've been calling and complaining for a year, they have Been telling me different things each time, never an answer, but now that I file a complaint they have the answer that fast! This is my only option many peoples only option! They need to fix it! Regards, [redacted] ***