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Reviews Long Distance Phone Service, Internet Service Frontier Communications

Frontier Communications Reviews (4127)

• Jul 06, 2023

Completely Frustrated!
To say I am frustrated with the lack of communication and customer service would be a gross understatement. I called to set up service on June 20th and the earliest install date was July 6th. I specifically explained that I would be taking over service from the previous owner and that there were 2 homes on the street with the same address. Both homes had existing service with Frontier, identified with an A and B to differentiate. No problem, they had everything set up.

About a day later, I received a message that someone with the same address already had service and I needed to call them. Here is where the train wreck started. I called back, and after going through several prompts to try to get a live person, talked to someone who said everything was fine and I was scheduled for install.

The next day, I received the phone call again. Called back, and the representative told me the previous owner just needs to cancel their service and everything is fine. The next day, I received another call, same thing. My husband called them and they said everything would be fine since our install date was still out a way. The previous owner did cancel service.

Fast forward to July 5th - I receive the same darn call again. I had to call 4 times to get through to a live person who had to transfer me to a second person just to explain everything over again. This representative understood the problem with the address, (supposedly) made notes on the account with an explanation and directions and said we were still scheduled for install and someone would be there. Exhausting, isn't it? I know!

Received the 5th call today with the same issue. Was on the phone with 2 different representatives, the second one who said the problem was not annotated in the system and then fixed the issue. He then said he would transfer me to dispatch to see if they could still install. I then was transferred back to the black hole only to work my way back through the prompts to another representative, only to be told that they would not be coming out and had to get me rescheduled.

I asked to talk to a supervisor who then tried to get in touch with dispatch, only to be told the next available install date would be July 25th. This may not seem to be a big deal for some, but considering I made a 5-hour round trip drive (This is not a permanent residence) to be there for the install only to have this happen is just unacceptable.

I have never had such a breakdown in customer service and just feel that Frontier "Communications" just does not care. Rant over - I do not have too many choices in the rural area and need service as I work from home. If you do have a choice, you may want to shop around.

To Whom it May Concern,
At 12:15pm on 8/24/20 I called Frontier Communications in North Texas regarding a move I'm about to make to ask about services for my new home. An individual named Andres helped me.
I ask a lot of questions, so part of the way into our conversation I asked Andres if he works on commission because I didn't want to hurt his chances at a paycheck. I explained to Andres that I wasn't going to be buying the service over the phone, regardless of what was said, and that I would be conducting further research after the call to determine what is best for me. I even asked him if he had a direct line so I could call him back and give him credit for the sale should I decide to go with Frontier. He told me no.
Despite this, he continued to sell Frontier's service, mainly by bad-mouthing the services provided by other telecom servers in the area. I didn't take offense to this.
At the end, I explained to Andres, again, that I wouldn't be buying Frontier's service during the conversation. He responded with, "Yeah bye," and sat silently. It is obvious to me he is trained not to be the first person to hang up the phone. I asked him, "Excuse me?". No response. I said, "Hello?" and he responded, "can I help you?". I asked him if he just said "Yeah bye" and he said "yes."
I told Andres he would be hearing from me. Part of that effort is in this message.
I was on the fence between Frontier and a competitor. In fact, I was leaning toward Frontier. Andres made my decision very easy today.
Sincerely,
A very disappointed consumer.

I signed up for internet and cable service with Frontier a year ago. My service has had issues from the beginning. The internet would cut off and I would have to call to reset. Technicians would walk me through troubleshooting. The internet would come back but then soon after (sometimes within the hour or a few days). The last 2 months this happened almost everyday. Since I have walked through this process so many times, I knew how to reset the connection on my own. Calling customer service at times had 1 hour long wait and I am a busy working person that does not have the time to sit and wait. I called several times to ask for credit on my account due to the fact that with no internet service, I had to pay my cell phone company additional money to use a hot spot. I tried to call several times, the last time I called on August 20th to get an update on my credit and also report that the problem still exists and I would like to cancel. The customer rep proceeded to tell me that I could not get a credit and I would have to pay a cancellation fee since I was terminating my contract. I told the customer service rep that it does not make sense to charge someone for service when the service is not working. And that I am getting out of the contract because I do not want to continue to pay for service that does not work. I also asked for the contract termination fee to be waived since I was cancelling due to no fault of my own. She stated that the terms and conditions did not allow for credit on both issues and I would also be charged for the full billing cycle regardless if I cancelled or not. I stated that Frontier was not abiding by terms as the service was not working. She stated that I never gave them the chance to fix the problem. I said I gave them numerous chances to fix the problem and became so good at troubleshooting I did it myself because of the ridiculous hold time each time I did attempt. I feel this is false advertisement as I signed up based and unfair to have to pay for service that I am not receiving.

Frontier Communications Response • Aug 24, 2020

Thank you
for referring the complaint of Ms. *** to our office for review. We appreciate
Ms.
bringing this matter to our attention.The
Complaint states that:Ms. is disputing a bill for service from Frontier.Ms. advises he would like credit for the time
she was out of serviceFrontier
has investigated the above statements and offers the following response:Frontier
advises that service outages can be due to many factors, some outages affect
multiple locations and others are related to individual locations or service.
Frontier must be advised of any service outages and allowed the opportunity to
address and resolve the interruptions before any adjustments can be applied for
time out of service.Frontier
advises that prior to termination, Ms. was billed and thus incurred charges through
the end of the billing cycle. As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms)
termination of non-regulated services is effective the last day of your billing
cycle.Frontier
advises that as a one-time courtesy to Ms., Frontier will issue an
adjustment to cover charges from the day Ms. disconnected her account to the
end of the bill cycle. Frontier
has set up a follow up with Ms. to ensure accuracy on the final statement.Frontier
spoke to Ms. and advised of the above information.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.

Customer Response • Aug 24, 2020

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.

Regards

I started with frontier in March, but moved to my new address in July. I was told frontier would be at my house to install my new wifi set up in July and they didnt show up, not only once, but twice. I asked of work twice this company to not show up. I missed two days of pay, because this company thinks it's okay to treat customers this way. Finally my internet is installed and and it's not working, I spend more time on the phone trying to get in touch with frontier than anyone I know personally. I am never helped, I am always hung up on, or placed on a hold which is then disconnected. No one in this company cares a out the customer. And the services do not work, I should not have pay the install fee because you didn't come twice which made me lose pay twice and on top of that the install isn't even working. I've trouble shot my router modem more times than I can count, and it never helps, you'd think someone would care at this point, but they don't. I want my account credit for the time I've been with unstable bad service and for the install fee. You should not be allow to treat any human this way. Let alone take advantage as a company of someone like this. A

Frontier Communications Response • Aug 31, 2020

Frontier CommunicationsComplaint Number: 14695863 Company
Code: Click here to enter
text.Thank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Ms. is disputing her bill for services from Frontier. Frontier has investigated the above statements and offers the
following response:Frontier records reflect that Ms. was issued a courtesy credit for $51.38 which reflected on her July bill statement. This credit was for her installation fees billed by Frontier. Frontier Frontier records also reflect an additional credit was issued for time out of services that was reported on 08/20/2020 and repaired on 08/26/2020. The credit amount was for $6.51Frontier representative has spoken to Ms. and provided the above information. 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.Frontier Specialist:
Tocoma K. Department:
General Manager

Customer Response • Aug 31, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID 14695863, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was given $6 or so, when I was called about the issues I submitted to the Revdex.com the person was very angry, wouldn't listen to me and didn't care at all. What's new, it's frontier, I want a resolution, not another frontier employee who doesn't care about customers.
Regards

Frontier Communications Response • Aug 31, 2020

The information provided by
Frontier is directly related to information obtained during the investigation;
which is based on Frontier’s account notes from billing, sales, tech support,
and the order history. Frontier’s position remains the same as there has
been no additional information provided that warrants a deviation from the
original resolution.

My billing was messed up every time I made any changes to it. Worst of all, when I scheduled my service to be disconnected due to moving out of their service area, they sent out a bill for a full month rather than a partial month. I used the service for less than half the month. They also are trying to charge me a $10 processing fee to disconnect service. When contacting support, they tell me that I have no choice but to pay these charges and that they're valid because it's in their terms and conditions.
Do not get this service. It is not worth it no matter what.

I have been without service for two days. Frontier refuses to send out a technician for another 4 days. They have promised twice now to have a supervisor call me. They have not done this. I am working from home and am unable to work due to lack of internet service. They have lied to me saying there is an outage in my area, yet everyone around me that used Frontier has service. I know the equipment in my house is faulty because it will not turn on.

Frontier Communications Response • Aug 24, 2020

Thank you for referring the complaint of
Mr.
to our office for review. We appreciate Mr. bringing this matter to our
attention.The Complaint states that:Mr. advises his Frontier service has been out since August 21, 2020 and is scheduled for August 27, 2020 and he would like this expedited.Mr. advises he would like to receive credit for time without service.Frontier has investigated the above
statements and offers the following response:Frontier advises a repair technician was sent to the home on August 24, 2020 and the service is working.Frontier advises the appropriate out of service credits were issued for the dates of August 21, 2020 through August 24, 2020.Frontier spoke to Mr. on August 24, 2020 to advise of the above information. 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.

Signed up for new internet service online on Dec 11, 2019 . The website advertised that you will receive a $100 *** gift card after 3 months of service. On April 8, 2020, I contacted customer service because I did not receive a gift card. The representative said it hasn’t been 3 full months yet and how I did to look out for the card in plain white envelope and if I have not received it in couple of weeks I have to call the gift card customer service directly. I called that number few weeks later and it was an automated line with no way of talking to anyone. I waited to see if it will come maybe later on but nothing. On July 16, 2020, I called customer service again and this time the representative said I did not qualify for the reward card because I had to have signed up with a customer representative online. Thankfully I had took screen shots of everything and told her the terms on the offer I signed up stated no such requirements. She put me on hold what seemed like forever and told me she was able to find it but how it’s not like most promotions and how I had to call another department to claim the reward. I believe I’ve been patient and did my part and read the fine print but I keep getting different answers depending on who I get in contact with. It’s really frustrating and wasting a lot of time causing unnecessary stress. I do not believe I need to keep jumping through hoops for them to honor what they advertised.

Frontier Communications Response • Aug 27, 2020

Thank you for referring the complaint of
*** to our office for review. We
appreciate Ms. bringing this matter to our attention.In the complaint Ms. expressed
concern regarding signing up for new internet service online, December 11,
2019. The website advertised receipt of
a $100.00 *** Gift Card after three months of service. On April 8, 2020, she contacted Frontier to
follow up on the distribution of her gift card but was referred to another number
but was unable to speak with anyone. She
called numerous times but was given a different answer each time. As of August 27, 2020, the gift card has not
been shipped to the customer.Our records indicate the customer
subscribed to FiOS Internet for $29.99 per month and the Wifi Router Fee of
$10.00; bringing the monthly subtotal to $39.99 per month. However, there was no addition of promotional
codes indicating a $100 *** Gift Card offer. Ms. submitted a screen shot of the
detail provided from her online order. Based on this information, the $100.00 was honored in the form of a bill credit to the account. Ms. accepted the offer and the credit
was applied to the account August 27, 2020.We sincerely apologize for the
inconvenience this matter has caused. Should Ms. wish to discuss this matter further, I can be reached at
EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER COMMUNICATIONS

Customer Response • Aug 27, 2020

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.

Regards

Called frontier on July 31, 2020 about my promotional pricing ending. Spoke to Cheyenne In Pennsylvania. She dropped bill from $180 to 140 and I asked her that my services won’t change she assured me they wouldn’t. I asked her directly if it would change the speed of my internet and she assured me it wouldn’t. Well she dropped my internet speed from 45 to 25megabites. That’s fraud. So if it is not resolved through Revdex.com I will sue.

Frontier Communications Response • Aug 26, 2020

Thank you for referring the complaint of
Ms. to our office for review. We appreciate Ms. bringing this matter to our
attention.The Complaint states that:Ms. advises her internet speed was change without her approval after contacting Frontier to inquire on lower rates due to promotion expiring.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms. contacted Frontier Office of the President and the package was corrected to previous pricing and internet speed.Frontier advised since the bill cycle is the 26th of the month the package may not reflect on August 26, 2020. If billing does not reflect on the new bill it will be effective as of this date and appear on September 26, 2020 billing as a prorated credit. Frontier has issued credits honoring the price and additional credit as a courtesy due to the inconvenience and frustration this caused. Frontier advises the balance today on Frontier.com reflects $55.55 due and there is an additional $23.40 in credit that was given which will appear on the new bill August 26, 2020.Frontier agent spoke to Ms. on August 25, 2020 to advise of the above information. 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.

Customer Response • Aug 26, 2020

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,

***You commuted fraud. No amount of credit will make that right. I also asked for a supervisor to contact me back and I was assured a supervisor within the office of the president will contact me they never did. I want PROOF you put me back ton45 mb speed because my internet is still slow. Why is it slow if you SUPPOSEDLY raised it??

Frontier Communications Response • Aug 27, 2020

Thank you for referring the Rebuttal of Ms.
to our office for review. We appreciate Ms. bringing this matter to our
attention.The Rebuttal states that:Ms. advises her internet speed was change without her approval after contacting Frontier to inquire on lower rates due to promotion expiring.Ms. advises she wanted proof internet speed was returned to 45 Mbps.Frontier has investigated the above statements
and offers the following response:Frontier advises Ms.’s package was corrected to previous pricing and internet speed.Frontier advised since the bill cycle is the 26th of the month the package may not reflect on August 26, 2020. If billing does not reflect on the new bill it will be effective as of this date and appear on September 26, 2020 billing as a prorated credit. Frontier has issued credits honoring the price and additional credit as a courtesy due to the inconvenience and frustration this caused. Frontier advises the balance today on Frontier.com reflects $55.55 due and there is an additional $23.40 in credit that was given which will appear on the new bill August 26, 2020.Frontier agent spoke to Ms. on August 25, 2020 to advise of the above information. Ms.’s plan is as fast as 45 Mbps. Frontier was able to provision the service at 45 Mbps (as the maximum speed for her Internet). Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed.Frontier also advises that actual Internet speed at the service address, and the ability to access various Internet services will vary as a result of connecting Wi-Fi, multiple users or devices on the same account, distance to serving facilities, the capacity, performance or limitations of inside wiring and personally owned equipment. Additional information is available to customers at https://www.frontier.com/nyinternetdisclosures.A Speed test can be ran at https://www.highspeedinternet.com/tools/speed-test/frontier.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.

I have Frontier Internet and phone service. Over the last 2 years of living at this location, I've had numerous internet and phone outages for upwards of a month at a time. I've contacted Frontier and also the regional manager/ supervisor for my area. I have had technicians out to my house over 15 times. I get the same response every time. That is, there is 1500ft of buried cable that needs to be replaced and for some reason they will not fix it. This is resulting in no dial tone for me and also constant internet outages and disconnections. Frontier has documented upwards of 400-500+ disconnections per month. Yet they still refuse to fix the issue with the cable. I've been charged $66 a month for two years for service that is sub par, and in most cases does not work. Frontier knows that are the only land based communications company that serves my area, which is why they have neglected their customers. They know the customers in my area have no other choices but them.

Frontier Communications Response • Aug 21, 2020

Thank you for referring the complaint of
Mr.
*** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According
to the complaint:Mr.
*** advises he has experienced frequent outages over the last two years.Mr.
*** advises the technicians told him the cable service wire is damaged and
needs to be replaced. Frontier
has investigated the above statements and offers the following response: Frontier
advises that this issue has been temporarily repaired.Frontier
advises Mr. is on the best service wire.Frontier
advises that this issue has been referred to the local manager and engineering
to be considered for a more permanent repair. Frontier
spoke to Mr. on August 21, 2020 and confirmed the services were working
but still experiencing frequent disconnects. Frontier communicated the above information and provided direct contact
information. Frontier
will continue to work with Mr. on this issue.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.

Called Frontier @ on 2/3/20 to cancel my service for TV, Internet and Phone. My service was paid through 2/9/20. I had another service installed 2/7/20. Assumed all was well until I received a Past Due notice on 3/12/20. Since then, I have repeatedly contacted Frontier and spoken to numerous persons, departments, via live phone calls, on line chat, etc. Each time am told information would be forwarded to an appropriate department. I have now been sent to collection and have responded to the collection service and provided them with copies of my contacts and the various pieces of documentation. I have had no response from the collection agency.

Frontier Communications Response • Aug 21, 2020

Frontier has investigated the above
statements and offers the following response:Frontier advises on February 4, 2020 Ms. contacted Frontier about disconnecting services however advised a port out of service would be pursued.Frontier advises a port out was never received.Frontier confirms Ms.’ account has been disconnected and Frontier has issued credits to Ms.’ account to bring it to a zero balance and sent notification to the outside collection agency.Frontier spoke with Ms. on August 21, 2020 and advised of the above.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.

Customer Response • Aug 21, 2020

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.

Regards

Frontier our phone provider. We have tried to get internet service for over 3 years at our location. They keep telling us we are too far out. (but our neighbors have it) . They also have told us 3 times they are getting engineers out to get services at our location to only contact us and say they could provide and set up account and send tech out to run the lines and he showed up (while I took off work) only to tell us we can't get internet, we are too far out. I don't understand when most people on our road including our neighbors who are 30 yards away can have internet and we cant. We work from home and we have children dealing with school from home and our cell internet doesn't work the greatest because we are not that close to a tower.

Frontier Communications Response • Aug 24, 2020

Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.

The Complaint states that:
• Ms. would like Frontier Internet service but has been advised that Frontier internet is not available at her address.
Frontier has investigated the above statements and offers the following response:
• Frontier advised that Internet service from Frontier is not available at Ms.’s location at this time.
• Frontier is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans to offer service at Ms.’s address at this time.

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.

I had Frontier service for one year. When Connecticut began experiencing the pandemic and had to lock down Frontier took it upon themself to turn off my service and double the price for a business that had to close. They also continued to bill me. In May when I attempted to re-open my business I found out what happened. They not only stopped my service they created several accounts in my business. name. I spoke to many reps who either lied, were home sleeping, out for happy hour and could not talk, or just hung up on me. A supervisor responded in June and did nothing. I still do not have service, and never got a refund. They won't even send my the boxes needed to send the equipment back. It is an awful display of price gauging and exploiting small businesses that had to close due to the pandemic. I spent six months trying to resolve this on my own and frontier is not interested in anything but stealing as much money as possible.

Frontier Communications Response • Aug 27, 2020

On April 3, 2019 Ms. agreed to set up
an internet account for the price of $39.99 with a twelve-month
agreement. On April 3, 2020 Frontier advised at the end of
the twelve-month agreement, standard rates will apply. Frontier found on April 20, 2020 that Ms.
***’s one-year term agreement expired. This agreement gave Ms.
*** a reduced rate for the internet. The rate in the term agreement
was 49.99 before taxes, surcharges, fees and equipment rental. The price
for the service went to the month to month rate of 74.99 before taxes,
surcharges, fees and equipment. Ms. called Frontier on May 14, 2020
about the price increase and requested to cancel the Frontier
services. Frontier honored the request to disconnect service. On June 2, 2020 Ms. called Frontier
inquiring about the return shipping label for the equipment. Frontier
offered Ms. another promotion and asked Ms. if she would like
to set up the internet again. Ms. agreed to set up a new internet
account. With the new account a new account number was generated
2***. This account never did get installed at the location.
On July 6, 2020 Ms. called in about this bill for 2***.
Frontier confirmed the services were never installed and placed an order to
disconnect and back dated it to the order date of June 3, 2020. This was
to zero out any charges for 2***.The account 2*** has a credit balance of
$156.67 that will be sent to Ms.’s billing address. Frontier advised Ms. that not all the
equipment has to be returned but gave her the mailing address to return the
equipment if she decided to.

Customer Response • Aug 28, 2020

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.

They simplified their response and left out pertinent information. I did sign up for service 04/03/2019, and at that time I stated I did not want a contract or a promotion. I wanted the price to be a regular price that does not go up or down. I specifically requested this because because Frontier is known for changing their prices. I even asked if the call was recorded in the event there was an issue. When I called in May of 2020 to ask why the bill doubled it was at that point their awful customer service stated it just is. I was appalled that they would even double prices given the entire country was closed. That felt as if they were trying capitalize off of small businesses. When I cancelled I was told I had to return the equipment and boxes would be sent. Because they continue to give me the run around and the country was closed I didn't want to continue to pay. When I called a month later to find out where the boxes were I was offered service. The woman was nice and understanding. Then the service was never installed. They continued to bill me and tell me I had service. It took like six phone calls and threats to call the media for exploiting small black owned businesses before they would even acknowledge I did not have service and they opened two accounts in my name in which they took my money for. Now we are at the end of August still no service, no boxes to return equipment, and no refund. However I received a bill for early termination for a service they never installed. Frontier does not believe I should be frustrated that I do not have service and can not operate my business. Frontier is that areas preferred service therefore I am stuck not being able to operate my business until someone recognizes we need other providers in this area or Frontier will continue to exploit and bully small businesses. I am the only black owned business in my building. However there are 10 other white own businesses in the building who have frontier services with no problem. However they have managed to shut down my business with never installing the service. They should have to be accountable for poor business practices. They should have to provide more than a phone call with a rude representative saying they will send a check for the money I paid, when they have crippled a business. There are entire websites and social media pages devoted to Frontier's poor customer service, and price gauging in areas where they are the only provider.

Regards

Frontier Communications Response • Aug 28, 2020

Frontier reviewed records from April 3, 2019,
and can confirm that the representative advised Ms. the rate is with a
twelve-month agreement. The Frontier representative advised Ms.
if the account is canceled early there would be an early termination
charge. The Frontier representative advised Ms. at the end of the
agreement standard rates would apply. Records also confirm that Ms.
*** did not inquire about the rate after the twelve months. Records
confirm the Frontier representative did not say the rate would remain the same.Frontier is not taking advantage of small
business; Frontier’s business rates go up when a term agreement
expires. Frontier gives discounted rates to customers in a term
agreement.Frontier records confirm that Ms. asked
for shipping labels to send the equipment back. The Frontier
representative said she would send out a shipping label. Shipping labels
are sent out if the equipment needs to be returned. Frontier records show that account number
in which was never installed, did have early termination charges
in which have since been credited. The charge was removed on August 25,
2020. Frontier is not discriminating against Ms.
*** and if she would like to set up new service, A Frontier sales
representatives would be happy to place an order. Ms. is welcome
to call to set up new internet services is she wishes to do so.

Primarily the issue is that Frontier doesnt allow for any competition in our area. They have horrible customer service and our last experience illustrates it. They have unethical business practices and as a consumer we have no recourse other than no internet. Our last incident illustrates both. We pay a $10 a month “equipment charge” for our reuter. We have had frontier/*** service since 2006. We have paid for said reuter 10 times over. The reuter was accidentally lost in a recent move. They requested it back. We called and explained the situation and they said “sorry you still owe $100. This was escalated to management who said “sorry you still owe $100. The call was recorded. I do not understand how a company can take your money all these years (we have never even had a late payment) and still charge $100 for an accidental loss.

Frontier Communications Response • Aug 24, 2020

Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
*** advises she is being asked to return Frontier equipment that she no
longer has. Ms. advises the modem/router was accidently lost in her
move and she will be charged $100.00 if not returned.Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms.
***’s service was cancelled on August 12, 2020. Frontier allows 45 days before a charge is applied
to the account for non-return of equipment.Frontier advises that once
the $100.00 charge is applied to the account, then a credit for $100.00 will be
applied to the account to zero out the balance. Frontier advises that Ms. will receive a final bill statement
showing the charge and credit and the zero balance. Frontier communicated the above
information via email on August 21, 2020 and included direct contact information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.

My disconnect date was 5/31/2020, I received an email from Frontier indicating my cancellation summary along with the credits I would receive. My 5/22/2020 bill had a service period of 5/22/20 through 6/21/20. This bill should have been adjusted because I did not have service from 6/1/20 through 6/21/20. They have yet to provide me a credit. I have spoken to several Frontier Agents, everyone of them have stated they will look into the issue and get it resolved or tell me I just need to wait until I receive a final bill, to which I have not. They have now sent my file over to Credit Control so they can attempt to collect the debt I allegedly owe. They claim now since the account is not active any longer and has been sent over to the collection service that there is nothing else they can do. This is unacceptable as I've been waiting for them to honor their email and provide my account the credit its owed.

Frontier Communications Response • Aug 21, 2020

Frontier has investigated the above
statements and offers the following response:Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.Frontier has issued a discretionary credit to Ms. account bringing it to a zero balance and sent notice to the outside collection agency.Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier did leave a message for Ms. that included direct contact information. 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.

Customer Response • Aug 21, 2020

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.

Regards

My internet has been down since last Thursday. It is Tuesday now and since then I have been hung up on by two technicians after being on the phone for an hour and an hour and a half. I was bounced between tech support and billing and they blames each other for the issues. After four days of bouncing me back and forth, someone scheduled a tech to come out. He never showed up. I work from home and my kids do school online. I have been lied to multiple times and told to just wait and see what happens. What a nightmare.

I called on may 20th to cancel my service and was told I paid in advance for the month and they do not cancel in the midle of the month. I continued to receive bils every month which I called every month to make sure this was taken care of. I received a collections notice and called and was told they did not cancel this in time on their end and I still needed to pay this amount for services I did not have or use because I sent back the modem. I need help getting thos taken care of and out of collections.

Frontier Communications Response • Aug 21, 2020

Thank
you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention.Our
records indicate the customer’s account xxx-xxx-*** was disconnected on June
1, 2020. The customer requested
cancellation on May 20, 2020. The
service should have been cancelled on May 31, 2020 to avoid billing during the
next billing cycle. The customer’s May
bill should have been the last bill generated for Ms.. The account was paid in full on May 7, 2020.On
August 19, 2020, a credit in the amount of $45.69 was applied to the
account. The account has been recalled
from the outside collection agency and any credit reporting will be deleted. A Frontier representative spoke to the
customer and provided the above information. We
apologize for any inconvenience. We trust this information will assist you in
closing this complaint. Thank
you,Amara
H.Executive
Customer Relations

local account rep set up account. took my money to complete internet order. never received services. had 3 diff appts made. one came and couldnt do the work bcz of wiring. sent out contractor who did the wiring but couldnt set it up. called and made another appt for monday the 9th bt 8-12. no show. called back to see why no one showed up after I took off work ( frontline nurse) customer service said my account was cancelled. called local sales rep rick, he gave me local area mgr tre number. tre was nonchalant in helping and very blase. rick was helpful but was only sales. end result after 2 weeks of back and forth communication, no services still. called *** and service was on the following 2 days.

Frontier Communications Response • Aug 19, 2020

Thank you
for referring the complaint of *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. is disputing her billing for
service from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
confirmed Ms. never had service installed with Frontier. Frontier
has cleared the billing sent to Ms.. Frontier has set a follow up
with Ms. to ensure no future billing.Ms.
***’s bank has reversed the deposit back to her.Frontier
spoke with Ms. on August 19, 2020 and advised of the above information.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.

My Frontier Communication account was active over 8 years. I discontinued service on 6-17 2020. The end date on my monthly contact was 6-25-2020 paid in advance on time every month per contract. I started new service with *** on 6-12-2020. Frontier billed me $83.44 for 6-25-2020 thru 7-24-2020 the month after the disconnect date. I paid the $83.44 after receiving a letter from Frontier stating they would turn the unpaid balance over to a collection agency and notify the credit bureau’s of unpaid debt. I also received a letter from a collection agency. At this time I would like to get the overpayment back and a letter clearing me of any unpaid debt. I attempted to resolve the billing error through Frontier customer care and billing before the bill was late however after five calls and hours on the phone they are unresponsive and unwilling to correct the error. I have complete documents for all claims in my complaint including times,dates,letter,calls etc. Please help.

Frontier Communications Response • Aug 17, 2020

Thank you
for referring the complaint of *** to our office for review. We appreciate Mr. bringing
this matter to our attention.The
Complaint states that:Mr. advises he was billed 83.44 for June
25, 2020 to July 24, 2020.Frontier
has investigated the above statements and offers the following response:Frontier
found Mr. was billed $72.63 for May 25, 2020 to June 24, 2020. He was
also billed a broadband processing fee on the June 25, 2020 billing for $10.81.
Frontier has mailed copies of both billings to Mr..Frontier
spoke with Mr. on August 17, 2020 and advised of the above information.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.

Customer Response • Aug 18, 2020

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,

***

As stated in my complaint Frontier billed me for 6-25-2020 thru 7-24-2020. My service was canceled on 6-17-2020. As stated on Frontier website all services are paid in advance. Please refund my money.

Frontier Communications Response • Aug 19, 2020

Thank you
for referring the complaint of *** to our office for review. We appreciate Mr. bringing
this matter to our attention.The
Complaint states that:Mr. advises he was billed 83.44 for June
25, 2020 to July 24, 2020.Frontier
has investigated the above statements and offers the following response:Frontier
found Mr. was billed $72.63 for May 25, 2020 to June 24, 2020. He was
also billed a broadband processing fee on the June 25, 2020 billing for $10.81.
Frontier has mailed copies of both billings to Mr..Frontier
position in this matter has not changed.Frontier
spoke with Mr. on August 19, 2020 and advised of the above information.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 is a complete scam. Do NOT use them for internet services. My service never worked and I called 6 times, had techs come to my home twice and it still didn't work and they still refused to credit my account. I worked my way up the chain of command to demand an account credit, which they continually refused. Never ever use frontier!

On 7/7/20 I contacted Frontier Communications for phone and internet services. In the past we have had internet and phone services through Frontier but the quality of the connections failed due to hardware issues along the roadway. Services were canceled at that time. Recently; all new communications lines have been installed leading to the vicinity of our residence and again we wish to seek internet and phone services. Due to the nature of our occupations within the household; internet and phone are critical as we are both essential employees employed with the state education system and state police.

After the initial installation date; the service technician advised the hook up is possible and not complicated. Due to a communications line needing to go across a driveway the job was put on hold until 8/14/20.

8/14 came and went without any word from
Frontier either telephonically or electronically. A service technician never responded to our residence either.

The ability to contact frontier locally and speak with a local employee is nearly impossible. I have contacted frontier communications about our concerns and they have ‘included our concerns in our file’.

I am simply asking for assistance in motivating Frontier communications to connect my residence with phone and internet services in a timely manner.

Respectfully

Frontier Communications Response • Aug 31, 2020

Thank you for referring the complaint of Mr. to our office for review. We appreciate this matter being brought to our attention.

Frontier has investigated the above statements and offers the following response:
Frontier advises that a section of cable was damaged when a drainage pipe was installed.
The installation order for Frontier service was delayed due to the cable damage.
On August 28, 2020 I placed a follow up call to Mr.. During this contact, I advised Mr. that I would continue to follow up until his services were installed.
As of today, August 31, 2020 the trouble ticket reflects allocated to a technician.
Our office will work directly with the customer to ensure his services are installed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.

Sincerely,
Stacey M.
Frontier Executive Relations

Customer Response • Aug 31, 2020

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.

Regards

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Description: Cable TV, Internet and Telephone Installation Companies

Address: PO Box 20550, Rochester, New York, United States, 14602-0550

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