Frontier Communications

Frontier came and installed Fiber Optic internet Summer of 2019. I was told for 50Mbps Up/Down, my price would be $75/month. About every 2-3 months, my internet speeds are reduced at the offices back to what my DSL speeds were, 12 Mbps up and 1 Mbps down. I have to call to get this rectified, and each time it is a small battle trying to get them to supply the speeds I am getting charged for, on hold for HOURS at a time, and passed from department to department, often departments I've already spoken to. Each time they tell me I still am a DSL customer, and that I do not have fiber installed. (Just a note, the local Frontier Office came and installed it. DSL uses a phone line to provide internet, where fiber optic uses a single fiber line. Them saying I still have DSL is 100% incorrect, because the hardware is no longer being used, I have a dedicated fiber line going into my house for internet, I no longer use a phone line.) One time, a man informed me that Frontier Communications DOES NOT EVEN SERVICE NEW YORK STATE, and that the ONT and Router are NOT their hardware.

This time around however, is the worst time to date. They told me on the phone again that I am not a fiber customer, the usual, but then told me that in order to provide fiber, my bill would change. I have been being charged the $75 dollars for the last year. Now, suddenly, because of THEIR mistake, I have not only been told I have to have installed the hardware already installed, but my bill will change. It's no wonder the company is going bankrupt with practices like this, but these circumstances that sound like a ploy for a few extra dollars out of a lifelong customer; not to mention they're the ONLY servicer of the area. They don't take my area seriously because we are unable to switch to another ISP.

I noticed that my phone bill was unusually high. When I logged into my account I noticed that I was being charged for long distance charges which where always included in my bill. I called customer service and they said that I have always had the same plan so right away I asked for customer retention because I knew how that conversation would have ended. The lady with customer retention was very kind and upon my telling her of my bill she did look back and saw that my phone bill had been changed back in March of 2019. I have only called with internet issues and all have been cancelled because I am in a bad area for service, however, at some point they changed my plan for phone and long distance which I have never had a problem with. She said that she could fix this month bill but could not fix the prior 1 worth of over charges. I do have the conversation on tape and would be more than happy to let anyone hear that it was changed and that I had no knowledge and that it is essentially my fault for not calling sooner so I have to take the loss. I am not ok with that.

My wife and I signed up for internet service with Frontier and agreed to 12M speed, a monthly rate of $46.19 which included equipment and taxes. Plus a 1 time install charge of $75.00
Here is what the sent us in the confirming email- (which they flat out refused to correct)

Services Ordered
Frontier Internet $34.99
Preferred Internet 12M Tier
Frontier Internet $30.00
Preferred Internet 18M Tier
2-WiFi Router Service $20.00
Federal Lifeline Discount -$9.25
Estimated Taxes and Other Charges
Federal Taxes and Charges $-0.28
State Taxes and Other Charges $5.16
Estimated Monthly Total $80.62
One Time Charges
Equipment Delivery and Handling Fee $9.99
Technician Installation $75.00
Estimated Partial Month Charges (3 Days Proration) $8.06
Total One Time Charges $93.05
Estimated Next Bill Total $173.67

Now - please note on this confirmation, they want to charge for 2 different speeds. We agreed to 12M.
They claim is is a system "glitch"
After 2 hours on the phone and text, they are not able to update the confirmation and wanted me to take them at their word, we would be charged the correct price.
NOPE! not going to agree with a confirmation that is so messed up.
This company should be shut down. They are not to be trusted and terrible customer service.

I've called in to cancel my internet FIOS service with Frontier on 6/19 due to change in personal circumstances. I was expecting a small prorated refund as that has been my experience with cable, phone, car insurance and really any other service providers as well as Frontier a few years ago. Thus I was appalled when the agent told me that not only I was not to get a single cent back I would also be hit with a disconnect fee which is something I've never heard of since I started service with Frontier in 2018. Given that I prepaid for the next month of service from 6/07 to 7/06 and me calling in to cancel the service on 6/19, I would reasonably expect my last month of bill be prorated and a refund be issued, however the agent said that's no longer the case. I asked I wasn't aware of this change in policy and was never communicated such change. She said the terms are on page 2 of my bill. I went back and pulled it up a few of my past billing statements and viola this new verbiage is only inserted in my June bill (can provide upon request). As my account is on autopay I don't usually check my bills but as I went back to check the older statements I did not notice any such language on any of the older bills. I have not received any communication of this policy change in any way shape or means nor was there a grace period for this policy to take effect. It is disappointing for Frontier to institute such customer unfriendly practices during this time. Based on the above, I'd respectfully ask Frontier to re-evaluate my account as I had not been late on a single payment once over the past 2 years, and prorate my last month's bill based on my cancellation date and waive the disconnect fee as both are not fees/services charges I was made aware/properly informed over the last 2 years and issue me the prorated refund no matter as I believe this is the right thing for business to do, especially during this very difficult time when people can't plan ahead about their life given the unusual circumstances. If Frontier Corporate can do the right thing here, you'd earn my respect as well as business going forward. Sincerely Yours.

Initially called Frontier in May 2020 to ask why the sharp increase in my internet monthly bill. Was told my package rate was up for renewal but there was no new package (that costs less) to be offered. In talking to the rep (Rick) we discussed how a job was lost in my household due to Covid layoff. Rick said he could offer a $16.00 one time discount off my bill and that if in 2 months the loss of job continued due to Covid I could call back and ask for another $16.00 one time discount. I accepted the $16.00 discount as it was better than nothing off my bill. June bill came with late charge and no deduction for $16.00 Covid discount. Called Fronter rep "Meagan" and she said bill should have been credited. But she could not reduce my bill and transferred me to Kaitlyn in retention department. Kaitlyn apologized and said Rick never input the credit in my account. Kaitlyn said she would credit my account $36.28 immediately. July bill shows I owe balance of $16.54; only received credit of $19.74. Called Frontier and spoke to Malcom. Malcom said that someone at Frontier rejected my credit. I stated 3 people have stated they will credit my account and how can it be arbitrarily rejected?? Malcom did not know. Malcom said my options were (1) pay the $16.54 balance or (2) cancel my service with Frontier. I asked for a supervisor - Malcom said he could not give me that information. I asked for Frontier Grievance department so I could either call or email - Malcom said no such department. I asked Malcom who governs Frontier - he said he thinks FCC but had no other information.

I am asking Frontier to abide to what 3 other representatives have said they would do - credit my account $16.54. If this process takes a while I would also ask that Frontier pay any late charges which I am sure will be applied if not resolved by next billing date of July 22, 2020. That would possibly add another $5.00 fee - so acceptable total to be refunded to my account would be $21.54.

May 26th I paid my bill up full. I pay for the fastest internet frontier provides but months and months I've called in and asked for a service tech to come out. It's either the tech cancels 4 or 5 times and you give up and you call in and the "advanced dept," which is internally and they get my speed to 30 mb and itll work. I've paid for the 90mb package since I've had frontier, 3 years...2 months out of the 3 years has it reached that speed.
I called in april for a tech, nothing. I called may, rescheduled 4 times. June 18th, after taking 4 different days off work the previous months. He arrives bringing a modem, which I install. He tests my connection, says "you're connected" and I said but it's running at or between 20-30mb and I'm paying for 90mb. (Megabytes) This is what he says, " I'm sorry but you're connected, my service goes no further. Are you serious, you cant check for latency issues with the line, signal strength, any other variables that can effect my internet, NO. ***. June's bill was supposed to b free, 60 dollar credit. Which I was told that by a rep, yesterday I get a email 224.56 where the hell did this come from. June 4th a new bill was generated, 60 dollars when it's supposed to be ZERO, june 18th, tech day, I get charged 100 dollars for services that state they "fixed" my inside phone lines. I DONT HAVE A PHONE, NOTHING IS INSIDE. I put the old modem back up because the 2.4g side quit working and nothing would connect.
It's now July 9th and my bill is 225 dollars, please tell me how this is fair. I have June's late fee, when that month was wiped off, I have a bill that I took 4 days off, who pays my time when the tech dont show up, 4 times. I was reimbursed for my time, im tired of Frontier using their customers and taking advantage of them because there are no other service providers. I'll pay my 60 july bill but I want my time reimbursed for the years of "NO SHOWS".

I have had this phone and internet service for 3 years. It is our only option where we live. I call and get transferred 3 times because they don’t want to dispatch a tech to the house. Every single time it rains the internet goes out. They are only allowed to band aid the issue. They are not allowed to replace only repair. I spoke with 3 people on Tuesday the 7th and refused to send a technician out saying the issue my be inside and would remotely check. That service was down and I got disconnected from the call. HORRIBLE COMPANY. Call back get someone else. They said they understand every time it rains there is an issue so they are aware it’s outside the home. Gave me a ticket number and said as soon as he submits it a tech will be dispatched. No one came. Call 2 days later and they said the ticket was to fix the modem not to send a tech. We have no cell phone service where we live so we depend on WIFI calling and in turn internet. Now we have to wait over a week for a technician to come out. They have a dispatch office 8 miles from our house. Even in our Villiage of Georgetown Ohio the card readers don’t work half the time because it’s through Frontier. I just don’t understand how you can run a company by band aiding the issue. If you replace it with all new then you wouldn’t be swamped by all the repair calls and give people the run around so they don’t have to pay a tech to come to your house. We took a panel down from under soffit, there is over 100 old phone lines stuffed in there. We have 3 phone jacks in the house and only 1 works. We even have the old Verizon box still outside the house because they refuse to fix and replace. The last time a tech was at our house they say a squirrel chewed through the neighbors line. Then we talked to the neighbors and they say the squirrel is chewing through our line. No one there tells the truth or is helpful. What is worse they only offer a speed of 12mps. Yeah you read it right. 12. It’s mind boggling that people’s lives depend on a service that works. I just hope an emergency doesn’t happen within the week we have to wait for service.

Worst company! No service for two days, but then insisted on charging me for a full month of service (we are 8 days in) to cancel. This is a terrible company, the services have not worked well for the past few months. When I called tech support, the recorded message said that there was knowledge of service problems with "no estimated time for resolution." This has been occurring for the past two days. We finally have had it- high price, low service, and very poor support. Caveat emptor!

Terminated service and returned all Frontier equipment to their local office. (had Frontier as my cable/internet service for more the 6 years, reason for termination of services; sold home and moved to a new location which provides this service)
The young man that scanned my returned equipment at Frontier said "I was all set". Nine days later I received a bill for the regular monthly charges ($155)
When I called the Frontier customer service number, the representative who took my call said the bill was issued do to the return and termination was 2 days into my normal billing cycle. Therefore I am being charged the full month of service. The representative could not pro-rate or assist with any compromise to the situation. Only to add that I will need to pay for the full month even though I have no service, equipment, or even reside at that residence. So I'm being charged for the full 31 days regardless. I feel that is unjustified. If the consumer no longer has the services ( in this case also returned their equipment) how can they charge me for a full month?
Reference account: ***-5

My complaint is regarding Frontier (Frontier Communications) has turned my account over for collections on both equipment and billing. Frontier is well known for erroneously billing people for equipment stating that it was never returned when all they have to do is simply check the air bill which they supply to return equipment. My local UPS Store even warned me to hold onto my receipt for Frontier is widely known to state that equipment was not returned. A Frontier technician also picked up a third remote and and box which I recently noticed they continued to charge my account for many months.I cancelled all of my services with Frontier effective December 17, 2019. This is the same day I started my new service with Cox Communications for internet service and YouTube TV for television service. My account was paid through the end of service date which again was December 17, 2019, Keep in mind Frontier still owes me the monthly charges for an extra box and remote which I gave to their technician when they came out for a service call many months before I terminated my agreement. I have an impeccable credit report with not a single late payment ever on all three credit bureaus. Now Frontier has turned my account over for collections which I warned them against. Since Frontier is well know for billing irregularities and is even under investigation by the State of Connecticut whom I will be filing a complaint to the State of Connecticut Attorney General's office as well as my attorney to initiate a possible class action lawsuit.

Since we had service provided by Frontier Communications on June 9th of this year to repair our internet connection we have had an exposed cable lying on our and the neighbors lawns. A day or two after the service someone and made a cut to bury the cable, but no one has buried the cable for the last month. We called and were told we had to call the Buried Line Hotline. Calls there lead to a recording informing us that they were busy and they would call us back. No calls have been returned. On July 2nd I entered a chat on their webpage during which I had to provide photographic proof that the line was above ground. Those pictures were sent to ***. I received no reply. On the 6th I sent a second email asking if the pictures were received. I did get a reply that they were "looking into it". That is the last communication. At this point I do not believe that I can expect this matter to be cleared up without additional prodding on my part.

Called Frontier on May 29, 2020. During this call, I agreed to change my internet-only service to 1gig month-to-month for a total monthly cost of $55.85. However, I am now being charged $72.18 per month. I have since called Frontier twice to have this corrected, but they refuse to honor the initial order, claiming it was a "system error" that allowed them to offer me this service for $55.85. They have credited me the difference in price for one month, but refuse to honor the initial order cost ($55.85). I would like all over-payments refunded and would like Frontier to honor the original quoted monthly cost of $55.85.

Was told that they provide services to my home , but after 3 months we still have not gotten any service! With no schools open due to covid 19 our son could not perform any school work. In the year 2020 to not have any internet let alone only 1 provider is sad and shows that they just do not care for their customers. If we had ANY other option we would use it.

The primary reason I am notifying you of this issue is that I am 3 years into a contract with Frontier, and have had such an overwhelmingly bad experience that I wanted to document it with you. The most recent and relevant thing I am disputing with them is as follows: I set up service with Frontier Communications and was offered a "free" limited time subscription to *** network. I declined the offer, stating I was not interested. The agent added the "free" offer anyway. I attempted to remove the "free" offer several during the free period when I would need to call for something else, always being assured that it would be removed from my service. This never happened. Eventually the free period ended, and I started to be billed for the service. I continued to call Frontier to remove this service from my bill, and now asked for a refund of the service. This went on for months, and each time I was assured that it had been resolved, the following month, the bill would come and there was the charge. In total, Frontier Communications charged me $143.92 for a service that I did not want. The only reason that the charges stopped, is when *** Network pulled from their contract with Frontier and the service was no longer available. This has cost me hours of time on the phone in addition to frustration and time away from my family. I know that the dollar amount and time doesn't seem like a lot, but if I am late with my payment to Frontier, I am charged $9 per month in late fees. This has gone on for over 18 months, and not only have I seen zero resolution, I have had to give up so much time and frustration to repeat the issue to agents who either disconnect and don't call back, or push me off to another department, or the worst, honestly, assure me that it is resolved and to not worry - my bill will have the credit next month. I've never done business with a worse company. I pay all of my bills on time, and am an honest person. I feel that Frontier illegally added this to my account when I very specifically declined it, and then their failure to remove it when it was their error, taking over a year (still unresolved at the time of complaint) is shameful and is not an acceptable business practice. I have rights as a consumer, but it feels as though there is no resolution other than to escalate to your office to at least notify you of the poor manner in which Frontier is treating customers, and frankly, the illegal addition of services to an account even when they have been clearly declined. Finally, after months and months (18+) of trying to get this resolved, I was notified that "they can't refund the full amount since it's been over a year". This was outrageous. I have been calling them for almost 2 years about this, and now, they're conveniently setting a rule that says it's too late. Ironic, because it's only too late since they never were able to resolve it internally and do what every single agent confirmed and promised me on the phone - The agents all said they saw the concern, agreed with my issue, and assured me that they will refund $143.42 plus taxes. Now I am being told that I may only receive a partial amount (about 1/3) of what they charged me and what I paid. I paid for the full service because I didn't want to accrue $9 late fees or disconnection on the services we actually use. It is absolutely mind-blowing how they have created this perfectly untouchable situation wherein they can randomly bill and have absolutely no recourse for a customer.

Additionally, if I go back to the beginning of my relationship with this company, it has been packed with issues.It started during set up. I have an email from Frontier, from a sales person, who promised to resolve these issues since their billing and customer service departments continued to fail me. In addition, a customer service "Supervisor" told me that due to all of the issues that I had during the set up of our account (I spoke to Eduviges P) they would issue me a $25 credit for each missed appointment since I had lost three vacation days. A total credit of $75. This credit never appeared. (First sign of trouble with the company was that they didn't come to install at our home 3 times. Each time, I would call in advance to confirm, and took a vacation day to meet the installer, and each time, when the installer didn't show up, I would call and would be told there was a "mistake" and they cancelled my appointment. After hours on the phone, even though I had been very clear and corrected the agent multiple times, we discovered that the agent had typed much of my personal information incorrectly and that resulted in an error when setting up the install, so they just automatically would cancel it.) Finally we got installed at the end of June. Our service was to include Telephone, Cable and Internet. We still to this day do not have the telephone service installed. They never did it, and frankly, I gave up chasing them over it. I just didn't have the time to spend (after already spending more than 6 hours on the phone). It just seems impossible to get someone to make things right.

Then, by August there was still no bill from them. So I contacted the company notifying them I was not receiving a bill. That's right, I reached out so I could pay THEM. This took weeks to untangle the mistakes (still) in my personal details that had been mis-entered and resulted in us not receiving our bill. When I finally got the first bill, there were charges for services that we did not request. Specifically, $24.99, $52.48 for something called "Frontier Secure Premier Protection Bundle". There were charges for premium channels that we did not order ($41.98 for *** and $37.78 for ***). All of this adds to an additional $232.23 which Frontier billed me for and was paid, with taxes, and on time so I would avoid disconnection and late fees (because even if it was in dispute, I still had to pay them or be disconnected), and three years later, we have seen nothing from them. This issue of the charges of $232.23 I finally just gave up on pursuing. I no longer had the time to spare to spend my commute back and forth from work (90 minutes per day) on the phone with Frontier, explaining the issue to someone, being assured that it was fixed, and then seeing it is not, then repeating this. I went through this process for MONTHS with them. I do have email interchange with a sales agent who told me she would help. She did not.

So, to summarize, there are two amounts. $232.23 from 2017 that I gave up on (see above for description) and $143.92 that I have been disputing actively for over a year and am NOT giving up on. It truly seems as if this is their objective. If they wear you out and waste enough of your time, you will just go away and they can keep your money fraudulently. I hate to be someone who gave up on money that was rightfully mine. I work very hard for my money and am honest. I pay who I owe. In fact, Frontier, who was not sending me bills, I reached out to THEM to ensure I was able to pay them. The RIGHT THING is for the company to give me my money back for the charges and services I did not order and we all agreed (multiple times on the phone) that I was due.

One final note, is that they often cite "I'm sorry, I don't see anything in the notes which documents this" or "The notes are incomplete, so I don't have a full story from our side, unfortunately". Yesterday, I spoke with two agents and a supervisor. I was cut off from the first agent, after 25-35 minutes, and she did not call back. I then called back and when I got to the supervisor (after more than one hour) I asked her "So you are talking about notes. I spoke to Susie (real name I was given) as the first agent before speaking to you. Do you see her notes from our 30 minute call? The supervisor said "No, there are no notes". So they are telling me that they won't act on calls that were not documented, but there are not reliable documentations of every call, and this is then used against me as reason why they do not have record of their promises - when I had absolutely no control over what is being documented. This time I asked for the documentation and was told they aren't allowed to email customers. Again, seems like another convenient way to dismiss a customer, frustrate them, and be untouchable to the consumer when they've overcharged or made mistakes.

All of it is just really terrible. I just want the money that is rightfully mine, and for the company to be honest and accurate, and not exhaust their customers with bad business practices. On March 11, I was told that I would see the refund within 5-7 business days. It is now July 7 and I have not.

I've always cringed when having to contact customer service as I usually spend upwards of an hour, transfer to multiple people and rarely get my issue resolved.

Hooray I'm moving and FINALLY get to cancel my service. I had only phone and Internet service with them from the old Verizon FIOS days.

Call to cancel took 30+ minutes.

I missed the service window by one day and had been billed for the next month. Shockingly Frontier does not prorate so they are getting paid for an entire month of service that they did not provide. Dare you to find that in the fine print on any of their agreements / website. - I want a credit for $75 for the service not provided

Now they want the return of their equipment a router and a set top box. Problem is that I never had TV service with them and their is no set top box. The spent 15 minutes looking at an old system and can't see why there is a set top box on my account.

So their solution?!? Wait until the charge for the failure to return the set top box hits my account and then call them again to dispute it. So even trying to terminate them I'll have to contact them yet again!! - I want any/all charges for failure to return equipment credited back to my account

Ridiculous and unethical customer service all around. Avoid this company if you can.

Frontier Communications ensured me that my home was in their area to provide internet service. They could not install internet for 6 weeks due to their 'schedule.' I had three phone calls with Frontier in the meantime to be absolutely certain they could provide internet at my home. They let me know their fiber optic team and corporate office confirmed I would have high speed internet in my home and that the installation would be seamless. Installation day was today, I get a call from the Frontier Technician and he explains to me there has never been Frontier services in my area and there was nothing they could do for me. I have been waiting weeks for this, they could have called me letting me but of course they did not. I am now at a loss

Charged Long Distance(LD) charge - was told I did not have LD on my phone ... I did - had roll over minutes --- Service rep was not knowledgeable about my phone -- I was told to add LD unlimited was a $10 extra charge --- I said okay as I need LD from working at home -- this was May 15, 2020 --- May 28th, 2020 -- I had to have my call waiting and caller id added back from this service order --- June 15th -- next bill still being charged LD --- June rep did not understand what the May rep did and so the order was not complete -- July bill still showing LD charges 5th call --- was told since they did not change till June eventhough showing work orders that they would not credit their own issue

I signed a contract for all movies channels and there has been at least 8-10 channels removed from my original contract yet im paying the same price for services. I contacted Frontier directly and was discriminated due to profiling and im seeking resolution through a price reduction or redemption of services. I was treated extremely poorly and treated like a burden. Im requesting a price reduction or redemption of services or I will file a civil suit for mistreatment and abuse of overpricing.

Frontier service is marginal at the best of times, however about a week ago the internet stopped working altogether. Called and was connected with another country who could not help. Texting w representatives yield one resolution which only lasted hours and another who did not resolve the problem. No ability to call local office. Can’t resolve problem until 17th (at minimum). Meanwhile still paying for service

I purchased a house in Durham, NC on May 11, 2020. In late April I called Frontier to arrange for Internet service only in the new house. Due to COVID-19 concerns, Frontier advised that it is not sending technicians to homes to provide installation services. The owner of the house at that time offered to transfer his service to me because the house was already wired. On or about April 23, 2020, the owner and I participated in a three-way call with Frontier to transfer service. On that call I advised that I did not want cable service, just Internet service. The Frontier representative did not advise me that once the account transferred to me, I would be liable for the owner's bill. I am now liable for $80 that Frontier alleges is owed for service from May 8 (when I didn't own the house) to the end of May. This includes cable service, which I have never had from Frontier.

I have attempted to resolve this issue with Frontier on six occasions speaking to supervisors three times. Frontier confirms that the charges are valid but is unable to explain how I can be liable for cable TV charges when I have never had this service from Frontier.