Frontier Communications

My husband and I are new home owners in upstate New York. This is a second home not our permanent residence. We are 150 miles from this new home. We have scheduled installation with Frontier Communications multiple times and they never come to install phone (landline) and internet service. Frontier Communications has a sole monopoly in the area. They do not contact you when they decide to cancel. The only way to know if they are not coming is to call them. This new home is in a very rural area and we do not even have cell service there--so it is imperative that we have a landline service. I told them last week that I have a nephew with a heart condition coming for a weekend visit, and need to know that I can call 911 in case of any emergency. The customer service agent could care less and would not connect me a manager to speak with. We have to travel 300 miles for their scheduled appointments that they never show up for. They don't seem to care. We were to be service on October 1, 10, 12 and 16th. No one has ever come or called. We call and they say dispatch cannot make it there and then give us a date for the following week. I told them I cannot keep traveling up and back 300 miles for them to not show up. They still don't seem to care. I feel victimized by them since I have no recourse in another company to hire. Please help me. Thank you.

My internet service went down from September 6, 2019 - September 18, 2019. The technician fixed the internet outage on September 18, 2019. I called Frontier Communications on October 4, 2019 to get a credit for time of no internet service. The representative stated we will get a credit for that time period. I received an email the following week stating the credit is in review for up to 7 - 21 days. I don't understand what is there to review when a open ticket was created for a technician to fix the internet. Frontier Communications still expected me to pay the bill even though we were not receiving service. I called Frontier on Tuesday, October 15, 2019 to have them explain the reasoning. Frontier would give me any reason for the review. Frontier Communications is a horrible company to deal with. Thank you.

Engaged with Frontier 2 years ago (10/3/19) for Internet only service, FIOS service at 1 Gbps. I was told it was $79.99 including all taxes and fees and the price would never go up. Over the past two years, it went up $5 per year. No big deal.
I received a bill for $219.99 per with a billing date of 9/22/19 stating that the "promotional" pricing period had expired. I called Customer Service on 10/8/19. They told me that the previous person who sold me the service had lied and opened a case. Case #: ***. This case was to retrieve the recording of that call to determine what was said. If the recording indicated the Service Representative made that statement, they would honor it. During the same call, I asked for a credit for the difference between my regular billing and the $219.99. The Service Representative did not have the authorization to issue such a credit and opened Case #: ***. I was told I would hear from them within 3 to 5 business days. Called today (10/17/19) one day after the new billing cycle to inquire about the cases. The Service Representative's name was Deanna. She reported there were emails sent to an email address I have never used nor that is anywhere in my file. She confirmed that her records did not show this never used email address anywhere in my file. I asked to be told what the emails said and she responded she could not read them. I asked about current promotion pricing and she indicated my price is $219.99 as I am not a new customer. I requested to cancel my service which she did very quickly. I asked for a credit for the difference in price between my plan and the $219.99 and Deanna responded that since I had cancelled, there would be no credit. She said "that is how they do it". She finished up by offering me the Cancellation number. By this time she was huffy, frustrated and angry. When I expressed my disappointment in a courteous tone and that I was sorry we could not reach an accommodation she said "yea right" and hung up.

: Frontier Communications $249.74

I do not have this service and will not pay this amount.

Cc: Frontier
P.O. Box 740407
Cincinnati, OH 45274-0407

I have herewith enclosed payments to *** that were to be bundled with this service as well as payments made to *** that were unbundled ref: *** order on 5/15/19. Long Story Short: I ordered service with Frontier and *** the same day, guys installed the same day but services were never connected to each other and never had internet on the TV. Two weeks later, Frontier services were not working and service man came out to fix short in pole equipment. Two weeks after that, services were disconnected for non-payment by Frontier; even though services were bundled. I called and paid $98 to bring current and service was never turned back on. I then took the modem and returned it in person to your office in Sylva, NC. I was given another *** address to send payment with ref no. #***. Please understand that I never had internet service other than the one month and that was sketchy at best.

I've contacted Frontier Communications 3 times attempting to remove the "freeze" on my phone number. I want to port my Frontier home phone number over to a *** Wireless cell number. I've been told the issue is resolved and given a ticket number, but it wasn't ever fixed. I called back to then be told there was no freeze on the account. I've went to *** to attempt to move the number to a cell phone; however, *** is unable to do so. I've even called my local Frontier office to be told they can't help and they will transfer me to the customer service center again.

I place a new residential internet service order and had technician scheduled to install 7/30/19 8am-12pm, received confirmation 7/28 & 7/30 (I have screenshot /documentation) by 1:15p no one had shown up, I spent an hour on the phone, no one could explain why tech didn't show, couldn't locate acct despite giving the order number to multiple agents. Installation was reset for 8/8 1pm-5pm. Received a text on 8/7 at 1:16p that a tech was at my home to install?? I rushed home, there was no one there. (i have text documentation). on 8/7 received text that there was a delay (have text) and a reminder for my appt on 8/8!. On 8/8 I waited for tech at the appointed time, no one showed up. at 7:25p received text there was a delay. Spent an hour and 41 minutes on the phone, again no one could locate acct/new service, Finally talked to an agent that assured me I would not be charged for installation, apologized for the 3 no shows and promised tech would be there on 8/9 between 1pm-5pm. 8/9 tech arrived at 8pm until 10:30 pm, still no service. I had now received a bill from Frontier dated July 1 for $177! I was on the phone with no less than 6 agents from 8pm until 9:59pm to correct this issue as I had no internet service and no installation so how could there be a bill? I was assured again this would be corrected. On 8/10 I received a message from Frontier that "I appear to have missed my scheduled appointment on 8/9"????? I responded that I sat with their technician from 8pm until 10:30 pm and that THEY had missed their appointment. No response. Technician returned on 8/12, 8/13 & 8/14, on 8/15 we finally had sluggish/choppy internet service. On or about September 20, there was no internet service. I dreaded calling and being on the phone for hours, but finally called on 10/2 to inquire and was told service was interrupted for non payment/past due bill. Again after an hour and half phone call and passed around to multiple agents, the last of which rudely told me there " isn't going to be no credit" "pay your bill and you;ll get service"??? At this point it is not even worth another 2 hour phone call, the frustration and aggrevation of dealing with this company. They are incompetent and disorganized . I have been inconvenienced for hours on the phone and have left work on 5 OCCASIONS TO BE AVAILABLE TO FRONTIER!! I am not paying for service I did not receive or a bill for services rendered in JULY when no one ever made it to my home until August 15th!!

Frontier did not provide me adequate service on several occasions. They charged me 100 dollars to have someone come out and tell me there was static on my phone in my house and it would be 250 more dollars to get that looked at to which I declined as the problem is off and on. Then service was down and they took 12 hours to restore it on a buisness line. I lost a ton of customers and filed a complaint with FCC to which I had my service turned off. They now are billing me for every motnh despite my lone being turned off

Price keep increasing and after finding a better offer cancel the service the took 2 days to honor my request and after the send me a bill for the month $311.08 when I called get the reason of this balance the are telling me that is the same 1 day or 30 and I need to pay that money

In August of 2019 we contacted Frontier Communications to terminate our service as we had talked to multiple reps over the past 10 years to address poor or no high speed internet service. Despite multiple tech visits we were told that Frontier was providing us the fastest service they could which was below 1 MB and multiple techs confirmed we were getting around .28 MB of high speed internet, which made it nearly impossible to use our high speed internet. After 10 years of poor service we called to terminate service and were advised at that time that we had an auto renew contact setup that renewed our service with Frontier every 2 years and if we terminated we would be changed a $200 + tax early termination fee. I filed a dispute on this fee as it is unjust to charge a customer to cancel a service that the business failed to provide in the first place. I have since had to make multiple phone calls asking for an update on the status of my dispute and no one can tell me the status other than we still owe the fee and that's once again under review by the adjustment team. I was also told regardless the outcome of the dispute Frontier will not proactively notify us of the outcome and that I will need to continue to call the customer service department to inquire on the dispute. We are looking for a resolution as it seems unethical to charge customers to end a service that was never provided. We're also concerned of this bill going to collections due to no one from Frontier Communications advising us to the status of our dispute.

MY SERVICE WAS CHANGED TO A NO EARLY TERMINATION AGREEMENT. I SPOKE WITH 3 ASSOCIATES AND A SUPERVISOR WHOM CONFIRMED THIS WITH ME. I AM NOW CANCELLING SERVICE AND THEY ARE TELLING ME I HAVE TO PAY FOR EARLY CANCELLATION. FRONTIER HAS BEEN SAYING AND THEN DOING THE OPPOSITE OF WHAT THEY AGREED ON FOR MONTHS NOW AND THAT IS WHY I AM SWITCHING INTERNET PROVIDERS. THERE SHOULD BE NO FEE AND MY BILL SHOULD BE PRORATED TO THE DATE OF MY CANCELLATION 10/17/19.

RONTIER COMMUNICATIONS

FIOS VOICE MAIL SERVICE

Installation date- 10/.3/19

Order - CZ71442900

When service was installed it cut off my ability to receive messages on my answering machine. Instead the messages when to their private voice mail service.

I contacted Gerald- Cust Care- 10-7-2019

He said they kept the phone number from an old Frontier account that I had years before, in their system. This is why my last phone number did not work. I told them just to keep the one they had listed and we would adjust.

I still could not receive messages on my answering machine even though my callers were using the new phone number.

I contacted Ivy Jane- Tech Support- 10-11-2019

I informed her of my problem getting messages on my answering machine. She researched the system and input for their voice mail service to be removed. She said this would happen 10-15-2019.

On 10-16-2019 I still could not receive messages on my answering machine.

I contacted Ray- Tech Support

He said the Fios Voice Service showed still active in their system. He referred me to their Cust Care division to further deal with my problem.

Transferred to Alexis- Cust Care

She said the reason the Fios Voice Serivce was still active on my account was due to a system error where the code was blocked. It had since been resolved. She said the Fios Voice Service would be removed now on 10-18-2019.

I informed her that because of their Fios Voice System that the installer never told me would eliminate the ability of my answering machine to receive calls, I had missed several important calls and had to apologize to the callers for not getting back to them.

I suggested that Frontier give me a credit against my bill for all of the trouble and aggravation I had been through since they installed the system. She replied they do not give credits.

For the reasons above I believe that I have a valid complaint to make against this media provider. They make it very inconvenient to talk to someone because in each instance I was on the phone for nearly an hour.

I would appreciate your involvement in getting this company to recognize their poor customer service and hold them accountable for it.

Sincerely

When I called in August 2019 to cancel the account with Frontier, I was not informed of a contract or a balance that would be due. I then received a bill for $1,266.11 which represents the remaining year contract that was apparently auto renewed that I was not informed of. Since the cost was always going up each month it seemed as though we were not on any type of contract and I do not recall getting any type of notice informing me of the autorenewal via email or mail. From January 2018 the cost went from $149/month to $160/month. We had spotty internet and the wifi would not work through out our 4,000 square foot building this is why we switched internet/phone services.

I would rather buy internet from Russia than this company. But Russia doesn't offer internet in my area and Frontier is the only ones that do... we have been waiting for 3 months for internet and still dont have internet and appointments get rescheduled every time and put off for a week at a time. Terrible customer service and I have missed atleast 3 days of work so far, and no techs have showed up yet. Sorry excuse for customer service.

Bullcrap service. Have had internet for only 1 hour a day if that. Not to mention its mot even an hour all together. Call tech support nothing they can do but send a tech to the house. Tech comes nothing they can do its an outage. Call to get my bill fixed since I have no services and they say they cant fix the issue with my bill until the issue with the internet is resolved. AND they dont know when that will be. Its been 3 months now! Yet I still have to pay my bill. Asked to speak with a supervisor and am still currently waiting on hold after an hour and 4 minutes.

Frontier sent me an email telling me that I was now able to get better internet service at my home. I have been with them for many years and had voice phone and DSL. I called about the upgrade and they confirmed I was able to get the service at my address. I agreed to the new service and set an install appointment. The service was going to bring my current plan from a 3mb/sec data rate to 12mb/sec data rate. On the day of the install, I took work off to be there. The local service technician called me and informed me that Frontier made a mistake and that the service is not available at my address and that he was not coming to complete an install.

I contacted Frontier multiple times, spending more than 4 hours on the phone to resolve the issue of being billed for service I did not receive and trying to reinstate my previous service. Frontier was unwilling to reinstate my previous service. I was told that I had a grandfather plan they no longer offer and that I violated my contract by responding to their add and attempting to upgrade. Mind you, I never had a service change at the time of call. One representative said she would call me back with a resolution, but never did. Another rep in the retention department tried to adjust my bill so it was close to the same as before, but downgraded my service to do so. My bill increased by $50 a month (a 54% increase) and I was downgraded from a 3mb plan to a 1 mb plan which basically equates to no service. They also added a $10 a month fee for the wifi router I have had for 6 years and had never had a fee for. To add to the issue, I was told to not pay my bill until I had received credits for the service call I was charged for. Then, they charged me a late fee and would not remove it.

On the final call, the CS Rep told me that they do this a lot. They get people on grandfathered plans to agree to an upgrade, even when they can't, and then raise their price for service with no remedy to return to the old service plan. This is theft.

My phone services and DSL service was originally with *** communication but I switched my phone, internet and TV services over to optimum on Sept 9th 2019. My phone is now with both optimum and *** tried reaching to *** several times to cancel phone and internet but they don't want to cancel my service.

Frontier internet routinely cuts out when it rains and though we are promised high speed internet we barely get rates above 100kb/s. We currently have no internet again and upon calling multiple times continue to get hung up on. One call the Frontier representative promised to call back if we were disconnected. 45min nothing. This is a monopoly.

I initiated service with Frontier Communications on September 10, 2019 which from "Day One" was never connected completely with internet service and poor phone connection . I was out of service twice, one of those times 5 days until a technician could be sent to so call restore service. It never happened never feasible from the beginning, which was misleading because sales Rep Eric never told me of the problems Frontier was having to provide full service. If I would have been given knowledgeable information to make a decision, I would not have made the choice to request service from Frontier. I never had beyond 3megabyetes of internet speed. What they were able to offer was below substandard not adequate. I was even given an existing phone number that was still registered under a previous customer that had not purged from the system, so they kept identifying me when I called with that person and their account, it took a week for them to adjust that problem, mind you while the other isuues still were a problem I wasn't receiving proper internet and telephone service without interference, calls dropping, calls having screeching feedback and internet service that kept stopping, even losing important data, very annoying and frustrating in fact daily it got worst. I was billed $112.23 which after speaking with Theresa would show on my final bill, which I totally dispute and disagree. Theresa from West Virginia Call center placed my dispute with Frontier back office?, I question the verbiage. After she submitted my complaint she was unable to provide a case number, she stated she back out of the dispute twice but she said a case number was never generated but that I could be assured the dispute/complaint was duly noted on my account. I asked if she could send me a fax of the disputed complaint, she said she couldn't due to confidentiality, but she could send me an email. I don't comprehend that company policy fully, and I don't expect too given the communication problems I've experienced with their Reps . I requested that she please read the dispute back to me that she was submitting and if she could email me a copy . She complied and read it back and said she would forward the dispute by email, but I did not receive an email of the dispute. I called back immediately and of course got another representative by the name of Leantra. She said they don't send out disputes filed by the customer. I'm not surprised of the two different responses, misleading statement have been their rule of thumb, but, Leantra was going to see if she could provide me with a case number. It's this back and forth antics and non professional communication of not conveying the facts to the customer when trying resolve issues that forced me to cancel my service (I was completely fed up with the inconveniences, poor service, and lack of factual communication). Leantra eventually was able to find and provide a case number. I was relieved that I could at least trace my dispute. To sum it up the service was totally unacceptable, unsatisfactory and they were unable to deliver proper service, entirely too many days without a decent and proper connection.

I do not even know where to start. I am so tired of trying to resolve this really very small matter. The customer service at Frontier is actually making me long for the miss my relationship with Comcast.

I purchased the wifi extender kit (dual pack), with the promise that I could return it within 30 days if it did not work. It did not work. I called within days to get return instructions. As usual, I chatted with and spoke with several different people, always being referred to another department. Eventually I was promised a return kit. It didn't come. Called back again a week or so later. Again, after many transfer, was promised a kit. Never came. I called in and told whomever to make notes on the account that I would no longer try to resolve this. They have made several broken promises. May time is valuable, as is Frontier's. Couldn't help myself, so a month or so later I mailed a letter to the corporate office. Never received a response, but did get a return label (UPS) in my email. So, I shipped the package. Package delivered 09/19/2019. Waited another week or so to see if credit (including late fees) had been made to my account. Nope. Then called the primary number. Went through entire story again. Was promised by Cheryl () that she would handle. She asked me to call back the following week and leave a message to remind her to see that this was handled. I left her that message on 10/9/2019. I also called back an agent that had eventually left me a message from corporate to confirm that I had received the return label. Told her I had and that Frontier received the item on 09/19/2019. She promised me that this would be taken care of. Now, two weeks later, still no credit or response. In addition, I am sure that they will now refuse to give me the $100 *** gift card incentive promised after three full months of service. Or will be hard as hell to get.

Beware, run, run from this company. And to think that I paid an early termination fee to *** to join Frontier. As a matter of principal I plan to sue them in small claims court for harassment and breach of contract. I am so tired of companies like this.

We were happy with Frontier until they suspended our service. We paid our bill every month and found they were back charging us for the previous summer when the service was on “vacation” and no one was at the service address. The charges are fraudulent and will not be paid. The account is now in collections damaging our credit.