Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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My initial phone call was made on 9/16, spoke with rep Charles. I had made changes to my services. I was suppose to have my Quantum DVR box shipped back to frontier and I will received a standard Fios HD box. That never happened. I received a box to return my DVR box but never received the box to replace it with.
Also, on 9/16- we also discovered that I have been paying for 3 cable boxes but only have 2 boxes. Charles made an adjustment and told me that I will receive at credit of $68.36. Confirm # given to me ***. He was only give me 6 mos of credit and the remainder has to escalate up. Case # for escalation ***. I have not received any credit as of today 10/10/2019
2nd phone call- done on 9/26. Spoke with Luis. told me box was never sent. Did another order, # ***. No box received. Ask about credit of $68.36. I was informed that it should be on the next bill since the credit was after the current bill. I received my current bill. no credit apply for the amount.
3rd phone call- done 10/4. Spoke with Kendra. She told me that she could not find the order placed 9/26. Put in another order for the box to be sent. Order # ***. I also checked on the status of escalation and the credit. She confirm the credit of $68.36 and told me again that it will appear on the next bill. I also request to speak to supervisor. I was told her supervisor is out, named Patricia. I should received a call back in 48 hrs. No phone call from frontier supervisor as of today 10/10/19
4th phone call-done 10/10/19. Spoke with Shauna. I told Shauna that I have not receive a replacement box which was supposed to be a Fios HD standard box. She inform me today that I due to my account already had a Fios HD standard box, I would have to get another HD DVR not quantu, DVR. She placed another order. # ***. I checked on the credit of $68.36 again. I was inform that there was no such credit on file and she could not find the documentation of the credit. She spoke to her supervisor and then offer to transfer me to her supervisor. She did but I end up have to leave a VM. I was under the impression that I would speak to a person to have the issue resolved today since this is my 4th phone call.
So as of now, there has not been a resolution to my issues despite numerous phone call. I do not understand why the previous 3 reps prior to Shauna did not order the correct box and cost me 4 phone calls to get to someone that will send me a correct box.
I was informed that I will receive a phone call in regards to the escalation case but never did receive it. it was started on 9/16 and today is 10/10/19.
For a communication company, Frontier is pretty lacking in term of communication and staff training. Why does it have to take 4 phone calls for the issues and still not resolved?! Every phone call rum from 30 min to 1 hr. This show no respect to customer time. Every time we made changes to the account, it sparks a chain of subsequent phone calls. I do not understand why the issues can't be done correctly in a single phone call.
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. advises she has been over billed for her television set top boxes. Ms. advises she has not received a replacement television box. Frontier has investigated the above statements and offers the following response:
Frontier found due to a system error Ms. Nguyen’s account was billed incorrectly for her television set top boxes. Frontier has issues all applicable credits for the boxes.
Frontier has shipped a new set top box to Ms. Nguyen, this was delivered on October 29, 2019.
Frontier spoke with Ms. on October 30, 2019, 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.
Ticket #: *** opened 7/23 - no one ever showed to fix. Phone/internet was out for over 3 weeks between the two combined. Was actually told by a rep that they were not going to send anyone. No one ever contacted us after they said they were not sending out a tech. Phone and internet just started working after over 3 weeks most likely due an issue being resolved due to major storms in our area.
Ticket #: 9112800 opened 10/4 - nearly a week w/o phone service.
Regardless if the technician shows up today or not I want my mom reimbursed for services that she did not receive and was told they would not repair during the initial call.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
The Complaint states that:
Ms. advises that her phone and internet were out of service for three weeks and no technician showed up. Ms. requests credit to her account. Frontier has investigated the above statements and offers the following response:
Frontier documents service out from July 26 to August 14, 2019 and October 4 to October 10, 2019. Technicians repaired storm damage as quickly as possible and repaired a bad cable pair in October.
Frontier applied a credit adjustment to Ms.’s account for the time out of service and a missed commitment. Please allow one to two bill cycles for the credits.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information via email that provided 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.
I had cable, internet and phone with froniter effective 1/3/19. since that date I've been making on time payments until July due to unemployment. I however made a partial payment in July and August. Within the month of August I reached out to a customer service representative and explained to her my situation and to see if there is a way to keep service and make a payment in the month of September. The representative gave me an option to pay $72, however I was unable to pay it at the time and I was told I was going to receive and extension.
Fast forward to 9/6/19 I called to make a payment and at the time I was told that my bill was $609.00. I requested to have a breakdown and then put in a dispute (via Frontier rep).
A week later I called to find out the status of the dispute and to make a payment. I was told there was not a dispute on my behalf and a representative went ahead and put in another dispute.
I was then transferred to restore service. I was told service will be restored by 10//7/19, however that was not the case. I called in on 10/8/19 to find out the my account was closed and now I have to pay $382+ 475 to have service restore.
I asked why was my account closed? why was I told I would have service restored and received and order number? the supervisor did not have an answer to my questions and basically told me he can not help me further unless I make a payment. the supervisor (Alex) also refused to transfer me to his supervisor.
I am at a lost right now. I was expecting service because I need the internet for my new job and not sure what is going on with my account.
I do not agree to the charges and would like to get to the bottom of this so that I can get my assignments done in a timely matter.
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. advises that her Frontier account was suspended because she had not been given a payment extension as she had been promised. Ms. advises that her account was closed by Frontier, and that she had been informed that a payment would need to be made prior to having her services reinstated. Ms. advises that she would like to have her bill adjusted and to have her services restored.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had been given an extension to pay part of her outstanding balance, but no payment was received prior to the final date of the extension period. As a result, her services were suspended and then permanently disconnected the following month.
Frontier advises that there is currently a pending order for the re-instatement of services. Frontier also advises that both the outstanding balance and a deposit need to be paid in order for Ms. to have her services restored.
Frontier spoke with Ms. on October 15, 2019 and advised her of the above 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.
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.
I spoke with a someone from the Executive Office at Frontier, however there was no resolution and the representative did not validate what I was saying and did not provide accurate information.
Please let me know what the next steps are or what I should do in order to have this complaint resolved.
Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Rebuttal states that:
Ms. advises that she still has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had been given an extension to pay part of her outstanding balance, but no payment was received prior to the final date of the extension period, which was August 12, 2019. As a result, her services were suspended the following day and then permanently disconnected on September 11, 2019.
Frontier advises that there is currently a pending order for the re-instatement of services. Frontier also advises that both the outstanding balance and a deposit need to be paid in order for Ms. to have her services restored.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
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.
I had inquired about receiving internet service from them. I chose to do a self installation which saved $75 and the technician recommended that I not pay for him to do it because it is so simple. It was a week before a modem was received because they do not ship it until a technician has been to the residence. I decided I did not want their services because I had been advised by others that it was extremely slow and poor connections. I called and cancelled it without ever hooking anything up. The service was not activated. Upon receiving a bill from them for a month of service, I called to have it credited. I have had to call multiple times because I keep receiving statements after the customer support person has told me that they have taken care of the credit and I should not receive another bill. Today, I was told that the credit has been denied because I didn't call for 2 days after receiving the modem even though nothing was ever hooked up. This is ridiculous!!!!! Additionally, when I originally spoke with them, I told them that I had a frontier modem from years ago but they insisted that I had to rent a specific model from them for $7/month. It was the exact same model that I had. Also, when I cancelled the service, they told me to throw the modem away and that they did not want it back. Yet, I was going to be charged $7/month for a piece of junk. I find this to be a disservice to the customer.
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
Ms. advises that she placed an order for Frontier Internet service and opted to install the modem herself.
Ms. advises that although she decided to cancel the service she has been billed.
Ms. further advises that she already had a Frontier modem but was told she had to rent the modem from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises a service order was placed on July 24, 2019 to install Internet service. Ms. due date was July 31, 2019. A Frontier technician was dispatched on July 31, 2019 and did all required outside work. A modem was mailed to Ms. and delivered on August 5, 2019.
Ms. called and requested to cancel her service on August 7, 2019. Frontier does bill for the entire month of service and does not offer any trial period on high speed Internet.
Frontier did issue Ms. an adjustment in the amount of $22.01 to cover time without the modem between July 31, 2019 and August 5, 2019 as well as a modem delivery fee.
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
Frontier spoke with Ms. on October 14, 2019 and advised of the above.
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.
Frontier Specialist: Sarah H Department: Consumer Relations
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.
I was never instructed that billing occurred in advance and for one month. On every call that I have made to the customer service staff, I was told that the entire amount showing on the bill would be reversed due to never having the service. The person who called me actually indicated that I didn't have the right to cancel the service. She continued stating there was no trial period. I will agree with that because the equipment was never set up for there to be a trial period. Also, she and the last customer service person indicated that they have 5 business days to send the equipment but that the customer is not allowed to change his/her mind and because I had the equipment for 2 days (life happens, folks and I didn't check the opportunity to call and cancel prior) that I must pay for a full month. This is taking advantage of the consumer. What has happened to consumer protection? How many other people are being taken advantage of? Yes, I view this as being taken advantage of by this company. I never requested to have the shipping fee reimbursed because I had planned to pay it because they did send the modem/router. I even asked to return the modem/router to them at my cost and I was told to throw it away because it didn't have any value to them (they had planned to charge a rental fee of $10/month, though).
The only resolution that I see fit to accept is the reversal of $38.34 less the $9.99 shipping fee. I will pay the shipping fee but that is all. I am an extremely ethical business professional and I do owe that expense but I would like to have
$28.35 credited to my account.
I have also turned this matter over to the local news station following the call from the Frontier person concerning this complaint. Consumers have a right to know what is going on and paying for something in advance of receiving it isn't any customer's best interest nor fair when NOTHING WAS RECEIVED OR HOOKED UP.
Regards
Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate her bringing this matter to our attention.
The rebuttal states that:
Ms. advises that she placed an order for Frontier Internet service and opted to install the modem herself.
Ms. advises that although she decided to cancel the service she has been billed.
Ms. further advises that she already had a Frontier modem but was told she had to rent the modem from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises a service order was placed on July 24, 2019 to install Internet service. Ms. due date was July 31, 2019. A Frontier technician was dispatched on July 31, 2019 and did all required outside work. A modem was mailed to Ms. and delivered on August 5, 2019.
Ms. called and requested to cancel her service on August 7, 2019. Frontier does bill for the entire month of service and does not offer any trial period on high speed Internet.
Frontier did issue Ms. an adjustment in the amount of $22.01 to cover time without the modem between July 31, 2019 and August 5, 2019 as well as a modem delivery fee.
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
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.
Frontier Specialist: Sarah H Department: Consumer Relations
They are bad. They did not show up for appointment as promised 5 different times. All they would say is we are sorry and I ended up having to reschedule another appointment for 3 weeks later. Because of this my inlaws will be waiting a total of almost 2 months just to get their original phone number changed to their new address. I am leaving 1 star just because I have to. They do not deserve it!!!
We scheduled a new installation for internet service. The technician did not show up at the scheduled time. When I called customer service, I was disconnected several times and finally placed on hold for more than two hours. This company has unacceptable customer service. I called today to cancel the service that was never installed, but they immediately placed me on hold and left me there.
I started my service and multiple complaint about service. First of oct. 2019 I did phone call to start my service and the guy told me it will be 'self installation' without 75 dollars charging and only 9.99 dollars will be charged for equipment shipping and handling( I have email and still fighting with representative about it). 4th of oct 1 hour ago of appointment time, I got text message that technician 'could' visit if they need but nothing mentions about 75 dollars of charging. I though it is *** sipping guy that the phone guy and email mentioned. And it is now in by billing. suprise!! I don't think it is fair. If I knew about it, I might reconsider about using Frontier. I need response about this and I'm looking for other ways to protect my right as customer still. second thing is out of service. 6th 9f oct morning it was out suddenly. I don't know what happened. just out. I called to 24/7 technician and they said we need to wait 16th oct. suprise again~~. Right after starting of service I can't use the internet for 2weeks. For installing they dispatched technician in 1 our ago although didn't even mention before. My wife is working with internet connecting her company's system and without internet it is really stressful and we begged to frontier we really need internet but they didn't care at all. Remember this is nationwide call center and anybody can be victim of their service.
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 told he would not be billed for installation fees. Mr. advises his service has not working since October 6, 2019. Frontier has investigated the above statements and offers the following response:
Frontier has removed Mr.’s connection fee.
Frontier completed repairs at Mr.’s home on October 16, 2019, and has issued credit for the time out of service.
Frontier spoke with Mr. on October 10, 2019, and advised of the installation credit.
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.
This has caused me stress headache and extreme depression
Frontier Communications
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. states that she would like her balance credited in full because she has been given false and incorrect information regarding a balance that should have been cleared up with a bankruptcy filing.
Frontier has investigated the above statements and offers the following response:
· Frontier records reflect that Ms. did have a bankruptcy filing on October 26, 2018 that was discharged on January 29, 2019.
· The debt involved is for accounts established by Ms. on March 8, 2019 and July 31, 2019. Both accounts were established after the date of discharge
· Frontier was unable to locate any additional filings by Ms..
· Frontier did transfer the unpaid balance of $299.83 from the account established in March 2019 and terminated July 5, 2019 to the account established on July 31, 2019. The second account was terminated effective September 4, 2019.
· Frontier has issued a credit of $58.40 for September 1, 2019 through October 3, 2019 as a courtesy to Ms..
· The balance due is $452.59 is valid and unaffected by the bankruptcy that was discharged on January 29, 2019.
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.
Frontier Specialist: Donna M Department: Executive Customer Relations
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,
***
This does not solve my issue at all because even without the factor of my bankruptcy which I thought that old account balance cane from out of no where I was still given false and misleading info several times for one my account never gets closed when I request it to be closed and again I was chrgaed installation fees for both account even though nothing new was installed nor was I informed I owed a balance which I was told was an early termination fee and that was going to be paid by spectrum however I was threatened with an early termination fee and then never got a bill stating that which I found out is why spectrum never paid it off and then I was refused to disconnect my account down to just internet but when I started the new account with internet again I wasn’t informed of any balance owed and then got charged another installation fee and I called to cancel before September when I found I was being charged all these fees out of no where after being told different information and no one seems to know what they are doing. For this hassle and inconvenience of all this I should be credit this entire balance in full and closed out my account.
Frontier Communications
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. states that she would like her balance credited in full because she has been given false and incorrect information regarding a balance that should have been cleared up with a bankruptcy filing.
Frontier has investigated the above statements and offers the following response:
· Frontier records reflect that Ms. did have a bankruptcy filing on October 26, 2018 that was discharged on January 29, 2019.
· The debt involved is for accounts established by Ms. on March 8, 2019 and July 31, 2019. Both accounts were established after the date of discharge
· Frontier was unable to locate any additional filings by Ms..
· Frontier did transfer the unpaid balance of $299.83 from the account established in March 2019 and terminated July 5, 2019 to the account established on July 31, 2019. The second account was terminated effective September 4, 2019.
· Frontier has issued a credit of $58.40 for September 1, 2019 through October 3, 2019 as a courtesy to Ms..
· The balance due is $452.59 is valid and unaffected by the bankruptcy that was discharged on January 29, 2019.
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.
Thank you for referring the additional concerns of Ryan Brooks to our office for review.
The additional concerns state:
· Ms. states that she was not informed that the she had a prior balance when she opened the new account.
· Additionally, Ms. states that she was charged installation fees for both accounts.
· Ms. further states that her account as never closed when she requested it be closed.
Frontier has reviewed these additional concerns and offers the following response:
· Ms. current account was opened on July 31, 2019 and disconnected by her on September 4, 2019.
· On July 5, 2019, Ms. disconnected her prior account with a past due balance of $259.04 under account 816539527.
· On August 22, 2019 a balance transfer of $299.03 was done to move the balance from her previously closed account to her active account.
· At the time of the July 5, 2019 disconnect Ms. had a responsibility to be aware of her past due balance that was reflected on her June 8, 2019 invoice.
· Frontier billing records do not reflect an installation charge on the prior account but install charges are reflected on the account opened on July 31, 2019. The install fee was required on the new order due to changes in the promotions and the prior disconnect.
· Frontier records reflect that Ms. accounts were disconnected in accordance with the Frontier terms of service which can viewed on frontier.com/terms and based on the dates Ms. called to request a disconnect of services.
· The balance of $452.59 is valid.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Brooks has experienced as a result of the above matter.
Sincerely,
Frontier Executive Customer Relations
Frontier Specialist: Donna M Department: Executive Customer Relations
They gave me a quote for internet service of $50 for 500mbs/500mbs and sent a email confirmation with it showing for my record, the first months bill was $142 I called to get corrected and was bounced around to 3 to 4 people then they said they would get it taken care of. Never did. 2nd month still nothing. I've called many times to the direct line and extension number they gave me and left voicemails. I've had no call backs. I was told I would get a gift card and would be able to use it for 1st bill this is deceitful and they should apply the $100 to the total bill.
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 that his first Frontier bill was higher than what it should have been. Mr. advises that he was told by Frontier that he would receive a $100.00 gift card that he could use to pay his first bill but did not receive it. Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr.’s first bill was higher than what a regular monthly bill would be because of a $75.00 installation fee. The fee should have been split into three $25.00 installments, but he was charged the full $75.00 on the first bill. Frontier has issued a credit for $25.00 to cover one of the installments, as a courtesy.
Frontier advises that in order to qualify for the $100.00 visa gift card promotion, a customer is required to pay their first month’s bill and keep their account in good standing. 90 days after the installation date, a redemption letter is sent in the mail with instructions on how to claim the visa gift card.
Frontier advises that after reviewing a copy of the order form, there was nothing in writing that stated that the customer would receive the gift card prior to the due date of the first bill.
Frontier spoke with Mr. on October 16, 2019, advising him that the account balance needs to be paid in order for him to receive the visa gift card. A follow up email was sent to him on October 23, 2019 with an explanation on how the gift card redemption process works.
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.
Signed up for broadband internet on 8/15/19 and it has went down 3 times since the installation date. When the internet is down it takes 2-3 weeks before the service is restored. So for myself I have an in home business and am not able to do my job without internet. I also live in a rural area and my cell phone internet does not work well at my house. I was told there is a shortage of technicians in my area that's why it takes so long for the repair. When you call the automated line you get routed several times and have to go through a long verification process each time you talk with someone. Sometimes you get hung up on. When your service goes down they tell you they will be coming out the next day and no one every shows up, then you get a text message saying your appointment is scheduled for two weeks or more out. This is terrible customer service and internet service. Frontier should not be allowed to do this to paying customers. Then they tell you for the time you were without service they will credit your account. Which takes 2-3 months to get a credit. I still don't have my first issues credit from back in Aug. 2019. If you don't need to use Frontier I would suggest you go elsewhere.
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
· Ms. states that service has been down 3 times since 08/15/19.
Ms. states that it takes 2-3 weeks before service is restored. Ms. states that it takes 2-3 months for days out of service credit to be applied. Ms. is asking for a call back and credit to be applied to the account. Frontier has investigated the above statements and offers the following response:
Frontier records show that there have been 3 repair tickets since 08/15/19. Due dates for repair requests depend on workload and manpower available. I have applied credit for days out of service to the account. I have called Ms. and offered my direct number for assistance in future. 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 account # *** I am getting a bill for $78.17 for early termination. I did not terminate my service with frontier. Frontier cut off my service without my permission. They said my phone number was ported out to a different company and service was turned off. I told them I don’t even have phone service with them only internet. They apologized and said the account number is set up using a phone number so if someone signs up for phone service and use that phone number frontier will think I ported out my service. I asked frontier to turn on my service because I did not terminate my service. They had problems turning it on again for me. I work from home and rely on my internet for work as I am a customer service pharmacist with ***. I had to take unpaid leave for the week while waiting for frontier to turn on my internet service. After a week and they were unsuccessful. I gave up on frontier. They told me they will waive my bill fee. Now I get letters that they will send this to collections if not paid. When I called to turn my service on again with frontier they said it’s better to start a brand new account with better promotions. That account is under the name *** account . ( my spouse). They were not able to turn on service for a week and then the service was on for a few days and they shut it off again with the same reason that the phone number was ported out. I keep telling frontier I don’t have phone service at all as we just use our cell phones and no home phone. Frontier customer service reps keeps transferring me around when I call them. I’ve spend hours on the phone with them only to be transferred around and then they hang up. They cannot bill me for early contract termination if they did not have my consent to terminate my contract. They have internal system issues that terminate my contract and now they are Nikki g me for their error.
The Complaint states that:
Mr. advises that he is disputing his Frontier final amount due.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that Mr.’s Frontier service was ported to *** on August 13, 2019. This order was not initiated by Frontier. Port out orders originate with the requesting company, in this case ***.
· Frontier advises that despite our best efforts we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided.
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.
Frontier stated that my service was ported out to ***. This is not accurate. I do not have service with ***. Again I only have internet service with frontier not phone service with Frontier. Frontier can call *** and ask what name they have on that account and I guarantee you it will not be my name. Again frontier sets customer account number as a phone number. Since I only have internet service and not phone service. That account number (phone number ) can be used by *** by a different customer and it will automatically shut off my account with Frontier. How can I port our phone service if I don’t even have phone service with Frontier. I do not accept frontier response because it is false.
Regards
The Complaint states that:
Mr. advises that he is disputing his Frontier final amount due.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that Mr.’s Frontier service was ported to *** on August 13, 2019. This order was not initiated by Frontier. Port out orders originate with the requesting company, in this case ***.
· Frontier advises that Mr. was in contract with Frontier at the time of the phone number being port out. The early termination fee is valid, regardless of how the account was cancelled, if services were not continued. The early termination fee is sustained.
· Frontier advises that we communicated the above information to Mr. on November 6, 2019.
I pay for high speed internet and have more like Dial up internet! A lot of the time my internet is out!!!
When Frontier took over *** they promised they would put in all new lines!!! This has yet to happen!!!
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Internet speeds are based on multiple variables including imitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms.’s area at this time.
Frontier advises that Ms. reported issues with frequent disconnects on October 8, 2019. Frontier advises that technicians were dispatched on October 14 and October 18, 2019 and repaired a crossed cable wire and replaced an enclosure.
Frontier applied a credit adjustment to Ms.’s account for the time out of service. Please allow one to two bill cycles for the credit.
Frontier spoke to Ms. on October 21, 2019 and confirmed Internet is working and advised the above information and provided 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 phone & internet account was shut off in August. I called Frontier several times and was told there was an outage before I learned it had been shut off. I requested it be turned back on, they made appointments for technicians to come out, they did not, I called back. I told them I was trying to reestablish account, same thing, tech appt., no show, repeat, 4 times over 6 weeks. I cancelled account. Requested refund for service paid for not received, got it. But, Frontier continued to bill me for services I never got, even billed me twice for same thing in one month. Refuse to remove charges. Claim it could be done when tech. came out I told them that never happened, how can they bill me for what I don't have? Very frustrating, endless circle.
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 she has a billing dispute with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued an adjustment and account has a zero balance due.
Frontier has provided direct contact information if Ms. has additional concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I ordered the service last week (cable, phone, and internet). Dish scheduled to come Monday afternoon, as well as phone and internet. Dish arrive in time and was pleasant. Phone and internet never arrived, nor did they call. I called them at 5:20pm and they gave an excuse as to why they couldn't make it but said they'd be out on Tuesday. They did not say why they didnt call to cancel. I called on Tuesday at 11am because they had not called me yet. They gave a totally different excuse as to why they hadn't come yet and said they would try to come today but there was no guarantee. I explained that I would be out of town for the remainder of the week so I needed the service today (1) my children needed access to a phone (2) I was still paying *** because Frontier said not to cancel because I wanted to keep my same number. Now it is 6p on Tuesday. Phone and cable still dis not show or call. And o tip of that, the cable isnt working now either. When I called to conplain about the cable, they told me they had to reschedule phone and internet, but again, no on called me ro tell me that. I had to call them. And they did not say when they have rescheduled for. No one should ever order this service, in fact Frontier should not be allowed to sell service. It should be illegal. They are horrible. Run far and fast away from them.
Frontier provides, without a doubt, the worst customer experience. We live in the country and it is currently the only wireless provider available to us. We have not had consistent wifi in over a year. Every 3-4 months our wifi stops working, we have to go through the same troubleshooting steps - which take up to an HOUR to perform. The customer representatives are rude and expect you to know how to perform these troubleshooting steps (which is hard when you don't have an internet connection, but they insist you still perform them if you want someone to come out). We have not had a solid wifi connection in over a month and our cell phone data plan is going through the roof. This last time an appointment was scheduled to have someone come out and fix the issue. I received a text saying that they would be here from 10-11:30am. At 12:00, I called the company and the message said it would be from 10-2:00pm. at 2:15 when nobody was still here the 'supervisor' said there was nothing he could do and the ticket was updated, so he was pretty sure someone was still coming out to fix the issue. Our neighbors have experienced the same issues as well.
I don't know how this company is still able to provide services. TERRIBLE.
Cancelled service asked them what to do with Router and was told we don't need it back. 1 Month later a bill comes for it. Call again, guy says oh ok if she told you that we don't need it back. I said well I don't need it so I can send it back. He said he would send a box. No box. Once again still a charge for it. Call again, They just haven't taken it off yet, it should be adjusted on the next bill. Next month it's gone to collections. Call today, the girl says we need it back. This has to be the crookedest scam going on that I've seen. Let's keep saying we don't need it back and charge for it. By the way, the girl on the other end didn't give a crap that Frontier keeps lying to me. Not only are they losing my home business, but I am cancelling are much bigger work phone and internet.
Called Frontier Communications to check to see if they could install internet service at my home which is new construction, two of my neighbors have the service already. The customer service rep said I will have to check with engineering/tech to determine is they can install and it may take up to a day, I said fine call me back when you have an answer. A few hours later I did receive a call and they said they could install and did the credit check and set up install for Friday, October 4th between 1 to 5. So Friday arrives and I start get text messages that morning. 10:14 am One of our technicians has been dispatched for your appointment. They will contact you if necessary and we will update you when work begins. 11:15 am text from Frontier: Good news! We are now working on your service and hope to finish soon. If work us required at your residence, our tech will be in contact shortly. About 4 pm I called Frontier and asked if they had any idea of a possible arrival time, they replied no we don't know cause the techs are 3rd party, but call back at 5 pm if they don't show. I'm thinking if they don't know now how will they know then? Shockley no-one showed up and I was not contacted, so I call back and they say sorry we understand your frustration etc... but we can reschedule for October 29th, I said really that is unacceptable, so I was transferred and got it moved up to October 23rd which is still a crock. I was suppose to get a call back on Saturday but of course to call. So Monday, October 7th I call in and explain once again and nothing is done. I find a number online that says office of the President so I call it and leave a message. That afternoon driving home from work I get a call back from that office and they tell me we looked into your concerns and unfortunately we can't install at your house due to wiring??? So after I took off work on that Friday afternoon and sat and waited for someone to show or call, they tell me Monday they can't even do it at all. Frontier Communications is a bunch of hacks they need to work on their SOP's and even their own network cause 90% of the time their reps kept saying please hold on our systems are running slow LOL what a joke. We had used them prior to that for six years and the service was always spotty but with limited available services in the county for internet I thought well at least I would have something. So I'm going with a satellite provider which I know is risky but I have no other choice. Anyone reading this, if you have another choice use it, and do not waste your time with Frontier Communications.
Frontier repaired a cut line on 4/16/19. A line cut by someone doing work in my yard. They never said I had to pay or billed me. I called on 9/11/19 and explained that they went up on my bill $50. I told them I could no longer afford a $200. A month bill and would like to cancel my service. My service was off on the 9/16/19. As agreed. That's when they say I have a $352.79
Bill for damaged line.why did it take 5 mos. To bill me if that was so. After I canceled my service. If I was had a bill it was never on my statement, never missed paying a bill and never late.
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 a billing from Frontier for repair of a cut line.
Frontier has investigated the above statements and offers the following response:
· Frontier found a repair was completed for a cut line on April 10, 2019. Frontier was advised this was cut while gardening.
· Frontier has billed for the repair of the line on September 4, 2019. Frontier has provided direct contact to our billing agent CMR.
· Frontier spoke with Ms. on October 11, 2019, 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.
I was 100% paid off when I left and I had to call in MULTIPLE times to just send the equipment back. Now I have a bogus credit collection on my cr for $55. Never have I ever had to call a company for incorrect bills as much as this ISP. They have messed up my bill several times while I was a forced customer from ISP monopolies.
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. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his 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 per our terms and conditions, Frontier charges a $9.99 broadband disconnect fee.
Frontier advises that the balance due on Mr.’s account covers the May to June Billing cycle plus the $9.99 broadband disconnect fee.
Frontier advises that all charges are correct and valid.
Frontier advised Mr. of the above information via email.
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.
Revdex.com:
I'm being charged an extra month of consumption of services. I will file a complaint with the FCC and FTC next.
Regards
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. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his 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 per our terms and conditions, Frontier charges a $9.99 broadband disconnect fee.
Frontier advises that the balance due on Mr.’s account covers the May to June Billing cycle plus the $9.99 broadband disconnect fee.
Frontier advises that all charges are correct and valid.
Frontier advised Mr. of the above information via email.
Frontier’s position in this matter has not changed.
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.
Our internet service is down. The homepage for Frontier says that they provide a “steady connection”.
Customer service is unhelpful and was so rude that I finally hung up. The attendant refused to transfer me to someone else.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Mr. states that he is experiencing an Internet outage.
Mr. is requesting that Frontier make all needed repairs to fully restore properly working Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that a second level Internet Helpdesk ticket was issued to address Mr.’s Internet outage.
Frontier records show that a second level, internal technician, spoke with Mr. on October 11, 2019. The technician was able to make changes to the programming of the Internet service to fully resolve the outage.
Frontier issue all needed out of service credits.
We regret any inconvenience that *** may have experienced as a result of the above matter.