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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Basically, the inferior service I have received from Frontier communications since 9-27-19 when my internet services were interrupted which affected my computer/ *** access. Repeatedly speaking to inept representatives who inadvertently disconnect the call before completion. Being given an appointment way in the future (10-3-19) without confirming the time!! Then rescheduling appointment time and not showing up. The amount of time and aggravation I have expended on attempting to schedule an appointment to address services I am NOT receiving but paying for has been unbelievable!! This company has no integrity and I want out of any contractual agreement with them immediately without penalty. I also want a refund for prepaid services since I am billed 1 month in advance, in addition to reimbursement for obtaining services at various computer stations.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Ms. states that she was initially given an appointment date way in the future without an agreed upon appointment window. She advises that Frontier then missed the appointment.
Frontier has investigated the above statements and offers the following response
· Frontier advises that trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
· Frontier advises that a technician went to Ms.’s premise on October 15, 2019 and resolved the internet problem.
· Frontier credited Ms. for time out of service and also provided her with a courtesy credit.
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 promotional pricing with Frontier (2 Years) was up. My pricing became 145.00 per month plus tax. *** Network sent me a great offer. I called Frontier to cancel. I spoke to retention for 40 minutes while she told me what she could offer if I would stay. I had my date of installation with *** set up. She told me to cancel it. She set me up with 1 yr pricing for Internet, Cable at 109.00 plus tax. I received a confirmation email which I have that same day 9/3, with the order number. I just received a bill for 213.00 and when I contacted customer service 3 times, they act as if my email and pricing does not exist. There is fraudulent activity going on but I refuse to pay 213.00
Thank you for referring the complaint of *** to our
office for review. We appreciate her
bringing this matter to our attention.In the complaint Ms. expressed concern regarding the expiration
of her two-year promotion. She received
an offer from *** Network and called to cancel Frontier. She spoke with Frontier Retention and was
quoted $109.00 plus tax for internet and cable TV. She later received a bill for $213.00.Our records indicate an order was processed on September 3, 2019. The new charges would not be reflected until
the October billing statement because the September bill had already generated
on September 1, 2019.The billing statement dated October 1, 2019 was $213.56. This statement included a FiOS Double Play
for $124.19, Wifi Router for $10.00, FiOS Quantum Wired HD STB for $11.00;
bringing the subtotal to $145.19. This
statement also included a prorated credit of -$75.14 for the removal of the
Triple Play and a prorated charge of $115.91 for the FiOS Double Play
(09/03-09/30), plus taxes and other fees.Based on the services and products included on the account, the rate
would be $145.19 per month, plus taxes. However, additional changes were made, and the Double Play is now
$29.99, Prime TV is $55.00, Wifi Router is $10.00, and the FiOS Quantum Wired
HD STB is $11.00, bringing the monthly services charges to $105.99, plus taxes
and other fees.On October 7, 2019, our records indicate the customer was credited
$118.99, and on November 4, 2019, the customer was credited $59.00. The $118.99 credit appeared on the November
1, 2019 billing statement. The credit of
$59.00 will post on the December 1, 2019 billing statement. The customer’s account balance is currently
zero.Attempts to reach Ms. were unsuccessful. The customer was provided the above
information via email.Should Ms. wish to discuss this matter further, I can be
reached at EXT ***Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I asked before I ordered this service and make it clear that am relocating and I need the WiFi for my camera to watch my house. After receiving the service it didn’t work. Another technician was send out. I only had the service for 2 weeks. After receiving a bill $226.40 I called every month that’s I was billed, I spoke to representative, supervisor, managers. I was told my bill is placed in dispute and I had to wait for 60 days to be contacted after 60 days went by I personally called and was told to wait another 2 weeks. Now this service was the ending of April and I canceled May 2. Today is October 4 and I came home to a collections letter. And still as I speak am on the phone with them and I can’t get a proper answer. My bill was $29.99 a month and $79.99 for the technician. Service didn’t work what am I paying for. Now my credit is on the line. I never miss a payment on any of my bill.
Thank you for referring the complaint of ***-*** to our office for review. We appreciate ***-*** bringing this matter to our attention.
The Complaint states that:
The customer says that she is not supposed be charged for the bill since the services does not work. The customer wants credits for the bill Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms.-*** Via phone regarding the balance on her account. Ms.-*** stated that she wanted the internet service for two cameras, so she could keep an eye on her home while she was away. Ms.-*** Informed Frontier that the internet would never connect to the cameras. However did use her phone, that was able to connect the internet and worked with no issues. Ms.-*** did confirm internet service did work at the residence for all other uses. Frontier does not prorate internet and TV service if any customer decides to leave before the end of the billing cycle like Ms.-*** did. The bill on page two that Ms.-*** received states the following. Subscribers to Frontier’s TV and Internet services are billed one full month in advance. If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions. We encourage you to review the Terms as they contain important information about your rights and obligations, and ours. By using or paying for Frontier services, you are agreeing to these Terms and that disputes will be resolved by individual arbitration. Upon Frontiers investigation we found that the Ms.-*** was told she would get a credit of $75 for one tech installation fee. Frontier confirmed that a total credit of $75 has been placed on her account and the current balance is now $171.39. The balance of $171.39 has been sent to the outside collection agency so they can have the updated balance. We trust that this information will assist you in closing this complaint. We regret any inconvenience that ***-*** 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.
Regards,
***-***The conversation today was never about my phone able to connect, I make sure I asked and repeat myself to them that am relocating and I want the service for my camera not for no phone. The service did not work and they are charging me. They send my name to collections. I called them 14 times to try to resolve the situation and no one in there department did nothing. He giving me a sorry apologies but can’t answer why no one from the department call ,text or email me about the situation before sending me to collections. I don’t owe them a dime but just to safe my credit I still have to pay this bill for service that didn’t work from April 20- May 2 something that was supposed to be a $29.99 service This company should lock down this is not right what they are doing to people. Here is a copy of my bill from collections and a bill from frontier showing the amount they send. A different figure from what you have here today. And they refused to give me a letter showing there adjustment.
Thank you for referring the complaint of ***-*** to our office for review. We appreciate ***-*** bringing this matter to our attention.
The Complaint states that:
The customer says that she is not supposed be charged for the bill since the services does not work. The customer wants credits for the bill Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms.-*** Via phone regarding the balance on her account. Ms.-*** stated that she wanted the internet service for two cameras, so she could keep an eye on her home while she was away. Ms.-*** Informed Frontier that the internet would never connect to the cameras. However did use her phone, that was able to connect the internet and worked with no issues. Ms.-*** did confirm internet service did work at the residence for all other uses. Frontier does not prorate internet and TV service if any customer decides to leave before the end of the billing cycle like Ms.-*** did. The bill on page two that Ms.-*** received states the following. Subscribers to Frontier’s TV and Internet services are billed one full month in advance. If you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle. No partial month credits or refunds will be provided for previously billed service subscriptions. We encourage you to review the Terms as they contain important information about your rights and obligations, and ours. By using or paying for Frontier services, you are agreeing to these Terms and that disputes will be resolved by individual arbitration. Frontier as a courtesy has credited the full balance on Ms.-*** account. The outside collection agency (OCA) will be updated of the balance and if Ms.-*** wants a letter she would have to contact the OCA at . We trust that this information will assist you in closing this complaint. We regret any inconvenience that ***-*** may have experienced as a result of the above matter.
Bill has gone up every month over the past 4 bills. Connection speed is far less than advertised
The Complaint states that:
Mr. advises that he is disputing his final balance with Frontier. 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. requested cancellation of his service on September 16, 2019. Billing would remain effective until September 30, 2019 based on Mr.’s bill cycle. However, the effective date of the cancellation was dated for October 1, 2019. We have issued credit for all charges following September 30, 2019.
Frontier adivses that we spoke to Mr. on October 8, 2019 to advise of the above.
Purchased internet service on contract which only works during the day. It shuts down every night around 7:30 and doesn't come back up till the next morning.
The Complaint states that:
Ms. advises that she has intermittent connectivity issues with her Frontier internet connection.
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 Ms. reported that her internet was not connecting in the evenings. We spoke to Ms. on October 3, 2019 and updated her router settings to resolve the issue.
· Frontier advises that courtesy credit was provided for Ms.’s time out of service on October 10, 2019.
· Frontier advises that despite our best efforts we have were unable to reach Ms. to discuss her complaint.
In May, I attempted to set up a move service request with Frontier. An appointment was scheduled for a tech to come out to get us set up. I sat at home and waited for this appointment during the window they gave me for the appointment time, and the techs never showed. I was told they didn't have tech available in that area and apparently they just decided not to call and tell me that. We rescheduled the tech visit to a different date and time. I AGAIN waited for the entire window they gave us, and they never showed. I contacted customer service, and was told that they determined the service I wanted was not available in the area, so they just didn't come, and AGAIN did not call to tell us they wouldn't be coming. At this point, I was furious with their poor customer service, and promptly cancelled my service with them. They were then wanting me to pay for service I didn't use on my final bill because "Frontier doesn't prorate" (which actually means Frontier steals money from their customers because they are too lazy to prorate), but, with much fighting, I was able to get a credit on my bill so I didn't have to pay for services I didn't use. I never received that credit, because Frontier sent the check to my OLD address, even thought they KNEW I moved (OBVIOUSLY). I was told I had to call the bank they work with to stop the check and have it resent to me at my new address. NOT MY RESPONSIBILITY! Now, I am receiving collection notices for the equipment we still have because they also sent the return box to the OLD address even though they KNEW we moved. I was told it was because the move service ticket was closed, so that new address didn't get saved into their system. I called to discuss this and was told they would send a box to the new address and that I would have to call the collections company MYSELF to let them know the equipment was being returned. The box still has not come and this was weeks ago. I refuse to call them again and get the run around and waste time talking to these people.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. stated that when she contacted Frontier and requested to have her services moved to her new address, Frontier did not show up twice. Therefore, she cancelled the services.
Ms. states that she is now being billed for an unreturned piece of equipment due to Frontier not send the return boxes to the new address.
Ms. is requesting to have a return box sent and the billing issue resolved.
Frontier has investigated the above statements and offers the following response:
Frontier advises that a return mailer kit was sent to Ms. address provided within the complaint.
Frontier records show that return mailed was delivered to Ms. location on October 11, 2019. This was confirmed by the *** tracking of the package.
Frontier advises that once the unreturned piece of equipment is received by Frontier, full credits will be issued, and the account will be recalled from the outside collection agency.
Frontier advises that once the unreturned piece of equipment is received by Frontier and credits provided, Frontier will address any negative credit bureau report.
We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Communications internet service is a terrible product. At first I thought the issue was limited in nature, but as I began to speak to neighbors I realized that this was a much larger issue. Unfortunately, geographically speaking, Frontier has a monopoly on the market. We do not have another option for internet service where we are located. As their service has declined, their customer service has also dropped the ball in a major way. They make promises that they do not follow through on. They also just seem to plain not care, because they know we do not have other options. We are paying for an internet service that is not working more than it is, and when it is "working" it is slower than 1999 dial up. Their failure to reinvest in their business is hurting the consumer, and their internet speeds are 20 years behind.
Frontier has investigated the above statements and offers the following response:
Frontier is not a monopoly provider in any of its service areas. All areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators. Frontier is committed to delivering the highest quality Internet in its often rural and high-cost service area. Frontier states Mr.’s plan is as fast as 1Mpbs/128K. Frontier was able to provision the service at 1.344Mbps/192K Mbps (as the maximum speed for his Internet). Frontier informs customers that Frontier expects customers will receive 50% to 100% of this maximum provisioned speed. Frontier also advises that actual Internet speed at the service address, and the ability to access various Internet services will vary as a result of connecting Wi-Fi, multiple users or devices on the same account, distance to serving facilities, the capacity, performance or limitations of inside wiring and personally owned equipment. Additional information is available to customers at https://www.frontier.com/nyinternetdisclosures. Mr.’s location is over 18,000 feet from the nearest Frontier facilities. Frontier states 3 trouble tickets were found on the account. They are: A trouble ticket was reported on October 3, 2019 for no internet service. A technician was dispatched on October 7, 2019 and had no inside access. The technician however performed a speed test from Mr.’s network interface device. The speed tested at that time was 3.2Mbps. A trouble ticket was reported on October 10, 2019 for a crossed cable pair. A technician was dispatched on October 15, 2019 and repaired the bad cable pair on *** Road. The technician cleared the trouble. A trouble ticket was reported on October 24, 2019 for no internet service. A technician was dispatched on October 28, 2019 and discovered the modem lost its authentication. The technician reset the modem and performed a speed test which resulted with speeds as fast as 3.2Mbps. Frontier issued a one-month Internet service credit. The credit appeared on the October 28, 2019 billing statement. Frontier is continually working to improve its network and its customers’ experience. However, Frontier has no specific plans for upgrades in Customer’s area at this time. Mr. has the following options: (1) continue with his current plan, (2) discontinue the Internet service with no early termination fee or additional charges, or (3) migrate to a lower package with a lower service speed. Frontier informs customers of these options based on the above factors. Frontier spoke with Mr. on October 31, 2019 to advise of the above information. Mr. has elected to continue with his plan. Also, he mentioned he is without Internet since the October 28th repair. Frontier created trouble ticket #1130230 with a repair date of November 1, 2019 between the hours of 1pm – 5pm. Frontier will follow-up with Mr. after the repair is completed. We regret any inconvenience that *** may have experienced as a result of the above matter.
At some point in my area Frontier decreased what they offered to 1mbps, however I was grandfathered in at 7mbps. For the last 2-3 years I haven't really had any issues with speed. Last month I called on Sept 3, 2019 to see if there was anything new to help increase the speed due to my son's gaming and I was told adding a second line would increase what I have. They also told me they would not need to physically put in a second line for this. There was also no mention of any change having to be done to what I was currently getting. The tech was scheduled to add the new line on Sept 17, 2019 and I received an email that it was done and I just needed to watch for the modem in the mail and follow the instructions. On Sept 17, 2019 I immediately noticed my internet was extremely slow. I was out of state but when I got back the following week I tried to get the new line to work with help from tech support without any success. I told them to just forget it and cancel the second line. I continued to have extremely slow internet and my bill for October showed the second line still active. So I got the second line cancelled and billing corrected. I thought after this my internet speed would be back to what it was but it hasn't been. After several calls over a few days I was told that I have a provision of 1 mbps so I was getting what I was suppose to. I explained again that the line I still have was the one grandfathered in and suppose to be getting more than 1 mbps. The representative came back and said yes they see that and me getting 1 mbps is within that. This is completely wrong and I know this because I filed a complaint years ago because of getting less speeds than what I was paying for, which was the 6 mbps.
Frontier has investigated the above statements and offers the following response:
Frontier received notice of internet issues and dispatched a technician on October 9, 2019 whom provisioned and reset the internet to the correct provisioning.
Frontier has issued appropriate credit to Ms.’s account. Frontier spoke with Ms. on October 9, 2019 and advised of the above. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I called on 23 Sept. 2019 to cancel my service. At that time I was told my service wouldn't be cancelled until the 11th of October. When I said I didn't understand why I had to pay for so many days I wouldn't be using the service I was told that was their policy.That was ALL I was told. I asked what I needed to do with the equipment and was told they would send a box to put the equipment into and mail back. I said fine I will be looking for it. Today I called to make sure service was cancelled and was told she couldn't fine my account. (I couldn't find the account number so that was on me.) Only when I said I couldn't understand why I should pay for service I was no longer receiving did she find my account and confirmed that it hadn't been cancelled yet but would be on the 11th of October. Then I was told I would be charged $9.00 for disconnection. I said she could take it out of the money I was charged for service I wasn't getting and was told that that was not how it worked. I told her I would not pay it after paying for service I wasn't using. She said, rather snippy that it would be sent to collection then. I said fine and hung up.
I feel the $9.00 should be covered in the payment I made prior to cancelling service.
The Complaint states that:
Ms. *** is disputing her final balance with Frontier.
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 per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.
· Frontier advises that after review of Ms. ***’s account, we have issued a credit of $10 to her account as a courtesy.
· Frontier advises that we spoke to Ms. *** on October 15, 2019 to advise of the above.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier has exceptionally poor customer service. Their ability to provide service is also very poor. I have been trying to get service installed at my elderly mother's home for quite some time. Simply scheduling it took quite a long time. The day before they were to arrive, Frontier called and canceled the appointment. The representative on the phone could not reschedule the appointment and told my mother that she needed to call back. The appointment was finally made and service was installed. The wire has been on the lawn for over a week now. The service still does not work. I have called numerous times to speak with customer service and tech support. After cycling thru the automated system after about 10 minutes, you typically get a representative that has an attitude and will not connect me with a manager. I have was able to get on a list for a manager to call me back twice now. That was over a week ago and the return call has not occured. In other phone calls, I was connected with a rep that was working on the problem. They stated that they would call me back. That has never occured. I was told that the phone number was assigned to "2" different individuals. Frontier stated that they would need to send a tech out again. That was scheduled after a few days. The tech arrived and left a note on the door. He did not call or even knock on the door. More phone calls, more poor customer service, still no service. Finally another tech was scheduled to come out. He never arrived. To date, I have placed more than 15 phone calls and have spent over 5 hours on the phone with Frontier. Still no service and no tech. This is not acceptable by event the lowest standard. The wire has been on the lawn for quite some time now.. A vehicle or mower will likely destroy it before service is provided. To add insult to injury, Frontier has already sent my mother a bill for service.
The Complaint states that:
Mr. advises that he experienced a delay in the installation of his service.
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 Mr.’s Frontier service was installed on October 4, 2019. We have issued time out of service credit as well as a courtesy adjustment for the missing our original installation commitment.
· Frontier advises that we spoke to Mr. on October 14, 2019 to advise of the above.
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. Frontier credited me for time out of service and offered an apology for the 5+ hours I spent on the phone trying to remedy the problem. I am not in any way confident there will be a change to the way they handle customer service on the front lines.
Regards
I had cancelled services with Frontier on April 12 and they continued to bill me for it. When I called to correct the issue with Frontier the customer service representative could see in the records that I called on the 12th of April to cancel and could not give me a reason as to why they are still billing me. During one of my many phone calls, and promises from Frontier, I asked them for a confirmation email saying that it was done and taken care of. I received that email August 13th and on August 23rd I received a letter from ***. I called Frontier AGAIN and asked to talk with a manager this time. He would not give me his last name or ID number. I filled him in on what is going on and about the confirmation email. He said that email was never supposed to have been sent out and did not know who the employee was. This guy promised me it was going to be settled. I received ANOTHER letter from Collections 9/26! I don't know what to do or who to turn to on this so any help would be greatly appreciated. Thank you!
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises he was charged after he terminated Frontier service.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier determined that Mr. requested service terminated on April 12, 2019. Frontier advised Mr. that the early termination fee was waived and the $9.99 Broadband processing fee to disconnect Internet service.
Frontier advises that the account was not disconnected until June 24, 2019. Frontier advises that the charges were reversed effective back to April 12, 2019.
Frontier applied a credit adjustment for the remaining late fees and taxes to Mr.’s account. Frontier applied a credit adjustment as a courtesy for the Broadband processing fee.
Frontier requested an update to the credit agencies.
Frontier apologizes to Mr. for any inconvenience that he may have experienced.
Frontier communicated the above information via email and provided direct contact information.
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.
Revdex.com:
I would like to thank everyone involved for helping me settle this so quickly. I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you again!
I cancelled my service for residential internet and phone in March of 2019. That account was closed with zero balance. I started receiving bills under an old account number for internet service only immediately after. I was not receiving internet service from Frontier. I was told in three subsequent calls to the company that the "grouped account" was not initially cancelled correctly in their system by their representative and to not pay the bill. The last representative seemed knowledgeable about what happened and advised that the account would have to be sent to another office for final approval but shouldn't be a problem. Instead, apparently this "phantom" account was sent to collections.
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 she was charged after she terminated Frontier service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the Internet service was not disconnected with the main telephone service on March 27, 2019.
Frontier applied a credit adjustment in full to Ms.’s account and requested a correction to the credit agencies.
Frontier communicated the above information via email 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Frontier does not abide by their terms. I was billed for the entire month of September although they only provided service for the first 4 days. I asked for my bill to be prorated. They said they didn't prorate. I then asked them to continue their service through the end of the month since that is what I paid, I was told they already disconnected it. They didn't provide the service I paid for and they didn't prorate the charge. I called and talked to another customer service representative who said I would be getting a credit. Didn't get it, so called again and was again told I would get a credit. Again, didn't get it. Talked with Frontier one last time and they said no, I would not be getting a credit. In addition, they gouge their existing customers at a cost of 2 to 3 times their new customers. Horrible company.
I regret to say that I've had to file complaints over and over again, and here we are yet again. I have Frontier for internet, phone, and TV service, and most of the complaints have been related to TV reception. The hardware keeps failing in short order, and every service call results in eventually contacting the Revdex.com before I get results. This time, I can honestly say the TV system has been working for several months, but has just failed again -- first pixellating, now it just reboots over and over and fails troubleshooting.. I called on September 25, got transferred from one department to the next, and eventually was told that they have a newer, more reliable system that they will send me. It is now October 3, and I'm still waiting. I called today to check the status. According to them I have no open ticket and no equipment has been sent. I was told a supervisor will call me within 15 minutes and give me the status. didn't happen. I went to their website and entered the ticket number given me; it does not respond. So here I am, complaining once again.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Mr. advise that he has been waiting on replacement equipment from Frontier. Frontier has investigated the above
statements and offers the following response:Upon investigation, Frontier advises that the equipment was delivered on October 18, 2019.Frontier apologizes for the delay the customer had experienced. Frontier has provided a courtesy credit to Mr.’s account. Frontier advise Mr. of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr. has
experienced as a result of the above matter.Frontier Specialist: Tocoma
K. Department:
General Manager
My wife signed us up for Frontier internet service several years ago. We switched to *** since the speed and bandwidth of Frontier was horrible (the usual promise of “up to 70Mbps” or something which in reality was on average about 4Mbps, and which couldn’t support my son’s *** live and more than two phones on WiFi at once. Later on a collection popped up on my credit reports - service had been added in my name rather than hers, which is fine since we are married, but I was being collected on for a past-due balance even though my wife canceled service. The collection was being done by an agency called *** (***). I called Frontier’s billing department on 1 October 2018 and spoke with a CSR about the account. She told me that Frontier still owned the collection and that *** was collecting on their behalf. *** was reporting one my credit reports, not Frontier. Being that Fro tier still owned the debt, I asked whether they would recall the debt in-house in exchange for full payment, and instruct *** that collection authority was terminated, so that *** would be required to delete themselves from my credit reports. The CSR assured me that this was a doable arrangement and that Frontier could and would accommodate this request. I had no issue with paying off the debt to clear the negative entry off my report, so the agreement was made and the debt paid directly to Frontier. A month later, *** was still on my reports. I called Frontier again, asked the status of the removal request to EAS, and was told to give it another month to happen. I waited another six weeks and it was still there. Called Frontier again, and was told that they could not or would not do this. I reminded them that we had an agreement on a recorded line where the employee of Frontier, who represents the company and in effect IS Frontier for a caller, struck that deal and repeatedly reassured me that my request was going to be done. I spoke with *** and they said that with a communication from Frontier requesting they delete their reporting due to payment being made to Frontier, they would happily comply. I spoke again with Frontier and all they sent me via email was a statement saying the account was paid, and naming me and the account number. Another call to Frontier and talking with a collections supervisor named Kenya informed me that the CSR didn’t have the authority to make the promise to ask *** to delete reporting and that Frontier had written off the debt in April 2018. My issue is, I was given a promise by a representative of Frontier as explained above, which was reneged upon after payment was made, that according to the supervisor, Frontier had written off the debt in April 20-8 but accepted payment on the debt in October 2018, and would not follow through on the promised communication to *** to request they delete their entry on my credit reports. That deletion was the only reason for me to make the arrangement with Frontier, else I’d have paid *** directly. Frontier’s representative making a promise she supposedly wasn’t authorized to make is either shoddy training or a deceptive business practice.
My wife signed us up for Frontier internet service several years ago. We switched to *** since the speed and bandwidth of Frontier was horrible (the usual promise of “up to 70Mbps” or something which was on average about 4Mbps, and which couldn’t support my son’s *** live and more than two phones on Wi-Fi at once. Later, a collection popped up on my credit reports - service had been added in my name rather than hers, which is fine since we are married, but I was being collected on for a past-due balance even though my wife canceled service. The collection was being done by an agency called *** (***). I called Frontier’s billing department on 1 October 2018 and spoke with a CSR about the account. She told me that Frontier still owned the collection and that *** was collecting on their behalf. *** was reporting one my credit reports, not Frontier. Being that Frontier still owned the debt, I asked whether they would recall the debt in-house in exchange for full payment, and instruct *** that collection authority was terminated, so that *** would be required to delete themselves from my credit reports. The CSR assured me that this was a doable arrangement and that Frontier could and would accommodate this request. I had no issue with paying off the debt to clear the negative entry off my report, so the agreement was made, and the debt paid directly to Frontier. A month later, *** was still on my reports. I called Frontier again, asked the status of the removal request to EAS, and was told to give it another month to happen. I waited another six weeks and it was still there. Called Frontier again and was told that they could not or would not do this. I reminded them that we had an agreement on a recorded line where the employee of Frontier, who represents the company and in effect IS Frontier for a caller, struck that deal and repeatedly reassured me that my request was going to be done. I spoke with *** and they said that with a communication from Frontier requesting they delete their reporting due to payment being made to Frontier, they would happily comply. I spoke again with Frontier and all they sent me via email was a statement saying the account was paid and naming me and the account number. Another call to Frontier and talking with a collections supervisor named Kenya informed me that the CSR didn’t have the authority to make the promise to ask *** to delete reporting and that Frontier had written off the debt in April 2018. My issue is, I was given a promise by a representative of Frontier as explained above, which was reneged upon after payment was made, that according to the supervisor, Frontier had written off the debt in April 20-8 but accepted payment on the debt in October 2018, and would not follow through on the promised communication to *** to request they delete their entry on my credit reports. That deletion was the only reason for me to make the arrangement with Frontier, else I’d have paid *** directly. Frontier’s representative making a promise she supposedly wasn’t authorized to make is either shoddy training or a deceptive business practice.
Mr.’s account was established on September 3, 2013 and disconnected on February 5, 2018.
The current balance on the final account is $0. The last payment posted to the account is in the amount of $287.63 on October 1, 2018.
Mr. billed $34.99 monthly for Simply Broadband Max internet service.
Mr. was paying on the account through March 2017 and payments stopped. The was no request found between March 2017- February 2018 to disconnect service, therefore it continued to bill internet charges monthly.
The internet was cancelled on February 5, 2018 and at the time of cancellation, Mr. owed $327.28. He was given credit in the amount of $39.65 for prorated charges for internet service from February 5-March 9, 2018. The credit left an account balance of $287.63.
There were calls made to Mr. to advise of outstanding balance. Per Frontier records, messages were left for Mr. to return the calls about the past due account. The account was disconnected by Frontier Collections due to the balance being unpaid for over three months. The balance remained unpaid for several months and was sent over to an Outside Collection Agency.
Mr. paid the remaining balance on October 1, 2018. It cleared the balance with the outside collection agency, however, still shows on Mr.’s credit report.
After further investigation by Frontier Collections, it was determined that the debt will not be deleted off the credit report. It will remain as a paid charge off.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
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.
The entire reason I brought this matter to the Revdex.com is the fact that when I called in to Frontier on 10/1/2018 to resolve the matter, the customer service representative I spoke with assured me that we could and would resolve the issue the way I proposed; namely, I would agree to pay Frontier directly the amount due, rather than the collection agency, and that in accepting payment directly, Frontier would rescind collection authority from *** (Collection agency) so that they would delete their entry from my credit report. We spoke on a recorded line and the call was in excess of ten minutes long, around 2pm that day. I explained what I wanted to do and why, several times, and was assured by the CSR that it would be done. This is why I agreed to pay Frontier directly rather than the collection agency. I called back twice in the next two months asking why it was not deleted and was told to give it more time. After over two months, the story changed and Frontier reneged on their verbal contract with me to have authority rescinded from *** (and therefore requiring them to promptly delete their entry from my reports). *** was perfectly amenable to this - they only needed direction from Frontier to do so. The last time I spoke with Frontier, a supervisor named Jebya said I shouldn’t have been told that and that Frontier cannot do that. However, Frontier still owned the debt and absolutely could and can do so (attached is a recent screenshot from the Revdex.com site showing Frontier agreeing to have a collection authority removed from a collection agency). As for whether I should or should not have been given that promise from the CSR, I WAS given that promise. When someone calls in, the CSR they speak with represents Frontier in policy and function, and for all intents and purposes IS Frontier. And being that an authorized representative of Frontier made that promise, that’s a verbal contract which in NY is legally binding and enforceable. The debt was cleared as arranged, which is me holding up my end of the contract. Frontier needs to simply send a request to *** to delete their entry from my credit report per recalling debt collection authority - then they will have honored their end of the contract. That’s it.
Regards
Mr.’s account was established on September 3, 2013 and disconnected on February 5, 2018.
The current balance on the final account is $0. The last payment posted to the account is in the amount of $287.63 on October 1, 2018.
Mr. billed $34.99 monthly for Simply Broadband Max internet service.
Mr. was paying on the account through March 2017 and payments stopped. There was no request found between March 2017- February 2018 to disconnect service, therefore it continued to bill internet charges monthly. The internet was cancelled on February 5, 2018 and at the time of cancellation, Mr. owed $327.28. He was given credit in the amount of $39.65 for prorated charges for internet service from February 5-March 9, 2018. The credit left an account balance of $287.63.
There were calls made to Mr. to advise of outstanding balance. Per Frontier records, messages were left for Mr. to return the calls about the past due account. The account was disconnected by Frontier Collections due to the balance being unpaid for over three months. The balance remained unpaid for several months and was sent over to an Outside Collection Agency. Mr. paid the remaining balance on October 1, 2018. It cleared the balance with the outside collection agency, however, still shows on Mr.’s credit report. After further investigation by Frontier Collections, it was determined that the debt will not be deleted off the credit report. It will remain as a paid charge off.
This is Frontier's final disposition on the matter mentioned in the complaint.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
I do not have Internet that I pay for
Thank you for referring the complaint of Mr. John *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises of internet connectivity issues. Frontier has investigated the above statements and offers the following response:
Frontier advises that a repair ticket was issued to dispatch a technician to Mr.’s house and address the issues with the internet connection on October 8,
2019.
Frontier advises that Mr. requested to cancel the repair ticket and has a disconnect order pending on his account.
Frontier advises that Mr. has direct contact information to a Frontier supervisor, if he requires additional help.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter
Frontier Communications has the worst customer service I have ever experienced! I have never been moved enough to file a complaint. From reps to supervisors nobody knows what they are doing and no one cares! This doesn’t even feel like it will matter but I am doing everything I can to let it be known how disrespectful and distasteful this company is. They are so unconcerned with your issues regardless of being a good client!
Frontier Communications has the worst customer service I have ever experienced! I have never been moved enough to file a complaint. From reps to supervisors nobody knows what they are doing, and no one cares! This doesn’t even feel like it will matter but I am doing everything I can to let it be known how disrespectful and distasteful this company is. They are so unconcerned with your issues regardless of being a good client!
Frontier has investigated and found the following:
Per Frontier records, Ms.’s Frontier account was established on March 8, 2019 with order #***.
When the order was created, Ms. was to show 2 forms of id due to a potential fraud alert when her credit information was run via Equifax. The account was activated in error.
Ms. billed Simply Broadband Internet, $10/Router fee plus taxes and surcharges monthly.
Frontier went back and audited the account and flagged it which caused the service to be temporarily disconnected for identity theft and will remain disconnected until she can provide proof of id.
Per Frontier records: This customer has a potential identity theft event. Verification/2 forms of is must be shown to have Frontier service activated. She can fax 2 forms of ID"s to ***, attn Fraud dept ***send manual ***
Ms. has spoken with Frontier Collections and has been advised that she will have to show proof of id before it can get reconnected.
Frontier apologizes for any inconvenience the matter mentioned above has caused Ms..
We trust that this information will assist the Revdex.com in closing this complaint.
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 have attached my THREE SEPARATE ATTEMPTS to comply with the requests of Frontier Communications, as I would never want my identity to be compromised. On September 18, 2019, I received a letter in the mail stating I needed to show proof of ID. I called the company to find out what was going on. A representative told me I needed to send in ID as requested but stated “I don’t think we request two forms of ID. It is usually just one. I will check with my manager.” To which I responded that the letter specified TWO forms of ID. SShe assured me that only ONE was necessary. I asked how I should send this information and she provided me with an email address! Which I sent my information to immediately. Almost two weeks later on Monday l, September 30, 2019, I came home to no service. My Frontier service had been interrupted. I contacted the company and was told the issue was due to a past due balance so I pod my past due balance then and there. I then spent several hours on the phone being transferred between multiple departments in an attempt to have a reset done to reconnect my service. At which point I was told the issue with my account was the proof of identity not being received! At no point in the prior two weeks since I first complied did anyone reach out to warn that there was an issue with my first attempt at compliance. So I sent another email with two forms of ID. I was told by a few different supervisors that once I did that, I could have my service reconnected. Even though, the problem was never my fault to begin with. THEIR employee misinformed me from the start, I had no idea, then they cut my service. Each representative I spoke with talked to me as if I simply ignored the request and I was the blame so I deserved the situation. Having no service has interrupted my ability to work for a full week now! Then I was told many different versions of “up to 24 hours” “24-48 hours” “24-72 hours” and each time I made a step forward, they pushed me five steps backwards so here I am on October 4, 2019 without service still. An account manager who said I would hear from them with 24 hours on Wednesday evening finally emailed me this morning around 7:30 am, and I have heard nothing since.
Regards
Complaint: Frontier Communications has the worst customer service I have ever experienced! I have never been moved enough to file a complaint. From reps to supervisors nobody knows what they are doing, and no one cares! This doesn’t even feel like it will matter but I am doing everything I can to let it be known how disrespectful and distasteful this company is. They are so unconcerned with your issues regardless of being a good client!
Frontier has investigated and found the following:
Per Frontier records, Ms.’s Frontier account was established on March 8, 2019 with order #***.
When the order was created, Ms. was to show 2 forms of id due to a potential fraud alert when her credit information was run via Equifax. The account was activated in error.
Ms. billed Simply Broadband Internet, $10/Router fee plus taxes and surcharges monthly.
Frontier went back and audited the account and flagged it which caused the service to be temporarily disconnected for identity theft and will remain disconnected until she can provide proof of id.
Per Frontier records: This customer has a potential identity theft event. Verification/2 forms of is must be shown to have Frontier service activated. She can fax 2 forms of ID"s to ***, attn Fraud dept ***send manual *** Ms. has spoken with Frontier Collections and has been advised that she will have to show proof of id before it can get reconnected.
*** UPDATE: Ms.’s current balance is $85.37. Positive ID was shown on October 7, 2019 and her service was restored on October 8, 2019. An agent called to advise of the service reconnection. Ms. advised that her Internet service was not active. A trouble ticket was created to have a technician routed out on October 14, 2019 to resolve the connection issue. The technician is scheduled to be at the premise between the hours of 9am-1pm. Someone 18 years or older must be present the entire time the tech is present at the home. Ms. will receive a reminder email the day prior and a technician will reach out to her once he/she is in the area.
The Frontier agent has created a follow up to reach back out to Ms. to make sure the service is back up and running as of October 14, 2019. As a courtesy, Frontier adjusted one month of Internet service due to the delay. Total credit $39.80. The adjustment request has been approved and will be posted immediately to the customer account.
Frontier apologizes for any inconvenience the matter mentioned above has caused Ms.. We trust that this information will assist the Revdex.com in closing this complaint.
our internet has been broke for 7 mo. we have viop phones and can not talk with our customers because 30 seconds into a conversation phone drops call due to internet. I have around 40 hrs on phone throughout that span mutiple visits from techs and problem still not fixed. They charge us full price for there internet which I pay. But have complained about. After 7 mo. off not fixing and not able to talk to customers, Ive had enough and feel 1. they need to fix this since there are zero other providers 2. I dont feel that I should have to pay full price for broken internet while losing business. we have almost 1800.00 in phones and pay around $100.00 a mouth for *** phone service that we cant use. Do not really want to through phones away.
• Frontier advises that the customer is currently subscribed to a broadband speed of 20Mbps download with a static IP.• Frontier had sent technicians to the location on the dates of August 27, September 12, and October 9, 2019. The technicians had detected a bandwidth of 26Mbps reaching the location.• Frontier would be responsible for providing a speed of 20Mbps download to the service location and would not be responsible for how the customers third-party on premise equipment interacts with the internet being provided by Frontier. • Frontier understands the impact that this has had on the account and is working with local management to review if any additional outside facilities could improve the way that their third party VOIP based phones interact with the Frontier internet.• The review of the facilities by local management and Frontier internet technical support is still active and ongoing.
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.
We have had our phone system in place for over ten years with frontier and *** and have not had any problems until this April. They say it is third party phone system. We contacted *** and they say if your internet keeps dropping there is nothing at there end that causes that. Attached is the ping from the internet that shows it dropping or timing out. Yes we have it to our location at the speed mentioned but does no good when it keeps dropping. You can have a car in your driveway but if it don't run correctly does no good. When internet drops we lose use of our phones some times it drops every 30 sec. Also we went completely without internet for two weeks no phone or e-mails from customers you can imagine what that did to our business. I feel we should be compensated and do not believe we should pay full price for internet that has not worked correctly since April. And we are still getting billed full price and still can not use our phones and still pay ***.
Regards
Frontier advises that the customer is currently subscribed to a broadband speed of 20Mbps download with a static IP.
Frontier had sent technicians to the location on the dates of August 27, September 12, and October 9, 2019. The technicians had detected a bandwidth of 26Mbps reaching the location.
Frontier would be responsible for providing a speed of 20Mbps download to the service location and would not be responsible for how the customers third-party on premise equipment interacts with the internet being provided by Frontier.
Frontier technicians have tested the signal and found no loss of DSL sync to the modem. Intermittent connectivity does not appear linked to the Frontier end of the networking.
Frontier understands the impact that this has had on the account and is working with local management to review if any additional outside facilities could improve the way that their third party VOIP based phones interact with the Frontier internet.
The review of the facilities by local management and Frontier internet technical support is still active and ongoing.
I have not had success with Frontier fixing my Internet service since it went down July 3rd, 2019. The internet will frequently drop, especially in the afternoons and nighttime. Eventually, the internet will just be completely out and will not come back until the next day. They have sent technicians out multiple times where they complete the ticket saying it is fixed when they have not verified it working properly. They have also just told me that it is a "high usage congested area" and that it goes out due to the high number of users- with no promise to fix or upgrade their service.
Frontier has investigated and found the following:
I have not had success with Frontier fixing my Internet service since it went down July 3rd, 2019. The internet will frequently drop, especially in the afternoons and nighttime. Eventually, the internet will just be completely out and will not come back until the next day. They have sent technicians out multiple times where they complete the ticket saying it is fixed when they have not verified it working properly. They have also just told me that it is a "high usage congested area" and that it goes out due to the high number of users- with no promise to fix or upgrade their service.
Desired Settlement:
Repair…The business has the responsibility to fix the service they are claiming to provide that I am paying good money for. I shouldn't have a service only some of the time. It is not my problem that their network can't handle the number of internet users in my area.
*** established service on November 29, 2012.
Broadband Product Speed Purchased:
6.0M/1.0M Purchased
Provisioned
Provisioned 8.7M/8.7M/
1.1M 1.1M
(145.0%/145.0%/
115.2%115.2%
)
Mr. has been experiencing issues connecting to internet since July 1, 2019.
There were two repair tickets created for Mr.’s connection issue and both were resolved.
Per Repair Ticket # ***:
Created on 08/29/2019 …Resolved on 09/05/2019 … TROUBLE DESCRIPTION: No DSL Sync. Mr. was advised of charges… A Frontier technician was routed out on 09/05/2019 at 16:34. He advised that the customer is an anymedia that has peak time congestion. Attenuation upstream is higher than allowable threshold. He advised the problem was related to congestion in the area and the ticket was closed.
Per Repair ticket # ***:
Created on 07/04/2019 and resolved on 7/24/2019 … TROUBLE DESCRIPTION: Frequent Disconnects. A Frontier technician was routed out and he advised that he had tested line and the reprovision port was now running 8meg/976k 8db.
Due to reported outages and inconsistencies, a Frontier agent agreed to adjust the account for 2 months of Internet service fees. Total credit $84.50. The adjustment request has been approved and will be posted immediately to the customer account.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
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 do not accept the issue as being resolved for the following reasons:
1. Frontier’s response is not a solution to my complaint, merely a recounting of their ineffective previous responses to my problem over the past 4 months.
2. The internet service they are providing is unreliable and they are selling me a service they have admitted they cannot provide.
3. No technician has contacted me regarding the 2 prior service calls- if they had no message was left and the trouble tickets are closed without so much as a follow up.
Regards
Revdex.com Reference #: ***
Nature of Complaint: I have not had success with Frontier fixing my Internet service since it went down July 3rd, 2019. The internet will frequently drop, especially in the afternoons and nighttime. Eventually, the internet will just be completely out and will not come back until the next day. They have sent technicians out multiple times where they complete the ticket saying it is fixed when they have not verified it working properly. They have also just told me that it is a "high usage congested area" and that it goes out due to the high number of users- with no promise to fix or upgrade their service.
Rebuttal: I do not accept the issue as being resolved for the following reasons: 1. Frontier’s response is not a solution to my complaint, merely a recounting of their ineffective previous responses to my problem over the past 4 months. 2. The internet service they are providing is unreliable and they are selling me a service they have admitted they cannot provide. 3. No technician has contacted me regarding the 2 prior service calls- if they had no message was left and the trouble tickets are closed without so much as a follow up. Regards, Jeremy ***
*** established service on November 29, 2012.
Broadband Product Speed Purchased: 6.0M/1.0M Provisioned 8.7M/1.1M (145.0%/115.2%)
Customer has been experiencing issues connecting to internet since July 1, 2019. The issues with internet service were reported starting July 1 going through early October.
There were two repair tickets found on the account. One was opened July 4 and closed July 24. Tech was routed out due to issues with equipment and he reported no access…customer wasn’t available. The other ticket was opened on August 29 and closed on September 5. The report advised of trouble connecting to internet periodically and speed issues. It was determined that there is an issue with the equipment/congestion in the area of which Mr.n resides.
Due to reported outages and inconsistencies, a Frontier agent agreed to adjust the account for 2 months of Internet service fees. Total credit $84.50. The adjustment request has been approved and will be posted immediately to the customer account.
A representative agreed to adjust the July/August internet fees, however, the adjustment for July- August was denied ($88.31).
As a courtesy, a Frontier agent reviewed the account and adjusted the July - August billing for outages on October 23, 2019 ...total credit issued: $89.02. The adjustment was applied to the account.
Unfortunately, the speed that Mr./***is currently getting is the fastest he will be able to get at this time. As stated in Frontier’s terms and conditions, actual internet speeds may vary, and any speed advertised is not a guarantee. Frontier advises that internet speeds are based upon may factors: including network congestion, customer location, customer equipment, and Wi-Fi network interference. Mr.n resides in an area where high internet usage during peak periods could be affecting internet service speeds and connection.
Frontier is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans to upgrade the equipment in Mr.n’s environment at this time. If Mr.n wishes to disconnect, Frontier will prorate the bill and waive any termination fees.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
The service is deplorable, the customer service worse. HOWEVER ... THEFT IS UNACCEPTABLE! I CONTRACTED for FIOS at 200/200 .... the service continuously drops and running tests (independently of Frontier) ... I have been paying for 200/200 and NOT getting 1/2 of that!! I called Frontier, as I cannot watch movies, use my Amazon Alexa ... or laptop without dropping service. They sent out a tech. HE ran a test and SHOWED me that indeed, I have not been getting 200/200 FIOS. I am receiving LESS than 1/2 of the service I pay for! When calling Frontier and SPEAKING with a SUPERVISOR ... I was told and asked them to repeat this "We only have to provide 1/2 half of the speed that you are contracted for." ????? This is NOT LEGAL! They billed me for 200/200 service for MONTHS, with a $20.00 "credit" to my account! NOW, they have it listed as 100/100 and I am STILL BEING BILLED AT 200/200 and NOT GETTING THE SERVICE OF 100/100! I called and was on hold for 1 hour and 30 minutes before hanging up! My mom is CURRENTLY on the phone with them. She has been transferred five times and has had to repeat ALL of her information EVERY TIME. MY DAD IS ON A HEART MONITOR and THEIR PHONE IS OUT. HE MUST HAVE THE PHONE WORKING FOR THE MONITOR TO REPORT TO THE HOSPITAL! THEY WILL NOT SEND SOMEONE OUT TO REPAIR IT!!!!
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 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:
· Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and Wi-Fi network interference. Customer speeds may vary over time.
· Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information. If Ms. continues to experience service issues, she may contact the Internet Help Desk at or Frontier Repair at for assistance.
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.