Frontier Communications

I called customer service on 2 October for help with slow and intermittently disconnected internet service. On hold for two hours on two occasions during the call, I was disconnected when referred to Tech Support. This problem has existed for months now but we were at home only every two weeks for a day or so because of the hot summer desert heat.
I called TODAY and spoke with Edgar of Tech Support who wss helpful but could not reestablish the internet speed I purchased which he said was from between 10 and 25 mbps. I was receiving 1.2 mbps. He tried very hard to help and then transferred me to Customer Service "Laney" who when asked what my speed SHOULD BE ACCORDING TO MY CONTRACT, replied that she did not know because it was grandfathered in for which she gave no explanation.
She then set up an appointment for 10 October with a home visit tech but promised that there would be little he could do. She declined to inform me of what level of service or internet speed I was entitled to. SERVICE ORDER NO. ***.

Frontier disconnected my service without alerting me. My account was in good standing and every bill was paid via auto-draft with the last payment being taken out 4 days before they disconnected. When I called about it they would not tell me why it was disconnected but that I would need to sign up for new service and have someone come out to connect it. The new service was connected but they then charged me $110 for early disconnection of the original service. They will not remove this fee.

I had technical issues, was on the phone 4 hours to get the problem resolved, which did not happen. I ask to speak with Supervisor and was told no- several times. I called back the morning and tried with another service technician to fix the problem. Again, was unable to. I told them I needed a service technician sent out to the house to get this fixed as soon as possible. They had originally told me 10/14/2019, which is not acceptable. As I am paying for a service that I am not getting. On top of that Frontier IT guy had me do a speed test, where I am supposed to be getting 6msp per second and I am actually only getting 3 (again, paying for something I am not getting). We finally got a date worked out for 10/3/2019 only for them to send me text everyday saying have to reschedule, then I call and confirm I need it to be 10/3/2019 at 8-12pm. Take off work and wait for them on 10/3 only for them to cancel while I am waiting for them to come after I confirmed on the phone with them that morning. So now I am paying for a service This is unacceptable. I have been on the phone with them to get this figured for a total of 10 hours in 2 weeks.

Frontier Communications has billed me for services that I have not received and after numerious calls asking them to stop charging me for my land line telephone service that ended when a wild fire (The Woolsey Fire) swept thru our community. On November 9th, 2018 the Woolsey fire devastated most of the homes and ranches in the Malibu Mountains of California. While thankfully my home was not lost, all the power lines and polls were burned and had to be replaced in our surrounding area. It was an enormous job and crews worked around the clock to restore services to many residences. Those of us who live in the rural areas were not the highest priority, so I waited my turn. On November 16, 2018 I went ahead and paid my bill which would normally be due at that time, expecting an adjustment to be credited when service was finally restored. Frontier continued to bill me each month and I called them to explain that I still did not have service and would not pay for services that I had not received. They said that I should just pay anyway which I thought was wrong and said so. As the months went by and I still had no phone service they continued to bill me and I continued to call them. Some of these calls took place on December 27th, 2018 April 9th, 2019 and June 17th 2019. There were other called that I made to Frontier about the problem as well, but did not document them. On April 19th they disconnected my phone number that I had for more than 35 years. Still, no service was was restored to my street. The only phone service I have at my home is very unreliable cell phone covereage due to the surounding mountains. Finally ,on October 2nd, I received a call from a collection agency to get $297.30. That would be the amount billed to me from November 16th to April19th all of which I had no service.

On August 2, 2019, I requested cancellation of my cable and phone service from Frontier. They have call logs confirming my request. On August 26, I received a bill for the new billing cycle that included charges for cable and phone services. I have made 5 phone calls to Frontier to have these charges removed from my bill. I have been told by each customer service representative that they cannot help me with removing the charges from my account and have been told that a dispute would be filed on my behalf. Each time a different timeline has been given for dispute resolution (72 hours, 3 days, 5 business days, 7 - 14 days). A summary of each of my calls to Frontier follows:

8/2 – Frontier Service call
Representative – G danise
Requested cancellation of Phone and Cable services. I will call them back later about upgrading internet speed.

8/29 – Frontier service call
Representative – Brett
Requested cancellation of phone and internet again after receiving a new bill. Cable and phone services were actually cancelled during this call. Representative was escalating the billing issue and indicated that there would be notification to me within 5 business days. I also requested shipping labels for the return of the set top boxes. Brett said that I would get the shipping labels automatically.

9/11 - Frontier service call
Representative – Kelsey Clay
Bill has not been resolved. I called again to get the cable and phone portion of the current bill resolved. Representative is creating dispute of bill. Indicated that I should have resolution in 72 hours.
Order number x-60278295.

9/16 – Frontier service call
Representative – Shania
I asked to speak with a supervisor. There is not one available. Shania revealed that disputes take between 7 and 14 business days to resolve and that I should not have been told 72 hours. Shania indicated that even though the bill is due, internet service will not be disconnected even though I will not be paying the $225 bill. Shania will make sure to notate the account so that there will not be a late payment fee while the dispute is processed. Shania has advised me to pay $79.15 to cover internet services and that the rest of the bill ($146.14 is in dispute). I also requested shipping labels for the return of the set top boxes again.
Internet upgraded to 500/500. Technician will be tomorrow between 1:00 – 5:00.
Confirmation number 072470574

10/1 – Frontier service call
Representative - Jeremy
This is my 5th call to Frontier in relation to this order, 4th to settle my billing dispute. I again requested that the phone and cable portion of the current bill be corrected to only charge for the internet service since I requested cancellation of phone and cable service on August 2nd. I also indicated that there should not be a late fee since I requested cancellation of the phone and cable service. The late fee should be removed from my bill as well. Jeremy removed the late fee. Jeremy said that he was going to go about getting the dispute resolved in a different way. Jeremy advised me to contact the office of the president but could not provide contact information. He advised that I search around on the Frontier web site for the information. Jeremy put in a CAP and had a telemarketing call pulled to review conversation with the customer. Jeremy will call me back on Friday 10/5/2019.

Company had offered to wave my installation fee. Spoke to two people who confirmed the 75.00 installation fee would be waved but I was still billed for it. One of the reps name Kristi actually said she would write in notes in the system to make sure that the 75.00 fee is waved. When I called to resolve the issue, the person I spoke to begin telling me that it's because I did not purchase the phone plan. I explain to him, the two people I spoke with before assured me that the 75.00 installation would be waved and that it was part of the promotion. The person went ahead and transferred me to someone keeping me on hold because he did not feel like dealing with the problem. Now the problem continues to be unresolved.

I have had several issues with frontier communications. Mostly involved in receiving misinformation from customer service representatives and billing. My bill increased drastically in March I spoke with individuals who advised they would fix it, but it was never fixed. I paid the account balance in full because I was over frontier and the numerous failed promises. On 08/22/2019 I contacted frontier and requested to have my services disconnected due to the numerous billing and service issues I was having. The services was disconnected and I was at this time told of a 9.99 fee for disconnecting the service. This fee was never disclosed when purchasing this service. That is the initial issue. The second issue was a billing issue. On 08222019 I contacted Frontier and spoke with a supervisor in order to disconnect my services. She apologized about the misinformation that I had been receiving and assured me my services would be disconnected 08/23/2019 and I would receive a refund for 22 days of service that I did not use, but she must charge me the 9.99 fee for disconnection. I understood and accepted, but explained to the supervisor that this was never disclosed to me. She then advised that this amount would be taken out of the prorated credit that I would be receiving during the next billing cycle. I was satisfied with this supervisors service and accepted what she said as policy. I received another bill so I contacted the frontier customer service once again. At this time I was told that it would be fine and I would be receiving a final bill with my prorated credits. I again accepted it as a fact. So again today I call frontier 10/3/19 and I spoke with an agent by the name of Gabi. She shot me down within the first minute. She stated," Policy has changed and we do not provide credit for services disconnected in the middle of the month". This was unbelievable as I had been told this from several people. I informed Gabi that this did not make sense. It's not fair for me to pay for services if I disconnected the services. I requested to speak with a supervisor. A supervisor by the name of Avery:id# *** got on the line. To my surprise this "supervisor" stated the same exact thing as the agent. I could not believe what I was hearing. I requested for my last few calls to be reviewed, because I was not promised this proration credit by just one person, but by agents that I spoke with after speaking initially with a supervisor. This was the first of me hearing something different and Avery was going to stick to it. I spoke with her for a while and then she stated I will credit you back for 10 days which is a $21 credit. I asked her is that right? she said yes. I then told her if I cancelled services on 08/23 and the cycle goes to 09/14 that would be 22 days for a credit of 47.66. 65(monthly service)/30(days in the month)=2.16*22=47.66. At this point she was like just a second let me review. She was getting a little frustrated as well at this point. She came back to the phone and said I have completed a credit of $45.49 which is $2.17 less than the actual calculation. I then requested her name and id number as well as the initial agents name and id#. As a supervisor she stated that she was unable to provide that information. I find that very hard to believe. I understand not providing identifying info such as last name, but an id is something that only frontier can identify the agent with. All customer service issues. The willingness to help was not there. I said all this to say," Frontier billing seems to be a scam like business. I don't care about the $2.17 but what about the other consumers who are unable to speak up for themselves? How many elderly people have been subject to this mistreatment? It is not fair. After researching frontiers policies after the call with Gabi and her supervisor Avery I found in writing that frontier typically provides frontier prorated credits within 90days after the account balances have been satisfied. If this is the case that would have been fine. I was never informed of this. I was simply told that even though services were disconnected. They have a new policy that states you must still pay throughout the end of the cycle even if you are not using the service. These people are relaying incorrect information and it is not fair. I have elderly parents and I can just imagine how these people at this certain center are really getting over on people.

Zero rating. I had service and it was bad internet so I switched to another company that bought out my contract. I called three times to pay the last bill and they kept saying it would be auto billed so I waited. I received a bill in the mail and called again waited on hold for over 20 min each time I called and paid my bill. I received an email the next day saying I didn't pay my bill so I called again and their "internet system was down." I called the next day for another round of phone tag and after an hour of them not being able to figure it out I gave up. I should be paid for my time for their problems. They sent me to collections for the amount I paid already. I called and played their phone catch and hold game for another hour of my life and they responded my creditor declined my payment so I called them and they said they didn't receive anything from frontier and didn't decline any charge. I requested to file a formal complaint with frontier and they said they would follow up with me. I havn't heard from them since! What a waste of time that I had to pay for!

I agree with every persons review!
One star is To many they don’t deserve that!!
I have been without internet for 2 weeks and they set up 10/2 between 9-1 to have the tech there to fix the internet. 4 text messages were received with the last one stating “ good news “ the tech is there to fix the problem. HA at 4 pm I called to see when it would be fixed and after 45 mins on the phone was told that the tech was not coming today. They can’t tell me when a tech will be available in the area! I have been a customer for a very long time and if I could drop frontier I would. Unfortunately because of where I live I have no choice. The call services are not even local people. Also said someone 18 and older may need to be there, guess who lost a day at work. Frontier people are liars and all they care about is collecting their money. The service is the absolute worst.

I Called frontier to get posesion of a land line phone number owned by my family for over 10 years originally through ***. *** sold posesion to frontier. 1st sales rep informed me that an account has to be set up to port out the phone number around june. Set up a dummy account that costs $32, but assured me that I would not be charged. This was supposed to take 3 days but because of multiple customer service reps not knowing their own software, this process too 4 or 5 weeks after been told to wait a week or so by each rep, claiming to have fixed the problem. When I got the bill in the mail they tried charging me 118$ for an account that I should not have had any charge for. I never made a single call through them or even hooked any phone up. Out of the 10+ reps I called over the next 2 months not a single one was helpful. At the begining of August I filed a claim and revieved a claim number for a frontier rep to listen to all of the phone recordings. I was told to wait a month and not do anything till then. I waited. September came, and I called to confirm the claim and was informed the claim number didnt exist and I was taken to collections. I imediatly called the collections agency and they filed a claim. Once again I was told to wait 2+ weeks. Called again today October 2nd. Frontier never responded yet again. This will affect my credit in the 10th...

My monthly bill has just changed on me. And according to Frontier they said I called to make this change with a representative, by the name of Amy with ID# *** in offline, on August 26th.
I did not do such a thing at ALL and I urge them to pull up the recorded conversation and show me proof that I called and made such a change.
I called to get the bill back to what it was before and they said they cant offer it to me anymore. I am very aggravated because when I called yesterday they said they can't get that plan anymore because I called to change it on August 26th. This is a huge lie and I did not do this. They cant give me a proper explantation when I called yesterday.

they have been overcharging com***ication bill. I agreed on the price $140.99 for the service phone internet & basic tv service, order # 075343733, $140.99 plus tax fixed price with Frontier customer service, PETRINA, employee ID : vpjj048.
But I received the com***ication bill amt $327.14 almost double charges.
Please adjust billing amout.

I live in Gobles, Michigan, a small town served by Frontier Communications. The internet provided by Frontier is DSL (Digital Subscriber Line). The infrastructure is very old and unreliable hence every time it rains (even a little), we lose the internet connection. I have contacted them multiple times and their only solution is for me to reset the modem in my house while waiting couple of weeks for a technician to arrive and make the "repairs". This have been going on since 09/17/19 and the tech is not scheduled to arrive until 10/07/19. Why am I expected to pay $75.33 ON-TIME every month when the service I get is very slow and unreliable? I have the flexibility to work from home and when I do, it is a constant battle with the internet connection. This week I have had to used my Mobile Hotspot because the connection has been absolutely horrible. I have asked multiple times to escalate the ticket so the technician can come before 10/07/19 and the Frontier Social Media Account Manager stated the following: "but currently, your city if in a freeze area, meaning that we are unable to process any escalations at this time." How is this even possible or fair? I have tried to get internet service from other companies such *** (fiber), *** or *** (fiber), but they will not come to where I live because the service territory belongs to Frontier. Internet nowadays is a necessity, not a luxury.

I called Frontier on 9/4/2019 and canceled my service. I was told that this would be done and that I would receive a prorated statement. I never received a prorated statement, I am now being told that my service was not canceled until 9/24/2019. I have attempted to contact Frontier and have been given multiple excuses:
- That I requested the cancellation for 9/24/2019
- That 9/24/2019 was the the first time that a technician could come out and get our equipment. (The funny thing is, a technician did not come out and I'm having to box up and return our equipment.)

We have Frontier internet, we were scheduled for a service call on August 28 2019 and again October 2 2019, no one showed up either date for repairs. I have been without stable internet service since end of July 2019.

Had internet service installed 14 days ago. I had intent access the first 2 days and that is it. Called the day it went down, Wednesday, and the soonest they could come out was on Monday (attempting to fix over phone was unsuccessful) I had to reschedule to next available day which was Wednesday. The technician never came. Called Wednesday and while I was on the phone with them their system updated and it showed complete (the tech never came)! Set up appointment for that Friday and tech never showed again. I have spent literally over 7 hrs on phone and 70% of the time was been on hold after I have spoke to someone. I would get transferred to the wrong people AND the wrong department. I was lied to by 2 of their employees. A supervisor told me they had to switch stations and would call me back in 10 min...The individual never called me. All in all, technicians missed not one, but two appointments I had to take time off work for. And they will only give one $25 credit for missed appointments.

I signed up for service by phone. The sales rep said he waived my activation fee when he submitted my order but I received my first bill and I was charged the $75 activation fee. I have called four times to have the charge credited but the charge is still there. They opened a case approximately three weeks ago and the charge has not been removed. I was also told I would receive one year free of ***, but I have not received that offer yet either. My account is now past due because I refuse to pay the fee (I paid for my normal monthly service), and I'm concerned they may shut off my service.

Was a ***/frontier customer for years. Even auto pay for the longest. In feb of this year. their service was down in my area and I couldn't get a date when it would be fixed. Kept getting all different kinds of answers all between a few days to maybe weeks. So I switched to ***. I called frontier to cancel. Apparently cancelling and account to them is putting the account in "Vacation Mode" without their knowledge. And also racking up fees for non payment which is now up to 182.00. Crazy thing is I was about to come back and get new services and was told I have to pay this 182 to even get installed new service.

Over the 3 past months, I have had 3 different service appointments set up with Frontier, which I had to take the day off of work in order to meet the technician at my home. All 3 appointments, the technician did not show up. 2 of the 3 appointments I was without service for 2-3 weeks, then rescheduled for an appointment 2 to 3 weeks from the originally scheduled appointment. Yesterday I was scheduled to have my internet service upgraded to a business line (at the suggestion of Frontier) to receive more reliable response to my issues, Frontier states that they will repair within 24 hours if I get a business line. After taking yesterday off from work......they once again did not show and rescheduled for 10/15. So I need to take another day off (totaling 6 within 3 months) to meet the technician. I would switch service providers if I had another option, but Frontier is the only provider in my area. When speaking with friends and aquaintences this is not an isolaated incidence. It is common practice with Frontier. How long will a company that has no regard for their customers' time be allowed to stay in business? a

When my family and I arrived home from vacation Sunday, September 29th, our internet and cable was not working. I was on hold for a total amount of two hours on Sunday with Frontier Communications receiving mixed messages from Representatives and Supervisors. They scheduled a Technician to come to my house between 1pm-4pm on Tuesday, October 1st, and required my presence during this time at my home. On Tuesday, October 1st, when a Technician never arrived, I called Frontier at 4pm and 5pm and was on hold for a total of an hour and 45 minutes. During my hold period, I was sent a text that my appointment was rescheduled. While on a phone with the Supervisor, I was told a Technician would be at my home Wednesday, October 2nd, at 8am. I called today (October 2nd) and was on hold for 45 minutes to then be told that a Technician will be at my home today at 3pm.