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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I started using Frontier communications internet service approximately one week ago, from the filing of this complaint. Three days ago, my internet service stopped working. I spoke with service representatives in the technical department for several hours in an attempt to resolve the issue. They were unable to fix the issue remotely, and concluded that a service technician would have to report to the property in person. They were unable to send a service technician the same day, and the earliest they could send someone was four days later. I expressed concern regarding the timing, given that I work remotely from home and internet service is thus essential. In response, they assured me that they would escalate the issue in an attempt to get me faster service, and suggested I call the following morning.
I then asked to be directed to the customer service department to file a formal complaint for service interruption. They insisted that they were doing everything they could and did not provide any billing adjustments or concrete plans regarding timely repair.
The following morning there were internet outages throughout several areas. I attempted to contact them via phone and online chat several times. Their online chat service required wait times of several hours. Similarly, their phone line would not provide any options to speak with someone in person and would often hang-up on me without ever speaking to someone in person.
Currently, I am still without internet. I have yet to speak with anyone in person (despite multiple efforts), and have received no updates regarding expedited service. Additionally, I am using my telephone as a hotspot, which is incurring an additional cost on my telephone bill in an attempt to use internet.
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. advises he was experiencing a service outage with Frontier.Mr. is disputing his bill for services from Frontier.Mr. request to be reimbursed for using a hotspot on his cell phone. Frontier has investigated the above
statements and offers the following response:Frontier advises a Frontier technician repaired Mr.’s service on July 8, 2020.Frontier has issued the appropriate credits for the time out of service and installation fee as a courtesy through July 8, 2020. Under Tariff, Frontier is responsible for service outage credits based on the customer's daily rate of service that is not functioning. Frontier is not liable for any other compensation. We therefore must respectfully deny Mr. request for additional credits for his hotspot usage.Frontier spoke to Mr. on July 9, 2020 and advise of the above information. Frontier has provided direct contact information if Mr. needs further assistance.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 is billing me for equipment which was returned to them with their own pre paid labels that they sent me.
Further they advertised that my service I purchased utilized fiber optic network at my house. There has never been any fiber optic at my house. And Frontier has admitted it. So from April 2016 until they were terminated in 2019 they were lying and charging me for a non existent service.
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 that she has a billing discrepancy with Frontier for equipment that was returned.Ms. claims that Frontier did not provide fiber services at her home.Frontier has investigated the above statements
and offers the following response:Frontier advises a full review of all charges are as follows below.Smart Mesh Single charged $72.00 on January 2019 and credit was issued for $96.00 on April 2019 bill. Smart Mesh Dual charged $48.00 (total $96.00) on February and March of 2019 and credit was issued for $120.00 on March 2019 bill.Router Fees $100.00 (total $200.00) charged on February and April of 2019 and credit was issued for $108.75 on March and May 2019 bills. Equipment at termination was charged $357.95 on September 2019 bill and credit was issued for $357.95 in November 2019. Equipment credits totaled $791.45.Frontier advises the balance on the account are for the monthly service rendered for April, May and June of 2019 and there is no additional credit to be applied.Frontier was providing Ms. fiber optic service (FIOS) for both TV and Internet for service from 2016 through 2019.Frontier provided Ms. copies of all bills from May 2016 through October 2019 via email.Frontier has provided arbitration information which is located at https://frontier.com/~/media/corporate/terms/general-arbitration-provision.ashxFrontier has communicated with Ms. via emails and provide the information above. Frontier has provided our direct contact information to Ms.. 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 have determined that this does not resolve my complaint. I was defrauded into believing there was a fiber optic line servicing my house, FIOS, known as Fiber Optic Service acronym, was never at my house nor in my neighborhood at anytime .
Frontier lied to me., for their own financial gains.It was deliberate and criminal.
Therefore I want a complete refund of all payments.
Regards
Thank you for referring the rebuttal of Ms.
to our office for review. We appreciate Ms.
bringing this matter to our attention.The Rebuttal states that:Ms. advises that she has a billing discrepancy with Frontier for equipment that was returned.Ms. claims that Frontier did not provide fiber services at her home.Frontier has investigated the above statements
and offers the following response:Frontier advises a full review of all charges are as follows below.Smart Mesh Single charged $72.00 on January 2019 and credit was issued for $96.00 on April 2019 bill. Smart Mesh Dual charged $48.00 (total $96.00) on February and March of 2019 and credit was issued for $120.00 on March 2019 bill.Router Fees $100.00 (total $200.00) charged on February and April of 2019 and credit was issued for $108.75 on March and May 2019 bills. Equipment at termination was charged $357.95 on September 2019 bill and credit was issued for $357.95 in November 2019. Equipment credits totaled $791.45.Frontier advises the balance on the account are for the monthly service rendered for April, May and June of 2019 and there is no additional credit to be applied.Frontier was providing Ms. fiber optic service (FIOS) for both TV and Internet for service from install January 26, 2016 through termination July 29,2019. Frontier advises movies were ordered monthly through FIOS TV on demand service.Frontier provided Ms. copies of all bills from April 2016 through October 2019 via email.Frontier has provided arbitration information which is located at https://frontier.com/~/media/corporate/terms/general-arbitration-provision.ashxFrontier has communicated with Ms. via emails and provide the information above. Frontier has provided our direct contact information to Ms.. 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 rebuttal. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I was initially scheduled for installation of internet at my home on 6-15-20 so I took off from work to be there and they never showed up they stated they tried to call me but I never got a call from them. So when I called them they said that it was a mechanical issue and due to the speed I wanted they couldn't wire my home I was getting a blazing 18mbs (sarcasm). SO I called them and they said there was nothing they could do because the order had not been completed so after the order is completed (talked to raven manager of frontier customer service) then I can call and get the installation fee waived. SO I waited till the day before installation and called again spoke with joseph and he said yes it was in the notes that the installation fee was going to be waived. No mind you the installation the second time was done 4 weeks after the initial install date promised. and was told it would be waived. SO I look at my bill and what do I see the installation fee. I talked to frontier and they said it was a valid service charge. I was lied to multiple times. I am an Nurse and took time away from work to wait around. Really do what you say. Even the website when you ask for them to schedule a call back it doesn't work. Hold time is incredibly long So every time I get through is a miracle but as they are the only internet provider in the area they have the monopoly and power. Don't bully
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 because the installation of his internet
service from Frontier had been delayed due to an engineering issue, he was
promised that the installation fee would be waived.Mr. advises that he called in multiple times and had been told
that there were notes on his account documenting that the installation fee
would be waived. After calling back
to inquired why the installation fee had not been removed, he was told
that it was a valid charge.Mr. advises that he would like the $75.00 installation fee
removed.Frontier has investigated the above
statements and offers the following response:Frontier advises that after a further
review of Mr.’s account, they confirmed that Mr. had been told that
the installation fee would be waived. Therefore,
a courtesy credit has been issued to reverse the $75.00 installation fee. Frontier apologizes for Mr.’s
customer service experience. Frontier is
working on opportunities to alleviate customer frustration related to customer
support.Frontier spoke with Mr. on July 9,
2020, advised him of the installation fee credit, and provided him with his remaining balance. 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.
The employees of this company seem like fine individuals. However, the company itself, like many ISPs in the US, should feel shame and embarrassment for their conduct and dishonest tactics. They force you to pay a router fee, regardless of whether you are using your own or not. They state that this is "so that they can guarantee your speeds." My speeds are nowhere near the advertised max, sitting generally at around 1/5th of the stated max. I just had an issue logging in to pay my bill, which means that I just spent 1 hour on the phone to pay a bill. Their new automated "buy-us-some-time" system whereby you spend the first five minutes of every phone call listening to an unjustifiably lengthy automated protocol can be quite frustrating. There are positives to this company in general. However, a company of this size conducting themselves as they have been is just a shame. I truly hope for a day when large bills mean great service and products. This day is not today (in the US).
Called to cancel service on during Oct 2019 as we retired and moved to a new home. Frontier did not cancel. My wife continued to pay bill through March 2020 when I found out we were still paying for service we were not using. I called and made it clear we were being billed for service we did not use and demanded that it cease during March 2020 and that FRONTIER remove their cable from our house to prevent further problems.
At some point, FRONTIER opened a 2nd account for the address we had moved to causing problems. We had another provider there but my wife wanted to keep our Email address of 20 years with FRONTIER. I called and asked for a refund and was really upset. FRONTIER then turned us in for collection and ruined my credit rating for these wrongful disputed charges - that my wife paid - $59 after being a customer for 20 plus years.
I called and the lady said that they had an entry for October 2019 but it was nebulous and not clear what I wanted - we wanted to cancel - we did not live there! I called multiple times and their records are incomplete or are not in the system, that is what the lady told me. I asked for copies of all contacts with FRONTIER and they refused to provide them. They turned me in to the credit bureau for $55.38 after being a loyal customer for 20 years and never being late.
The facts clearly show a dispute and my credit scores where in the 800's. Is that someone who does not pay his bills? I will provide copies of my 3 credit scores before the damage if needed. I had requested that FRONTIER remove their cable form our house in March 2019 and drove to our old house to have the cable removed and FRONTIER did not show up. Then they said that they did not have a record that the cable was to be removed. I literally wrote and then a detached, snobby guy wrote back and said they would be there April 4, 2019 to remove the cable. I had to drive back again 2 hours each way that time. FRONTIER then removed the plate and round eyelet from the house that was not theirs, and I specifically told them not to. I then wrote back to the FRONTIER guy since I had his E-mail asking that they put it back to hold the siding and plug the hole. He did not respond and it was never done. I paid for the plate and eyelet in the 1990's when I had another company. FRONTIER literally removed and took my hardware and equipment after being told not to remove it.
Bottom line, we asked for a refund for 6 months of service we paid from Oct 2019 through March 2020, my plate and eyelet need reinstalled and I ask that FRONTIER call and withdraw the disputed amount on my credit report --$55.38 dollars in a "disputed" matter. The FRONTIER employee was detached, not interested and refused to assist spewing mis-truths about our account that were not accurate and ignoring the written record to him about our hardware, the disputed amount and other issues. I just do not know why people are so filled with rage and hate and hurt others.
Although I am a senior, disabled citizen and believe this may have happened because of my race and where we live in WV, we pray that FRONTIER as a goodwill gesture corrects the damage on my credit so we can move forward.
FRONTIER knew the bill was disputed and turned us in to collections and the credit bureau behind our backs within a 45 day period I believe because my discussions with FRONTIER were not nice or productive, either way. As stated earlier, FRONTIER contributed to this problem by creating 2 bills, taking our hardware/equipment, charging us for 6 months of unused service, and then hurting this senior citizens credit for $55.38 dollars of a disputed amount after being a customer for 20 plus years.
I have several E-mails including the ones about my hardware being taken and FRONTIER did nothing, proving that the company we used to like did not care about us. We hope to resolve this here at the Revdex.com as a first step. If there is an internal FRONTIER dispute mechanism, we would be willing to use that process in house.
Thank you very much.
Frontier CommunicationsThank you for referring the
complaint of *** D. *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services from Frontier and requests that
Frontier credit his account and notify the credit bureau. Frontier has investigated the above
statements and offers the following response:Frontier advises that an
order was issued to close Mr. account on March 18, 2019. Frontier issued a credit to
Mr. account in the amount of $55.38 on July 15, 2020 for the March 1,
2019 charges. Frontier sent notification to the outside collection agency to request
that Mr. credit report is updated. Frontier processed a refund
check in the amount of $55.38 on July 17, 2020. Frontier advises that Mr.
*** should receive his refund in the amount of $55.38 in ten to fourteen
business days. Frontier communicated with
Mr. via email at ***, on July 20,
2020 to advise. 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 have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. I appreciate the time and research that Linda Harding of NY did for FRONTIER to resolve my complaint. I wish every company official was as responsive and professional as she was to assist with resolving my concerns. My best.
Regards
Another day, another problem with Frontier that calls into question why I keep my no-contract service with them, and makes abundantly clear why they have an F with the Revdex.com.
On Monday, July 6, Internet problems plagued my service and have made it impossible to work from home. Do not tell me it's COVID-related. We've been in this mess for 3 months. You've had more than enough time to figure it out.
When I attempted to call the 921-8101 number, I have to listen to all of this nonsense about how much they care during this time, before I can even just tell the system to get me over to tech support. When I do that, I get this whole run down of a new phone number they've established for it, and it hangs up on me. Great customer service - hanging up on your customers because whatever dolt set up your PBX doesn't know how to just make a call transfer to another number!!
Then, when I go through yet MORE menus on this new number, (***), I am presented a wait time of 55 minutes. This is not acceptable. Again, you cannot blame the virus anymore. You've had 3 months to figure out how to offer your customer service with everyone working from home. Every other respectable business has it down pat by now. You have no excuses.
Frontier Communications has received notification of a
complaint from the above individual. According to the complaint, Mr. has experienced issues
reaching Frontier for customer service concerns.Frontier advises there are several methods to contact us to
report concerns. Frontier.com provides general information for customers to
Contact Us including the capability to schedule a call back from a Contact
Center or Technical Support Representative. Contact Us and Call Back Assist are
available to both Residential and Business customers.The Contact Us page helps customers connect to Experts at
Frontier for a variety of requests, such asBilling & AccountCollectionsTechnical SupportMaking a PaymentRequests for other Frontier groups, such as Repair DepartmentIn addition, customer can also Contact Us via phone:Residential Customer Service - Business Customer Service - Hearing Impaired TTY - Collections - Make a Payment - Technical Support - We apologize for any inconvenience that Mr. has
experienced as a result of the above matter. We trust that this information
will assist you in closing this complaint. Sandra P.Frontier Communications
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.
Giving me a *** of a dozen phone numbers to contact Frontier when there should be a functional single point of service does NOT answer the complaint. Furthermore, the respondent apparently did not even read my complaint because she invites me to use their Contact Us page. What part of "my service was down" was unclear in the original message? Their response also does not address the request for a prorated refund for services that they did NOT provide.
Regards
Frontier has applied credit for the time out of service on July 6, 2020. This credit will appear on the August 2020 bill statement. Our expectations are that all of our customer's receive a positive response regarding any service issues. We trust this information will assist you in closing this complaint.
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
For the past year I have used Frontier as my internet provider because it was recommended by local people in town. I set up autopay so I wouldn't forget a payment. The account I used went over limit and they cut off autopay completely, causing a late payment. I had to pay over the phone and pay a service charge of $3.50 for using the phone system since it was a late payment, which I was fine with. I was not informed that autopay was turned off causing another late payment. Again had to pay over phone with another $3.50 service charge. When I got ahold of someone, they said wait 2 billing cycles and I could set up autopay again. I waited 3 cycles and attempted to set up autopay again; it wouldn't let me. During those 3 billing cycles, I had to call in my payment $3.50 service charge each time because it still would not let me pay online. Since I work a lot of hours, I tend to forget to pay bills that are not on autopay, causing an issue of late payments.
This brings us to today. I attempted to call the number to pay my bill. The system hung up on me 3 times. I attempted to call another number on the website; they said it was to set up new accounts only and gave me a different number. That number was no longer in service. After looking for nearly an hour on the website I found another number to call. They hung up on my too. I finally got through to the billing number and got my bill paid. Once I paid the bill, I found their online chat system. I spoke with a rep who was somewhat helpful. She gave me a number to call to disconnect my service. That number had absolutely nothing to do with Frontier. I tried another number that I found online; that number hung up on me. I just want to cancel my service with Frontier, and they are making it impossible.
Thank
you for referring the complaint of Mr. *** to our office for
review. We appreciate your bringing this
matter to our attention.On
July 8, 2020, a Frontier representative spoke to the customer regarding the
concerns outlined in the complaint. An
order (***) was processed per customer's
request to disconnect service effective 7/8/2020. A return label has been mailed for the return
of the Frontier equipment. A credit in the amount of $64.98 was applied to
the account and will appear on the customer’s final billing statement. This credit will offset any charges the
customer paid for late payment fees and convenience fees to remit payment by
phone. We
apologize for the inconvenience this issue has caused. We trust this
information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
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,
*** Phillips
Our Frontier internet, Fixed Wireless (Point-to-point), has not been working properly for over 6 weeks now. Our next door neighbors have the same system pointing to the same tower and have not had any issues with losing service. We had not experienced any issues for the 11 months prior, including when we were working from home and the children were using internet for e learning. We have spent over 15 hours on chat with Frontier and over 3 hours on the phone without resolution. Several times we were disconnected (or hung up on) and did not receive a return call as they indicated they would even though we provided call back numbers at the beginning of the calls. Two 1/2 weeks ago a technician was supposed to come out to fix our internet, but did not show. They called and said the technician wasn't familiar with our equipment and someone would come out the following Monday, June 22, 2020. Again, no one showed up on Monday. Finally, on Tuesday, June 23, 2020 after I called to complain, a knowledgeable and very friendly service technician showed up and thought he had fixed the issue, but it wasn't working again a couple of hours later. We continued to try to resolve the issue via chat and phone and were told on June 29, 2020 they were sending a new modem within 3-5 business days. We contacted Frontier again on July 4, 2020 and they said they had no record of a modem on order, so they supposedly placed an order for a new modem. We contacted them again on Monday, July 6, 2020 and again they said there was no modem on order. We chatted for another 45 minutes and was redirected to a phone number that redirected us to another phone number. We called that number and was on hold for an hour. The customer service rep who answered the phone said he wasn't familiar with Fixed Wireless and that Frontier only has Fios and DSL. The agent disconnected from me within a few minutes and did not call back. It is impossible to contact anyone at Frontier who knows the product that they have sold us. To make matters worse, they raised our rates a month ago!
Frontier CommunicationsThank 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 Fixed Wireless Internet from Frontier has not
worked properly for the past six weeks and her monthly rate increased.Frontier has investigated the above
statements and offers the following response:Frontier advises Ms.’s
service was fixed on July 23, 2020.Frontier has provided credit
for the time Ms. was without service.Frontier contacted Ms.,
on July 27, 2020, and she advised her Internet service is working.Frontier advises that Ms.’s
term end on June 4, 2020 which caused the monthly increase.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
Being forced to pay for services not rendered. Downgrading from triple play to double play by dropping TV service. Wanted to upgrade internet speed from 75 up/down speed to 500 up/down speed. Need to retain Internet service and LAN line for house phone during COVID for work from home conference calls. Frontier managed to kill my phone service twice in 7 days. I have no phone service despite numerous phone calls and escalations.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. states Frontier is billing for services not rendered. Several attempts to contact Mr. to
discuss his concerns have been unsuccessful. Messages have been left that
included direct contact information. There have been no return calls to
Frontier as a result of our attempts.Account notes indicate this matter has been
resolved. If this matter still requires attention, please
contact the undersigned. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
Frontier customer service representatives state that you will be notified of any charges PRIOR to the start of any work on your premises. I had a new wire run and was not informed prior to the install of any charges. I also called and asked them to confirm there would be no charges. No one could provide a concrete answer, finally after multiple calls and hours devoted to this I spoke with an escalation representative that assured me I would not be charged for the service. This was requested due to the time devoted as well as multiple complaints against customer service personnel and a service technician who got into a verbal altercation with me on my property while servicing a neighbor's property. I received a bill from CMR Claims Department and when I called to dispute the bill I was laughed at and threatened with additional charges for failure to pay before the person told me to have a nice day and disconnected. I called Frontier and was told it was beyond their control. I also had to recently contact Frontier and have a service removed that was added without my prior notification or consent. This company is unethical and has the worst service I have ever experienced. Multiple complaints have gone unanswered.
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. is disputing a charge billed by third party billing (CMR) on behalf of Frontier Communications.Frontier has investigated the above statements and offers the
following response:Claims Management Resource (CMR) generates billing for damage to Frontier property, they are not a collection agency but a third-party billing vendor for Frontier.CMR can be contacted directly at and the calling party can ask to speak with the ADJ handling the caller's claim number.Frontier representative has spoken to Mr. and advised 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 ManagerTelephone
Number: Fax
Number:
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.This does nothing to resolve the issue. I am a Frontier customer, and only because no other alternatives exist. I am not a customer of this 3rd party. I was told by Frontier that I would not have to pay for this so it is Frontier’s responsibility to make this right. This other company does not know me.
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
On Monday July 6, 2020, could not get internet service. Tried calling Frontier several times, calls kept disconnecting, and could not reach anyone in tech support, or Customer service.
Nature of
Complaint:On Monday July 6, 2020, could not get internet service.
Tried calling Frontier several times, calls kept disconnecting, and could not
reach anyone in tech support, or Customer service.Mr. established service on August 29, 2018.Mr. currently bills $100/FIOS 150/150 Ultimate HD Double
Play, $11/DVR, $10/Quantum Experience, $10/Wi-Fi Router, $33/HD Receivers plus
taxes and surcharges monthly.Per Frontier records, Mr. spoke with a customer
service agent on June 6, 2020 to advise that his internet service had been
inconsistent for approximately two weeks. There were a few outages. The
agent checked the log and found that Mr. had been out of service for
four days. The agent adjusted the
account in the amount of $15.44 due to the outage.Per Repair Ticket
# 88307967: A Frontier repair ticket was opened on June 10, 2020 and was closed on June 12, 2020. There was an ONT/Physical Issue reported. A technician was routed out on June 11, 2020
and cleared the trouble. He advised that
Mr. had intermittent service, no guide or on-demand, Internet goes up
and down. He had new fiber feeder assigned, swapped 211 ONT, verified data
connectivity on CAT 5 Ethernet homerun with JDSU, swapped NVG BHR. All guide
and on-demand data returned. He verified
the Internet was up and no errors by FSC. All services verified working and
restored by customer. The repair ticket
was labeled as an equipment malfunction…Frontier equipment… Broadband Router…Equipment
was replaced.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.
The customer service is terrible, they just lie to you to get you off the phone. This will now be the second time they have lied to me about my schedule appointments. They have set up appointments and no one shows up. They argue with you about your account being credited even though you arent getting the service because of something wrong on their end.
Thank you
for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The
Complaint states that:*** advises she was given a repair date but
would like his service repaired prior to that date.Frontier has investigated the above statements and offers
the followingresponse:Frontier advises Ms.’s service was fixed on July 8, 2020. Frontier provided credit for the time Ms.’s was without service.Frontier spoke with Ms., July 9, 2020, and advised him of the above information We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has
experienced as a result of the above matter.
Our phone and internet services went out at the end of August 2019
Serviceman came 2 weeks later to restore services - but lasted only one week
Second service call @ end of Sept 2019 told no charges would be billed to us due to lack of service per Regional Manager
No phone or internet services again mid-October; serviceman was a no show for scheduled repair
Received bill for Sept in the amount of $114.22, called to have this removed based on Regional Manager's instructions
Customer rep Samon Case # I-*** will process 21.99 credit and will put in notes for a resolve for the Sept billing
Per Service Dept. claim # S-70284143 I was told:
- a credit to be processed $38.35 for dates 8/26/19-9/6/19
- and will process further credit for dates 9/17/19-9/25/19 including refund of late payment charge
- credit for $21.99 w/b processed for 9/20 charges that were in error
- I was told on this call I had to officially say I longer wanted Frontier even though they failed to provide services
Only credit rec'd in Oct was for 29.99 leaving a balance of $84.59 at that time.
Nov bill showed that amount forwarded and billed for an additional 81.86 leaving a balance of $166.45 [no services received]
December 2019 bill shows frwd bal of $166.45 plus 81.86 [no services received] leaving a balance of $248.31
12/16 customer rep Micheal; says their notes on file agree with my detail; and states a credit will be processed for $114.58 plus $80.04, plus adjustments including taxes and fees will be processed by 12/19/19
12/31 customer rep Jamare shows a credit of 38.35 processed but this isn't indicated on our bill. He says a check w/be mailed and will take 7 business days to complete. He will process resolution to billing error as stated Case # 73804540
January 2020 bill shows a credit of $17.57 leaving an outstanding balance of $230.74
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 that his telephone and Internet were out of service since the
end of August 2019. Mr.
*** advises that Frontier was to apply a credit adjustment due to the
service outage per a regional manager.Frontier has investigated the above statements
and offers the following response: Frontier
advises Mr. ported out his telephone service on December 6, 2019. Frontier advises Mr. disconnected his
Internet service on September 20, 2019. Frontier
advises that Mr. called Frontier on multiple occasions reporting the telephone
and Internet out of service. Frontier
applied a credit adjustment to Mr.’s account for the full amount to a
zero balance and reported an update to the collection agencies. Frontier
spoke to Mr. on July 27, 2020 and communicated 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 Mr. may have experienced as a result of
the above matter..
This company has a monopoly on internet in my area and there is nothing you can do about it. If you have billing issues, internet issues, repair service, anything that needs service, you are out of luck. They do not answer their phones, call back times are over 24 hours, and they never resolve complaints. Everything they do is automatated throw gh their internet or phone service. However, if you are having a problem with phone or internet, there is no way to get hold of them. How convenient. What a scam of a company. I should be reimbursed for all the down time of the internet that I am paying for.
I cancelled my service with Frontier Communications on 6/9/20(service for that month was from 6/1/20 - 6/30/20).
The representative told me that they were going to send me a box so that I could return their equipment back to them. Within a couple of days I received the box and returned the equipment back to Frontier. When I signed up with Frontier, I was told that there would be a $9.99 broadband processing fee, if I were to cancel service at any time. I was not happy about that charge, but agreed to try their service anyway. When I received the next billing, I expected to see the broadband processing fee and an adjustment for the 21 days of service that I did not use. Instead, I received the full month billing with the broadband fee added on. I called to inquire about this and was told that Frontier does bill a month in advance, and they don't prorate
for partial months. The representative explained to me that their policy is explained on page 2 of the billing.
I told her that when I signed up for service I was not told about this part of their policy, and I could not have known
what would be printed on the billing before I received the first one. I do not believe it is fair to have the consumer
return the equipment right away, and then ask them to pay for the service of the remaining month, especially when
this was not stated up front. I have my account set to pay the bill(6/7/20) because they told me that I am, still, financially responsible for it, but I am not happy with this type of business practice. This is poor customer service!
Thank you for referring the complaint of
Mr. Trefen
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises he was billed for a full month of service even though he wanted to end service earlier.Frontier has investigated the above
statements and offers the following response: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 as a courtesy we have provided the appropriated credit back to the date of disconnection.Frontier has requested a refund check to be sent to Mr. in the amount of $38.13.Frontier has been unsuccessful in our attempts to reach Mr. and advise of the above information. Frontier has provided our direct contact information if Mr. needs any further assistance. 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 have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I wanted to discontinue service because of horrible service and discontinued promotions.
They informed me I have to pay full month after bill has been posted
I am out of contract
There service representative will not prorate final bill.
Less than zero for star rating
We have Frontier Comm. customers since Frontier acquired our area from Verizon. Over the course of that time (probably at least 10 years)we have seen our internet service deteriorate considerably (with no attempt to improve). We have had previous issues with our service but after one or two complaints they have been resolved, up until now. Towards the end of May we began experiencing a loss of our access in the evenings. As these became more frequent so did our calls to customer service. Nothing they could do would resolve our problem. A tech ticket would be written and scheduled for several days out. At the time of the appointment no contact with us would be made and the tickets either cancelled or completed. Testing always being done during the day when our service was fine. I have asked that the tech contact us but they seem to ignore the request. I have asked CS supervisors for a contact name and number until our problem is resolved but I am refused. Each time I call it is someone different with the same empty promises. Our only other internet choices is a satellite provider, much too expensive for a retired couple.I am hoping that through my contact with you I can obtain a satisfactory solution.
Revdex.com Reference #:***Nature of
Complaint:We have Frontier Comm. customers since Frontier acquired
our area from Verizon. Over the course of that time (probably at least 10 years)
we have seen our internet service deteriorate considerably (with no attempt to
improve). We have had previous issues with our service but after one or two
complaints they have been resolved, up until now. Towards the end of May we
began experiencing a loss of our access in the evenings. As these became more
frequent so did our calls to customer service. Nothing they could do would
resolve our problem. A tech ticket would be written and scheduled for several
days out. At the time of the appointment no contact with us would be made and
the tickets either cancelled or completed. Testing always being done during the
day when our service was fine. I have asked that the tech contact us, but they
seem to ignore the request. I have asked CS supervisors for a contact name and
number until our problem is resolved but I am refused. Each time I call it is
someone different with the same empty promises. Our only other internet choices
are a satellite provider, much too expensive for a retired couple. I am hoping
that through my contact with you I can obtain a satisfactory solution.Mrs. established service on November 7, 1996.Ms. currently bills $40.99/Digital Phone
Unlimited, $24.99/Broadband Max, $5.99/Digital Phone Pak plus taxes and
surcharges monthly.Trouble was reported on June 24 and July 8 advising the
Internet service was not active at the residence. The customer advised the her Internet was not
working. She stated that it would go out
every night around 9pand that she had 7 trouble tickets and has had techs come out,
but they have not resolved the issue. She requested a tech to come out and be
assigned to her account for the problem that she can stay in contact with until
the problem is resolved that she is having.Per Repair Ticket #***: Ticket was opened on July 8
and closed on July 15. Ticket was opened due to no DSL service at the
residence. It was noted that internet is working during morning but during the
night the internet stops working. The ticket advised that the customer
requested to have someone who can work on this during night time, so they can
see the problem. Seems that when they test the line during day time, the line
is perfectly working. The technician advised that the connection issue is due
to congestion in that area, trouble cleared, and ticket closed.Credit was applied due to data outage on
7/8/2020...credit in the amount of $16.60. An additional credit in the amount
of $24.99 was issued due to her inconvenience. 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 Commission 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.
Regards,
***
As stated in Frontier's response, I did receive a call from a representative on Thursday August 6th at around 6:30PM, unfortunately my husband and I were not at home. A message was left from 'Christy' with a return phone number and extension. She indicated that she would be available until 11 PM CST. I attempted to call her 6 times that evening but was unable to get an answer, not even a voice mail to leave a message. The phone just rang and rang. She also indicated that if I could not reach her I should contact tech support so I finally did. The result of that call was that another service ticket was issued for Friday afternoon. I did not see or talk with the tech but the ticket showed completed at 6 PM. At around 10 PM we lost our internet connection again. It did not return for the rest of the evening. I attempted to call Christy again with no success! Saturday morning I received a text that stated the problem had been resolved and I was asked to confirm it. I indicated it was not and that the problem still remained. A new ticket has been issued and the saga continues!
Mrs. established service on November 7, 1996. Ms. currently bills $40.99/Digital Phone
Unlimited, $24.99/Broadband Max, $5.99/Digital Phone Pak plus taxes and
surcharges monthly. Trouble was reported on June 24 and July 8 advising the
Internet service was not active at the residence. The customer advised her
Internet was not working. She stated that it would go out every night around
9pand that she had 7 trouble tickets and has had techs come out, but they have
not resolved the issue. She requested a tech to come out and be assigned to her
account for the problem that she can stay in contact with until the problem is
resolved that she is having. Per Repair Ticket #***: Ticket was opened on July 8
and closed on July 15. Ticket was opened due to no DSL service at the
residence. It was noted that internet is working during morning but during the
night the internet stops working. The ticket advised that the customer
requested to have someone who can work on this during nighttime, so they can
see the problem. Seems that when they test the line during daytime, the line is
perfectly working. The technician advised that the connection issue is due to
congestion in that area, trouble cleared, and ticket closed. Credit was applied due to data outage on
7/8/2020...credit in the amount of $16.60. An additional credit in the amount
of $24.99 was issued due to her inconvenience. The adjustment request has been
approved and will be posted immediately to the customer account. Mrs.’s connection concerns have been forwarded
over to Frontier Tech Support. An agent
will be reaching out to Mrs. within 24 – 48 hours to resolve her
internet connection concerns. Frontier Tech Support will assist going forward
and will continue to work with Mrs., *** to offer some type of
resolution/relief.Per Repair Ticket # 89454524: Ticket was opened on August
8, 2020 and closed on August 10, 2020. The ticket was opened due to no DSL service at
the residence. A technician was sent out
and he advised there was a moisture issue. He fixed the issue and spoke with Mrs.. A representative called and spoke with Mrs.
*** and she advised that her service is up and running. She's hopeful that
the service will work going forward. Frontier apologizes for any inconvenience the matter
mentioned above has caused. We trust that this information will assist the Commission
in closing this complaint.
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,
***
Finally I believe my problem has been resolved. It is unfortunate that it had to take so long (nearly 2 1/2 months) but I am grateful that Michael 'a specialist' was assigned the task and found what was causing my issue. I am satisfied that my complaint can be closed.
I have called 4 times and waiting for equipment. I’ve been paying for service for over 1 year without receiving equipment and Frontier is charging me for the equipment.
Frontier CommunicationsThank you for referring the
complaint of Dr.
*** to our office for review. We appreciate Dr. *** bringing this matter to our attention.The Complaint states that:Dr.
*** is disputing the monthly modem fee on Frontier’s bill.Dr.
*** states that a Frontier modem was never received when the Internet
service was installed and requests credit. Frontier has investigated the above
statements and offers the following response:Frontier’s
Investigation found that Dr. ***’s Internet service was installed on October
1, 2019 as a self-Installation. Frontier records
indicate that Dr. *** first notified Frontier that a modem was not received on
June 7, 2020. Frontier advises that a
modem was shipped to Dr. *** on July 7, 2020.Frontier issued a
credit to Dr. ***’s account in the amount of $86.72 on July 23, 2020 for this
billing dispute. Frontier has made
several attempts to contact Dr. *** via email at *** and phone number
to advise and has been unsuccessful. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Dr. *** may have experienced as a result of the
above matter.Tell us why here...
One star is being generous! I wish I could leave zero.
They did work two houses down, left the wite and hole up and also left us without service. I have never left a complaint, but feel this is warranted as their utter lack of customer care. I will be spending my money elsewhere as soon as I possibly can. Its obvious why they are in the trouble they are.
I had Gigabit internet service installed on 6/23, when I signed up online the offer it gave me told me the $75 installation fee would be spread out over 3 months, so $25 a month additional. Also it didn't mention a $10 shipping charge for sending the equipment to the local pick up spot for technician. Once I received my first bill 2 days later on 6/25 I noticed they wanted the full $75 upfront which made my first bill $160.83.
I contacted frontier customer service through their chat option and was told there was nothing they could do because bill had been generated already and I would have to pay the full amount. After threatening to go to Revdex.com with the pictures I had of the initial offer. They had a supervisor come into the chat and offer for me to pay $110.83 first month (which includes the shipping fee) and $100.82 on the second and third month, then my normal rate of $75.82 starting on the 4th month.
However, I'm still upset that I had to go through all of this just to get the offer I signed up for on their website and also the fact that she couldn't just change my bill and I have to call back each month for them to waive the late fees, which is a huge inconvenience of my time.
Frontier shouldn't be false advertising offers they do not intend to give to there customers, its bad business and a terrible first impression to a new customer.
I'm not sure how, or if its even possible to attach pictures, but I have a screen shot of the offer I signed up for online to back my claims.
Thank
you for referring the complaint of Mr. *** to our office for review. We appreciate your bringing this matter to
our attention.On
July 8, 2020, a credit in the amount of $75 was applied for the installation
billed in a single installment. An order
was processed to split the $75 charge into 3 installments beginning with the
July 23, 2020 billing statement. Additionally, a credit in the amount of $9.99 was processed for the
shipping and handling fee that the customer states did not appear on his online
order confirmation. The
current balance is $75.84 due on July 17, 2020. The customer’s August, September and October 2020 billing statements
will include an additional $25 for the installation (as previously agreed
upon). We
apologize for the inconvenience this issue has caused. We trust this
information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations