Frontier Communications

We have telephone service with Frontier and have not have service since around the first week of July 2019. Phone calls have been made to Frontier was told that someone would come out on the 20th of September and that it was not a inside the home issue. Tried calling Friday the 20th cannot get a live person only a automatic system that keeps repeating itself, tried again Saturday September 21st...same results..Received another bill from Frontier....Not sure what to do however do not want to keep paying for service that we do not have.......

1. Sales person tells blatant lies to sell me internet service - 1***1 on 30th July 2019 at 7:17PM pacific time. They tell me installation charges will be waived, I can keep my own router so I don't need to pay additional $10 per month, and they would buy out my contract with *** ~$100
2. Installer comes, I have to stay home on a work day afternoon. half way through once we discover sales person lied, install is halted. Supervisor insists the installer to mark installation as completed. Thus billing starts without even complete installation.
3. Supervisor also tells installer to promise me that supervisor will personally sort the matter out or get the things cancelled so I dont need to spend more time.
4. Supervisor also lies. No follow-ups. My attempt to contact him are not responded.
5. I spend more time reaching frontier. Finally someone from social media team - Quadra T contacts me to help resolve.
6. I offer them $500 if prove me wrong by listening to the original sales call recording. They fail to find the recording.
7. She schedules a follow-up installation after she agrees they would waive off unused days of service, installation charges, and would credit *** early termination fee. I agree that I will use their router and pay 10 extra
No one shows up on a saturday afternoon. I have waited another 4 hours.
8. She sets up another appointment for 2 weeks later. now we are almost a month of unused service but still billed. She says she won't give any more credits, nor would be able to cover early termination fees
9. I request to cancel the account. They still charge me $10. For so much harassment, time waste, and for something that was never used. refuse to waive it off.

When I went to cancel my internet with this company I was told I had to pay a fee for breaking my contract I then told them I was never informed of any contract nor did I ever agree to one they then said it became active as of FEBRUARY this year when I had been a customer since December of last year and they claimed they had no record of that the only record they had was for February when I started my service again this is false I then said if they could provide my recorded phone call on this day and they kept giving me excuses that they didnt have access to it nor did they know who to contact for it at this point I asked to talk to a superior of the supervisor I was currently talking to and was told that I couldn't so I told them to remove my card and that I did not authorize them to take any funds from my account until the matter was resolved

I signed up for internet service on 9/11/19 and scheduled the installation for 9/14/19. The service tech was at the access point on my house, but never entered my residence to install any equipment. When I called I was told it was being shipped, but they could not provide a tracking number at that time. I was on the phone with customer service 9/15/19, 9/16/19,9/17/19 for at least 45 minutes each time and no one was able to help me. I thought my account was set up finally and I received the equipment on 9/18/19. When I called tech service, because it was not working, they told me there was a problem with how my account was set up. By this time I was so frustrated that I requested to cancel the service. I spoke to a supervisor who told me that he had noted all of this on my account and that when the bill came to contact collections and dispute the bill and they would remove the charges. Today I tried to do just that and they are telling me that I owe for a month of service that I never used. In addition, I was on the online chat with Supervisor John D and he just stopped responding to me. This whole ordeal has cost me so much time and frustration.

Frontier was contacted by phone on 9/16/19 when a replacement FiOS digital adapter that had just arrived that day was found to be faulty. Technical support was unable to "replace the replacement" and transferred me to a customer service representive named "Karah". She said that the already-replaced adapter would be again replaced by another unit (which has never arrived). She added that she wanted to see if she could compensate me for the trouble that I'd had with getting a functional FiOS digital adapter. I hadn't asked for anything, but expected that she might give me an account credit of $10 or $20. Instead, she said that she'd been able to save me a couple of dollars on my monthly bill. I asked her how long this would last? She replied "44 months".
Following the end of this call, I started receiving email notices about providing Frontier with information about the "Frontier Secure Identity Security Bundle". This is a product that had not been mentioned to me (indeed, no products were mentioned by Karah). I did not ask for it. I did not accept it. It was never referenced nor explained. On the same day, I received a summary of a "new order" that I'd apparently placed with Frontier. It showed the "Security Bundle" priced at $5.99 per month.

The next morning, I phoned Frontier to cancel the unrequested "Security Bundle". I spoke with "Kimberly" who was singlularly unpleasant and unhelpful. She did not believe that I had not accepted the "Security Bundle". She did agree to escalate my complaint to a supervisor who was supposed to phone me later that day. This didn't happen. Meanwhile, I received a second order summary from Frontier which removed the Security Bundle, but added $10.00 for a WiFi Router that had been previously provided to me at no charge. My monthly bill was now supposed to be $12.00/month higher than it was before Karah was going to "do me a favor".

I phoned again on 9/18/19 and spoke with "Tiffany" who said that she was in Frontier's Tampa office. She explained that the $10 had been added because I had been grandfathered into not having to paying for it, but my requesting a change in my bundle (the one that I NEVER requested) eliminated the grandfathering. This conversation, including holds, took over 40 minutes. Tiffany was unable to help me return my billing to it's pre-Karah condition, but said that she would have one of two supervisors call me that day. Not surprisingly (judging from Frontier's "F" rating with the Revdex.com), no calls were received by me.

I am a customer that was located in a *** Fios territory that was purchased by Frontier. I inquired about changing my plan through a chat session with an online representative for Frontier. The employee advised me of a lower cost plan that I agreed to move to. Once this plan was changed I expected a certain amount to show on my bill and let my wife know to look for the change. Life happens and we kept paying our Frontier bill. I experienced an internet outage in July of this year which prompted me to look at my account. I found I was paying an additional $24 per month for the past two years for "Fios Bundle Charges" that I never requested or had access to. A little research shows that some *** legacy customers may have additional features that Frontier's system adds on. The first Frontier customer service rep I spoke with made changes to my account to correct the plan and get the correct charges going forward. That rep issued a $48 credit as a courtesy but let me know she would be escalating to a dispute team and I would be contacted within two weeks. I was never contacted. I called back and the next Frontier customer service rep I spoke with told me they did not see a dispute but would gladly put one in and I would get a call back within two weeks. I was never contacted. I called a third time and I was told that a dispute was in but they were not sure why I wasn't contacted and that the customer service rep who files the dispute usually calls back, not the dispute team. This customer service rep offered me an additional credit of $38. I called for the fourth time on 9/23/2019 to see what the status was on previous dispute requests. The "Escalation Supervisor" I spoke with let me know that they will only give a credit up to 3 months prior bills. I was then told that escalating to the dispute team may actually cause the previous credits I received to be debited due to the fact that the amount exceeds the 3 month policy. I am extremely upset that I was billed for products I never requested or had access to for 2 years. $24x24 months = $576. I understand that this is a system issue but as a customer I would expect the company I am doing business with to be the experts when it comes to their billing practices. If a mistake happens I would expect them to make an appropriate credit as a goodwill gesture for their customer. If an appropriate credit cannot be offered then I would love to speak with someone who can explain why it is a good business decision to overcharge a customer for two years for something they have not requested or have access to.

Requested 4 remotes, 4 times, received only 1. Old *** remotes stopped working, can not change my channels, while paying $218.00 monthly

Frontier forces router rental charge when no rental was requested or provided. Also was shipped a router to use 2 years+ into service when it was clearly not requested and customer service refuses to take equipment back.

Frontier Communications bundled accounts without permission:

We never agreed to a phone and internet bundled service, although there was a discussion about. I found it bundled by surprise on our January 2019 bill.
After many failed attempts to correct this through phone calls and letters
I can not get this resolved. I have kept current on my phone proton of the bill throughout this whole process.
(The cost of *** Net. bundled with Frontier was approx.$25.00 more than paying separate.) After having it un bundled by Frontier, I finally payed a payment for the *** portion based on what I would have payed directly to *** had it not been bundled as Frontier clamed they could not remove this extra amount from my bill.
I sent a letter to them explaining all the as asked then to clear up the remaining balance on my account which which included numerous late fees.
With no resolve I spoke to Belinda Smiley, she refused to help claiming she had a tape recording of the discussion of us agreeing to bundle, I asked for a transcript of this discussion and she said she could not share it.
I asked then why did a representative call a week later and ask if we had decided to bundle yet and again said no
I am still paying my "Phone" portion of the bill and I am up to date on this but I am still waiting for a resolution.
In addition the length of time I was on hold and the number of times I was disconnected during my numerous attempts to speak to someone at Frontier was unacceptable.
I will continue to pay for the phone service but will not pay the added charges that were never agreed upon.
Thank you for your time.

We moved on 6/27/19 and cancelled our frontier service on 7/1/19 (confirmation number: ***). When we cancelled our service we had a negative balance (credit) of $55.81. We were told we would receive a prepaid Visa card in the mail within 30 days for the credit. I advised the agent of our new address and she said she would process the refund and have it sent to the new address. As of mid August, we had not received the credit and received another bill with a charge for $9.99. I called frontier to ask about this new charge and ask when we would receive the credit. The new charge was a disconnect fee which we were not informed about when we called to cancel our service. The customer service agent said no problem, it will be reinstated and you will receive your full refund of $55.81. I asked how long it would take to receive the refund, he said it can take up to 90 days so I should call back if I have not received it by the end of September. I asked him to check where it was being sent to and he stated the old address. I again informed him we had moved and would need the address updated. It is now 9/22/18, we still have not received the refund, and the account is still missing the $9.99 fee. I called frontier again to ask what the deal was. After spending 47 minutes on hold, and another hour on with an agent and her supervisor, I was told we would not get the $9.99 fee back (even though I was told I would by one of their agents), and that the refund would take another month at least. This will now be a 4 months since closing the account, to "process" a refund. While on the phone with the agent, I again asked what address the refund would be sent to. Again, the old address was listed. I had her update it. It took 4 times for her to enter the correct address. She explained she suffered from dyslexia, I said no worries. Then after her supervisor tells me there's nothing she can do, I ask the supervisor to verify the address to me. It was still wrong. I give the supervisor the new address, she also repeats it back to me incorrectly. I correct her and she also claims she has dyslexia. Seems too ironic. I've now spent over 5 hours on the phone with frontier, all for this issue, and have not received any resolution.

I suspended my cable service and retained my internet service with frontier as of July 2019. I returned the two cable boxes on 7/2/19. Frontier received them on 7/18/19. For two cycles I have been billed correctly. On 9/5 I received an email with my upcoming bill, charging me $200 for unreturned equipment. I called Frontier on 9/6 and spoke with rep who confirmed that boxes were received and that bill will be corrected. I was informed not to worry that my account will not be charged inappropriately because I was calling them way in advance. On 9/20 my account was charged $284.70 for the “unreturned equipment” that they know have received in July. I called frontier again and the rep said I had a credit. I don’t care for a credit. I cared for my money to be left in my account because it does not belong to Frontier. I asked to speak to a supervisor but Frontier does not have any readily available and told someone will be calling in 48-72 hours. In the meantime my account has been inappropriately depleted of $200. This is money I may have needed for something else. I now have to wait several more days to get my money back.

Apparently I received a promotional "year free" for a "router rental", after which my bill increased by $10/mo. You see, I have never, and still do not, have a frontier router. Despite this, frontier says I am liable for the cost. I can now be neither refunded nor do anything whatsoever to remove this hardware charge from my bill, despite not having any hardware.

I have been having internet connectivity issues for a week now so I contacted customer support and got a ticket number for a tech to come fix it but I just checked on the status and it says it was already completed even though the tech wasn’t scheduled to be here for 2 more days and nobody has been here and the internet still isn’t working. I got on a chat with their customer service and was told when I provided the ticket number that they had no active appointment or ticket on my account for the date I have confirmation text messages saying they will be here. They werent even able to find the ticket number I have in the text messages. They issued me a new ticket for 9 days from now.

On September 8th I contacted Frontier to setup 500mbs internet service at my apartment. The person I spoke to in the phone schedule for a tech to come out on Friday the 13th of September. She told me I would be able to do a self install in order to save me the installation charge. The tech would only need to do the required work on the outside of the apartment and not need to enter my apartment. I received the equipment (Modem, Coax line, Coax splitter, Network cable and instructions) on Friday evening. The next day I setup the equipment and did not seem to have service, but my current provider was still active. I placed a call to Frontier to find out what the issue was. They informed me that the service I selected would in fact require a tech to visit my apartment and perform an installation. I then proceeded to have them schedule service out on Sept. 21st with an install time frame between 10:00am-2:00pm EST. After waiting the full 4 hours and receiving no calls, I contacted their support number. When my call was picked up, they proceeded to struggle to find any information about my account and kept referring back to my previous service at another location. I provide the order number and when the operator returned she stated an incorrect address. Once the address was sorted, she reached out to the dispatch dept. and was informed that a tech can still come out, but that there were 10 other jobs in my area and they could not determine a time frame. I then proceeded to inform her to just cancel the install and that I wanted to cancel the service all together. She transferred me to the billing department, were I explained again my dissatisfaction of the service and I did not want to deal with it anymore. Upon hearing that I was canceling the service, they tried to talk me into rescheduling the service visit again and based on my availability and work requirements, this revisit would not have been able to be scheduled until October 5th, almost a month after I initially called. I again informed the operator that I just want to cancel the service, not be charged for it and to provide a means of returning the equipment. This is when he informed me that they would issue a $25 service credit due to the missed appointment and per their policy I would still be charged for the month of service (which I never received). This is in my opinion extortion. I waited 2 weeks to try and get service, they got information wrong, did not provide me the service and yet I still get charged.

I called in September 20th to cancel my services for Friday September 27th. The representative taking that request said no problem and took down our information. Our services were cancelled September 21 instead. I called Saturday September 21th at 7:40am EST the first representative being a lady said they would restore our services within one hour. Call back the request was not submitted and transferred me around to different departments. Finally got a Male representative saying they cannot restore our services without getting a new account EVEN THOUGH THIS WAS NOT MY FAULT! Order #

I had a bundle account with frontier internet and *** tv.I would pay for both accounts thru frontier online.Based on frontiers pricing and poor internet services I closed my frontier account and mailed the equipment after receiving the mailing label frontier sent to me.Frontier is claiming I owe them for equipment and for my *** account,I still have my *** account and do not owe any past dues and am current.The last time I contacted frontier they verified the balance of 239.71 was incorrect and only owed 9 dollars,and to wait for the bill correction in the mail.Just got off the phone and this problem is still not resolved,spoke with the collection dept for frontier.

I have no phone or internet over a month they have canceled coming to fix the problem 3 times

We have not had home phone or internet service since september 1st. We had an appointment dor 9-5-19 and no one showed. They then rescheduled via text for 9-20-19. I called and explained that we have parents with significant health issues and need to have acceas to a phone. They then scheduled aomeone to come on 9-7-19. He indormed us that the new pavement had crushed our phone line. He said he would send a team to run a new line. They were to come 9-11-19. They came unprepared and did not complete. All the while we had an appt for 9-20-19 standing. Between o-11 and 9-20 we have not been contacted nor repaired. I contacted frontier at 12:43 on 9-20-19 to check on the status and they informed me they would be here between 1-5. Again no one showed. I called at 5 to be on the phone for 1hr and 15 minutes in the one tiny little spot in my home that we get cell reception to be tokd the deoartment that they have known needed to come since 9-7-19 was closed and wouldn't be in again until 9-23-19. They couldn't tell us anything.

I was sold a 500/500mbps internet service from frontier FiOS. My first problem is speed testing (including that done by the frontier tech has never shown over 250mbps to which he told me that hes never seen anyone get close to 500).

My bigger problem and the reason for this complaint is the lack of reliability. Between my current and previous time as a subscriber at this address I have required a technician visit more than 6 times for the same problem. The internet connection drops for no reason whatsoever. Sometimes unplugging and resetting the outside box fixes sometimes it doesnt. In the last 3 days my internet has now dropped 5 times rendering many home services including security useless. The average wait for a technician visit is 2 weeks and has shown to provide zero long term benifet in the problem. I was told 2 days ago that a message was sent for a supervisor to contact me within 24 hours. It's now been 48 with no contact made.

The product, reliability, and customer service of this company are all rock bottom among their peers.

Cancelled service and they are charging for service after cancellation.