Frontier Communications

My cable/ internet service went completely out on 07/06/2019 and Frontier said they fastest they could come out to fix it was 7/18/19 12 days later which is unacceptable so I had the service terminated. The subsequently billed me for the entire month of July plus an additional 9.99 disconnection fee. As soon as the bill became 30 days past due which I never received a final bill they immediately sent it to a collection agency even though I have excellent credit and have never been in arrears once with them. I had communicated with them several times about disputing the charges in the meantime and they keep lying to me telling me that they were processing a charge dispute and someone would be in contact with me. I called back again today to see why no one had contacted me only to be told it was sent to collections over a month ago..I don't think we should have to pay for 30 days service when we only received 6 days of actual service and also being charged a disconnect fee when trhe service was basically already disconnected from faulty equipment and having to go 12 days with no internet service or television is unacceptable in the age that we live in.

I MOVED FRON IN TO IL IN JUNE, I RECEIVED A LETTER FROM FRONTIER ASKING FOR RETURN OF EQUIPENT,I HAD TO CALL 4 TIMES TO GET MY PRE-PAID SHIPPING LABEL, I MAILED THE EQUIPENT BACK IN AUGUST, THEY SENT ME A BILL FOR $401.25 SAYING I OWED FOR THE EQUIPMENT. THE EQUIPMENT WAS DELIVERED . NOW THEY HAVE TURNED ME INTO A DEBT COLLECTION COMPANY,I HAVE PAID ALL MY BILLS, I HAVE PROOF OF DELIVERY OF THE EQUIPMENT. THEY NEED TO STOP HARRASSING ME, I DO NOT OWE ANY MONEY FOR BILLS OR EQUIPMENT.

I attempted to have a landline phone and internet service installed twice with Frontier, first, on July 12, 2019, and second, in early August (I don't remember the exact date, but I think it was August 5.) Both times, no one showed up. I called to complain, and I think the person I spoke with did something remotely, which did not result in any service. Apparently, they started billing me for the service and installation, despite not having any installation nor service. The very next day, out of frustration, I called to cancel and reverse any charges, and instead of cancelling, they sent me a modem in the mail (which I never opened), which I returned. (I paid for the shipping myself.) Since then, I called many times stating I wanted this so-called "service and installation" to be cancelled and for the billing to be reversed, (I did not write down the first date) with a confirmation #71098449, again on 8/14/2019 [spoke with Skye], with a confirmation # of ***, again on 8/20/2019 [spoke with Christopher], with a confirmation # of ***, and on 9/13/2019 (after I received a bill for a second month of no service) with a confirmation # of *** [spoke with Cole]. I called again on 9/19/2019 because the prior call told me I should check back in a week, so I called again on 9/19/2019. The woman I spoke to on 9/19/2019 was incredibly rude and said it would take 30 - 60 days. I keep getting the runaround, and they are fraudulently continuing to bill me for no installation and no services. I do not want this to effect my credit, as I have never had any issues with late or unpaid bills, and if this continues much longer, I am worried that it will become a problem. Please help!

I was offered an upgraded internet connection and a discounted land line rate. My subsequent billings never acknowledged the new rates. Each month thereafter I had to call billing for adjustments. Each month following I was granted most reconciliations, however this last month I was told they would not agree to any more adjustments and they increased my service bill with an unheard of charge. I asked to speak with a supervisor and was put on hold. The supervisor never answered. I later called back to explain my dilemma, and was received by an agent who diligently responded and solved most problems. I will not really know if all is settled until I receive future bills. Frontier did not respond to my claims cordially or professionally. It took more than 4 hrs of phone time to resolve issue. Issue may still exist, although I am hoping it is resolved. I am a very disappointed customer, even if the issue is mostly resolved I have low esteem of Frontier Communications.

I asked for a service to be discontinued. They continued to bill me for it for 11 months. An error on their part as they said they did not fully disconnect. They first said they could only finish the billing part of the disconnect and not refund me and that decision was final and could not be readdressed.
I filed a complaint with the fcc complaiing that they disconnected the service 11 months prior but continued to bill for it
Frontier contacted me today. Saying the happy meet in the middle is they could refund me for 7 months. Even though the service was not available to me for the full 11 months.
I take responsiblity for thinking they would be difficult. When we signed up the agreement said we would get internet at 150 and when they installed and billed us they made it 25. It took a month of calling asking why the agreement said this but they installed something else. They fixed the internet speed and billed me at 4x the original rate in the agreement. They put in so many credits and debits that they still ended up charging me more than agreed. Save yourself headaches and bad experiences.

This company called me to sell me a new bundle package (internet, tv, phone). Our current contract had expired and we were going month to month. They sent out a technician to upgrade us to a "better" internet speed that we came to find out our area did not even support. The technician was unable/unwilling to do what was necessary to hook up the new line and left. I contacted Frontier customer service by phone the following day when all of our service were no longer working. No one could figure out the problem. We were told to wait another 12 days to have another technician out to our house. We were charged for the "install" that never happened. Because we use our phone line for business, and it was not operational, I spent another 2 days and 11+ hours on the phone with over 8 different IT and customer service representatives. The IT person was able to reinstate our internet and tv, but not the phone lines. When the 2nd technician came out to the house he worked at the outside box and had the phones working. Two days later they did not work again. Another 2 people and 1 1/2 hours on the phone ,and the answer I received was " your services were cancelled". I asked, "by whom" and they told me to call customer service back because they didn't know the answer. I have been lied to, hung up on, and billed for services not rendered. I then resorted to messaging them on Facebook. I was "assigned" a social media supervisor who emailed me and a week later has yet to make anything right. This almost month long situation is the worst experience I have ever had with a company. They are all lip service and just want our money. No one has taken responsibiity for their royal mess up. And I'm told I'm now locked into a 2 year contract for services I do not even have.

Had Frontier previously. When I moved to a new apartment, tried to get them again. Tech was unable to install as there were no active phone lines and fiberoptics belonged to ***. Tech filed cancellation of install. Returned router with packaging that was sent to me by Frontier. Signed up for internet service through ***. In April, received bill forwarded from old address from Frontier for 2 months service. Called, explained situation. Was told account would be closed and since tech notes were in file, would be cleared of charges. Received bill again next month. Called again, once again, told it would be looked into and corrected. Got bill, called again in May was told adjustment put in for and would be notified when approval was received. Heard nothing. Got bill, called again in June was told dispute would have to be filed and would take 30 days. Bills continued to arrive, but amount owed never changed. Called again today, since my blood pressure could take it....Needless to say, a little more than AGGRAVATED at this time! Person I spoke with today said dispute had been denied and that account was closed due to lack of payment. ALSO, there were NO Notes of previous calls.

These people are completely hopeless. I scheduled installation of 500/500 internet only to be stood up with no phone call or email on five separate occasions. Two months later I finally managed to get a technician to my home only to be told that no installation was necessary and that Frontier does not actually have the ability to pass through 500/500 due to the constraints of their equipment at the hub. Mind you this is despite that fact that they have flooded advertising in my area with adds claiming 500/500 at a rate of $39.99 per/month.

I have made two appointments for a tech to come to my house (within a four hour window) and both times the tech did not show up in the time frame. The second appointment was a rescheduling of the first. It is literally impossible to make an appointment for anything but a four hour window, even if they have previously missed appointments.

We have been trying since April 2019 to get Frontier to come out and fix the service at 5 of our locations! They set up appointments and do NOT show up! These phones are for alarms in our barns. If the alarm doesn't call because we don't have phone service there, we could end up with dead pigs. We have also been told that they are going to come bury the phone line at our office and have not done that either. So frustrating!!

On 7/9/19 I went to Frontier office in New Richmond to set up new service. Lisa, the rep in the office, assisted me in setting up account. She quoted $44.99 for monthly charge, 3 charges of $25 each for installation and a one-time charge of $9.99 for something. The first bill had $50 instead of $25. I tried calling to get explanation but was told I am not an authorized user on account, even though I was the only person in the office when setting it up (she put it in my husband's name). There was a death in my family, so I was away from home for a couple weeks and wasn't thinking about Frontier until the second bill arrived. Again, $50 instead of $25 and they added a $9 late fee. I totaled up what the two bills should have been and submitted payment for that amount. I then called Frontier and spoke with Denise on 8/16. She had no problem talking with me and I explained about double billing and death/funeral. She said she would remove double charge and the late fee. The next bill arrived and the $50 is still there. So, I called again on 9/10 and spoke with Ryan, who told me that I am not authorized user and unfortunately the code was duplicated so the billing has to run its course and cannot be removed or corrected prior the three months. I have again totaled up what the amount due should be and have made payment accordingly, so no money is due.
Frontier reps have been calling my phone the entire three months. At first, I asked what it was about and they said I was not authorized user but they wanted to talk to my husband. So, I told them to stop calling my number. They continued to call and would hang up when I answered. I called them back and told them again to stop contacting me. They told me they cannot remove my number from the account unless my husband calls and asks them to do so. They called again today asking for him, and I told them again to stop contacting me. I have also attempted to talk in person to rep, but the office is never open. There is a sign on notebook paper taped to door "Office is Closed".
In addition, the Internet service provided is spotty and does not work well.

my service has been crappy since I have been with this company well it got so bad that we couldnt use our internet at all because of the frequent disconnects which has been 765 from march till sept 19th of 2019. I have paid my bill monthly even with the service not working correctly well I contacted this company in whch I spoke with an agent named james and advised him of what was occurring with my service and since he was advised of the number of disconnects I had on my services he gave me 3 credits to my account one for $44.99 one for $77 and one foe $107 well when I went to check my new bill which I was informed by james again that I wouldnt have a bill due till sept21 2019 it showed that I was $180 past due which could not be possible with the credits provided by james well I contacte frontier and they now say they cant give me those credits this needs to be handled and their services need to be fixed and they need to quit ripping people off by charging them for services they arent receiving due to technical difficulties on their end.

I spent considerable time comparing prices of a phone/internet bundle. Multiple calls were made to Frontier, and Tracy in customer retention offered me internet plus phone at $60. My current internet bill with them was $50 and she told me my bill would increase by only $10. I decided to go with this bundle, based on that information.
Now I've received my bill and it's $72.54, considerably more than quoted and agreed upon. I called and asked for customer retention because I wanted to cancel the phone if this was indeed a correct bill. The man said "Ok I'll cancel your account and get you to customer retention", and he put me through to them. Customer retention told me there was nothing they could do, they could not cancel the phone and return my bill to $50. I asked to speak to a manager, because I didn't sign any contract or was ever told I couldn't go back. The manager told me my entire account was set to be deleted 10/8 because of that first rep. I didn't want my whole account deleted, just the phone service cancelled if it wasn't going to be $60/month. He told me they would try to cancel the account deletion tomorrow and get me back to $50 for the internet, tho he said it would be $53, which is also unacceptable.

Earlier this summer Frontier Communications contacted us to say that there was a problem with our auto billing, despite its having been used successfully for quite a few years. They requested that we call them to sort out the problem--which we did. That phone call resulted in their telling us that it was a problem at their end of the line and that we should not worry about it. Now, it turns out that they want us to cancel auto pay and reinstate it. I asked to speak with a supervisor because I want to know what the actual problem is without finding that it is only going to happen again and that I have to spend lots of time on the phone again to make this work. I was assured that: 1. if I had to call back, I should expect to have the same waiting process to speak with someone, and 2. that a supervisor, with whom I asked to speak to try to get an explanation of what actually happened, would call me back. It has now been a rather long wait and we have not heard back from the supervisor.t

Frontier has made 7 appointments to install my internet/phone starting back from originally 7/29/19 which I cancelled so I didn't count that one then (8/20, 8/23, 8/27, 8/30, 9/13, 9/17, 9/18), they did not show up 6 times, one time they did however they could not finish the job. Today I was told there is a wiring issue, and they never intended to come any of those days. They said they may be able to come 10/1/19. I verified with them the install before I moved in, I work in health care and need to be available by phone, I now have no home phone, no internet and no wiifi. I've set up 7 times to have an adult there and they no show. I called to file a complain and got told to do it online and hung up on. This is very unprofessional, and since they own the market here everyone is stuck with a problem.

No Repair for 2 weeks not I can't get a refund for 90 days. WHY?

Let me tell you what has happened.

1) My Internet monthly fee increases from $40 to $50 for the coming month. So I am curious what has happened and so contacted the frontier communication customer service. Notice the service is for the internet speed of 100Mb/100Mb (upload/download)

2) In the phone, the agent told me that because my two-year promotion contract is finished. That's why the price increases. I am fine with that. I further asked him if I downgrade the speed of the internet, what the price will be. The agent told me, for 75Mb/75Mb, the price is 40/month, and for 50Mb/50Mb the price is $30/month. I asked the agent to downgrade my service to 50Mb/50Mb. Before hang up the phone, I further checked with him if the price is $30/month, he said yes.

3) In a few minutes, I received an email saying that my bill is changed to be $30 per month. So far everything looks good, and I am happy. (I still have this email, and can show you)

4) About 1.5 hour later, I received another email from frontier communication, showing that the price per month is $54.99/month, for the service of 50Mb/50Mb. I am completely confused. I am going to be charged more, but am given worse service. Yes, they charge me $4.99 more per month, but the internet speed downgrade from 100Mb/100Mb to 50Mb/50Mb. This is ridiculous.

5) I called back to Frontier Communication immediately. The agent said some nonsense. And that they cannot revert me back to my old plan (100Mb/100Mb for$50/month), or give me 50Mb/50Mb at $30/month. This is ridiculous, and I am quite unhappy about what has happened.

They charge you to pay your monthly bills. And there systems are always down when you call . Day 3 still cant talk with someone who can tell me what is going on with my account.

For the last 2-3 months we have been fighting to get a tech out to our house because after 7:30 pm our internet doesn’t work. You’re on hold for 2 or more hours to talk to someone. They do the same thing over and over to where we can actually do the steps for them. It gets “fixed” for about 30 minutes and goes out again. I have take 3 days of vacation from work costing me almost $500 in vacation time let alone the countless hours on the phone for techs to not show up when they are supposed to. When you call about it the tech says they fixed the problem. That’s funny, I was at home all day long and never saw a sole. It’s super frustrating and a $75 credit for not fixing something means nothing to me. Poor customer service. Poor tech support. I’m over it.

I began services mid July 2019. The installation was poorly done and the lines were too low. By the following week, the internet went out and it took a week for them to fix the issue. Then August 9th the line and box were ripped off my home by a high profile truck because the line was too low. It took 4 days to get this serviced. When they returned to install the line 8/13, they put the line in too low again and we're told that this would again be ripped off the house. By the 15th of August, the line was again ripped off my home and again stopped tv services. I called Frontier to disconnect all services indefinitely and explain my reasons behind this request. The representative informed me that he cancelled my services and advised I needed to also file a claim with the corporate office for any damage done to my home. On September 16th, I receive a bill for $221 and a note stating the bill was past due. I called customer service to ask why I was being billed. The representative indicated that the services were never disconnected. She explained that the notes stated that the call I made on the 15th of August was somehow dropped and the representative did not complete the process of disconnection. This was not true and I believe it's a tactic to continue billing people after services are terminated. When I requested to speak with a supervisor the representative indicated that I could not do so and that they could not do anything to disconnect my service in any case . I asked for the corporate number and she refused to provide it to me . On the 17th of September, I called another customer service number listed for Frontier for persons with disabilities. I indicated I needed the number to the corporate office. The representative said he did not have that information available. I then proceeded to call a third number for Frontier customer service . This person indicated that this was not the corporate number nor did he have a phone number to call for corporate. However, He gave me two email addresses to send information to . In total I had active service maybe 15 days and I paid for a full month in advance.