Frontier Communications

I ordered a cancellation of my service for the 21st of September 2019 and they disconnected the service on 16 September 2019. When I called the company thinking there was an outage one of the customer service reps was going to send my to Fios support team, but then he noticed an early disconnect date for my account. Then he explained to me the disconnect was suppose to take place on 22 September 2019 but the performed the disconnect early, and transferred me to the customer service division that could restore my service. The rep from this division said to me "yes this was their mistake" however, there is nothing the can do about the service. I would have to sign up for another month and be billed for another month even though I only needed the service for the remainder of the week. When I asked for compensation for their mistake by prorating the bill because I was paid up to 21 September 2019 (which is the end of the billing cycle) she told me they would not do that because I disconnected the service and there was monies still due. I explained to her I have already sent the money in for the last bill.

I have been a Frontier Communications customer since 1999. I am not proud to say this but where I live there is not another option for phone service and our cellphones do not work inside our house due to steel siding and a steel roof. Our phone line has always had static in it and is harder to hear when the ground is wet than other times. The line has never been crystal clear or of great quality and we have spent so much time on the phone with customer service and had so many technicians to our house over the years but this issue had never been completely resolved. I cannot even begin to put a price tag on the amount of time we have spent without sevice or poor service or the amount of time we have spent trying to get help.

The last issue you I had (previous to the current issue) found me requesting for Frontier to cancel my phone line (because it has never worked properly) but keep my internet services. I have several neighbors who have Frontier internet without a landline so I know this can be done. After arguing back and forth between multiple customer service personnel at Frontier for 2 hours I agreed to disagree and they sent a technician out to my house. The technician informed me that I was given incorrect information. I could disconnect my phoneline and still keep my internet services. Unfortunately, there is nobody at Frontier customer service who can accomplish this so I continue to pay for a phoneline that has bad service.

This brings me to my current and most recent problem I am having with Frontier. We have been without internet service at our house since 9/4/19. I placed a call last Monday or Tuesday (9/9/19 or 9/10/19). For the first hour of the call the customer service person kept telling me the reason for my internet not working was because too many people were trying to use it at the same time. I told the tech that I was not buying the story. If that was the case our internet would be running slow not completely not working. After he we went back and forth and he put me on hold serveral times he came back and told me "I am having a new modem shipped to your house, you should receive it in 3-5 business days", to which I replied "Do you think that a new modem will correct my problem?" He said "yes ma'am, this will resolve your issue", to which I replied "That is funny because 1/2 hour ago you were sure my problem was the fact that too many people in my neighborhood were using the internet at the same time." He once again reassured my that the new modem would correct my problem. Well, the new modem has arrived and been installed and we still do not have internet.

I have now been communication with Frontier for another two hours in which I am being told the soonest they can have a technician come out to my house to look at our internet is 9/30/19- that is a full month without internet. My kids need the internet to submit their schoolwork, my husband needs the internet for his job. This is so unacceptable.

I am not one to complain but after wasting so much time and money over the past 20 years I have had enough. (Another kicker in the whole situation is each time you call to make a complaint and talk to technicians it takes an average of 1-2 hours to get any resolve. After that call you need to call back and spend another two hours within another department to try to get any kind of a refund for the services you have gone without. Who has all this extra time in their day to beg for services you are paying for?

I signed up for Frontier Internet and was offered 1 year *** membership & $100 *** prepaid gift card. But, when I contacted customer service, they are making excuses to not offer the committed promotions. Here are some of the excuses they make, which are either FALSE and were not conveyed while signing up for the service.

1. This offer is only for 2 year contract - FALSE, at the time of signing-up, there was no mention of 2 year contract.
2. This offer was redeemed on vendor website frontier.com - How is the consumer supposed to know, if frontier.com is offered by Frontier or vendor. Doesn't make any sense as denial for promotion.
3. You did not go directly to frontier.com, instead searched on Google for frontier and then came to frontier.com - Again, completely made-up excuse. How is someone signing-up for NEW SERVICE supposed to know actual website address for a company without searching internet for it. Not all companies find website/domain name same as their company name.

I was on the phone with frontier 3 hours and 21 minutes. I have proof of phone bill and screenshot showing time , length of call. I was transferred six times to other people or back in the hold Q. My issue is this I called to cancel my services on Aug 5,2019 because Frontier could not get me more that 6 Mbps in my area. This is the ONLY reason I cancelled. so starting at the beginning. I had already paid the month of Aug. They would not credit anything even though I only used 5 days out of the month. Ok, what ever just cancel, they then indicated that there is a $9.99 cancellation fee. Not happy but ok. I get the Bill and the bill has the $9.99 cancellation fee as well as a $34.67 CHARGE, that stated WV Settlement Credit.. No one could tell me what this was. They told me its a WV tax that is owed when a person cancels service. then they told me that is was something old that was owed on the bill. First of all I have this service for 4 years, nothing was owed on this account/ Collection dept stated this was a charge and they knew nothing about it, and Why would the state of WV care when I cancel my service with a Privately owned company like Frontier, and again only reason is because they could not offer Higher Mpbs in my area. I went with Infinity after this. Still No resolution on this issued. This mysterious charge that no one knows what it is. How many other people have just paid this so not to ruin there Credit. Going to Revdex.com also with this complain. I have emailed Office of the President with Frontier also no call back no nothing, not a phone call....

I requested services to be installed August 8th 2019. After about 2 weeks I called to cancel my services order cancel #***. The representative that I spoke to told me I would receive some boxes to send the equipment back. I was not told I was going to be charge any termination fees or a month in advanced. I never received a first bill and a couple of days again I received a bill with a precious balance of $222.46 and a new balance of $9.99. I called frontier and the lady inspired to told me that frontier charges a month in advanced it doesn't matter if I only use the services for 2 weeks. I need this taking care of. I would not pay for services that I barely used. Not to mention that the technician broke the intercom line for my apartment and my landlord billed me for the repairs.

Frontier provides landline telephone service. Within the last 6 months the phone service has been out multiple times, sometimes for extended periods up to almost one month. This created at the least a very inconvenient situation for us and at most a dangerous situation as no 911 service was available. Frontier's "solution" was to issue a $10.58 credit which is nowhere close to covering the lost service time.

FEDERAL GRANTS GIVEN TO COMPANY TO UPGRADE INTERNET SERVICE TO OUT AREA. MONEY SEPT INAPPROPRIATELY. UPDATES DID NOT HAPPEN. FRONTIER COMMUNICATION SOLD FIBER CONNECTIONS (HIGH SPEED) THEY HAVE DELIVERED COPPER WHICH IS VERY SLOW. THEY OVERSOLD MY AREA AND HAVE CAPPED MEANING THEY WILL NOT BE UPDATING MY AREA. THEY HAVE SLOWED OUR SPEEDS TO A DRIP... THEY WILL NOT FIX THIS ISSUES.

CALLED TO GET HELP TECH COMES OUT NOTHING HE CAN DO WITH LACK OF SUPPORTING HARDWEAR
GIVES SUPERVISORS NUMBER
SUPERVISOR SAYS HE CAN'T DO ANYTHING THIS IS ENGINEERING CUSTOMER CAN NOT CALL ENGINEERING
CALL OFFICE OF THE RESIDENT THERE ARE NO REPRESENTATIVES TO ANSWER CALLS
THIS IS A TYPICAL BAIT AND SWITCH AND THEY TOOK FEDERAL GRANT MONEY. NOT THEY ARE SELLING OFF PARTS OF FRONTIER AND MY CONNECTIVITY ISSUES ARE EVEN LESS IMPORTANT NO ONE IS HELD ACCOUNTABLE.

I have had spotty internet service for over a month. I have contacted their technical department to resolve the issue. They sent me a new modem and that appeared to have resoled the problem. Than, early last week, the problem continued. I called again and they schedule a technician for Friday, Sept.13 between 8 and noon. No one showed up. I called and they comfirmed that someone was on the way. An hour later, I received a text message indicating that they had to reschedule for Sept. 23. After several calls, I got the appoint rescheduled for Monday, Sept. 16 between 8 and noon. This is after demanding to speak to a supervisor. I explained that I had taken a day off of work, and was frustrated that I lost a day of pay. I also indicated my apprehension about their ability to actually arrive, and also losing another day of pay. It is now after noon, and no technician and no notification.

I saw advertisements that said phone , tv and internet for a great price and it had a number and I called and spoke with the salesperson and she told me the features and quote me the price. I agreed and the installation date was setup for the 14th of May,During the time she stated that after 90 days of paying bill on time I would qualify for a 200 hundred dollar gift card. Well when the 90 days were up I received a letter in the mail on the 30th of August , with instructions to fill out so that I could receive my gift card but is wasn't issued for 200 hundred as promised and the sales women said but for 100 hundred dollars.I then telephoned the company as was given a number as was told that someone would call me back in 24 to 48 hours. No one reached out to me in any form of communication so I telephoned again on the 2 of September and I was told at that time that they had to locate the sales slip and that I should wait to apply for the initial 100 dollar gift card that I was sent. I waited and today he 16th I telephoned again and was informed that no information was put on my account I gave the lady the file number she put me a hold and then returned and said that they said that they were going to research the sales slip but it was never put in and they are just giving me the run around.

Re: 2015

On July 19th, 2019, I called to disconnect my internet service and pay my outstanding bill. On that day, I took care of both. My telephone service was turned back on and my internet was supposed to have been disconnected, as I was trying out a new internet company. A month later, August 21st, 2019, I received another bill for approximately $144.00, and I called to inquire why it was so high. I was told they never disconnected my internet service so I filed a dispute# I-*** so my bill can be reduced to the amount quoted via telephone in July and was told I would receive a returned telephone call from corporate but no one call me back. Subsequently, on that same day, my landline was disconnected along with the internet so I called back on to complain about that but there was nothing I could do. Today, September 16th, 2019, I find out that my dispute was denied as there company feels I still responsible to pay for services I never used. I'm only in agreement to pay for the telephone services and NOT the internet service that I did not use from July 19th until now. I was yelled at my the representative and disrespectfully spoken to and told that I would not be able to speak with a supervisor upon my request.
My telephone line is connected to my security system and if my phone is disconnected, my security system can not adequately protect my family and if anything happens to my family or my credit regarding this matter, I WILL NOT HESITATE TO SUE!!!

This is regarding account number ***-5

I signed up for Frontier Internet Service on 8/27/2019. It was supposed to be hooked up on 8/30/2019. I didn't even receive the modem in the mail until 9/7/2019, a full week after they started billing me!

I have been billed for this service since 8/30/2019, however, the service is not active. The port isn't active at my home apparently.

In total, I have spent over 26 hours on the phone with Frontier Customer service trying to get this matter resolved. It is still not fixed.

Additionally, when I signed up for the service, I was supposed to get the California Lifeline rate for low income Medi-Cal recipients for $13.99 a month. Instead, I was charged installation fees (which they're not supposed to charge per the program) and a rate of $27.99 per month.

After being charged for a service I don't have and which doesn't work for over two weeks, I called Frontier and asked to cancel. I was told I would be "taken to collections" for violating my contract.

I don't understand how they feel it's my fault their service doesn't work, they never activated it for my home, they're charging me the wrong amount and they wouldn't send anyone to fix it.

There is no reasonable person that would stay with a company who did all of this and kept them on the phone over the course of a week for almost 30 hours. I don't know how this company stays in business, but they won't get mine.

I have mailed their useless modem equipment back to them.

My Internet bill was raised $10 dollars a month with out mine or my wife’s consent. When I called Frontier about the issue they informed me that they did an audit and because we were paying less than the average and had an older plan they adjusted our payment to be more “equitable” for everyone. The internet service they provide my home is not reliable as it is and I have had several different modems to try and fix the problem to no avail. If there was any other service available to me in this area I would already have switched.

Oh my word. Internet has not been working for months and when you call customer service for “internet technical support” you literally get hung up on! Like it puts you on hold for internet technical sultans then click, dial tone.

My contract was up and I called to see what promos I can take advantage of. The rep was nice and went over options. My original plan was 79.99 plus tax. She said she can give me similar package for 95 a month...she then said if you can pay 10 more dollars a month she can give us a better package. I told her I'm on social security and fixed income and that's the most I can pay is 115 a month + tax. She assured me no surprises. I received the bill and it's over 220 dollars. When I reached out to a gentle he said he sees all the notes and I am correct the rep put in notes of 115 a month. He said someone internally changed the bill to 160 + tax and that's why it was more then expected. He said he can't help me and that he can create a dispute but it will take a Month! Before I hear back. I can't pay that bill of 220 I need to buy groceries. They knowledge it's their mistake and even see notes of what was promised please help

Our internet went down today. After calling frontier and speaking first with a gentleman by the name of Brad G (we were on hold for over two hours) he told us there was nothing he could do on helping us get a technician out to help us get back online. After asking for his manager by the name of Hugo G he also said all he could do is expedite the ticket and see if someone can come early but no promises and they would be over a week to get someone here. When I asked if I was gonna have to pay for the time that I’m not getting service they said they weren’t sure if they can take off the bill after I told them it’s not fair for us to pay for a service we are not being provided to them. All I wanted is for someone to come here tomorrow which they insisted that we would have to wait over a week for service.

I am going on a year long battle with Frontier over their FIOS communication system at my home. They have sent technicians to my home about 10 times and replaced my router 5 times. They asked me to increase my service to 200 over 200 speeds because it would supposedly take care of the issue and it did not. A half dozen times they would come out and fix the issue, but a month later there system would drop or go out of wack again. I called today because I have absolutely no wifi upstairs in my bedroom and my wifi is less then 10 over 10. They had do some troubleshooting and they still could not fix the wifi issues, so they are just telling me now that they are no longer going to help me with the wifi issues in the house and they are only going to guarantee that I have 200 over 200 at the router. I reminded them that when I first made the call the tech told me that I had errors and did not have no where near that. I told them I still had to continually be calling them because of issues getting 200 over 200 at the router besides the wifi issues. They told me they could not do anything else. I believe the conversation is recorded.

at time of renewal I called customer service and spoke to a representative about the monthly billing amount. when we spoke to the representative we had gotten a quote for 80.dlls for 500 over 500 mpbs and we would loose some channels. When we called back to get on the contract for 80dlls another respresentative said that is not correct and said we would have to pay 75dlls for a new install and pay 116 dlls a month for 300over 300 mbps. then we decided to wait and called again and another representative gave us another quote of 140. We have been going back and forth with the company for months. We have been loyal customers for years.

My husband and I are in 85. we have had our phone number since 1985. on 9-13-19 Frontier disconnected out phone without reason . we have never missed payment. my husband is ill and needs a working phone. cell reception at our home is not good.

frontier communications has been billing my mother since June of 2019 saying she has been using her phone. I have called them several times to report this is untrue and it is not a real account. We shut her phone off in 2009 for when she suffered a stroke and has been in the nursing home ever since, the nursing home supplies the phone and internet. They are very hard and not very helpfull in dealing with this issue. They said she owed at one time $90.12 now its 16.02 they must of changed it from last call.

My name is *** I'm an 80 year old woman my grandson *** he had set me up with Frontier service for internet and phone when we had contacted Frontier to set up the service we were told that our first bill would only be $100 and then monthly service after that would be 60 plus tax they gave us a bill stating that the bills $213 inside that includes install fees Tech fees carryover fees which that is $133 with the $100 and told us that we must pay $213 to keep the service active but in the email that I have received States first month Bill $100 second month bill from there out would be $60 plus tax and they're telling us that we must pay the $213 to keep the service active they had stated that the install fee carryover fee Tech fee would all be wavered but that won't be waited until the second bill I feel I should not have to pay $213 to have additional credit put on my bill that I can't afford 213 and we made that clear to them so we were told to contact the Revdex.com the FCC so this is what I'm doing