Frontier Communications

I placed a Frontier order to be installed on 6/26 for an install date of 7/2/20. I received 2 pre notification reminders, one on Wednesday 7/1 and another on Thursday morning 7/2, reminding me that Frontier will be at my location between 1-5pm. I then receive a text notification stating that the technician has been dispatched to my location on 7/2 at 12:48pm, I then receive a notice at 1:19 pm stating they were working on my service and should be done soon.( no one was at my residence). I then receive a voice mail at 5pm stating that I needed to reschedule my service. After calling, Frontier advised I needed to wait 24 hours to reschedule, I then escalated the call as I cannot work from home without internet service. I spoke with Michael. Michael advised me he would give me a 25$ credit along with setting up a technician manually to come out on Friday 7/3 between 1-5pm, and that he would need to reserve an install date for 7/8 in order to manually get a technician sent out on Friday. He was unable to complete this process while I was on the phone so I waited for a call back. He then called back at 10:35pm est to advised everything was set up for the following day. I never received a call from a technician to which I call Frontier, speak with customer service, she said I needed tech support, he then stated I needed customer service and transferred me back. This associate was nice and offered to check for technicians in the area to which our lines disconnected and he failed to call me back. I finally called again, requested to speak with a supervisor/complaint specialist (Paul), and he stated that there was nothing that can be done as the dispatch is closed and the earliest Someone could arrive is 7/8. This is unacceptable as working from home in management for a 24/7 company, I will now be out of work for 6-7 days due to the ridiculous lack of communication, horrible channel switching, along with the lies and deceit from this company. I requested to escalate the call further than Paul to which he replied, Monday would be the earliest he could have someone contact me which is no issue. Due to the issues I have currently faced, I asked for an email confirmation of our discussion and he stated that he was unable to send me anything. As a member of management speaking with a customer, you are more than capable of providing me with the transcripts I’ve requested.

Charging me for a WiFi Router that I don't need and am not in possession of. Started charging me for a security bundle that I have never used and did not order. Weren't going to credit me for it. They advertise a certain rate and then nickle and dime you for more. Not ethical

In June 2019 Frontier installed a FIOS internet box and a router. I was immediately having intermittent loss of connection and slow speeds, from 5-15 times of intermittent internet downage per day. I have paid for 200 Mbps speed for the whole year, but had not ever speed tested over 30 Mbps the whole time. I had made multiple phone calls to tech support to address the frequent outages as well as slow speeds, for more than one of the phone calls I was told that a nearby cable box was known to be in need of service and it should resolve in a week or two, they did not dispatch a technician to my residence until my phone call in June 2020 regarding unable to connect to phone apps while on WiFi. I also once again mentioned the speeds and frequent disconnects. The over-the-phone tech support reset my internet settings and the 5 GHz WiFi option appeared for me for the first time after that, I asked if that had been functional the whole time, and he said no, unfortunately it doesn't appear so. I asked if it had been on a setting that switches from 2.4 GHz to 5 GHz and only appeared as one network and he said no, it does look as if you have only had access to 2.4GHz and that may explain the slow speed. He told me over the phone that it appeared the other tech support staff did not make good notes about previous conversations regarding the issue. He set up to dispatch a technician who arrived couple days later. He checked the FIOS internet box in the garage and said the initial install does not look like it was done well, the wiring harness was not installed correctly and was likely limiting me to be under 100 Mbps. I confirmed with him what I was hearing, I have not had access to my 5 GHz internet, and I have been kept under 100 Mbps because of a bad install for over a year? And he said that is how it appears. He said to try to call customer support in a day once his report is in to give that info to see what they could do. I called and gave them my ticket number. Customer support asked if there were any full 24 hour periods which my internet was down. There were only two full days that it was down for over 24 hours that I knew of, and he said that will be the only amount he would be able to reimburse me for, and not for any other amount for the year, as it doesn't look like there are clear enough notations of the issues for the system to process any form of a reimbursement. My interest is to be reimbursed for having to pay for services that I have not had available for over a year.

Problem - Recurring loss of internet/VOIP/TV services. We have called Frontier to report (2) service outages this week. The first outage was on Wednesday, July 1, and could not reach Frontier customer service after over 1+ hours on hold. Our service was restored on Thursday, July 2, and worked until about 1800 on July 3.
-
We contacted Frontier customer service on July 3 and spoke to at least (5) different people attempting to restore service, before it was determined by Frontier that they need to do in-home service, however they cannot schedule service for (4) days. The stated reason for the delay was that Frontier's service techs are all off for the weekend. I find this hard to believe and completely unacceptable if true. No public utility should be unavailable to support customers on weekends or holidays.
-
The last (3) people I spoke to I asked for the name and contact information for the head of corporate customer service for Frontier so that I could register a complaint with them directly. The 1st person was a tech support rep who transferred me to customer support. The customer service rep dodged my question and continued to tell me that she had no control over service appointments. When I reiterated to her for probably the 3rd or 4th time that scheduling was not my concern and that I was only requesting corporate contact info, she then stated she was not able to answer my question and sent me to her supervisor.
-
The supervisor told me that he WAS NOT ALLOWED TO PROVIDE the corporate contact information, then restated that he DID NOT HAVE the corporate contact information. Again, it is not believable that a customer service representative would not have, or be able to provide, contact information for the head of his department, and I also believe that his conflicting replies to my question were attempts to avoid answering.
-
Overall, the inability to provide weekend service and the inability to provide publicly available corporate information to escalate a complaint are both unacceptable as a customer being negatively affected by Frontier's lack of service.

This company is the worst co. I have ever dealt with. They should be rated 0 stars. They need to be investigated and shut down. I have been trying to shut down my service for the past 2 1/2 months. They have been giving me a hard time. When I spoke to their agent and was told that it would be settled, they continued my services. Now I had to pay full amount instead of backdating it. A slap in the face after needing to speak to a supervisor to tell me that she would credit my acct 25.00. They charge you 9.99 to shut down the service and charge you for full cycle of bill regardless when you shut off. Only reason a kept their service is that it was the only one available in area. Their internet is slow and not worth the #. Stay away from frontier. I wish I would have seen all the low ratings before getting into this service. I will do my homework next co I work with.

I would rate their service as 0/5 stars if I could. I have been with frontier for four years and it has been *** terrible the entire time. They continuously bill me for 21mbps and when they can only deliver 3mbps. They are a fraudulent company and will overcharge you every month. If you try to contact them, the customer service reps will pass you around to different departments until you get frustrated and hang up. I spent 5 hours on the phone with them over 2 days, and still nothing was resolved. They even sent out a tech and that person managed to show up on the wrong day and service did not improve at all.

In April of 2020 I started having trouble with my internet again. This was one of many times but usually I can get it to work again after messing with it. I use my internet for entertainment as well as keep in touch with family through video chat after having major brain surgery. I was told I was not getting enough mbps for what I was doing(even though it had been fine for months using same services) and I would have to upgrade my services. Because of issues and how long it was ongoing for the Custer service rep Lauren I spoke with gave me A credit of 63.03 leaving me with a zero balance. I was told that they could send someone out to upgrade service for up to 12 mbps for $7 a month. I said great and we scheduled it. A couple days later I had a tech come out and do the upgrade in which time after they did the work I was informed that there was a service charge for the guy to come out as well as my areas top speed is 3 mbps and was 20 more a month. I was very angered and questioned why I was not told I was being charged for person to come out and I was quoted much less for more service. I have the ref# and who I spoke with and the person was rude would not look into it and said that they can not give their services away for free. I asked to speak with a manager and they said I would be told same thing. I again said I want a manager and was placed on hold for several mins before being told that they could not speak to me due to the current times we are in with COVID. I ended phone call and called different company to get services. Here we are today and after many calls I still cannot return equipment as they have cancelled my account so my passcode does not work so they can not tell me what address I need to take their equipment to. On June 1 I was told them would send me code in mail to verify my identity just so they can give me address.

For over two years my phone service became unusable every time it rained. When it dried out I could use it again. Until it dried out I did not have phone service. I contacted Frontier many times about this problem but not every time because I soon learned that it was a futile waste of my time spent on hold for many hours. They would eventually send someone out to check it while it was working. The last time it happened the phone was unusable for over 2 weeks from approximately May 13th- June 3rd). I sent them two letters about this (the first was dated May 18th) which they apparently just threw away. On June 3rd a technician finally may have been able to fix the problem and told me to contact the billing dept to receive credit for the time it was unusable. The billing rep I spoke with promised me that I would receive a full month of credit due to the years of poor service I have endured. Of course that did not happen and when I contacted Frontier this morning, they informed me that their records did not reflect all the outages I claimed. That is because they keep incredibly poor records and one department does not communicate with the others. Plus I believe they have coached their reps to lie just to get rid of problem customers.

Around 5/14/20 I called my internet/TV/Phone provided about poor WiFi performance. I was advised I needed a new router (my current router was +10yrs old and had *** on it) as well as should up my WiFi speed. I was advised 75 was currently as high as I could get for now due to COVID and the fact that a technician would need to be sent for 100 or more. I was advised that the router would not cost anything and the only cost to the speed upgrade would be $10 per month. They specifically stated there would be no need for a technician and therefore no installation fee. They said it would be implemented overnight. Within a day or so I had knock on the door, which was a Frontier technician. His first words were that he "didn't know why I'm here, there's nothing for me to do". I will also point out that in the middle of covid, he stayed in my doorway to talk to me without a mask. The next day I received an email from Frontier with an estimated bill amount that was considerably higher and included a $75 installation fee. I called customer service and was advised I should not have been charged that fee, but they couldn't take it off until my official bill cycle happened with all the changes, which didn't end up happening until EOM June. The agent advised he would make all the notes indicate I should not be charged this amount. The June bill come out and was $135 more than normal, which included the $75 installation fee. I called in on 7/2/20 and spoke with 5+ folks, finally ending with Lauren in the retention department. They offered me $23 credit, while I am going to be out at least $200 over the next 4 months. I have been deceived by the initial call about poor service to sign up for something that is be costing me more than $10 month. I spent over 3 hrs today on the phone, included being transferred to Collections by supervisor Priscilla, who said she was transferring me to her manager - instead, she transferred me to Collections despite me owing $0. I should also mention that the router they sent was erroneously sent by Frontier to a 95019 zip instead of my 75019 (they used correct street address). This was not something I ordered or submitted, it was definitely there error. When I called about that, they advised I had to correct the problem, so I had to sign up for login credentials with either FedEx or UPS (can't remember which) and fix the problem myself.

I wanted to switch my internet provider to Frontier because of the recent offer of 500Mb for $39.99. I ordered it and within a few days an installer came to install my service. The installer took several hours to install the service and once he was done, I signed the paperwork and he walked out of the door. It occurred to me that I had not tested the strength of the wifi prior to him leaving, so I stopped him before he pulled off. We went to the furthest part of my home, and noticed that the wifi barely worked at all. The installer spent almost another hour trying to get the wifi to work up to minimum standards by swapping out equipment and trying to change different settings. He was unsuccessful in getting it to work and could not explain why. I told him I would be cancelling my service immediately and he agreed that I should because he could not get it to work. I called to cancel the very next day, and supposedly it was cancelled. I returned the equipment a day or two later. A few weeks later I received a bill for the service, and after calling to figure out why, I was told the service was never cancelled. The CSR placed another order for cancellation and provide a credit to the account so that I would not have to do anything further. The very next month I received another bill, and had to do the same thing again, and then again the very next month. The final call the CSR said it was definitely cancelled. Now I'm getting collection calls for not paying the $99 installation fee. I told them when they initially asked me about paying the fee that I should not be liable for an installation fee for a service that did not work from the very first day. It was an inconvenience to me to wait several hours for the installation, and for it not to work. The last CSR I spoke with agree with me and said she provided a credit to avoid the collection issue. But now I am getting calls to collect this $99 that I should not be liable for anyway. I explained the issue with the collection agency and told them Frontier had already credited my account for the fee. When the checked with Frontier, they told them I was still liable for the fee. I believe I have 2 cancellation codes, *** date unknown, and *** on 4 May 2020.

The Internet service was horrible and was not worth the money. The company charged you more with no reason. Also, it raised the price every now and then and you could do nothing about it. After not using the service anymore, they still charged me for the month when I already switched to another company. Overall, the company does not care about its customers and it has a bad reputation as well as bad services for the entire time.

Was told I would have no charge because only had service for 4 days and it was not adequate and undependable. However I received a bill for $70 and refused to pay it. Then it was placed on my credit report where I paid it to have it removed and they have not removed it almost a month later.

I have had Frontier for internet for the last 4+ years during which time I have had many issues with my internet service requiring a tech to come out. This happens every so many months and is always the same issue the internet connection cuts out randomly over and over. I called in nearly a month ago as the problem happened once again. I was told at that time it was my modem even though I told the CSR that I had already ruled out the modem by hooking a different modem and experiencing the same issue. The CSR insisted on sending me a new modem. I waited a week for the new modem and it has been installed and configured. The problem still existed after so I called in again and the CSR said it was modem configuration again so he did something and told me to wait a few days. I waited same issue so I called in again and was informed that there was just an outage in my area that had been corrected so they can't send a tech even though I am still experiencing issues. The CSR said wait another 3 days. I waited and called back in and the phone service went down for Frontier so I was unable to get a tech scheduled as the call was disconnected. Frontier never called me back. I tried to call back and the Frontier phones were down. I called in again today 07/02 and went through another 40 mins of time on the phone only to be told they would not send a tech until 07/06! I have had internet issues for over a month and repeatedly over my time with Frontier. I feel like they could care less about me as a customer! I have not even been offered any credits for all the down time. I can't watch movies or do anything without great stress as the connection constantly cuts out! I am sure this is not what was envisioned by *** and *** as how to service their customers.

I just send up with Frontier business phone and internet service with a sale rep this year Feb. The sale rep was promoting their special rate for me to switch from *** internet service them. The only tell me I will get my monthly amount of $135.96 + Tax only. I call them on since I got my first bill for $295.62. They told me this price was including the first installation charges. It will be only show in two bills. But now I am still getting $246.85. Not they are telling their are many fees I need to pay not only the tax.
I am not aware of those fees when I switch. It cause $100 more then what I am paying before. Why would I switch it in the first place.

We have repeatedly had to contact Frontier about adding charges that we are not responsible for the last 2 months, endless time on the phone, making adjustments, giving us misinformation about future router charges. Everytime I write down amount and associates name and never is it documented correctly with customer service. We need another option in our area, they are criminals. Now they claim taxes increased and charging miscellaneous fees.

I ended my service on March 25, 2020. I was billed through April 16, 2020 and even charged some more "communication fees" for the month of May! I do NOT owe anything after March 25, 2020. Additionally, I have been online with support frequently and they told me "this will be adjusted on your last bill". The last bill came and went and nothing has been resolved or corrected. I have since received (end of June) a bill from a collection agency saying I owe all this money and I DO NOT. Frontier is charging me for services NOT RENDERED (not to mention destroying my credit) and this cannot be legal.

Frontier Communications has failed to provide service from 6/25/20 to date with no available repair until 7/16/20. In a rural setting they are the only ISP available.

This company add collections to my credit report after 3 years of canceling when they could not provide me a service. I have called and disputed several times and was ready to get an attorney involved. Two different employees told me I could pay for delete to have it removed and I decided this would be the easiest route, so I paid and they were transfering me to their manager to have it removed. Once I spoke to a manager he told me they dont do pay for deletion after two different employees told me they would.

Frontier has Non working Equipment in my home. They charge me $72.44 a month and for the past 6 weeks have had nothing but problems, finally called the tech and argued for hours on phone with many people and set up an appointment to be here between 1-5 Monday so we took off working tech arrived at 9:22PM and did not leave till after 10;15 at night. Still having issues internet on and off still since Monday night. No resolution no help and very upset!

The *** has been without Internet for three days now as we tried to replace our incredibly old Frontier modem. We have contacted the company four times and have gotten no where between promised technicians and dates where someone would come out to help us. Today, I sat on the phone for almost two hours in near silence as an employee asked me the same three questions over and over again. I am constantly asked the same things over and over again with absolutely no progress and no one seems to know what is wrong or can help. I am transferred endlessly and the company refuses to connect me with a manager whenever I request it. We cannot function without Internet as a department and it has crippled our communications. Frontier has shown that they do not care about the safety of others and the operations of first responders.