Frontier Communications

#! .stopped service on june 27,2019 billed me for july and no longer living at location
#2 ordered new service at new address,10 weeks and still dont have it.but am being billed for it. made 4 tec appointments nobody showed for all 4 and never called. I wasted 16 hours waiting for them.they just made a new service call[ #5]. that I found out about by calling to find out what happen to todays service. they never call or let you know what is going on..they billed me for equipment the day they sent it out and not the day we got it up and running as we still have not got it working.you call them and are on hold and never get an answer just run aroundd

Hello
I cancelled the installation of Frontier's internet services 3 days before the scheduled date. Since that time I have continued to receive monthly billings and late payment notices for a service that I don't have - the installation of equipment NEVER happened. They acknowledged that the installation was cancelled before it was installed. With each billing notice I have called (printed phone records to prove it) - I have spent well over 2 hours on the phone with Frontier trying to resolve the issue. Most recent I have spoken with Natasha with a confirmation # 942518 saying the issue was resolved. On August 10th I spoke with Cameron at 12:15 confirmation # *** and followed by Kaitlin from another department #***. Yet this weekend 9/6/19 I received yet another bill saying I owe 74.57. I am at my wits end. They keep giving confirmation numbers that the issue is taken care of but clearly it is not. I have concerns that this situation is impacting my credit report. I would like the account closed (should never have been opened) and that balance reported as zero. Can someone PLEASE help me?

I subscribed to Frontier internet Oct 2012. I recently tried to cancel. They said I had an early cancellation fee of $120. They said they sent me an email stating if I didn't respond I would be put in a new 2 yr contract. I received no email. They will not send me a copy of the email or contract. I got nothing in the mail that I had a new contract. There is nothing in the original contract stating that they could or would do that. I think that if they did send an email and I didn't respond I would stay in the original contract. Also they suggested that I pause the account, which I did only to find there is a $10 monthly service that they failed to mention.

My ONT box failed and when I called to explain the urgency of the situation that I was in (internet needed to complete my exam, to turn in my homework, etc.) Frontier told me that the closest day they could send in any one is almost 15 days away. That was outrageously insane. When I called to confront and to disconnect service later that day, Frontier said that I still had to pay 58.98- the monthly payment and they could not refund me any amount since their charge was pro-rated. That was WAY BEYOND UNFAIR. Due to their horrible service, I had to pay for the whole month while getting not even 25% worth of service??? If you are ever considering this company, I recommend a big fat "NO."

My problem is that since July, the month I became a Frontier customer my bill has been continuously wrong. During my inception as a customer there was a promotion, the promotion was for 49.99 a month before tax for internet 500/500. Once my bill came, the bill was instead for 165.00. I have spoken to Frontier on numerous occasions that the bill is going to be fixed and it never gets resolved. Last month, I was issued a credit and my bill reflected the correct amount. I was told that was the last bill I would have an issue with. Now we are in September, and the bill is incorrect again. I am being told to pay the full 165, which is incorrect until my dispute is resolved. However, Frontier has no idea when the dispute will be resolved. This is fraud and I am absolutely upset how my experience has been with Frontier as a new customer.

The internet service provided by frontier has been of late unacceptable. The service is spotty at best. It can not be depended upon to be on when needed.I have been a customer since frontier took over from *** . The service switched over from dial up to broadband and things went well for years, Of late the ability to stream tv, bank online shop online,and all the other things expected of this company in the past, I believe has been compromised by an increase in customers at the expense of previous customers.

Insufficient internet security with the provided modem/router and no ability to even buy my own compatible, relevant, current tech equipment. Customer Service ridiculously bad. Long-term customers of no importance.

I am not sure that I can say anything new that has not already been said about how incredibly terrible Frontier Communications is as a provider of internet and telephone service. I believe they service areas where people have essentially no other option but to pay for extremely substandard service! They disconnect calls to avoid challenging questions and confrontation. I recently recorded an exchange with someone (clearly in another country) where they could not provide me with an operator number, work order, or any other verification that we had spoken and that repairs/equipment replacement was needed on their end...

If I could leave zero stars, I would. Their service is the most unreliable thing I have ever paid for. I have had no phone line for over two months and my internet service goes in and out with he weather. They have sent two tech both who concluded that the problem is theirs and that the issue is a faulty phone line between the house and their dslam. Each time the tech enters an order for a new line to be installed corporate sends a text saying they have tested the issue and the problem has been resolved then they cancel the install. Then I have to start the process over. I live in a rural area with no cell coverage nor any other option. This is the absolute worst company from a quality of service and customer service perspective that I have ever dealt with in my lifetime. Frontier - you absolutely suck at everything!

I was hung up on 3 times while trying to get my internet fixed. They can’t send me a new modem for my internet and I have to wait a week without internet until they send someone out. I will not be given credit for this time and wasn’t given credit the last time I was out for ten days.

Keep giving me the go around about why my internet doesn't work was on phone over 4 hours and still have no internet

I called and informed Frontier that I would be returning their router because I purchased an identical Frontier-brand router of my own. Frontier then mailed me a return box and a shipping label. I returned their router in the box and received notification via text that Frontier received the shipment. About a month later, I noticed that Frontier was still charging me $10 per month for rental of the returned router. I called Frontier to resolve the issue. The Frontier representative informed me that Frontier would continue to charge me for the returned router because that was their practice. I explained that I failed to understand why that would be. I then asked to speak with a supervisor. The representative transferred me to a voice mail box that could not accept any more messages.

We originally had frontier internet services. We decided to upgrade to the triple play, which includes phone, internet and cable. Our billing cycle ended on 9/5/19, so we decided to add the services the day before the billing date ended, the date services were set up was 9/4/19. The tech came, hooked up the cable tv, did not hook up a phone service and "upgraded" the internet, which gave me slower speeds than I originally had. We had 200/200 internet and upgraded to 500/500. I reached out to Frontier via Social Media, their chat as well as phone calls all on 9/4/19 as well as 9/5/19 and 9/6/19. They expressed to me that because they couldn't get a tech out until 9/11, I'd have to deal with the issue until then. I told them this was not acceptable and I would not wait until the 11th (7 days later) to have functioning service that should have been completed. They assured me they would escalate the issue and someone would be in touch to get it taken care of sooner. After no response from anyone other than being told too bad, deal with it, I canceled my service on 9/5. The retention specialist was rude as all mess, over talking me and told me that they couldn't cut my service off on 9/5 because it was the billing date. I told her I want it off now. She proceeded to keep me on the phone for another 15-20 mins explaining that they would send someone on the 11th. I told her again to cancel right now. She again proceeded to tell me that we would be charged for the upcoming month as she couldn't cancel today. I told her that I was not paying a bill for any services as we did not receive them and they did not work. She also stated that no other company would be able to come until after Frontier would to install new service. I work from home, I need the internet and phone line to work. *** came and was installing the service within minutes after Frontier was canceled. After the call ended, she had the service shut off. I have video proof that the service was canceled on 9/5/19. We received a bill today for 160.23 for the month service 9/4/19-10/4/19.

My internet modem stopped working on 8/17/19. I contacted Frontiers customer service line and was sent a new modem that arrived on 8/20/19. On 8/31/19, the new modem quit working. I contacted customer service and after speaking to multiple different people I was given a repair date of 9/26/19. Which I told them was unacceptable. On 9/1/19, I spoke with Tracey from their advanced service desk who ran tests on our modem and was told by her that the firmware update on the modem has caused the modem to no longer work and that she would send out a new modem and it would be there on 9/3/19. The modem did not arrive. On 9/5/19, I contacted David S who is the frontier social media account person who had facilitated me speakimg with Tracy originally. After daily email contact with him, I am now beimg told today that the modem will not be sent out and that the earliest a tech will be sent to our home to address the problem is 9/27/19. I have repeatedly aske for my account to be refunded for the days I have not had service and nothing has been refunded. They have a monopoly in our rural area and we have no other choices. We pay for high speed and only have dial up speeds.

I change my phone service on 8-9-2019 from Frontier Communications to another company. I received a bill in the mail for $299.77 for a termination fee .I had no idea that I had to pay to terminate my service. When I called and canceled my phone service no one told my of any such charge.I did not sign any contract with this company. My bill was paid in full in the amount of $72.09 for the month of July and I was waiting for the bill for August 1st tile August 9th and instead I get a bill for $299.77.I shouldn't be charged this amount for no longer wanting this service.

We have had Frontier for over 6 years (previously ***). Since they have been Frontier, we have had terrible customer service. We have had misc. charges on our account. When we call regarding an issue, we are told that the issue is resolves, when in fact it wasn't. Each time we call regarding an issue, we have to call multiple times, in order to get it resolved. We have even been disconnected by customer service representatives, so that they do not have to handle our concern. We have literally been lied to by multiple customer service reps, including "supervisors". We FINALLY cancelled service with them. Even now, we are still dealing with problems from reps who didn't do what they said, causing us a large final bill, to include late fees. This is one of the worst companies that we have ever had to deal with. We have chosen to go without cable, to avoid having to deal with them any longer.

Service installed on 9/5. Technician insisted on installing service in a particular room that would not be conducive to my needs. I explained this to the technician and requested the service to be installed in another room. The technician explained that he would not be able install services in the particular room as there was not an internet outlet. I allowed the technician to complete the installation but later confirmed with a competitor services could in fact be installed in the room of my preference. I contacted Frontier to give them an opportunity to address my concern and fixed the problem before going with another service provider. Needless to say they were not capable. I was told they would cancel my service and charge me for a month of service. The technician was very professional and informative but I’m not happy with the placement for the internet service. Horrible customer service on the ca center behalf! Happy to go with another company.

I cancelled my account in March of 2019, several days before the billing cycle was up. I talked to someone on the phone and asked if there would be any other charges. She assured me there would be no additional charges, I just needed to send back my equipment. They sent me a box with the return label, and I shipped the router back to them. I never heard anything else from them until August 8, I get a bill in the mail saying if I don't take care of the bill, they will be turning it over to a collection agency. I instantly call them and talked to someone, and she checks the system and apologizes and says it was there mistake and she would take it off of my bill. So I once again asked, so there will be no additional charges. And she said no, there won't be. I said, can you email me something showing that it was taken care of. She said no, it will just show up on your next bill as a zero balance. On August 30th, I get a bill from a collection agency saying that I owed money to Frontier and needed to pay the balance. I called Frontier again, and was transferred from one dept to another, and each one said there was nothing they could do, I would need to talk to another department to get it taken care of. So the last person I talked to said I needed to call the collection agency and tell them it was not my bill, and then they would send it back to Frontier to be looked at, but otherwise, she could not do anything. I said, so I have to call the collection agency to take care of your mistake, and she said, yes, and that she couldn't do anything for me. I cancelled my account in March of 2019, several days before the billing cycle was up. I talked to someone on the phone and asked if there would be any other charges. She assured me that there would be no additional charges, I just needed to send back my equipment. First she said, it looks like your router is too old to send back, so you just need to send back the set top box. I said, I don’t have a set top box, I only have internet. She said, okay, I will send you a box anyway and you can just send back the router. They sent me a box with the return label, and I shipped the router back to them. I never heard anything else from them until August 8, I get a bill in the mail saying if I don't take care of the bill, they will be turning it over to a collection agency. I instantly call them and talked to someone and she said it looked like I never returned the router. I told her that I had returned it and she checked the system and apologized and said it was their mistake and she would take it off of my bill. So I once again asked, so there will be no additional charges. And she said no, there won't be. I said, can you email me something showing that it was taken care of. She said no I can’t, it will just show up on your next bill as a zero balance. On August 30th, I get a bill from a collection agency saying that I owed money to Frontier and needed to pay the balance. I called Frontier again, and was transferred from one dept to another, and each one said there was nothing they could do, I would need to talk to another department to get it taken care of. So the last person I talked to said I needed to call the collection agency and tell them it was not my bill, and then they would send it back to Frontier to be looked at, but otherwise, she could not do anything. I said, so I have to call the collection agency to take care of your mistake, and she said, yes, and that she couldn't do anything for me.

Now it is September 06, and I am on the phone with Frontier once again for another hour. The person I am talking to has me on hold while he “looks for the tracking number”. I can already guess the result of that. First he told me that he was going to flag it and that it would be taken off my bill, then I asked if he could email me something showing that it was being taken care of and he said no, we never email anyone. The he said, let me look for the tracking number. Now he just told me he couldn’t find the tracking number and that was not his department, so he would have to send it on to someone else. Exactly what I expected him to say. I said, okay so now what happens. He said it was my fault for not writing down the tracking number that they printed out which would have made the whole process easier. He said they would have to look in the warehouse and see if they could find my router and that they would try to find the tracking number and that I could call back later and check the status of the situation. But that he assured me that it was being taken care of. I said, so now we hang up, I still have no proof that anything is being done and I have no idea who you are or how to get back in touch with the same person twice. I will just need to call back later and start from ground zero in order to try to find something out.

Frontier already has an F rating, so they don’t really care if people complain. They also know that they can screw people over just by saying the equipment was not returned and they either get to collect an extra $115.00 from the customer, or they get to turn them over to a collection agency to screw up their credit rating. I have a near-perfect credit rating and I don’t like having some company falsely turn me over to a collection agency. I would much rather have paid the $115.00 to prevent my account being turned over to collections if they had just told me I needed to pay instead of telling me it was taken care of. But most of all, I would just like them to find the tracking number so we can prove one way or the other if it was returned. I know that I will never get an email from them even though the guy assured me that someone would email me about the status, but when I do call back, they are not going to know one more thing than every other time I call and I will have to go through the whole process again. If they ever do find the tracking number, which they won’t, they are going to say it is too late now to track it. I told the guy I ship things every day to my customers and I keep track of all the shipping labels and return labels tracking numbers and would never put it on my customers to come up with those numbers, even though I actually email the numbers to them.

I was set up for a higher speed internet and was getting way less. I called because my camera system requires what speed I was supposed to have but wasn’t getting, come to find out I was paying for 2 years for a 24mg 1upload speed but was getting 4 to 0.3 upload... the 1st tech came and confirmed we had the wrong router to get what we was supposed to. A month later the 2nd tech came and installed the new router.. my bill shot up 85 dollars for his work and a new monthly price that is more then what we was already paying to have our speeds fixed!!! After being hung up on 3 times a lady told me that they changed my package and I lost my grandfathered price but I didn’t ask for them to change my plan and they only gave me the difference of what I’ve paid for the last 90 days on the wrong speeds for the past 2 years. Customer service did not show interest to even want to help because they are the only provider we have in our area. The lady basically told us we was screwed and nothing we can do about it because the contract price was changed without our consent.. we now pay a higher bill and still not have the speeds we was told and locked in a new contract without our consent. Everyone in our community would gladly give another provider their money over frontier any day.. don’t believe me? You can ask yourself!! And the president of the company obviously doesn’t care if that many people are effected!

Never showed for scheduled appointment, canceled a greentree for no reason and without knowledge, multiple employees unable to assist.