Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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My service hadn’t even begun when I decided to cancel due to them misrepresenting their services. Instead of quickly helping me resolve my issue, I spent over 3 hours arguing with an aggressive representative who eventually hung up on me because I would t give up and keep the service. I then had to call again to get someone to finally cancel my service. They have proven to be a company without a moral compass, that has zero value of their customers.
I have probably spent about 10 hours of my life on tech support calls with this company. In the business of shady communication companies, (***/***/etc.) these guys take the cake. I'm actually on an hour long call right now. I removed a promotional service that they just began to bill me for that I have never used and BINGO my internet does not work. Before, my line was cut and in a time when we have been so reliant on internet for work because of COVID-19...they send a tech out 3 days later. Then they offer compensation for a day outage when the real killer is the amount of time you spent on the phone-that's time you don't get back and it is not worth the $2 that is returned to you for having no connection for a day.
A few years ago when I added Frontier internet to my Frontier phone service, I was never, ever informed that I would never again be able to get landline phone service without the internet! So, when I tried to cancel the internet service recently and just keep the phone service, I was told I'd still have to pay for internet just to get the phone service! What?! Continue to pay for what was crappy internet service with only 3 Mbps or less downloads and 1 Mbps or less uploads when I'm not going to ever use that horrible service again?! And when I look at their website, it looks like they offer just phone service by itself, and yet they refuse to let me have it! It's a total ripoff!
Every time it rains my telephone service is lost. EVERY TIME! I have made numerous calls to Frontier, all of which have resulted in Techs arriving before or after the agreed time/ date. Of course, they arrive when there's no rain and no issue?? I've tried live chats, when it works, calls with customer service, when they answer, etc. Can never get anyone to address the issue when its out of service, NEVER. I have even gone to the local central office, only to have a Tech tell me that I need to put in a ticket to have it looked at but, that will be weeks after the issue is occurring. I need them to address it in real time - while there is an active problem. We have been promised refunds for loss of service which has never been paid? I work from my home office and when the phone line is out I can not work. This is so frustrating its beyond words. I'm considering legal action for loss revenue from my work, loss of payment for monies paid and not reimbursed for numerous days of no service, many in excess of 8 days!!! HELP!!
Thank you for referring the complaint of
*** to our office for review. We
appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. advises that he has been experiencing frequent service
outages, primarily when it rains.Mr. advises that Frontier needs to restore his services and
credit his account for the days that he was out of service.Frontier has investigated the above
statements and offers the following response:Frontier advises that there was an issue
with a bad cable pair at the nearby serving terminal. On July 1, 2020, Frontier dispatched a
technician who was able to change out the cable pair and restored the service.Frontier advises that a credit has been
issued for the days that Mr. was out of service, which included previous
service outages that had not been credited earlier.Frontier spoke with the account holder,
Mrs. *** on July 2, 2020 and advised her of the billing adjustment that
had been issued. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. and Mrs. may have experienced as a result
of the above matter.
Use to have that service 6 or 7 years ago now they say they can't give service telling me *** net is where I go but SSI 783 pulse all bill come out of it is to high frontier said one time cant find me the not enough room to supply me. But out of 9 trailer 3 is rented how is my son who just graduated support to do online school and me got get my high school diploma online I have PTSD and bipolar and intermittent explosive disorder who don't go in public endless have to get my education when I can't pay for high satellite internet something needs done with frontier
Frontier CommunicationsComplaint Number: 14506733 Company Code: Click here to enter
text.Customer
Name: Alice *** Phone: 3044769385Thank you for referring the
complaint of Alice
*** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
*** states that she had Frontier’s Internet service at her location six
or seven years ago and when she called recently, she was advised Frontier
can no longer offer Internet service at her location.Ms.
*** requests that Frontier provide her with Internet service. Frontier has investigated the above
statements and offers the following response:Frontier’s records indicate that
Ms. had Frontier’s Internet service from September 4, 2015 through November
6, 2015 under the physical address of *** Frontier advises that Ms.
*** 911 address was change from *** to be ***. Frontier has confirmed that
Ms. is eligible to have Frontier’s Internet service installed at her
location. Frontier spoke with Ms.
*** on July 15, 2020 to advise and Ms. advised she will call back to
place an order. Ms. has the direct
contact information for a Frontier representative. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.Tell us why here...
I had a bundle package with Frontier (landlines, internet, tv) which I cancelled on 7/8/19 confirmation # 74907463. Frontier is harrassing me now, telling me I still owe money. I paid the final bill in full after the services were disconnected. They are billing me for a phone line that I don't have anymore. I actually tried calling the line, just to see if it was active. It's not. They have given me some ridiculous reasoning that I'm still being billed for this line because "it was not ported to the new provider". They are now threatening to turn me over to collections if I don't pay. I have tried resolving this numerous times. I've sent them proof of disconnection, as well as proof of payment in full but they continue to bill me for this phone line that I haven't had in almost a year.
The Complaint states that:
• Ms. is being billed and has been sent to collections over a phone line she previously disconnected.
Frontier has investigated the above statements and offers the following response:
• Frontier confirms Ms. had two lines with Frontier that billed together.
• Frontier advises they received a request to port out Ms.’s primary line which was completed and effective July 8, 2019.
• Frontier further advises, Ms.’s second line was not included in the port out request and therefore that line remained active.
• Frontier states monthly billing statements were generated, reminder notices were sent, and the line was ultimately disconnected for non payment on February 13, 2020.
• Frontier did not receive any notification from Ms. that her second line was to be disconnected, therefore all charges are valid, and no credits will be given.
• Ms. was contact on June 30, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. I cancelled my entire account on July 8, 2019. Attached is a bill that shows it was all on one account. Their nonsense about "porting in a second number' is not my problem, nor should it have been my responsibility. That was up to the phone company. Please see my attached bill that clearly shows there was only one account under my name, which was cancelled in it's entirety. For your reference, details of the offer I reviewed appear below.
Regards
The Rebuttal states that:
Ms. states she cancelled her entire account on July 8, 2019 and feels porting of her second number was not her responsibility. Frontier has investigated the above statements and offers the following response:
Frontier advises under porting regulations and guidelines when a request is made by another carrier to port out a number, the new carrier must provide the current carrier the 10 digit number(s) that is/are being requested to be ported out.
Frontier further states under the porting regulations any additional numbers associated with the 10 digit number being requested for port out remain active with the current provider until:
The new carrier submits a subsequent or concurrent request to port the additional numbers
The customer notifies their current carrier to disconnect the line
Frontier further advises, Ms.’s second line was not included in the port out request and therefore that line remained active.
Frontier states monthly billing statements were generated, reminder notices were sent, and the line was ultimately disconnected for non payment on February 13, 2020.
Frontier did not receive any notification from Ms.’s new carrier requested to port out her additional line nor did Ms. notify Frontier that her second line was to be disconnected, therefore all charges are valid, and no credits will be given.
Frontier’s position on this matter has not changed.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
My internet service has never been up to snuff. I have had their service people out many times. They have replaced equipment, fixed issues with the line but still the internet service download speed is generally less than 2MBPS and ofter less than 1MBPS. According to the business office I am subscribed to "Up to 6MBPS". But in speaking with tech support one tech let it slip that I was configured for only 3MBPS. Also I was recently selected for the ***/FCC research project to test my internet service and in the form my service is listed at 6x0.512 which is 3MBS. I am paying for "Up to 6MBPS" but I will never get more than half of that. Frontier needs to either deliver the said service or cut my bill - retroactively - according to the service I am actually configured for.
Thank you for referring the
complaint of ***
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. states that he has experienced slow speeds with his Internet services
from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that a
repair was completed on June 3, 2020 to an exposed aerial drop and replaced a 4-ft
section of cable. Prior to that, the last repair ticket was issued in February
2020 to a hard short. There are no records of service issues being reported
since June 3, 2020.Internet speeds are offered
in tiers. The high-end of the speed range in a service tier represents the
potential wired maximum speed capability in that service tier. As stated in
Frontier’s terms and conditions, “actual Internet speeds may vary and are not
guaranteed.” The tier to which Mr.
*** subscribes is Frontier’s Simply Broadband Max, with a maximum
provisioned speed of 6Mbps. Mr.’s service is provisioned at 3Mbps. Frontier advises that Mr.
*** pays $44.99 per month for his Frontier Internet service, the lowest rate
for the service he subscribes to.Frontier spoke with Mr. on June 8, 2020 to review this information
with him.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
They are selling me 6M service but I am provisioned - at their own admission - at 3M so I can NEVER EVER get anything above 3M. They are being dishonest to call this an up to 6M tier as it never can be above 3M. They either need to provision me at 6M or reduce my monthly rate.
Regards
Thank you for referring the rebuttal
complaint of ***
*** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Rebuttal Complaint states that:Mr.
states that he has experienced slow speeds with his Internet services
from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier advises that a
repair was completed on June 3, 2020 to an exposed aerial drop and replaced a 4-ft
section of cable. Prior to that, the last repair ticket was issued in February
2020 to a hard short. There are no records of service issues being reported
since June 3, 2020.Internet speeds are offered
in tiers. The high-end of the speed range in a service tier represents the
potential wired maximum speed capability in that service tier. As stated in
Frontier’s terms and conditions, “actual Internet speeds may vary and are not
guaranteed.” The tier to which Mr.
*** subscribes is Frontier’s Simply Broadband Max, with a maximum
provisioned speed of 6Mbps. Mr.’s service is provisioned at 3Mbps. Frontier advises that Mr.
*** pays $44.99 per month for his Frontier Internet service, the lowest rate
for the service he subscribes to.Frontier spoke with Mr. on
June 8, 2020 to review this information with him.Frontier’s position remains
the same as there has been no additional information provided that warrants a
deviation from the original response. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
I called Frontier in February requesting how to turn in a tv box. They advised me they would send a box for me to mail it to them. I received no box. In April I called Frontier because I was unable to watch movies. The screen had lines all over so no movie could be seen. I requested a return box again. The gentleman on the phone asked me to reset my router. After this didn't correct the problem, he told me he would send a new router and credit me for the movies I had rented but was unable to view. The credit wouldn't occur until the next billing cycle. This call lasted an hour.
Today I called to follow up on my credit. After one hour and 20 minutes I was told no credit would be issued.This company provides the WORST customer service and get away with poor billing and unfair treatment. There is no way to change or cancel service without going through the hour long call process in the middle of a work day!
Thank you for referring the complaint of
Ms.
*** to our office for review. We appreciate Ms. Mac Donald
bringing this matter to our attention.The Complaint states that:Ms. advises she has a billing discrepancy with a Frontier.Ms. advises she requested to remove a TV box and never received a return mailer or credit for box.Ms. advises she was unable to view some movies and did not receive the credit as promisedFrontier has investigated the above
statements and offers the following response:Frontier advises a box was returned on April 9 2020 and a credit has been issued for the box from the day of original request March 18, 2020 through the date bill reflects removed April 09/2020.Frontier advises we have applied a credit to cover the movies reported to repair on 04/06/2020.Frontier has applied all appropriate credits totaling $35.30.Frontier has been unsuccessful in our attempt to speak to Ms. and has provided our direct contact information if Ms. needs any further assistance. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I am being billed for service I didn't use. I moved out of the location 3 months prior (2/20/20) and have not used the service or devices since that time. I am still being required to pay a months service.
Tell us why here...Thank you for referring the complaint of Mr. to our office
for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. is
disputing charges on his Frontier final bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information was provided.
How are they even in business? I had service installed 5/18, and cancelled the service a few hours later 5/18 due to the connection being extremely slow. I am still being forced to pay for the entire month for services I did not have. I've tried calling to speak a manager several times. 1st time I was on hold for 1 hour and then hung up on when someone finally picked up. 2nd time, I was on hold for 45 minutes and told a manager would call me back. No one called me back. 3rd time I was told the fees would be erased. 4th time-I was told the fees cannot be erased. All of this back and forth for 1 day of service. What a waste of time and effort. You are better off paying for the more expensive cable/internet services to avoid the headache with Frontier.
There needs to be a zero star option. This company is absolute garbage. No amount of complaining or bad reviews will change the fact that their intention is to screw as many people out of as much money as possible.
I was literally advised by a phone agent that if I didn't agree with their terms to NOT pay my bill. I was told the account would close and I would receive a final bill. He told me that this would avoid any contract termination fees if I did so.
I received no final bill and now there is a mark on my credit report for collections on $129. Yes you are reading that right. No contact, no bills just a derogatory mark.
Eat a bag of turds Frontier. *** was FAR AND AWAY a better company than you... and that is saying ALOT!
I called Frontier early April to let them know I no longer need the service. That I haven’t been using the service since end of March and I wanted to make sure everything was going ok with the new service before cancelling. I was told they couldn’t cancel my service till May 1st. I told her I wasn’t paying for April since I won’t be using the service all of April. She put in a request to cancel and I waited to see what will happen. Well I’ve called frontier several times as well as messaged online trying to get this issue resolved. They’re trying to make me $63.82 for a month off service I never used and they can see that I never used it because I’m sure the system detected that my modem was not plugged in. I paid what I owed and they’re refusing to do away with this $63.82. That’s not right to make someone pay for a month of service that was never used.
Thank you for referring the complaint of
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she was billed for a full month of service
even though she wanted to end her service earlier.Ms. advised that she would like her account credited in full.Frontier has investigated the above
statements and offers the following response:Frontier advises that prior to terminating
her services on April 10, 2020, Ms. was billed and thus incurred charges
through her billing cycle end date of May 3, 2020.Frontier advises that although their
billing policy states that no partial month credits or refunds are provided for
previously billed service subscriptions, as a courtesy, Frontier is issuing a
credit starting from the date after cancellation through
the billing cycle end date. An
additional courtesy credit is being issued for the $9.00 late fee incurred for
that billing cycle.Frontier spoke with Ms. on June 30,
2020, advised her of the credit issued to her account, and provided her with
the remaining balance of $15.99 for the partial month of service. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the above
matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution not what I asked, but to be done with this company, I will pay the $15.99 and will never return as a customer.
Regards
I was visited by a sales representative for Frontier Communications, offering me a package deal to switch my services from Spectrum (formerly Brighthouse). With this offer came a $100 Gift Card to compensate me for the $75 installation fee that would be charged to my account. I had been a loyal customer of Spectrum for over 20 years, and decided that the fiber-optics that Frontier offered with faster speeds sounded like it was time for me to make the switch. In March 2020 I made the switch to Frontier, and was billed $25 a month for 3 months for the installation charge, however never received the $100 gift card I was promised. I first contacted Frontier about this via the customer service 800 number, and they said that they couldn't help me, and that I'd have to contact the sales representative myself. That was my first disappointing experience with the customer service department. But, I went ahead and contacted the sales representative because he had given me his number. He responded, and said he would look into it. I followed up with him after not hearing back for over a week, and attempted to contact him several more times, with no response. I sent texts, as well as left voice mails. Now, his phone says the mailbox is full and cannot accept messages. So I contacted the Frontier Customer Service line again, and was on the phone with four different people, three of them supervisors, for 73 minutes. Each of the supervisors told me they could not help me, and refused to issue me the gift card I was promised. I asked then for them to honor the promise I was made in some other way, such as crediting my account. They said they had no authority whatsoever to issue credits to accounts. These are supervisors? I explained to each of them how disappointed I was in Frontier, and it was obviously a mistake to switch from Spectrum after being their loyal customer for 20 years. First, I would have never switched to Frontier if I had to pay the $75 installation fee without being compensated for it. Why would I pay to switch when I was perfectly happy with Spectrum? Second, the customer service I received was so disappointing. The supervisors did not care about my issue, did not attempt to assist me, and could have cared less when I told them I'd be switching back to Spectrum if they could not assist me. Third, the first supervisor I spoke with, Joseph, told me that the reason I didn't get my gift card was because they had a huge flood of people switching to Frontier, and they didn't expect that, and they ran out of gift cards. Really? You ran out so I don't get mine?He also stated that it was unacceptable that the sales rep was not returning my calls. Then, he passed me along to Andre in the Retention's Department, who made no effort whatsoever to retain this customer. Andre told me that noone made a notation on my account that I'd be receiving the gift card, so he couldn't give it to me. I told Andre, that I have the documentation from the sales representative that shows the promised gift card, and asked if I could forward it to him for review. He told me that he could not accept faxes or emails from anyone, and it was too bad that I could even send him the documentation as proof of the promise that was made to me. I then spoke to a third supervisor, Natalie, who told me that she was the last line of escalation, and since they no longer offer the gift card, she could not help me. I told her of my disappointment after 73 minutes on the phone with Frontier, and the poor customer service the supervisors had given me. She said to have a nice day, and asked if she could help me with anything else. She didn't offer to help me with this issue, so why would I ask her to help me with another issue. Frontier obviously does not care about customer satisfaction once they have your service. I wasn't asking for anything that I wasn't promised, or anything extra. This was not an unreasonable or big money amount request. $100 to keep this customer, which was promised to me from day one. If I could have spoken with a higher up manager, I would have taken more time, however Natalie told me that I could not speak with anyone else. If Frontier is going to make offers to switch services, then they should honor it, particularly when it keeps one customer happy.
The Complaint states that:Ms.
advises that she is disputing charges on her Frontier bill. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that after review of Ms.’s account, we found no evidence of a $100 pre-paid visa being offered at the time that Ms. accepted the FiOS services. Frontier advises that at the time of Ms.’s order, we did not have a promotion for a $100 pre-paid visa.Frontier advises that as a courtesy, we have credited the installation fee associated with Ms.’s installation of new service. Frontier advises that we advised Ms. of the above on July 9, 2020. Direct contact information has been provided.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Arranged for installation of home phone and internet service. Set up date for installation. Two days before installation date I received a call stating no date has been set. Made arrangements for another date and technician never showed. I asked for free installation and manager said they couldn't until is was installed.. Made arrangements for a third install date and finally showed up after the time frame scheduled. Three times work was missed and wages lost so someone would be there for them not showing up when told they would be there. I asked them to at least wave the installation fee and was told they couldn't because service was installed.
Thank you for referring the
complaint of *** to our office for review. We appreciate Ms. bringing this matter to our
attention.The Complaint states that:Ms.
states that she had missed appointments for the installation of her Frontier
services. Ms.
requested to have the installation fee waived due to the missed
appointments but was advised that the services were installed so the fee
could not be waived.Frontier has investigated the above
statements and offers the following response:Frontier advises that the
installation fee cannot be waived because the services were installed; however,
Frontier has applied a courtesy adjustment for the missed appointments. Frontier spoke with Ms.
on July 6, 2020 to review this information with her.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
When I signed up with Frontier, I was hesitant due to the $75 fee (I already had the equipment from previous service as a *** customer), the customer service rep offered me a $100 Visa card to offset that fee and the 9.99 for bringing out the router/modem when they were already coming out to do an installed anyway. No other carrier charges for this. When I scheduled for the service installed, I inquired if the $100 Visa card was in my Frontier notes, I was told "no" and they won't honor it because at the time that I placed the order, that promotion wasn't offered. I was furious and asked them to make me whole and was told that they could give me a $75 credit but it would be in increments because I was being billed in installments. I was given a $25 credit and told to call back every month until I receive it all. The next month, I called and the credit department said that the system wouldn't let them do $25 again, but it would let them do $20 and the next month they said that the credit department couldn't authorize any more credits. Also when I signed up I originally added basic cable. Basic cable in most carriers terms means "cable" not local channels. The bill was for $132 and part of that was $19.99 "basic TV ( local channels) $5.99 Hallmark channel and $5.00 HBO. I didn't ask for that and a $9.99 Equipment and handling fee (for the router because I already had the system setup from being a previous *** customer) and $10 Wifi Router (we'll get back to this). When I ordered, it was NOT clear that it meant local channels. I didn't know this until I got the itemized bill of what I was receiving. Next, I got an extender for my home and didn't need the Wifi Router anymore, so I sent it back and was told that $10 would be removed from my bill going forward because the rental was returned. The $10.00+ tax was removed in June, but appeard on my July bill. I called and asked why I was still being charged the $10.00 if I didn't have the product anymore and was not given an explanation that made sense. I was then told that Frontier is looking into removing the $10.00 in Dec 2020 but no decision has been made yet. I was not told when I signed up that there was a $10 fee regardless of if I had a modem or not. I kept asking questions and then asked, "If I told you up front that I had my own modem, why would you say, I was getting charge $10.00?" The rep said, "for the rental." I asked that question because I've had several internet services and you always had the option to rent a modem from the carrier or buy your own and not be charged this fee. From this standpoint, this is a ripoff. I called Frontier to have them resend the modem back to me. Since I'm paying for it, I might as well have it in my possession. I was told the shipping would be no charge to me, but will be waiting to see if I get billed for it. The advertisement says we're offering a low internet rate of $39.99 but it's really $39.99 + $10.00 but they don't emphasize that part. Frontier needs to retrain their reps and make good on promises that reps have made. I could never get in touch with anyone higher than a supervisor to express my grievance to get a resolution, so I'm filing a formal complaint with the Revdex.com. Why would they charge you $10 to bring a wifi router when they are coming anyway to perform a $75 install and why are you charged $10.00 a month for equipment you don't need? I'm looking at my order now, nothing about if routers returned you still pay $10. Not in the script they read and you agree to all terms. Check the script they read
Thank you
for referring the complaint of Ms. *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. is disputing a bill for Frontier.Frontier
has investigated the above statements and offers the following response:Our
Frontier Residential Gateway (router) is Frontier equipment provided with every
service order and specifically designed to work with our service. Our
advertising and our residential Internet terms and conditions make clear that
our service includes equipment charges, such as the router charge, and neither
our advertisements nor our terms and conditions provide any exceptions. A
customer may choose to use their own router, but if the customer does, our
router charge continues to apply. Also, we cannot support or repair the
non-Frontier equipment.Frontier
advises that due to an order entry error, Ms. was offered a promotion
that was no longer available. Frontier
advises that Frontier has issued an adjustment of $75.00 on Ms.’s
account.Frontier
spoke to Ms. on July 1, 2020 and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
All of a sudden this company Frontier Communications started billing me for account number ***5, in Feb/March 2020 ciycle. I never requested to open this account or any other new account with them. I inmediately contacted Frontier at the number provided in the bill, I explained that I had not requested an account with them I was assured that they would resolve it. On 3/26/2020 Frontier representative Andre informed me that the account would be closed retroactively and provided confirmation number ***. Frontier continues to send a bill every month I answer with a letter providing same information I gave here. To no avail the bills keep coming.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** advises that after he ported out his number he was billed
under *** for internet service that he never requested.Mr.
*** advises that it has been sent to an Outside Collection Agency for nonpayment
and he wants credit applied to zero out the account.Frontier has investigated the above
statements and offers the following response:Frontier investigated Mr.
***’s account and determined that Frontier successfully ported Mr.’s
telephone number on February 2, 2020.Frontier advises that his data
service remained active after the telephone number was ported because service
was billed under *** and was combined billed with his main number
. Frontier verified the Data service
was cancelled on April 23, 2020 and credit has been applied to his account and
he now has a zero balance. Frontier advises
that this will be updated with the Outside Collection Agency and deletion of
any negative credit reporting.Frontier emailed the above
information to Mr. which included direct contact information.We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Mr. may
have experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Called technical support over 2nd phone line not working. Said they would send out a technician free of charge. If there was to be any charge technician was to get approval from us before hand. Tech came out messed with lines unplugged 2nd phone line from one phone jack and decided issue was due to our phone shorting out 2nd line. Said there was no charge just need to get a new phone. Bill came and we are being charged $175.00 dollars for him to come out and unplug line. Called and they are refusing to reverse charge said manager deems it approved. Manager will not talk to me about what when on only talks to tech who is lying. I took said broken phone and plugged it into 2nd line in other office and it works perfect! so it is infact there equipment that is faulty. We never approved charges and think it rediculous that they can say its free and then turn around and charge that much and refuse to cooperate or talk with you about it.
Thank you for referring the complaint of *** to our office
for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that: Ms. is disputing technician
charges, Ms. did not approve any charges and her telephone line is
still down. Frontier has investigated the above statements and offers the
following response: Frontier advised Ms. due to not having inside wire
maintenance plan on her account and the problem was isolated to her equipment
charges are valid. Frontier advised Ms. of the options to add inside wire maintenance
with a one-year term agreement so she can setup an appointment to get a
technician back out to repair the line Ms. decline at his time.Frontier issue a compromise credit of $87.50.We regret any inconvenience that Ms.
*** may have experienced as a result of the above matterWe trust that this information will
assist you in closing this complaint. Frontier Specialist:
Monique Department:Office
Of The President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Tech blatantly lied to me over and over again about charges. Did not have permission to enter business under the terms of assessing fees. Should of got permission stating charges would apply upon entrance instead just walked in and started charging then lied over and over when asked if this was being charged. Continuing to state no this was all no charge. Tech manager still refused to talk over this
Regards,
*** Anderson
The Complaint states that: Ms. disputing labor charges
and still waiting to speak to the local manager. Ms. stated the
technician lied to her about the charges.Frontier has investigated the above statements and offers the
following response: Frontier’s position remains the same as there has been no
additional information provided that warrants a deviation from the original
resolution.Frontier provided Ms. the local manager name and contact
number.We regret any inconvenience that Ms.
*** may have experienced as a result of the above matterWe trust that this information will
assist you in closing this complaint. Frontier Specialist:
Monique Department:Office
Of The President
Intermittent internet for years. Been down for a month. They continue to tell us the lines need to be upgraded. Management understands the need for upgrade but the company wont do it.
Thank you for referring the
complaint of ***
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
*** states that he has experienced issues with his Internet services
from Frontier. Mr.
*** also states that he has been advised that the lines need to be
upgraded but management will not do it.Frontier has investigated the above
statements and offers the following response:Frontier’s Internet speeds
are offered in tiers. The high-end of the speed range in a service tier
represents the potential wired maximum speed capability in that service tier.
As stated in Frontier’s terms and conditions, “actual Internet speeds may vary
and are not guaranteed. The tier to which Mr.
is subscribed to is Frontiers Simply Broadband Max, with a maximum provisioned
speed of 6Mbps. Mr.’s service is provisioned at 3Mbps. Frontier advised that Mr. is currently
paying $39.99 per month for the services he is subscribed to, the lowest price
available. Frontier has investigated
Mr.’s account and has determined that Mr. resides in an area where
high Internet usage could be affecting Internet service speeds.Frontier advises we
currently do not have any upgrades scheduled for Mr.’s area. Frontier is continuing to evaluate this area
for possible upgrades in the future. Frontier advises that a
repair was completed on June 29, 2020 by replacing the modem. Frontier advises that an
adjustment in the amount of $39.99 has been applied to Mr.’s account for
the service issues that he has experienced.Frontier advises that an additional
attempt was made to contact Mr. to discuss this issue further but was
unsuccessful speaking to him further.Frontier has mailed Mr. a
letter with direct contact information if he needs any further assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I was contacted on 6/30/20 by Carla regarding my complaint. Carla stated that I had their fastest service available for this area at 6mbs. But 6 mbps was the max speed. Average speed would only be 3 mbps and they guarantee 1 mbps. Since my internet speed is often below 1 mbps with speeds often as low as 250 kbps download I requested that she look into the issues in our neighborhood. in addition to the slow speeds we have frequent disconnects and a complete loss of service at least once a day that can last anywhere from a few minutes to several hours. I received a couple more calls over the next couple of weeks from Carla trying to close out the complaint. Since my internet was down at the time of each one of her calls I requested that she wait until I had working internet to close the account. She contacted me next on July 24th and stated that there was nothing more that they can do. At this point she would not give me any guaranteed speed and stated that frequent disconnects are normal for this area. On July 28th Carla called and left me a message saying they refunded me one month service and this was the best service they have available. The voicemail was a single additional attempt to contact me with no return number. So their statement "an additional attempt was made to contact Mr. to discuss this issue further but was unsuccessful speaking to him further" is about as accurate as their claim they provide 6 mbps upload speeds.
I have been in direct contact with the area manager and director. Frontier management is well aware of the issues in this area and refuses to correct the problem. Everyone in this neighborhood has been in contact with Frontier over the lack of service in the past and they refuse to correct the issues. They will no longer send a tech out when the internet is down but there is a van parked in front of the main panel for our neighborhood on average 3 times a week. Since DSL is the only wired connection in this area we don't have any other options. They effectively have a monopoly on the internet service in this area and are not meeting any reasonable expectations of a company providing any service. Frontier is also not meeting their contractual or advertised service for the area I live and would be more than happy to discuss this further.
Thank you for referring the
complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
*** states that he has experienced issues with his Internet services
from Frontier. Mr.
*** also states that he has been advised that the lines need to be
upgraded but management will not do it.Frontier has investigated the above
statements and offers the following response:Frontier’s Internet speeds
are offered in tiers. The high-end of the speed range in a service tier
represents the potential wired maximum speed capability in that service tier.
As stated in Frontier’s terms and conditions, “actual Internet speeds may vary
and are not guaranteed. The tier to which Mr.
is subscribed to is Frontiers Simply Broadband Max, with a maximum provisioned
speed of 6Mbps. Mr.’s service is provisioned at 3Mbps. Frontier advised that Mr. is currently
paying $39.99 per month for the services he is subscribed to, the lowest price
available. Frontier has investigated
Mr.’s account and has determined that Mr. resides in an area where
high Internet usage could be affecting Internet service speeds.Frontier advises we
currently do not have any upgrades scheduled for Mr.’s area. Frontier is continuing to evaluate this area
for possible upgrades in the future. Frontier advises that a
repair was completed on June 29, 2020 by replacing the modem. Frontier advises that an
adjustment in the amount of $39.99 has been applied to Mr.’s account for
the service issues that he has experienced.Frontier’s position remains
the same as there has been no additional information provided that warrants a
deviation from the original response.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.
I have been a costumer with Frontier for over 1 year. I have had the same plan of 6 mbps for the whole time. The plan cost $30.60 after taxes each month. The plan included a free security service for one year, and would start to charge an additional $5/month for the security service after that time. When I noticed the increased charge, I asked Frontier customer service to cancel the $5 security service. They instead cancelled my whole plan.
I simply asked for the same speed and price that I had previously. I have spent about 2 months trying to resolve this. The company claims that they are unable to give me the same speed. They gave me a slower speed for the same price that I was paying before. They claimed that it was the 3mbps speed, but it was "provisioned" for 6mbps. After complaining and showing a speed check to the company, my account manager offered me a 12mbps speed for the same price for 1 year and then that price would increase by $15/month after that. I stated that all I want is my previous speed for the same price, but will do the faster speed if that is all that is possible.
I then receive a voicemail from Frontier that says that I have the fastest speed currently possible and that I cannot get the faster speed. However, I spoke with the technician that services my area and he claimed that I would be able to get the same speed with no issues. He even claimed that the customer service dept has no idea what they are doing. I believe that this company is either severely incompetent or they are simply trying to give me less product for the same price. I simply want the same speed for the same price.
Thank you for referring the complaint of
***
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises his account was closed without his permission.Mr. is disputing his billing for service from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier found Mr.’s account was
closed in error. Frontier has created a new account for Mr..Frontier
has agreed to offer Mr. the 12M bundle for $25.00 per month plus taxes and
surcharges and router fee.Frontier
spoke with Mr. on July 10, 2020, and advised of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
After receiving and accepting the 12M offer from Frontier, I was contacted by a representative of the company. The representative stated that the 12M speed is not available for my home. I contacted the supervisor working on the case, Michelle (from the office of Frontier's president). She confirmed that the 9M was the fastest speed available for the home. I accepted the 9M speed if that was the fastest speed available. Price was not discussed on the plan, but I assume that the price will be prorated according to the previous offer. Without discussion of the price, a proration is a reasonable assumption.
Regards
Thank you for referring the complaint of
***
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. is disputing his billing for service from Frontier.Frontier has investigated the above
statements and offers the following response:Frontier found we were not able to install
12M at Mr.’s location. Frontier has agreed to offer Mr. the 6M bundle for $20.00
per month plus taxes and surcharges and router fee.Frontier
spoke with Mr. on July 24, 2020, and advised of the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
has experienced as a
result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We are moving and need to disconnect service. Our contract ends July 25, 2020 but we need our services until the 28th.
I was told that the billing system is old and does not prorate. So I will be billed $164.78 for 4 days??
That does not seem remotely fair to consumers.
Thank you for referring the complaint of
Ms.
to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms. advises she disagrees with Frontier policy for no proration on non-regulated services. Frontier has investigated the above
statements and offers the following response:As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.Frontier advises we explained to Ms. her options and offered to change the disconnection date and as a courtesy and schedule a follow up for the end of August for prorating credits. Ms. advised Frontier to leave disconnection for July 24, 2020. Frontier spoke to Ms. on July 1, 2020 and advise of the above information. Frontier provider direct contact information if Ms. needs further assistance. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards