Frontier Communications

I have been a Frintier customer for 3 years as there is no internet service through my *** provider. I called Aug 20 to inquire if my poor speed could be improved after 3 years and was immediately upgraded to faster service at no charge, which I agreed to. I waited for the 8/21 appt from 12 to 4 pm and no tech came to check wifi router as requested, nor offer service.
I called last week and found the service was upgraded to a faster one with 10 dollar plus taxes increase despite contracted amount. Escalation/retention depr was rude and dismissive and I insisted on their action to review phone contract which their rep made w me.
Today I found that this practice is a policy, upgrading grandfathered 6 mb speeds to higher priced plans with no offers to return to a lesser plan
I am being billed the higher rate at this time, despite repeated calls, under protest. The newer service is just as slow as the old was in this farm area. The tech companies have limited competition by assigning only 2 providers to serve each area.
I request contract be retained as agreed and sold to me on Aug 20 at old pricing.

My DSL modem went down over a week ago. I called the day it went down, which was a Wednesday. I did not receive the new modem until the following Tuesday - I can order new shoes and have them in1-2 days. That in and of itself indicates low to no concern for customer service- strike 1.
I tried to install the new modem per the instructions provide. The new modem did not ask the questions the the instructions claim it should have. Instructions were of very little use - customer service strike 2.
I immediately led tech support to report I like not set up the new modem and to also report the internet light was solid red. The tech proceeded to walk me through 30 minutes of reprogramming the new modem to no avail. Tech said he’d have hand it over to advanced tech support and they would contact me the next day, to which they did not - costumer service strikes 3,4,& 5. I contacted them and assured me that they were working on it but may have rose d a tech which would be in 2-3 weeks. So here I sit, again, just trying to get some adequate service. I had to file a complaint with the Revdex.com last time before I could really get anything done. Frontier is loathed in my area for its horrible service and they’re the only provider. Please help. We are also starting to call our politicians to get Frontier removed or held accountable.

hell I order internet service on 08/23/2019 from this company two weeks ago an was told that my office told the we cant have internet then I went to the office an I was told that they never told the tech that then I called an order the service again an then the tech was to come on the 08/28/2019 .I waited all this time then when the tech didnt show I called an I was told that I need to send proof of my idenity which I did not see the reason being that the tech had been to my house an I had done two credit checks at this point. so I send in the the id an ss card. then I am told that they could not get me an appointment any sooner than 09/04/2019. nso it seems to me that they are pro longing the the instalation for some reason

I had tried for almost 3 months to make sure my service has been disconnected when I switched providers. I paid my last bill and continued to receive a recurring bill over the next three months. I spoke to seven different people. All of which who said the problem was fixed and I shouldn’t receive another bill. And what happens next is the next month I get yet another bill. All I wanted to do was close my account.I got the runaround, I was disconnected and it just was the overall poor customer service. I have never tried so hard in my life to cancel a service and I felt like they kept trying to just charge me more and more.

I recently moved and had to cancel my internet services.The first time I called in I need to cancel my services on a certain date. After about 30 minutes, the lady sounded confused and said they couldn't cancel servers on a certain date and could only cancel services on the date that I called in. If I wanted it canceled in the future I would need to call back on that exact date. I got off the phone with her and called back. The next person said that we couldn't pick a cancel date, that the computer only allows them certain dates and the earliest date they had was two weeks out. I was ok with that and asked for to cancel the service. They did say that they made an exception and put in the service to cancel on the day I was moving out. They only allow for you to return the equipment in boxes they mail to you. She said she couldn't send the boxes to my new address until the service was canceled, so I would have to call back after the 16th. I called back and talked to a guy, that sounded confused, but was able to put in a order to send me boxes to my new address. He said I should get them in 5 to 8 business days which would be at least by the next Thursday. The next Thursday came around and I didn't get the boxes, so I called back. The lady I talked to today said my account didn't disconnect until the 26th. so the boxes wouldn't be here until 3 to 5 business days. They didn't have my new address on file, so she took it and said they will be sending out the boxes. So my problem is one main thing. I don't think I will ever get the boxes to send back the equipment and then they may start charging me for the equipment.
I don't think anyone knows the process and every time I call I get a different answer. So my account is closed and I can't seem to send the equipment back. They need to change the process to where we can go to FedEx or UPS and they will create the boxes there to send it back.

I moved service from one apartment to another (apartment D and C respectively) temporarily due to reasons outside my control. A new phone line was put into apartment D by the management company due to the original phone lines in my apartment being destroyed due to unknown reasons. The new lines in my apartment have not been fully installed as Frontier Communications needs to send a technician out to connect them to the cable box right outside of my apartment building, and are refusing to send a technician out to do so, so that I can have service restored in apartment D. Their reasoning is because there's no "ports" available. That is false. There are most likely ports that are marked as in-use that are currently not being used, plus the one being used by apartment C, where my service currently is, would be freed up once it was moved to apartment D.

Similar experience as many of the other people on this thread. Have tried for 2 years to get FIOS installed. They put the cable at the end of our driveway ready to install, but when they showed up, they said that there was not capacity at the hub. A short while later, we had to spend hours on the phone to convince that, yes, in fact we do have FIOS available, and not just copper service as it showed in their system. All our neighbors have Frontier FIOS, and, finally they agreed to set up service. They had 3 no-shows, after we took time off work to wait for them. I spent at least 10-12 hours on the phone with their agents, each time a different one, and each time having to tell our story from the start. Finally, I got someone in the dispatch center who sounded like he was going to solve the problem, but then he handed me off to a low-level scheduling agent who couldn't help us. The kicker is that they disconnected our internet and phone service on the first day of the no-show in preparation for the FIOS installation, and have told us that they can't simply reconnect it. We are so far beyond furious and frustrated. We have decided to have no further dealings with this company and have instead ordered satellite dish internet from someone else (we're semi-rural, so there are no other choices). Goodbye, Frontier, and good riddance!

Stress! Customer service and technical support give conflicting information and instead of resolving the issue point fingers at each other and never resolve anything. I have been a customer of Frontier for almost a decade and have always paid my bills on time. I recently decided to disconnect my landline but keep my DSL as is, the customer service representative who put in the order completely messed it up the technician did not show to reconnect my internet after they disconnected it which was unnecessary and now they're making me wait 3 weeks before they resolve the issue when it was their mistake in the first place I have spoken to several employees and each one of them gives me conflicting different information no one cares about the customer they're all about the Hard Sell without any regard to existing customers. I don't have internet right now because they clearly do not know what they are doing they should know how to connect DSL because I already had it but they put into disconnect my DSL and reinstall it and they did not do that correctly or even acknowledge that it was their fault which it was therefore I have to type this out on my phone so please excuse the run-on sentences and typing errors the bottom line is that I am extremely unhappy with Frontier Communications horrible customer service their incompetent and conflicting information is the reason why I will probably never be able to get my DSL fixed despite the fact that I'm a good customer and I've always paid my bills on time and made it very clear I did not want any disruptions in my DSL service I was only disconnecting my landline. Despite clarifying this with several customer service and technical support Representatives, they still managed to get it wrong leaving me without internet which is a major inconvenience that they do not care about. I have spent countless hours over the phone with too many customer service and tech support people with no resolution in sight each one gives conflicting information and contradicts what another has said yet no one can solve this issue and get my DSL properly hooked up Frontier is by far the absolute worst company all they care about is selling their products but once you're a customer they don't care at all. they have caused me so much stress anxiety heart palpitations headaches the frustration has been off the charts and that is completely unnecessary if they would just do their jobs and fix my DSL that they messed up in the first place and not make me wait 3 weeks to do it!

Frontier was our internet, phone and TV provider for about 12 years. We paid $136.62 for TV, internet and phone services from 05/07/2019 to 06/08/19. On 06/08/2019 we called Frontier and cancelled their service and were told there would be no further charges as we broke even on the 8th. Now Frontier says since they didn't process the cancellation until three days later and we owe for for the following month's service of $136.62. We have called them several times trying to get this amount removed and all we get is it's their policy. Now they have turned it over to a collection agency and when we called again we just hit a brick wall, they won't budge. Please help us with this.

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Frontier has continuously overbilled us dating back to April 2019 when we had requested that some of our services be removed. They continued to bill us for the services and Customer Service promised to fix issues but never did. Finally dealt with the Office of the President. Although they did issue credits for most of the overcharges, we feel there are still certain sums owed to us and they refuse to address our concerns. We paid the last bill which we felt was still overbilled and now they are charging us late charges which they refuse to remove. They are rude when trying to explain our position. We feel that their billing practices are deceptive - monthly overbilling and after they give you a few credits they refuse to address anything and then they tack on late charges.

I vote for MINUS 10 stars too!
I had Frontier 500/500 installed about 7 weeks ago in Snohomish county to replace ***. After numerous calls, two tech support visits and two routers, I was getting no faster than 130/130. The second tech measured 190/190 coming into the router so we figured their router was at fault. I installed a third party router and improved it to 199/200.
I sent back their router and asked that $10.00 lease fee be stricken off. They refused to remove the lease fee even though I am not using their router.
They also promised to refund a portion of the monthly fee because of less than the advertised speed. When the refund did not show, I spent several phone calls lasting over an hour each to track it down. I was then told that the refund was denied because I was getting speed "up-to-500/500". In other words, 500/500 is just an advertising gimmick and if they can deliver anything from zero to 500, they have met their obligation!
Be wary, if you are considering Frontier 500/500. It's full of promises that they can't, aren't able and refuse to deliver.
Just one more comment about their lousy customer support. You will spend at least one hour per call. Many times (it happen to me on four occasions) the line will go dead (they hung up on purpose) and even though they verify your call-back number, they will NOT call back!
If I didn't have so much time and money already invested in them, I would drop them in a minute.

I was scheduled to have an internet (FIOS internet 500/500) installation on 8/27/2019 between 10:00AM to 2:00PM in my house. However, after I waited all day home, the technician never came in to my house. I called to Frontier customer service at around 1:25 PM and I was told the technician would come soon. I called again at after 2:00 PM because the technician did not come and did not call me or texted me. The customer representative called to dispatch and told me the technician was running behind and the technician was still working on the job. He promised me the technician will come to install my service as soon as he finishes his current job. I was sitting in the front door waiting, but no one came. I called again to customer service after 4:00 PM to ask how long it would be. I was told the technician on the way to my home. However, no one came in by 5:00 PM. I called customer service again, the representative looked up the order status and told me that the technician wrote that he contacted me at 4:45 PM and no answer. I told her no body called me and texted me. She was looking up the order status and told the technician was onsite working on my house. I told her I was sitting right in front of my front door of my house. I did not see any frontier people at all. The representative said: Ma'am, nothing I can do for now. The technician writes on the order saying he is working in your site, that could be a pole on the street. I asked to talk to her superviser and she put me on hold for a long time. Subsequently, the phone went to automatic service status. I have to hung up and re-dialed again around 5:30 PM. This time the representative was very nice and she told me that the order was finished and the order was closed. She has to re-open the order and re-scheduled the installation on 9/3/2019.

Since the day I signed up for their internet service it has never worked well. My internet has consistently dropped up to 80 times a month. I always paid my bill on time and was very patient with them to resolve the issue. They came out numerous times to try and fix the internet but it never got fixed. Recently I tried getting a hold of them numerous times and all I got was a computer message saying there was an outage in my area. When disputing the last three months of bills that I refuse to pay because I don't feel I should pay for a service that I was not recieving I was told I still had to pay for the phone service which I do not use that I was told I had to sign up for with the internet service. If I knew I didn't need to have a phone line I would have never signed up for it. I do not even own a home phone. I have tried numerous times to get my account history to see exactly how many times my internet has dropped every month since the day I signed up but they just keep transferring me from department to department till I get fed up and just hang up. I feel I was lied to and was not provided a service that deserved to be paid for.

I opened my home door to a seller advertising Frontier services on Friday, May 17 2019, after discussing prices and deals we were set for system installation on Saturday, May 25, 2019. No one showed up for the install and after not receiving a call or anything I contacted the representative telling her that I was very disappointing and wanted to cancel the services she agreed and told me that she was going to proceed with the cancellation. On May 28, 2019 I received 2 boxes from Frontier with cable equipment, contacted the representative and she is no longer with the company, apparently. I contacted costumer service and was told they were having technical difficulties and to call back later. On June 7,2019 I received my first bill for 196 even though our monthly fee was supposed to be 110 plus tax which is not relevant, the issue is that I had cancelled the service and was still getting charged for a service that was never connected, I have called Frontier multiple times and they keep giving me the runarounds, my bill is now at 354.38

I've been a customer of Frontier for 6+ years, and have always paid my bills on time. On 7/26/19, I contacted Frontier to have my service disconnected.I was going to be moving.The bill I received was for service period 7/21/19 - 8/20/19. They told me they couldn't prorate the bill so I would have to pay it in full, even though I wouldn't be using it. I paid the bill in full and on time. They mailed me a mailer to return the equipment, which I did. The service was disconnected on 8/19/19. Today (8/27/19) I received a bill from them for $9.99, no tax or anything else. The explanation of the charge was listed as Broadband Processing Fee. I called Frontier and they explained it was a disconnection fee and that was that, They didn't want to hear anything about it. I told them I was going to file a complaint and they said ok. Obviously they were not going to do anything about it. No where on the bill or previous bills does it mention a charge for disconnection. When I called to have it disconnected there was no mention of a fee. So I've paid 3+ weeks for a service I was not using and $9.99 to have it disconnected. I feel if a company can charge in advance they should have the capability to prorate a bill and that a disconnection fee should be relayed to the consumer. I have good credit and do not want this $9.99 to affect it or my ability to get service in the future. But I also do not think I should have to pay it. It's not right and it's stealing.

We've had multiple billing issues with this company and are clearly being robbed. We have bank statements proving that we pay our bill each month. Finally, we got a 1 page bill in the mail for an obscene amount of $992. We were turned off yesterday morning so we contacted Frontier.The "Supervisor" in collections Stephanie badge # *** was zero help and kept referring to the month of March.How is that possible when we paid April and there was no service issues, May no service issues, June no service issues.Then she tried saying that there was a return payment of almost $800 which is not on our bank statement. She stated that we had payments set up that were NEVER setup by us. We've gone weeks without a house phone because of their service issues. Our internet is definitely not the speed that we've been paying for. There's just way to much stuff to type and with all due respect, is quite infuriating. My 12 year old son was diagnosed with a rare heart condition called Hypertrophic-Obstructive Cardiomyopathy and access to both a landline and internet for video conferencing with his Pediatric Cardiologist, who is in Boston, is very crucial. We had *** before this and only switched to Frontier because they literally knocked on our door everyday for weeks. Their sales pitch was that we were in a perfect area near some sort of booster which could feed other houses so our house was perfect for their company. They told us that we would pay $99 a month for the same triple play that *** was giving us for twice the amount. The lie detector shows that that was a lie! How they could just shut someone with a medical condition off without doing a proper investigation seems quite unethical.

The service line for my Phone/TV/Internet was cut by a contractor last friday (8/23/19) and Frontier is refusing to arrive until two (2) weeks. I was told they would arrive on 9/7/19 to repair; but that I didn't have to be there because it was the outside line. Approximately one hour ago I received text that I had to be home on 9/7/19 for them to repair problem. THis is totally unacceptable service. I work from home and my business is totally down due to this line cut. I have informed them of my urgent need for this service (specifically internet) and yet they refuse to accommodate my request of repairing the line prior to 9/7/19. And in no way should I be required to be available at their demand. They need to repair/replace the cut line outside NOW.

On January 30, 2019 there was a outage in our areas with Frontier. We had no internet from January 30-April 10, 2019. Frontier received payment because of Autopay. I talked to multiple people at Frontier and they wouldn’t issue us a credit. We contacted our credit card company and they went after Frontier for our credit. Frontier has now sent a credit collection service after us because Frontier is trying to get us to pay what we had coming as a credit.

Frontier has consistently demonstrated a lack of concern for this customer. At times when it was critical to communicate with this customer (myself), they did not. They did not accept an appropriate level of responsibility for their lack of organization and communication. There are several occurrences that this customer could comment about, however, will share the most recent events. Installation for internet service was scheduled one month in advance, and payment was received by Frontier, yet the internet was not, and has not been installed. After this customer reached out to Frontier customer service, it was revealed that internal "policies" would not allow them to perform the installation. The previous home owner had not cancelled his service. However, the previous owner did in fact cancel his service on the day closing. Various reasons were given by Frontier for no installation. This customer was informed AFTER the scheduled installation that the requirements were not met in order to perform the installation, ie. sufficient time after cancellation from previous owner. The service order for installation was canceled by Frontier two days before the installation was to occur, without informing this customer in any way. This customer called one day BEFORE the scheduled installation to confirm that everything was ready for the installation. This customer was assured that everything was "go" for the install the next day. The installation was cancelled the day BEFORE this customer's call.
It is required that this customer be present at the installation location in the time scheduled, which was 8am-12pm in this case. No one came during that time, which prompted this customer to call Frontier, who, during the coarse of the conversation with four different individuals, including two department managers, informed this customer of the cancellation that took place two days before. No reason was given for the lack of communication. This customer was also informed during this conversion with one of the managers at Frontier that apparently someone HAD called this customer at 11 am and left a voice mail indicating that they would not be arriving. This was not true. No call was received, and no voicemail left. Why would Frontier call at 11 am on the day of the scheduled installation to inform the customer that the technician would not be arriving when Frontier cancelled the order two days before? This customer has experienced this type of customer service in past issues as well.
They refused to dispatch a technician sooner than four days thence. After much conversation, Frontier remained determined and set an installation "due date" of August 27, 2019, today, from 8 am to 12 pm. That time has expired with no technician and no installation, and no communication from Frontier. This customer attempted too call a direct number that one of the managers had given him the week before. There was no response, not even a ring. The extension was complete silence. This customer then called customer service. The representative, although pleasant speaking, did not understand why the installation did not happen today. She forwarded the issue to the "escalation department", which was supposed to call this customer back within an hour. That time has passed. She indicated that she would call me back within an hour and a half to insure that the call was placed, however she has not called either.
Unfortunately, Frontier Communications is the only internet provider in the area capable of the speed needed in this residence. This customer cannot trust Frontier representatives in any regard. This customer has received apologies from each representative who has spoken, but nothing is resolved. Frontier has received everything from this customer to complete this task and yet has failed to accomplish it. They are responsible for a day and one half of lost work from their customers with nothing to show for it. Since the installation has not been completed, it will require additional work time missed. Frontier must take responsibility for the lives they have affected due to their negligence and lack of customer concern.

I called last week for them to send me a box to mail back their router and now they sent a letter stating I would be sent to collections if I didn’t pay for router. I called today and Frontier wouldn’t speak to me about Bill because my husband is on Bill even though last week they told me not to worry and they would send me a box.