Frontier Communications

After receiving countless flyers of advertisement from Frontier Communications I decided to place a call and possibly take advantage of their offer. on August 20th 2019 I ordered internet service from Frontier. Below is a copy of the original confirmation of services ordered. Today I received a call from a frontier representative and was told that the internet speed ordered is not available due to not enough ports and that the internet speed will be much slower. 6MBPS. After waiting 34 minutes on the phone and talking to a supervisor I was told there is nothing they can do.

The original confirmation is as follows:

Please take a minute to review your order below.
Review your order:
***

Installation Date:
08/23/2019
Prepare for
Wiring Install

Arrival Window
08:00 AM - 12:00 PM

Services Ordered
Vantage Internet $34.99
Premium Internet 90M Tier
Router BB With TV $10.00
Amazon Prime Offer Ind $.00
Frontier Mail - Standard $.00
$100 Gift Card Offer $.00
Estimated Taxes and Other Charges

State Taxes and Other Charges $4.26
Estimated Monthly Total $49.25
One Time Charges
Equipment Delivery and Handling Fee $9.99
High Speed Internet Installation $40.00
Estimated Partial Month Charges (3 Days Proration) $4.92
Total One Time Charges $54.91
Estimated Next Bill Total $104.16

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Services are subject to applicable taxes, surcharges, and partial month charges, which are estimated above based on your bill cycle and scheduled effective date. Estimate is subject to change based on installation date, changes made after initial order, duration of discounts, usage, balance, adjustments and/or installments. DISH services are not included. Maximum speed for service at your location may be lower than the maximum speed in product tier. Service speed is not guaranteed and will depend on many factors.

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Copyright © 2019 Frontier Communications Corporation, 401 Merritt 7, Norwalk, CT 06851.
All Rights Reserved. Frontier Communications Corporation is committed to maintaining the integrity of all our telecommunications systems. To achieve these goals, we observe and enforce the Terms and Conditions available for review at www.frontier.com/terms/

RI-NFDV-V28

I feel this was a bait and switch attempt at sales. now I need to call my outrageously priced internet provider *** and get connected again. What a waste of my time.

I started with Frontier internet service in January 2016 and the bill stayed the same at $39.99 every month. Then after repeated calls in April 2017 they got me to add FIOS TV service for at total bill of $133.65 but this amount continued to climb by about a dollar some months until March 2017 when it rocketed to $188.86. When I first agreed to add the TV service I was told that this introductory price would be renewed if I called to get the discount again so after a couple of month I finally got the bill adjusted to $138.43 and it stayed that way until Feb 2019 it went up to $141.13, the $145.11 in May 2019, the to $152.19 in July 2019. At this point I call Frontier on July 5 2019 and have a lengthy talk (45:43 mins) with the agent to get the price adjusted and was told that my bill going forward for the next year would be $124.19 plus taxes which I agreed to. Confirmation number ***. Then on Aug 3rd I get a new bill for $283.04. I immediately called Frontier and after 1 hour and 6 min conversation I was told that they could not honor the price I was quoted of $124.19 because the agent had made a mistake, so begrudgingly I agreed to a new price of $150.99 as I felt I was trapped. After talking to some friends I decided I had to sever my relationship with Frontier after being LIED to on more than one occasion. On Aug 8 2019 I called and cancelled my service and asked for an adjusted bill but was told there will be no adjustment and that I owe the full $283.04 even though the billing cycle is from 8/1/2019 thru 8/31/2019. I believe I should owe at the most for 8 days and at the $124.19 cost I was quoted. The cancellation order # is ***. MY account # is . Frontier was also billing me for what they call triple play which includes Phone, TV, and internet service, but I never had any phone service with them.

We recently received a letter from Frontier stating that our plan provides us with 3.0 Mbps and our download provisional service is 3.712 Mbps. THIS IS pure hogwash!! *** have an app that determines our Internet speed and it is showing between 384 to 830Kbps, not even a full Mbps! We live in the outskirts of Bloomfield less than 3 minutes from the town proper. The hub for Frontier is within our property line and we have this *** poor service! To top it off, the company is charging us $130/mos.
The main fact that we are charged for a service that this company cannot improve on or properly provide is outrageous!
We tried other providers and either they are equally the same or unable to provide us the service due to lack of infrastructure.
We(as customers) are relying on Revdex.com to mitigate and if needed file complaints against these companies that are fleecing their customers for unreliable & *** poor service!
Thank your time and attention!

This company has been a joke for years, but this summer has been inexplicable awful. This summer this company has been accepting new customers in my area with promises of faster internet, but fails to tell the people when they will get this faster internet. Instead of offering slower speeds of internet while people wait for the faster internet to be ready to be installed in houses, they figure that us people would be better off without internet for months, sometimes more than a year even, before they finally get around to upgrading your area (which makes sense since you go that long without internet sometimes even when you do have internet installed by them). While talking to an account manager earlier, she mentioned that people have been waiting on getting internet installed for 9-10 months and still have not received service. That to me is mind blowing that a company thinks that something like that is even remotely okay. This summer it took the company 5 no call/no show appointments before I learned that frontier was waiting on the new lines before installing my internet, and then refused to give me internet that I’ve had installed in the past 5 years of doing business with them during my unknown wait time. Each appointment had a 2-3 weeks wait after the last one with no explanation as to why this was happening, even after having to call customer support to figure out when my next appointment would be since the technicians didn’t have the decency to call me any of the 5 times. Their wait times in this area have been horrendous as well. An elderly family member with life alert set to frontier’s service lost their internet and phone, and was given a wait time of 3+ weeks. For normal internet troubles, a wait time like that is barely acceptable, but to make an elderly person wait that long when the service being down could be detrimental to their lives with no contact to the outside world in case something goes wrong is just unethical. It took multiple calls by family to get them to send someone earlier than scheduled. It’s been made clear by the company that they genuinely do not care about their customers and it seems like they refuse to change their ways. As someone with a business degree, it is puzzling as to why this company has been able to operate so inconsiderately and poorly for this long. The Revdex.com has rated them an F and most of their customers, like myself, are forced to use Frontier communications since they hold a monopoly in some areas, like mine, on cable based high speed internet. It is sickening to us that we can be treated so poorly and I will be encouraging more people to formally complain since my social media feeds are always full of complaints from other locals who are fed up with this terrible company.

I cancelled services due to dissatisfaction with Frontier on June 21st. My bill was paid through June 2019. On July 22 I got a bill for 10.97. I didn't think much of it and kind of forgot about it. I got another bill in August and intended to call them to discuss it. So today on August 20th I called customer service gave them my account information. (951-742-7134) and asked about the bill. They said it was for disconnecting the router. I said I wasn't aware that it would cost money to stop services. I asked about the remaining billing cycle days from 6/21 to 6/26 and she attempted to credit me but then said my account had been sent to collections. She connected me to the collections department and I asked them why I was in collections already when it had barely been 4 weeks since the first bill. She said she would connect me with the collection agency because she couldn't help. Then discovered that there wasn't even an agency listed for collections yet. She then sent me back to customer service telling me she would have them credit the account and take care of it. When I got back to them they said they couldn't do that. I asked for a supervisor at this point (45 mins into the call) and I stated that this should never have been sent to a collection agency. The rep stated he would get me supervisor. After several minutes he got back on and said the supervisor would be with me shortly. I waited on hold for another 47 minutes before becoming disgusted and hanging up.

I cancelled my account in Oct/Nov 2018. I recently found a erroneous account on my credit report. Apparently Frontier fraudulently left my account open and then sold it to a collections agency, despite the fact that I closed the account. I now have a negative account on my credit report. I have been unable to contact frontier about this, the chat option on their site is consistently offline, they have no email contact, I have waited on hold for upwards of 30 minutes multiple times only for an agent or their automated system to hang up on me. I've tried scheduling a callback, but always get an error both online and on the phone.

Since June I have experienced lack of telephone service and now no internet as well. Frontier cannot seem to confidentially keep my service running without any interruptions.

I had internet service with Frontier communications and at first it was good paying for speeds up to 100mbps and actually getting around 90mbps, I had no problem with service for the first 6months. It began to become slower and slower over the next couple months and speeds were only reaching 6 to 7mbps, the service was horrible. I called in several times and over the next few months the problem was so called being worked on however my speeds remained at the lowest of all times and my bill remained the same. I called in to cancel my services. I had to call in for four consecutive months before my account was finally canceled, however I was still being billed. I was told that my account would be credited and I would not have to pay the remaining balance. (one rep actually told me that I would be getting a partial refund for prior money received) the services finally were cancelled and I was sent a final bill in the amount of $120.66 with a threat of it being sent to collections. I should not have to pay this bill. I wasn't getting the services that we agreed on at the beginning of the contract. it is not fair this is stealing from customers.

On 8/20/19 I cancelled my services with Frontier Communications after initially transferring my services and receiving a confirmation, only to have them call back 3 days later & tell me they don't service the area I moved to & that I'd have to find services elsewhere. Lisa [***] of the Frontier Communications escalation team took the 08/20/19 call and canceled the service as I requested and after she had done so, while placing me on a 1-2 minute hold, she returned to the line and advised me that there was no prorated bill despite me cancelling before the billing cycle was up. Then she informed me that there was an additional 9.99 "broadband disconnect fee" and lastly that I was in some promotional period & that it would cost an additional $51.61 because I did not keep the promotion for 2yrs.

I have been a Frontier customer for over 5 years, I move from *** in January 2019 after residing there for 14 plus years and was a Frontier customer for more than 2-3 years when I move in January 2019. I called Frontier to transfer those services to my temporary address***L. However, their rep messed that up & instead of transferring service like he said he did, he'd actually opened a new account instead. This had been an issue I dealt with for some time and it seems to have reared its ugly head. I was assured by frontier after over a week of calls that this issue was resolved & now their asking me to pay for their employees mistakes. There should never have been new service setup, just a transfer of existing service, which is advertised on the company's website.

Again, let's remember it was Frontier that called me after another of their representatives informed me that my services would be transferred to my new home only to receivea call from a young lady in their operations department 1 day before they were supposed to come out and transfer the service. This young lady instead advised me that they couldn't service my needs because Frontier doesn't service this area & that I would need to find internet services elsewhere.

I should be receiving money back as my bill is paid through September 3, 2019, and I shouldn't owe any cancellation fees 9.99 or promotion fee 51.61, since I never agreed to or should have even been place in some promotion., The error here belongs solely to Frontier and its employees.

Frontier continuously makes mistakes and then ask innocent consumers to foot the bill due, which is absurd. Please assist me in any way you can as this unethical behavior should not permitted.

I called to cancel my internet service with Frontier Communications on 6/7/19. The current monthly service period at that time began on 6/4/19 and I was advised the company does not prorate charges and I was responsible for the entire monthly amount. Even though I believe this is an inappropriate way to do business, I did make 3 separate attempts to pay this account. Each time I hit submit, I got an error message. I opted to wait for a bit to see if the payments went through anyway, and when confirmed they did not, I made an additional attempt. I finally called their billing number on 8/2/19 after I saw the payment did not clear. The automated service reported that my current balance was zero. I was able to reach a live representative and explained what I was experiencing difficulties in getting the bill paid. I was again told the account balance was zero due to a pending payment showing in their system. Again, this payment did not clear through their system.

Since my call to their center, I have received a bill showing that the company added a $10 returned check charge to the bill. I feel this is an inaccurate charge. The money has always been available in my account and I did not receive any notices from my bank that a charge was denied. Even if this is actually late payment fees that were mislabeled on the bill, I do not feel that I owe this because I have made efforts to try an pay this bill despite feeling that they should not be allowed to charge for an entire service period despite only using the service for 4 days. In addition, the reason I cancelled the bill was due to slow and unreliable internet service. I attempted to receive help with this prior to switching, but their service tech said the service I was getting was the best I could get. When told that I would start looking for a more reliable service, his response was "do what you have to do."

I have considered filing a small claims suit on this matter, but opted to start with a complaint through Revdex.com instead.

I have been paying $30 per month for internet and it hasn't worked for the past year. None of my devices work because the speed is so slow. I called them about this back in February and they did nothing about this. Pleas ehave them check the call log and listen to our recorded converstions. They thin just because im 83 years old and a senior citixzen they can take advantage of me to which they have clearly bbeen doing.

I havent been able to have proper internet for over 1 year. My daughter came over tonight to try and fix it as she is very tech savvy. She was able to connect but the speed is unbelievable. They are falsely advertising the speed.I know they have a tolerance but they are way below the tolerance. it is not in fact 15M/1M. It is much much slower. They gave me $10 retention credit to keep me as a customer but never rectified the issue. I want a refund for the months that I have been paying and I want better speed, and I should be upgraded. To be honest this is elder abuse in a way. I don't have that much income and can barley get by and Im paying $30 per month for a service that doesn't work. I'm furious.

I have been without internet for 40 plus days. I have had a technician come to house on three separate occasions and the issue is still not resolved. I had an appointment for 8/19/19 and no call no show pushed to 8/20/19 again no call no show.

Dear Sir or Madam,
I received my first bill that had charges for the internet router that I didn't need, & the shipping of the equipment which I also didn'y need. I asked for the charges to be removed and I was told as long as you have the service, you must be charged for the equipment that I don't have and don't need.

Acc# ***-5

The worst excuse for customer service in the last 31 days we have been out of service 27 of them. 3 missed appointments...not a good company any more.o

The only times I have had positive interactions with Frontier it has preceded them majorly screwing up my account. I think to myself, wow that was so easy. Then a few days later I experience thing such as: my service being disconnected six days early, my billing being incorrect, autopay being disabled.... And it often takes hours of my time over multiple days to get the problems resolved because whoever "helps" me just makes the problem worse. I wish I could give zero stars, I have never dealt with such an incompetent company with such terrible customer service.

This company should be reported to the FCC or whatever agency controls their business license to operate anywhere in the US. They are liars and cheats their customer service people are trained to sound sympathetic, empathetic and offer anything but resolution to your problem. I had phone service for 14 years with these people and when it was terminated due to the death of my girlfriend and I had it put in my name (cost me 92$ plus pay off old bill 65$) I am supposed to have digital long distance (goes with the phone service) but don't have it. Customer service has done nothing but lie to me. Now they want to send out a tech to check the phone (nothing wrong with the phone for 14 yrs.) and they will probably want to charge me for this service which is already included in my phone service. I have been 2 weeks dealing with sympathetic lies from these people. I gave 1 star simply because its the lowest rating.

Frontier Communications is an internet company provider who we have started a subscription. The company installed service on 7/25/2019 and dropped a line temporary above ground, the line runs through two of my neighbors yards, both of their drive ways, across our yard and our driveway. We were told this line would be buried within 24 hours. Today's date is 8/19/2019. We have contacted Frontier 6 times regarding this issue, each time to be assured that the line would be buried the next day, the average phone call duration has been 1 hour and 45 mins. Needless to say Frontier has not met their agreement. Understandable our neighbors are outraged and have stated they are going to filed a complaint with the city.

I’ve had to call them 4 times in the past 3 months due to billing issues they had someone else’s card on file for some reason and said I was not making payments o was on the phone for 3 hours about one issue and was hung up on once because the person in inidia said they did not understand me and were rude. I have not once heard from a supervisor after asking to speak to one multiple times. They still try and charge me late payments and have now shut my internet off 2 times and every time I finally get ahold of someone who isn’t completely lost they have to apologize and say the problem is on their end and it’s not my fault then insure me it won’t happen again. Obviously that’s not the case. This has been the biggest headache and worst customer service experience I’ve ever encountered in my entire life

Initial install was set up for self-install, couldn't be done & tech had to come out. Out of service for 5 days. I called a week later to adjust billing and add 2 phone lines for my new business as well as an upgrade in internet speed. When tech came out, he didn't know he was doing a phone line. After he completed installation, I asked about where to plug in my second phone line. He said there was no work order for second phone line so I'd need to call in. I called in and spoke with an agent who tried to get me to do a credit check, charge me a security deposit. I asked to speak to a supervisor & did after waiting almost 2 hours on hold. I explained all the issues we had, that if someone else needed to come out, I shouldn't need to pay for this tech visit. I was told by Bridget that this was a non-negotiable fee. I asked what she was going to do to make this up to me and she said nothing. She then scheduled a second tech visit (my third total). She then transfferd me to tech support because my internet speeds are worse than they were before. All of a sudden, she said "What's this phone number?" I explained it was my new phone number and she explained she had just undone everything they had done beforel

I called in July and wanted to switch to just internet. I was told I could not do that, I had to pay a $75 service fee, an agent would need to come install it, and I would start as a new customer. This was done, and I was told my internet would be $58 month. I have yet to receive a final bill for phone and internet, I see NEW customers pay $37.99 for what I'm paying almost $60 & when the technician arrived he stated there was no need for him to even come out as I already had everything in place & modem could've been mailed to me. I also do not have internet at this time. Since I'm a new customer there is no past due amount yet I have a feeling my service has been disconnected.