Frontier Communications

I called Frontier to ask questions about starting internet service with them, a sales person (Corey) made multiple claims on 8-5-2019 to get me to sign up for internet service over the phone. These included a $100 *** card, free *** for a year, price locked for life,and no install fee or equipment delivery charges.The first bill showed charges for installation and equipment delivery charges ($84.99) that Corey specifically said were being waived. I called the customer service and spoke to Katy on 8-14-2019. She said all of the above claims Corey made turned out to be untrue and "against company policy" so she could do nothing about it. These calls were supposedly recorded and should support my claims.

Frontier billed me for *** services AFTER I unbundled, have been calling Frontier's Customer Service Reps since 04/06/2019. Have been lied to numerous times, have spent over 15 hours trying to resolve. Last phone call was on 07/29/2019 where a "Supervisor" Douglas, assured me that it would be resolved by 08/06/2019. That if I did not receive a call by that date the credit of $143.99 would be issued to my account. Not only has it not been credited they have now added late fees and reconnect fees. Also after being told in April that a dispute had been filed I am now being told a dispute wasn't filed until July, and it takes 90 days for a resolution, even after numerous calls and many reps telling me it was filed. I have paid my internet bill (which is all I have with Frontier) every month.

I have contacted Frontier communications to cancel the internet service I've had with them for years, at least 3 or 4 years or more. But each time I call them they say they are going to cancel the service and then again I get a bill the next month. I called in June, I payed for the month of June to zero the balance in the account, but they are still charging me. They are liars. I just don't know how to cancel this damned account. Can you help please?

I would give a 0 star rating if I could. I asked if service was available at my new homes location and was told that it was so we signed up. I was told we had to wait 2 weeks before installation could be done and we said ok. The tech was supposed to show up at our house between 8 and 12 which he never did. At 2 my wife called and we were told that they had no notes on the tech being at our home and he should be here by 5. He never showed and after 3 more calls 2 of them 5 min apart they magically had notes that said he was at our house and we had no ports available. This supposed tech never bothered to stop and tell us we couldn’t receive service and yet a person in Virginia knows that he showed up at my home. I live in Illinois by the way. They didn’t have an answer for their poor service so they made up an excuse why we can’t have it. I guess I should work for frontier and collect a check for not doing anything or showing up at properties. I can just make up excuses why they can’t have it.

If I could give zero Stars I would Frontier is the most unprofessional company I've ever had to deal with! When they took over the other cable company in my area a few years back I dropped them because they wanted me to sign a contract and triple the amount I was paying with the other company and their customer service reps are rude and unhelpful. On July 19th a Salesman for Frontier was going door-to-door trying to sell their business when they came to my door. I told them we dropped them a few years back due to poor customer service and the amount they were charging. This salesmen promised me that they had worked out all the Kinks since they had taken over from the and had gotten rid of all the bad customer service agents and things were now running smoothly. I told him he would have to speak to my fiance to come back later on which he did about four hours later around 7pm. He tells my fiance that they had a great deal on internet service( that's the only service we were looking for and really need it) that we could get internet for less than $60 a month plus for signing up we would get one year of *** free and $100 *** gift card if we signed up that day. My fiance figured with everything he told us it was a good deal and hearing that the customer service had changed we would be happy. They came out the following week to set up our internet service and we were told that it wouldn't work because there was a bad line that they would run a temporary line and then come back in a few days and bury a new line. Well over a week went by from the time the service was set up and the temporary line was put down and my fiance told me to call Frontier to figure out how to access the free *** that we were given in our contract and to find out when the line would be buried because he didn't want our kids tripping over it. I talked to a gentleman who tells me he could only tell me about the line and he would connect me to somebody else about the ***. He tells me that he didn't see anything on my account about the line getting buried but he would look into it, so I told him I'd call back the next day to find out the information. He then transfers me to someone else about the *** thing, The customer service lady that I spoke to tells me that I should have received an email with the code for the ***. I explain that I didn't she asked if I checked Spam folders and my junk mail and I said yes and then she tells me that they'd been backed up and she gives me a code for the free prime. The following day I'm outside and a truck pulls up, apparently it was the guy who was supposed to be burying my line he must have been contracted out by Frontier because he wasn't in a frontier vehicle and didn't have a frontier sign on his vehicle. When I seen him it reminded me that I needed to use that code for our ***. I went to get the paper that I wrote the code down on and realized it was gone. So I contacted Frontier again and I was given another code. Mind you the guy is still outside trying to bury the line in my yard, he trenched maybe 10 ft and then I heard him say to his helper he didn't have enough line that he needed 140 ft and only had 137 feet then he left. After he left I tried to use the code for the *** but it kept saying invalid, so I contact ***. *** tell me that its because I already have prime that I can't use the code(I had a little less than a month on my membership at the time) the *** customer service representative told me if I wanted to use the code I would have to end my membership that I had left then use the code to begin the new one-year membership and the code would Work. So I did everything she said and tried to use the code again and it didn't work still saying invalid, that's when a *** supervisor got on the phone. The supervisor asked me how many digits the code was I told her it was 13 and she told me the codes for that had to be 16 digits long that I needed to contact Frontier. I contacted Frontier on their chat while I had *** on the phone and the rude Frontier customer service girl told me that I didn't get *** I only had the $100 visa Gift card with my contract. I had explained to her that I already had been given two codes that didn't work and it was clearly written on my contract that the salesmen wrote up and she said even if I did have *** free for year I wouldn't receive the code for 90 days. I then copied & pasted Frontiers policy from the their help Center on their website into the chat that stated if you got *** as a promotion you would receive the code within one week of receiving your service. About 5 minutes goes by and this customer service rep does not respond back and then just ends the chat. I explained to the *** supervisor what happened and she asked me to call Frontier on three way so I do. During the hour and 18 minute call with Frontier, me, and *** I'm told again that I am not getting the *** free for a year and she didn't see it anywhere on my contract. The *** supervisor spoke up and said it's written right on her contract I've seen it myself that's why I'm on this phone call. The salesmen told them they would get *** free for a year and $100 *** gift card if they signed up which they did and it's written on their contract. The frontier lady says if they were to get that they wouldn't get the code for 90 days from the first bill being paid. I asked why did their help center say that we would receive it within one week of installation and if we didn't to contact them and why had I already been given two codes. The *** supervisor even repeated the same thing I did and the customer service rep just kept saying they don't get it. Both myself and the *** supervisor asked to speak to a supervisor and We were told there was no supervisor for us to speak with. This was the second time by two different Frontier customer service Representatives that refused to let me talk to a frontier supervisor. I then asked for the telephone number and email to corporate and the Frontier customer service representative told me she could not give out that information that I would have to get it from the supervisor that they wouldn't let me talk to. I finally just ended the conversation with the frontier customer service rep tell me a supervisor would contact me within 24-48hrs which never happened. The *** Supervisor was so aggravated at the way I was being treated and how the whole situation went she contacted her head boss on the issue. The next day I posted a few things on social media trying to get someone higher up in the frontier company to speak to me since I was getting refused by their customer service Representatives and that has gotten me no where. I called again the following day to find out when my line was going to be buried and again they told me there was no schedule or information and they didn't know when someone would come out. So I spend 4 days(Monday-thursday)trying to get answers about my line being buried and the *** prime to get no where. I also called the salesmen who signed us up after all the calls to frontier and he told me that, YES we were to get the ***. On Friday I had to go out of town, I left Friday afternoon and came back Saturday afternoon, when I came back Saturday afternoon I realized the line was gone but it hadn't been buried. The line they told me that I had to have to make my service work was gone wasn't buried and since that line has disappeared my internet is constantly dropping and not working like it was when that temporary line was in place. Frontier will tell you what ever they need to for a new contract, even if it means breaking their own contract. If a customer was to back out of their contract it would be a different story. I think it's wrong that their customer service treats people so badly and frontier thinks it's ok. I'm not happy at all with the whole situation.

Terrible business, they have not shown up at 3 appointments at their scheduled times to install my internet. They have wasted so much of my time.

They do not have customer service, the pass you on to the next person until you get so fed up with them that you hang up. I have been fighting with them for 3 months!!!!

This company doesn't have any idea what area it has coverage in.
I spent some where between 8 to 10 hours on the phone trying the get FIOS in my home. My area had coverage and I even did an engineering discovery ticket to make sure that install was possible. My address was approved and I ordered service, then the runaround began. Ultimately... my area is not covered by fiber, even though I can still call sales and my next door neighbor can have the service installed.
I was even given the phone number for the "office of the president". That was the most useless escalation line I have ever experienced.

In 2018 I canceled all the services I had with Frontier Communications after several unsatisfied incidents. I was double charged for old equipment taken by their service technician upon upgraded replacement. I paid the charge, I returned all my current equipment to their physical store location and confirmed a full cancellation of services. Soon after I moved residence and would receive periodic emails notifying me of a credit I had with the company. Assuming this was a marketing tactic and me dissatisfied with their service, I no longer wished or needed their services; I disregarded their email.
A year later I receive a Bill for 200+ dollars. I have not lived in the location or used their services since I cancelled and returned all of the equipment. Over the last few months I have called several times, explained the situation, and each time I was informed that my account was never cancelled, only placed on vacation, and that I would get a manager call back to reverse the charges since no service has been provided for over a year.
I have never spoken to a manager. Frontier refuses to cancel my service and is consistently extending their "investigation" time.
The last time I spoke to a representative, I was recommended to pay the charges and wait for the investigation to be over with the hopes the it ends in my favor, but that there was no guarantees. I was informed that if I do not pay the charges they will be sent to collections despite the dispute and ongoing investigation.
All representatives have ensured me that every phone call was recorded but that only a manager can listen to the call. In today's most recent call I was informed that it takes about a month to retrieve a call and that calls are only stored for 3 months. Those calls have evidence that a representative has promised to cancel and reverse the charges, but never did.

Called on 26July to get service & was told then I’d receive amazon prime free for 1yr & $100 free Amazon gift card- 02Aug technician came & we were told we’d have to have a line dug before service cld be installed, so 12Aug the contractor came and dug line & service tech was scheduled to come between 1-5
I left work 4 hours early to have him cancel on my way home because the line had not been dug yet, well I get home and my neighbors tell me a line was dug this AM around 0830-0900?!?! So I try to call tech back and leave messages and then tried him again this AM, 13Aug. He told me yesterday that he’d be calling me back yesterday or this AM with a new date/time for the service to be installed. So I call the main frontier# this evening and the technician has totally cancelled my order?!? So I have to get a new order put in and now I’m no longer able to get any promotions?!?! Each time calling them I have been on the phone for over an hour and half and I’m not asking for anything but the internet- I live in a rural area and Frontier is the only service in this area or I would have cancelled from the very beginning- I’m giving false promotions so I’ll sign up and then nothing is being done when I ask they said that since they are having to place another order I can no longer get that promotion?! Pls can somebody please help me with this freakn ripoffs!!! Thanks so very much for your time

Set up to receive service at my business location. Couldn't get to me for 3 weeks. No problem. Close shop on day of service to be set up. Pay front desk to be there. Service time was from 9 am to 1 pm. No calls no one shows up. Then change time from 3-8. No call no show. Reschedule me for 4 days later between 1-5pm. No call no show. I call customer service was repeatedly hung up on. Finally talk to someone was told my appointment got pushed back again to 3:30-8 pm. Its now 7:37 pm no call and no show. If I opt out of service I'm charged for year long contract. No one else offers internet in my town. This company is a joke!!! And now I'm at their mercy. Bad thing is I've already ordered business cards signs flyers all with the number they assigned to me when I set this all up. Ridiculous. I'm contacting newspapers and news stations as well. No one in this town can get anywhere with them

We pay for the best WiFi package they offer for our area and we do not receive half the speed they advertise

This is regarding my over charges bill by Frontier communication. I explained blow

On April 19, 2019, after 20+ years of using Frontier, I closed both my internet and telephone number. On April 24 I verified with Frontier my account was completely closed, I did not need to return the modem. On May30 the account was paid in full. Then on May 10 I got a bill for $51.30 for a new internet number () which I had never authorized nor would I have because on April 18, 2019 Spectrum internet was installed at my home. When I called Frontier, I talked with Andrea who said this was an internet number that they just automatically gave me and should not have been opened. She ensured that this account was closed. Then on June 10 I got another bill for this bogus internet number, this time for $34.85. On June 20 I talked with Maritza at Frontier and she again apologized. She said the reason I received this bill was because I hadn't gotten a confirmation number for the cancellation (#***). So, as of June 20, this was COMPLETELY CANCELLED as per Maritza. Again, on July 7 I received another bill, this time for $34.33. I called and this time talked with Jordan. He told me that Frontier always sends out 3 bills after the accounts are closed and now there is $0! Yesterday I received a bill dated August 6, 2019 where I have been threatened that my "account is past due in the amount of $34.33". It goes on to say 'your failure to respond to this debt will initiate additional collection proceedings...late payments, missed payments,......may be reflected in your credit report. I just today talked with Kessie who told me that they can't do anything at the call center (where I have always called) so she said she put in a dispute claim.

Horrible, I was supposed to have service installed on July 29th. After waiting the 4 hour window, nobody showed up. When I chatted with Frontier, the guy told me someone was on the way. Then an hour later I get text saying my appointment date was changed. I had to change that appointment since I was out of town.

On August 13, I waited during the 4 hour window and nobody showed up. When I called to complain, the lady told me some mumbo jumbo about the wrong piece was ordered and the soonest they could get someone out would be Friday. I asked for a 1 hour window so I wouldn't have to take another day off from work. She couldn't do that nor did she have a supervisor available for me to speak to. I'm not sure how they are still in business if they won't bothering hooking up new customers.

I left Frontier because they do not handle satellite internet, which they sold me more than 5 years ago. I signed up with no contract. Since that time they broke some sort of an agreement with *** not. My internet has not worked properly since last winter. Two repairmen from Frontier told me they do not service satellite and to call *** net. Now they are charging me 200 bucks for breaking a contract I never had that apparently auto renews every two years. I have also asked for some sort of reasonable credit for internet that didnt work for months. I also have a box of equipment that the *** people say they will want back for Frontier. Frontier sent a return box with a blurred bar code that the *** store machine could not read. One Frontier guy said a new label was on the way, the guy yesterday said they didnt want it and could NOT send a label, so I have a box of stuff I dont want.

Two months ago an electrical storm struck the cabin area
where I live. The modem was fried, would’nt even turn on.
Frontier Communication sent me a new modem, Great Job!
This is where the nightmare began. The new modem never
had the internet light active. After 2 months (being billed)
I do not have service. I got on the phone with at least 20
people on the phone, none who could access my previous
notes. Let’s go thru the laundry list of what I’ve been going
through - There’s a wrong address on your accout, Your
account has been cancelled, We sent a Ping and your line is
fine, What kind of Modem do you have (5 Times), What’s your
name. Whats your phone #, Please hold (at least 40 times)
I don’t see an account by that name, Ok we’ll make you a new
account, next call I don’t see an account for that name sir. No
one could find any notes, and I know they’re there, the rep
told me they would save them. We need to have a number
for the Service call to call, One more time - There is no phone
with out the Internet! Yesterday I pleaded, Can’t you send me
someone to just check the pole and box on the cabin, you
don’t need me to check if there’s a signal, OK that will be a
month from now. I have been dealing with this an now I’m at
the back of the line. So now 3 months being billed, no service.
I need internet phone! I have Type 2 Diabetes, Severe high blood
pressure, Knee replacement issues, and early onset Macro Eye
Degeneration Eye issues I Need a Phone!! What happened to the
Great Guys that put the internet in! I have had great internet
for years WHAT HAPPENED!

Internet has been out since July 26th at our vacation rental property. I was told the 1st available appointment was August 13th. I told Frontier that was too far away and they said the only day to get it sooner was to schedule it that day and have them call me when a time opened up. I told them I live 1.5 hours away from the house so it would need to be a weekend appointment if they called earlier. On Wednesday the 7th I received a text at 4:16PM to remind me about my appointment that day from 4:30 to 8PM. I never had an appointment that day. I called them and was on the phone for nearly 2 hours explain the situation about renters not having internet or phone (an M-cell is hooked up through Frontier Internet). After 1.5 hours we were disconnected and nobody called me back. I called them again and after being put on hold for .5 hours I was told the tech department was closed. I was promised I would get a call back within 24-48 hours...not one call back. Since I was assured during those calls I still had my appointment on the 13th I decided to just wait for the appointment on the 13th. My sister-in-law was in town with her kids and was willing to go down to the property to wait for Frontier. I called Frontier at 12:06 PM today (per Frontier the appointment was from 8AM-12PM) and was told they would not be able to make it today because of a lack of technicians in the area. I was now rescheduled for the 26th of August. They never called or texted. No communication at all.

On May 23,2019, we contacted Frontier to cancel our service primarily because of the poor customer service we had been receiving since they took over from *** cable service. We had already contacted *** to begin cable service with them. We have the billing statement from *** confirming the date of service commencing on May 23. On June 3, (11 days later - an example of their typical service) we received a cancellation confirmation from Frontier. A few days later we received a bill from Frontier (dated June 2, 2019) for $177.62 to cover service for the month of June. We ignored it assuming that the cancellation had not been processed timely enough to stop the bill from being sent. We subsequently received another bill a month later showing a past due amount of $177.62. We then called Frontier to confirm that we did not owe for June since we cancelled ou service on May 23. They told us they would put in a request to correct the error & call us back to confirm (did not call us back). We then received a letter dated July 27, 2019, stating that we still owed $177.62 for June service which must be paid by Aug 7, 2019, or they would initiate collection proceedings. Upon receipt of this letter, we called them again, and again they said they understood what happened & that they would process a request to correct, & notify us when this was done. Again - no reply. We called them again only to be told their "system was down" and we would need to call back. Our 4th call was placed yesterday, August 12, 2019, we were told that our account had been sent to collections! Really! Keep in mind that each call kept us on the line for at least 30 minutes or more mostly "on hold". After all of our efforts, which would not have been necessary if they had just processed our cancellation in a timely manner, nothing was done by Frontier to correct their error. All we ask for is that we not be charged for service that we did not receive! Too much to ask apparently! Please assist us in this manner as soon as possible, as we do not want our credit to be negatively affected. Thank you in advance for your assistance.

We switched to Frontier Comm service (phone+internet double play) in mid-June, 2019, in response to a knock on our door. The guy said we have this promo going on and there is no contract so it's all going to be an easy transition. Both my wife and I asked again before we signed up for their service, "there's NO contract and if we're not happy we can cancel any time with no early termination fee of any sort, right?" He said, yes, that's right. We went ahead with the switch from our existing company to Frontier's double play service. It took a while for them to get the install done (end June) and hook up all our devices, one of which was Solar Panels Communication to the computer. The installer did not hook up the cable to the router/computer, with the result that the communication between our Solar Panel Inverter to the monitoring App broke down. We called Frontier several times to get this fixed, but to no avail. Frontier refused to come out to have this problem fixed. At times we had long wait times and even when we finally transfer to an agent, the call would drop, so we needed start all over again. Then we called Axium Solar, the company that installed our solar panels to get it fixed for a charge of $222.50 - a charge Frontier is reimbursing us. The data communication was lost for 2 weeks. Based on this experience (improper install, call drops, Frontier's unwillingness to fix the issue) we decided to cancel our Frontier service in mid July. Their equipment and cords were returned on July 19. With less than 3 weeks of service with frontier, we paid the first bill of $93.00. Recently came another bill for $109.83 (ETF of $95.49 plus taxes). Called Frontier couple of times again to get this billing/ETF resolved, but not successful. It was a surprise to see this second bill for ETF, as we were told prior to signing up for the Frontier service that there was no contract (&hence no ETF).