Frontier Communications

Frontier Communications charged me over $250 for increasing my WiFi services from 100MPPS to 200MPPS and after spending such a large amount of money the WiFi never worked and failed to deliver the specified speed. After several attempts to fix the problem, a new router was offered because I demanded a fix or I would canceled the account. They shipped a new router and the problem persisted. So I called to canceled the account because they failed to deliver the service.

January 2019 Frontier canceled my internet service when I contacted them regarding router issues. I spoke with their "office of the president" and was informed that the notes from that day indicated that we wanted a new router and that they were not sure why the internet service was canceled. They sent me a new router, provided a $20 credit to my account for the mistake, and renegotiated a 2 year contract with me at an agreed upon price.

The internet resumed service and operated for approximately 7 months.

July 14th , 2019 my phone and internet service began malfunctioning (phone stopped working completely on July 16th and Internet worked intermittently until July 29th then stopped completely). I contacted Frontier on July 16th and was told that a service order was put in to fix the problem. I was not informed that the service order was not expected to be completed until July 31st, which seemed like an unreasonable amount of time for me to not have phone or internet considering my wife is epileptic and needs to be in communication with her doctor. We live in the country and do not have cell phone reception. We have young kids and need to be able to communicate in case of emergency. The internet stopped working completely on July 29th. On July 31st a technician comes and repairs the phone line. Informs me that the internet should begin working within a few minutes. The internet does not begin working. I contacted Frontier. They informed me that the ticket was closed and that a new ticket will be issued to get the internet fixed by August 22nd. I was then informed that the reason the internet was working was because we canceled in in January and that I have not been paying for it for 7 months. They did not have record of my communications with them in January, but I do. They did have record of sending me a new router and crediting my account for the mistake. I have now been without phone or internet or both since July 14th and have no idea when they will address my issues. I have taken 2 days off work to meet the technician, spent more than 24 hours on the phone in a series of 15 phone calls. I have been lied to numerous times.

I cancelled my service with Frontier prior to the billing cycle which I was charged for. I spoke with a customer service representative and disputed the charges and was told it would take several weeks for the approval or refusal of the dispute. Within 10 days of my dispute, my account was sent to collections despite never receiving notification of the dispute denial. I called again and asked to speak to management or a supervisor and was refused communication with such.

Frontier DSL service is not strong enough to support the area of Jay, NY. We have had low speed, spotty services for 3 years.
Frontier ran fiber optic lines in early 2019. I ordered Fios installation on 7/6/19, Frontier scheduled appointment for 7/24/19 between 9 am and 1 pm. Neighbor waited 4 hours at house and Frontier did not show up or call. Received text at 5 pm on 7/24/19 rescheduling appointment to 8/13/19 between 9 am and 1 pm. Neighbor waited 4 hours at house. Frontier did not show up or call. I called Frontier - after many transfers and holds for 40 minutes, Frontier said not coming 8/13/19 - will be there 8/16/19 between 9 am and noon. My friends have wasted 8 hours of there time waiting form Frontier to show up and now will spend another 3 hours on 8/16/19 waiting for them. How Do I know they will show up on 8/16/19. Only a monopoly can treat their customers so carelessly because we have no alternative for internet service. We have paid full price for spotty internet for 3 years and now Frontier heedlessly does not keep appointments. I would like to be compensated for the 8 hours spent waiting for Frontier $120 and a refund of my latest bill for $43.98, and my first month on Fios free $$84.99. Which price is higher than their quoted price online.

I have been a Frontier customer for over 20 years. Several years ago the internet option in my rural area went from Dial up internet to a phone line DSL option. Since that time my internet and at times landline have been out for weeks at a time for a variety of reasons - all on Frontier's end. A mouse chewed through the cable in their box.., a $10.000 part had to be replaced, any excuse at all. Most recently my internet only went out sometime between 10pm 7/15/19 and 6am 7/16/19. I called customer service to report, and have been given 5 different appointments for a technician to fix the problem. No one has fixed the problem. Since this is actually the most recent outage, I have had enough and called on 8/1/19 to discontinue all service with Frontier. I spoke with Billing and Reactivation..both customer service reps tried to convince me to continue, even though the service was out, and it was at the 16/17 day mark with no end in sight. After a few days my landline was still working so I called Frontier - they couldn't end my service until the end of the billing cycle which for me is August 24th. How inconvenient for me that my internet didn't go out on the actual billing cycle end date to make it easier for everyone. Even though I have "terminated" all service, I keep getting text messages from Frontier with dates for the technician to come and repair the internet. It has been 4 weeks!!! I then contacted the Office of the President of Frontier via a comment/complaint section of their website, and have heard nothing. All I want to do is end this merry=go=round of NON Service and be done with it. On another side note - the billing customer service rep told me I could not receive credit on my bill for two billing cycles for the internet being out - even though it's currently out and into the next billing cycle, they say no credit for this on my bill. Unbelievable.

There needs to be a ZERO star rating option. Our internet service is the most unreliable that I have experienced since the internet first became available to the home. The service technicians often do not show up to your home, even when you are asked to be home, resulting in loss in personal income. That is again my situation today. When I called in during the last of the four hour window I was confirmed for as of this morning, I was told "Sorry sir, it is now after hours and no way to contact the technician." Nice...I am home during the entire time they are supposed to show, and no updates to explain the current status. Just not going to happen today. I wish this was a one-time situation, but it is not. Only after several such instances, and for my neighbors, have I been worked up to the point where I'm taking more of my personal time to document my dissatisfaction. Whoever is running that operation ought to be fired!!! When you call their Technical Support line, they remind you of all their great on-line ways in which to search your own problem or communicate with their teams...however...they forget the fact that the vast majority of people on hold, are on hold because they DON'T HAVE internet. Brilliant! I have never in my life been moved to rip on a company like I am Frontier Communications. I have never once use the Revdex.com...but tonight I am, and I am trusting there is a reason the Revdex.com has survived all these years. Any help is greatly appreciated.

This is the worst company. Customer service lies to you so they can take you for more money then charges their story and doesn’t care when you catch them at it. Does not care about the customer. I will never use them ever again.

I have had frontier service since 2013. I have always have some issues but never the amount that I have had over the last month. I have been without internet since july 10th 2019 to today 7/12/2019 and a technician was scheduled to come out last week and I confirmed two days before they were to come to my house and I was still scheduled for a tech and it was confirmed . Two days later the day of the said service appointment I called again and the could not find my ticket number and stated that it had been completed several days prior. Which it had not I still did not have service. My bill was originally adjusted due to the fact that I had not had internet services for the whole billing cycle. But when I called about seeing if I could get it lowered some more( keep in mind they are charging me close to $100 for services I did not receive. I orginally got it dropped to $43 still ridiculous but better that the starting price) they inform me my account had been audited and I now ow the original price. I still do not have internet and the tech is not scheduled till 8/14/2019 and the only reason it was scheduled for this time is because I threw a fit when they told me the earliest they could come out was 8/20/2019. So needless to say I am very dissatisfied with their service and will be canceling my service with them shortly because I see no point in paying for something that I have no access to. Most of the customer service techs I talked to were very nice but this is a ridiculous amount to pay for a service that they failed to provide me.

We have scheduled several internet and/or phone install appointments since April 2019. A tech came out once in April and began the install, then left because he wasnt getting paid overtime and was calling off work the next day. Since then, we have been stood up six times on six scheduled appointments. No one calls us to tell us they are not coming. Either my husband or I drive 2 hours to this location to sit and wait for 6 hours on a technician, that doesnt show. This is our second home and there is no cell service. So we are in need of some type of communication in case of emergencies or just to do any type of business, or check on our children. Our surrounding neighbors have phone and internet. Unsure of why they will not service us. We've wasting multiple days waiting. This costs us time and money, on top of the fact that this is extremely poor customer service.

I have not had internet service in over 2 months. I have been given the run around for literally hours on hold only to be disconnected multiple times.

False advertising. Corporation's website states service are billed one month in advance, which is not the case.

THIS TIME: My *** would not recognize my network or password. Frontier said to call ***. *** came out RIGHT AWAY and said it is a Frontier issue. When I called in for help, I was obligated to go through hours of "troubleshooting steps" - then my internet stopped working completely, not just my . I was told to go buy a DSL filter. Made no difference. I want my internet back and I do not want to spend 6 hours a day, day after day, on the phone with Frontier. This has been going on for several days and to say I won't have repairs until the end of the month is unacceptable. Calling in for tech support actually made the problem much worse. Now I am using my mobile phone hotspot to get online which costs more money, in addition to the bills from Frontier. Once last year I was accidentally reconnected to a wrong number and since then apparently "have two accounts". When I call in, I have trouble getting verified because the account info does not match. I have had the same phone number for 35 years! It is an endless nightmare of problems...

A tree fell and knocked out the electric on June 29 2019, it was fixed completely fixed the next day. My frontier internet went out with the electric but never came back on. I called frontier and did their troubleshooting which did not work. They scheduled an appointment for July 25th 2019, which is way too long for a service provider to be backed up that far. I called the day of the appointment to make sure nothing had changed. Frontier claims a technician came out before this and tested the lines and everything was good but my internet was still not working. Called frontier again and talked to a manager, had to go through the troubleshooting process again, did not work. I was told the next appointment they had was August 9th. I reluctantly said okay. By the time I got off the phone with frontier, my appointment had been moved back to August 14th. In addition, I called technical support several times in between these dates trying to get my internet to work. Which brings me to today, aug 12th. I called frontier once again to check on my appointment and this appointment was cancelled and she did not know why. Then I was given the same excuse as before that a technician came out and checked the lines before my appointment. I have been paying for a service I have not been able to use since the end of June. Frontier will not return calls like they say they will. I estimate I have spent well over twelve hours on the phone with them trying to resolve my issue. All I need is for them to schedule an appointment and show up to my home to remedy the problem like they should have.

I pay for their internet service. $60. A month. My modem disconnects from the internet when I am not home. Therefore my camera to watch over the house does not work when I am away. I manually have to restart the modem when I get home. I contacted Frontier 4 times in the last 2 months about the problem. They never fix the problem. So I am paying for a service through them that is worthless. Tired of being ripped off when I am a hard working individual. Thank you so much.

We have been without phone service since 6/24/19. Several contacts have been made with Frontier Communications and have not gotten any resolution to getting phone service fixed. Customer service has proven useless and rude. We are elderly and have health issues.

Paid the bill early due to account stating over due. Auto pay comes 10 days later to charge account even with a zero balance. Due to this second payment, I had several things bounce back and their customer service account manager will not call me about my complaint. They said they would refund my money instead they apply it to my next bill and don’t process a refund. It has been 2 weeks since I called and they said they would refund my money.

In April of 2017 I called Frontier to change our account from my mother’s name to my name and to change the phone number. I told the customer service person that I was just needing a basic phone with caller ID, call waiting, unlimited long distance and we wanted an unlisted phone number. I was told our phone bill should be $27.99 plus tax each month. I was given a phone number at the time and it was suggested to just change the name on the account instead of closing her account and opening a new one. After about a week our phone number had not been changed. I called a few more times and each time I was given a new number for our phone. The phone number didn’t change until around June. When I received my first bill it was a lot higher than I expected, I called and explained that my bill should not be that high and the customer service rep did something on their end and corrected my bill. This happened for the next several months, until I talked to someone and they informed me that we were being charged for both our new number AND the previous number associated with this address. That customer service representative corrected that issue and we have not had that issue since. I had been receiving monthly bills that ranged from $100 to $150 per month. For about the first year I called almost monthly complaining of the crazy high amount and no one seemed to know why, I stopped getting paper bills or bills through my email in Dec 2017, even though I have asked many times for them. Every time I would call they would do something in the computer, say they figured out the problem, they would credit me and say the problem was fixed. Each time I call it takes well over an hour trying to get everything fixed. After a while I honestly just didnt want to deal with them so I would pay what I knew we were supposed to be charged (the same amount that all the adjustments and credits came out to minus the unauthorized plan charges). December of 2017 was the last time I received a bill until about 2 months ago. I stopped receiving all communication from Frontier until Aug 2018 and that was a past due notice (I was not past due, I had only been paying what I was supposed to pay and not the incorrect amount I was being charged. Now I had been making payments and most of the time I didn’t feel like dealing with the hassle and stress of calling Frontier and being transferred many times to get my bill corrected. EVERY single month my bill was incorrect. I made payments for what I was told I should be paying and I even made some payments with the amount that the bill was showing. I felt that if I had paid a bill for $214.39 and my bill was only supposed to be about $45 after taxes that I was paying for roughly 4 months of service. Every few months I would call and explain that my bill was too high and it would be corrected and everything was supposed to be evened out. Then in around August of 2018 I talked to someone and they told me that the reason my bill was so high was because we were being charged for long distance calls. Once I was told the problem I told them that I wanted to be put on the phone plan that I had agreed to and I wanted all of my phone bills to be checked and I wanted everything adjusted correctly. I explained that where I live everything is practically long distance, even our cell phones so that doesn’t work for us. I told the customer service rep that when I called and had the phone service put in my name that I had told them that I NEEDED unlimited long distance. Monthly bills of an average of $150 a month is extremely high for a landline phone and that is not something I would ever choose. The person I was talking to agreed and even informed me that the charge for an unlimited long distance plan was only like $5 or $10 a month. Obviously that charge would make sense to me and would be beneficial. She then transferred me to someone else so that I could open a dispute, That person then told me that a dispute could not be opened until I paid my outstanding balance (I shouldn’t have had an outstanding balance if I had been charged correctly to begin with) Frustrated, but wanting to get this taken care of once and for all I went ahead and paid the “past due balance” of $241.85 and a dispute was then opened. I still wasn’t receiving and bills or emails or anything from Frontier unless it was threatening at this point. I believe it was Dec 2018 or Jan 2019 when I called again and was told that my dispute was closed with no resolution, I asked that another dispute be opened with more of an explanation that in April of 2017 when I FIRST called Frontier someone made a mistake and put us on the wrong plan, that I was being financially penalized for nearly 2 years now and that this is unacceptable and that they need to correct this once and for all. I have also asked to be sent all my past bills and my payment history so that I could calculate everything because at this point I believe Frontier owes me money for all the fraudulent charges and not the other way around. I again was told that a dispute would be opened. From Jan 2018 to April 2019 I paid a total of $978.62, if my bills and everything was correct and I was being charged the correct amount of around $45 a month then that exact amount would cover roughly 21.739 months of service, so I would not be behind or past due. In April I got a letter in the mail (this was the first time I’ve received any kind of communication since Dec 2017) saying I had a past due balance of $473.09 (I made a $200 payment in March and another $100 payment in April before I received this notice), now if I had paid a total of $978.62 in a year and a half how would this be correct? I called Frontier AGAIN and once again after explaining all the issues I’ve had for 2 years and being transferred to 7 different customer service reps I was told that my dispute was dismissed. I was also told that the notes in my account say that I declined unlimited long distance, this is absolutely false, I have never once declined it, I have been begging for it for 2 years. I have no idea why that note would be there, I’m sure if you listened to the audio of my calls you would be able to verify this. I still haven’t had any kind of resolution in over 2 years now. I have asked and begged for my phone plan to be corrected to what I had agreed to when I started service with Frontier. After my phone call in April I have absolutely had it, I told the lady on the phone to either fix my bill and my plan and to just cancel my phone service. Within 2 years of me calling and asking for my plan and bills to be corrected I’ve spoken with well over 100 different associates, many have seen the issue and have tried to fix it but unfortunately that only corrects one bill at a time and not past and future bills and my actual plan. I don’t know if someone forgot to check a box that includes unlimited long distance charges or what, but after nothing but problems from Frontier for over 2 years now I’m pretty upset. I am asking for any and all so called “past due” charges to be corrected and removed, I am also asking that customer service representatives be retrained so that this doesn’t happen to anyone else, there is absolutely no reason for a landline phone to cost more every month then a cell phone plan with unlimited data, unlimited calls, unlimited texts for 2 phones.

I have just canceled service. For the last 3 years, I have been billed $10/month for a router that I do not possess. I spent hours on the phone with customer service only to be told regardless if I do or do not have it, they need to bill me for it as its part of my package. I have been using my own router so this is unfair and not right.

I have experienced terrible internet service both at the aforementioned business and home service at the same time. Customer service issues at the very start with technicians not showing up and many hours of waiting on the phone to speak to someone only to get disconnected.
I had no internet service for several hours each day. Service would cut in and out. At the same time I started having issues at home with Internet service slow service and not enough power to reach the back of a 900 square foot home. When I called to compain each time they kept me on hold for two hours after waiting a half hour just to speak to someone . Issues never resolved. They finally talked my husband into increasing the Internet service strength and pay more money which he did. We then had better service for a week and it was back to the same poor service. I then called again and after another two hours with a technician on the phone trying to change to frequency so I could get better service. ( btw, they told me I had to troubleshoot with them before they sent out a technician.) Before I ended the call I asked the technician to stay on the line so I could check to see if it worked, she assured me there was no need, everything was fine by changing the frequency so and I hung up. Well it was not better in fact it was so bad that now my television was buffering. The next day I went to work and had not Internet service again. I called Frontier and explained all of this for another two hours and said that I want to cancel service at the business. They told me that they were going to charge me a $ 500 early termination fee, which they did. I have spend about eight hours explaining to supervisor and customer service reps. to the same outcome. They say because there was no complaint ticket on the business they are charging me. I asked them to look into the line and see that there was not enough bandwidth or something on my line. They said they could not do this. I feel it is a scam by trying to wear people down with hours on the phone and hang ups. Never showing up. What hard working person has two hours to spend on the phone? I am looking to get credit for all the hours I did not have service and I am also looking for a credit they charged for early termination. I will then have my husband do the same for our home service. Thank you!

I have internet service through Frontier. Internet which works when it wants to. This is a DAILY issue. this is not every now and then. This is DAILY. Multiple times a day! I have called to have it fixed but by the time they have someone available, my internet is working so it cannot be fixed (because to them, it is not broken). I have asked for a credit on my bill, nothing. I have asked why it is going out, nothing. They continue to tell me "the good news is there is not an outage in your area." That is terrible news. If there were an outage that would at least explain why I am receiving such terrible service for a product that I am paying for on time each month.
I was assigned an "account manager" who then told me I need to contact someone else. When I contact this person, the phone rings with no answer or voicemail to leave a message. My emails to my account manager have gone unanswered, only to be told I need to call the phone number I was provided (that leads nowhere).
I know their troubleshoot by heart. I go through it each time it happens, and prior to calling in. Calling in takes hours of my evening while I go through the same troubleshoot process I just did. Only to be told they need to send a tech out. Who then gets cancelled because my internet is working at that time. I am 100% fed up with it.
I have never been late on a payment, my acct is on auto-pay. All I have repeatedly asked for is a credit for the time I have not been able to use the product I am paying for. I do not expect to pay for something I cannot use. However, I was charged a full payment today.
And more importantly, I am asking for a product that works.