Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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On April 2019 I contacted frontier-wS told bill not in my name. Explained I had sent copy of death certificate in Nov 2007 when my husband passed & has never been taken care of. She say I can take care of this. She ended up finalizing that acc’t (never told me she was doing this).set me up on new acc’t. Consequently my auto pay & rate I was on did not carry forward. In May I get a disconnect notice(have never received bill). I call and find I have been set on new acc’t. So I pay over phone to avoid disconnection. Reset auto pay. They ended up taking $746.03 +3.50 chg out of my checking account. In the mean time I have credit on finagled acc’t. My bill prior had been $191.17.
To this day I have never received a bill in the mail. One girl e-mailed me a copy of May & June bills. I find my broadband has gone up $20.00.
So far I have talked w/20+people(countless hours) and no one can seem to get a bill mailed to me. Saturday talked w/Michael he would not let me talk to a supervisor-said he had done everything that could be done. Iened up mailing payment w/account # as I have no bill to send.
It’s time for action here!!
Note-I did take off auto pAy after they took the $746. Out of my acc’t.
Frontier Communications
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she needed help getting the name on the account switched into her name. Customer service then did the wrong procedure which messed up the billing and ultimately cancelled her online bill pay she had set up on the account. Frontier has investigated the above statements and offers the following response:
Frontier found that Ms. should receive a paper bill as she requested this month. The new statement just printed on August 22, 2019 and she should get that delivered to her P.O. Box that is on file by USPS. Frontier tried to contact Ms. by telephone on three different occasions and was only able to leave messages for her. Frontier is sending a letter to Ms. that if she needs any further information to follow up directly with them. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Jacey D Department: Customer Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Have been waiting 6 months for a land line phone. Frontier is our only option. They have not shown for 4 appointments. Appointments you wait a month or more for. A tech showed for one appointment and told us he didn't know why he was there and that he didn't have the equipment he needed to set us up. We contacted the FCC and when Frontier got a hold of us because of the complaint they made an appointment which resulted in another no show. It is a very rural area with no cell service. In the event of a medical emergency we are in real trouble.
Frontier has investigated the above statements and offers the following response:
Frontier advises there was an Business Install order generated on April 17, 2019, with a due date of July 30, 2019.
A Frontier technician was dispatched to the business location on August 5, 2019. The technician found the install needed a buried drop with pipe pushed across the road.
Frontier advises Mr. contacted Frontier and found buried wire at the site.
A Frontier technician was dispatched to the business location on August 17, 2019. The technician was able to fully install the bonded internet.
Frontier advises that all installation credits will be applied to Mr.’ account when the first statement cycles after August 17, 2019. Mr. should see these credit in one or two bill cycles.
Frontier spoke with Mr., verified installed and working internet and advised of the above information.
If Mr. has any additional questions, please contact the undersigned.
We trust that this information will assist the Commission in closing this complain
My internet service doesn't work more times than it does. I upgraded to a higher priced offer based on their suggestions that it would work better with my devices. It has gotten worse than before and they won't credit my account, they are charging me to come to my home to access the situation and the situation is that their services suck to put it politely. I spend 12 hours a week contacting them and my problem is never resolved. Yet, they continue to charge me full price. I want refunded for no sevice, I do not want to be ×charged for a house call when they can not fix it. I am fed up.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
· Ms. states that her internet service does not work properly. She states she upgraded the service and it is worse than before. She states she does not want to be billed for a house call for repair. She also wants credit for service not working properly.
Frontier has investigated the above statements and offers the following response
· Frontier did not find any billing for a premise visit on Ms.’s previous repair visit. She has been credited a total amount of $89.98 related to the internet service. The type of internet service was changed, as the technician found that the wiring inside her apartment could not properly support the type of internet she had. Frontier did discuss this issue with Ms.. A new repair visit was scheduled for September 3, 2019. The purpose of the visit was to troubleshoot issues with the current service and determine what can be done to better serve this customer with internet. This appointment was rescheduled to September 10, 2019 by Frontier on September 3, 2019.
Frontier advises trouble tickets are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors. The repair was flagged as an escalation in Frontier’s dispatch system and the technician was dispatched on September 7, 2019. The service was repaired and Ms. e-mailed Frontier and advised it was working. Frontier sent her an e-mail confirming credits that were issued to her account. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Frontier sent a technician to hook up my upgraded system. He advised that it might not work and that he had to run back to the office to set something up. He returned a short while later and said that he was able to actually upgrade my system. He finished installing it and after leaving we immediately began experiencing disconnections. For over a month we were without internet service. Prior to the upgrade the service worked 1/4 of the time. I lost work, we were unable to complete online homework at home and were forced to travel elsewhere so it could be completed. This was a huge burden on us. Meanwhile, I was still paying for service that did not work. I want to be compensated for the cost of traveling, the huge inconvenience and the amount I paid for service that did not work. Frontier mentioned my apartment not being wired to fulfill my services. However, the last tech that came out, Mark, managed to find THEIR problem and actually get my service working better than it ever has. Absolutely no drops at all. That is because Mark found that the past technician failed to properly tighten the wires and he even had one wire running to another apartment. Frontier wants to a place blame on my building, but the fact is, my internet is working perfectly now and no rewiring has been done. This was their screw up and they need to be accountable.
Regards
Thank you for referring the rebuttal of *** to our office for review. We appreciate her bringing this matter to our attention.
The rebuttal states that:
Ms. states that after upgrading her Frontier Internet service she immediately began having disconnections.
Ms. advises that she would like credit for the service as well as compensation for having to travel elsewhere to use Internet.
Frontier has investigated the above statements and offers the following response:
Frontier advises a technician was dispatched on August 2, 2019 to upgrade Ms.’s Internet service.
Two trouble tickets were subsequently placed after the upgrade. The first ticket was placed on August 9, 2019 and closed on August 14, 2019 the second ticket was placed on August 23, 2019 and closed on September 7, 2019.
Ms. has been given out of service credit, with the amount of credit exceeding time out of service. Ms. has been given $162.97.
Frontier spoke with Ms. on November 21, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter
I have received cable from Frontier Communication. I paid a deposit of $174. I spoke with the person that was connecting it. He told me he was hooking it up but it don't work in my apartment. After connection I called and asked them to remove the service. I asked was it any possibly I can get my deposit back of $174 back. He said no but the service to not work in my area. I have went with another company. I just want my deposit back.
September 10, 2019Revdex.com100 Bryant Woods SouthAmherst, N.Y. 14228Dear Revdex.com:Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Ms.’s paid a Service Deposit to establish new Frontier service.Service was never added.She requests a refund of her deposit. Frontier has investigated the above statements and offers
the following response:Upon further review we determined Ms. service order was not completed.Frontier advises our expectations are that all customers have a positive experience when requesting assistance with service or billing concerns.We advise a refund of Ms. deposit in the amount of $174.00 will be refunded and should be received within thirty to sixty days.We have cancelled the service account with order #*** and credited all billed charges.On August 29, 2019 we spoke with Ms. and advised on the above information.If Ms. has any additional questions, please contact the
undersigned.We trust that this information will assist the Bureau in
closing this complaint. Sincerely,Bridget G.
Had a rain storm Aug 6th, our land line phone went out.Contacted them about the problem and they gave me a repair date for Aug 22. This all this time being without our phone which we are paying for everyday.. We think there is no excuse to be without for so long, I am sure all their repair people are not busy every day and all day long.. We are in our mid 70's and feel this is not right. Several weeks ago had a bad noise on the phone, waited to get that fixed and now the same crap all over again. We are getting so disgusted want to look elsewhere for a different company.
Thank you for referring the complaint of Mr. and Mrs. J. *** to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that on August 22, 2019 a technician was dispatched and restored the service.
Frontier advises that there was an expedite hold on the customer’s area. Unfortunately, Frontier was unable to provide a sooner date to restore service due to the expedite hold.
Credit in the amount of $22.88 was issued for time out of service. Please allow 1-2 bill cycles for credit to post.
On August 23, 2019 I spoke with Mrs. and she confirmed the phone service was restored.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Tech support informed me that the settings were changed to lower my speeds to a 1/4 of what I pay for. Talked to Ashley in the billing department and she refused to reimburse me. Instead told me I could downgrade to the plan I was receiving speeds for. This was their mistake not mine. I can see now why frontier is ratted a F with y’all.
This is absolutely ridiculous.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. placed an order for FiOS 1Gig/1Gig internet that was installed on July 25, 2019.
Frontier received report of speed issues on August 12, 2019; Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier spoke with Mr. whom requested to be moved to FiOS 500/500mbps; Frontier has moved Mr. Buck’s services to FiOS 500/500mbps effective September 11, 2019.
Frontier has issued credits covering the difference from FiOS 1Gig/1Gig to the FiOS 500/500 from July 25, 2019 through September 11, 2019; the September 25, 2019 billing cycle will reflect prorated credits from September 12, 2019 through September 24, 2019.
Frontier spoke with Mr. on September 12, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The businesses response is very vague and does not tell the full story. I was Promised 1gig over 1gig I was told it was better than the gigga power I had previously through ***. What the business fails to mention is that I did NOT receive service I ordered from them through the dates provided until now. I also told the business I did not agree with their offer to make the situation right. They are not giving me anything of value what so ever. This hole ordeal cost me money. Cost meaning I’ve been out money past the cost of service that would not have cost me provided the business provided the service I had originally ordered.
Buyers should be very cautious and the Revdex.com should place a permanent negative review on the business.
Regards
Frontier advises Mr. placed an order for FiOS 1Gig/1Gig internet that was installed on July 25, 2019.
Frontier received report of speed issues on August 12, 2019; Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier spoke with Mr. whom requested to be moved to FiOS 500/500mbps; Frontier has moved Mr. Buck’s services to FiOS 500/500mbps effective September 11, 2019.
Frontier has issued credits covering the difference from FiOS 1Gig/1Gig to the FiOS 500/500 from July 25, 2019 through September 11, 2019; the September 25, 2019 billing cycle will reflect prorated credits from September 12, 2019 through September 24, 2019.
Frontier spoke with Mr. on September 12, 2019 and advised of the above.
Frontier’s position on this matter has not changed.
I set up for internet to be installed on 8/10/19 between 1 pm and 5 pm at approximately 4:15 pm I called frontier communications I was hung up on 3 times finally talked to someone transferred to a supervisor who was absolutely no help. At 5:26pm I received a text stating my appointment was moved to 8/11/19. No phone call no notifications from the company or nothing. Their customer service department is terrible.
The worst internet, cable and customer service. We had a technician out for extremely poor reception who said we were only receiving 1 Meg when but we were paying for 6. Customer service will not acknowledge our issues nor do they care. They know they have us because they are our only provider in our area, This is grossly unethical!
Signed up for the 500MB/500MB Internet/TV/Voice for $84.99.
Still and have contacted and have not adjusted my bill to the monthly $84.99.
I'm still getting charged the $100 monthly.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. signed up for the 500/500 Internet, TV, and Voice service with Frontier for $84.99.
Mr. is getting billed $100.00 and his bill has yet to be adjusted.
Frontier has investigated the above statements and offers the following response:
On July 23rd, Mr. contacted Frontier to request an upgrade from 200/200 Mbps to 500/500 Mbps for $84.99.
Frontier records show that upon request, a Frontier representative advised Mr. that the price would be $100.00 and he stated “Okay”.
Frontier records show that the television programming offered in the $84.99 pricing at the time of the request, also included the Custom Essential TV programming package. Mr. currently has the Prime Television programming package.
A Frontier representative has provided Mr. with this information and has offered to downgrade his programming to the Customer Essentials package. As an existing customer, this price would be $90.00 before taxes, fees, and surcharges.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
When Frontier took over local telephone service from *** they promised us high speed internet over the telephone lines. The speed which they system operates is a maximum of 1.2 mbs download and .2 mps upload. I have discussed the problem with the technicians in the area. They inform me that "high" speed internet never should have been offered to us in this rural area, we are too far down the line. They inform me that in order to provide the high speed internet they promised an investment in equipment would have to be made, and they would not make the investment in a rural area. We are told that if we wish to suspend service for a period of time, such as going on an extend vacation, that the internet service will not be restored.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment, and WIFI network interference. Customer speeds may vary over time.
Frontier also advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Ms.’s location is over 15,000 from the nearest Frontier serving node.
Frontier advises that is it continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms.’s area at this time.
As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier is providing the fastest Internet it can at this location at this time.
Frontier communicated the above information via phone message and provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The response you provided misses my POINT! All of the stuff they stated in the reply is true, EXCEPT FOR THE ONE THING YOU REFUSE TO SEE! When they first took over service in the area THEY PROMISED HIGH SPEED INTERNET!!!!!!! I have talked to Frontier Technicians and they have TOLD me that the company was so anxious to sign up everyone they DID NOT DO A VALID ASSESSMENT OF THE SYSTEM. THEY SHOULD NOT HAVE OFFERED US INTERNET TO BEGIN WITH!!!! Part if the company response is we are 15,000 feet from an amplifier or a repeater or whatever it's called. The point is THEY OFFERED THE SERVICE AND SHOULD INSTALL WHATEVER IT TAKES TO PROVIDED US WHAT THEY PROMISED!!!!!
I'M SURE THAT THEY CAN AFFORD IT!
THIS IS AN EXERCISE IN STUPIDITY ON THEIR PART!! WHICH WE ARE INCONVENIENCED BY!
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that she has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier.
Frontier has investigated the above statements and offers the following response: Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment, and WIFI network interference. Customer speeds may vary over time.
Frontier also advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Ms.’s location is over 15,000 from the nearest Frontier serving node.
Frontier advises that is it continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms.’s area at this time.
As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier is providing the fastest Internet it can at this location at this time.
Frontier has determined there may be a surplus of Wi-Fi traffic in the home or immediate area that could be affecting Internet service speeds. Frontier advises that plugging one device at a time directly into the router through a wired connection could address the issue.
Frontier’s position in this matter has not changed.
Frontier communicated the above information via email that provided direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I started my service with Frontier in 2018 and was promised a *** gift card when I signed up... I should of known that it would be an issue when I started when I had to call multiple times just to get my service started... I called a few times about the *** gift card and was given the address of the company to send in the info again... Today I called about my service being restored and while on the phone I inquired about the card again... After talking to a lady I was told I was not in a contract and that's probably why I didnt receive my card... Then I went on to say if that was the case I could of went somewhere else with better service and a better promotion... Then the representative looked at my acct and proceeded to say since I didnt pay off my first bill in full then I didnt qualify for the promotion anyways... I feel like it's one thing after another with this company... I am a single mom and would like everything I promised in order to sign up... instead of trying to help me I am more upset about how things went..
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. started service with Frontier in February 2019 and was promised a *** Gift Card.
Ms. has yet to receive the gift card and was told that due to her not being in a contract and for the lack of paying her first bill in full.
Ms. would like to receive the gift card promised.
Frontier has investigated the above statements and offers the following response:
Ms. placed an order for service with Frontier on June 4, 2018 through vendor ***
*** offered customers a *** Gift Card as part of signing up for Frontier services.
Per ***, in order to be eligible for the *** Reward Card, orders had to be placed through their online cart.
According to cart instructions, the customer had to complete the order online in order to begin the redemption process. Ms. Mack’s order was not completed on line, therefore her order did not qualify for the *** Reward Card.
Had the service qualified via the redemption process, to redeem the *** Reward Card, customers were also required to mail in the form emailed after purchase along with two copies of the first two paid Frontier bills, showing proof of each payment.
*** handles all fulfillment and processing of the *** Rewards Cart Offer and can be reached at ***.
Ms. has been provided the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
They are charging me $300+ wireless extenders that I do not have. I told them to remove this from my bill numerous time. I have spent countless hours on the phone with them with no success. They transfer me from one person to the next who does not know how to resolve this.
.Thank you for referring the complaint of *** to our office for review. We appreciate this matter being brought to our attention.
The Complaint states that:
• Ms. advises that she was billed for a wireless mesh extender that she did not order.
Frontier has investigated the above statements and offers the following response:
• Records located service order *** establishing billing for a wireless mesh extender. Additional research determined the wireless mesh extenders were not shipped to Ms..
• Research determined Ms. was billed for two (2) wireless mesh extenders.
• Records show credits totaling $319.16 applied to the account for the Wireless mesh extenders.
• Research shows service order *** completed August 27, 2019 disconnecting service.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Amy B Department: Consumer Relations
I agreed to a 2 year contract with Frontier for Internet, television, and home phone services. When I agreed to the contract, I was told that I would receive a loyalty credit for the duration of the two years. The loyalty credit would expire after a year and at the end of the year, I would have to call in to have it renewed which wouldn't be an issue. The first year is almost over and I received an e-mail that my promotional rate is about to expired. So I called in to have the loyalty credit renewed. Upon calling in, I was told that Frontier no longer offers my Internet speed and that their current loyalty price bundle price would increase the speed of my Internet. I explained that I don't need an increased speed, only the loyalty credit on my current contract. The representative continued to try and up sell me on a new plan and contract. I explained that I wasn't interested in more services that I didn't need and did not want to pay more money. The representative attempted to sell me by removing options on my current contract.
This is in response the Revdex.com *** for ***, ***
The Complaint states that:
Mr. states he agreed to a 2- year term, receiving a loyalty credit for 12 months. Mr. states when he contacted Frontier he was advised the previous credit is no longer available nor is the internet speed is no longer available. Mr. states he does not want to increase his current internet speed.
Frontier has investigated the above statements and offers the following response:
Frontier records show Mr. internet speed was not changed and the original loyalty credit expired on 08/12/19. Frontier records show Mr. term was renewed (08/13/19 – 08/12/20) and a new loyalty credit was added to the account for $35.00 which will be applied to the account through 08/12/20. Mr. has been advised of the early termination fee and monthly discount associated with the renewed term.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I agreed to the contract with the understanding that I would be provided the loyalty credit for both years and that while it would expire, I would simply need to call for it to be renewed for the second year. If I had not been told that the loyalty credit would be renewed, I would not have agreed to a 2 year contract nor would I have continued business with Frontier knowing that I was already dealing with unreasonable rate hikes for my services. This practice is disingenuous and deceptive.
Regards
This is in response the Revdex.com *** for ***, *** Rebuttal
The Additional Concerns states that:
Mr. states he agreed to the contract with the understanding the loyalty credit would be provided for the 2 full years
Frontier has investigated the above statements and offers the following response:
Frontier loyalty credits are offered for 12 months only. Records show Mr. loyalty credit of $50.00 was provided from 08/13/18 – 08/12/19 as stated on each monthly bill statement. Frontier did add a new loyalty credit for 12 months of $35.00 that will be provided from 08/13/19 through 08/12/20 with the current package.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. experienced as a result of the above matter.
On July 13, 2019 I spoke to Betty and on June 14, 2019 I spoke with Jasmine who are both representatives with Frontier. They both offered me an upgrade to my internet service and both of them quoted me a new bill amount to be "less than $90 monthly" although they did not give me a specific number. Since this amount was significantly less than I had been paying monthly, I questioned them both 2 or 3 times in order to confirm that the bill would be under $90 monthly. The both assured me repeatedly of that amount. The calls were both recorded so these conversations can be confirmed. I did have Frontier do the upgrade to our internet based on that information. I was also told my first bill after the upgrade would be $129 due to installation (and that was the amount of the next bill) but then all subsequent bills would be under $90. When I received the second bill, it was $107 which is significantly higher than "less than $90" I was quoted. I called the billing department and spoke with Tiffany on August 10th. I was told there was an error in their system when I spoke to Betty and Jasmine and that I would have to pay the $107 monthly. I feel that a difference of almost $20 monthly is unacceptable and I was clearly mislead.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
• Ms. advises she was quoted less than $90 per month for service.
Frontier has investigated the above statements and offers the following response:
• Records show service order *** completed June 21, 2019 upgrading Ms.’s internet speed.
• Research shows on bill date July 7, 2019 Ms. was billed $129.52, this includes pro-rated charges and a $9.99 Equipment Deliver and handling fee.
• Research determined Ms. previously paid $86.97 per month excluding
• Records show Ms.’s monthly rate for Digital Phone unlimited, Vantage Internet Ultra is $77.98 excluding applicable taxes and surcharges.
• Research determined Ms. is billing correctly.
We are confident that our response has been sufficient to address these issues. If Ms. has any additional questions, please contact Laurene R, xt 1113140. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I put in a request in May to cancel my service for 3 June due to moving. After paying my May bill they stopped my service early around 27 May. I finally got everything straightened out with billing and they said they reimburse me for the difference for early termination. Everything should be fine right? Yesterday I get two bills in the mail (8 August), one showing a late payment for June, from Frontier Communications and a collection agency letter stating that I owe Frontier Communications and they are trying to collect. After a few calls and some of there normal system slow issues they have with pulling up accounts, finally I was able to get a partial resolution, I ways told I did now owe for the June bill and I would have to dispute through the collection agency and have the collection agency call Frontier Communications to confirm I do not owe the disputed amount. So here where the second robbery comes in. Since Frontier owes me a reimbursement and the June bill went to a collection agency they would not reimburse me for Mays early termination. I would have to dispute the June bill and I would need the collection agency try and collect the reimbursement that Frontier Communications owes me. Is this insane or what? Now I have to wait two weeks and call the collection agency to find out the outcome. I think this will be a long process to get this resolved.
Was without service for six days. Was lied to about being compensated. Still billing me for a month of non service. This company should not be allowed to operate
I canceled landline phone and internet service at this address on 4/4/19. I called 4/24/19 (call #1) to confirm disconnection (conf #***). Without my knowledge or consent, Frontier on 4/29/19 opened a new internet account in my name with a different account number. I have never received a bill in the mail, and somehow Frontier tied this new account to my wife's old email. No internet service or equipment was ever provided by Frontier for this "new," fraudulent account. I called 5/13/19 (call #2) to confirm this account was canceled and my balance was "zeroed out" (conf # 659492826). On the 5/29/19 bill, I received a partial credit but Frontier added a new $9.99 "Residential Broadband Processing Fee" to my account. I called 6/17/19 (call #3) at 2:45pm and Bridget said a credit would appear in 3-5 days. It didn't. I called on 6/27/29 (call #4) at 5:20pm and was cycled through several levels of customer service, who eventually said the credit had been issued. It has not.
Thank you for referring the complaint of *** to our office for review. We appreciate Revdex.com bringing this matter to our attention.
The Complaint states that:
Mr. is disputing billing for internet account, after port out of landline.
Frontier has investigated the above statements and offers the following response:
Frontier advises the internet account was already in place when the landline was added it took precedence as the account number, once that landline was ported away it left the internet account to be disconnected.
Frontier advises the internet account as disconnected and a one-time courtesy credit of $ 9.99 was applied to the account.
Frontier spoke with ***, authorized on the account and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I spoke to frontier originally on June 28, 2019. They set up an appointment to install internet service for me. Since then they have rescheduled multiple times on the day of via text message with out a reason why. I have spent 8 days at home waiting for them to show up to at the last minute receive a text that they are not. They even said they were going to show up on the 4th it July, I spent my whole day waiting for them for them not to show. It is now August 9, 2019 and today they once again did not show with out even a text notification. This is a Friday, they were originally supposed to show Monday this week and rescheduled every single day!
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises that he has experienced missed commitments for installation of DSL.
Frontier has investigated the above statements and offers the following response:
Records show service order 41584709 completed August 13, 2019 completing the installation.
Our expectation is that Frontier customers experience the highest level of service.
Frontier apologizes for any inconvenience this may have caused.
We are confident that our response has been sufficient to address these issues. If Mr. has any additional questions, please contact Laurene R, xt ***. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
No internet service for a week, had a technician scheduled for 8/8 from 10-2, after numerous phone calls to frontier after 2pm, even spoke with manager, Angel, who assured me that technician would arrive by 5pm and promised to call me the next day to follow up with me personally. Called again at 6 pm, and was told by John that the technician was cancelled and would not be coming. First phone call was 1 hour, 45 minutes; second phone call was 2 hours. I then talked to Tammy and disconnected my service. When asked if I need to return to equipment, Tammy said no. At 7pm, a technician arrived to the house. He fixed the problem, but now I could not log onto WIFI. Called Frontier once again, spoke with customer service and asked that disconnect be cancelled and I would keep service. Customer service said she could not do this and transferred me to technical support. Spent another 1 hour 30 minutes on phone, now had access to login to WIFI but was told I would need to contact customer service for disconnect to be adjusted, was transferred but was told the lines were now closed. I woke up at 4 am to find the internet out again. By 7pm the next day, I have not received the promised follow-up call from Angel the supervisor. I spent 9 hours sitting at home waiting for service, spending over 3 hours on the phone. Talked to Liza, Daryl, John, Shoshana, Albert and Angel who all gave different answers. Lost a day of work and school.
Thank you for referring the complaint of Ms. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises on August 8, 2019 a technician was dispatched and repaired the cable.
Frontier advises that the internet monthly recurring charge was $25.00 plus taxes and surcharges.
Credit totaling $38.63 was issued. Please allow 1-2 bill cycles for credit to post to the account.
Effective August 8, 2019 the account was disconnected.
On August 19, 2019 I left a message for Ms. and provided my contact number.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
Having billing issues. Have to call every month to get corrected. Service often has issue or doesn’t run at all. I pay for 45 mb luck if it hits 19 on a good day. Dial 911 from landline got new haven Connecticut. I live in Wethersfield. Had to be transferred to Wethersfield 911. Being charged for equipment that was not returned that had been returned. Have ups reciept to prove it. Still added 100 on my bill. 4 months of issues with router. Till finally they replaced it. 4 months of TV set top boxes crashing over and over. Tech sent out kept telling me there was nothing wrong. Finally had to insist they change it out. Could not get and still can’t get security updates to any of my devices. *** printer needs to be plugged in to cellphone data to be updated. All *** products have to be updated elsewhere. Smart tv NEW can not be updated on frontiers internet. If it rains frontier service all there services cut out. TV guide doesn’t update never shows current shows or correct times over multiple networks. Filed an FCC complaint over a month ago after months of working with them to correct issues and getting nowhere. The person assigned to this has not responded. The only thing frontier does is send the bill with outrageous pricing and it’s never the price quoted.
Also being told these things are a glitch in the system.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that she is experiencing a billing issue with her Frontier account.
Ms. is requesting that Frontier issue all due credits and corrects the billing.
Frontier has investigated the above statements and offers the following response:
Frontier records show there have been multiple repair tickets to address Ms. repair concerns. The most recent ticket was completed on July 10, 2019. Frontier records show that a Frontier technician was dispatched to Ms.’s location on multiple occasions to address her repair concerns. Frontier records show that Ms. was billed for an unreturned piece of equipment on July 20, 2019. Frontier records show that Frontier received the price of equipment on August 30, 2019. Full credits have been issued to remove the unreturned equipment fee. Frontier has issued all needed out of service credits. Frontier attempted to reach Ms. by phone and email to advise of the above but was unsuccessful. Frontier was unable to leave a message for Ms. on the contact number provided. We regret any inconvenience that *** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is not acceptable to me. I found the solution to the on going issue with Frontier, was to just cancel service. The equipment was sent via ups August 1, 2019. Frontier received equipment August 5, 2019. As of today’s date September 4, 2019 the credit was just added. No one Frontier ever attempted to contact me via email or phone. I canceled phone service August 1st. After using the phone to call 911 and got New Haven Connecticut. Not very helpful for an emergency taking place In Wethersfield Connecticut. Tv Canceled August 24th. Frontier still has yet to ship boxes for the equipment. I was charged for the rest of the month, because Frontiers policy is not to prorate on canceled services. Also Frontier will charge me 10.00 dollars to roll the truck out to turn service off. Service was hardly usual able for months. The only service left on them is internet. The router crashes constantly. After being replaced a couple of times.
Regards
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. states that she responded to Frontier’s contact attempt but has not received a response.
Frontier has investigated the above statements and offers the following response:
Frontier spoke with Ms. on September 10, 2019. Frontier advises that a replacement modem was ordered on September 9, 2019. The modem will ship vis UPS. Frontier advises that a return mailer kit was ordered on September 9, 2019. The return mailer was sent to allow Ms. to return the Frontier TV equipment. The return mailer kit will ship via UPS. Frontier advises that Ms.’s account will be monitored to ensure the TV equipment is received. This will prevent Ms. from being billed for unreturned equipment. We regret any inconvenience that *** may have experienced as a result of the above matter.