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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Landline phone never works.....called numerous times for repair and nothing gets done. Paying bill but no service. Contacted them regarding tree on line 2 months, and still no effort to come fix. Tree still on line. Neighbors and surrounding area has called also but no issues have been resolved. No feedback from them either. We are holding payment until something is done. We have elderly customers that need phone service. Plus we are being charged for 911 service and can not use.
Thank you for referring the complaint of Mr. *** 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 July 13, 2019 a trouble ticket was initiated. On August 2, 2019 a technician was dispatched, and no trouble was found.
Frontier advises that on August 19, 2019 a trouble ticket was initiated with a commitment to restore by September 9, 2019. The trouble ticket was notated that there was a tree on the line.
Unfortunately, there is an expedite hold for this area.
This matter was referred to the Local Manager for handling and to see if the commitment to restore date can be sooner than September 9, 2019.
Credits totaling $91.68 were issued. Please allow 1-2 bill cycles for credit to post to the account.
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
Billing for services not received
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The Complaint states that: Ms. advises that she was billed for a full month of service. Frontier has investigated the above
statements and offers the following response:Frontier advises that Ms. has pre-paid for her services and was eligible to continue receiving service through the end of her billing cycle.Subscribers to Frontier’s service are billed one full month in advance. Termination of service subscription is effective on the last day of the Frontier billing cycle. No partial month credits or refunds are provided for previously billed service subscriptions as per the terms of service which can be viewed at www.frontier.com/terms. Frontier representative 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.Frontier Specialist: Tocoma
K. Department:
General Manager
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 representative on the phone stated that I could not cancel my service on June 3rd as requested but it would be cancelled as of June 4th. The representative never told me I had service through the end of my billing cycle nor did they inform me that I would be billed a full month's services at the time of cancellation. After I cancelled I participated in an online chat asking when my prorated bill would be available so I could pay the correct amount. The representative on the chat advised me that when service is cancelled you pay the amount, then the prorate will adjust the bill and anything additional would be refunded. Based on the current Better Business Rating for this company should be enough to realize that they are not a fair and practical business. I have already paid what they claim is outstanding and they called to leave a voicemail stating they pulled my cancellation phone call and I was not told I would get a prorated bill so they weren't going to reverse the charges. That is correct because I never asked. No agents advised that I had service until the end of the month or I wouldn't have unplugged my modem that day and never used it again. Also, the proration was mentioned in an online chat session and there was no dissent to my suggestion that I was waiting for a prorated bill. I wasn't told at that time that I would be sent to collections as I was worried about a late fee being assessed while I waited for this company to get the billing fixed. The online agent advised a bill would be sent, then they'd bill an entire month and then they'd prorate it and refund the remainder that was overpaid.
Regards
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
I have called Frontier 5 or 6 times since I have canceled services to send their modem back to them and they continously do NOT send the modem shipping box out to me. I even got a phony tracking number on one of the calls. If I am charged I will be contacting you guys AGAIN to settle the matter.
This is in response to the additional concerns for Revdex.com ***
The Additional concerns states:
Ms. states she has contacted Frontier multiple times requesting a return kit to ship the modem back.
Frontier has investigated the above statements and offers the following response:
Frontier records show Ms.’s modem is not a returnable item therefore no return kit will be generated and Ms. will not be charged for unreturned equipment.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. experienced as a result of the above matter.
I called Frontier in February/March 2019 to advise that I am moving and will be canceling my account and gave them a date of last service. They sent me box to return the equipment.
On April 27, 2019, I returned the equipment in the prepaid box by dropping it off at the UPS store.
I received a bill for month of May service, and a charge for unreturned equipment. I called on May 6 upon receiving the bill and notified the representative that I cancelled the service. Rep said I had to call and advise of the cancellation. I previously called notifying them when my last date of service would be. During the May 6 call where I notified the representative of canceling, the call dropped due to cell phone reception. Frontier is trying to continue to bill me $242.57 for a service I cancelled and no longer utilized as of April 27, 2019.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. states Frontier billed for service after he requested to terminate the account. Mr. disputes the charge for unreturned equipment. Frontier has investigated the above statement
and offers the following response:Frontier records confirm Mr. requested to terminate the account on May 4, 2019. The call dropped during this request and the order was never processed. Mr. called back to the business office on June 6, 2019 to request termination for a second time. Frontier will honor the effective date of May 2, 2019 (the bill date) as the termination date. Mr. reversed payments that total $259.90 that includes valid charges from April 2 – May 1. Frontier has agreed to adjust charges from May 2 – July 1. Mr. has an active dispute with his financial institution. Once it has been resolved Frontier will determine the exact amount to adjust. Frontier received the equipment back on May 2, 2019. An adjustment in the amount of $107.00 was applied to the June billing statement. Frontier will continue to work directly with
Mr. until the matter is resolved. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
I previously had internet, cable, and phone services from Frontier Communications. I recently switched providers for all three services. I called Frontier Communications today to cancel my service. Frontier is refusing to prorate my bill for the month of August for my internet and TV and will only prorate the small portion for my home phone. I advised them I will only pay a prorated amount for their services from August 1st through August 9th because I no longer have their services as of today. They told me if I don't pay for the entire month of August (even though I no longer have the ability to use their services) that they will send me to a collections agency. I spoke to three different Frontier customer service representatives today as well as a manager in attempts to resolve this, and they all told me the same thing. I am no longer under any kind of contract with Frontier communications that obligates me to remain a customer. I don't understand how it can be legal/ethical to charge someone for services that are not rendered since I no longer have their services after today.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Mr. has pre-paid for his services and is eligible to continue receiving service through the end of his billing cycle.
Frontier spoke with Mr. and confirmed the above information.
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,
***
They did reach out to me and offered no resolution. They said I prepaid for services however that is not accurate as I still have not paid them and I am trying to resolve this prior to sending payment. They also told me that they changed their T's & C's in 2017 which was after I signed up as a customer. This change is what has cause this disagreement in the final bill. I was never made aware of these changes during the time I was a customer. They never called, e-mailed, or mailed anything to my home. I would have never accepted these changes in terms.
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
I switched service to Frontier and was given the internet Mpbs per the recommendation of the sales agent, as I had no clue what we would need. However, I told them I work from home, homeschool, etc. and a lot of systems would be going at once. After a week/two weeks of not even having service; constantly going offline, etc., we cancelled and went back with our previous provider. I was told when cancelling, that I would need to wait until the first bill before requesting a refund. Once I received my first bill I called back in and filed the request. Case # ***. Called back in to check the status, they told me the case/refund had been approved and for me to call back Friday 8/9/19 to verify everything went through (bc the rep had seen instances where you have to keep following up to ensure it did). Called back today, 8/9/19, was on the phone for over an hour with a rep and manager who told me, "sorry, that was incorrect, you have to pay it." Wouldn't even take the time to review the recordings because he supposedly gave me incorrect information and said that someone had already told me that. NO ONE ever told me that, only that I would have to call back in after the first statement had been mailed to me before they could review, and then the man who told me it was approved. I can SEE why this business has a big FAT "F" rating!!
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Ms. advised after weeks of no service she discontinues service and was advised a refund would follow.
Frontier has investigated the above statements and offers the following response:
Records show service order *** completed April 26, 2019 installing service.
Service order notes indicate the service was connected and working up to the outside of the premises.
Research failed to locate any technical support tickets or trouble tickets advising no internet service.
Records show service order *** completed May 24,2019 disconnecting service.
Frontier advises in July 2017 the terms and conditions were updated ending partial month disconnect credits.
At this time Ms. has a balance payable and due of $112.35
We are confident that our response has been sufficient to address these issues. If Ms. has any additional questions, please contact Amy B, xt 1113132. 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.
I paid my frontier bill in their app and was charged twice. They had already taken the money from my account then said it hadn’t been processed on their end and that I needed to wait 3-5 business days to call back and see if it cleared their account. So this would mean I’m already out of the money they took from me for 3-5 days then it takes them another 3-5 days to return it to my bank about. I needed that money for groceries. Now I will have to sit here without food because they stole my money. They weren’t willing to give me any kind of compilation on my next bill eaithwr for this hassle they stole my money but made it out to be my fault.
Thank you for referring the complaint of *** tour office for
review. We appreciate her bringing this
matter to our attention.In the complaint Ms. expressed concern regarding making a
payment on the Frontier App and being charged twice. Our records indicate there was a successful payment of $66.34 on August
9, 2019, confirmation number ***. Additionally, a second payment of $66.34 was entered on August 9,
2019. Frontier initiated a reversal on August 12, 2019. Frontier has contacted Ms. and left a
detailed message with direct contact information. We sincerely apologize the for the delay in returning the duplicate
payment; as Frontier is unable to process a reversal of funds until the payment
has completed, which can take up to 3 business days. Once the payment
completes, Frontier can process a reversal which can take 5 - 7 business days
for the funds to be available depending on the banking facility.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.Should Ms. wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I have been without working phone service on and off since November of 2018 and have called several times to get it fixed and they have taken untill August to hopefully have resolved it finally however now they are refusing to credit me for the services they billed me for that didn't work appropriately a week ago I spent over 2 hours on the phone with many different employees thought after all that it would finally be resolved and my services would work and I'd be credited for the time they didn't but I was wrong no one followed up after the tech came out and today my services are off again and I'm being offered a $50 credit after speaking to 2 different people and being on the phone so far for 50 minutes which doesn't even break down to $10 a month I'm not asking for a credit for all my services just the phone service which didn't work
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 her landline was not working and would like the time out of service credit. Frontier has investigated the above statements and offers the following response:
Frontier advises we have reviewed the repair tickets and we have applied the appropriate out of service credits.
The adjustment request has been approved and will be posted immediately to the account.
Frontier has provided direct contact information if Ms. has additional concerns.
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.
I has Frontier services for as long as two years and was never late. I moved to a new house and called ahead to scheduled my service to be moved to my new address. I called about a week before moving (02/20/2019) and spoke with a representative over the phone. The lady assured me that the service was going to be moved. I moved on March first and the service was never moved. I called to cancel the service because no one came to install my service. I went to the competitor and they install their service the same day. On March 6th an installer from Frontier came to my house but I told him I had canceled the service. He left I called Frontier and they told me the service was cancel. Now we are on August and I am receiving a letter that they send me to collection for a service I never had install to begging with when I moved to my new house and my serviced was paid
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this matter
to our attention. According to the complaint: Mr. states Frontier billed for services not rendered after he requested to move the service. Frontier has investigated the above statement
and offers the following response:Frontier records confirms Mr. called the business office in February 2019 to request to move his service to another location. Based on the notes an order was created that assigned a new telephone number to Mr.. That order never completed, and the service was never moved. The original account continued to bill at the previous address in error. I have submitted a request to have the balance of $188.27 adjusted to a zero balance. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
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
Daily I'm restarting my internet due to throttling. I'm supposed to have atleast 28mbps download speed and I am usually getting under 6!!! I'm paying 70 dollars a month to receive 30mpbs and I never ever get that. I've called dozens and dozens of times and have always received the worst customer service along with waiting on hold for hours and I mean HOURS to talk to a competent person.
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 tested the access line and found that Internet speeds were within an acceptable range.
Frontier attempted to reach Mr. to discuss internet service but was unsuccessful.
Frontier advises if Mr. experiences internet issues to contact technical support for assistance.
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.
Our house constantly has no internet every time I call it's weeks before appointment to be repaired no one contact us to update on issue last week I got 3 messages about internet being out week before they had just repaired it after us being out of internet for 3 weeks
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. 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 advises Ms.’s service was repaired on August 26, 2019.
Frontier apologizes for the missed commitment experienced by Ms.. Frontier is working on opportunities to alleviate customer frustration related to missed commitments and repairs.
Frontier has applied a credit adjustment to Ms.’s account for the time out of service. Please allow 1 to 2 bill cycles for the credit to appear.
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.
On May 7, I notified Frontier that I would be cancelling my service and porting out my number to *** On the very last day or the billing cycle,5/21, my number ported out. I am receiving a bill for service from May 22 through June 21. I have called and spoken to customer service reps at least 6 times. I filed a dispute and someone named Charlie from Kentucky said that someone from Frontier Would contact me to discuss. That never happened.
All of the folks that I have spoken to agree that I do not owe the bill and within three billing cycles it would be straightened out. Today I received a letter from a collection agency!!!! Once again I called and was told byJessica that I did not owe anything but that communications between departments did not occur and there was nothing she could do.
My bill was paid in full through the port date of 5/21.
I should not have to deal with a collection agency. Frontier needs to make this right!!!
On May 7, I notified Frontier that I would be cancelling my service and porting out my number to *** On the very last day or the billing cycle,5/21, my number ported out. I am receiving a bill for service from May 22 through June 21. I have called and spoken to customer service reps at least 6 times. I filed a dispute, and someone named Charlie from Kentucky said that someone from Frontier Would contact me to discuss. That never happened. All the folks that I have spoken to agree that I do not owe the bill and within three billing cycles it would be straightened out. Today I received a letter from a collection agency!!!! Once again, I called and was told by Jessica that I did not owe anything but that communications between departments did not occur and there was nothing she could do. My bill was paid in full through the port date of 5/21. I should not have to deal with a collection agency. Frontier needs to make this right!!! Contact by the business They square things with the collection agency.
Per Frontier records:
Mr. established service on November 1, 1978 and disconnected as of May 21, 2019.
Mr. was billed for charges from May 22 – June 21, 2019 on the May 22, 2019 billing statement totaling $99.61. He also billed an additional $17.18 on the June 22, 2019 billing statement for partial promotion credits already given. Left a balance of $116.79.
Mr.’s current balance is $0.
Mr.’s account has been credited in the amount of $116.79. The credit was approved on August 12, 2019. Frontier has reached out to the Collection Agency to have the negative remark removed and the account updated. The account will be updated within 20-45 business days.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Revdex.com in closing this complaint.
I cancelled my service because frontier would not keep me connected to the internet and I sent their modem back with UPS tracking number *** and dropped this off at a UPS store on June 8th in New Albany, IN I was due $68.80 credit and Frontier never paid me. Now in August instead of paying me my $68.80, I got a bill with a charge of $107 for the modem I sent back. I filed the claim with UPS and package is lost. So Frontier told me on phone they are not going to refund me $68.80 and charging me $107 and now I own them $38.80. UPS stated that they gave Frontier the info they needed and Frontier should retract their $107 charge. I am a disabled Veteran on a limited income and this has stressed me out so bad. I keep calling Frontier and they keep transferring me and won't help me, then I contacted them on Facebook and they still won't have an account mangager call me. I am so distressed over this. I did my part, why won't Frontier do theirs? Are they that crooked?
I cancelled my service because frontier would not keep me connected to the internet and I sent their modem back with UPS tracking number *** and dropped this off at a UPS store on June 8th in New Albany, IN I was due $68.80 credit and Frontier never paid me. Now in August instead of paying me my $68.80, I got a bill with a charge of $107 for the modem I sent back. I filed the claim with UPS and package is lost. So, Frontier told me on phone they are not going to refund me $68.80 and charging me $107 and now I own them $38.80. UPS stated that they gave Frontier the info they needed, and Frontier should retract their $107 charge. I am a disabled Veteran on a limited income and this has stressed me out so bad. I keep calling Frontier and they keep transferring me and won’t help me, then I contacted them on Facebook and they still won’t have an account manager call me. I am so distressed over this.
Ms. activated service on February 21, 2017 and deactivated service on May 29, 2019.
Ms. spoke with a Frontier agent about adjustments to the account for equipment charges. She was billed $107/Broadband Unreturned Equipment Fee on the July 28, 2019 billing statement.
The account was flagged for equipment return and a credit in the amount of $107.00 was issued to cover the unreturned equipment fee of $100 plus tax on August 13, 2019.
Ms. has a credit of $68.80 on the final account. It will be refunded to her with 30-45 business days.
Frontier apologizes for any inconvenience that the matter mentioned above has caused Ms..
We trust that this information will assist the Revdex.com in closing this complaint.
Thank you!
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 have been conversing with Glenda H from Frontier on the phone and emails and she says Frontier has agreed to remove the $107 charge for the equipment return, but cannot tell me when it will be off my account. I heard since May that I would get my refund of $68.80 in 30 days, then it was 60, then they changed me a disconnection fee of $9.99 and then my refund would be $68.80. I could not use the internet for all of May and called multiple times. So now it is almost the end of August and I still do not have my refund. Now Frontier states I have to wait another 60-90 days. I am a disabled Veteran on a limited income and I need my money now. They make me pay the bills ASAP and I have waited over 100 days.
Regards
Revdex.com Reference #: ***
Nature of Complaint: I cancelled my service because frontier would not keep me connected to the internet and I sent their modem back with UPS tracking number *** and dropped this off at a UPS store on June 8th in New Albany, IN I was due $68.80 credit and Frontier never paid me. Now in August instead of paying me my $68.80, I got a bill with a charge of $107 for the modem I sent back. I filed the claim with UPS and package is lost. So, Frontier told me on phone they are not going to refund me $68.80 and charging me $107 and now I own them $38.80. UPS stated that they gave Frontier the info they needed, and Frontier should retract their $107 charge. I am a disabled Veteran on a limited income and this has stressed me out so bad. I keep calling Frontier and they keep transferring me and won’t help me, then I contacted them on Facebook and they still won’t have an account manager call me. I am so distressed over this. I did my part, why won’t Frontier do theirs? Are they that crooked?
Ms. activated service on February 21, 2017 and deactivated service on May 29, 2019.
Ms. spoke with a Frontier agent about adjustments to the account for equipment charges. She was billed $107/Broadband Unreturned Equipment Fee on the July 28, 2019 billing statement.
The account was flagged for equipment return and a credit in the amount of $107.00 was issued to cover the unreturned equipment fee of $100 plus tax on August 13, 2019.
Ms. has a credit of $68.80 on the final account. The account reflects a $0 balance. It will be refunded to her with 14-21 days from August 31, 2019.
Frontier apologizes for any inconvenience that the matter mentioned above has caused Ms.. We trust that this information will assist the Revdex.com in closing this complaint.
Frontier Communications has been charging us and promising us service for almost 2 months now. They continually tell us the service is fixed and it is not. While dealing with customer service we are hung up on multiple times and we now have to wait a month get a service appointment. They have also no showed on a couple appointments and then tell us out priority goes to the back of the line.
Nature of Complaint: Frontier Communications has been charging us and promising us service for almost 2 months now. They continually tell us the service is fixed and it is not. While dealing with customer service we are hung up on multiple times and we now must wait a month get a service appointment. They have also no showed on a couple appointments and then tell us out priority goes to the back of the line
The customer currently bills Frontier $32/Internet w/Voice, $10/Wi-Fi Router plus taxes and surcharges monthly.
Repair Ticket #*** advises that a repair request was submitted on August 8 and closed on September 3. The technician advised that he programmed the modem and cleared the issue. Service is now active.
As a courtesy, a Frontier agent adjusted the account in the amount of $50 due to outage. ($25 for each month that the service was inactive)
Frontier apologizes for any inconvenience the above matter has caused Mr.-***. We trust that this information will assist the Revdex.com in closing this complaint.
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, because the internet is currently working. Shortly after the ticket was closed the internet stopped working and I made 2 phone calls with no returned call. Shortly after that the internet started working and still is working fine. We are satisfied as long as our service continues to work. Thank you....
Regards,
***-
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 offer would have been accepted however the $25 per month of no service was not credited to our account. Furthermore, the bills sent to us have late fees and router fees for the months that the service was not working due to the router being bad. I have filed a dispute of the charges with Frontier but was advised it could take up to 35-45 days to resolve. The month prior to this I was advised the charges would be corrected however it wasn’t.
Regards
Frontier advises, all adjustments require time for posting to a Frontier statement which is usually within 1-2 billing periods. The $50 plus tax in promised credit has applied to the account along with credit for late fees. The total credit applied to the account is $73.68. This credit is available for review via Frontier.com though the customer's account login. Credit will post on the November 1, 2019 bill date. Frontier apologizes for any inconviencene the above matter has caused and trust this information will assist you in closing this complaint.
I turned in equipment and canceled service within days of beginning service. Frontier failed to provide the internet service I had requested. I then turned the equipment in. The local branch took he equipment. A month later Frontier called and said I had never turned in the equipment and owed money. I contested and refused to pay. They have since turned this in to collection and it has adversely affected my credit. Their claim is fraudulent. They are expecting me to pay for service I never received and equipment that was turned in to the local office on Coliseum Blvd.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises his disputing charges on final bill. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on August 16, 2019.
Frontier reviewed the account charges and adjustments with Mr..
Frontier advises the current charges are correct.
As stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms) termination of non-regulated services is effective the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier has scheduled a follow up.
Frontier has provided direct contact information if Mr. has additional concerns.
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.
I have been losing my internet connection with frontier and every time I call them and tell them that I wanted to speak with a supervisor they don't or they transfer me to another department that had no idea what was going on.they send me a new modem due to the other one was not working right and I have no internet and no one there knows what to do.
The Complaint states that:
Mr. states that he continues to experience Internet connectivity issues. Mr. states that Frontier continues to replace the modem, but that has not resolved the service issues. Frontier has investigated the above statements and offers the following response:
Frontier records a repair ticket was issued on August 8, 2019 with an August 16 work-date. Frontier records show a Frontier technician was dispatched to Mr.’s location on August 16, 2019. The technician was able to correct the wiring within the Frontier switch to resolve the Internet service issue. Frontier has issued all needed out of service credits. Frontier spoke with Mr. on August 17, 2019 to advise of the above information. We regret any inconvenience that *** E *** may have experienced as a result of the above matter.
I called on June 14, 2019, 5 days before the next billing cycle and 11 days before my last date of service, and cancelled my service, which was horrible since frontier bought *** and given misinformation about how I would be charged on my final bill. The information was given before the billing cycle was over. If I had been given correct information at that time I would have either cancelled service as of 6/18 or waited until 7/18 as no one wants to pay for 24 days of service that they did not receive. The final bill was for the dates of service from 6/19/19 to 7/18 19. My service was discontinued as of 6/25/19. I was told that I would only have to pay for the days I used the service and that the bill would be adjusted to show this, that would be 7 days of service for the last billing cycle. We called again before cancellation to confirm on 6/21/19. I went on line to pay my final bill following cancellation and it showed the entire amount due. I called again 3 times and was told each time, on 6/27, 7/11 and 8/8 that it takes 90 days to adjust the bill. On 8/8 Amanda who again told me that it takes 90 days did some further investigation and after several hours on the phone I was finally told now that I had to pay the entire amount for the whole month even though I didn't receive anything for the entire month as that is their policy and the contract I had with them. I told them I don't have any contract with them as they bought *** and I was just taken over my contract was with *** and I only pay for the services I received for 7 days of service and that I was even told by 5 of their own agents the same thing. I told them I would have waited until July 18th and not have switched until then as no one is stupid enough to pay two companies for the same period of time. They refused to make any adjustments even though they have my record with all of my phone calls and their agents giving incorrect information and want to place the blame all on the customer. Horrible service and a company without integrity. What I want is my bill adjusted to just the 7 days service I received and to be done with Frontier. This is not the only problems with this company. I had problems with service immediately after they bought ***. Shoddy service, set top boxes that didn't work, not being able to watch television regularly for almost 3 and 1/2 months and being told I would receive a credit and never receiving anything. Having to have hard lines put in to finally have some kind of service and being told I wouldn't be charged for those and being charged almost $200.00 again which was never adjusted off. Just a horrible company with absolutely no integrity or morals taking advantage of their customers.
Thank you for referring the complaint of Don
*** to our office for review. We
appreciate him bringing this matter to our attention. In the complaint Mr. expressed concern
regarding transitioning to from *** to Frontier, purchased movies that
failed to transfer from ***, spotty service and misinformation received
from Frontier representatives. He stated
he was charged for 31 days of service but only received seven days before
disconnection.Our records indicate Mr. ported out
service on June 25, 2019, and the service was activated by the new provider at
2:48 PM. Prior to the porting of
service, the June 19, 2019 billing statement generated and billed for the full
billing cycle. This is accurate, as the
service remained in service at this time. The following month’s invoice, dated July 19,
2019, reflected the previous balance of $302.79, there was no payment received,
and the balance forward was $302.79. There were no new charges billed. Frontier bills through the end of the billing cycle, which became
effective in 2017. The customer ported
out six-days after the bill cycle began and for this reason, he was billed
through the end of the billing cycle, July 18, 2019.The
customer received notification on the June 19, 2017 billing statement, which
stated the following: IMPORTANT NOTICE ABOUT YOUR INTERNET AND VANTAGE VOICE/FiOS
DIGITAL VOICE (VoIP) SERVICES: Frontier has updated the Terms of Service (TOS) that apply
to your Frontier High Speed Internet services and if applicable, your VoIP or
Digital Voice services. The updated Frontier TOS are posted at
www.frontier.com/terms/ and enclosed in this bill. By using or paying for your
Frontier services, you are agreeing to the updated TOS. If you wish to remain
subject to the previously applicable terms of service (also posted at
www.frontier.com/terms/) you must call within 30 days of this
bill. You may also contact this number if you have questions regarding the
updated Frontier TOS. When the TOS changed, there is no documentation
of Mr. contacting Frontier to opt out and for this reason he was billed
through the end of the billing cycle. We apologize the for the loss of purchased
movies, which was an issue when accounts were initially transitioned. We also apologize for the difficulty the
customer experienced with getting services operating at full capacity. Will all things considered, the full balance
was credited on August 26, 2019, in the amount of $202.91. As a result of this credit, there will be
another bill generated to reflect the credited amount. Mrs. confirmed payment was already
submitted; however, it has yet to post to the account. Mrs. was advised she would receive a
refund for the payment submitted.We sincerely apologize for all the issues the
customer experienced with Frontier. Should Mr. or Mrs. wish to discuss this matter further, I can be
reached at EXT 111-3143.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I signed up for service with Frontier around August 20th, 2017, for TV, Internet, and phone. I was paying for internet speeds of 150/150 Mbps, download/upload speed. On July 9th,2019, my service went down, and after nine days, they sent out a tech on the 18th to do some repairs. At this time, besides the repairs that were made, I was informed by the Tech that the equipment that was initially installed was not the right equipment to handle the speed that I was paying for. He informed me that he would have to do a completely new install on the exterior and interior of the house to correct this issue. After the completion, my speed was perfect. I contacted Frontier to resolve my overpayment complain, I was told that because I was still getting internet, they cannot reimburse me for the issue, and I should have contacted them earlier to about my problem. P.S. I had no idea that my speed was half of what I was paying for. Thank you
The Complaint states that: Mr. advises that he subscribes to 150/150 mbps, but had outdated equipment at his home prohibiting him from reaching that speed. Mr. is requesting backdated credit for the speed he was capable for with the installed equipment and the 150/150 mbps. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused. Frontier advises that a technician visited Mr.’s home on July 18, 2019 and repaired Mr.’s outage, as well as updated all of his internet equipment. Frontier advises that time out of service credit for 9 days was issued on August 7, 2019 totaling $48.25. As stated in Frontier’s terms and conditions, actual Internet speeds may vary, and any speed advertised is not a guarantee. Frontier’s promotional materials also clearly state that “Actual speeds may vary and are not guaranteed. Service subject to availability.” As a result, Mr. is subscribing to the service tier for service as fast as 150 Mbps and receives service as fast as 150 Mbps. Frontier advises that after review of Mr.’s repair records, we did not find any evidence that he reported speed issues since installation of his Frontier service. Frontier advises that the equipment Mr. had installed at his home was compatible to 100/100 mbps. There is no price difference between 100/100 mbps and 150/150 mbps. Frontier advises that we spoke to Mr. on August 19, 2019 to advise of the above.
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 contacted me to resolve this matter. They claim that there is not much difference between 150/150 and 100/100, and that at most, it's a $10.00 difference, but they cannot issue a refund because speeds are not that much apart. I was paying for the higher speed and didn't receive what I was paying for. If as they claim in their response that the price is the same for booth speeds, why would anyone not elect the higher speed. Regards
The Complaint states that: Mr. advises that he subscribes to 150/150 mbps, but had outdated equipment at his home prohibiting him from reaching that speed. Mr. is requesting backdated credit for the speed he was capable for with the installed equipment and the 150/150 mbps. Frontier has investigated the above statements and offers the following response: Frontier apologizes for the inconvenience this issue has caused. Frontier advises that Frontier’s position has not changed and there is no new information that would alter this decision. Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his rebuttal. Direct contact information has been provided.
Telephone wire broke and fell across my property. I have spent an hour trying to contact Frontier Communications to report the wire down but they are too busy to take my calls.
Frontier has investigated the above statements and offers the following response:
Frontier dispatched a technician on August 19, 2019 and removed the downed line.
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.
mOST FRUSTRATING DEALING WITH CUSTOMER SERVICE- 10 hRS WAIT ON HOLD OVER SEVERAL CALLS TO GET MY INTERNET ON LINE. Service tech never shows on time if at all. They schedule a service call for 2 weeks in the future and then after waiting all day and no show they reschedule call for another 2 weeks in future. Terrible waste of my time waitingh on hold and waiting for noshow tech. Service has slowed tremendously- ?? down throttling ??
Frontier has investigated the above statements and offers the following response:
Frontier missed Mr.’s August 7th scheduled repair appointment due to unforeseen circumstances.
Frontier scheduled Mr. for the next available appointment date of August 14th.
Frontier advises that internet speeds are based on multiple variables including limitations of the devices used, wiring inside the home, time of day, distance from Frontier’s equipment, among other factors.
Frontier completed Mr.’s trouble ticket on August 14th and a technician was able to re-provision Mr.’s speed.
A Frontier representative contacted Mr. to advise that prorated time out of service credit would be applied to his account.
An additional credit for $25 was applied to Mr.’s account for the missed appointment.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 13756930, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***While they ultimately got me on line, it took appx 10- 12 hrs of my time, mostly on hold, to get them to do something. Most of the time I got connected to people who had a very poor command of English language and were totally unable to help- just kept me on hold for hours. When the tech was scheduled to come to my home I waited 8 hours before I got a message that he would not come and rescheduled. Ultimately they gave me a few dollars as a concession. While they gloss over the problem, the fact is that I spent about 20 hours of my time hassling with them before they fixed the problem. It remains to be seen if my service remains or drifts back to the prior unacceptable level.. The customer service people are inept and nothing is being done to improve this situation. Unfortunately Frontier has a monopoly in our area and we have no alternative.
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. experienced long hold times while trying to resolve his internet connection issues. Mr. has concerns about his service continuing to work in the future after Frontier was able to restore the service connection. Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the long wait times to resolve Mr.’s connection issues.
On August 22nd, a Frontier representative confirmed that Mr.’s service was still working and advised that the service was working within the acceptable range.
Mr. was provided a direct contact number for future concerns.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.