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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Frontier advertised an internet speed and sold a speed that was apparently not available in my area. The sales rep that I worked with insisted that it was. When the technician installed my internet he was not able to get the speeds that was sold in the package but was able to get me 3/4 of that download speed, but that they would discount my bill about $7 a month. After a few days, my speed was reduced to just 1/4 of the original internet speed that I signed up for. I am now signed up for a contract for 2 years at a fraction of what was promised, advertised and delivered.
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 they had issues with Internet connectivity and speed. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on August 26, 2019.
Mr. explained that they have decided to close the account and no longer need our services.
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.
On 7/6/19 we had an electrical storm in our area of our home. Our phonelines were out & our WiFi kept dropping. It was 5 days before our phones were restored, but our WiFi continued to drop. I called many, many times and was on the line with them for many hours ( 1 call on 7/24/19 alone was 2 1/2 hours). Finally getting a supervisor that call who confirmed 368 dropped internet connections from 7/6/19 - 7/24/19 alone. To date I still have not been able to get a tech to our house to repair the issues. I was bumped to 8/15/19 repair. I was also supposed to get credits for loss of service during this time period, but bill came in with norm credits! No WiFi at my home means not internet & no cell service.
We have been with frontier since 1992 & no one seems to care!
Frontier advises a Trouble Ticket for no dial tone was created on July 08, 2019 and closed as repaired on July 09, 2019.
Frontier spoke with Ms. who advised she was without phone service for 5 days from July 04, 2019 thru July 09, 2019. A prorated out of service credit in the amount of $8.14 has been applied.
Frontier advises Ms. has experienced frequent disconnects since July 09, 2019 which was not resolved at the time the July 09, 2019 ticket was closed.
Frontier advises a repair ticket for internet connectivity was reported July 26, 2019 with an appointment for August 15, 2019.
Frontier advises service concerns are addressed as quickly as possible with consideration to the service affected, medical necessity, inclement weather and other factors.
Frontier advises due to an unanticipated increase in workload, the restoral date for Ms.’s trouble ticket was delayed. Frontier is taking the necessary steps to mitigate customer impact within the affected regions.
Frontier advises a Technician was dispatched on August 16, 2019 and repaired internet to working order.
Frontier has applied a service affected adjustment for internet from July 08, 2019 through August 16, 2019 in the amount of $50.70.
Frontier has applied a missed commitment adjustment for July 26, 2019 and August 15, 2019 in the amount of $25.00 each for a total of $50.00.
Frontier advises the above referenced adjustments to total $108.84 will be effective on the August 28, 2019 billing cycle.
Frontier has been in contact with Ms. and advised of the above.
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.
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 timeline you gave is incorrect. On 7/6/19 there was an electrical storm in my area that caused the 2 phone lines at my house to go down, as well as my WiFi to keep dropping. I did not have a phone line or a cell phone that worked at my house (as WiFi was dropping causing my cell calls to drop). On 7/8/19 I drove to town to take my mother to the Drs., while in town I stopped at the frontier location in port Jervis, NY to report the issue. I was unaware that you could not go into that office any longer. I saw a frontier truck outside & stopped & spoke with Brian Nutt, my previous neighbor, who is employed by frontier. I asked him to report it for my as my lines were down & WiFi was dropping. He did & 1st trouble ticket was generated. That trouble ticket was for 7/25/19. Someone came to my house 7/9/19 & repaired phone lines. I called again 2 days later as the WiFi was still dropping. I got another trouble ticket for 7/26/19. That ticket got closed & issue was still not fixed which generated the 8/15/19 repair ticket. After waiting around for that repair on 8/15/19, I was contacted that someone would not be out that day & instead on 8/16/19. repair tickets were being made for days I worked. I called many, many, many times & was on the phone for many hours cumulatively with frontier trying to get issue resolved. Not only was I out for phone & WiFi services I was billed for, but also wasted many hours of my time trying to get a tech to my house. On 7/24/19 alone I was on 1 phone call with frontier for 2 1/2 hours! I told them that I had to work on 7/26/19 & was assured someone would check lines to my house, but it was not done & ticket was closed. I was on a call 7/27/19 in AM with frontier for 48 minutes & while waiting to be transferred to a supervisor, the call got dropped & no one returned the call. Had to call again that night to reschedule after they closed the ticket again @ was on the phone another hour after being told my case had gone into escalation. My time has value too & no one seemed to care to try to resolve my issue after being a loyal customer at our home since 1992! I see your extension number, Kohn, but not a phone number to call you.
***
Regards,
*** &
Frontier advises service performance adjustments are provided for documented service concerns and are provided on a prorated basis from the report date thru the repair date.
Frontier advises Ms. stated she without phone service for 5 days from July 04, 2019 thru July 09, 2019. A prorated out of service adjustment in the amount of $8.14 was previously applied associated with phone. This credit is on page 1 of the August 28, 2019 statement.
Frontier applied a service affected adjustment for internet from July 08, 2019 initial report date thru August 16, 2019 repair date in the amount of $50.70. After further calculation, $1.28 additional credit has been applied. This credit will be effective on the September 28, 2019 cycle.
Frontier advises the internet adjustment was determined as internet is billed at $39.99 per month ($1.33 per day) X 39 days (July 08, 2019 thru August 16, 2019) = $51.98. As $50.70 was previously applied, the additional $1.28 adjustment increases the internet adjustment total to $51.98.
Frontier advises all warranted adjustments from the July 09, 2019 initial outage report thru current have been applied.
I called to have my service called approximately 2 months prior. I am being billed for a whole months service even though I only had it for 3 days during that month. I called customer service and no one wants to help resolve this issue. When I asked for a Manager the guy hung up on me and said he will not transfer me to a supervisor.
I had to call back to get to a manager.
I was advised that they will not adjust the bill to the days I used and they do not do that.
When I went to cancel a couple months prior I was never told that they would bill me for the full month even though I only had if for 3 days during that billing period. If I had known this I would have changed my disconnect date.
Frontier Communications
Thank you for referring the complaint of *** W. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** W. *** states he called to have his service cancelled approximately two months prior. He is being billed for a whole month’s service even though he only had it for three days during the month. *** W. *** states he called customer service and was told Frontier will not adjust the bill to the days he used because they do not do that. *** W. *** states when he calls Frontier customer service he receives no resolution. *** W. *** states he is requesting credit for only the days he used service because if the agent told him when he called he would be billed for a full month he would have changed his date of disconnection. The agent only told him of a $9.99 internet disconnection fee. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** W. *** on August 27, 2019 and informed him that Frontier no longer prorates the final bill. Frontier bills for the entire bill cycle on the final bill. This policy changed in April 2017 and was communicated on his billing statement that month.
Frontier issued a one- time credit of $25.00 due to him not being informed by the agent when he cancelled service. Even though this was printed on the bill back in 2017 the agent should have informed him on the phone when he cancelled.
Coaching has been provided.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** W. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
:
Called yesterday to report my DSL not working; waited 28 min. to talk to someone. Having to go through all the questions, checking the modem, and talking to someone whom I could hardly understand; he told me he would call back to let me know what was going on.
No call. the next day I call again, talked to Tammy (***) after waiting another half hour, I told her I called yesterday, went through all the questions, ect. yesterday. I then told her I was not doing it again! asked her to send someone out to fix it. She actually asked what was wrong! I just told her it didn't work!
She then told me I would be charged to send someone to fix the problem! After a few choice words I asked her to send someone. Someone has to be home the day they come, I asked what time, she said between 8am & 5pm. so now I have to take the whole day off from work, get charged to have someone fix my DSL, and wait five days for them to show.
And this is what Frontier calls customer service!! what a joke!
when I called it was stated was 24 mb of service for one price so I switched from sudden link to frontier. Was not until after was connected I was told 9 to 12 mb so after, I called and told them that it was false advertisment, they then discounted a seconed router that still only gave 12 mb per speed that lasted 3 months and then went to normal price. I was ok I guess with this because I have use the net for my kids that do online schoolling. but then one box went out and for 2 months never sent anyone out just sent me a new box and still did not work. and {Frontier was still billing me} told them has to be in the line, so now they say give them another week and they will have someone out to look at it. When I asked for corp number I was given an adult singles number for people over 50 years of age and I know was not a mistake because I had Joe repeat 3 times the number as I been writing this complaint I called back and they sent me to a retention department, now first lie they can not give corprate number they have email corp have them contact me so the guy lied and that was first one, now this is what has me steamed more after 2 hours with managers and thier managers that tol,d me they could help in no way there is another lie. it took this one person to credit me 80 dollars with in 10 minutes after these other guys lied over and over and over that there was nothing they could do. The tech people got here proved was not my fualt. as I told her I need the Service more then the money but thank you so much for at least showing me you care, when your upper manigment that can see all the same notes since june 12th would not lift a fingure to help. I guess what I want to see is that this company as all should underdstand the way I was tought customers matter no matter how small or big the problem is we count and without us paying our bills thier company would not survive. {WE MATTER} remember you dont pay your bill on time we take your service but if we don't provide service in a timely fashion we still want you pay us does this make since so many comapnies do this to thier customers and get away with it because they bully in areas where its not so populated and not much comp heck up the road half mile from where I live they get 300 mb service for 20 dollars less thn what I pay for 12 and I have to pay double. sorry for ranting just don't want see others go through this like I had to many times in life
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 has had internet connectivity and speed issues. Frontier has investigated the above statements and offers the following response:
Frontier made several attempts to reach Ms. but have been unsuccessful. Frontier has emailed direct contact information if she has additional concerns.
Frontier has issued a several adjustments.
Frontier has scheduled a follow up.
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.
My landline has been out since July 21st and Frontier has still not fixed it. I have DSL over the phone line so my internet is also out. We have no cell coverage so we have to drive a couple miles to use our cell phones. I have contacted multiple people multiple times at Frontier and still have no service. We are senior citizens and can't contact any emergency services if needed. This outage is affecting multiple households and Frontier seems to be doing NOTHING. Our phone service goes out for days at a time every month and Frontier doesn't seem to do anything to fix it.
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 landline was out of service. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on August 9, 2019.
Frontier reviewed the repair service Ticket. The ticket was completed and test result contained a positive result.
Frontier has issued out of service adjustment based on service repair ticket. Credits will post immediately to the customer account.
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.
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,
***
My phone was out for 12 days in June and was also out in May for a lengthy period. I would like Frontier to actually FIX whatever the problem is so we don't have these repeated outages like we've had for the past two or three years. This is ridiculous--we never know whether our phone will work every time we pick it up. As for providing me with a contact, I called the contact "Amanda" when the outage started on July 22nd. First she told me my line was working and then she told me I must have a receiver off the hook. I don't need a contact to try to blame the outage on me.
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 landline was out of service in May 2019. Frontier has investigated the above statements and offers the following response:
Frontier spoke to Mr. on August 15, 2019.
Frontier reviewed the repair service Tickets and confirmed Ms. received the appropriate out of service adjustments.
Frontier confirmed landline is working. Frontier advises that if Mr. landline experiences an outage to contact Frontiers repair department.
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 cancelled my Frontier account on April 27th but they billed me for one additional month (39.99) + a termination fee ($10). I called multiple times to have them correct their mistake but they have never acknowledge. I asked to escalate and they told me a manager would call back but I have never received a call back from a manager. Instead I just received a letter today from a collections agency.
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 after disconnect.
Frontier has investigated the above statements and offers the following response:
Frontier advises Mr. account was credited $ 49.98 and the outside collection agency has been notified.
Frontier spoke with Mr. on August 8, 2019 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.
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 have been dealing with trying to get DSL HSI internet services from Frontier Communications at my residence since march of 2018. The first time I called I was offered a speed of 30mbps download speed back in march. the first appointment was set up, when the first appointment date arrived I received no phone call and the installation technician never showed up. I called the customer service and even after 9pm they told me he was still en-route. I had to call the customer service the next day to reschedule another appointment for installation. Almost one month later when the scheduled appointment took place the technician showed up and worked on installing the router. He explained that the previous appoinment was never fufiled as they over booked him with to many jobs and could not make it. After about three hours of him working it he told me that the only available ports at the home office were defective and I could not receive any service until the home office card was fixed. I continually checked up for months until finally in June of 2019 over a year later I was able to schedule another installation appointment for 25mbps connection where the sales rep said the home office box must have been repaired as there was now avaliability in my area. After the technician arrived for this installation he informed me at the end that I would only have a one line of service at 9mbps. I was then billed later in the month for two lines of service. I had to call Wednesday 7/24 and wait on hold for thirty minutes to get a billing rep to talk to and he said he would adjust it to the one line of service. 30 minutes after getting of the phone I lost all internet service. I had to call and wait on hold for over an hour and then the line just disconnected with no answer. then I set up a call back for the next day and never received a call. the internet service returned that night to the 9mbps one line service. Friday 7/26 I called again and talked to a rep to get someone to start a repair ticket to attempt to bond the lines of service to the two line service I was promised. The technician was scheduled for 8/2. Saturday 7/27 a technician showed up unannounced while I was not home however my girlfriend was and proceeded cut some wires in the service box on the side of my home saying that it "was all messed up" and he wouldn't have time to repair it today. he then left with the internet service not working, when it at least had the one line of service working prior to him cutting the wires. then I had to wait for a technician to arrive on the scheduled appointment Tuesday 7/30. the technician worked for multiple hours on Tuesday but ultimately said he could only get the one line of service working as the home office box still had many defective ports. Today 8/2 only three days after the technician was in my home to fix the connection we lost our service again for multiple hours. I tried to contact customer service and was put on hold for over one hour and forty five minutes just for the line to again disconnect with no answer. I have been trying to get information on how to get the home office card replaced so I can get the promised two line service. a few days ago I reached out to the social media specialist Andrew Schneider. I got a prescript-ed email with the wrong name and it was missing areas that were meant to be filled in. I responded asking about getting the card replaced. He didn't respond for two days then finally said he was checking up on me. Clearly he didn't read my emails. I believe Frontier Communications was funded by the government to ensure that the ports would be working and available in my area. However this box has gone unfixed for over a year. I Sent Andrew another email telling him about my lack of internet service today and him like every other person I was able to talk to over the frontier Facebook page asked if I restarted the router. I had been asked that three times today by three different people and I am so sick of saying that I did over and over then explaining that the home office needs to be replaced for it to work properly. I have talked to countless Technical support reps and installation/service technicians and no one is able to get me an answer on why they will not replace the home office port that services my area. I am fed up with the run around and being billed for a service I'm not receiving. something has to change about the terrible customer service experience.
Frontier records reflect that an order was created to add Simply Broadband Ultra Internet service. A subsequent order was placed to downgrade to Simply Broadband Max service as the technician advised that the customer has service on 1 port and we do not have a second port at this time to upgrade to a bonded line.
Frontier’s Engineering team has submitted a project to add more ports to the remote in this area. Given that many factors could impact the timing of this project, we cannot guarantee any specific date for project completion.
Frontier has agreed, in this instance, to provide a courtesy credit of $75.00 waiving the technician installation fee.
I signe for new service from frontier that I will pay $39.99 for internet service. and nothing else I received the bill which is 10.00 more for box.
Also I received the bill for $75.00 instalacion plus $9.99 Equipment Delivery and Handling Fee on top of that.
I didnt recived discount as promise for day that didn't show for instalacion as promise from
C***, Pamela
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. advises he was given the price of $39.99 for internet only, was billed a $75 installation fee and a $9.99 shipping fee for the equipment on his first bill. Mr. states he was promised a discount for the missed commitment for his installation. Frontier has investigated the above statements and offers the following response:
Per the call review, Frontier found the original sales agent quoted a monthly charge of $49.99 and advised it included the $10 modem fee.
Per the call review, Frontier found the original sales agent advised of the $75 one- time fee to install.
Frontier has removed the $9.99 shipping fee and also applied a $25 credit for the missed commitment.
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.
Sir or Madam...This is my second complaint regarding this company. You (Revdex.com) finally made them close out my account, but what they did was keep an open bill, which I had paid up all my bill (never late). Now, Frontier Communications sends me an email saying I owe them $86.67. This is ridiculous. I now do not have access to my Frontier Communications account online and I DO NOT want to call them and wait in a phone cue for hours, and you here them laughing in the background during the call. You, the Revdex.com ...IT is your responsibility to take care of unethical corporations like this. Please help. I am a combat veteran with PTSD and this is jangling my nerves :) I hope to hear from you soon. Thank you
Dear ***,Your Monthly Statement Is Now AvailableYour monthly statement for your account is now available and your payment of $86.67 is due onJuly, 26. Please log in to yourFrontier Online Bill Payto pay your outstanding balance, view your statement and review important customer notices. You may also use this site to save payment methods for future use, quickly set up Auto Pay, or to shop for Frontier services.Thank you for being a Frontier customer!
My service with Frontier was cancelled in July???Why to I have this bill. Please contact them and ask them why. They were very uncooperative with me. 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.
Regards
states he cancelled his service in July and does not owe this bill.
Frontier has investigated the above statements and offers the following response:
Frontier disconnected Mr.’s service on June 11, 2019.
Mr.’s billing cycle with Frontier was on the 2nd of each month.
Mr.’s June 2, 2019 statement was $88.77 for services through July 1, 2019.
Per Frontier’s Terms of Service, Television and Internet services are not prorated. This information can also be found monthly on each billing statement.
Per Frontier’s Terms of Service, customers are charged a $9.99 Broadband processing fee upon disconnection of service, please be advised this fee is included on Mr.’s final bill dated July 2, 2019.
Mr.’s last payment to Frontier was for $96.78 received on May 4, 2019. This payment was for services rendered May 2, 2019 through June 1, 2019.
A Frontier representative sent Mr. an email confirming the disconnection date of June 11th.
Any credits due to Mr. as a result of changing service and disconnection has been applied to his account and the details reflected on his bills dated June 2nd and July 2nd respectfully.
Charges are sustained and valid as payment for the June billing statement are still outstanding.
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.
my dsl internet service has been down since 7/21/2019. I have attempted to resolve this issue several times by trying to contact frontier customer service. I am always forwarded to an offshore "at home call center". I have been lied to repeatedly by frontier as to why my dsl is down. They said the problem is on MY end and not theirs and the soonest they could have someone come out to fix the "problem" is 8/13/2019. I paid a licensed technician to test all my phone lines from the telephone pole annd all through my house. He said my lines are fine and that there is no dsl signal at the telephone pole. Frontier had the audacity to tell my mom that some at frontier had inadvertently put our internet service on "vacation mode"?? I have never heard such nonsense in my life. I am tired being lied to and I want know why my dsl service has been disrupted. I always pay my bill on time. My uncle is an ex army green beret and served in vietnam and needs the internet to correspond with th VA for his health issues and I have an internet business which needless to say is not doing well because of this issue. please help us.
Thank you for referring the complaint of Thomas *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that he has been experiencing frequent interruptions with his internet service from Frontier. Mr. advises that his service needs to be repaired. Frontier has investigated the above statements and offers the following response: Frontier advises that a technician was dispatched on August 5, 2019 and was able to restore the customer’s service. A new router was delivered on August 9, 2019.
Frontier advises that a credit has been issued for the days that the internet service was not functioning.
Frontier spoke with Mrs. ***, the account holder, on August 9, 2019 and confirmed that her internet service is working properly. A technician is scheduled to come out the week of August 12, 2019 to ensure that there are no additional problems with the service.
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.
Internet Service consistentently does not work. Made a trouble ticket in end of June for service not working. They said they sent technician out July 16to fix issue. They sent a text saying they "may" have fixed issue. They never spell my name correctly. Every bill has my last name wrong. Last call they assured me they would get my name right. I still do not have service. I suspect the reason service was down was because surge came in through frontier internet for blown frontier satalite transformer and penetrated our house because tech did not wire correctly. Several electronics were damaged that were connected to frontier service. Still do not have service for over 1 month. Requested they give me credit for month that it is not working. They said only can give me a credit for $11.00 because they "may" have fixed it on July 16. However service never worked and was never fixed. They can validate that by investigation but wont.They said on July 26th they decided to disconnect Service. When I call I am sent to 5 different people and explain same things every time. 4 out of 5 say that it's a quick fix and they will correct it and apologize and the last one says she can't do anything and was extremely rude. Regardless I have been on phone with various representatives for over a total of 6 hours and I get absolutely no where. They say they will send someone out but I have to pay 40 dollars even though the 40 dollars is for service I never received and that they can't do anything even though they know it does not make sense. Presently I still do not have service and they are saying I have a delinquent account by $40 when they owe me $51. Whenever I call they bounce me around to different departments. I am contacting bb burou because I need their help. I have tried calling them several times and no matter how hard I try they don't seem to know how to fix the issue because they get all confused with their own internal process and lack of authority to correct a faulty issue. I would like them to bill me appropriately and fix the issue or come and get their equipment and terminate service and bill me for servicenI actually received. They just don't seem to have it together or knowand I honestly don't know what else to do because they are so impossible
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 this account has had a recurring past due balance since the May bill. The May 8, 2019 contained a past due balance of $42.84 from the previous bill. The past due balance combined with the current charges of $51.84 brought the total amount due to $94.68.
The June 8, 2019 bill contained a past due balance of $94.68 from the previous bill. The past due balance combined with the current charges of $51.84 brought the total amount due to $146.52.
Payment of $96.00 was received on June 25, 2019. This was the last payment received for this account. The July 8, 2019 bill contained a past due balance of $146.52 from the previous bill. Once the above payment posted the remaining past due balance was $51.84. The past due balance combined with the current charges of $51.84 brought the total amount due $102.36.
On July 6, 2019 a trouble ticket was initiated due to internet issues. On July 16, 2019 a technician was dispatched and replaced the Optical Network Terminal.
Please note that the monthly recurring charges for the Fios internet service was $30.00.
Credit in the amount of $11.00 was issued for time out of service. This credit posted to the August billing statement.
Our records indicate that effective July 26, 2019 the account was disconnected for non-payment.
On August 14, 2019 I left a message for Mr. 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
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,
***
I contact the provider again on the 16th of this month after receiving a voice message from company to contact Stacy in the corporate office regarding the complaint. She asked me various questions I advised her that her that her Revdex.com response has misinformation. Pointing out the fact that the technician did not replace the modem or fix anything on the inside of the house when they supposedly worked on the house on the 16th. I further pointed out they never have billed me correctly since may and explained how many times I had called in to get the billing correct and open or reopen the trouble ticket. Further pointing out that they did not install part of it correctly so that is why it seems to never work. Despite the fact that I have called in several times and spent several hours waiting to speak with someone and when connected get bounced to various people and finally get hung up or by chance when connected with someone am told they will correct it and send an accurate bill which I never receive. Stacy said the only thing she can do is maintain her response to the better business buro despite the fact that it is not correct nor takes ownership for the fact that they have been and are billing for a service that has not worked at all since June and again, I still do not have service, I have not had service and they never fixed the service on July 16th. ..They have not replaced the modem or made anything work. I should not be required to pay for a service that I have not received. Furthermore a corporation should be penalized and investigated for not providing accurate billing and continuing to bill for service when they are not providing it. To hear them say I did not notify them of the various times the service was not working and then hear them say I never called them after the 16th to advise them the technician never fixed it, when I had called several times and was bounced around and hung up on which is why I had to contact the Revdex.com only adds insult to injury. I do not want to do business with that company any more. I would like an accurate bill that reflects the service that I received which was only up until June. Again, they need to send me a bill with the correct billing amounts and god forbid one where they actually spell my name spell my name correctly. The bottom line is that they just do not seem to know what they are doing and their corporate office obviously has a huge disconnect from its workers and employees. It still boggles me that as a customer who has exercised so much patience and spent so much time to contact and speak with various departments and individuals and hear they do not have record of that is most concerning and disenfranchising to say the least. I appreciate your assistance with this matter and can only imagine how many complaint you receive similar to this as it seems clear to me I cannot be the only one given just how ridiculous my experience has been with this company. Regardless, nothing can be resolved until the company is held accountable for its actions or inaction, not getting its facts straight and its continued inaccurate billing. Please let me know what or if I may further assist you and again I greatly appreciate your assistance.
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 this account has had a recurring past due balance since the May bill. The May 8, 2019 contained a past due balance of $42.84 from the previous bill. The past due balance combined with the current charges of $51.84 brought the total amount due to $94.68.
The June 8, 2019 bill contained a past due balance of $94.68 from the previous bill. The past due balance combined with the current charges of $51.84 brought the total amount due to $146.52.
Payment of $96.00 was received on June 25, 2019. This was the last payment received for this account. The July 8, 2019 bill contained a past due balance of $146.52 from the previous bill. Once the above payment posted the remaining past due balance was $51.84. The past due balance combined with the current charges of $51.84 brought the total amount due $102.36.
On July 6, 2019 a trouble ticket was initiated due to internet issues. On July 16, 2019 a technician was dispatched and replaced the Optical Network Terminal.
Please note that the monthly recurring charges for the Fios internet service was $30.00.
Credit in the amount of $11.00 was issued for time out of service. This credit posted to the August billing statement.
Our records indicate that effective July 26, 2019 the account was disconnected for non-payment.
A request to send return labels was sent to the customer. Please allow up to 10 Business days for receipt.
Frontier maintains its initial response.
On August 16, 2019 I spoke with Mr. regarding his concerns. The customer is not satisfied.
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
I requested internet services from Frontier Communications in July and received my self-installation kit on 7/17/19. My first statement was generated on 7/10/19, prior to receiving the self installation equipment on 7/17/19. We tried to install the equipment following the instructions provided and called for technical support, but were unable to get internet services to connect. I called numerous times and several days after that, but no one in technical support seemed to know what was the problem, so they offered to send a technician to my home, however I needed to be aware that charges could occur, so on 7/21/19 I decided to cancel my services, and was giving order disconnection # ***. Since I never received a box to return the self installation kit, I called again and was told my account would be closed and a box would be sent to me. Today (8/2/19) I contacted the Office of the President at 866-511-1523 because I have not yet received the return box to send the equipment back and spoke with Lisa, who was uninterested and condescending. She told me that she would provide me with a credit of $22.20 to close the balance, but failed to advise me if my account has been completely closed as I requested on 7/21/19. I explained to her that since I never received any services from Frontier, I should not have any balance, and if any, it should have been reversed when I called on 7/21/19 to close the account. She said that since it was a small amount she would provide me that credit, but to keep in mind that Frontier did offer to send a technician to fix the issue. Frontier did offer to send a technician to my home, but they were very clear in stating that I needed to agree on possible charges for a technician to come to fix the issue.
Thank you for referring the complaint of *** to our office for review, we appreciate you bringing this matter to our attention.
According to the complaint, Ms. advises she was not able to have Frontier service installed and should not have a balance.
Frontier Office of the President investigated the concern and full credit was issued on the August 10, 2019 bill which reflects a zero balance.
Frontier apologizes for any inconvenience the above matter has caused and trust this information will assist you in closing this complaint.
Frontier Executive Relations.
I connected my frontier service Tuesday 7/30/2019. Since Wednesday 7/31/2019 to today 8/2/2019 I have been on the phone collectively over six hours. They would fix the problem remotely, after hanging up the system would crash after 15-25 minutes. They said the next available technician wouldn't be out till 8/13/2019. I have the *** security system that I've spent over $800 on because my property and life have been threatened. Now I have no way of protecting my wife's and my well being and the security of our property.
Thank
you for referring the complaint of to our office for review. We appreciate your bringing this matter to
our attention.Our
records indicate internal troubleshooting failed to resolve the customer’s
repair issue and a trouble ticket was scheduled for August 13, 2019. The commitment date the system offers during
service order or trouble ticket negotiation is the earliest date we can provide
at this timeWe
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
I ordered Frontier Services back in June. The service wasn't working so I called tech support. After several days of trying to resolve this issue they sent someone out to my house. He was able to resolve the issue, but I was only able to receive half the speed I was promised. I cancelled my service within a week of the Tech's visit. I have spoken several times with Frontier stating that I should not have to pay for a service I never received. They continue to deny my request. Presently I am on hold with them and have been on hold for 15 minutes. As soon as I call and complain they put me on hold where I remain for up to 2 hours.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.A
review of the customer’s complaint and the charges on the bill confirmed the
customer disconnected service effective June 28 because of Frontier not being
able to deliver the requested service. A
credit in the amount of $50.82 has been applied to the account. The account now has a zero balance. We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
I ordered internet service for my home and it was Installed January 2019. I signed up for autopay so I wouldn't forget to pay this extra small bill. In June I noticed that over $110 was being taken out of my bank account monthly. This is more than double what I should have been billed. I contacted Frontier and they informed me that someone (from frontier) had created a second account without my knowledge or consent and frontier was withdrawing the money from my checking account without my authorization. One account was for *** and the second was for ***. This is a huge problem!!!! I have spent over an hour on the phone on .multiple occasions to get my account credited and straighten out the problem. Instead they took another $110 out of my account and now I show a credit for $36 on my account. Frontier owes me around $300!!! On top of this I have been without service since I called in late June and now its August and I have bad 4 or 5 service calls and still do not have service. Its ridiculous. And now I find out I've been being billed for 25 mbps when the most I can get at my residence is 18!!!!
Thank you for referring the complaint of *** to our office for review.
We appreciate you bringing this matter to our attention.
According to the complaint, the customer has experienced billing concerns.
Frontier investigated and found billing concerns with this account. Credit was applied for overages and will apply to the account. Frontier also spoke with the customer and agreed to follow-up to ensure there are no additional concerns.
Frontier apologizes for any inconvenience the above matter has caused and trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
Had Frontier internet service and canceled it. They said they were going to provide services and never did. After cancelled, received a bill out of nowhere. I contacted the company and told them I refuse to pay since no services were received. They started they would not bill us.
Outside Collection Agency owned, referred account.
Revdex.com:
Not not happy with the businesses response. Can I provide direction as to who I need to contact to get this taken off our credit report any outstanding balance to be written off. It is not our responsibility to pay for it and now we are being punished for it.
I have reviewed the response made by the business in reference to complaint ID 13744259, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards
Frontier's position has not changed. Prior to complaint Mr. account was sold to an Outside Collection Agency.
Our business is moving to a location (2 blocks away). We called Frontier on July 23 to ask for our service to be moved on Monday, July 29. We spoke to Karla, who told us that our bill would double because our new address (2 blocks away!) could not have DSL but only has fiber. After 30 minutes on the phone we had to hang up to help customers. We called back the next morning and spoke with Vanessa, who discovered that we would be able to have service for close to what we were already paying. She also found that Karla had set up the service appointment for July 24 instead of July 29. Vanessa moved our service appointment to July 31 (between 1pm and 4pm), and changed the order to reflect the lower billing amount. July 31 was the last day for us to move service since we were expecting to open August 1 in the new location, and therefore needed phone and internet to be up and running. On July 31, we called at 3:45 to see whether the technician would be making the appointment. We spoke to Erin, who informed us that our service appointment had been bumped by dispatch to August 12. We did not get a call or any communication from dispatch. After another 30 minute call in which Erin was communicating with local dispatch, we were promised that our service would be moved August 1 between 12:30 pm and 6pm. We called the morning of August 1 and spoke to Erin again, who confirmed that our appointment had been assigned to a technician and that we would be getting a call (on our cell phone since we had now moved out of the old location). No one called, so we called again at 2:30 pm and spoke with Brandy. This time we were told that our appointment had once again been canceled by local dispatch and moved to August 9. She said that dispatch had assigned the wrong kind of technician, so the technician canceled the appointment. We asked to speak to local dispatch and were told that we could not. Brandy stated that dispatch had now assigned the right kind of technician and that our service appointment is now August 2 between 1 and 4 pm. We are not sure what excuse we will be given today, but are submitting this complaint in desperation since our business has been without phone or internet for 2 days.
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. is stating that service install date was missed. Frontier has investigated the above
statements and offers the following response:Frontier advise that due to scheduling issues the customer’s install date had to be rescheduled for August 2, 2019Frontier advise that the customer services was installed on August 2, 2019.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 13744146, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Frontier's attachment merely states that our service was installed on August 2. First of all, this is incorrect. Our service appointment on August 2 was missed, as were the appointments on July 31, and August 1. Our service was finally installed on August 5, 5 days late. Our business was without phone and internet service during this time. We have not been compensated even for the service outage, let alone for lost business or the hours we spent on the phone trying to get Frontier to honor its commitment.
Regards,
Amy Davis
Frontier does not issue credit for loss of time, inconvenience nor loss of business. At this time, no credits are forthcoming as they are not warranted.
Approximately 15 days ago our internet/wifi, landline and Fios TV went out. We have spent approximately 8 hours altogether on the phone with them. They sent a crew out on Wednesday July 24th, which meant we had to miss work to be home. They could not fix the issue and said they needed to get a sub contractor to come out and dig up the fios line in the yard. This was supposed to happen on Monday, July 29th. They did not show. Then they were supposed to come yesterday, again they did not show. Someone came today for about 5 minutes and said they didn't have the right equipment. Now they are telling us it will be another week before they can come back out.
We have had to miss work and be without, what these days is a a vital part of life, for over 15 days now. I do not understand how a company can not support it's product or customers. This is absolute insanity. We can't even go with another provider because they need to access the Fios line.
We had issues in December (?) as well. Every time it rained everything would go out. We lost weeks of service then too!
Thank you for referring the complaint of Mr. 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 10, 2019 a technician was dispatched and restored the Fios services. The Optical Network Terminal and router were replaced.
Research determined that a replacement drop was required. Once the drop was in place it was determined that a splice was needed which required special equipment.
Time out of service credits totaling $63.83 were issued. Please allow 1-2 bill cycles for credits to post to the account.
Please note that Frontier does not compensate for loss of Business, loss of time, or cell phone usage.
On August 13, 2019 I spoke with Mr. regarding his concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I have been waiting for over a month to have my internet service upgraded from 6 to 12 Mbps. I have missed 3 days of work regarding this because they have a four hour window for service and I work an hour away. My complaints have given me $75 credit towards my bill, worth a little over two hours of pay to cover 24 hours of missed work ($840), time I missed by using personal leave. This is all due to the corporate office scheduling my installation and not communicating with the local technicians. Three of the five times my installation was scheduled, I never received an email/text/ or phone call notifying me of the change. I have called both the corporate (1-800) and the local office including the manager of the area to complain with no resolution or explanation. For a communications company, they do not communicate at all. I have been a customer for four years, only because there is no other ISP that services my address.
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 has been waiting for over a month to have the internet service upgraded from 6m to 12mbps. Frontier has offered and applied $75.00 credit but I just want the work completed Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to reach Mr., but have been unsuccessful.
Frontier has scheduled a follow up for August 16, 2019.
Frontier has provided by email and Voice mail 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.
Revdex.com:
I spoke with Richard from Frontier today and he said he will follow up with me on the day of installation listed in their response.
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards