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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I currently have Frontier as an internet provider and called to terminate services as of today 7/25/19. I was informed that they could not cut off the services until 8/19/19 and they could not back date the termination. I will have to pay for the next month. I no longer need the service and want to terminate services as of today.
Revdex.com Reference #: ***
I currently have Frontier as an internet provider and called to terminate services as of today 7/25/19. I was informed that they could not cut off the services until 8/19/19 and they could not back date the termination. I will have to pay for the next month. I no longer need the service and want to terminate services as of today.
Ms. established service on November 30, 1993. Ms. bills $43.99/High Speed Internet plus taxes monthly.
Ms.’s billing cycle starts on the 19th of every month. She was billed from 7/19 – 8/18 on the July 19, 2019 billing statement.
The current balance on account # *** is $45.92 of which is due on August 12, 2019.
Ms. called and spoke with a Frontier agent on July 25, 2019 to request cancellation of Frontier service due to price. There's a disconnect order pending for August 19, 2019... Order #***.
Since Ms.’s bill cycle had already started at the time of the disconnection request, she will bill a full month (July Statement), she did have the option to cancel the disconnect order until the end of the current bill cycle and she chose to go forward with the disconnect order.
No credits are warranted. Frontier apologizes for any inconvenience the above matter has caused Ms..
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
II feel that I should not have to pay for a full cycle, month, when I did not receive the services. I requested to have my services terminated as requested and should have the option to do so. No where in my original contract did it state that I must pay for a full cycle if I terminate services. Therefore, I should only pay for the services I recieved.
Revdex.com Reference #: ***
I currently have Frontier as an internet provider and called to terminate services as of today 7/25/19. I was informed that they could not cut off the services until 8/19/19 and they could not back date the termination. I will have to pay for the next month. I no longer need the service and want to terminate services as of today.
***
Ms. established service on November 30, 1993 and disconnected service as of August 19, 2019. (Disconnect order #***)
Ms. billed $43.99/High Speed Internet, $1.49/DSL Modem Service Plan plus taxes monthly.Ms.’s billing cycle started on the 19th of every month and ended on the 18th. She was billed from 7/19 – 8/18 on the July 19, 2019 billing statement. Charges totaled $45.92. She billed $54.79 on the August 19, 2019 billing statemen for charges from 8/19/2019 – 9/18/2019.
Since Ms.’s bill cycle had already started at the time of the disconnection request, she will bill a full month (July Statement), she did have the option to cancel the disconnect order until the end of the current bill cycle and she chose to go forward with the disconnect order.
As a courtesy, a Frontier agent removed charges from the August 19, 2019 billing statement in the amount of $54.79. The adjustment request has been approved and will be posted immediately to the customer’s account. Ms. will owe the final balance of $45.70.
Frontier apologizes for any inconvenience the matter mentioned above has caused. This is our final disposition on the matter mentioned above. We trust that this information will assist the Commission in closing this complaint.
Frequent internet connectivity problems over a long period of time with this company. The service again when out today because of faulty router provide by frontier. Replacement from frontier will not be possible for 1 week. Doing business out of my home this is unacceptable.
Frontier
CommunicationsComplaint Number: 13709523 Company
Code: N/ACustomer Name: Robert D. LaFavor Phone: 952-201-0310Thank you for referring the complaint of Mr. ***
to our office for review. We appreciate Mr. LaFavor
bringing this matter to our attention.The Complaint states that:Mr. ***
has internet connectivity trouble which has not been resolved.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 Wi-Fi network interference.Customer speeds may vary over time. We further advise a disconnect request has been processed with order # *** and effective August 31, 2019.On August 12, 2019 Frontier contacted Mr. to advise on the above information.Frontier also advises that it is continually working to improve its network and its customers’ experience.A credit was applied and will be reflected on a future statement within thirty to sixty days.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr. Robert D. LaFavor
has experienced because of the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
On July 20th lost phone , internet, tv, wifi . Spent days rebooting, resetting from self help frontier suggestions. A waste of time - nothing. Called for service . Frontier can't come out til July 29th ! No service for 10 days ! Poor customer relations for sure.
Frontier
CommunicationsThank 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.
has not had working service for 10 days.He requests repair and
credit. Frontier has investigated the above statements and offers the
following response:Upon further review it has been determined that trouble ticket # *** was issued to repair Mr.’s services.Frontier advises that and expedite was issued to repair Mr.’s service on July 25, 2019.We further advise that credit was applied due to the service outage and is reflected on Mr.’s August 13, 2019 bill statement.On August 28, 2019 we notified Mr. and a voice message was left to discuss further, as applicable.We trust that this information will assist you in closing this
complaint. We apologize for any
inconvenience that Mr. ***
has experienced because of the above matter.Frontier
Specialist: Bridget G. Department:
Executive Relations
We have old cable buried in the ground coming into the house, and when it rains water gets in to the lines and causes our services to go out. Technicians come out and state there is nothing more they can do until the lines are replaced.
We have been with out service for 2 weeks and the soonest they can come out is 3 weeks away to have a technician look at it. We were paying for 12 MB and never got more than 3mb even though there was a lower price offering for the 3mb speed.
They were charging us for Digital phone at a price of $35.00 a month and not providing us digital phone services as it was old copper wire. They promised a refund for 3 months as that was a far back as the could go, and a new price, then never lowered the price and never provided the refund. They signed us up from Frontier secure and we never agreed to it. They have two lines for customer support, one line for premium customer support which they charge more for and then normal which you are left in a queue waiting for over an hour for someone to take care of you.
The Complaint states that:
Mr. advises that he has intermittent speed and connectivity issues with his Frontier Internet service.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that we currently have a repair ticket scheduled for August 13, 2019.
Frontier advises that a follow up has been set to check the status of the above repair and issue time out of service credit.
Frontier advises that we spoke to Ms. on August 1, 2019 to advise of the above.
I called and cancelled my Frontier FIOS internet service after a 1 year contract in May 2019. The representative told me that there would be a $9.99 termination fee.
I called Frontier again approximately 1 week later to get instructions on returning the modem. They informed me that my account was not closed and asked me to go through the cancellation process a second time (which I did).
In June, I received a bill for $119 ($109 more than the original $9 termination fee). I contacted customer service and was informed that my account was not closed and asked me to go through the cancellation process a third time.
In July, I received a bill for $183 ($174 more than the original $9 termination fee).
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** states he cancelled his FIOS internet after a one- year contract in May 2019 and agent told him there would be a $9.99 term fee. *** called back approximately a week later to get instructions on how to return the modem. Agent informed me that the account was not closed and asked him to go through the cancellation process a second time. *** states in June he received a bill for more than the term fee. He called Frontier again and was informed that his account was not closed and asked him to go through the cancellation process a third time. *** wishes to have his account closed and all charges removed. Frontier has investigated the above statements and offers the following response:
Frontier has made several attempts to contact *** regarding this issue and was unsuccessful in speaking to him.
Frontier did review the account and found a disconnect order was in their system dated for August 12, 2019 and the agent backdated the order to May 15, 2019.
Frontier has mailed *** a letter with direct contact information if he needs any additional assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
I ORDERED CABLE ON 7/17/2019 BY PHONE. FRONTIER REPRESENTATIVE INFORMED OF PROMOTION FOR NEW CUSTOMERS WHICH INVOLVED HIGH SPEED INTERNET 500/500GMP/PHONE/CABLE (TV ESSENTIAL AND FREE HBO FOR 12 MONTHS). I WAS PROMISED PRICE GARANTEED AND FREE INSTALLATION AS NEW CUSTOMER. I SET UP INSTALLATION APPOINTMENT FOR 7/19/2019 AND WAS GIVEN TICKET CUSTOMER CONFIRMATION #***. THE TECHNICIAN WAS PUNCTUAL BUT INSISTED THERE WAS A PROBLEM WITH CABLE NETWORK IN CALIFORNIA. HE SAID HE CAN LEAVE THE BOXES INSTALLED BUT CABLE WILL NOT BE UP UNTIL RESOLVED ISSUES AND AFTER DISCUSSION HE INSISTED TO COME BACK ON 7/20/2019 INSTEAD. I AGREED. WHEN TECHNICIAN CAME BACK THE NEXT MORNING HE INSTALLED EVERYTHING BUT MENTIONED I DID NOT GET THE TV ESSENTIAL NOR HBO BUT INSTEAD I GOT TV CUSTOM CHANNELS. HE NEVER MENTIONED ANY FEE FOR INSTALLATION.
ON 7/25/2019 I CALLED FRONTIER FIOS TO COMPLAIN OF MY CHANNEL PACKAGE AND NO HBO AFTER BEING PROMISED OF PROMOTION. FRONTIER EXPLAINED THERE WAS A ONE TIME INSTALLATION FEE OF $75.00 WHICH I WAS NOT INFORMED OF AND THAT INDEED MY PACKAGE WAS NOT AS I WAS PROMISED. I REQUESTED TO SPEAK TO SUPERVISOR AT THAT POINT AND HE REINFORCED OF INSTALLATION FEE AND HE REFUSED TO GIVE ME THE PROMOTION PROMOTION.
Frontier has investigated the above statements and offers the following response:
Frontier advises the correct promotional pricing for the FiOS Digital Voice and FiOS 500/500 internet is $49.99 per month through July 15, 2021 and FiOS Customer Essentials TV $35.00 per month through July 15, 2020 before equipment fees, taxes and surcharges.
Frontier confirms Ms.’s installation of services was completed on July 20, 2019.
Frontier has credited Ms.’s account the installation fee.
Frontier advises HBO is not included in Ms.’s promotion pricing.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier did leave a message for Ms. that included direct contact 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.
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
Frontier Communications is charging us $419.66 after moving to another provider.
Frontier is claiming that there is a breach of yearly contract when in fact this is not true. We started service with Frontier in July of 2014 with an initial 2 yr contract for free installation and 'special' rates. We continued that service until July of 2017 to when they discontinued that package and rate. So we called and asked what was going on and that they told us initially that package and price was good for the length of our usage of it. They told us things change and offered us a comparable communication package but of course price was higher. We had no option but to accept it because we could not afford to loose service for even a day. With that we agreed to a 1 yr. contract which was up in July of 2018. We than found another provider and moved over to them on 9/21/18. Frontier is telling us, we agreed to an automatic yearly renewal. This in fact is not true. There were nothing on any bill showing it was up for automatic renewal and Frontier could not show or prove that we agreed to an automatic renewal. Yet they sent it to a collection agency.
I would appreciate any help on this issue. I am tired of big corporations taking it to us little guys that are just trying to make a living.
attached is a copy of the final bill and letter from frontier after our request for review of charges.
Thanks in advance.
Per the recorded conversation that took place between Ms. & a Frontier retention agent she was aware of the renewal & was also aware that the monthly bill was going to increase. On June 27, 2017 Mrs. called the Frontier retention office due to their contract ending . The agent advised she would have to change the account from the Frontier Simply plan to the new Onevoice plan because the Simply plan was grandfathered. The agent advised Mrs. that the service would be the same & so would the monthly rate of $49.98 + taxes. She advised her that the only difference would be the taxes which would increase agent the monthly bill by approximately $5-$7 & Mrs. agreed.The agent also advised her that she would place the plan on automatic renewal so the discounts would continue to renew every year & Mrs. also agreed to that as well. Based upon the information on the call the charges are valid however because the customer contacted Frontier within 90 days of the plan renewing the early term penalty will be waived however the discounts that Frontier provided from 6-27-18 to 9-21-18 will be removed. This will result in a credit of $157.45. The termination penalty billed is $458.45-$301.00 in discounts provided by Frontier from 6-27-18 to 9-21-18 for being in the contract=a credit of $157.45. The adjustment was applied to the account on 8-5-19.
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
In May of this year my wife and I moved from Valrico, FL to Wimauma,FL. We had been long time customers of Frontier. Our new community included wifi service with our HOA fees so we no longer required Frontier's services. I contacted Frontier to cancel all services on May 1, 2019 and the customer service rep gave me confirmation #*** as a reference to the cancellation. I made my final payment and turned in all of our equipment to their local store. I thought that was the end of the story, but around the middle of June I received a bill with a late fee attached.... I called Frontier's customer service department to advise them that we had in fact moved and were no longer using their services. I was bounced from one rep to another, put on hold for extended periods of time, treated with extreme rudeness unprofessionalism and in a very condescending manner!
The last rep I spoke to when I asked if the situation was resolved told me "yeah we're all good...." A few weeks later I received a notice threatening to put a collection company on to me if they did not receive a sum of $215.30 . I wrote the cancellation number on that form and included a copy of the receipt I had gotten when I returned their equipment and mailed it back to them. A couple of days ago I received a collection notice from a *** L.P.....
I have always maintained an excellent credit rating and pay my bills on time. I was a very good customer for Frontier and they treated me like garbage... Worst customer service I have ever experienced!
Frontier Communications
Thank you for referring the complaint of *** F. *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was charged after he terminated Frontier services and was sent to an Outside Collection Agency for non-payment. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Mr. was billed and thus incurred charges through the end of his billing cycle date of June 5, 2019.
Frontier advises that Mr. called into Frontier on May 14, 2019 to cancel his service. An order was placed to disconnect his service and was dated to the end of his bill cycle per Frontier’s policy.
Frontier advises that Mr.’s last payment received paid him through May 5, 2019.
Frontier advises that credit has been applied to Mr.’s account on August 22, 2019 and he now has a zero balance.
Frontier advises that the Outside Collection Agency will be advised of the credit applied and they will update Mr.’s credit report.
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.
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
Frontier guaranteed and sold me an internet speed of 9.5Mb The technician came to my house to install and told me I could only get a speed of 1-3Mb. I instantly called and said I am not able to get the speed I was sold, cancel it immediately. The customer service rep ensures it was canceled and I would not be billed. I received a bill for $131.95 and they are refusing to take it away. They used Bait and Switch to get me to sign up, then lied repeatedly about my bill being dropped. I was promised if I could not get a speed of 9, I could cancel and would not be responsible for the charges.
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 that she is being charged for a service that she tried to cancel with the Frontier technician when he advised she could not get the Internet speed she had ordered.
Frontier has investigated the above statements and offers the following response:
Frontier advises that notes from the technician were on the service order that support Ms.’s statement of cancelling the order.
Frontier also shows calls to Frontier to cancel the order the same day of Install.
Frontier has issued credit back to clear the account.
A Frontier Representative spoke to Ms. on August 1, 2019 to advise of the above.
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.
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. I was told I will receive a bill in the mail with a balance of $0. If this comes through, I will be satisfied with the resolution. The Frontier rep was respectful and helpful when she called me today.
Regards
On or about the 8th of July 2019, I called Frontier Communications to see if there was anything that they could do about my internet service only working part of the time. They told me that they could upgrade our service and that a technician would be here July 12, 2019. July 12 came and went with no technician coming. The technician finally came on July 19th. When they got here they said that we are already upgraded and everything seems to be working properly and they left. By 5:30 that evening (July 19, 2019) we lost our phone line and our internet. I have been on the phone with Frontier everyday since. I am getting no where. A technician was scheduled to come and fix the problem, yesterday July 24, 2019 and again no technician showed up. Instead I received a text from Frontier saying that the technician will now be here Monday July 29, 2019. The message had an option of moving the appointment if Monday was not acceptable, so I took that option and low and behold......they now have moved the date that the technician to be here July 30, 2019. Ugh!
You see, I run a small business out of my house and I rely on my phone and my internet to conduct business. It's bad enough that I have to pay for 2 internet services (I have purchased *** Net, as well) as it is because I cannot rely on Frontier Communications. I don't believe that I have an option for a different telephone provider in my area. I feel as if I am held hostage by and at the mercy of Frontier Communications. Being without a telephone for so long is unacceptable. I have been a costumer of theirs for over 30 years. Being without a phone for my business is making it very difficult to conduct business. I am losing business.This is detrimental to my business, my lively hood, my family's lively hood and my employees lively hood. My account number for For Frontier is ***-4 pin number
Frontier Communications
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. called Frontier to see if his internet could be fixed as it is working part of the time and he was advised the he could get an upgrade of speed and the technician would be out on July 12, 2019. The technician came out on July 19, 2019. When the technician arrived Mr. was told that he was already upgraded and everything seems to be working properly. Mr. advises that by 5:30 that evening he lost his telephone and internet service. Mr. advises that he has been on the telephone with Frontier every day since and getting nowhere. A technician was scheduled for July 24, 2019 instead he received a text that the technician would be out on July 29, 2019. Mr. advises that he runs a small business out of his home and relies on his telephone and internet to conduct the business and needs it back working in a timely manner. Frontier has investigated the above statements and offers the following response:
Frontier investigated and advises that Mr. upgraded both of his internet lines to faster speeds. One order was dated for July 10, 2019 and completed by the system with no technician. The other order needed a technician and was completed on July 19, 2019.
Frontier advises that a repair ticket was placed on July 19, 2019 and dated for July 24, 2019 and completed on July 25, 2019.
Frontier advises that credit has been applied to Mr.’s accounts for the time he was out of service and credit was applied for the service order charges.
Frontier advises that Mr. was contracted by telephone on August 27, 2019 and he confirmed that services were all up and working and he was advised of the credits that were applied to his account.
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.
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
Business account. No Internet for 6 days. Multiple calls for service have ended in no show by frontier.
Date Received: July 25, 2019 Date Closed: August 6, 2019
Thank you for referring the complaint of Mr. to our office for review. We appreciate customer bringing this matter to our attention.
The Complaint states that: Mr. advised internet service was down for six days. Multiple calls to Frontier technical support with no show from technicians.
Frontier has investigated the above statements and offers the following response: Frontier advises Mr. confirm internet service was restored on July 26, 2019.
Frontier issue time out of service credit for a week $13.33.
We regret any inconvenience that Mr. may have experienced as a result of the above matter
We trust that this information will assist you 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.
But, at the end of the day, the amount they agreed to credit (if that even happens) is not even equal to one time of being on hold to get to speak to customer service. Not to mention of having to listen to their tech to have me unplug and re-plug the router, and to get them the model number of the router they sold us. Their business practices are archaic, and their attempt at customer service is laughable. I'ts nothing but a shield of people that have no clue and don't care that the company places between them and their customers so they don't have to fix their problems. $13 dollar credit is ridiculous, they should save the 13 and invest in customer service training for upper management. Bottom line, they are getting beat up everywhere at the internet game and it's a direct result of their customer service. The only true markets they're in is because there are no other choices (yet) for providers. they are the epitome of the phrase Time Vampires.
Regards
They have the absolute worst customer service. I would give negative 5 stars if it allowed me. Unprofessionalism at its worst. After my experience with them tonight, I will be making finding a new provider a top priority!
We purchased a new home in May of 2019. Upon doing so, we called Frontier to establish connectivity for high speed internet. We were told that we HAD to keep this current circuit/account in place, as there is a 'cap' in my area which would prohibit me from getting another circuit run. We worked with the prior owners, and Frontier, to maintain the current account, and transfer it over to my wife and I.
After receiving the first couple of monthly bills, I noticed the charges were way out of line for the services we had. I checked what Frontier was charging new customers for my service - they were charging roughly $45/month for a new customer, whereas my bill ranged from roughly $100 to $120 for the first couple months. On 7/12, I contacted Frontier to see what my options were to get my cost down. After spending over an hour on the phone with various levels of support, I went from Taylor who was opening a new account in my name, to get my wife and I our 'new customer' pricing, over to a different Taylor in retention, to help ensure my current circuit wouldn't go away. The Taylor in retention then told me that I cannot open a new account, and that I am NOT considered a new customer, although I have NEVER before been a customer of Frontier. After much back and forth, I asked her to escalate to a manager.
In speaking with the retention manager, Hayden, he agreed that a new account would be flagged as fraud, but that he could lower my bill to roughly $76, while keeping my same service. He mentioned for a nominal price I could increase my speed by 50%, but could not confirm I wouldn't lose my circuit and become part of a 'waiting line' in my area.
On Monday, 7/22, a technician showed up at my home. I asked what he was sent to do, and he did not know. I mentioned the above, and he said he could get me a faster circuit, but I would need to have it provisioned through support. I also advised him that my company has attempted to procure a business circuit at my home, but was told by Frontier there are no business circuits available. He contradicted that statement, and forward my service ticket to the Business team for review. He stated I could get a business circuit run to my home, and that there was NO sign of any 'cap' based on the hardware and lines running to my home. I am awaiting a call back from the business team, to hopefully get them connected to my company's broadband provisioning team to install the originally intended business circuit.
Lastly, on 7/24, I received an e-mail from the prior owners of my home, requesting that I update the e-mail addresses on the account, as she has been getting e-mail updates about my service ticket. In an attempt to do that via my account profile settings at Frontier.com, I was unable to 'manage e-mails' via the button on the site. The only e-mail that was available was the prior owners e-mail, tied to my account. After nearly an hour and a half on either the live chat (which crashed for some unknown reason), then the phone with KrisLee in support, I was continuously told that she 'could not see' the prior owners e-mail attached to my account, and that I had to go to Frontier.com and click on 'contact us' under support in the footer of the home page. This is exactly where I had started, which led me to her.
Frontier is sending information to upgrade account from residential to business.
Consumer reached out to Revdex.com regarding this complaint that had been closed on 8/27/19 after Frontier responded with:
Frontier is sending information to upgrade account from residential to business.
Consumer's new comment:
Having spent countless hours over the last couple of months troubleshooting issues with my telecommunications and internet circuit, we finally arrived at what appeared to be a 'work around'. However, the work around has left me unable to manage my accounts, and the price of my overall service has increased by nearly 40%. I have again had a second service technician CONFIRM for me that there are additional physical circuits available in my area, and that corporate is simply not communicating amongst themselves. I need to get my service setup as a new customer, under a reasonable rate, and have a business internet circuit added through my company, WITHOUT being threatened that I will lose my circuit. This is a SHAM!I need to get my service setup as a new customer, under a reasonable rate, and have a business internet circuit added through my company, WITHOUT being threatened that I will lose my circuit. This is a SHAM! Additionally, with the amount of time I have invested in this matter to date, and ongoing, I need a $300 credit applied to my bill. I bill my time out of $50 per hour, and have well over 6 hours invested doing research, bouncing around customer service, and meeting technicians at my home.
We found a way to split the charges unto 2 bills.
I purchased Frontier internet a long time ago. But I have never received the speed I purchased. I am paying for 12Mg and it never goes above 9. 90% of the time it stays around 4-5. Sometimes it is only 2.2 In oct 2019 they are going to be jacking up the rate again another 10 plus fees per month. When purchasing it, I was told it would be 19.99 for 2 years then go to 29.99. But No it is 39.99 plus fees per month. I live in a very rural area so I have no other options for internet. And Frontier knows it. That is why they dont give me the service promised and I pay for, and continue to raise my rates giving me less speed.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states she has never received the full internet speeds purchased through Frontier, yet her billing has continued to increase. Ms. states that she was told the price would increase from $19.99 to only $29.99, however it has instead increased to $39.99 plus fees per month. Ms. states she would like to receive the internet speeds she is paying for and would like her $29.99 rate to be restored.
Frontier has investigated the above statements and offers the following response:
· Frontier account records show Ms. first initiated internet services with Frontier effective 10/9/2015 for speeds as fast as 6mbps of speed at a promotional rate of $19.99. Effective 12/14/2015, Ms. authorized an upgrade to speeds as fast as 12mbps for a price increase to $29.99. This promotional rate was to last for 3 years, with an expiration date of 10/11/2018.
· Frontier advises that as of the 10/28/2018 billing statement, Ms.’s rate increased as scheduled to $39.99 which is a month to month rate and is therefore subject to further increases. Account records show Ms. is still receiving discounts in the amount of $10.01 which is set to expire as of 10/12/2019. This is detailed on each of Ms.’s monthly billing statements.
· Frontier advises that at this time, Ms. is receiving the lowest rate available for the services being provided.
· On 8/16/2019, Frontier dispatched a technician to Ms.’s home to address her concerns regarding slow internet speeds. The Frontier technician determined Ms. needed a modem replacement, performed the repair, and was able to perform several successful speed tests at the maximum subscribed speed.
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 decided to change the TV/Internet/telephone service so on 04-29-2019 I called Frontier to tell them to stop the service as of today. I spoke to Debbie and she said that the service will be stopped tomorrow which meant 04-30-2019, she also said that I will get a box to send the equipment back to them. The service was paid up to 05-09-2019. On 05-03-2019 I received a box from Frontier to put their equipment in and send it back to them. On May 5,2019 I took the box to Staples for UPS pickup.
I called Frontier three times trying to tell them that I cancelled the service on 04-29-2019 and I do not owe for another month.
It was their mistake for not cancelling the service when I called, now they are trying to make me pay for their mistakes. I have the Staples Drop-Off Package Receipt dated 05-05-2019.
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 account determined the service was disconnected on May
16, 2019. As a result, the customer was
billed thru the next billing as Frontier no longer pro-rates the bill following
a disconnect. Further
review through the porting portal utilized by all carriers determined the
customer’s preferred carrier did not port the service until May 16, 2019. No
error was found with the billed charges. While the customer may not agree the charges are payable and due. The account has since been referred to an
outside collection agency. No further
action may be taken by Frontier Communications. The customer will need to
contact Credit Protection Association .We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Paid the bill and was told service would be turned on within 24 hours. It is now over 48 hours and the only thing they told me was we would be next on the list, and that was after being on hold for a half hour waiting on the "floor supervisor ". He then told me he will expedite the order and we should have service within in 24 hours, so no help. Same thing everyone tells you when you call.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that after she paid her bill she was advised services would be restored within 24 hours; however, two days later and still no service.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s complaint and advises that their services were restored on July 29, 2019 due to a programming issue.
Frontier has applied an adjustment of $42.13 for the time out of service.
Frontier has made several attempts to contact Ms. regarding this issue but has been unsuccessful in speaking with her further.
Frontier has mailed Ms. a letter with direct contact information if she needs any additional assistance.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Christopher C Department: Consumer Relations
Originally ordered internet service at a specific rate. At no point during utilizing the service did the rate meet the minimum rate (MBPS). Cancelled service and never received a refund of balance. After researching other internet providers providing service to the area, found Frontier was only company providing service. Attempted to connect new service. Setup account, ran credit check and even gave deposit. Scheduled a date for install, three weeks from setting up account. Install date was earliest available date. On the day of the install, I had not received any communication or follow up from the company. Called on install date to confirm install. Was informed service was no longer available in the area. Had never received notification of cancellation. CSR submitted for original deposit refund and advised to continue to re-contact as service could come available in the near future.
Frontier Communications
Thank you for referring the complaint of *** R. *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
*** R. *** states he ordered internet at a specific rate and at no point during the service did the rate meet the minimum rate (Mbps). He cancelled service and never received a refund for the deposit he paid. *** R. *** states after searching other internet providers in the area found Frontier was the only provider available. He set up a new order, scheduled a date for install which was three weeks out and was the earliest available. *** R. *** states on the day of install he had not received any communication or follow up so he called in to check on the order only to be told that service was no longer available in his area. *** R. *** would like to have quality internet. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** R. *** on July 31, 2019 and he did receive his deposit back for his initial order.
Frontier found two orders that were cancelled under and .
Frontier found agent cancelled the original order because they stated that Mr. would receive a modem faster if they cancelled the order and rewrote it. This is not correct and coaching was provided.
The second order was a duplicate so that was cancelled as well.
*** R. *** informed Frontier that his service was now hooked up under under his wife *** (***) but he didn’t have a modem yet. His order was a self- install and the modem does not ship until the day service is installed.
Frontier shipped a modem and *** R. *** received it on August 7, 2019 and he confirmed that service is all set now.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** R. *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
I contacted Frontier Communications June 14, 2019 to connect my land line phone. They needed to port over my number from a *** cell. I was told they needed to send a tech out to my home so we scheduled that for July 2nd. I had to be home between 1-5pm. No tech showed up.
I called Frontier on July 3rd and they rescheduled me for July 9, be home between 1-5pm. On July 9 no tech showed up.
I called Frontier July 9th and was told my request was not moved to the next level. We rescheduled for July 16, be home between 8am-12pm. On July 16 no tech showed up.
I called Frontier on July 16 and was told the EXACT same thing as before. We rescheduled for July 23, be home between 8am-12pm. Today, July 23, NO TECH SHOWED UP.
I called Frontier today (July 23) and was told the SAME message.
We rescheduled for August 2, 2019. I have NO faith anyone will show up.
Each call to Frontier has been received by a different representative. On one of the calls a lovely girl named Heather told me she would call me July 23 by 9:30am to confirm. No call ever came in.
I have written to the CEO of Frontier twice with no response.
The only way to have a land line phone is to use Frontier. I live in the country and my cell doesn't have service here.
No idea how to give this company my business. They clearly don't want it. So frustrated!!!
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 ordered a landline service on June 15, 2019.
Ms. advises that she contacted Frontier multiple times after no technician showed up to install her phone service.
Frontier has investigated the above statements and offers the following response:
Frontier investigated and determined that Frontier successfully ported Ms.’ telephone number on August 2, 2019.
Frontier apologizes for the delay and will apply a goodwill credit adjustment of $50.00 to Ms.’ account. Please allow one to two bill cycles for it to appear.
Frontier spoke to Ms. on August 2, 2019 and confirmed the phone is working 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.
Frontier helped themselves to my bank account and charged me $48.98 for internet service I canceled at the end of June 2019. I moved into a new house and called frontier to move my internet services to my new house. They had scheduled me for June 19th to have the internet service transferred and no one showed up. After countless calls to them and many wasted hours on the phone I told the last sales representative to cancled my internet services. I canceled my internet service on June 28th 2019. On Thursay July 18th 2019 I noticed a charge to my bank account for 48.98 for internet service I hadn’t had in almost a month! Continued to call frontier back and got no where with them. They said that they would need to review the taped phone call conversation and would get back to me. Surprise, they haven’t. I just want my 48.98 back. They had no right to help themselves to my bank account and continue to charge me for service I didn’t have.
The Complaint states that:
Ms. advises that a payment was deducted from her bank account following her cancellation of her Frontier service.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused. Frontier advises that we have credited Ms. for her auto payment on August 1, 2019.
Frontier advises that we spoke to Ms. on August 1, 2019 to advise of the above.
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. They are supposed to send me a check in the mail for my refund.
Regards
Trying to cancel account however Frontier is stating we agreed to a contract. We 100% never agreed to a contract. Even went out of my way during the initial order to make sure no contract was agreed to. Frontier wants to charge a large fee to cancel.
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 that the Early Termination Fee was added in error when the customer contacted Customer Service to upgrade the Fios TV package.
Please note that this matter was referred to the appropriate Manager for coaching and training. Frontier does not disclose how it addresses its employees.
The ETF will be waived if billed.
On August 2, 2019 I relayed the above information to Mr. Gray. During this contact, I advised Mr. if he preferred to place his disconnect order at that time. He declined.
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 find that this resolution is satisfactory to me.
Regards