Frontier Communications

Attempting to stop service sonce july 5th. Has not been done yet. Also cancellation of services will include paying for services after that date. Service billing date is from july 4th to august 3rd.

Charged for 5 years for a voip line that I never wanted or ordered or used.
Contract was verbally transfered to me with the assumption that I was only paying for internet service.

I terminated my internet services on 06/06/2019 and am owe funds of $393.93 from Frontier. I was told that my funds would be mailed to me on the next billing cycle but today I'm told that I will receive a prepaid master card in 60-90 days. That is ridiculous!!! Funds were withdrawn from my account immediately but I have to wait 60-90 days for my own money!!!

Frontier now requires all customers of their DSL service to use their modem and be charge an additional $10/mo. My service was installed 2 days ago, and every step along the way I have made it clear that I did NOT WANT their modem. Frontier and the modems that they use are a security risk waiting to be exploited, they are cheap, and not special, except that their techs can remotely manage and support them for typical users.

The modem accounts for a 37% surcharge on my bill. I have a modem, will be testing it tonight, but requires contacting their tech support due to the dot1x MAB security that they use on their network.

I have been trying to use my own modem and return theirs to avoid the $10 / mo fee and only after the tech left do they disclose that it's not optional, cannot be removed, and this is a recent change to their policies.

One link that I was provided (#1 below), states that they install with their modem, I asked the tech to take it with him and he said to call. I called and was told their systems were down to call back in a couple hours, but that they can't remove the modem fee. I chatted with someone today who echoed the same thing, that it's policy and that "everyone pays it".

I shouldn't be required to pay for a product that is somewhat insecure and isn't required for their service, a standard VDSL. This is the means to add $10 to the monthly fee that isn't disclosed during the sales and ignored if it's made clear to them that I want to use my own.

I didn't receive any "custom" service, which is what their site implies when it states "your service is not exactly like anyone else's". I understand that I'll miss out on "these important customer benefits", that include security vulnerabilities from both the modem and Frontier, subpar firewall protection, and a cheap unit overall.

1) https://frontier.com/helpcenter/categories/internet/installation-setup/compatibl...⇄

Been without internet services for 3 weeks now at my home. Called multiple times they schedule me a technician then cancelled it. Told me to would have a modem in 2 days now they are telling me next week. I ask for a manger and they will not let me speak with them. Asked since internet hasn’t worked in 3 weeks if they could prorate bill and their response was not until it was fixed. So I am pay $100 a month for something I can’t use

Internet has been down at our jobsite since July 1st. We called and got an appointment for July 5th between 9am-1pm. No tech showed up, no call. When I called, I was told the hold time was over an hour to speak to a rep. While I was waiting, I got on Twitter and contacted Frontier, and they said it was likely a tech wouldn't make it out, but would be there on Saturday the 6th. At 5pm that day, we got a text saying we were being rescheduled for July 23rd! Since we can't go 3 weeks without internet, we called in again and were told a tech would be there Monday July 8th. No one showed. Again, called in and waited over an hour, and was told a tech would be there Tuesday July 9th. No one showed. Again, called in and waited over an hour, and was told a tech would be there Wednesday July 10th. No one showed.

I called in again at 11am on Wednesday July 10th and was guaranteed by a supervisor (I can provide name, employee number and call ID number), that a tech would be out today, July 10th. Again, no one showed.

I also tried contacting through Facebook messenger service. That was completely useless. They informed me the only appointment they saw in the system was for July 15th (which was escalated from the original reschedule of the 23rd), and refused to do anything to get anyone out sooner.

Even if someone arrives on July 15th (and I have my doubts), that's two full weeks without internet, for a business! Some businesses could go out of business in that time. I can't fathom how Frontier feels that an SLA of 2+ weeks (or 3, originally) for repair is acceptable for a business (or residential for that matter).

They state on their website "Frontier is committed to its customers and providing reliable services", but there is actually no commitment to that.

We have had no phone service for serval days now, as well as internet. I have just undergone a very extensive surgery and it has been very scary not having a phone line. This issue has been going on for a long time but seems to be happening much more frequently.

Hello, I purchased frontier internet dec. 2018 went through hoops with the installation, once connected it was brought to my knowledge the rep. Lied to us about Being in range for fast internet. I literally never used the internet, I canceled a few days later and also asked for our 60$ deposit back. They set everything up and told me it was settled and to expect the refund in the mail. Not too long after I received a bill in the mail. I contacted the company after being on the phone for over a hour and them transferring me from rep to rep. One finally explained to me that my refund was credited to the bill I should have never had in the first place. She then explains that I had to dispute the action if I wanted my refund back so I agreed. They explained to me it would take 90 days to be completed.it is now July 2019, Never once was I contacted about the dispute being completed not even via email. I’ve been calling for weeks to get the results of the dispute to get passed around rep to rep to rep AGAIN might I add just for them to finally explain to me that they denied my dispute saying we used the service. When they clearly have a cancelation date on file. A week after our service was connected. I’m so disappointed in this company, they never have managers that u can speak to and they get away with just taking peoples hard earned money? It my just be 60$ to them but that’s vital to a single mom with a minimum wage job! I contacted the corporations email complaint section and I’ve never even been responded to. I’ve never in my life been so dissatisfied with a company to have to contact the Revdex.com.

Many calls to frontier communications to repair my internet service promise to sent repair tech never do check status of repair ticket with number supplied my frontier on there website says it don't exist each call made to them is a 45 minute to hour wait this has been a on doing problem

I had been getting charged for equipment (a tv set top box) that I never had nor did I order at any time. I called the company in April to change my contract and the customer service agent is the one who realized I was paying extra equipment; he claimed I'd get a refund of $110 ($11 per month for 10 months I'd been paying). I was sent return boxes for the equipment but since there's nothing to return I didn't send anything, I was then charged $100 for non-return equipment. Once again I called an agent told me to wait and I'd get the refund later on. I called again a month later and was told the same thing, I check my statement to look for the credit and it's only for $66 so I call customer service. After speaking to 3 people (all give me different answers to where the rest of my refund is) I talk to a cancellation agent who tells me it's my fault I've been paying for equipment because I agreed to paperless billing when I signed up for service and I should have known I was paying for non-existing equipment. She goes on to say she's not going to let me speak to management because they're too busy and she already told me nothing will be done. Basically I was paid 10 months for something I never ordered and never had and was later charged for bringing it up to them and asking for a refund.

I had requested disconnect the service on or around May 22nd to be effective on May 24th,They never did and attempted to collect for the service they never provided to me,Subject property had been sold on May 23rd,2019 and new owner had establish
new internet account with Frontier Communication ,I had made a several attempts to correct this issue and despite promise to correct it from rep. problem still exists ....btw the is no email communication with Frontier retention dept,everything is over the phone and that`s is wrong because there is no paper trail

If 0 stars was an option, that's what I would choose. This is the worst company that I've ever dealt with. They lie, postpone and make excuses for every issue. Sometimes we go days without internet. If you call in to customer service, you can expect a wait time of 30 minutes to an hour before you speak to a person. If you can convince them to send out technician, it takes a week to get an appointment. In my previous experiences, the tech only fixes the problem 50% of the time. Then you have to call back and reschedule your appointment and start back at the bottom of their neverending wait list.

I called to cancel my internet through Frontier 1 day into my next months billing cycle and was charged for the full month. Be wary of they’re supposed billing cycle times.

To whom it concerns, our current contract for cable, internet, and land line has ended 2 months ago and I am no longer in a binding contract with frontier communications. I contacted them to end my service on a specific date 7/8/2019. I was told that they would only end the service at the end of the billing cycle which is 7/17/2019. I am currently not in any binding contract and do not want to pay for services that I do not desire for an extra 8 days.This is preposterous and forcing me to pay for services that I do not want. I would understand if I had a contract, but my contract period was over several months ago. Another business tactic that should be investigated is the ten dollar service charge they charge clients who elect to use their own modem and do not want to use a modem supplied by frontier communications.

Will I have a contract from 01-28-2019 to 01-27-2021 and they raise my payment by 5.00 per month. When it was lock in. So they broke the contract and want to charge a 100.00 cancellation fee.

So on June 24th I called Frontier in regards to possibly getting faster internet service than I already have, which is at 12 Mb/s. As I was talking to a sales rep they had informed me that I could go up to 18 Mb/s and my current monthly cost wouldn't go up. I was paying $39.99 for Broadband Ultra and the new 18 Mb/s was the same price. They stated that they would need to send a technician out to do something with my lines and also would be sending a new modem/router out due to the old one not being compatible with the new service. I asked if there was going to be any charges for the tech and or the router. They had informed me cause I was already paying the same price for slower internet that I would not be charged for those two things. They also stated that I would probably have to be there so the tech could set up the new modem/router. So we set up appointment for the tech on July 8th for a time slot from 1pm to 5pm. That was the closest time they could set up service. My wife received a confirmation email with the date and time. So on July 8th I left work early to meet the tech. I got home and I waited till about 5:30pm, the technician hadn't showed up yet. I asked the wife if she got and text or email or calls about them being late or cancelling. She did not. So we signed in to my frontier account and seen that the appointment was cancelled. Did not state any reasons nor did we get any notices. So I tried to contact frontier using their 800 number. Was on hold for about an hour and finally got a rep. Explained what was supposed to happen and the rep said he was going to check our account. Stayed on line with them for about 15 mins and the they hung up. So tried to call back and was on hold for an hour and half. Gave up and tried to use Frontier chat to get some help. When I logged on I was in que with 93 people ahead of me. Waited about another hour and que went down to 88. Finally gave up trying to talk to somebody that day. The next day after work I called Frontier again. Wait time was not that bad about 20 mins. Explained the whole thing all over again to a new rep. They looked over the account and said they couldn't find any details for the order being set up. They informed me that the appointment was probably cancelled due to and outage in my area. They said that the 18 Mb/s service may not be available in my area as well and if it was that I probably don't need to be there for the tech. Said, that they would probably just UPS the modem to me but they wasn't seeing any information on my account about the order. Then he said his department doesn't handle upgrades. He then transferred me to a "SALES EXPERT" which I believe her name was Roxanne. So I explain the whole situation to her all over again. She said that there was no record of me placing the order. I than gave her the order number that I got off of my frontier account from their website. She than basically said I never put in an order, even after I gave her the order number FROM THEIR WEBSITE. So anyway she asked if I was still wanting to go from the 12 Mb/s to the 18 Mb/s service. I said yeah I am still interested. She then started to tell me the Technician fee was going to be $75 dollars and that my monthly bill was going to go up. I explained to her that original sales rep said that wasn't supposed to be cause I was already paying the price of the 18 Mb/s now. She then said it was going to to go up cause it was faster. I reminded her what I was told before again. She then stated that I never ordered the service before and they have no record of it. I told her was done talking about it and that if they had any other competition in the area I would drop their service in a heart beat. I have several other issues that I have pretty much giving up hope they will ever fix as well. One is I have never had access to my voicemail even with the pin number they have provided me. One time they told me to wait 48 hours before I tried to access my voicemail. Still didn't work. My main phone landline quits working several times a year. Sometimes lasting 2days to a week or more. Had a technician said something about switching a card at a station somewhere to fix the probably. That problem still happens. New problem right now is my caller ID does not give numbers and all my ID says is that I got an incoming call. Often I have people call my house and it rings once then it disconnects. I use to call about these problems but most the time I just get a run around. If I didn't need this phone line and internet for work I wouldn't have it.

I have been a customer with Frontier for ten years. I called to cancel my services with them in the end of June. At the time I spent 45 mins on the phone with them and had to talk to three different people in order to cancel my service. I was advised that I could not mail the equipment back directly to them because the equipment would just sit in their warehouse. I had to pack up their equipment, take it with me on my move, wait for their box with the magic bar code and then UPS it back to them. There is now a credit of $6 on my account, which I called in and talked again to three different people to try and figure out. They will leave me account as is for three months to make sure there are not additional credits or billings. I asked for an audit to be run on my account so that my account could be closed before three months and I would not still have issues with them. I was told it is what it is and if I had a complaint I could sit on hold again to talk to customer service but they would not do anything for me. I have never worked so hard to try and close an account in my life. I can't believe this is how a business is run and what they think customer service is. If I had not paid my bill for three months, Frontier would send me to collections. I wish I had a recourse.

I have had several appointments to have internet installed and nobody has called or show up. I have been trying off and on to get service since September 2018. I have missed several days work and wasted a lot of time and nothing.

Frontier is the only option for internet in my rural area. The service is out multiple times per month. It took me months of service issues and hours of calls last year to get them to replace my damaged line. They have since left my line above ground even after acknowledging that it is their responsibility to bury it. I had a service ticket open for almost 8 months and nobody showed up to bury the line. It is currently laying in my yard. Last Wed (7/3/19), I spent over 2 hrs on the phone with them. I was transferred from tech support to customer service, back to tech support for the same issue. I was transferred without them providing my information back and forth and spent multiple instances back on hold for up to 30 min to have to start over. Finally I got a ticket number and they said a tech would be at my house on 7/8. Nobody showed (and I took off work) and nobody contacted me. After an hour on hold today, 7/9/19, I was told that they rescheduled this visit for 7/12. They will not bury the line. It will be a tech that comes out to tell me that another company will bury the line. And I have to take off work for a 2nd time in a single week to accommodate. There have been so many issues with this company for me and all of the people in my community who are forced to use their horrible service. They do not care as we have no other options and in fact they just raised our rates by $5 2 months ago.

Several people including myself have need internet/phone hook-up through Frontier Communications. Customers have a long wait to get installation then on the day of installation they do not show up may not notify clients and when they do they postpone services for another two or more weeks out. They do not have enough installers to handle the service they are supposed to provide and the phone/ internet service to be hooked up are very important services to be waiting for some like myself have keep people who have been ill waiting for service. Clients take whole days off work and still do not receive the service. It is unacceptable. Some have no other choices but Frontier in their areas so they have no choice.