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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We live in an old neighborhood where utility lines have been a problem for years. We have been trying to get electric, cable and phone lines rewired for years. In some cases, the issue was so bad that we had massive tree trunks and branches actually growing around existing utility wires and have had wires displaced by tree growth laying atop existing structures and growing through tree branches.
My neighbors and I have made repeated contact with the various utilities over the years and have been getting the runaround for at least 5 years. Last year, Frontier got invloved and based on their assurances, we had hope that things would finally be fixed. Frontier's representatives visited our street several times and last Fall, we actually got new, taller poles installed. (The old poles were very old and were leaning due to tree growth). And, although it took several months, we were able to get our electric and cable companies to move their wires from the old poles to the new poles.
However, during the first installation of new, taller poles, Frontier apparently placed the first new pole too close to the road and had to return, drill a new hole and install a second new pole further from the street without removing the first one (or the old, shorter pole). So months later we have three poles plus a brace for the old pole to stabilize it connected to the first, incorrect new pole. These utility poles are on the border of our neighbor's property and he has made repeated attempts to get the old poles removed without luck. In addition he has an old pole on his property which was also replaced with a new, taller pole and both the old and new poles are still there. So, between us, we have 5 utility poles on our small properties where there should only be 2.
We really thought and hoped this would all be finally dealt with this past Spring, but we're now into July and seem to have been forgotten again. None of us up here want to go any longer with this mess, especially as we move into hurricane season.
Yesterday, I finally contacted Frontier directly myself with all the details (Although I know they are familiar with the neighborhood and the issues we're dealing with). The company's reply is below:
"This project was going on well before I inherited the town. I am not making excuses, but, I have no control over the construction department. I have been emailing [neighbor] as to the response I was getting from my line foreman and what the status was. There are a couple of things that held up the job, one we can’t shift until everyone else shifts and then we can remove the pole. Secondly, if it rains, my foreman will not go out with the trucks due to possible damage to the property, which [neighbor], had mentioned. Lastly, my construction foreman left the company on Friday. He promised me that he would have the poles removed prior to leaving. Well, I guess that didn’t happen. Now I will reach out to whomever our new foreman is.
Please be reassured, as I stated to [neighbor], I have been emailing on a regular basis about 5 jobs similar to yours. I won’t let it drop, but, I have no control over another department or company."
So, we've had this eyesore since last October and it appears we're no closer to having the necessary work completed. We've gotten false hope enough times to not believe anything we're being told by Frontier's representatives.
Thank
you for referring the complaint of *** to our office for
review. We appreciate your bringing this
matter to our attention.On
July 17, 2019 a request was submitted to Frontier’s Local Manager and
Construction team regarding the concerns outlined in the complaint. Our
team is committed to working directly with the customer in getting this issue
resolved. The customer has been provided
with direct contact information to reach Customer Relations for further
assistance as it relates to this issue.We
trust this information will assist you in closing this complaint. Thank
you,Amara
H.Executive
Customer Relations
Was quoted $40. Per month for WIFI service. Was billed $324.42. Bill was Corrected to $243.70 for modem I did not agree to buy. Cancelled service. Still billed $243.70 I asked why , was told for a special modem. I complained I did not agree to buy any modem and I certainly don’t need a modem I have no use for and did not agree to buy. Was told on 8/31/2018 that I would be sent a Return Authorization. Never received RA. Was turner over to *** to destroy my credit ratting.
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. was quoted $40 per month for internet service. Mr. was billed $243.70 for a modem he did not agree to buy. Mr. canceled service and Frontier continued to bill for the modem. Mr. never received the return authorization for the modem. Frontier has investigated the above statements and offers the following response:
Frontier billed Mr. $24.99 per month plus taxes, fees and surcharges for the internet service.
Mr. was billed $200 for the modem in error instead of the monthly lease fee of $10.
Mr. canceled service with Frontier on August 6, 2018.
Mr. did not receive the return kit for the modem.
Frontier has issued credit of $200 for the modem to Mr.’s account.
Credit reporting will be updated within 90 days.
A Frontier representative has reached out to Mr. by email to advise.
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.
Frontier Communications is charging me $10 per month for a router. I do not have one of their routers, but am still being charged. When I added the service I specifically asked the representative if I could use my own router and she said "yes." She went on to tell me to have the technician write on the order that I did not receive one of Frontier's routers and to then call customer service and tell them I am using my own router and the $10 per month charge would be removed. I did all these things and when I called customer service they told me "no, I could not do this and that the router is part of the package and they cannot remove it." There is no where on their website that states I am obligated to use their router, and my billing shows the router charge on a whole separate line of the billing, implying it is not part of a package. I was completely lied to by this company and am now being charged for a product I don't even have!!! How is this legal???
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. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
The Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment. Frontier spoke to Ms. on July 17, 2019 and explained the information above. Frontier will be sending out a Frontier router to Ms.’s home.
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.
My phone service doesn’t work. They won’t come to work on it, I’ve spent t several hours on hold trying to talk to them. And they won’t switch me to paper billing so I can stop paying for said non service.
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.’s phone service doesn’t work and Frontier will not come out to repair the service. Mr. would like to be compensated for time out of service and back pay for time taken off work. Frontier will not switch Mr. to paper billing.
Frontier has investigated the above statements and offers the following response:
Frontier issued a trouble ticket for Mr.s service on June 24, 2019 with a due date for repair on June 27, 2019.
Frontier dispatched a technician on June 26, 2019, At this time, Mr. requested a reschedule date of July 1, 2019.
Services were confirmed working to the customer’s premise on July 1, 2019 and it was determined the problem was with inside wiring.
Mr. was to call Frontier to reschedule another appointment to resolve the inside repair.
Frontier currently has a work order in place to dispatch to Mr.’s home on July 16, 2019 to repair his service.
Frontier issues credit for time out of service and does not issue credit for loss wages or time.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
I have already taken 3 days off work, to wait for a technician who didn’t show . I told them I’ll be there at 4 tomorrow, but their automated text message keeps saying 11-3. I can’t call from work and be on hold another half hour. I also missed out on 13 hours of double time overtime yesterday because work couldn’t get ahold of me. The amount of money this phone issue has cost me is in the thousands.
I have frontier communication - they are the only choice I have for landline service. my phone went out on 7/1 and they are leaving me until 7/18 with no service. which would not be so bad but I have explained to them I have no cell service and if I had an emergency I have no way to reach out for help. they said see you on the 18th. I also have a small home business and they have literally shut me down which now means I will have only a 1/4 of my august income. internet has been in and out too which has cut me off even more from being able to conduct business.j I am having to drive 5 miles into town just to make phone calls and check msgs. because of this.
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. advises that she has been without telephone service since July 1, 2019.
Frontier has investigated the above statements and offers the following response:
Frontier states that Ms. reported no dial tone on her landline telephone with Frontier on July 2, 2019. Frontier repaired equipment in the office on July 18, 2019.
Frontier made contact with Ms. at the time of the repair and the service was working.
Frontier issued a credit of $53.86 to Ms.’s account, which she will see on her August bill.
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: Tami Department: Customer Relations
My internet does not work. Every day I call with promised resolutions but no resolution delivered
The Complaint states that:
Ms. advises that her internet service does not work and she is requesting cancellation.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that based on our repair records, the most recent repair ticket indicates that our technician verified with Ms. that her service was working.
Frontier advises that there is a cancellation order present on Ms.’ account.
Frontier advises that despite our best efforts, we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
My wife, daughter and I have contacted Frontier Communications several times during the last 3 weeks regarding an issue with the telephone line having a constant humming sounds as well as the phone not working. Currently, we have no phone service. The technician has come to our home a few times to inspect the phone line and once they left the photo didn't work. When we call, we have to explain the issue again as if nothing was documented in the system from the previous calls. I am extremely dissatisfied with the service Frontier has provided and the inability to resolve the phone line issues. They are not easy to reach and they don't have email addresses send complaints in writing. To date, a letter was mailed to Frontier explaining the issue and the dissatisfaction with the technical support and service. I desire to have my phone line repaired and my bill credited for the time I did not have service.
Thank you for referring the complaint *** to our office for review. We appreciate you bringing this matter to our attention.
According to the complaint:
Mr. advises he has experienced an ongoing service issues.
Frontier has investigated the above statements and offers the following response: Records indicate, Mr. resides in area that has experienced phone service issues.
Frontier found transmission noise on the line. Technicians continue to work on addressing the service concern for this customer and addressed the concern on July 29, 2019.Frontier spoke with the customer on July 29th to confirm service is working properly and advised of credits issued for service issues.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer has experienced as a result of the above matter.
Sincerely,
Sandra P.
Frontier Communications
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. Please note, there is still a slight humming sound remaining in the line but for now, it is better than before. My wife informed the Frontier representative if the problem reoccurs, we will call to have the issue resolved. Thank you Revdex.com for expediting this issue and making sure Frontier worked to locate and resolve the problem.
Regards
My Account # ***-5 was cancelled back in March. I kept getting billed. I called back twice to tell them I was still getting billed and I was assured that it was all set. I verified the phone calls were made by their customer service department. I got a letter in the mail saying I was sent into collections. I called today to speak to a boss there and I was told there is nothing that can be done. That I would have to fight it through the collection agency even though Frontier verified I called three times all about cancelling and still getting billed.
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. states that he canceled his Frontier service in March, but is still receiving a bill. Frontier has investigated the above statements and offers the following response:
Frontier states that Mr. requested to cancel his Frontier service on March 4, 2019, but the order was not placed to cancel the service.
Frontier states that Mr. account was canceled on May 1, 2019.
Frontier issued a credit of $256.69 to zero out Mr. account. The credits cover the time back to March 4, 2019 when he originally called to cancel the service.
Frontier spoke to Mr. today and he is aware of all of the above and is satisfied with the resolution.
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.
Frontier Specialist: Tami Department: Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Thank you Tami in customer relations for taking care of this & the Revdex.com for your assistance!
Regards
Over the past two months, the internet portion of our Frontier service has worked as much as it hasn't worked. We have contacted the company multiple times without getting a straight answer about what the true problem is. We have different customer representatives promise to monitor our service and even call us back to make sure the "issue" is indeed resolved, but no one actually follows through on their promise. When a trouble ticket is created for us, it is usually set for two or more weeks in the future because the technicians are busy.
The Complaint states that:
Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier apologizes for the inconvenience this issue has caused.
Frontier advises that Internet service speeds are based upon many factors: including network congestion, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time.
Frontier has investigated Mr.’s account and has determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.
Frontier also advises that the available Internet speed depends on the distance from Frontier’s closest facilities. Mr.’s location is 18,000 ft from the nearest Frontier facilities. *Frontier is providing the fastest Internet speed that it can provide at this location at this time.
Frontier advises that a technician was dispatched on July 16, 2019 to investigate Mr.’s internet trouble and advised that tested the access line and found that Internet speeds were within an acceptable range, however Mr.’s service is affected by being in an area of high demand and distance from Frontier’s central office.
Frontier advises that we spoke to Ms. on July 16, 2019 to advise of the above
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. They have responded that there really isn't anything that they can do because we are outside of their current service area. While I am not 100% satisfied by this resolution, I do understand that there isn't much Frontier can do unless they upgrade their infrastructure.
Regards
called frontier on november 6 2018 at 9:56 am to cancel auto renewal on internet services. They gave me a confirmation number *** Per there terms. 30 days prior to my auto renewal date of december 23 2018.cancelled my service on june 23 2019 They sent me a bill of 190.67 for early termination fee. When I called there customer service on july 9 2019 spoke with tiffany she told me that number did not mean any thing. All she could do was file a dispute
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, Mr. disputes the ETF final balance of $190.67 and requests that the account be cleared to zero.
Frontier investigated and advises:
Records indicate the customer cancelled service June 25, 2019. The closing statement generated with a balance of 190.67 which includes an Early Termination fee.
On July 30, 2019 Frontier applied credit of $190.67 to clear the balance to zero. This credit will update within 1-2 billing periods.
Frontier contacted the customer and left voice mail to advise of the above.
Frontier apologizes for an inconvenience the above matter has caused and trust this information will assist you in closing this complaint.
Sandra P.
Frontier Executive Relations
Unfair billing practices.
On June 3, 2019 I canceled my internet and cable TV service with Frontier Communications, account no. 442-181-3551-062813-5. On June 8th, I received a bill from Frontier for the billing period of June 1 thru June 30th for $201.32 a full month charge. I called Frontier on June 18,2019 and spoke with Rep. by the name of Michael and asked why I received a full months invoice. He did not know and said he would issue a credit since I only had service from Jun 1st thru the 3rd, even though Frontier did not effectively cancel my service until June 4th. Michael said he was able to issue the credit and that no payment would be due for the month of June. I told him I was happy to pro-rate payment for the 3 days I used their service but he said the system did not allow him to make that adjustment so the full month was credited. On July 4, 2019, I received another bill from Frontier which said I owed a balance of $106.80, which included a credit of $94.52 form the $201.32. On July 8, 2019, I called Frontier billing to ask why I received yet another bill. She said that I still owed the $106.80 for June services and that I shouldn't even have received a credit of 94.52 as it's not there policy to issue credits if you had any service within their billing cycle. I told her this was an unfair billing practice that I was happy to pay for the 3 days that I used their service but it did not adjust to $106.80. 3 days pro-rated is $6.71 per day. I advised her I was a senior so trying to live within a budget. Her final comments were that she could do nothing to assist me or adjust the amount of $106.80, that I would have to pay it since I cancelled during their billing period.
Frontier Communications
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises she only had service for three days. Ms. only wants to pay for three days of service. Frontier has investigated the above statements and offers the following response:
Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of his billing cycle. Ms. was eligible to continue receiving Frontier services through the end of that billing cycle. Frontier issued a credit so Ms. only pays for the three days of service. Frontier spoke to Ms. on July 18, 2019 and advised her of this she is satisfied.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Jacey D Department: Customer Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
My internet service has been out since July 4th, 2019. I have tried calling multiple times over the last few days and have been transferred to a recording that then disconnects me. I have also tried going through their online chat service to no avail. I have requested a technician be sent and they seem to be refusing. My husbands job depends on him having internet as we have no cell service at our house.
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. has been without internet service since July 4th. Ms. would like her services repaired. Frontier refuses to send out a technician to repair her service. Frontier has investigated the above statements and offers the following response:
Ms.’s service was part of an area outage reported on July 5th.
Frontier technicians reported the outage as cleared on July 16, 2019.
Ms.’s service was reported as still not working after the outage was cleared in the area.
Frontier created a new repair ticket for Ms. and have scheduled a technician with a repair date of July 26, 2019.
Frontier is working with the dispatch office to try to secure a sooner dispatch for Ms..
Credit for $48 has been applied to Ms.’s account for the time out of service.
A Frontier representative has advised Ms. of the above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
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 has the worst customer service I've ever encountered. I had an install scheduled and no one showed up for 7 hours. I never received a call or notification of the issue. Ultimately when I called they conveniently said mt appointment had been changed to a week later. They could not provide any information on who or why it was changed. They had no interest in honoring my original appointment I made two weeks prior. I cancelled my entire install and choose not to do business with Frontier Communications.
I was with Frontier Communications and cancelled my service in June, 2019. They make you pay your full month's bill (not prorated) on your final bill (that's not what my concern is about but is related). Once my final bill was processed, there is now a credit on my closed account over $100. I called their collections department (not sure why that dept handled refunds since I've never been in collections) and was told it would be 3 pay cycles plus 21 days, (in other words 4 months) for the refund to be issued. They said it was their "process" and to ensure equipment was returned. The equipment has been returned (sent *** per their instruction) and received by them already...I have the proof. They still said it would be the same time period. The equipment being received and the billing are 2 separate issues and they should not be holding that refund for any reason or take their time for processing for that time period for issuing a check back to us. It's unreasonable. They certainly don't wait for 3 months to begin charging their customers for new service so why would it make any difference on the back end when service is cancelled? 30 days would be reasonable..4 months...unacceptable. They aren't entitled to hold this money that isn't theirs for that length of time.
I was with Frontier Communications and cancelled my service in June 2019. They make you pay your full months bill (not prorated) on your final bill (that’s not what my concern is about but is related). Once my final bill was processed, there is now a credit on my closed account over $100. I called their collections department (not sure why that dept handled refunds since I’ve never been in collections) and was told it would be 3 pay cycles plus 21 days, (in other words 4 months) for the refund to be issued. They said it was their "process" and to ensure equipment was returned. The equipment has been returned (sent *** per their instruction) and received by them already...I have the proof. They still said it would be the same time. The equipment being received, and the billing are 2 separate issues and they should not be holding that refund for any reason or take their time for processing for that time for issuing a check back to us. It’s unreasonable. They certainly don’t wait for 3 months to begin charging their customers for new service so why would it make any difference on the back end when service is cancelled? 30 days would be reasonable... 4 months... unacceptable. They aren’t entitled to hold this money that isn’t theirs for that length of time.
Mr.’s service was activated on June 20, 2013 and deactivated on June 8, 2013.
Mr. billed $30/digital Voice, $5/FIOS 50/50 Data, $11/DVR, $10/Quantum Enhanced, $11/HD Receiver, $98.98/Extreme HD TV ($165.98) plus taxes and surcharges monthly.
Mr. has a credit balance in the amount of $108.57.
Frontier records reflect that Mr. called and spoke with a Frontier customer service agent on July 8 and the agent advised that the refund would take 3 billing cycles plus 14-21 business days to receive.
As a courtesy, Frontier will process the refund and Mr. will receive it within the next 7-10 business days.
Frontier apologizes for any inconvenience the matter mentioned above has caused. We trust that this information will assist the Commission in closing this complaint.
My fiance and I purchased a house where the only internet option being frontier. He originally opened the account and later via a 3 way call, authorized me as a user for the account. Original installation date was March 6th. He waited 12 hours at the house. They were a no call no show. He called 3 times during the 12 hour period and each time the customer rep said the guy was running behind but on his way. He calls several more times after and no one at frontier scheduled another appt. The installer randomly stopped one day without a confirmed appt and ran a line from the utility pole to the house and coded it as install complete. In the meantime since April we have gotten a monthly bill for phone and internet that we do not have. Each month I call and they fix it. In may I spoke to someone again and she adjusted everything and there is a pending ticket to fix the issue which has still not been resolved and we have next been contacted. They never sent a bill in June and today July 8th I receive a bill for 2 months and late charges. I called and it immediately defaults to the collection department. The rep refused to discuss the bill with me stating I am not authorized on the account. I have been handling this for months so I am now confused how my information got lost in their system and I am no longer on the account. This is the most ridiculous company and customer service I have ever experienced in my life. How are we continuously getting billed for service that doesn't exist, how has someone not come out to fix and hook up the service after months of complaints, how does my information get lost, how doesn't anyone at this company know how to do anything at all???? At this point we are about to submit everything to an attorney and file legal action if they cannot resolve this at a local civil matter. This is the worst company to deal with and I would never recommend them to anyone. Even their own employees agree the company is terrible and dont use their service.
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. was billed for Frontier services that were not installed. Ms. would like the service installation to be completed. A Frontier technician installed the line from the utility pole to the house and flagged the service installation as complete. Ms. would like the charges reversed and the service installed. Frontier has investigated the above statements and offers the following response:
A Frontier technician was unable to complete Ms.’s install due to the unavailability of lines needed for installation.
Ms.’s service order was sent to completion, before the installation was completed.
Frontier has scheduled an appointment to complete Ms.’s installation, however there is a pending order in place to terminate the account.
Frontier will issue full credit to Ms.’s account.
A Frontier representative reached out to Ms. to advise that credits will be issued and provided a contact number for further assistance if needed.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I am a loyal Frontier customer and have been attempting to resolve a billing discrepancy but to no avail and leave this as a last resort. My last 3 billing amounts were $25.98 on 4/30/2019, $51.65 on 6/3/2019, and $80.98 on 7/1/2019. Sometime after June 3rd I made a call to see why my bill was overcharged. The representative stated that the contract had expired but would set me up on for automatic renewal. He also stated the overage would be credited towards next months balance. Adversely instead of expecting a close to zero balance due for the month of July I was charged $80.98. I have since been calling to try and remedy the issue but seem to be getting the run around being directed to different departments and eventually being told that they could not honor that after the fact of a representative already stating it would be.
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. states that he has a billing dispute with Frontier due to the previous plan term expiring. Frontier has investigated the above statements and offers the following response:
Frontier worked with Mr. who agreed to a new twenty-four-month plan that provides a discount. He was advised, that if cancelled prior to the term end he will bill early termination charges for the remainder of the plan.
Frontier issued applicable credit.
Frontier spoke with Mr. on July 25, 2019 and advised the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
I ordered service and when I ordered service the sales agent didn’t inform me of the insulation charge. The technician was supposed to come out and never showed up at the time they told me he was supposed to so I called them and they told me he was go be late. Well I get a text message towards the end of the day saying he wasn’t go come to the next day after I done missed a whole day of work waiting on them. when I get the bill I see a insulation charge for 75. So I called them to ask them about it and they told me it was waived to call back after 3 days cause the account is new. When I call back I just keep getting the run around and getting lies from all of them saying call back in couple days or so. It’s getting very old and I’m tired of wasting my time with them
Frontier Communications
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. states that the $75.00 installation fee was not disclosed to him.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. was credited the installation fee of $75.00 on July 10, 2019.
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.
Frontier Specialist: Donna M Department: Executive Customer Relations
On June13, 2019, I contacted Frontier Communications to set up a date for a tech to come to my home to upgrade my internet service. Date for a tech to come for service to be worked on was set for Monday, July 8th 2019 between the hours of 10:00am - 2:00pm, I was told that the tech would contact me before they arrived at my home, I then advised them that I work nights and sleep during the day and if they could not reach me on my cellphone to contact my wife and gave them her cell number in addition to my own. On July 3rd 2019 I called Frontier to confirm that everything was still set up for a tech to come to my home on July 8th and they assured that everything was planned as scheduled. On Monday, July 8th I waited all day after being up all night from work the previous night waiting on a tech to come. At 3:00pm an hour after the alotted time they said they would be here I called Frontier to see why no one showed and sat on the phone with them being transferred from person to person for almost an hour and ultimately was told that my service order had been cancelled without notice because the high speed internet I was supposedly paying for and ultimately did not even have and had requested to be upgraded to did not exist with Frontier Communications. They should have called me and told me this so that I would not have stayed up all day and went to work without sleep for nothing! Poor customer service! False advertisement!
Frontier Communications
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. states that he is being billed for the upgrade to his internet on a cancelled order.
Frontier has investigated the above statements and offers the following response:
Frontier records show that Mr. ordered an upgrade from Broadband Max to Broadband Ultra on June 13, 2019 with a due date of July 8, 2019.
On July 5, 2019 the order as notated that there were no available ports for the upgrade and that the dslam is capped for new service. The order was placed on hold for contact with the customer.
Frontier notes reflect that Frontier did attempt to contact the customer, unsuccessfully, several times.
Mr. is receiving Broadband Max and his rates have not changed.
Mr. account has been suspended for non-payment since July 16, 2019.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. Williams may have experienced as a result of the above matter.
Frontier Specialist: Donna M Department: Executive Customer Relations
They gave me a window from 9am-1pm to set up my new service. I took off work so someone over the age of 18 would be here during set up. It’s now 2:30pm central time and no one has bothered to show up or even call. I lost an entire day of money that I needed to make in order to feed my family and pay for their terrible internet service. This is unacceptable and I definitely feel like my install fee should at least be waived for my loss of money that I could have made working today.
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. advises that she set up an appointment with Frontier to have internet service installed, but the technician did not show up at the time that had been agreed upon. Ms. advises that Frontier should issue a credit to her account. Frontier has investigated the above statements and offers the following response:
Frontier advises that the technician was unable to arrive on time for the appointment because he was routed to another job at the opposite end of the county.
Frontier advises that the installation of the internet was completed on July 11, 2019.
Frontier spoke with Ms. on July 12, 2019, confirmed that her internet is working, and advised her that she will get a credit for the missed appointment.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I cancelled my service with Frontier Communications on 02/22/2019 which was 14 days in to a 28 day +- billing cycle and am being charged for a full month ($241.60) instead of 1/2 month (approx. $121). I have spoken disputed the bill with customer service 5 times over the previous 4+ months with no results on the disputed bill which has now gone to collection. Please help me resolve this problem as I would like to pay the correct bill and not for services that were never rendered.
Frontier CommunicationsThank 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. stated he cancelled his service with Frontier on February
22, 2019. The customer was billed for a full month.The disputed account has been sent to an outside collection agency.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr.’s account was disconnected on February 22, 2019 via a port-out purchase order. The customer’s account was billed for a full month and sent to an outside collection agency on June 16, 2019.On July 8, 2019 the customer’s account has been issued a credit of $112.75. The *** will be notified of the credit and they will update the credit report.An email with the account breakdown along with contact information will be provided to Mr..On July 11, 2019 we called Mr., acknowledged this case and reviewed the above information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced because of the
above matter.Frontier Specialist: Sandi B. Department:
Executive Relations