Frontier Communications

I purchased their internet package and it was installed on the 28th installation was finished at 4pm. Internet worked for a few hours till some point that night and stopped. I have not used the internet since then because it keeps cycling. I set a appointment for today 6/29 from 8am-12pm. The technician failed to come or even call to notify. I called and was told they were backed up. At 1:50pm I recieved a text stating they were unable to come and my appointment was moved to 7/8/19 from 8am-12pm. I am a college student and that would mean I would not have service for 15 days total. I called and they stated all they could do is waive the $147 termination fee however I wowouwowoulwowouwowould have to still pay the $111 first month bill which makes no sense to me since their service has not been used or provided which I find is a breach of contract on their part. They also stated I would have to pay something because I chose not to wait till the 8th. I had a appointment for today and it should have been fixed today since I took the day off of work.

Confirmation # given

I and my family were a customer of frontier communications for years, during the year of 2018 I was set up as an auto pay account, in about April of that year my phone and internet was cut off, phone service was not restored until November the day before thanksgiving, the technician that came to the house that day told us we were not subscribed to internet service in the system so he would not activate the internet for us and he left. I spent many days, (weeks more likely) hours at a time trying to get through to customer service to have my service repaired and requesting refunds of my payment for lack of service. I was only ever given a small portion of my total bill as a credit yet I paid thru auto pay my complete bill. Internet that I was billed for was never restored to my house that year. I have since canceled all services with Frontier communications for lack of service. The company will not give me a refund of services they did not provide, and is billing me a past due amount as I stopped my auto pay on the account around September-October of that year due to lack of service to my house also Frontier would not credit my account fully for the months I had no service. Internet was never restored in 2018 yet I was billed the entire year and I paid for most of the year. I do not owe this company they owe me.

Company takes weeks to come and fix the internet, and on the day of repair, no technician shows up after pushing back the time slot. After calling multiple times, the next appointment is pushed back to the 12th and the company refuses to come sooner despite being a no call no show, and allowing us to wait a month for no guarantee. Many of the employees, even the supervisor we talked to does little to nothing to help fix the problem. Not showing up or calling had been a problem every time we make a call to fix the issue. Last call we made, one of the employees we talked to claimed that coming to fix our internet was too much work. On top of believing they are taking advantage of us with being the only cable internet in our area, they falsely promise good internet connections and call backs.

I receive a mailer from Frontier offering a $200 gift card for signing up for service. I signed up for cable and internet in February. I spoke to a rep two months ago. Finally got a claim letter in the mail but it was for $100, not the $200 that was offered when I signed up. I went ahead and did the online registration for the gift card a YET to receive ANY such card in the mail. I'm actually "chatting" with a rep right now, been going on for over an hour. Still NO answer as to where my gift card is??? I'm over the BULL. First, they claimed it was for $200, now $100 and I haven't received either!!!!

Phone service at my house went out on June 13th, 2019. It is still not repaired. There is no cell phone reception in my area, so the landline is the only mode of communication in case of an emergency, such as a medical issue or a home invasion. I also need the internet to conduct work business, such as emails. I've asked Frontier to prioritize my repair for sooner than the original repair date of June 25th, but they could not and they could not even repair it on the date promised and to reiterate, is not yet repaired, with no firm answer on when it will be repaired. I am a paying customer and phone service is a basic necessity and should be treated by Frontier as such.

Account has been closed due to company unable to provide service, still receive bills even though emails from company stating account closed and paid in full.

I was billed in error. My service was disconnected on 4/24/19. I was billed for May service in error. I called 3 times and received confirmation that I was billed in error. I chatted with Christina on 5/9 and was told I would receive a refund. I spoke with Dwight on 6/25 and was given a case # for an ELL. I still haven't received resolution and am now being told my account has been sent to collections.

Hello,

I was misled to the prices and services from Frontier Communications from the door to door sales person. I made 3 calls into the 800 number for Frontier and was told that I was out of luck. This was misleading or bait and switch tactic to get into a contract. Thanks in advance.

When I signed up for my service I asked for their fastest available download speed. I was told my house was not equipped for that and a technician would have to come over and install hardware. About a month into my service it slowed down immensely. I was only getting about 13 mbps at best. My fiance and I contacted Frontier to see how many mbps we were paying for because we couldn't find it on any of our bills. We were told that we were getting 18 mbps but we could upgrade to 25 for $5 more a month, which would actually $8.99 a month because we would have a $3.99 a month service fee because our house was not equipped for the highest service offered. We were told we could pay a $75 one time fee for someone to come out and see if we could get the 25 mbps and that would include install if possible. We told them we asked for the highest they offered from day one and we already paid for someone to come install the proper equipment so we did not believe we should have to pay again for something we should have already received. When my fiance chatted with someone he was told they did not have a direct line so he could not speak to a supervisor. When I chatted with someone he told me he would transfer me to a technician so they could "everify" if our address was eligible for the 25 mbps but no one ever came back on to the chat.

Moved out of my house, called to cancel service. Charging me a month ahead when I cannot possibly use the service instead of canceling today

I called to disconnect services on June 22nd. I moved out of this house on June 15th. When I called on June 22nd I was advised I had a small early termination fee, I would get equipment return packaging at my new address (***) and a final bill. I chatted with an agent today simply to find out when the bill would be revised because the current bill is due on July 3rd (Here is our Chat ID) She advised me that even though I cancelled services on June 22nd I will be billed though July 8th because you cannot cancel in the middle of a cycle. This is absurd. I have cancelled all other services, and have gotten prorated bills from them. I refuse to pay for 17 days of services that I am not using.

I had called in the previous week to check on a payment amount I was informed that 100 dollar payment would suffice. since I do work from home I am required to have a constant connection to the internet. with their information I made the payment of $100.00 unbeknownst to me It was supposed to be $128.70. I spoke with 4-5 agents to resolve the issue being hung up on by a supervisor and 2 other agents. I was told this is it you have no recourse and the agents including the supervisor were completely out of line causing losses of income from work and having to take time off of work to resolve this issue and caused huge amounts of stress and a possible loss of my income for my household. if your company cared about its customers and their lively hood they would have been able to solve this issue with ease and not risk a customer to lose their job and income to support their family.

I have contacted Frontier multiple times for this issue. In January 2019, I had cancelled my TV service with them. My January statement reflects this change. However, in February and March, they decided to revert my account to include cable again, even though we were not receiving cable with them. I called them as soon as I noticed they overcharged us for those two months. In April, they fixed our account to remove cable charges, but they never credited our account for those two months that they overcharged us almost $200. I had to contact them yet again to have them adjust our account. They claimed they were going to investigate the issue but yet again months have gone by and nothing has been resolved. I am tired of reaching out to them and having nothing resolved.

I was using Frontier Communications for my internet services but the internet services haven't been available for a while I went to make a service call which takes me even give me for 2 weeks so I got another internet company to come into my home to provide me service when I went to cancel the frontier they first told me I wouldn't have any charges then they told me I would and when I tried to dispute the charges they argued with me and then hung up on me and told me that was too bad I was paying us for supervisor they wouldn't allow me to have one they never told me I was under any type of contract for Frontier Communications and I am disputing at the charges that they are disallowing me to dispute they could not provide me with repair services and they could not provide me with internet so it is not fair that I would have to pay anything to cancel the services that they could not like me to begin with

Internet problem late Aug., 2018. Contacted Frontier and per their suggestion, purchased an OnHub Router and a Smart Mesh Wi-Fi Dual Pack through Frontier web. (NOTE: I really do not know from which Frontier office the purchase was made.) Received and installed equipment but the problem was not fixed. Returned Router and Dual Pack early Sep. IAW Frontier instructions. Frontier provided mailing label to *** (Frontier Ship number ***) sent via UPS (tracking Number 1Z-RA0- *** -***).
Billed for Router ($66.66) and the Smart Mesh Wi-Fi Dual Pack ($48.00) plus additional tax of ($8.03) per month in October, November, and December. I was also charged $100.00 (+ $7.00 additional tax) for "Broadband Unreturned Equipment Fee" (Dec. 2018). I have also been billed 8 late payment fees ($9.00) even though their bill indicates payment received before due date. (I frequently over-pay the basic Internet charge ($35.35 and later $54.70)).
Frontier has acknowledged equipment returned because they have refunded me the money for the OnHub Router ($132.32 - (2) payments in Dec and $66.66 - (1) payment in May). They also refunded the “unreturned fee + Tax ($107.00) and 1 late payment fee of $9.00.
In addition, I had to pay Frontier $122.02 to have my internet turned back on (20 Jun, 2019). I had to do it twice because my wife did not want to wait 3-5 business days for the internet (TV) to be turned back on. I should not have had to pay this at all if Frontier bookkeeping was accurate or if they had performed the audit I requested repeatedly. This problem was caused by Frontier's incompetent bookkeeping and made worse by the rude and unprofessional behavior of their Customer Assistance and Collections department personnel.
I have a spread sheet that shows all credits and debits, based on my received Frontier bills, (plus the Account Past Due fees) showing Frontier owes me $502.15 to date (25 June).

I had Frontier service for about 2 months. In that time frame I had many service interruptions with both cable and internet which lasted for about 3 weeks total. I cancelled my service for Internet and cable with Frontier on May 22. On that day I was told that Frontier would not prorate service since I was cancelling in the middle of the billing cycle and would have to pay for the remainder of the billing cycle. In addition, there would be a 225 dollar charge for early contract termination even though I was 100% certain that I did not have a contract before I started service. In fact, I even directly asked the question while setting up service and was told there was no contract. I was told that I would be sent boxes to return my equipment after the account was closed, after that current billing cycle. To my surprise I received another bill in the mail as if I had never closed the account. I called customer service and I was told the invoice was canceled and that I would receive the boxes in a few days to return the equipment. I received the boxes and returned the equipment in the following days. About 2 days later I received another bill in the mail as if the account was never closed. When I called I was told that since I returned the equipment in the middle of the billing cycle they would have to prorate the service even though I was told before that Frontier didn't prorate service. I was told that I would owe about 50 dollars on the bill for July even though I ended the service in May and the previous charge for June was removed from my account. I called again today and was told that the charge would be removed from the account but I would received another bill next month in the amount of 9.99 for internet service cancellation. I have never heard of this charge and it was never brought up until today. Also, I have never seen the early contract termination fee come up in a bill.

I called to downgrade my landline service as it seemed crazy to pay $70 a month to have a land line necessary. I downgraded and thought it was taken care of.
NOPE. I got a bill the next month for the same amount. I called to Frontier to find out what happened; I was told the change did not take place because a third party verification did not take place. So I did the third party verification.
One month later same crap!!!!
I called Frontier again on 6-25-19 and spoke to a woman named "Jackie" who informed me Frontier had made an error and never processed it. I had to do a third party verification again! "Jackie" told me she would call me the next day to verify that the job was finalized. I never heard from her on 6-26 or 6-27. So I called again; I was told that I would not be credited the amount of money that was owed to me and that I only showed downgrade of service but that I would be paying the same amount. REALLY? I asked a supervisor how does this make sense? Who in their right mind would pay premium dollars for a downgraded service? COME ON!!!!
Scam artists who have you by the you know whats because they are the only ones who provide wired service. I did not want digital service offered by ***, I wanted wired land line service. I was on the hold with a supervisor who kept asking me if I was ok - not sure if my threat to report them to the Revdex.com had anything to do with it, but she said our phone call was being recorded. TERRIBLE COMPANY TO DEAL WITH!!!!!!!! AVOID THEM IF YOU CAN!!!!!

Frontier Communications has been my longtime internet service provider. I pay $73.00 for their premium service package. For sometime now, mostly in the evenings my download speed is between 2 and 3 mbps. This is considerably lower than the 25 mbps that I pay for, and renders my ability to use the internet useless. I finally called them, and went through all of the trouble shooting protocols, and the root of the problem as stated by them is that they have oversold the area, and when everyone is on my bandwidth is cut. Their solution is to apologize and let me know they are looking into infrastructure upgrades. In the meen time I will still be billed for the premium package even though they can not provide it, and as far as I know they are still accepting customers in my area

I had Frontier Communications as my Internet/Cable/ and home phone provider. I canceled the companies services on 1/15/2019 because they could not fix the cable box from 1/3/2019. They even sent an additional cable box that did not fix the issue. I returned all equipment in February 2019, 1 modem and 2 cable boxes. I paid the bill on 1/7/2019. Frontier states that they never received the equipment back. I spoke to a Representative in March who stated they have the equipment and it was not flagged properly and he fixed the issue and I would be receiving a credit of $51.72. Friday April 19th 2019 comes along and I speak to Savanah a Rep at 5:08 pm who states that the representative did not properly flag the equipment, so I ask to speak with a supervisor. (Every single phone call takes two hours with this company). I speak with the supervisor Nick who informs me that he will personally take care of the problem and I will receive a credit of $51.67. June comes along and still I do not have my credit of $51.67. I again call Frontier Communications customer service line at 1-800-921-8101 and speak to Kayla Employee ID # *** she states it was a misunderstanding and someone double charged me and forgot to hit something so the equipment would be flagged properly. I speak to the manager Jonathan Employee ID # *** who assured me that everything is credited and he would personal fix the problem and my credit of $51.67 would take 2-21 days. I thought that the manager would have finally fixed the issue and I finally felt at ease. The next couple of days I receive a phone call from Eastern (which is a debt collector from Frontier) stating I owe them $172.79. I explained the situation to Eastern and their account representative Maya that I do not owe Frontier money and the company actually owes me a credit of $51.67. Maya informed me to contact Frontier's customer service and obtain something in writing that states you don't owe them money. I call the Customer Service line to speak with a Representative Joe and he states that I owe $172.79 for services; I stated I do not owe Frontier any money and the issue was originally for equipment charges now they want to switch it to services for the exact same amount. I even spoke with a Supervisor who did not want to listen to me. I told her Frontier double charged me and when someone tries to fix something another problem arises.I stated to the Supervisor that the issue has already been solved and read the case notes from two supervisors one from Nick and the other from Eric as well as the Manager Jonathan. I repeated myself several times that I do not owe Frontier money that they owe me money and its been case noted since April. Elizabeth the Supervisor could not figure out that I was telling her I was double charged for equipment; they recycled the bill and instead of it being equipment charges they changed it to services. Now Frontier is trying to threaten my credit. This is absurd. I do not owe this company anything.

Today I received yet again Frontier Communication’s poor customer service. Way to go....again. On and off for the last 6 years our frontier pole has been rotted out. Having our local technician write multiple reports of the condition of the pole located by the end of our driveway. The local technician told us as long as the wire was taunt the pole would stay up.

Today we had a significant wind storm causing the pole to shift 30 degrees causing the wire to sag nearly 6 feet. In addition the pole has a significant lean and is in danger of falling potentially causing harm to others or to the new vehicles in our driveway. With a line of potential storms in our area I called your horrible customer service. I dread calling your customer service lines.

I finally reached Conrad in technical support after a lengthy hold. Conrad informs me there were no prior tickets about our failing pole. Which is a lie...lie number one. Which lying is the standard at your call centers. Then I am told the ticket was for 8:00 AM June 28, 2019. This is over 12 hours away. Your call center people feel it is ok to leave a nearly falling over pole for over 12 hours. This pole could fall and hit a car or a person killing then and apparently that is ok.

I wanted a supervisor because in my experiences a supervisor can escalate a dangerous situation to resolve it. I spoke to Chris, ID #949785. Chris is located in your Austin, TX call center, so he really does not care what happens in Wisconsin. Chris tells me they can not send an emergency technician to stabilize the falling pole....lie number two. Then when questioned further I was told lie number three....Frontier Communication in fact does not have any emergency technicians. I find this incredibly hard to believe.....when service goes our you just send no one if it is after 5:00 PM. I needed to keep my neighborhood safe....so I continued to demand a emergency technician. He placed me on a couple of long holds but continued to deny me an emergency technician. When questioned if the pole fell on my 2019 *** is your company going to pay for my car....I received a smart answer of I am not in the legal department. When questioned about the pole hurting or killing someone he was ok with that scenario ok as well. As a company you should be ashamed of this attitude. I am demanding he should be immediately terminated from his job. Upon request of his superior, Chris claimed he was the very highest person at the call center...lie number four. I was on the phone nearly two hours before he finally hung up on me.

Frontier Communication I will be contacting the Wisconsin Revdex.com and all local media outlets about this absolute awful customer service.