Frontier Communications

I requested service to be transferred to my new location, After waiting approx 1 week for service date due to my work schedule and being allotted a 8am-5pm arrival time, I received a phone call at 3pm on the date my service was supposed to be transferred over advising me my appointment was scheduled inappropriately after I spent over 30 minutes scheduling the appointment with customer service. I told the support representative that called me on my service date if I did not have someone coming to my house on that date to start service I didn’t not want service through Frontier any longer. I told her to close my account that day. I called today to ensure that my account was closed only to find out that she never closed it but rescheduled the appointment to the 22nd of December which I told her specifically I did not want. Again sitting on the phone for over 30 minutes listening to the representative type and breathe heavily into the phone I asked for my account to be closed again but was told due to the service being actively rescheduled I would have to call back tomorrow to cancel because there is a 24 hour turn around time to deactivate or cancel my service request. This has to be the worst company and customer service I have ever received.

Prior to Hurricane Harvey, spotty Frontier Comm landline/DSL service began to rear its ugly head. Shortly after the Hurricane (my home and surrounding areas were unaffected) the DSL WiFi simply died. ALL of the horrors you've read online about this company came to pass and continue to this day! When it was Verizon, very few problems arose. For nearly 16 years Verizon was the only company providing Internet service in the Stafford, TX area. Things went well. Now in the hands of Frontier, I have little good to say about this pitiful "company." Somehow, someway they need to be bought out by one of the country's Big Boys ... Gladly I wouldn't mind paying the same, or more, for REAL customer service and products that live up to the hype! Somebody do something ...

Be aware: When I cancelled my service with Frontier I made sure that my balance was paid in full with a live representative over the phone in the cancellation department. Approximately, 2 weeks later I received a letter stating that there was a bill of $52.65. I called and informed them that this account was paid in full, cancelled and closed. The representative insisted that they gave me a $15 credit and that it is my responsibility to pay the balance. I asked her, "Why should I have to pay for services that I did not receive? I feel as though Frontier is robbing me and I can't imagine how many others." Her reply was that this is their policy and that there is nothing that she can do. I paid the $52.65 reluctantly and wrote in the memo of the check: FORCED PAYMENT FOR SERVICES NOT RECEIVED ON A CLOSED ACCT. I also wrote on the return stub: "ACCOUNT WAS CANCELLED & CLOSED. I am being forced to pay this amount for services that I did not receive in order to no weaken my credit according to the letter sent to me by Frontier National Collection Center." In my experience with this company they are not transparent and forthcoming with their policies and fees.

Frontier is absolutely horrible. We live in an area where Frontier is our only option for internet service, and they gladly take advantage of that. My bill went up $5 per month with no notice (to 34.99), being on autopay I never noticed until receiving an overdue notice 10 months later from the carryover (~61$). The customer service rep I spoke with never mentioned the new charge, and told me what my overdue amount was - which I paid immediately. The next month I received a bill for 93$, stating that not only did my service go up again to $39.99, but I had a delinquency of $44, and the line of "guaranteed $5 credit" was ZERO. The service itself is terrible and unreliable. It rarely can go for an hour without crapping out, and every time the wind blows it goes out. Frontier was sued in 2015 for poor internet practices and charges, and was to charge on 9.99/month - my bill was never lowered to 9.99 and has only gone up with no notice even when calling to speak with them directly. When I contacted them about this situation, the response was simply 'sorry for your inconvenience and confusion'.

My mother went into the hospital and directly into hospice. It was literally 10 days into the billing cycle. I cancelled her phone service the day it happened and they charged me to the end of the month. The whole month instead of prorating for a portion she was up and running. How can people do business nice this? Never again!
Rochester, NY

The internet service provided by Frontier has been terrible. Extremely slow when it is working. Many times it's not working at all. We have reported problems numerous times and have been told there is nothing they can do as they have over sold the band width in our area. The phone service is not great either, problems with static on the line.

Received a phone call today at my job, I have never contacted Frontier and I have never had an account with them. So the male who called me was asking me to verify my information, which is my work information. I told the male to kindly remove me from his list and to remove my business email as well. He had the audacity to tell me to have a bad christmas and a horrible holiday. I recently just lost my aunt and is having difficult time dealing with it. For that male to call me and say such a thing. I have worked in customer service for years and when a potential customer doesn't want my business I would never dream of saying such a thing to them. I would never recommend this business in a million years

I'm a current *** customer looking to save some money by switching to Frontier. My savings would have been about $100/month and I would be getting more services.
However, everything the Frontier rep told me when I placed my order proved to be wrong in less than 3 hours. I have seen the bad reviews for Frontier's billing consistency, so one of the things I asked for prior to agreeing to service was a breakdown of my bill up front, so I could use that to dispute any problems in the future.
When I received the email from Frontier confirming my order, *every*single*thingthat could be wrong was wrong:
1) The pricing offer was only for 12 months when we had only discussed a 2-year contract on the phone.
2) There was absolutely no break down of the bill, just a single line-item showing the Triple Play package for $92.
3) The amount of $92 was never even mentioned one time during the call. The base deal was for $80/month, and when we added our extras, it was supposed to be $117/month. I have no clue where $92 came from.
4) There was no mention of the free year of Amazon Prime service anywhere.
I called back and spoke to someone else who tried to tell me the person I placed my order with must have been confused and told me the wrong stuff. I asked for a manager and was on hold for 35 minutes before being told one would call me back.
And no one did, of course.
I'm cancelling my pending order and sticking with *** The company is a joke.

Only get their internet service if you can't get anything else.
They raise their prices regularly, as much as %25 at a time. They don't notify you and if you're on an auto pay you will only find out if you make an effort to check for yourself. The internet service itself was ok, but only 3 meg. After a few years the rates were so high that it was almost the same price for Spectrum with a 30 meg service. On top of that, when you decide to cancel their service they not only charge you a $10 disconnect fee, but they also charge you for the full last month of service even if you cancel on the first day of the month.

The worst internet provider known to man-kind. Do yourself a favor and go to your local library for internet access before paying this pathetic excuse of a company any money whatsoever. The day they go out of business will become a new holiday. If I could fight whoever is in charge of this ridiculous business I would be sooooo happy. I can go on forever, literally, about how unbelievably terrible this worthless company is but I'm already wasting my time writing this review I can't let myself slip. I suppose it's not a waste of time if someone reads this and decides against giving this pitiful "company" any of their business. Get satellite before Frontier, hell don't get internet at all if they are your only option. You're better off writing a letter and delivering it on foot to communicate with anyone than trying to use their internet "service." Frontier, do us all a favor and drink bleach. I would give 0 stars if possible. Terrible.

Frontier is absolute trash. We pay for 75 download and 75 upload speed for our internet service, over the last several weeks we are lucky if we're over 1 download. No where NEAR the "plan" that we are on and pay for. We've spoken with multiple technical support reps, who have you unplug and replug in the router, and when that doesn't fix it they're out of options. Just the other day they sent a technician (which we had to wait 5 days for) to our property, he replaced the modem and left, exact same service ensues. Now we have another tech scheduled to come to our property almost a week from today to attempt to fix this issue again. I wouldn't recommend Frontier to anyone.

The worst customer service I have encountered. Verizon was great then Frontier takes over and it goes downhill fast. The bill was consistent for a while and then I receive a letter stating that I should call to find out if there are any specials for existing customers. I call and all I got was a very unfriendly person who stated that I should call back in November because there was nothing that he could do. OK so I call on November 13 and spoke to someone who was supposedly going to fix everything., Then I get the bill and its $104 more than the what I was told by customer service. I call them again and was told that some of the credits had "dropped off". Then she tells me that for one month I would be charged an extra $50 because of their incompetence. I am amazed that this company cannot get their billing straight and people are having to pay for their incompetence. Worst company I have ever dealt with. I am seriously considering another provider.

Very DISONEST company !!!! We fulfilled our 1 year phone contract and 2 year internet contract in full . We cancelled our service and they still are going to charge a 400.00 early termination fee .

I contacted Frontier in early Nov. 2017 to have my service disconnected because I was moving out of the service area. I wanted it disconnected by 11/10 but was told they would be out on 11/30 to disconnect, at the end of my billing cycle. I made it clear that the house would be empty then and I would not pay for service I did not use.
The CSR advised me that she had overridden the 11/30 disconnect order and that the service would be disconnected on 11/13 and I would not be charged for the remainder of that month.
I had just received my new bill for the month of Nov, my services were billed 11/1 to 11/30 (with a $.00 forward amount) and, due on the 21st of that month. So, I waited for a bill showing the credits and the partial month due. It never came.
On 12/6 I received a Dec. bill that, to my surprise, was for a total of $85.79; the full month charge for Nov. and a $17.50 charge for Dec., for discounts. I contacted them again and the CSR, this time, did nothing but talk in circles. She clearly was not paying attention to what I was talking nor was she reading notes on the account....if they even noted the account.
I really cannot understand how this company is allowed to get away with their dishonest business practices.
Oh, wait, yes I can...they're regulated by the government. The FCC really needs to put a stop to it.

I had Frontier Fios for about a year, and throughout that time customer service proved to be incredibly inefficient, negligent and slow. I had to contact customer service THREE TIMES to have my services cancelled. And when I was told I would have to pay for an entire month because a representative failed to cancel my services the first time I called in, they were unwilling to even acknowledge that it was anything but my own fault.
So now, I have spent money on services that aren't even connected because they failed to properly cancel my account, but they're sending me a Citibank prepaid card with a partial months refund for NEXT MONTH... to my old address. Because they wouldn't update that.
Unfortunately, getting services established was just as frustrating. After two missed appointments (one month after I had requested services to begin with) because the representative failed to give the installer my cell phone number, I was told I would receive $20 in statement credits for the inconvenience. Those credits still hadn't shown on my account two months into my service. When I called in to ask for the credits, I was given the run-around by one agent. The second agent I spoke with credited my account immediately- this was the one instance of actually receiving service.
The internet service itself (Fios 100/100) was horribly slow, often blacked out, and was nothing near what I was paying for. Anytime I called about my slow service, the company, again, would never claim responsibility on their end. It was always the router, which was their equipment.
I am happy to have moved to location that doesn't have Frontier as the only option. In the future, I wouldn't use them even they're the only option.

I was lied to and I am unhappy. I called Frontier to negotiate my fee, which increased after my 6-month promotional pricing. The representative promised to keep my pricing at $40/month for 2 years. I asked if he could send me something in writing and he said they do not do that.
A month later, I'm looking at a bill for $50. I call back and a new representative says there was nothing on file for $40/month for 2 years. She couldn't do anything to get my price back down to $40 like I was promised.
I said I wanted to cancel and go with *** for their $29.99 plan, and she said there would be a $74 early termination fee. What crooks, I'd give it 0 stars if I could.

Sorry to say after two years of trying to get the internet service to work right the majority of the time, I canceled, when without a warning they raised my bill 5$ more a month. I was surprised when the next month I was billed for another month. No one had told me because I had canceled on the 27th, two days after the billing cycle, I had to pay for the next month and was then canceled on the 24th of the next month. Then the 3rd month I was billed a cancellation fee and a fee because I was a customer that used their internet. None of this was explained to me the first call to cancel or even the second call asking about my bill.
Their internet service is not very good, their customer service wants to help by selling you more things like boosters, that didn't help or put you on a plan that cost more .
I would NEVER recommend this company.

Once again Frontier lied to me and provided horrible support.Every time I call them they promise to help me and always screw up my billing and services.
They are poor untrained customer service and technical support. I really feel sorry for anyone working for the Godforsaken company. A year ago I complained about a 200% increase in my monthly billing, and after a month of FCC, media and Corporate complaints I finally got it somewhat resolved. I locked into a 2-year contract to keep the price the same monthly.
Well this month 11 months into my 2-year contract they decided to increase my bill $25 a month without notice, and next month addition $25 a month increase. Very nice of them. Low and behold, after numerous calls and complaints I found out that was a $50 customer loyalty discount for the 1st year only, which they didn't tell me about. What about being locked into a 2-year contract with the same price??
Once again they lied. Well, here we go again, complaints up the ladder to the Corporate, Media, FCC.
I'm in for a month fight with the contract again.Unfortunately I'd love to leave Frontier, but I don't have any reasonable cable service in my area, and NOT going to go with satellite service, so I'm pretty much stuck with them.

I have been with Verizon for a long time, and, then they sold it to Frontier. Bad move. Rates jumped, charged me for a tech fee $85, outdated equipment and made me wait almost 3 Days to fix the antiquated crap I had, all without TV, land line and internet for that time. I had to call to get “some” credit for my wasted time. My tech said they never sent me a DVR but a regular cable box and my router wasn’t even from this country and had never seen it before! Pathetic!
I pay on time and every time! Disgusted !
I will say my tech was wonderful and the poor people who have to answer these types of calls, I feel for you.
Please treat people fairly and you won’t have these types of reviews.

Frontier took over for Verizon a couple of years ago. It was ok for awhile although our internet kept hitting slow spots for a couple of days at a time.
Then a month ago our internet and telephone went out. They sent out a tech quickly who said that the problem was at the main office and he was kicking it up to them. Next I spend two weeks contacting them to schedule an apponment. For (7) days they say soemone will be out the next day. No time frame just sometime the next day. So I stay home and wait, no show, no call and I am still out of service. So each night I would go back on line and tell them no one showed up. They would tell me they will be there tomorrow but the next day no show again as I wait all day staying homw for the day.
Finaly after 5wo weeks of being put of service suddenly I am back in business. No one ever came to the house. When I contacted them and told them that I was back up and operational and asked why they did not come by the house they just said the repair needed to be done at the office and not at my house. So when I ask why the6 had me staying home for seven working days they just said sorry.
Then two weeks later my phone goes out but my internet is still working. So now for over a week I have had no telephone service. When I contac5 them I am on line with them for 1hour and 45 minutes just to get a service call scheduled. When they do not talk on line for 20 minutes I ask what is going on they replied “oh sorry I was working with another customer”.
The problem for me is that they have a very cavalier attitude. When you politely tell them what you have been going through they respond with we are doing the best they can and appoligize for the inconvienance.
The worst experiance of my life with this kind of interaction with a company. The people I am dealing with just seem frustrated and as though they have just given up. Clearly Frontier has not given them the tools they need to be successful.
So after being on the phone with them agin for 1hour 45 minutes I contacted another provider and am canceling service. My new provider is less expensive and giving me 100 mbps as apposed to the 3 mbps.