Frontier Communications

They have a special message, stating that they are offering support during this difficult time. A lot of us are working from home during this difficult time & being without home Internet, and therefore unable to do so, until a tech can replace our 3rd router in less than 8 months, in not one, not two, but over THREE DAYS from now in a complete contraindication to their "support statement". Unacceptable response.

It's a SCAM. When signing up they said there is no contract. After 9 months of usage, when I am moving out they added a penalty of $69.85. Long discussion with Customer Service when I asked the proof for signing the contract, they created a dispute. Within 3 months, I received the collection notice during the COVID situation. Don't sign with Frontier.

FRONTIER CHARGING ADDITIONAL CHARGES AND PROMISING TO CORRECT IT AND CREDIT MY ACCOUNT JUST TO GET ME OFF THE PHONE THEY DONT COMPLY THEY LIE OVER AND OVER AGAIN

Flash flood took out my internet line under my bridge coming back the lane 05/22/20 contacted company next day to fix the line.They told me it would be a week before they could fix it on may 28 . So I waited had a friend stay at the house on may 28 all day because I am a Columbus FF and was on duty for 24 hrs . Got home next morning line was not fixed and friend states nobody ever came to house all day . So I called morning of 05/29/20 and was informed that the tech couldn't fix it off site and couldn't get another tech there till 06/08/20 Which that would be 3 weeks without internet . I tried to spice it myself and got internet off and on according to weather outside .Didn't have proper tools to splice wire . Easy to get too no digging it on the bridge arms reach from the bank . Called to try to make them understand easy fix and I needed internet . Right now using hot spot on phone for short times Tried being nice but got me nowhere They just didn't care already waited 8 days Thanks

When I first contacted this company I wanted their 1 gb speed internet, they told me there will be a charge for install plus a monthly charge, which I was ok with. The installer came and completed his work, He told me everything was working ok. but later on when I completed setting up my computer, I discovered I was not getting the 1gb speed I had asked for. I started by calling see if they could help over the phone, after an hour or so they could not fix it, So I called again and by the third call I was told another technician will come by and help me out with this issue. the day came, the technician never showed up, He did called me and over the phone tried to help, He ended up calling his own troubleshooting phone number and then called me back and told me that I did not have an account and that's why my service was not working. So I called Frontier one more time then they told me they could not help either, and to make another appointment with another technician. I decided to cancel account, the Rep said that it was done and that nothing else was needed. That was back in March when I started this mess.
Now on May 27 2020, I received the first letter from Frontier asking me to pay for 160.85 dollars when I called about this all the Rep kept saying was that there is no pro rating of charges any longer so I had to pay it. I told her that their service never worked since day one, and when I called the first time which was the day of install, and after a week of troubleshooting nothing was fixed so I decided to cancel, She then said that since I had service for that one week this is what I owed. non other explanation was given.

Frontier Communication Service
We were without phone and internet service from May 6 to May 20! Then our internet service was cut off from May 26 -27.
On May 6th our communication system (Phone and Internet) went bad. Contacted Frontier, our provider, who then went through what I call standard procedures to make sure it was not in the home. After that, we were informed a tech would contact us in a couple of days. Had to call back when no response came. After a time on the phone they had to send someone to check the line, this required another 2 days before someone could find the problem. What they found was the line was cut by another finder. A contracting company had to come out inspect the damage, who then called another contractor to fix the line, 2 more days went by, another tech came out to hook up my line. It took until May 20th to have the line up and running. On May 24th the internet service was cut due to an UNKNOWN provider to request a switch. We did not make the request, but someone else did. When I asked Frontier who that was. They didn't know who requested it, but Frontier stated that this was a common happening. It was at this time the customer support person told us our bill was overdue...we pay online and when the transfer was to be made our internet was down so payment was not sent. We immediately had to pay charges by credit card to bring the statement current which we did, it cost an additional $10.00. After daily calls to Frontier, we were put off as to when the service was to be repaired. Many, many hours (approximately 20+ hours) were spent on the phone to Frontier agents from various international locations, continually being transferred to no avail. As of now per a foreign-speaking agent Abagail, we were only credited $22.09 for all our frustration and anxiety. This is not satisfactory to us. We've been customers since Frontier took over the service in this area.

I’ve had nothing but bad customer service with frontier. Starting from the beginning of signing up with frontier. I originally asked if the equipment could be sent to my home due to the fact that I had already had frontier in my home from a renter and that I could handle switching out the existing box. I was told that a technician had to bring the equipment to my home and they had to install it in my home. When the technician came to my home a few days later all he did was put the box at my doorstep and let me know I could install it he didn’t need to enter my home. I called frontier customer service to ask about the installation fee due to the fact that he did not in fact enter my home but just left it at the doorstep for me to install. The customer service agent originally was very nice and said she had given me a credit and my bill would be $55. Until my next bill came in it did not reflect that so I called again and talk to customer service and they said that it would not be taken off even though originally promised by the first agent. At that time I asked to speak with a manager and was told that I could not speak with a manager and somebody would call me back. At least week had past and I had not received any calls from frontier so I called back again and asked to talk to retention and the agent that I spoke to was completely rude and unprofessional and did not wanna hear anything I had to say and kept trying to disconnect the call. I called again to make a complaint about that agent and to escalate my complaint and that agent was very helpful and said he had escalated it and I should be getting a call back within two days about the dispute and complaint. It has now been over two weeks and I have not received, since the first day of starting service, one call from frontier communications. In fact I called today for the last time and spoke with an agent and was to be transferred to retention and was disconnected from the call. I’m an extremely disappointed and disgusted with the service I have received since starting services with frontier.

Due to the COVID-19 and out of work I ask the Company to remove my landline phone service from the bundled DSL and Phone service to lower my billing from $108.00 to $55.56 for the DSL only. They did that. I thought the phone service would be dropped any day now and was being pro-rated. I was waiting for the service to be disconnected. I still used the phone thinking it was not disconnected yet and my grand children used it too. Meanwhile I was being charged up to $.22 cents a min. therefore charging me $290.98 for phone and internet service. I've tried to resolve this and I've called them a number of times. The whole reason I disconnected my landline was because I'm not working and don't have the extra money. I've been a faithfull customer for years as the record shows. I just want this to be back to normal with just DSL service paying $55.56 a month. PLEASE CORRECT this Miscommunication. My Account Number ***- 5 Pin#

Frontier is failing to provide the internet service we are paying for. We are paying for speeds of up to 24 mps. According to their technicians that means we should be getting between 18 and 24 mps. We consistently have lower than 14 (if it works at all); we can show a history of speed tests. We have had service technicians out to our house every other week for at least the last 6 months. We have yet to have our bill reflect the poor service. Most importantly, we are not the only ones in our area having trouble. Customer Service as well as the technicians say that Frontier has the capability to make the lines better, but refuse to do so. A customer service worker on the phone told my husband they wish we "would cancel so they can stop dealing with this headache." I am a Department of Defense employee and am teleworking and have to have internet. I understand there may be slow downs, but out internet consistently goes out (at least 5 times per day). Have to reset out (new) modem then call Frontier if that doesn't work. Each call has been no less than an hour each time. We do not have a wide variety of options in our area for internet providers and Frontier is aware of this and exploiting it. I was told today their focus is on "gaining new customers" so they will not be working to replace existing line. We just want the service they claim to offer and that we have been paying for. Its just that simple.

They have an line that runs from the pole outside to the back of the house. I nolonger have their service but am stuck with the line outside.I called them and was told its my line, I can have anybody take it down.My current carrier, ***, says its frontiers property and theyre not allowed to remove it. So, im stuck with an old telephone line thats hanging low over the street and needs gone.It is connected to the back of my house,runs across my back yard and to a electric pole.

I have been deceived by this company. I asked them for internet connection as I was with *** and I still. They offered me internet after one month. It was Monday 04/06/2020 @2pm and I found it very bad and I couldn't work 2 devices together. So I called them at 4pm the same day and I asked for upgrade or cancel. They apologized that they haven't had upgrade in my area code 91766 and they canceled the internet after 2 hours and they told me any charges will be dropped as I haven't used their internet and gave me a cancelation number *** on Monday 04/06/2020. On 05/27/2020 I received a bill of almost $100 from them. I tried to convince them that they committed a mistake but they insisted that I must pay. Its kind of twisting arm and fraud.

I want to give this company an F on all counts. We have been customers for several years now. We have no other choices since we live in the country. We are without internet for intervals of weeks at a time. When we call they come, It might be a week or two before they get here to TRY and fix the problem. Today was the straw that broke the camel's back. We called last week, set an appointment for today to fix it. They said they would be here before noon. When they didn't show up we called and they had the audacity to tell us we never has an appointment. They changed their tune when we complained. Honestly, it was raining and I don't think they felt like it. Neither here or there. After a half an hour of talking they said they could come later today, maybe tomorrow or the day after that....they weren't sure. So unprofessional, let alone any concern. DO NOT USE FRONTIER IF YOU HAVE SOMEONE ELSE YOU CAN USE FOR YOUR INTERNET!!!! Just to let you know, we get the internet intermittently. This has been going on for yrs now. We cant get any other kind of service here so we are stuck and frankly they dont care. We had one technician a couple of yes back and he told us that the rodents eat the wires in the boxes and Frontier wont spend the money to fix that problem. We are stuck. If you have a choice.....DO NOT USE FRONTIER!!!!

Transferred service to new home and have have very inconsistent service and lots of days with no service at all , hardware from Frontier had to be switched out 2-3 times and technicians didn’t have idea why the hardware kept failing , I do not think it’s fair that I be charged for those 6-8 weeks of very bad service

I have paid for internet service to my new home since early March 2020. I called in late February to have the internet line installed. It was installed on March 9th. The internet line to my house was to be buried that same week. It was not. It still has not been buried. The internet line is run across a busy road. It has broken multiple times because people drive over it constantly. I have called customer service multiple times since March to have someone come out and bury the line. A service tech has come out multiple times. Each time they tell me they can not bury the line, the engineers must do this. They tell me engineering will call me to do this. They never do, nor have they ever come out to take care of this. It is now almost June and no end in sight.

On 04/16/19 I mistakenly paid $126.11 to Frontier after my service was disconnected and my account was paid and closed. I clicked on the wrong vendor in my banking account to pay bills and sent Frontier the payment in error. I did not catch the mistake right away only after my electric bill payment was late did I see my mistake

I moved on 5/23/2020 to an community that only provides *** cable and was unable to transfer my Frontier communication services. My new residences provides cable & internet with the cost for rent and residents are not allowed to select another provider. I called Frontier explain the situation on 5/27/2020. The rep set up the disconnection and told me that I am required to pay for services thru 6/18/2020 even though we moved as of 5/23. This rep failed to tell me there's a 9.99 fee to disconnect services. When I received an email indicating a fee to disconnect I called back explained the situation to another rep who basically told me that its not his problem. I demanded a supervisor and after the 7th request he finally got a supervisor Deanna whom claims to be the floor supervisor. Deanna was very rude during the conversation. She said that it was my fault that I had to move and I am required to pay for services that I am not using and a disconnect fee. I told her I was never notified about the fees. I have no problem paying for services that were utilized but nothing more. Deanna had a very nasty and rude tone. She was unprofessional and I am very disappointed on being treated like trash.

there was a 3rd party hardware device that was purchased through Frontier that was returned and supposed to have a credit of $150.00 applied to my current account. Acknowledgment of Frontier receiving the package was confirmed however no credit was applied to my account. I continue to pay the standard monthly billable amount, however trying to reach out to Frontier to resolve however there is either no answer or you continue to get transferred to another rep that cant assist with the problem. The account is now in collections. this issues continues and been in process for 2 months, the original account manager handling the issue has not returned any emails and direct extension is disconnected.

I am 80-years old and work full-time to make a living. Frontier Communications cutoff my Internet access with no notice. I thought I was simply having Internet problems, and I did not realize it had been cutoff until my daughter came down to try to find the problem and ended up calling Frontier for me on 18 April 2020. She was on the phone for hours. They told her my Internet had been cutoff because I had not gone online and agreed to their new terms of service. During a mandatory stay at home order for Dallas county and a pandemic they cutoff my Internet access making it difficult to access critical services from home. They said there was no way for me to get my Internet turned back on except to go online and agree to the new terms of service; the fact that I had no Internet access without their service was not their problem. My daughter was told I would need to go find an Internet Café or go somewhere that had Internet access to complete the terms of service. This is during a Dallas County mandatory stay at home order where all non-essential businesses were closed due to the pandemic.

After a lengthy phone call Frontier stated there was nothing that could be done about restoring my Internet access or issuing a refund for services paid for, Internet Access, that was not actually available, until I went online and agreed to the new terms of service. Frontier representatives stated that was the ONLY way it could be done. That is unreasonable they cutoff my Internet with no notice and cannot mail the information or even explain what the new terms are, and are still billing me every month for Internet access I do not have.

I entered into a 2-year agreement when a Frontier representative came to my door soliciting business for Frontier in 2018, which my agreement lasts until around July 2020. I was unaware of any new requirement in 2020 to go online and agree to anything, and if I didn't agree that my Internet would be cutoff; however, Frontier is still billing me every month, and I have not missed a payment even though I do not have Internet access.

Additionally, Frontier has had my mailing address incorrect since I started business with them. I have called them multiple times to correct my address and it was never corrected. My postman knew me so the statements ended up in my box, but once she retired my statements are constantly late or do not arrive. So I have incurred additional costs having to pay by phone since Frontier will not fix my address. I have recently sent in a written request to my local Frontier office to correct my address, rather than calling them yet again.

Our business received an email on 5/24/2020 from Frontier Communications for a bill in the amount of $514.59, due June 15th. We did NOT receive an invoice or any notifications since our last statement of 3/22/2020 in the amount of 213.36 that was paid on 4/27/2020. I phoned Frontier and spoke with Jordan today regarding the bill. He said that it was for two statements that weren't paid. I explained to him due to the COVID-19 virus, our office has been closed. Mail was checked on a regular basis, and that we have not received any statements since 3/22/2020. I also explained to him that I am the only office staff and that I am over 60 and at high risk due to having cancer within the past year, and advised by my doctor STAY HOME AND NOT GO TO WORK. I also explained to Jordan that our office (being non-essential) has been Closed since 04/01/2020 and how could we be paid for charges that were not used. He said, since I failed to notify Frontier that our business was closed, there is nothing he could do and I am responsible for the bill. He also said that he was unable to provide a phone number or email to the Office of the President so that I may presude this matter further.

This company is selling internet bandwidth they are incapable of providing. I'm only receiving service a maximum of 12 hours a day (usually only 9 or 10), despite paying full price for 24/7 service. They are guilty of Fraud on account of selling what they do not have, and Breach of Contract, on account of them failing to uphold their end of a clear cut contract. It took them 3 months to provide a clear answer to the problem, which is "congestion" of the service. This issue has been happening since Jan or Feb, long before the Covid crisis was an issue.