Frontier Communications

By far - Frontier has the worst customer service I have ever experienced. Closed a business account on 7/28/17 and moved to another internet provider. Overpaid my last bill by $208.89. Received a letter from Frontier stating the credit to me. I called Frontier in August 2017 and stated I wanted the overpayment returned. Was told there is a 3 month waiting period on credits. This is to allow any outstanding charges to clear. If I had a credit how I have a debt. This did not make sense but I wanted until October 2017 and called Frontier again stating I wanted the refund. Was told I had to wait until the end of October 2017. Called Frontier the beginning of November 2017 again to demand the refund and was told by one person a electronic credit card would be issued, however, another person said a check was sent the middle of October. Did not receive either one, so I requested my refund again. Was told to wait 2 - 3 weeks (this would be the 3rd week in November). On November 28, 2017 - still without a refund I called again. This time I was told the original check was mailed in October and must have been lost by the Postal Service. A stop payment on the check and re-issuance would take another 2 - 3 weeks. I asked what happened to the electronic credit card and was told there is no such thing. Each customer service person had an excuse for why we did not receive the refund. Blamed other parties but with no solution to resolve the issue except - wait. Unacceptable habits by a very poor company.

I have spoken with so many representatives and the company sees black or white. For some reason the company cannot connect the dots and I have to explain myself again over and over.... I wish someone can actually help me but I keep getting the run around. They are claiming I opened an account 4 days I closed my account and moved. This was with Verizon and I am able to show the bill but for some reason I have to prove to them Frontier that I closed my account 2 years ago. Horrible customer experience!!

This is the worst company I have ever dealt with over anything. Their processes are completely out of date. My internet is currently down and not only does no one I talk to have a sense of urgency, but nobody has any clue how to help me. A technician came to my place without calling in advance so I wasn't there to meet him (all day appt., didn't even give me a window). He left without fixing anything and didn't leave a call-back number. I had to call the general bank and wait to speak with someone who not only couldn't help me, but he also could not talk to the technician. He was worthless. The entire company is worthless. Still no solution. The only reason I am a customer is they're my only option. It's a monopoly. If I could rate 0 stars, I would.

Frontiers customer service is crap, first of all I've been late one month before and have never had my services disconnected and here they go disconnecting and charging a late fee on top of that. I want to make a payment on there website and it doesn't work so I talk to a chat rep, I make a payment they charge a fee for them processing it and they say it will take them 24hrs to reconnect. Sorry but I have never had problem with Verizon I wish we had them back.

11-02-17
Initial call to set up service. They said the HOUSE still has a bill for $146 so before my install date of 11-09-17 is secured, I would need to prove it wasn't us by sending them proof that we lived somewhere else when the charges occured. There is the first sign, I should have known right then this was going to be like pulling teeth. How am I on the hook for the last tenant? They just took my name, SS number, cell phone number, so obviously they took that from the last guy and sent him to collections. They are trying to extort me right off the bat for $146 as they have a monopoly over my location thanks to an agreement with other providers not to compete for the same streets. Anyway, I send in the documentation within two hours, but don't see the confirmation email they said I should get, no response from the THIRD PARTY ID verification company (that's right, they contract out everything which you will see causes more problems). I give it a few days hoping for the best.
11-05-17
After a few days I give them a call. They say no install date is on the account, but the documents were accepted. She says the next available date is 11-16-17. I complain but agree as what else can I do. I ask for a confirmation email but the Rep says "just write it down". :(
11-13-17
Still no confirmation email so I give them another call. Still no install date on file. Rep says it turns out that they did NOT accept my documents and after talking to 3 more Reps they say to resend the same document again, that it was not accepted because parts were cropped out (they weren't). I add my wifes name to the account so she can talk as I had to work. After giving her the runaround they set the date as 11-22-17. At lunch, I call them back and a manager comes on very apologetic and reveals to me that the $146 charges were from OVER A YEAR AGO, and that she didn't understand why it flagged me in the first place, but she says "you know, some people have their uncle sign up when they can't afford pay," trying to explain the policy.
11-22-17
My wife waits around all day and the service tech never shows up for install. She calls, they say it is rescheduled for today 11-25-17.
11-25-17
I call in the morning trying to get on top of things. After 45 minutes on the phone jumping through hoops, the final person I was transferred to just hangs up on me. I've given them my cell phone # 532,000 times, about 3 times today, yet I get no call back after they hang up on me. 3pm rolls around so I decide to call again "where is the tech" - first the Rep says that there is no install date, then he says "oh wait, he already came out said there needed more work done, and set it to be rescheduled." FML. Then he says "I would try calling back tomorrow to reschedule a date" - for what effing purpose?!?!
I have asked a million times to let me talk to the tech. Nope. Can I talk to someone higher up? Nope. Can you guys see why the third party company YOU HIRED retroactively didn't accept my documents after your Rep said they did? Nope. THESE PEOPLE HAVE NO ANSWERS!
Worst company of the 21st century. If only I had any other choice. This company uses it's criminal policies and monopoly status to extort and abuse its "customers". Customers is in quotations because people really have no choice.

This is the worst company I have ever dealt with ! Had 4 different techs at my house to fix internet and 4th one said to me I will be honest with you we are selling you service that we cant provide in this area . then next day dropped their service and months later still getting billed and talked to many billing people and still cant get it fixed !! UNREAL

On 11/14/17 The Tech support with Frontier used screen share to gain access to my working computer. They with in minutes had put my computer into safe mode, changed the configuration files and were unable to get it out of safe mode. I had to take newer PC to a professional costing me $75. to fix. When I called to speak to someone twice they disconnected me. I wasn't rude or gave them any reason to hang up but they did. Never again will I trust their technicians.

I have had frontier home internet for 2 years now. It is the only option other then satellite internet. It is the most unreliable service I have ever encountered. I need to reset my router at least once per week, and I need to call tech support at least twice a month. They set appointments to service your home, and I have yet to see them actually keep that appointment. They will miss the 5 hour appointment window, not show up at all that day and with no phone call as to why, then they will pick a day and randomly show up without informing you. It has been 5 days sense a service tech was at my house to check on my slow internet connection. He made some changes and I went from slow internet to NO internet. He knew I had no internet when he left my home, stating he didn't know why and that someone would be back the next day. No surprise, no one showed up. If I had not called later that evening they would not have even know I did not have internet. The soonest I could set an appointment is 7 days after a service tech left my house knowing I have no internet.

This is the worst company I have ever dealt with in my 73 years on this earth. We became customers of Frontier when they took over Verizon. My wife has spent hours, no days, on the phone trying to resolve billing issues they admit are their problem. They admit they need to credit us money for their mistakes in billing. Every time she calls they say they have resolved the problem and everything is fine. Next bill comes and it is still incorrect. She has sent written correspondence as well and still no corrected action. They have cut off our phone and cable service twice without telling us they are going to do so. They say they did it because the bill was not paid. She explains in verbal and written communication that they need to credit us rather than we owe them money.My wife conducts a business out of our home and she needs the land line phone working. We call; they say they are sorry they will fix it; we wait; nothing gets done. Customer service personnel say they will resolve the issue and call us back to make sue everything is fine. No one ever calls back. Phone appointments are set up with my wife to follow up and make sure the problem is resolved. Those appointments are never kept by Frontier. We get transferred to supervisors and managers who say they will fix the issue. Nothing gets done. It is like whenever they hang up the phone with my wife, they feel I don't have to deal with that problem. Someone else will get her next call.
This company does not deserve to be in business with this attitude and lack of customer service. The should have their communication license revoked.

I have had 3 separate appointments to have installation with this company. They did not show up, they did not call, and they moved appointments without notice. I was a customer in Connecticut for years, and now this is what I get in Illinois. Your customer service is atrocious.I am not here to work on your schedule.

Frontier communications is the WORST company I have ever encountered. They simply do not care about customer satisfaction. I have spent countless hours on the phone trying to resolve incorrect billing issues. At first I thought it was ignorance due to improper training but at this point I actually believe that they are encouraged to lie to customers and pass the buck so that issues are never resolved. If you value honesty, transparency and reliability in a company with whom you do business, do not go anywhere near this company.

I set up internet and TV service for my dad. They tell me its going to be $105 a month. I ask about all the hidden fees and taxes. They tell me about $15 more for taxes, that's it. He said installation was free because we got multiple products. The bill comes, and they have charged us $9.99 for the free installation, $106 instead of $105 a month, and a $6.99/month fee for sports. Plus the $15 for taxes they told us about. When I called to get this fixed, the guy just put me on endless hold. When I asked for a supervisor he said it would be 45 minutes after I had waited 10 minutes already. When I asked to have the supervisor call me back he said he won't do that. I finally hung up because I had other stuff to do.

Absolutely the WORST SERVICE in the telecommunications industry. They don't care about their customers, and their competency in assisting customers with issues is questionable at best. Rating a one star for Frontier Communications is a rating to high! Very dissatisfied with them!

I moved out of Florida in April 2016. I called to disconnect and another time to verify that this has occurred. My lease then expired in September 2016. For some reason, my services were not disconnected and I was continued to be billed until January 2017.
I called recently after discovering I owe them money. To get this taken off my credit report, they tell me I have to call their collection agency. I have been given 3 different collection agencies who do not have any record of me. The collections agencies tell me to call Frontier.

My husband and I have had a very short & ridiculously stressful experience with Frontier. In a matter of a week, we have had two different install dates, have received at least two different confirmation numbers and on the second install date of 11/17/2017 between 3-5 pm. We received no call an hour prior to technician arriving, so my husband called around 5 pm to check the status of the installation and was told that our appointment is not until December 2nd. She then did further investigation and found that our appointment was for today but the technician is not in route for us. She apologized and stated that she can offer us a $30.00 credit and will try & see if a technician can be sent out sooner than the 2nd of December.
Not to mention, my husbands credit was ran twice in the process of attempting to get the account established and for someone to be able to find a confirmation that they issued!!
Even after lots of Valuable time was spent on the phone in hopes that Frontier could actually uphold their end of the deal at the very beginning of the process...yet here it is Friday night & we still have no Internet!!!!
This is THE WORST business I have ever dealt with. Thank God nothing was installed because there is no way in hell we would continue to do business with them!!

I asked Frontier to disconnect service to my former home, sold to a new owner on 10/31/17. What follows is that attempt.
Sometimes it's just easier to share what happened. Unbelievable Frontier... unbelievable.
=====Support Chat log from 11/17/17=====
When you chat with us, you grant us permission to review your services during the chat to offer you the best value. Your current services will not be affected if you refuse permission by not proceeding with chat. Frontier has the duty to protect your information. This is your right under Federal law. For quality and security purposes, your session is recorded and may be monitored or reviewed.
?2?:?35?:? ?PM Me
Disconnect all my Frontier services from [address]. I sold the home on 10/31/2017 and no longer reside there.
***?2?:?35?:? ?PM
Thank you for chatting Frontier, XXXXX. My name is *** and I'll be assisting you about your concern today.
***?2?:?35?:? ?PM
Hi! I hope you are doing well on this wonderful day.
?2?:?36?:? ?PM Me
Hi ***, I was dropped from a previous chat. I don't want to repeat myself but to be clear I am not paying any further fees on this account. The property was sold on 10/31/2017 to a new owner.
?2?:?37?:? ?PM Me
I found out the service had not been disconnected for some reason when I was billed for November services.
***?2?:?37?:? ?PM
Oh, I can feel you Timothy! For this past few days I have been experienced that and planning to discontinue my service as well but I am thinking the hassle for another installation process.
***?2?:?38?:? ?PM
May I have the new address to check the service availability please?
?2?:?38?:? ?PM Me
No new address yet- temporary housing with my new company/they provide internet.
?2?:?38?:? ?PM Me
Just a basic account close for now.
?2?:?38?:? ?PM Me
services disconnect/etc.
***?2?:?38?:? ?PM
Oh, I see.
***?2?:?39?:? ?PM
I really don't want to lose you as our customer.
***?2?:?39?:? ?PM
I understand and respect your decision though.
***?2?:?39?:? ?PM
I will pull up the account to further assist you today.
?2?:?39?:? ?PM Me
I appreciate that, please skip to the end of the script and confirm disconnect of services.
***?2?:?39?:? ?PM
May I confirm is the Frontier Billing Phone number we'll be looking at together?
?2?:?39?:? ?PM Me
Yep. I'm late for a meeting, just need confirmation that the disconnect order/# is done.
?2?:?41?:? ?PM Me
I'm sure the new owner will be contacting Frontier to establish service if they haven't already.
***?2?:?41?:? ?PM
Thanks for confirming.
***?2?:?41?:? ?PM
Thank you for answering the pre-chat survey. Your account is now authenticated.
***?2?:?41?:? ?PM
What is your preferred email address and cell phone number to reach you about the updates of Frontier services in the future?
?2?:?42?:? ?PM Me
Already on my account- the cell and my email address there are fine.
?2?:?42?:? ?PM Me
-only for services I have subscribed to, of course.
?2?:?42?:? ?PM Me
no marketing campaigns please.
***?2?:?42?:? ?PM
Okay, I understand.
?
***?2?:?43?:? ?PM
Please on the chat as I process the order.
?2?:?43?:? ?PM Me
standing by.
***?2?:?43?:? ?PM
Thanks.
***?2?:?45?:? ?PM
It shows here that there will be one time charge for broadband fee which is $9.99.
?2?:?46?:? ?PM Me
Yeah, uh- no.
?2?:?46?:? ?PM Me
I was a $100/month customer with Frontier for years, I'm not paying a disconnect fee when my account is current and in good standing.
***?2?:?46?:? ?PM
I completely understand your point.
***?2?:?47?:? ?PM
The broadband disconnection fee is a charge for disconnecting the service(s).
?2?:?48?:? ?PM Me
No.
***?2?:?49?:? ?PM
As much as I loved to waive the broadband fee however, the system won't allow me to do that.
?2?:?49?:? ?PM Me
I'm sorry you lack access- I don't see how that's my problem.
***?2?:?49?:? ?PM
I understand your point, .
?2?:?50?:? ?PM Me
I don't think you do...
?2?:?51?:? ?PM Me
I'm informing you that I am no longer a Frontier customer. I appreciate the service provided to my former residence, but I don't live there anymore, and will not be paying Frontier for services I have advised Frontier I no longer require.
?
?2?:?51?:? ?PM Me
Should Frontier choose to continue providing service to my former address, they are free to do so, but that will be considered a gift to the new owners and I am not responsible for it.
***?2?:?51?:? ?PM
I see tha one.
?2?:?52?:? ?PM Me
Is that clear?
***?2?:?52?:? ?PM
I'm a subscriber like you as well and I understand your point.
?2?:?53?:? ?PM Me
Actually, I'm no longer a subscriber, and that's the point.
***?2?:?53?:? ?PM
If that's the case, I recommend to advised the new owner to submit some documents that authorize him/her as the new owner of the house.
?2?:?53?:? ?PM Me
You are free to do so.
?2?:?54?:? ?PM Me
I am not your monkey.
***?2?:?55?:? ?PM
Broadband disconnection charge is one time charge for disconnecting the service(s).
***?2?:?56?:? ?PM
And the Broadband disconnection charge is valid charge.
?2?:?56?:? ?PM Me
no, it's not. I paid for set up, I paid $100 month for the duration, and I'm done with this service. Disconnect it, leave it connected, whatever- I'm not paying for the subscription or services beyond my last payment.
***?2?:?54?:? ?PM
I really want to process the order however, it won't allow me to process without the Broadband disconnection charge.
2?:?55?:? ?PM Me
Sounds like you need a supervisor on the line- happy to wait while you sort that out.
***?2?:?56?:? ?PM
Yes, I can set up a call back with one of our supervisor however, we have the same access with our Supervisor.
2?:?56?:? ?PM Me
then clearly you need someone with access- have that person call me
***?2?:?56?:? ?PM
May I have the cell # please so that one of our Supervisor can reach you regarding with your concern.
?2?:?57?:? ?PM Me
..
***?2?:?57?:? ?PM
THanks.
?2?:?57?:? ?PM Me
I need the number you're calling from so I can allow it in my spam blocker
***?2?:?58?:? ?PM
I will just provide the exact time of call.
?2?:?59?:? ?PM Me
without the number, I'll only know exactly what time call-blocker will ignore the call... area code and exchange is enough
***?3?:?00?:? ?PM
Frontier will contact you at on the date and time listed below.
***?3?:?00?:? ?PM
Please have your account number, name on the account and address ready.
***?3?:?00?:? ?PM
Nov 17, 2017 05:30PM (EST)
***?3?:?00?:? ?PM
Thank you for contacting Frontier Communication and Have a nice day .
This chat has ended. Thanks for contacting Frontier.
Close
In the end I disabled the call block on my phone, and no, they never bothered to call.

Bought my WiFi router from Frontier for 4monthly payment of $66.66 a total of $266.64 last 10/16. But when I called them to purchase my router Frontier agreed price was $180 plus tax and fees. I was over billed for extra month. So I disconnected my service 3/17 and return/reconnect my service again 7/17. Now I'm using my old quantum WiFi router that I bought from them, But every month Frontier charge me for extra $10 for a rental. Called them few times but no luck to reimburse the extra rental fee for my own router. Frontier told me that they gave me a new router when I reconnected my service on 7/17 but prior to my service I told Frontier that I want to use my old WiFi frontier router so that I wont pay for a rental fee for their router and frontier said its ok to use it. And now frontier told me that my router now is not the same or not supported with my current speed 150/150 but it was as of today 11/17. Now the issue was my serial number never updated on my account on my old router. Serial number on my old router was never put on my old account until today and I need to prove to them that my router was the same router that I'm using now. They ask for receipt and I showed them my old bills to showed that I paid my router. But frontier wants me to produce or gave them my receipt? My receipt is in my bill statement come on frontier. So please if you plan to purchase your router from frontier make sure that your serial number of your router showing on your account are the same. I'm expecting them to call me next few days from frontier. So they can investigate? Frontier looked at my old bill I already paid the router duh. What a bs for me to spend 150 mins on my phone telling frontier to stop charging me extra $10 rental fee. I'm sorry for my English, I never took time to complain but if they don't resolve this next week I'm going to file a complain and cancel my service. Period

Closed my account and was told it takes 90 days to get a refund. Called after 100 days and was told it takes 14-21 days after refund issued to receive. 106 days later and still waiting.

I have been a Frontier customer for over 30 years and live in an area with limited options. I recently had a problem with internet connectivity. I called and was helped by a very polite representative. As I was not at the premise with the problem, I was advised to call back when I had access to the modem and they would troubleshoot with me. I did this and they had all of the details of the previous calls recorded and the new rep had me do several things as he tried to determine the issue. He advised that he was unable to resolve the issue and scheduled an appointment for 5 days later for a technician to come out. On the day pf the appointment I received a call at 8:30 AM and was advised that the crew was in the area and they would be investigating the issue. I passed the Frontier truck at the local node on my way to work. They showed up at the house a short time later and determined that the modem needed to be replaced, which they did. Problem fixed and all commitments kept, I was happy with the service and the reps and crew were really awesome and helpful.

For some time I had *** CATV, before was called ***. I like the local channel Bay News 9 and for only that I keep it for long time. After getting tired with the bad service, in and out issues, slow speed on peak times and after a heavy rain the service goes out, I decided to sacrifice the channel 9 and switch to Frontier Fios.
They came one day after the original appointment date, but they compensate me with a free installation. The billing was kind wrong at the beginning, I had to call them and they take care that right away, never have problems after that. The service thru the Fiber Optic are really good, I pay for 150MB Download and 150MB Upload. By the first week I did a speed test and I was getting 116MB/132MB, I did contacted the tech support and they help me to tweak my computer and now I'm getting 159MB/152MB. Something have to do with the adjusting the way the computer talks.
So far I have it for one year and I cannot complain about the service. The billing always the same, regardless they gave me offers, with all my life experience with many companies, once my billing are OK, I don't like to touch it.
During the Maria Storm, I lost power for a week and all my CATV neighbors lost the service, something have to do with the power outside that not feed the CATV equipment. I had a power generator at home and always had my Fios service. I'm glad to be able to keep track and updates about the storm.
At the end, all the companies have their issues, but I want to get what I'm paying for and when I needed the most and so far Frontier Fios does it. I don't give 5 stars because the billing issue, but 4 Stars well deserved it. Looks like you have to work a little at the beginning, but after that you will be happy with the service.
Thumbs Up!