Frontier Communications

My promotion ended and I called to cancel but they promise me the same price if I stay. I did. Then the bill for the next month came. Not what I was promised. I called again and was told I had to pay the higher price for the previous month then it will go down to $35/mon not $65. Next month come...nothing change. I had enough. Called to cancel for 10/09. Now, I just got a bill for 11/10-12-09. They CS is terrible. I rather pay more then dealing with Frontier.

My set top box stopped working and they will send another box which will take 3-5 business days. They won't send a technician to fix it and if I get a technician then I will be charged a minimum of $75.00. The internet box doesn't work properly, the remote doesn't work properly so they send a new one that one doesn't work either. I have to be a technician to fix the stuff when it's their product which is faulty or pay to get it fixed. I would like that the customer service issues should be taken seriously.

Worst Cable/Internet provider there can ever be! After my 12 months of good rates expired I call to get a new promotional rate and was given it. Over the next 11 months and counting my bill has yet to be correct. Right now, they say that I owe them $375. I have been quoted 3-4 different rates for my bill, none of which have actually been met.
I also requested home service for them to come fix multiple devices and they cancelled with zero communication to me that they cancelled. They just simply didn't show up; it was when I checked the ticket status I saw that it had been cancelled a week prior to the supposed appointment.

I will give them 1 star because their internet speed was fast and had no problems with the service during our time with them. However, having the services added and cancelling services is where our experience was so negative that it overshadows the positive.
My wife and I moved from California to Texas in September 2016. We only needed internet service and Frontier was the only option for our apartment complex. When we signed up, they charged us more than what was quoted. When we contacted customer support to ask why the change in price, they told us that was our original quote. Told them we got the quote online and even showed them on their own website. The customer service rep said that they don't see anything on their end and that we were being charged the correct price. After the stress of moving, we just didn't want to deal with it and let it go and scheduled our installation appointment. The day of installation they did not come. My wife waited for them and when they didn't show she tried calling customer service. They would not give her any information because they said she wasn't on the account and insinuated that she might be a mistress trying to alter the account. However, when we signed up she was put on as a second account owner so that she can have access to the account when I couldn't. This was very unprofessional on their end and very offensive towards my wife. Who would even say such a thing? I had to call customer service myself and talk with them, but this was such an inconvenience because I was at work and could not deal with this at the time. After being put on hold while they were trying to find out what was going on, it ended up that no one was dispatched for our service and they had us down for the wrong service in the first place. They had added a phone line to our package, but we only wanted internet. There were no apologies to how we were treated and no customer service AT ALL.
After dealing with this whole fiasco, we were so glad to have never come in contact with them again until we had to move once again. Not wanting to speak with a live rep on the phone, we tried chatting online. We broke our contract, but the customer service rep we spoke with said that they were able to waive the cancellation fee. This rep was very helpful and was the one positive experience we had with them. We cancelled our services as of May 2016 and mailed in the router. Looking online, it showed that our account had a negative balance of about $63 because we paid for a month of internet after our services were cancelled. Contacted customer service via chat once again and they said that we will be receiving the refund within 90 days after the disconnection date, which is in August. Instead of being credited to our bank account, it will be sent through a Visa giftcard by mail. This sounded very sketchy so I took screenshots of the chat with the customer service rep. I am writing this in November and still have not received the refund.
At this point, I don't care about the money anymore because this company has been a hassle from the very beginning. Customer service department needs A LOT of work. We would NEVER recommend this company to anyone. DO NOT SIGN UP WITH THEM!

SCAM ALERT!
Don't do business with them.
If you do..., it would be a guaranteed painful experience.
They're the worst of the worst.
Customer service sucks.
They don't abide or fulfill the promotion agreement by overcharging you every billing cycle.
They changed the 2 year promotion agreement to 6 months unilaterally, then overcharged my bill afterwards.
Didn't get the Amazon Visa promotion offer. This is just a teaser to make you sign up.
BEWARE!!!!

AND THE SAGA CONTINUES with FRONTIER COMMUNICATIONS.....
The Frontier social media team is very responsive. However - just cannot seem to resolve the issues at hand. The saga continues. This is the second day in a row I have waited for the technician to arrive and guess what? No show 2x in a row! This has been ongoing now for more days that I can count. The most recent ongoing episode began on Oct 23....still no person has responded Six phone calls just today to see if anyone was coming,..
Politeness on the phone calls - Frontier scores an A+
Actually accomplishing anything, reliability factor -Epic Failure. When it rains, sprinkles or is damp outside- we have no internet. Doesn't take a rocket scientist to figure out there is a problem that requires a real human being to inspect wiring. All I manage to get is waiting,waiting,waiting, waiting, and when I call, "oh they closed the ticket by running a test from the office" - Guess what folks, it's not raining today - how about we check it in person as requested in OCTOBER......
As a side note- these are our current speeds - one cannot even measure upload it is so slow. Oh, and that is why we pay for 6mpbs....

So I called to set up service on a friday got told someone would be out tuesday no one showed called tuesday and got a appt for thursday was not that upset because I understand things happen and then thursday came and still no one showed up called and got told my order was cancelled and he could not tell me why told me they could come out monday and I told him that would not work for me then he told me he reached out and got my install date escalated to today 11/11. went on chat with someone just to make sure the date and everything was still good since I have been cancelled on twice and they told me no one is coming until monday and that the chances of them coming today since I have no phone are very slim, I have no phone or internet until these people choose when they wanna show, and they are the only company in my area at the moment. I am so livid haven't even gotten the services yet and I am already regretting having to pay a deposit to sign up with them.

I moved to a new location and signed up for Frontier Communications DSL service, the device arrived and I discovered my phone jack was not working so I called and they told me to ship the device back (which was an add'l $20) and they would cancel my account and service since I couldn't use it. A month later I received a bill for $323 for my Frontier service "installation". They never had to install anything it was shipped to me and no one came to my house. I called Frontier Comm and they told me it was a mistake and I did not owe anything but I had to wait a month for it to reflect on my bill. Unfortunately this went on for three months. I just got off the phone with them after the customer service rep told me again it was a mistake but she then transferred me to collections where I was told I had to pay my bill or it would affect my credit. So every person I dealt with told me it was there mistake and they would fix it, no one did and I had no choice but to pay them. They were the worst customer service and business I have EVER dealt with. I tried to find a way to contact them in writing but they have no addresses (or email) only their phone number which has no one employed that is actually helpful. So there is no recourse for me to get this issue resolved and to receive a refund for what I paid.

BOYCOTT THIS COMPANY!!! The Frontier technician inappropriately touched my wife, while I was at work. I called to complain to the company on Saturday. They stated they took this "VERY SERIOUSLY" and would give me a call back on the next Tuesday, with a status update. The NEVER called me back. I then called back the next day, for a status update....and waited 30-40 minutes to talk to a manager...then to a director...then got hung up on. They obviously don't care about sexual harassment and/or inappropriateness. Im done with this horrible company. If you have them....choose ANY OTHER COMPANY...even if it's dial-up. DONT SUPPORT A COMPANY THAT SUPPORTS SEXUAL HARASSMENT AND PROTECTS THEIR PREDATORS!!!!!

WATCH OUT!!!!! For Frontier Communication people. I sign up for a 2 year contract for $140 plus a $400 Amazon card Look good Right!!! Now watch what they do after my 12 month I saw a $30 increase in my bill. They told me that my 1 year promotion was over. What 1 year promotion????? Yeah is in your bill. Why the hell would I sign a year promotion when I have a 2 year contract? That does not make sense. So now I increase my bill by $30X 12 Months Equals $360.00. So now I know my amazon card was not FREE!!! Called Frontier they told me Fix the problem. It all in record. They lied and did not fix the problem! Even though The rep. gave me $30 off my bill for 12 month was a LIE! Talk to Supervisor VICKI said sorry can't fix the rep promise to you. Even though she promise that to you! HMMM How is this not Well Fargo all over again???? CALLED BUSINESS BUREAU!!! This is not right what they doing to people.....

I called Frontier customer service in looking for promotion under existing customer since my current promotion is about to be expired. They gave me a new quote for $34.99/mo with 100 mps no contract deal. I was a bit skeptical but accepted it anyway since there is no contract attached. However, as I was expecting, my first bill shows $73.16. I made a couple of call to inquire about the new price and was told that whatever the promotion was there originally was being removed and no one can tell me why. Now, I got stuck with $64.99 instead of $34.99 as promised. I was so *** off and switched to *** instead.

Telephone service is terrible. It goes out on a weekly basis. When calling customer service, I had to wait for twenty minutes; then was told it would be five days before a technician could come to check it out. Unacceptable! I would not recommend Frontier Communications for telephone service.

Horrible response to internet problem. Received run around on what repair steps would be next. Never received any call back from tech support as advised.

We were moving to a new house and our current internet provider was going to almost double, so I shopped around. Frontier gave me a decent bundle so I said "let's do it" We were told that someone over the age of 18 needs to be at the new house between 1-5 pm. We were there but no one showed up. I called on Monday, and was told that our services were hooked up remotely and the tech didn't need to come inside. Ok, thats fine, but where is the modem so I can connect to the internet??? I was told that it was shipped via UPS and I should receive it that day or Tuesday, modem didn't come. I called on Wednesday, then was told that it was never shipped and the tech was supposed to drop it off and they were sorry that it didn't happen. I was assured that the modem was ordered and I will receive it the latest on Friday, well, Friday came and went and no modem. I spent at least 2 hours on the phone on Saturday, was disconnected twice, (I'm very pleasant and did not get angry at any point) each rep that I talked to asked for my number in case we get disconnected that they will call me back, never received a call back from anyone. When I begun asking for the name of the person that I'm talking to, the conversation turned hostile and I was placed on hold for 30 min and then disconnected. It is now 8 days since initial service was turned on, and I'm still nowhere. This just stinks!!!!
Also, they charged $45 for a modem that I have to buy outright and also tagged on a rental fee which I found out only in my last conversation. The bundle was advertised to me as $49.99, but the last rep told me that it will be $56.00 before taxes, this is when I found out that I'm purchasing a modem and renting it at the same time, what???? I never even knew that I had to buy it.
I feel that our relationship will not be long and I will definitely tell all my friends to stay away from Frontier, ones burned, twice shy!

I used Verizon for about 20 years prior to divestment to Frontier. I have had a few problems here and there as should be expected with any technological innovation. Before I changed my approach, I behaved toward the company's agents with a sense of entitlement forgetting that these employees are as human as we the customers. Every time I called customer support, my perception of the service turned out to be negative, and the improvements I anticipated never materialized. I kept at it, each time getting more aggressive and confrontational, and never getting much accomplished. When I decided to switch services, I made a final attempt to resolve the issue with Frontier, after realizing that the competition also had issues with their services based on the negative reviews posted by customers. It became apparent to me that the grass may not be greener on the other side. The best thing that Frontier did was to send a technician to my home. I was very polite and inviting and gave the guy my full attention and respect. He spent some time trying to resolve the issue, and asked if I minded a downgrade in my connectivity speed. I said no, as long as things worked smoothly. He left, but the problem was not resolved. I called back and got a very astute IT guy who isolated the problem to a non-specific local issue. He sent another technician. I hit human gold with this technician, Peter, who went the extra mile explaining to me the esoteric details of multiple unused telephone connections splitting the incoming signals. He eliminated the additional telephone lines and retained a single incoming connection. This made sense since we had just the one landline telephone line. So far, the wide fluctuations that often disrupted my incoming traffic have evaporated. My fingers are crossed, hoping it stays that way. Bottom line is that when you talk with these guys (or gals), recognize their individual humanity and be as polite as you would like them to be with you. Granted there is the random clueless employee who slipped through the cracks and got the job. But the majority of these employees do a terrific job if only you give them the chance by showing that you respect their efforts. A sense of entitlement only goes so far. Keep that for when you visit the unemployment office for your next paycheck on public munificence.

They owe us money and will not pay it. 4 months of trying to get things resolved, they should be out of business!

I have never been so angry over a company as I was with this one. I even cried over the phone to them and the rep had to calm me down! I got quoted 3 different prices, was hung up on, my landline phone went out 2 times, and they cut off my Lifeline service. I had to reapply for that when I went with Spectrum. Frontier charged me 49 bucks for my phone, told me I did not have tv service, and that my bill would be over 177.00 for just 2 tv’s and 2 recording boxes! Before they took over Verizon, my bill was only $110.00 a month because I had a few promotions. One rep. told me my bill would only be $89 a month, I would get a $100 Visa Card, and a tech would come over to set me up with 2 new recorder boxes. NONE OF THAT HAPPENED!! I was hung up on, quoted 3 different prices, and would not give me any promotion deals. There are a few more complaints I have with them, but it would take me till midnight to write it all down. I am on the HOA board where I live with over 200 homes, and I am spreading the word to NOT go with Frontier!! It would be the worst mistake of their lives!! *** paid off my new 2yr. contract like they advertise on tv, and I am happy with them so far. I am warning everyone who reads this review to run away fast from Frontier and don’t look back!!! WORST COMPANY E-V-E-R!!! They don’t even deserve 1 star!!!!

After cancelling my residential account in July 2017, I continued to receive monthly bills. I called customer service every month for 4 months because I was told my business account was still active (I never had a business account). I just got off the phone (after 1 hour 45 minutes) with 4 customer service representatives and was told I will no longer receive any more bills going forward. When I requested to speak to a supervisor, I was told that she would not speak to me because the representative could convey the information directly to me. Terrible company.

This has been the WORST experience ever with a cable company!! Agreed to move to them at an agreed rate for Fios for $124 and just received a bill for $317 and numerous "fees" that I never agreed to. Customer service is horrible and the manager Patrick that I was referred to was completely condescending and useless. He actually told me that I have no recourse and that I was going to be held to the charges! I filed complaints with the FCC and the satiate of Florida for fraud. How do you give a no star!!

On Sept 19th, 2017, I called Frontier to cancel my service at my old location. I was told that the service wouldn't be disconnected until the end of that cycle (not a big deal since it was the 24th of Sept) and that was it.
The following month, I received a bill with new charges on it. Bewildered, I called to inquire why this occurred and to verify that the disconnect did happen. The rep told me that sometimes it can take up to 48 hours for the disconnect order to go through and that's why I got a bill but assured me that next month I would receive a bill with a credit for that amount causing a zero balance.
This month, I got the bill, however, not only did it NOT have the credit but another charge along with a now "past due" charge.
Naturally, I called in again this time being told it can take three billing cycles for the account to cycle out. Seriously! If this is true and the norm, why was I not told up front? Although I find it asinine, I would have handled the news better if I was told at the time of disconnect and certainly did not appreciate being lied to by the second rep. RIDICULOUS!