Frontier Communications

Where do I begin? First, I have been trying to get internet service with them for almost a month. I have had to contact them several times and not only does it take 15-20 just to locate my account/order, me and the representative can barely understand one another. I was told a couple weeks back my internet service appointment was Sept 26 btw 1-5p. As the time neared 3pm, I figured I'd call to confirm and get and ETA. Again, 15-20 min later my account/order was located and I was being told I did NOT have anything scheduled for the day due to a form having to be sent to release the old tenant form service before I could get service (Not sure how this is even an issue in 2017). I informed the young lady and two others during this call that the form had been sent weeks ago by the leasing manager. I then talked to a very nice gentleman after I told them I just wanted to cancel everything. After confirming my address and apartment number, he stated the building number on the order was incorrect. So all this transfer form and communication had been a complete waste of my time. He spoke back and forth with the dispatch office and finally came back to me and said there was NO WAY you guys could get to me on that day. He would schedule me for the 4th of October and escalate in case of a cancellation. As I let him know I was not happy with the outcome, he stated several time that there was just NO WAY anyone could come out that day. Fast forward an hour and a half later..... I look at my phone and I have a missed call and a voicemail from a guy stating he was in the area and was going to stop by to connect me. THIS after drilling in my head there is NO WAY anyone can come out today. So I miss the connection with this guy. I call the next day and again, 15-20 later I'm told I'll be escalated into rotation but my schedule time is Oct 6. Now magically I've gone from Oct 4th to Oct 6th. And today, after another call, I was told the 7th. I'm not sure if this is how you treat all of your customers but this by far has been the worst customer service experience I have EVER had and that's putting it mildly. I don't know what I have to do, if I will EVER have service, or if I just have to vent and complain to any and every social media connection there is. Its very frustrating that I have to speak with with dang near every employee of the company and STILL have no service.

I did not receive the service that I signed up for, which was 60mbps "fiber" internet. I want to cancel the service, but I cannot cancel it online, by mail or at the location. I have to "call them". However, the department does not answer - I have been on hold for 30+ minutes multiple times now, and the customer service actually said they are closed during normal business hours. So, they can get my part of the contract (money) but I can't get their part of the contract (service)?
If you are reading this because you are wondering whether to go with Frontier, I beg you: do not sign up.

Disappointed beyond belief with Frontier - I'm an East Granby CT resident and received a marketing communication in the mail advertising TV, Internet, and phone service at an attractive rate guarantee for 2 years. on 9/19 I scheduled installation for 9/29 and was told to cancel my current service provider on 9/30. I was provided with an order number and an account number. My old e-mail address was tied to my previous internet supplier so I have spent the last 10 days creating a new non-provider specific e-mail and making that change with over 60 organizations that I have e-mail contact with.
Today is 9/29 and I took a vacation day from work in order to be available during the 4 hour window for the installation. One and a half hours into the window for the installation I received a call from the Frontier technician responsible for our installation and was told that the services that they signed me up for are not available in my area.
Now I'm spending the balance of my vacation day frantically trying to find a provider to get services in place for tomorrow, the day our old service will be cancelled.
I have talked with numerous people at Frontier and they all were gracious enough to say sorry, but I'm sure that no one at Frontier would take responsibility and maybe offer some type of compensation for what they cost us in time, money, and stress level

Frontier CT just cut off my telephone service illegally again because of the illegal charges they placed on my account. I was called last week by Frontier that a credit was finally applied after months of waiting and today I have come to my office without phone service. The Customer Service department informed me about a re-connect because of non-payment. This is total garbage. I will be pulling my home service away from Frontier as soon as physically possible. I will be contacting my lawyer today to draft a letter getting me out of my contract since they have broken the contract by not providing me the services I properly paid for on a monthly basis.

Frontier Communications has alot of things to learn. After being a customer for 10 plus years we came home from a vacation to see our landline and internet was not working. After being on the phone with a service tech it was decided someone needed to come to my home. After being told numerous times I would not need to be there as the error appears to be on my box outside, I got a scathing call from the tech asking where I was.
Upon telling him I was told all work would be done outside he started to tell me that the people on the phone were stupid. Then he decided to ring my doorbell, even though he knew I was not there, and my MINOR child let him in. Now he knew 100% he did not have my permission to enter the home. He then decided to walk around my house, tell my child that we rewired the home and we were screwed.
Man the ghost that was in my home then during our time away must had been very busy because the service worked before we left and no rewiring has been done.
Immediately canceled our service to find out the jerks BILLED ME for his time and then when I refused to pay, sent me to collections.
Would never, ever ever, recommend their service.

I have been a customer of Frontier for over many years.
Every month they send a phone bill with a "ULTS measured call detail" for my phone number. This detail gives a "Number of Calls in a 31 day period" above the 30 minutes I am allowed to make in local calls.
This month I supposedly made total of 100 calls @.0840 per minute for a total of $8.30. 100 is a nice round number and my curiosity was again peeked. I've questioned this charge many times, and have always received the same answer. "Those calls were made from your tele. number", and no they will not let me know who the numbers are assigned to, and If I wanted to know, I should call the number and ask.
So today I called again, and got "Brianna" at Frontier's customer service.
I asked Brianna to give me a listing of the 100 calls that I was being charged for. She told me that Frontier does not give listing of local calls, ever. And Indeed I have never received a listing from them. Further, I am advised that if I wanted to know who I called, I would have to go to the local police station and get that information from them.
Picking my jaw up from the floor, I asked Brianna if she was trying to tell me that the local police station had a listing of every local call that was made through Frontier. She answered yes.
Has anyone out there ever received a listing of local calls from Frontier for which they are being charged?, if not, that's interesting and possibly needs investigating.

Frontier is horrible. The worst customer service ever. Nobody knows what they are doing. I was quoted a price and was billed a completely different amount. I cancelled service and they still couldn't get that right. And when attempted to pay my final bill, they said no wait for your next bill. Next bill came and it was still wrong. I called again. Said it was adjusted again wait for final bill. Now I have a notice of account past due bill and my internet has been shut off (which I kept with frontier to give them one more chance). Along with my account past due bill is another bill and to my surprise still no change. I give up. And there goes my credit because of this horrible incompetent company. How they are still in business is a wonder. I'm guessing dump people just pay the bill??? Scary. Anyway good luck. I WILL NEVER REFER OR USE FRONTIER AGAIN!

I signed up for a phone, tv with ***, internet, security plan for $64.98 for the first year then $84.98 the second year, no contract plus a $400 gift card to ***. Too good to be true right? RIGHT!
First bill was double the quoted price. I spent 2 hours on the phone and eventually everything was "cleared up". Next month, same bill as first month. Called again. This agent could not find the promotion and told me I had to pay for *** and the security. He also told me if I accepted the $400 gift card that locks me into a 2 year plan (a detail the sale agent left out).
I have spent 3.5 hours on the phone with this crappy company and they would not offer any kind of compensation.
I have never written a review before but this has been the worst company I have ever dealt with and I have dealt with many.

Customer BEWARE of Frontier's repayment policy......I became a Frontier customer when *** sold off their hardline phone and internet service and cable service. I stayed with Frontier to give them a chance but I have had on going problems with them...internet speed, and hardline phone service problems and difficulty getting my PIN number to work for phone message retrieval. I stayed with *** for my cell phone and have continued to be very satisfied with them. When the cost of staying with FRONTIER continued to climb and problems continued I cancelled my account and moved to another service. Since I travel frequently I auto pay my bills and I did not stop Frontier's auto pay quick enough and an additional payment went out to them after service was stopped. I still receive monthly notice of a large credit owed to me but I have to wait for 90 days before they will return my money, company policy .....I find this to be an unfair practice, If you decide to go with Frontier be aware of how long it will take before they will refund overpayments to you... 3 months? Really?

Frontier communications is a BIG FAT JOKE, we have waited now almost a month, still getting the runaround, They said free installation what a lie, they want 77 dollars to come out and in stall it, thats the deposit for FREE installation um what's free about that, Nothing we bundled our service *** came out did there job, we where told don't cancel our other provider until everything is done, So what we pay 2 companies for what. FRONTIER is a big *** scam. I would not recomend them to anyone.

This is the worse company that I've ever signed up for. I signed up for only internet two months ago on the month/month 50 MBPS plan. The person on the phone that I talked to said he found me a plan that was 39.99/month with no contract with a $84.99 installation and activation fee. . He gave me my "order number (***) and he made a "username and password" along with adding my phone number and address in the system. When I tried to log in online with ANY of that information, nothing worked so I ended up calling them once again because no information that he gave me worked. Then, my first bill came and the price was not what the person that I had talked to on the phone told me. I called frontier once again about the wrong bill. I told him everything that the guy told me the first time I signed up and he said he would find me a discount code and try to find me another plan since the bill was 54.99/month with an installation fee which was NOT what I agreed on the first time. The guys name was Tyler that I talked to where I have a recording of him (to have proof this time since it could happen again) saying that he put me on a plan that was a two year contract for 29.99/month and no termination fee with no other fees for modem. Keep in mind, it took him an hour to "enter codes" and "find me a discount" so he said our next bill would be 29.99 after I asked MANY times and have proof. The second months bill came and our bill didn't match up once again to what Tyler told me.This time it was the 55$ plan with a 10$ add on fee. I called them again and the person was very rude this time and said that he doesn't know because that's the plan that I was on and was no help. He had the audicity to say that my bill should be expensiver because of "this and that" but never said sorry given that it wasn't his fault but this makes the company look bad. I don't want to be wasting my time complaining either but after the second time of someone promising me one price and the bill not matching up, I'm sure anyone would not be happy. The first two people that I talked to at frontier were very inconsistent and told me random prices that I'm not even sure where they pulled out of like it was all made up because none of anything they told me on the phone matched the bill itself. I had to end up cancelling with frontier because I've never had to be put in this kind of situation of inconsistency of what the same people from the same company and phone number pull random words from no where and tell me whatever they want. It's all about trust but they've lost my trust. I still can't believe that a large company would ever do this kind of scamming and keep lieing to their customers saying it will be this price and the bill comes and it's a totally different price and plan. And that's probably why there was NEVER a confirmation email on anything, they have no emails on their website because they would have to be liable for it but it's different when frontier workers are on the phone promising customers one thing but not carrying it out. I have switched to xinfinity comcast and have been happy with their service from when I first signed up where I actually got a real email of the plan I was put on laid out. Please NEVER ever sign up for frontier. They are 100% scammers who lie to you for you to sign up then just make up random prices. This is the worse company that I've ever had to deal with in my whole entire life.

With the expiration of my contract coming up, Frontier sent me an email urging me to renew my internet subscription. After much haggling with the customer service representative, we had a verbal agreement and she gave me a confirmation number. When I asked why I didn't get a confirmation email, she told me that pre-existing customers don't get one since it was "unnecessary". A week later, I got a confirmation e-mail about the renewal, but not only was the confirmation number different from the one I received on the phone, the contents were $10 more than the verbally agreed-upon amount. When I called them again, not only was I on hold for quite a long time, but apparently at the price I had agreed on with the previous representative, I can only do a month to month contract rather than the 2 year that I had before and that I was promised. I feel like I was being scammed by the 1st representative and did not feel like the following managers did enough to allay my fears.

It has now been over 6 months since we discontinued our TV / Internet / Phone service and it has turned out to be the best thing we have done. Having been a *** customer, for both home and cell phone services, for over 23 years, we were determined to make the transition from *** to Frontier work. We heard many horror stories about the conversion in Texas but did not experience it at first. Then, we had some minor issues and upgrades that Frontier had to do to our equipment. That's when the problems started and the frustrations began. Unfortunately, we could then relate to what we were hearing from others. It was one of the most frustrating service issues we have dealt with. We are patient and dedicated people but this company repeatedly tested us and we soon lost all respect for them.
After 4 months of dealing with them on our issues and having intermittent service during that time, we decided to give up and switch to *** who we are very happy with. It was very disappointing and frustrating when I think of the amount of time we had to spend getting this resolved. (e.g., multiple calls to customer service, technical support and billing; waiting on hold for up to 45 minutes for an agent; being transferred several times and having to explain the same issue to each person; having to follow up on broken promises; not having calls returned as promised; being disconnected by their call management system and not getting a call back; and not being able to call back directly to supervisor who was helping us with the issues). They repeatedly denied any fault for the service interruptions and continually tried to find something that we may have done to cause the issues. When our issues was finally escalated to a supervisor, we thought it was over but after waiting a month, he never resolved it. Therefore, we had to start over and eventually was assigned to a second supervisor who finally understood that the issues were caused by their own incompetent personnel.
After 4 months of them not delivering the full services we paid them for, they offered to compensate us. This was more insulting than the way we were treated as customers……and they thought they were doing us a favor by issuing this credit. Here is a excerpt from the supervisor's email back to me when I questioned the amount of compensation: "I went ahead and issued a $50 credit to more than cover what records show". I will leave it at that and you can determine for yourself whether you want to do business with a company who places such little value on their customers, whose personnel cause service interruptions and whose policies do not allow for fair customer compensation for their mistakes. To Frontier I ask "How much revenue will you loose from a customer and how much will it cost you to acquire a new customer to replace those you loose?".

Once again, Frontier Communications has changed our monthly service charge without notice. They did this last September, and now they have done it again. This time our normal $46.24 monthly charge was changed to $133.56. No explanation, no change in the service offered. Have been on the line with their customer service for 40 minutes now and they can't seem to figure it out. The only thing positive is that the customer service agent is polite.

Frontier gave me a deal to sign again with them. The first 2 billings were in accordance with what had been agreed. Then the bill went up 10$. I contacted customer service and they were very argumentative (a lot more than when they were trying to make me re-sign!) saying that one discount was not compatible with another one, and that I had no choice but to pay.
What if my budget is no longer compatible with their bill? Would they be ok with that?
They have definitely lost my trust and respect. I will honor my end of the contract, but in 9 months I will never be their customer again.

Absolutely awful. The worst telecom company or any company for that matter that I have had to deal with. Things went down the drain when *** sold to these people. Everything from the initial establishment of service to billing to subsequent changes has been extremely poorly handled. Everything has to be called and Chatted and emailed several times and for my current problem, it won't be resolved till October 3rd I was told. As much as I hate cable companies, I have to look into switching.

From 2010-2017 I had good service from Frontier. This last year has been horrendous, which is resulting in going to a different internet provider.
It started with a Frontier salesperson lying and "upgrading" to fiber optic without my permission and is ending with consistently inconsistent internet disconnects. They have horrible customer service, even sending a tech to some address in Florida on a ticket that was for my internet in Minnesota.

Be very wary of this company, they are complete garbage. They will quote you one thing then every single bill after is conveniently more for this fee, that fee, every excuse in the book to charge you more. Not one bill from the time I signed up had been correct, in fact some bills were double and triple what was quoted. This business needs to be shut down, look at the overall reviews. I would give them zero stars if I could. Customer service is terrible as well.

My bill went from $72.00 a month 4/17 to now 169.00!!! I have called them and there was some corrections done, but notes never seem to be made. So it's like I have to state my case with them all of again! Never received the special promotion they had in the beginning and never was promised my bill would be $97.and some change for the next two years!! This company is a BIG SCAM!! Michelle

I called the company for a new service (internet - Fios) and after taken all my information even the SSN they set an appointment for me on 9/21/17 between 8AM-12PM THEY SAID THE TECH WILL come and set the new service for you.
(They said we will charge you $75 for the tech) I said Okay
I took a day off from work waiting for that tech to set the new internet service.
Before 12PM I called to check because no one came (( they said your service is canceled with no reason and ther is no NOTE and they said we can not do any thing for you.
The employee reschedule another appointment for the Tech to set the service NEXT WEEK 09/26/17
This is not a professional way to work in US
Time wasting and money wasting and no service