Frontier Communications

I signed up to have Internet services turned back on and when I got my confirmation of services there was a notation of 3 installments of $25 for installation which was never discussed. Technician gave me the router and I did the install..services worked and no install was needed. Tech said he would notate account no install was necessary. He said they should have mailed the router to me and not scheduled a call to install as service was already set. Called today and there are no such notes and they are telling me installation stands.

Frontier Communications had been our primary phone and internet provider for 26 years. Quality service has been a consistent problem with them. We lost our internet and phone service completely for 1 week during September-October 2019 and for 2 weeks during November-December. Frontier Communications is refusing to credit back to our account for the full loss of service during these times because a trouble ticket was not issued by the customer for the full duration of the loss of service. I have tried to clear the matter up on several occasions with Frontier, but they have refused reimbursement. They have now sent this matter to collections. I have tried to clear this matter up with the collection company to no avail. I feel this are fraudulent charges as Frontier was aware of the outages, yet they are continuing to charge my account for the time the service was out.

I sent this email to Frontier on 4/18/2020 and did not receive any follow up.

To Whom It May Concern:

Account # ***-5

Unfortunately I have to send this email for another false promise by Frontier! Another really bad experience with Frontier! I spoke to Natasha (Frontier rep) on 11/12/2019 and she switched me to 500/500 for $50+tax per month for 2-year plan. Confirmation # ***. She told me that after 2 years, monthly charges will be $70, unless there is another special.

For April 2020 bill, I was charged $70. When I called on 4/6/2020, the representative kept telling me that that special ended and she could not do anything. Even though I told her to look at the confirmation # and the promise Natasha gave, she kept repeating the same thing. I requested to speak to a supervisor and after she told me that they could not do anything. After my repeated request, she told me that there were 4-5 people ahead of me to talk to the supervisor. I waited a total of 2 hours and 27 minutes (attached) and no one answered the phone. I disconnected and was extremely frustrated.

I wasted so much time on the phone and no resolution. This is not the 1st time, I was told one thing and then it got changed. I encourage you to listen to the recorded conversation. I am not sure if this is the practice Frontier is doing to all customers. Otherwise, why the representatives are doing this.

I hope you understand the frustration people go through when something was promised by a company and then not kept. I want a quick resolution to this situation. Please give me credit for last two months and honor the promise by Frontier. I am not even asking anything for all the time I have wasted on this and the frustration it has caused. Please call me @ if there is any questions. Thanks.

Due to issues with service reliability, I cancelled my service with Frontier on 5/14. I spoke with Stephanie on the phone and she informed me that the service would be cancelled effective 5/15, and that my current bill at the time was my final bill. The next day I paid the final payment and turned off auto pay. On 5/27, I see a charge was made to my card by frontier, for the same amount as my last payment. I log into my account, and discover that they did take an auto payment from my card, despite the fact that I had turned off auto pay 11 days prior. When I called to get a refund, the gentleman on the phone would not acknowledge that they had taken payment without authorization, and just made excuses that I still had another payment due. I asked the gentleman to put his supervisor on the line, and he told me he would have the supervisor call me by the end of the day, which never happened. This is a huge privacy and security problem, and I had to cancel my debit card and have it replaced as a result.

I signed up for Frontier Fios (fiber optic high speed) internet service in 5/2019, and signed up for a 2 year contract for Fios. I recently moved to another city, and they no longer offer Fios in this location. I am currently working from home and need to have the high speed in order to work from home. The highest speed they offer in my new location is 1mbps. I informed them that I would have to cancel due to this incredibly slow speed, and asked them to waive the early termination fee given the circumstances. I then canceled and went with a different company that was able to provide 400mbps speed for the same price as what Frontier was charging. They are still insisting that I owe the fee, even though they are not honoring the speed in which I signed up for in my new location.

I cancelled my service on January 6th 2020. My devices were placed on “vacation” mode on April 2019. I was charged approx. 76 dollars for a services I did not use from Jan 6-31. I did not reside at the alleged address and I did not have the equipment to enjoy the service from Frontier. I filed a complaint to have the charges removed but Frontier states that they would move forward with the charged to them not showing a cancellation service placed on January. I have a cancellation number provided by the agent who cancelled my service. Frontier stated they do not show record of that

Absolute worst customer service in the world. These people and systems could not be more unhelpful if they were granted eternal life to be that way. Every time you can reach them by phone you get transferred around to multiple departments that do not communicate with each other. Each time you must verify account number, phone number, security pin, contact info and restate your issue. Then in a condescending tone you are asked if it is plugged in. They will promise action and dispatch that simply does not happen. They will cancel scheduled service times without letting you know. They will send text messages to return equipment that has not actually been sent to you. Do not attempt to deal with these people and this company unless you are interested in a slow painful death.

I purchased an internet and phone package from Frontier Communications on or about March 16, 2020. Account #3048848811. So far I have not had adequate service to use the landline number and the internet is sketchy at best. I call in to report these problems but I have to be on the telephone call with a representative from 1 to 2 hours in talking, holding on, transferring etc. It is by far one of the most frustrating experiences I have to endure. Today I called because my phone is not working again. I have complained multiple times and requested credit to my account for non service which is from March 2020 upon installation until today with the 13th of May being the only day the telephone actually worked normally. I cant call everyday the phone is not working because I don't have 1 to 2 hours or more to spare fixing the problem. The technicians just tell customers anything and the customer (me) just have to go through all kinds of obstacles to get the technician to understand. I was told that the technician would have to visit the property and analyze the line and I have to be home for a stretch of 11 hours. I have done that multiple times and I do not want to do that anymore. The last technician made me wait for a couple of hours and did not even need to come into my home. So I was home waiting for nothing again. I am getting sick. All of the technicians can see that the problem is on the line and they can see exactly how many days the problem has been there and yet when I request a refund, I am told that I am speaking with the wrong department. Well, today I allowed them to transfer me to the right department and I was given the runaround about escalation. I was told that they can only refund for 1 day assuming the line was working the other days eventhough she can see the problem on the line and the exact days that they problem is present.

The account was closed and cancelled in March and we were told we would not have a bill. We were on auto-pay. We started our new service. And in MAY we got a bill again from Frontier for $271.66. The speed was 2.5-3.0 which was crazy slow on our internet, they price gouged and now they are billing us erroneously and wasting our time. They also sent us a bill, which we never would have had as we were on auto-pay. And now it says they will be sending us to collections. We do NOT owe them anything and need help rectifying this before it hurts my husbands credit. This is the worst company for customer service, their prices are crazy and their internet speed slowly decreases over time without them notifying you.

I created a new account with these people, and I’m getting nothing but the run around and being lied to. I’m tired of calling them and getting nothing but lies, first they said a technician will be out Saturday May 23 2020 between 7am-8am I was up and waiting for them to show up which never happened I called after 9am and they said that it would be before 12 noon no later than 5pm so I waited till 6pm and called only to get told it was being shipped. And the delivery date was Tuesday May 26 2020 well I have called them and they had to order another one and it will be here Friday May 29 2020, this is putting my husband and I in a bind with no internet there is no job for us and we can’t pay any bills I’m so tired of them lying I just want something done.

I was promised a waived fee by an employee of Frontier and to this date; the employee has not gotten back to me and Frontier refuses to honor what the employee told me. Frontier informed me they will pull the call records and get back to me. They did not. I had to call them back again and again. Meanwhile, the internet service they are "providing" is not consistent and I've had to miss work and my children missed school sessions because of the chopped service

I have been with frontier over 10 yrs. we have issues constantly with the internet going out for days at a time. past 2 weeks our internet has been very slow and even not working at all. 1st time I call and speak to a lady on the 19th of May and she says my modem is bad and they will sending me a new one and she will send me a e-mail. 7 days later still no e-mail so I call again and speak with someone else they have no notes I called or any info on the information I am giving him. So he does testing on my modem and says it some how got put back to factory settings and he fixed it. we did a speed test and I am only getting 1.6 download speed and 0.6 upload and he says well your getting what you pay for so there is nothing we can do. I said how is that I used to get 3.4 download speed and upload speed was 600 kb and now all of a sudden this is what I am getting and what I am paying for he said I dont know but there is nothing I can offer you. Bill has stayed the same and internet worse and no reason why they took it from me. The customer service is horrible and the company is ripping people off. How can you have a speed for years and them all of a sudden this is what you now have and what you pay for and nothing we can do?

I ordered a new wireless set top box on March 22 for coincidental installation with a move to a new location on April 8. The box never came. Instead, Frontier strangely sent me empty boxes to return my equipment. I then spent nearly 30 minutes on the phone with Frontier on April 18 trying to have a new wireless box sent, I was told the order had been made and that the box would arrive by April 23. After the box did not arrive and allowing for potential shipping delays, I called Frontier and was told that the tech had not entered the order correctly. This person was able to correct that and the box came. The box arrived and I followed the instructions but could not get it to connect to the system. I then spent 35 minutes on the phone with a tech, who offered no solution other than repeatedly turning things on and off. Once it was clear she couldn't help me, it appeared that she hung up. I then called back and spent another 45 minutes on the phone doing the same stuff. I finally gave up and the tech said she would create a help ticket and they would contact me. No one contacted me and from my account page it appears no ticket was created. I have just spent 30 minutes attempting to use the online chat with no further progress

Due to the coronavirus, I am no longer living in my house as I have moved in with someone else to save money since I am not working. In an effort to save money, I called Frontier Communications on May 13th to pause my internet service since I was not at my house using it. During that phone call the representative of Frontier told me there would be a fee of $19.99 to pause my internet services. When I received my last bill, it was for $52.71. There was a $10 charge for using Frontier's router and $2.72 in taxes, the other $39.99 was the fee to pause my service. First off, it seems wrong to have to pay a company to have them stop providing me service. Second off, I was lied to about the fee that was associated with asking them to pause my service. Thirdly, when I contacted Frontier on May 25th to question the bill, they were unconcerned with the fact that someone form their company lied to me and were unwilling to do anything about it. And finally, my monthly bill, prior to asking for my service to be paused was $32.72, so Frontier expects me to pay more money to not receive their internet services than if I had just keep paying for my normal service.
After further research online, I am not the only one who believes Frontier's pause service fees are outrageous, so clearly Frontier is aware of this problem and simply chooses to ignore their customers.

I paid March 2020 billing on 3/14/20 for $53.98 which was for service for 3/23-4/22 and subsequently cancelled my service (disconnect confirmation # ***) on 4/1/2020. I then received another billing for service from 4/23 - 5/22/20 which was not due since I cancelled on 4/1/20. I spoke with representative who said I owed the bill and they can't do anything about it! I explained that I cancelled service on 4/1/20 and she again said it didn't matter. I have now received a final notice of $53.98 that states if not paid by 5/30/20 I will be sent for collections and the delinquency reported to the credit bureau. I am now faced with the threat that if I don't pay the bill of $53.98, I will be incorrectly reported as delinquent to the credit bureau. I know that this cannot be legal business practice. I will also be sending a complaint to the CFPB regarding Frontier's business practices.

I have tried to cancel numerous times just to find out each time they never canceled my services. They were unable to provide services as promised. They also promised 3 times to send a return box. Recently we found out they NEVER terminated our service. We have been with another provider since January 2020. Our phone records will prove in the end our SERIOUS ongoing issues with this company.

Contacted frontier communications more than once and was always told they didnt service my area.I got a brochure in the mail that said they came to my address now,I called and the customer service rep said they finally serviced my area,I ask him multiple times before he did a hard credit pull that they for sure serviced my address.. well I called because they never showed up to install internet and the lady on phone says sir did they not call you?we dont service your address!I want frontier communications off my credit report inquiry,they lied about services and never called to say they cancelled my internet appointment...It was a hard credit pull and my points dropped..if I had gotten service like I was promised I wouldn't be so upset

A frontier sales person comes to my door in last August and offers me half price than what I was paying with ***.I was paying at the time $90 a month for internet and phone and Frontier sales person offered $49.99 plus $10 for the equipment a month for 500/500 mbps ...
... I got excited and thought that was a really good deal and I switched to Frontier ....
....Totally “a used car sales” tactics:...

...It took them 2 months though to install the service after missing 3 appointments

...I should have thought at the time that I am stepping into the “Frontier very familiar *** Zone”

In my mind I thought this is a very unreliable company but nooooo...

I decide to weather it out to see that super service for $50 a month they had promised....

During this installation waiting time I was receiving texts messages that the job was done or it was about to be done and I thought they might be texting the wrong person...The text were like this “We were in your house and we almost finish the job or something of that nature”...
...It was insane the amount of ***o they are feeding their customers ...I should have walked away back then ....

....Anyway they finally got their act together and installed my service 2 months later my last complain...

When I got my first bill though I was expecting to be what was agreed at the time ,under $60, not $108 and change!!!!...
When I call them on it first it took me over an hour to connect with someone to talk to ...and blandly they said $49 was the base price but the sales person didn’t know how much are the taxes and the fees ....Then I asked them to tell me what are the other fees and why others do not have them....I was listening a very poorly trained associate trying to explain to me the Chinese accounting Frontier was doing with their clients ....
...My reasoning was very simple ...The sales person(which I have his name and personal message in my phone) told me my bill will be $59 ....how did you jacked it up to be $108????....Silence in the other side....I was trying to understand what she was trying to explain and as I was shutting down her reasoning because it’s was so insane she end up saying that ALL THE OTHER COMPANIES DO NOT PAY TAXES BUT FRONTIER DOES....BUT I SAID THE TAXES ARE INLY 7-8% ....

The Result of the conversationwas was nothing...
...a total of 2 hours waisted ...they bluntly said forget what the sales person told you he doesn’t know ....and this is what you need to pay....

You cannot Trust FRONTIER,THEY OPERATE LIKE THEY OWN YOU!

Chinese accounting:
This company is doing a lot of Chinese accounting and they charge consumers wherever they want ...

THEY ARE TOTALLY DISRESPECTFUL ON THE PHONE AND THEY WILL THREATEN YOU IF YOU DONT COMPLY THEY WILL PUT YOU IN COLLECTIONS ...

THE DO NOT REASON WITH YOU!

NO CUSTOMER SERVICE!NO APOLOGIES!

THEY BASICALLY TOLD ME TO GO AWAY OR THEY WILL REPORT MY ACCOUNT AS DELINQUENT AND THEY GIVE IT TO COLLECTIONS !

I wish I knew that ahead of time I wouldn’t switch...all the promises and promotions were Bologna sandwich...never again ...I wish them to go bankrupt because they are a very shady company...I switched back to *** because at least I know what Iam going to be paying ....

I had Frontier Services bundled with *** Network. On April 29 I called to cancel both services. I had an overpayment with *** since I cancelled early for $22.93. Frontier told me that my service would be cancelled on the day my phone service was ported to ***. The number was ported over on the 7th of May and my service was paid up through the end of the billing cycle on the 9th of May. I called on the 8th of May to ensure the service had been cancelled before the next billing cycle. On the 10th of May, I received a bill ($104.34) from Frontier for the next month of service (May 10 - Jun 9). The original amount was 127.27 less my refund from ***. I spoke with a rep on or around the 10th of May and my services were cancelled on the 7th according to the rep. I had to call on three separation occasions and finally got this nice woman who took the time and effort to understand that I wasn’t supposed to be billed for the next month and submitted a correction to have the bill updated. I checked back on the bill again and the company credited back $104.34. The company only credited me back the $104.34 and keep my $22.93 refund from ***. I contacted them three more times to explain to them that the credit should have been for the full amount 127.27 so I could receive my refund of $22.93 from *** and was never able to resolve the issue because the agents could not validate my passcode. The company needs to cancel or credit back the full amount for the bill since my service was cancelled before the new month of service and return my stolen funds before this becomes a legal matter.

First of all about 15 minutes ago I tried to chat with someone from Customer Service, his name was Jaide, when I told him what happened, he just disconnected the chat without even trying to help me.

When I first opened up account in February 2020, I asked for low income internet. No one told me I had to apply for it via an application through the mail. I also asked for my bills to be mailed to me, nothing was mailed to me for three months, just got a bill about a week ago, if that. I have requested twice for a low income app to be sent to me, but never received, no one is sending anything to me. When I call in I am asking about my account, since I haven't been sent a bill there is no pin, and website wouldn't let me log on(I can't remember exactly why, my memory isn't too good because of my disability and my fibromyalgia..fibro fog...sorry. Anyway, since I didn't receive a bill in mail, I wasn't getting bills I was being charged lat fees too. Right now I am being charged 39.99, when it should be $19.99, as I asked for, plus 10 for Wi-fi router service, when should be 5. Please help me. I already made an 80 payment a week ago, said I would make another 80 on Friday 14 but when couldn't my internet was turned off, had to borrow money from my daughter who already struggling as is because of job loss due to virus, but I do have to pay her back...I have paid way over than I should have. Frontier has fallen way, way, way below acceptable measures especially in a time like this. Is that why you guys wouldn't send me a bill, so I wouldn't be able to apply for low income internet and that way to make money in the meantime? I also contacted a Brenda, who is the "Office of the President team-Survey Team," her email address is ***, her phone number is . She never got back to me. I emailed her about a week ago. Please help me, I am disabled on set income. Please.