Frontier Communications

I signed up for Frontier's internet service for my small business. My company relies on consistent web service to function. Since setting up Frontier's internet service, we have experienced service outages nearly once a month and often for multiple days.

Each time I have experienced a service outage, I have contacted Frontier's customer support to try and get more information about when my service will be back up. Responses have ranged from unhelpful (your service is down, we'll let you know when it's back up again) to downright rude (ending the online chat or hanging up on me when I request more information or to talk to a supervisor). Further, I was flabbergasted when I was told by product support each time that they don't have access to a supervisor or Frontier staff in general, so they couldn't escalate my concern or even let me know what the problem was.

In the end, I have had to endure multi-day service outages that effectively shut down my business. At no time has Frontier addressed my concerns or even reduced my monthly bill to compensate for these outages. I have been paying full price for spotty service while my business has suffered.

On 5/8 I purchased Frontier Internet Services, when the installation technician arrived several days later he told me since I had my own in house Wifi Mesh Network with router that I would not need the Frontier Wifi Router equipment so he did not install it and did not give me the equipment, he simply made the necessary connections at the junction box down the street and on the outside of my house.

I called Frontier customer service, spoke with Christian Ray, and explained that I did not what the Wifi Router monthly charge of $10 to be on my account because I did not receive or need a Frontier WiFi router. I was told that ALL Frontier customers are required to pay the $10 monthly Wifi Router equipment charge REGARDLESS if they recieved the WiFi Router or not. Quote "I would like to set your expectation that this charge cannot be removed unless it is waived in a promotion. Frontier's advertising and internet terms and conditions make it clear that our service includes equipment charges, such as the router charge". EVEN if the customer does not receive equipment. Quote "I appreciate you bringing this to our attention. However, Frontier charges you a monthly lease fee for your Frontier router or modem even if you have and using your own equipment". I asked to have a supervisor call me, I was told that someone would contact me within 24/72 hours.

5/22 No one from Frontier contacted me. I again called customer service and was told the said story that it was company policy to charge every customer the $10 monthly wifi router equipment charge regardless if they had the equipment or not! I was also told that Frontier was changing it's policy on June 21st to allow customer to opt out of the charge if they used their own equipment, however until the policy changed I would still have to pay the $10 monthly charge and would have to call back again after June 21st to ask to have it removed from future bills.

I retained copies of all online chats with Frontier representatives which includes them telling me I have to pay regardless.

Our installer Mike was awesome! Very personable and thorough. Was at home in the time given and went out of his way to make sure we were happy! You rock Mike! A happy Oak Harbor Oh customer!!

I was put into collections for services never received. Tried to cancel my account twice after they never sent a router or anything to connect to WiFi. I received two billing statements via email with no account info to even sign in online to see what was going on. Put in a claim for dispute internally in Frontier Communications, never heard anything back, until I saw a collections letter in the mail with an invalid phone number. When trying to contact frontier for a resolution, the supervisor was never available to talk to and the phone line was always disconnected when trying again.

Our phone service has been out since May 16th 2020. I called the repair service on the same day and was told there would be a repair person sent to my home on May 19th 2020. The repair person never showed up nor did I receive an email or notice of any kind that the person was not coming. Im still waiting for a repair!! My phone service has been out for several days and I want it fixed--now we are coming up on a holiday and im sure the repair will not get fixed once again. Your phone service plus your internet is just the worst. There is a new company coming in our area and just fyi when they do I WILL NO LONGER BE A FRONTIER CUSTOMER CANCEL CANCEL CANCEL IS WHAT WILL HAPPEN!!!!!

This company takes advantage of customers who move because of illness. I terminated services on March 2, 2020 because we had to sell to move in with our daughter in ***. The company logged in the termination date on March 17, on day after the new cycle started and want to charge us for a full month of service. I returned all equipment a few days after the termination call and had no service since March 2, 2020. After an hour on the phone they still refused to adjust the balance, I owe according to them. They threaten to ruin my credit and send the information to a collection agency. Shame on them for intimidating Senior citizens during this very stressful time.

To whom it may concern,
We purchased a new house in December 2019. Therefore, in December 18, 2019, I called Frontier Communications to let them know that we were moving to a new house and we needed our old services disconnected and a new service to be connected to the new house. The representative told me that the request had been processed.
In March 2020, I received a $405 bill from Frontier Communication which had been FORWARDED from the post office to our new address. This bill was for services from December 2019 – March 2020 for the OLD HOME.
I called Frontier Communications to see why we had a bill going our old address. The representative told me it was because the representative that I had spoken to had NOT disconnected our service. She said she would take care of it. Two weeks later, I received a disconnection notice which indicated that the bill would go against my credit if I did not pay it.
I called Frontier Communications again on April 16, 2020 and spoke to a lady by the name of Rhonda. She told me that she would speak to her manager and resolve the issue.
On April 20,2020, I called Frontier Communications AGAIN to gain a status of what had been done. I spoke to Stephanie (ID # ***). She REASSURED me that THIS TIME SHE HAD CORRECTED THE ISSUE WITH HER MANAGER. She gave me her ID number in case any issues came up in the future.
On May 18, 2020, I received another bill from Frontier Communications. This time, there was a $111.00 credit but there was still a $298.00 balance on the account.
On May 20, 2020, I called Frontier Communications and spoke to Kim (ID# KRR447). She said her manager told her that he could NOT write-off the balance until he listened to my December 2019 call with the representative.
I have spent at least 8 hours of my time EXPLAINING and REEXPLAINING my issue to Frontier Communications on 6 different occasions. Each time I call, I have to start from the very beginning of what has taken place. Apparently, representatives cannot see each other’s notes so they ask me to explain my issue OVER and OVER again.
I can honestly say, Frontier Communications has the most broken customer service that I have witnessed in my dealing with customer care. There is no continuity in understanding the customer issue or helping the customer with the issue. They don’t have any process to resolve issues. I have called six times and have received six different answers. It is customer care through ‘chaos and confusion’.
Please help!!
Regards

After 3 years of trying to get a service that works we are still left with Internet and wireless that goes out for hours every single day. The fact they will not credit us for the fact we are paying full freight for a service we are not getting has been more than frustrating. We have limited options in my area and finally we are switching to another company. This business should not be in business. While their field technicians have been nothing but professional however the product/service is faulty. I have spent thirty or more hours trying to get this resolved. I cannot wait to cancel on Saturday after installation from the other company. Please do not use this company's service. It is absolutely terrible and frankly to charge people anything for this is fraud.

Their billing department has royally messed up our bill. After multiple calls, where your customer service agents assured us again and again that the outstanding $64 we "owed" you was a billing error on your end, we have been reported to a collections agency. We have spoken to at least 4 different Frontier agents that that have repeatedly assured us that they would take care of the issue and that we did not owe any money, and still a collections agency called again today. My husband called AGAIN this afternoon and now this Frontier agent says in spite of every other note on the account stating we don't owe the money...he says we do. My husband was on hold to talk to a manager and when 6pm hit...he was disconnected. When he immediately called back, he was greeted with a message stating you closed at 6pm. So while he was on hold...you walked out and called it day. We have perfect credit. We never miss a bill. And you have treated us like dirt. You have marred our credit record. You have lied and mishandled the situation. BUYER BEWARE! for anyone who has billing issues....do not trust a word they say. We will never be Frontier customers again. I called back this morning and the saga continues. When I privately messaged Frontier following this request I was told that they could not access notes on my account and therefore unable to really help me. When I called a Representative this morning she rude and told me that the notes and other 4 representatives were all wrong. She actually admitted that everyone else I spoke with with WRONG! How am I supposed to trust anything said by this company. They hang up on me, repeatedly tell me incorrect information, and are flat out rude. I paid the amount under duress and threats from Frontier simply to save my good name and not tarnish my credit score. If Frontier had their act together back in March when this all started I would have happily paid the balance with no issue at all. After being lied to for 3 months it is sad to me that I have to spend my money and time trying to solve issues brought on by this company. I will be filing a complaint with the Revdex.com concerning my interactions with Frontier.

I cancelled my subscription with Frontier on Saturday 5/16/2020 and called in due to the chat not working and was given over the phone at 12:27pm cancellation confirmation # *** by the phone agent. 12 hours later, the next day 5/17/2020 Frontier billed me for another month of service. I then called in again 520/2020 and was transferred to Dale who gave me their "employee ID" who told me verbatim the charge after my cancellation waa legal & valid. Due to heart issues, my daughter took over the phone call to ask for a supervisor contact. Dale gave the name Desiree but said there was no way to provide her contact info, leave our contact info for Desiree, or even confirm if there was a supervisor named Desiree who works in that office, every time being told they cannot do so due to "security reasons." My daughter asked what happens then if an issue is escalated or how Revdex.com or attorney general complaints are handled, or if there is a contact or company address to include in these type of escalated complaints, and Dale said he does not have that information. My daughter asked if Dale can provide a scanned copy or direct her to the contract stipulations or company policy that would clarify how they are legally able to charge us 12 hrs or the next day after we received cancellation confirmation. Dale repeatedly said by going to frontier.com/corporate I "SHOULD" be able to find the policies that show they were legally able to charge us but sounded very, very unsure. He also said the ONLY way they handle issues is customers can only talk to him and it ends there. Thats it. He only provided their location is "Texas Site 2." since I informed him I plan to file a complaint with Revdex.com and the attorney general and if no one at this company is able to help me or try to even work with me, will file a dispute with my bank & be sure to give my terrible & disappointing experience on social media.

I have been billed from Frontier for services that were disconnected. In June 2019, I contacted Frontier multiple times to complain about interrupted internet service. Following multiple calls and complaints, they finally repaired problem in October. I was billed for the entire time of the interrupted service. When I disputed this, I was told that I had to pay the bill and I would be reimbursed the difference. During my dispute, they also disconnected my phone service. At that time against my will, approximately Feb. 2020, I paid the bill to have the phone service reinstated; however, service was not reinstated until first week in May 2020. Needless to say, I was never reimbursed or credited for the difference. A few days later the phone service was again disconnected. I have repeated contacted Frontier by phone and have been told I owed $150., although I had not service, and cannot have it reinstated until it is paid. Furthermore, I learned that they have the wrong billing address, although my billing address has never changed in the past 20 years I have been with Frontier. Problems remains and I remain without service.

Frontier advertises for high speed internet in our area. They are they only internet provider in our area. We requested new service on April 8, 2020. Frontier arrived at our home on April 13, 2020 and left equipment telling us a cable needed to be installed and they would return on May 14, 20 to complete the internet installation. My husband took a vacation day to be home for the installer that never showed up. I called frontier and they told me an installer would be at our home the next day, May 15, 20. No one showed up. I called frontier again and they gave me an installation date of May 20,20. Again my husband took a vacation day and no installer showed up. I called frontier today and now they are telling me a cable is needed and they don’t know if they can install it. They have been negligent in contacting us to advise they would not be at set appointments. They are advertising they can provide a service that they are unable to deliver. For 6 weeks we have tried to work with frontier only to be passed from representatives to representatives. I have ask on numerous calls for a supervisor or upper management phone number and been told they do not have numbers for upper level. Your help in stopping this false advertisement and consumer anxiety will be greatly appreciated.

I have Internet service through Frontier and have for years. I have continually contacted them to assist with fixing my internet as the speed they have advertised is not what I am receiving. Recently I even increased my services so that I maybe could receive something decent as faster speeds were just introduced in my area. (Faster speeds being up to 18MBPS) Even after the service and equipment upgrade I am still only receiving 2-3 MBPS. I have been told by many techs in the area that there are holes in the lines that cause theses issues and make it especially difficult to use the internet when it is raining. (I expect this some, but not to extent of it being unusable for days until the ground dries out from a storm) I have contacted customer service many times to try to have this resolved, however no one is ever able to assist me in the way needed and I am never able to speak to a manager. I am always told that no one is available, someone will call me back, it will be a long wait (which I agree to but no one ever shows), etc.

Worst customer service I've ever had to deal with. Intermittent internet services, nobody able to fix within a 2 week time frame. So I cancelled services and switched to another provider. Then received a bill after cancelling services for service dates I did not even have internet. Was then told by CSR that bill was taken care of and paid in full, then receive past due statement in mail stating will be sent to collections. Called customer service again, transferred to 4 different reps all of whom state bills is correct, they do not prorate services. I will not pay for services not received.
Then proceeds to ask which internet service provider we switched to because there are many happy customers in my neighborhood.

Ive been a customer for 5 years. every year they sign me up for a one year promotion. It expired in February and I was told to call in February to renew with a new promo. I called in February and at the time my bill was ~ $180/mon - went to $198/mon
for a Triple play bundle - Internet, Voice, and Cable (with 3 dvr boxes) since the promo expired. When I called, they couldn't find me with my DOB, later come to find out they had my uncles DOB under my account bc he called for me one time and they screwed it all up. I asked EACH time to change the DOB and each time they said they did, but did not. Regardless, I asked if there was a new plan that would allow me to pay less than what I was paying. I spoke with about 6 or 7 different people who each said they would call me back and never did. The 8th person I spoke with told me that since the DOB was wrong, my account was messed up and they would have to give me a whole new acct# to fix it and thus lower my bill. I did NOT want to change my acct# being that my auto pay and everything was set up under that current Acct. The woman said she would call me back... never did. I called AGAIN a week later to find out the outcome and they told me that they updated my acct (without my permission). Saved me money by eliminating my Voice. so now I would be paying $199/mon, If you're keeping track, NO, the bill actually did GO UP by $1 and I lost my house phone. Does this make sense?? NO. So I expressed my concerns and yup, you guessed it, they said they would call me back. This time the man did call me back and told me that I just had to pay a balance of! $125 and they will fix the bill. OK. great. A month later, I get a call from COLLECTIONS saying that I owe $245 for my March bill and $245 for my April bill. I was FLOORED. I called frontier AGAIN. They again couldn't find me with my DOB (LOL). After they finally did find me, they told me that the $125 was actually the balance on my OLD account, and I owe money on my new account - Over $460. I refused to pay this as they screwed up royally! I finally spoke with someone in retention and the woman told me to pay at least half as not to be sent to collections and she was going to send my issue up to a higher cahin of command because someone screwed up royally and she was going to call me back within 48 hours with good news. I HEARD NOTHING. IT'S BEEN ALMOST 2 WEEKS. I AM DISGUSTED AND I REFUSE TO PAY THIS COMPANY MORE MONEY - ESPECIALLY SINCE ONE OF MY BOXES ALWAYS FREEZES!!!!! What do I do now?

I was told by frontier that I can qualify for lifeline to get internet service for a major discounted rate and pay like only $10 a month for the service. I was told I needed to pay a $59 security deposit to start the service and then apply for lifeline and they will pay the bill. I have been applying for lifeline and had several difficulties and learned while talking to the lifeline rep that its only a discount of $9 a month off the bill. and I would still have to pay the majority of the bill. I was misinformed about the lifeline discount and started the service I was billed $75 for installation and they did not mention a $10 equipment delivery fee. my service was supposed to be only a flat rate of $49 a month. I contacted lifeline and they gave me a $75 credit toward the instillation fees but I have a $140 bill due May 25th and the credit will not be applied till next bill. frontier customer orders department suggested I pay the $140 bill I should not have and get credit of $75 on my next month's bill I have the confirmation for the credit but I dont trust them to pay the amount of the bill and know for sure they will honor the $75 credit next month. They already have not kept their promises concerning the discounts I was supposed to get. They also suggested waiting till the bill is past due and goes to collections and make arrangements with collections department to extend the bill again I should not owe. I do not see why I have to go to collections ruining my credit to get my security deposit back , they say they cant adjust it cause it been generated already. I dont understand why they cant.

Called Frontier Communications to ask about my bill. I was dissatisfied with the price and service provided compared to introductory offers by this and other internet companies. Frontier offered to reduce my bill from approximately 55$ to 45$. I accepted this offer only to find out on my next bill that they reduced my service speed from 75mbps to 50mbps. This was never discussed. My bill was not lowered, I was given an inferior product for less money.

I called Frontier and was informed there was nothing they could do to restore my previous speed. I was told the 75mbps service I previously had is no longer available in my area.

I escalated this issue on the phone as this outcome is completely unacceptable. I was told by the service representative that they would escalate the issue, listen to the phone call, and get back in touch. It has been nearly a week now and I haven’t heard back.

They sent me a bill that we Never got service from and then sent us to collections and we spoke to a dozen of there representives and they told us that it was taken care of and it was not.

I called Frontier for service. They said I owe 500.00 from 12 years ago, 2008. I find this an odd amount, and time frame. There is no way I incurred a bill that high. I've lived in this house 20 years.

Every month I’m getting payment notification from Frontier and do my monthly payment $55.70 in time. In March I did not get Notification from Frontier and what’s why I skip my March payment. Next Month I got Notification for payment two month ($55.70 x 2) plus late fee $10 = $120.40. I have pay it.
In May 2020 I get Notification for pay $65.70 what include monthly fee $55.70 and AGAIN LATE FEE $10 for March late payment.
Frontier charge me twice for just one late payment.
I have inform Frontier twice about this double charges but they did not reported.