Frontier Communications

I was on the phone with a representative discussing issues I was having with my internet service as this had been an ongoing issue for several months. While on the phone I had asked for a billing adjustment because I was not getting the service I pay for. The CSR told me I could not get a billing adjustment but said I had credits available that I could take advantage of and bundle my service with *** for a savings. I asked how much the bill would be and the CSR could not tell me. She transferred me to a *** rep who told me that they would not be able to tell me the bill breakdown because it would be a bundle service of Frontier's and they have no bundling services. I asked to be transferred back to Frontier. Once on the phone with the same CSR I spoke to moments ago from Frontier, I told her because they could not tell me how much my bill would be to NOT bundle my service and to leave it alone. The following few weeks later I received a bill for over 3 times my normal monthly bill. They had gone ahead and bundled my service anyhow. UNAUTHORIZED transaction on my behalf. I called Frontier and explained to them my billing issue. The CSR on the phone stated he saw that this was an unauthorized account bundling and the CSR who did it should be heavily reprimanded for many changes on my account that were concerning to him. He said he would escalate it up to the Manager and be sure to take care of my billing issue. I told him that I would not be paying the huge bill but would be paying my normal bill amount. He told me that was fine and that the error was on Frontiers side and they would be eating the cost. A few weeks later I received a disconnect notice in the mail for the remainder of the bill, which was what Frontier paid to ***. I called and talked to another CSR and told them my concerns about the way my account was handled, that a CSR bundled my account with another company WITHOUT MY CONSENT, how I was told by Frontier that I was not responsible for the balance and now I received a notice. The CSR said she could not authorize an adjustment and it would have to be escalated to their credit department for review. I was given a Case ID and was informed someone would be in contact within a few days and if I had not heard from anyone within 5 days to call back. I did receive a call within 3 days and was told be the representative on the phone that the credit department denied my billing adjustment and said I would have to pay the balance because they paid this on my behalf. Again, I told the rep that I was not responsible for the bill and that I did not authorize a bundling of my service that I in fact stated on the recorded call DO NOT BUNDLE MY SERVICE, DO NOT TOUCH MY ACCOUNT and it happened anyway. I was not responsible for the error of an ill trained employee and Frontier needs to handle this issue. I have not heard back from the company since I talked with that representative last week. I will not allow this company to bully me into paying for something I did not authorize them to pay in the first place. I have had nothing but issues with Frontier in the last 5 months and am considering gaining outside legal counsel to help remedy this situation as Frontier is not doing anything to help but cause more stress in my life.

We have been without service now for the 3rd time in a month's time. Once in April and we lost internet service for 1 full week, once at ther begining of May for a full week we lost service and now. They are saying it will be 2 weeks this time before their service area outage can be fixed due to a faulty generator at the box. I have NOT been credited back $ for the first two weeks we were without service. It is ridiculous that it takes1-2 weeks for them to dispatch someone to fix the issues with their equipment and worse that they never credit $ back for the loss in service. After this outage we will have been without serivce for 4 full weeks!

They withheld $464.37 out of my account for unreturned modem when I cancelled my internet. I called, they were suppose to send me boxes to return the equipment. I never received the boxes. I called back 4/13/20, and they said the equipment was out of date and I should just receive a refund by next billing cycle. I never received my refund. I called back and could not get an answer about my refund. I asked them to send boxes. no response to boxes being sent.

My wife and I moved out of our house and called and disconnected our service three months ago, which we were told that our service was disconnected. Today we received a bill from Frontier and called again only to find out that they had not disconnected us like they had said and sent us to collections. When we were asking them why they had done that they admitted that they were in the wrong, and had evidence their system that we called and disconnected the service, but said to us that they cant do anything now that it has been sent to collections, There was no remorse, or even a offer to help us figure it out. Extremely displeased and worried that their actions are going to effect my family and I.

I ordered an upgrade for my internet from 6 to 18 mbps. I was charged an installation fee of $75.00 pluse the increased cost of the upgrade. Service was still slow despite the upgrade. I call frontier on 5/17/2020 and was told that the upgrade was impossible to do. However, I was still charged the upgrade fee plus the $75.00 installation fee for a product I was not getting. This has been going on since 2/2020. If I had not called about slow service Frontier would have kept taking my money for a service I was not getting.

hello, I purchased new cable service from frontier communication about 9 months ago. upon agreement of price I was told verbally that the current promo price was to be 99.00 per month and that they would waive the installment fee of 60.00.which is a seperate amount. I thought that was a good promo and I scheduled an appt. to have service installed. frontier does not install the router, they contract someone else out to do the work. the gentleman who did the installed the router asked for the 60.00 fee when he was finished. I told him it was waived by frontier. he said it dosent work that way & he needed his money upfront and that I would have to take it up with frontier. he said that it happens all the time with frontier lying about waiving the fee so they can get the sale... it has been months calling to get this resolved. they say we never told you that..which is just not true.. they did finally agree to take care of the matter for me.

I have numerous calls to Frontier in the 8 months about their service speeds and not getting what I've been paying for. Since COVID-19 began I've been working from home more and noticed that, more so now then ever, I'm not getting the speeds I'm paying for, but I'm almost certain they are throttling my internet speed.

Just in the last 4 months I have had at least one call per month, and in some cases more than one call per month. Back in March I finally had enough and called again to request a second internet line, thinking that would help my speed. The person I spoke with told me we can get a second line and that they can also bump my speed up to 9 mbs. I agreed and said ok, let's do that. The day right before the service tech was supposed to come (almost an entire week after I made the request) to do my install of my second line and bump up my speed they tell me they can't. They can't get me 9 mbs of service, because there aren't enough ports in my area to do so. They also told me a second line would only get me at most 1 mb of service, because of the available ports. None of this was communicated to me when I set up the service request. When I ask them why this wasn't communicated to me, they said it's because the person setting up the service request doesn't have access to this information. This was completely and entirely unacceptable.

Talking with people from work, they said they had to get new routers. I talked to Frontier and they said my router was fine....after the speeds I was getting I didn't believe this so I went and purchased my own router. It was then that I was finally getting closer to the 6 mbs of service I was paying for, so once again, Frontier lied to me.

I have continued to perform numerous speed tests at varying times during the day, week, and also month and have also worked with my own IT team to find the issue is with Frontier. I am paying for 6 mb of service to which they state is the most I can get, but a house 3 houses down from me, they are getting 20 mb.

Today was the final straw, I noticed while trying to send emails for work, as with COVID-19 I'm working from home, none of my emails would go out. I couldn't get onto my work network, I couldn't do any work related tasks. I ran a speed test to find I was only getting .99 mbs. Yes, you read that right, less than 1 mbs. Historically, my children will be watching TV or working on their iPads for school, watching school videos, and it does slow my speed down, which is expected, but I still average around 4 mbs. Today when I was getting the .99 not a single person in my house was streaming or on any device that is connected to the wifi. On average over a period of 3 hours, I was barely getting on average 1.2 mbs of speed which is significantly less then what I am paying for. When I called Frontier, and as soon as I'm on the phone, suddenly, with no changes to the devices on my wifi, suddenly I bump up to 4. When I finally am connected with the service tech, the service tech asked me to disconnect devices that were connected to my wifi. To prove a point, I said they were all disconnected, which they weren't, and I'm then suddenly getting well over 5 even almost 6. This was proof enough to me that they are throttling my internet, during business hours, while trying to work from home as a result of COVID-19.

I called on 04/14/2020 to inquire about internet services with Frontier Communications. They advised that they were able to provide service and scheduled an install date for 04/16/2020. I received a call from a technision on 04/15/2020 advising me that they would need to repair the lines as the one currently available was broken. Stated that my new install date would be 05/08/2020. I checked the status on 04/24/20 to confirm that the order was still valid (showed valid on website). On 05/08, our scheduled install date, I had not heard anything further from Frontier. I called to check the status at which time I was informed that they had sold their company to Ziply Fiber and was advised to call them. I called Ziply, they had no record of my order and stated that I would need to have my credit ran again and place a new order. I declined and called Frontier back asking for the inquiry on my credit report be removed as service was not available and they should have notified me of that prior to placing an order and pulling my credit report. The associate advised that they would not be able to assist me as the Idaho accounts had been sold. At that time, I asked to speak with a supervisor which I was instructed that was not possible and they would have to have a supervisor call me back. I have not received a call back.

I upgraded my services was chargeed $75 fee. I needed to move into the apartment next door 2a. I could not transfer service till 5/18/20. ( I have been calling every week. I have a cord in the hall. I moved 5/1/20) I was then told I have to down grade and I could not keep my speed. on top of that I have to call back on 5/19/20 to do the move. I asked about an adjustment on my bill because I knew they would charge me another install fee. I was refused!! They do not credit or adjust bills. This downgrade was not what I asked for but what I am being forced into
I will have paid 3 install fees in 1.5 years

-Frontier bills you for duplicate services and services not rendered. This began in 2018 when I "unbundled" my TV services from Frontier. Frontier felt the need to keep billing me for *** network services, despite the fact that *** network was also now billing me. Despite numerous calls to customer reps and managers at Frontier, who all assured me that my matter was resolved and my account now showed Zero owed, I still would get bills in the mail with "past due amounts". One manager even called *** Network while I was on the phone and verified that I paid the bill with them. I have sent copies of the bills, copies of the communications between everyone I have talked too but it is now a year and a half later and I am still getting bill collection notices in the mail!
-I am not sure where Frontier's problems lie- unfair / unethical billing practices? Substandard billing software? Ineffective communication?
- However, my credit matters to me. I pay my bills. But this is a matter of principle!!! I wonder how many other people have they done this too? Do they always expect their customers to pay for services they aren't rendering? How many other people would just pay the bill and be done with it? That makes a big pay day for Frontier.

Frontier Communications is charging me for VoIP service which I never ordered following my request to reduce service which included the cancellation of telephone service. My intention was to eliminate telephone service from my account, which the representative claims was done. I call to ask why my bill still reflected service equipment I had return and explained I had the tracking number while talking to the rep using the telephone service I was told had been canceled. This rep told me that they were no longer billing me for phone service. The calls are being billed at .40cents per call and several hundred dollars have been billed. I never approved this service addition/change and thus shouldn't be charged for calls made through VoIP service.

I canceled my service with frontier (phone, internet, tv) 3 months ago - acct#
I keep getting bills with a credit of $240.48 - I have asked that the credit dollars be sent to me -

Our WiFi with Frontier Internet service does not work more than 90% of the time. I have made several calls and had numerous chat conversations with tech support. Over the past two weeks I was on chat support three times, one chat was two hours and ten minutes long, I was told by Rogelio on 5/5/20 that I would receive an email with a solution, I never received any notifications. During this call he also told me to put my wireless devices directly on to the router/modem to get the WiFi, why would anyone want or try to use a wireless device if you have to sit it directly on top of the router/mode. Also, because he insisted, we tried, this does not work. I then called and spoke with William on 5/6/20 in billing trying to get some customer service contact information, he would not provide any. I asked for a supervisor, he would not transfer me. I then chatted on 5/6/20 with Josue in tech support for over an hour he said the problem was with our router/modem and we would need a new one, he advised that we would receive the new router/modem within 5-6 days via UPS. The modem never came. I tried to call tech support on 5/15/20 to ask the status of the new router/modem, the tech advised that no ticket had been created and no order for a router/modem would be placed. I was then on chat with them for another 45 minutes, in which time he advised me that the modem works fine and they would not send a new one. We still have not received any solutions to our problem. I have been told so many different excuses for why our WiFi will not work, a problem with the line, a problem at the local station and that there are too many people trying to get access to the internet. I have also been told on more than one conversation that we would receive a credit for the loss of service, we have not received any credits. They continue to charge my credit card each month for the full amount even though we can't use the WiFi. The customer service with this company is horrible. This has been going on for well over a year.

Internet disconnects every 10 minutes or so randomly with massive ping spikes and packet loss. I had to call to support multiple times to even get an appointment to get someone sent out to my address to look at the line. Waited all day the next day 9-5 for the technician but he never came. So at 5 I called support again only to have them inform me they never set up a support ticket because there's "nothing wrong with the internet" everyone in this household relies on internet especially during the quarentine and this is unacceptable. I have spent hours on the phone with support and no one wants to even try to help. If there were any other dsl or equivalent ISPs available we would have dropped this company years ago.

Frontier continued to go up on my monthly bill without an explanation. I called them last week as I noticed my bill went up again, the customer service agent could not explain it and did not offer any assistance. I have been with this company since 1999 and I cancelled service with them after that phone call. When I called back to cancel my service they then proceed to tell me they no longer pro rate and would not release my phone number and I had to pay an additional $10 cancellation fee.

I changed from *** to frontier because they claimed to have the most reliable internet service in my local area - guaranteed fast and great install (For a fee) and that it would be lightening fast. It literally has never worked from day one - they installed in my garage because it was easy - doesn’t even reach in my laundry room right next to my garage and continue to knee jerk me around when I ask for help. I’m wasting 200 a month for nothing.

Frontier Communications keeps billing me for continued service after canceling after 1 week of their service. They told me before I switched that my services was though the 30th of the month. When I got another billing, they lied and said it was the 28th of the month. They did not provide the service promised and continue to send billing for service we don NOT have. I informed them of this information by phone and that I would not be paying these bills, but they continue billing more each month. This could hows up on our credit. I want this documented and resolved before that happens.

I had a closed a account through frontier that I did not know about since I never received a final bill. Well looking at my credit because I was buying a house I saw and called immediately to pay it off. The balance was 144. I then had to call again and request a paid in full letter because they never sent one even though I told the guy I need it and proof I paid it. Then it reported the balance was 0 but it was a charge off and sent to collections which it wasn't ever sent to collections. It was a closed account. So paying it off ended up dropping my score because of the remark they made. I called again because equifax recommended I call and ask for a 1099-C to have it deleted from my credit when I called the lady would not do that because the balance wasn't higher then 600. So I apparently I could only have it deleted if I was in more debt. Another issue is I had to call equifax to remove a duplicate off my credit because fronteir reported the same account twice!! All I want is it removed. I never got a final bill. I took care of it once I knew about it and they have caused nothing but trouble with my credit by reporting incorrectly!

Terrible business to do work with when you have someone die. I tried to cancel my dad's phone/internet service and they still want to charge me for the internet through the end of the month. The refund shows cancellation on 5/26 when I cancelled on 5/11. They also charge for a broadband processing fee - I said even on a death. I asked to talk to a supervisor and was told they are all busy. When asked again, I was told they are on the phone. When asked a third time, I was told they will take care of it. I said take care of what? She couldn't answer me. Only company I had to deal with that has been terrible to deal with.

On April 26th 2020, I called in to Frontier Communications Customer Service for some help with my internet service. I spoke with a representative who advised me that the 100/100 would be the next best to what I had at the current moment. I agreed and she went through the pricing with me. She advised that my bill would be set to increase almost over $40 more than my original bill. As you can imagine, that's extremely outrageous for just a minor upgrade. I declined the offer and expressed that I couldn't afford such an increase. The representative after some time advised she could transfer me to someone who can help get me a better deal with my price. I was then transferred to a woman named Courtney. She read through my account and then advised that I could get the upgrade for the same price that I have been paying for several months. Of course, I was very enlightened to the idea of that seeing as my current situation at the time wasn't worth the price. I double-checked with her several times to make sure that this price was not on the basis of a one time courtesy or a limited time offer that she was scoring for me. She reassured me that this would be the permanent bill that I would be paying monthly. I thought nothing of it after that and we processed the order. Weeks later, I checked my account to see my bill for the current month. I was shocked to see that the bill had went up $20! You can imagine how hurt I felt after I was putting my account in the trust of these people. I immediately chatted in to a representative who had no idea what to do with my situation or how to advise me. I gave up on them and called in to another representative. I don't even know where do begin with that interaction. The representative came off as callous and prideful when approaching my situation. I advised from the beginning that I was in no mood to speak with him and would just like to be rerouted to a supervisor. He pushed back several times after my persisting and made excuses to why he couldn't find me one. Eventually, I gave up because it was only going to waste my time more. I advised him of the situation. He reviews my account and surprises me with the news that my accounts price went up due to an early upgrade to a promotion I had ongoing on my account (which was never told to me once while I was upgrading). I advised him that when I was placing the order, I was not made aware of the policies that would have left me with a higher bill. He brushed it off as "this is how it is and there is nothing I can do". I was infuriated because now it appears that because of their inability to explain to me clearly the truth on which I would be charged extra. He proceeded to speak over me and interuppt me to tell me still that this is how it is and he could do nothing to irradicate the situation. I felt disrespected and treated like I didn't know any better. I asked for a supervisor once again. He resisted and then finally accepted my request. Please note that I was discussing this mistake for 4 1/2 hours. I finally was connected to a supervisor an hour or so later. The supervisor, Mikayla, approached the situation with calmness and tone of acceptance. She reviewed my account and then returned with news that (again I was not made aware of) the previous agents adjustments had returned my bill back to normal and that I would only be expected to pay the original bill amount. Again, I wanted some clarification and I asked several times that if it would be updated and reflect on my account. She advised me that the order was processed, approved and would reflect on my account within the next few hours so that my current bill would show the correct amount. I waited a whole 24-hours before I checked into my account only to find out that my bill had not been updated accordingly. I proceeded to go into the chat again. I spoke with Stephanie, a CSR, she reviewed my account and advised me that the order had been successfully processed but it would not reflect on my account until the next billing cycle. I was not having it! I expressed my concerns to her as I was previously told by Mikyala that my bill would reflect within a few hours after our conversation. She advised me that their policy does not allow that and that the standard is one biling cycle. I could not believe the betrayal and the lies that I have endured with this company. Again, I requested a supervisor - this time the request was fulfilled quickly. I began speaking to Giennah. She reviewed my conversation and returned with advice that I just was not accepting. She began to tell me that my order was processed however, it would not reflect in likely 1-2 billing cycles (again not what I was advised by Mikayla). I expressed my frustrations because I could not accepted to be treating in such a way. She told me that she apologized for my confusion but it could be possible that Mikayla meant it in the way that my order would be processed. That is not true! I was most clearly told that my bill would be reflected not merely processed for approval. I do believe that I was not told the full truth between every representative I spoke with because their team is not efficeintly trained in their job policies. I am extremely frustrated with the service from Frontier Communications. I have been lied to, mistreated and given the complete run-around. I do not accept any responsbility for the lack of effectiveness these people have to do their job to this bill. I would like Frontier to fully irradicate the situation.