Frontier Communications

Called to order new internet service on March 18, 2020. Equipment arrived March 26. I needed to go out of town and returned and contacted their technical and billing department on May 1 to help me install the equipment cause it was not making sense after watching their video. Then spoke with billing/customer care explaining the above. They said I am being billed for service starting March 18 when the line went active. I explained I had not used it or set up equipment until May 1. Asked to speak with a supervisor who told the rep that was speaking with me there is nothing they could do because how do they know I was not using the line I activated. I can not seem to find a number or anyone to speak to above this first line of representatives. This is not a way to support new customers. I want the bill adjusted to at least May 1 when I was able to set up the internet service. Or meet me 1/2 way. I gave them auto billing and the service works well it is just that I do not feel I should be charged when service was not set up yet. I need to speak to someone above the first line of emploees.

I am subscribed to broadband internet provided by Frontier Communications. Due to recent world events I have been working from home, and rely heavily on the internet connection for work. Frontier is not providing the bandwidth I pay for, and the connection is very inconsistent.

I am paying for the 6 megabit/sec download and 1 megabit/sec upload plan, yet its rare to get more than 1.5 megabit at any given time, and at random times throughout the day I get less than 1.

On February 14, 2020 we awoke to no internet/cable service. Our internet/cable provider was Frontier Communications. We had a two year contract with this provider with a fixed payment of approximately 142 dollars per month that we were into for nearly one year. We placed a call to customer service early that morning to see what the problem was with our service. I wasn't behind on my payments and was wondering why I had no service. After speaking to a Frontier employee on the telephone she stated that our service was discontinued in error and transferred me to customer service. The Frontier employee said we can get you back with Frontier right now for 189 dollars a month. When I explained that I was paying 142 dollars a month under a two year contract he said that was no longer valid since my service was disconnected and I would essentially be a new customer and that was the current price for service. I was not agreeable with this and requiring immediate inter service I sought out another internet/cable carrier later that day. The next day I called Frontier to find out want my outstanding balance on my account was so I could pay it and be done with Frontier, and I was given a bill amount consistent with my normal monthly bill. I asked the Frontier employee if that amount would satisfy my account as paid in full and would not receive any further bills. The Frontier employee assured be that was my balance and I should not receive any further bills for any charges. A month later I received a bill for partial early cancelation fee of 141.58 dollars. I Called Frontier and a Frontier employee said that since I "ported out" my phone number to another carrier I was responsible for the early cancelation fee. I didn't "port out" my phone number to another carrier, don't even know what that means. Frontier claims it doesn't have the ability to "port out" a number because certain information has to be given such as a pin code, etc to do so. My claim is that I did't want to cancel my service with Frontier at the time and that only Frontier and myself had the information that was required to "port out" my number including my account number. pin number and/or last 4 digits of my social security number. This leads me to believe there was a breech in security of my account information by Frontier. I have spoken to Frontier numerous times and they are unwilling to help resolve this and take off the cancelation charge from my account. I am a responsible consumer and I would certainly take responsibility for any charge I was actually responsible for, but I didn't "port out" my phone umber to another company looking to leave Frontier as they claim and therefore I should not be responsible for any cancelation fees incurred when they disconnected my service without
notice to me.
Frontier has been very difficult to work with and has poor customer service practices. Keeping customers happy and satisfied is not there first priority.
Thank you

December 16th, 2019 I contacted Frontier Communications to inquire about their internet service for my home. I was told on the phone that I could receive a 25Mb connection for $47/mo with a $121.99 install fee. a Technician was scheduled to come out on December the 18th. I was told I needed to be at the residents for the install so I took a day off of work to be onsite. The technicians arrived with incorrect information, technicians were unprofessional and after being at my property for several hours they left without installing any hardware and there was not even a communications cable from the pole to my house. While the technician were on site they made some kind error in their connections at the pole which resulted in a short in the line (as I was told) this caused the phone number they had assigned to our address to repeatedly dial 911 so in the middle of the night we had multiple sheriffs show up at our house in high alert saying someone was dialing 911 from our address and hanging up. Frontier would not send a technician until the following day. I had to take a second day off work to respond to this. We still had no phone or internet service from them at this time. I was home waiting for a technician to come fix the phone service and after 2 hours past the window of time I call them and they said they didn't have an appointment scheduled for me. I spent more then an hour on the phone with them and they had to reschedule for another day. From the date(12/18) the technicians came out they began billing me without sending me a bill until 1/28/20 and the bill was dated 1/18/20 I called customer service, was transferred several times and each time I had to start completely over and explain from the beginning, each time they said they were making notes in the system, at the end of the call I was finally able to get to the point where I filed a dispute to postpone payments because I was not receiving services so I should not be getting billed yet. They provided me with a dispute number. I had to repeatedly follow up with them to see when we would be receiving service with no ETA provided. I called to follow up several more time regarding the dispute because my online billing profile was still showing a balance due, I referenced the dispute number provided and they showed no record in their system, I filed a dispute 4 times and was provided with 4 different numbers and none of them ever showed any records. In total I spend more then 9 hours on the phone with them over a 2 month period. Finally I was able to get them to come out to run a "temporary line" so we could get service with them. On 1/20/2020 they were scheduled to come out and run a temporary line between 9:00am-12:00pm I again took a day off work to accommodate this. At 12:30 I called customer service and they had no record of an appointment, I was on the phone for over 2 hours and they finally got a technician to our house at 3pm. The technician laid a wire from the pole on-top of our driveway all the way up to the house and handed me a modem and said just plug this in and then got in his truck and left. I plugged the modem in and it wouldn't work. I had to contact customer service. Spent another hour on the phone trying to get it to work and then when I got it to work I only had a 3Mbit connection... which is not the 25Mbit connection I was told I could receive on 12/18/2019. I called them that night and spent another 2 hours on the phone getting transferred around and having to start over with each person I talked to and I was finally able to "cancel the service". They said the service was cancelled while I was on the phone and that I did not need to return the modem. After all of that there was still a balance of $240.26 due. I called and referenced my dispute numbers and again it showed no record. They would always say they were reviewing my notes but I no one that ever reviewed all of my notes could ever tell me anything about my account. I would have to explain this whole story each time. I received a bill on 4/1/2020 that was dated 3/18/2020 for a balance of $176.55 and I again filed a dispute. I was told the dispute was denied because I had used the service and I spoke with Alaina and requested a supervisor and was told one was not available and I had an agreement with Alaina that I would be getting an email from Andrea who is the customer service supervisor in Waco, TX by end of day the following day. I received no email and no call. I tried to reach out to andrea in the Texas office and I was told by several customer service reps that they do not have an extension for her and I was transferred all over the place with no success. I still have a balance due for the amount of $176.55 and they will not open a dispute. I have noted that were made on each phone call with approximate amount of time spent on the phone and I have spent more then 14 hours on the phone and each time it has been exhausting.

I upgraded my service three months ago and at the time I was told by the sales agent on the phone that I would need a new router for the speeds I was upgrading to. I told the agent that I did not want to rent a router but would purchase outright if necessary. Their service technician came to home and installed everything but determined that my existing router that I purchased myself year earlier was sufficient and no new router was necessary and so he left without installing one. When my bill cams Frontier charged me for it anyway. I called their customer service desk and explained the situation. They agreed to remove the charge. Next month it’s still on my bill now with a late fee. I call them again, explain everything all over again, and they explained that my credit request was denied because I agreed to purchase the router and so they were obliged to bill me for it despite me not receiving it. They eventually agreed again to remove the charge and the late fee. The next months bill had the charge again now with the late fee plus and additional late fee. I had multiple round and round on the phone and online getting extremely poor quality customer service, getting hung up on multiple times, requests to speak to a supervisor or someone who can make decisions denied, and eventually got them to agree again after four hours to remove the charge for a product I never received plus the two late fees. Now today I get a call from them again denying my credit request that they have agreed to do now three times and saying they were going to charge me for the router despite me not receiving it. So essentially Frontier Communications is attempting to extort $200 from me plus late fees under threat of ruining my credit if I don’t pay them with no product to show for it, which I neither want nor need from them.

In December 2016, I signed up for internet services through Frontier. They activated a 1-year contract. I told them I did not want to sign a contract as I would be living at the address temporarily, while looking to purchase a permenant home. They assured me I could cancel the contract without any fees if they did not offer services at my new address. I agree. I cancelled the contract in April 2016 as I purchased a condo and moved. I called to cancel. I gave them my new address. They did not offer services in my area. They said they would cancel the contract without fee. I mailed back the equipment. Two months later I received a bill for 224.05. I called to follow up. After talking to a customer agent in another country for at least an hour I was assured it was taken care of. I received another bill the next month. I again called, talked to an agent for almost an hour. Assured it was handled. This happened three time as I requested to talk to someone in the USA. I again was assured there was no cancellation fee because they could not provide service at my new address. I was assured the charge would be removed. I thought it was taken care of and forgot about it. May 2020, I am going through the process of refinancing my home and the loan agent did a credit check and I have the charge of $224 from Frontier listed as an overdue/unpaid balance. I again called to remedy this on Tuesday May 5, 2020. Spent almost an hour on the phone. The agent first said it was for services. I pulled up my bank account information and reviewed all my payments. She finally said it was for an early termination fee. I explained the situation and she said she would get a manager to help me. Then returned and said a manager was not available but verified by phone number and assured me someone would be calling me back. Its been 3 full business days and no one has returned my call. I feel like this is a fraudulent charge and I am not obligated to pay this. I have tried to handle this on multiple occasions and I do not know what else to do. I told them when I signed up this would be a temporary service, they assured me there would be no cancellation fee if I moved.

To Whom it may concern,

On or about 1/26/19 I reached out to Frontier Communications to terminate my service with them as I was on a month to month plan and I received a better offer from another ISP. I was transferred to the retention department. I explained that I was leaving due to price. As opposed to honoring my request they proceeded to talk me into putting my account on a vacation hold for 9 months. The terms of the vacation hold were not disclosed at this time. I was basically told that if it didn't work out with the other ISP I would be able to have my service reinstated. Therefore, I was under the impression that after 9 months the service would terminate if I chose not to go back to them. All of the equipment was disconnected following the call and was never used again as I went with the new ISP. I never received any written or electronic communication following this call with Frontier.

In December 2019, I happened to check my Frontier account and noticed charges for the past two months equating to $433.28. This came as a surprise as I never received any notification that my services were reinstated. My wife called on 12/9/19 to determine what had happened. She explained that the service was supposed to be disconnected and that there shouldn't be any charges. The representative was extremely rude and adversarial. She continued to speak over me and would not allow me to speak with a supervisor when asked multiple times. She claimed that they were all in meetings. I requested that they pull the call and review the transcript. I also requested that they send me a copy of the alleged email that they sent me on 1/24/19 outlining the terms of the vacation hold which was never received. The date they cited was not accurate since I didn't even call them until after 1/26/19. I was told that they could not provide me with a copy of the email since it was system generated. A dispute case number was established. We also received shipping information and boxes so that we could send all of the equipment back. This was done and they received their equipment back on 01/2/20.

I called again on 01/28/20 and spoke with a representative named Jo Jo. She did a much better job and spoke with an empathetic tone. She assured me that she would make sure that my dispute was addressed. She took a bunch of notes and placed them in my account. She said it could take up to 90 days before I would be contacted. She said it should be around 03/01/20 since the case was opened on 12/09/19. She also assured me that the account would be placed on hold while they investigate and it would not be sent to collections.

I called again on 03/20/20 and spoke with Haley at Frontier. She said that the dispute was still under review. She said that I would not hear anything until around 04/28/20 as the case was started again on 01/28/20 from my last call. She confirmed she did see the notes on the account.

On 5/07/20, I received a letter in the mail from *** advising that my account was sent to them for collections. I was extremely upset when I received this letter. I proceeded to call Frontier as I never heard back from them like I was told on multiple occasions. I spoke with Erica this time. She then told me that there were no notes on my account. I demanded to speak with a supervisor as this was completely unacceptable. I waited for 30 minutes since they were all in meetings again. I requested a name and number. She said she could not provide this information. I requested an email address and was told that they didn't use emails. She then told me that I would now have to deal with *** going forward since they have written off the debt.

This whole experience has been the antithesis of good customer service. How can a company not have a supervisor available to speak with a customer or even help their employee when needed? I would be appalled to work for such a company and they should be embarrassed about the way this situation was handled. I have excellent credit and pay all of my bills on time. If I owe something then I would pay it. However, in this case Frontier clearly did not disclose the terms upfront and then tried to bill for services that I didn't even use. Furthermore, they have wasted an exorbitant amount of my time dealing with this issue when they could have done the right thing up front and removed the charges.

In summation, I request that Frontier removes this charge from the collection agency and from my account. The perception I have of this company is not salvageable but they can still do the right thing. Thanks in advance for your time and consideration.

Long wait for technician to fix problems. Horrible customer service. Can’t get a hold of management. Outsourced. Only reason I stay with them is because they are cheap and I can’t afford anything better because I am limited.

I have tried to cancel Frontier internet service twice, and have been told both times that I have a pending balance. I have not lived at the service address since the end of April, and I am still expected to pay an amount covering the entire month of May. The answer is always "you can cancel at anytime", but it seems like I keep getting stuck with a bill either way.

I am being charged a monthly rate of $10 for a WiFi Router that I do not have from Frontier.
I was told by the sales rep and their customer service rep that this charge would go away if I bought my own router and returned theirs. I complied and did just that. However, my payments have not changed.

Had Frontier installed and only used it for 4 days and now they are trying to charge me for a $75 install fee and also 1 month of service that was not used? When I canceled the service I was told that I would only be charged a $9.95 fee for "Residential Broadband Processing Fee," I told this to the rep and he said he didnt see it in the notes so it would be a "he said she said situation" so I asked if in the notes it said that I was told about the $75 install fee and the 1 month of service and he said "No" it did not say that in the notes. Then I tried to file a dispute and was told that their system would let them file the dispute?

Since obtaining internet service in 2016, the quality of service provided has significantly declined. We were initially paying for a 25 Mbps plan however were only receiving ~4 Mbps. Over the course of the next 4 years, our service has been intermittent and when it was "working" speeds have declined to 0.25 Mbps. Service has only worked about 20% of the time. Despite being advertised as high-speed internet, we were receiving service on par with dial-up internet. We contacted the company frequently over this time and received explanations such as a bad router (which was provided by the company) or that our service was sufficient.

Recently, we contracted out to have some construction done on the property. Miss Dig was called and notified the appropriate utility companies to mark any underground lines, including Frontier. The phone/DSL line was never marked, and during the construction the line was severed. When we called Frontier to notify them of the problem and to get a technician to fix the damaged line, we spoke to 3 different automated messaging services and 3 different representatives. At one point, we were told that they checked our service from their end and everything appeared to be fixed (despite having a completely cut cable). We were finally able to schedule a technician for a week later.

During all of our issues, the price of our service has continued to rise. We are now paying over double what we paid with other ISP at our previous residence, while receiving 100x slower connection speeds. Frequently when calling to try to troubleshoot our service we were hung up on, transferred to other departments, told that our service was adequate, and generally treated with a lack of respect. The company has refused to replace antiquated cable lines and is relying on technology that was developed well over 30 years ago.

A payment was made yesterday, 5/5, for full amount due on account, *** The amount of $259.42 was paid, not reflected in balance as of today, 5/6. The rep in billing stated it takes up to five days, which is a ridiculous amount of time, most other companies including utility such as Frontier post payments within 24 hours. There is an extension until 5/8, according to the rep, she requested I make yet another payment on top of the payment I made which covers the balance in full..I was then put on hold for a supervisor whom did not pick up after waiting on hold for fifteen minutes. It appears Frontier holds payments, even credit cards such as this one, in order to possibly get a reconnect fee should service be interrupted in this case..

Being charged $247.68 for closing my account no.I closed my account around oct 2019.I had no contract as to time I could end service with frontier.it being month to month to

On 3/23/2020 I called frontier and spoke with a sales representative regarding setting up internet based on their advertised plan of $39. Before confirming the order the sales rep mentioned that there will be a $10 monthly rental fee for the router. I told him I already have a frontier issued router from my previous frontier contract. He insisted that it would have to be left on initially in order to process the order but that if the technician decided that the router was compatible that I could use it and then call in to have the charge removed. I reluctantly agreed. The technician came and installed the service and used the router that I provided. After receiving the first invoice for $142.36 including the $10 wifi router charge I called frontier to have the $10 charge removed. I was told by the rep that the would have to do a call review to verify that the sales rep actually said that I could use the frontier router and that it could remove the charge. The rep told me that the call review would take about 5 business days to process and then they would reach back out to me to which I agreed. I received a call back or voicemail from frontier. On 5/4/20 I received a second bill that had the previous charges of $142.36, plus new charges of $63.83 which includes a $9.99 late fee charge. A charge I didn't pay because Frontier never fixed the bill dispute on the first bill in the first place. I called Frontier on 5/4/20 and the rep I spoke with said that she was with the collections department and didn't have access to my previous calls but that I could make a payment on the UNDISPUTED charges and then she could transfer me to the customer service dept. I agreed but then when she said there would be a $10 charge for payment over the phone I decided to pay online. While being transferred I went online and paid $186.36 paying all but the two month's charge for wifi router. I waited for 40 mins and ended the call after no one from customer service answered. Later on 5/4/20 I called frontier again and asked for an update on the call review after which I was told they hadn't done it as yet. The rep I spoke said she was in the retention department and she would look into it personally. She said it was Frontier's policy even with call reviews to only give a three month credit for the router fee after which I would have to pay it. I questioned how I could be charged the fee if I never agreed to it and why would they credit me for three months and then proceed to charge me afterwards if I was "misquoted". She said they would review the call to which I agreed. She called the next day on 5/5/20 and said that they couldn't find the sales call recording and that even though they have records of me having calls with Frontier on the day of the order (3/23/20), that none of these calls were with sales employees but only engineers. I asked if frontier would reimburse me for the $9.99 late fee and she said it was Frontier's policy to continue to charge a late fee even if the bill is in dispute.

On March 11th, 2020, I called and ordered internet service from Frontier, as it had just been announced that I would need to start teaching online. They said that they would hook it up as soon as possible but on Monday the 16th at the latest. They said that they were overnight shipping equipment. They did not send the equipment and I had to call multiple times and I did not get service until the 20th of March, while I was supposed to be working online. When I did receive service, it was not functional for online teaching. I ordered a package that should have been three times the speed I had previously purchased with another company, but it was extremely slow and took 23 hours to upload one class. Therefore, I cancelled on March 26th, after only 6 days of service. They are now billing me $56.37 for those 6 days of service. They even charged a "disconnection fee" which I have never seen from any company in my life. This is exorbidant. Their only competitor in town offers 30 days, money back, but Frontier is price gouging for anyone who tries their service. They did not deliver functional service and they did not deliver timely service. Therefore, I object to the high fees and extra charges. When I have called to resolve this issue, my request to speak to a manager has been refused.

After "upgrading" my internet connection, I'm having website connectivity issues. I spent 30 mins on the phone and an hour on live chat with two different techs and performed a massive amount of troubleshooting, including resetting the router, resetting the ONT, power cycling the router, and performing a local dns cache flush. Time spent on May the 5th. Contacted another live chat representative on May 6, 2020. I requested a credit and tech be sent out. I was refused. I was told I would have to go through the same troubleshooting steps I went through yesterday, despite the previous tech having provided notes. I was also refused to speak to a supervisor. I was told they A) could not contact a supervisor due to working from home, and B) they could not send a tech out (reasons absent). I have a printed PDF of the chat.

I have been completely without any residential phone service or internet since Friday May 1, 2020. I called 5 times and was told that they had to trouble shoot before they could put in an order for repair. Trouble is no phone at home and no cell service. I cannot troubleshoot. Then after 4 times I finally get an order 4927443 and was told they cannot find an order for me. With no phone service I am unable to stay in touch with Dr's and I am unable to work from home due to COVID 19 in the State of WV due to poor internet service. I am high risk for this virus. my services need to be fixed they refuse to do so.

During the cancellation phone call for my service with Frontier Communications on 4/6, I was told that the final bill would be about $ 20. I logged into their chat system following receiving the first "final" bill in late April. After chatting with an idividual named Lara, I was told that their system processes "two final bills" and therefore, NOT pay the first bill. Any credits would be applied to the final bill. At no point was I told that Frontier does not prorate their bills- WHICH, would have been great to know when I cancelled it 6 days into my next month. My former plan dates were from 4/1 - 4/30. On upon calling and receiving my "final" bill today, I was told that they do not prorate internet services; and i'm past due for the full amount of $ 77.70. Given COVID-19, I am working from home on a more permanent status and needed faster, more reliable internet than Frontier was providing over the past 3 years. We experienced A TON of down time over the years that we had their service. I do not feel I should be held responsible for the full amount of $ 77.70 as I was never told that they would not prorate the bill. Instead, I was told I would only owe around $ 20.00 for my FINAL bill with Frontier Communications.

I have had problems with my internet dropping and not being able to reconnect since April 21, 2020. Note, I am able to reconnect at times but there are times when I cannot reconnect and I get different answers from Frontier's Customer Service Dept and Tech support. Here is the summary of events:
1. April 21, Time-1942: I could not reconnect to the internet. Called Frontier at . Tech stated that they will send a tech to my residence on April 29th. Case #***. I was not happy with the amount of time I had to wait but the tech said he could not do anything about it. Next morning, my internet was operational.
2. April 24th, Time-1621. I called Frontier since I could not reconnect to the internet. Spoke with a tech named Robin. She said she did a "hard reset" and I was then reconnected to the modem.
3. April 28th, my modem was down again and I could not reconnect to the computer. I call Frontier Communication and spoke with KIm. She said my phone line was down and then transferred me to a tech, Louis to help me. Not sure why she transferred me to a tech since I needed a phone line to for my modem to work.
Louis, the tech said he could not reconnect my modem and was going to transfer me to customer service again. I told him I did not want to be transferred. The phone line is out and that's why my modem was not working. He said he would conference me in to customer service but returned and said my phone line was down, which I knew. He then stated that since Robin did a "hard reset" on April 24th, I needed a new modem. I informed him to mail it to me but since he saw that there was a tech scheduled to come on April 29th, he would make sure they bring me a new modem. I told him I was skeptical about the tech coming since I had no shows in the past. I live about 40 miles from town and had bad experience with techs not coming in the past. He assured me a tech would come and deliver the modem.
4. April 29th-The tech who was scheduled to come called me. Told me that my internet should be working now. I said it was but asked if I would get my modem delivered. He informed me he was not informed me to bring a modem and stated that "he was not a delivery service". I told him that Louis stated that I needed a new modem due to the "hard reset" that was done by Robin on April 24th. Tech stated they always do "hard resets" and my modem should be fine.
5. April 24th, Time-1413: Called Frontier Communications and spoke with a tech. Her name was Gretchen. Provided the history and stated I did not need a new modem. I told her about my internet connections issue and she said she would mail me a new modem. I told her if I did not need it, not to send it to me but I have been having chronic issues with losing internet connections. She said she would send me a new modem and should be here on the weekend.
6. May 3rd, Time-2121: My internet connection when down and called for tech support. Spoke with Meiling. Told her the entire history and said there was nothing she could do and give me a ticket #4756739. I told her I was frustrated with the support with no results. She informed me that the tech came out on April 29th according to her records and everything was fine. I told her that her records were incorrect and told her that the tech did not come. I wanted this issue escalated so she told me to call . I called the number,time was about 2150 and spoke with a tech named Salvador. He told me that the modem was coming on May 6th, different and I would have to wait until then.
Note: This is unreasonable!!!! I have been having this problem since April 21st!
7. May 4th, time-0829: Frontier left me a voice message stating that my internet issue has been resolved and stated they are closing my ticket. If I still had problems, I was to call .
8. May 4th, time 1954: My internet went down and could not reconnect again. Called the but support line was closed. Called and spoke with a tech named Daily. He stated that he could see I was having connection problems. In fact, he said my internet went down 9 times already today. He told me that they would send a tech out on May 14th. I informed him that I felt this was unreasonable. From April 21st, I waited until April 29th, then the scheduled tech said he would not come. The ticket number is ***. I told him I would like to be credited on my bill. Since this Covid quarantine, I needed computer access for work and my family. Daily told me to call Customer Service in the morning and that they cold see my records and provide me with the credit.
Note: It's not the credit I am after, it a reliable internet connection.
May 5th, time-1132: Called Frontier's Customer Service. Spoke with Daily. Told him about the problem I have been having and that Daily said to call Customer Service to adjust my billing. Daily stated that I have an open ticket so he could not do anything until the ticket closed and to call back then.
Note: I feel this is very poor customer service.