Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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no surprise their average is one star! I've been down for three days while frontier takes their sweet time to come fix my internet. I work from home while millions of others are on unemployment... and my boss is NOT pleased that I cannot log in to work. If you have the option to use ANYONE ELSE, please take my advice. . DO SO
My sister and I live together and we want to share of the internet service fee. My Frontier account promotion almost ended, so she decide to order a new service under her name even we need to pay installation fee and etc.
We can even get faster speed with about same amount bill I used to pay, there is no reason I have to keep mine, also, my sister really wants to put her name on.
She order a new service and scheduled on 07/02/20,
On first bill there is no problem until we see two bills on the same ONE address with each of us name on.
My account had to be closed already, because it's not make any sense two internet account in a one apartment unit!
Monthly service charges date overlapped each other.
New service account charge from 7/03/20 to 8/02/20 (on the statement) they even added one day use 7/02/20 pro-rated charge; after install done not even fully one day, didn't show up right speed wait one day for new router exchange, couldn't use higher speed benefit.
They also charged installation fee and equipment delivery fee, even technician guy didn't install anything in our apartment unit, but that's fine we understand it is new service they need to do something adjustment on outside.
Also, my previous account charge from 7/04/20 to 08/03/20 (on the statement).
They duplicate charges and looks like to make us to pay double!
How is it possible?
I called them to fix it after I received these insane bills, and I also explain me and my sister's account situation, the woman representative asked me "it still on-line, so you mean you want to cancel this account?" with boring sound of voice.
Her sounds like the only important thing is I want to cancel or not, situation is not important.
I said "It supposed be canceled on July 2 already!".
and she did something on her side and suddenly my internet connection went down!! red light on router!
I told her my internet went down not working!
She was silence some seconds and told me "hold a minute, I'll switch to person who can look both account together"
and she put me a hold I was awaiting 35 minute... "THIRTY FIVE" minute!! too tired of listen same holding music!
I feel no one will show up, I don't want to loose connection on hold loooooooong time so I asked to my friend to call frontier customer service number to check they still open.
Yeah, they were closed!!
Yeah, she ran away from her a gross fault!! put me on hold and she got off the work!! I couldn't believe it!! How she could do that?
I received disconnection confirmation e-mail and return equipment notice, I returned router as they said.
seems like it's canceled correctly, but wasn't because I still get the July bill like I didn't pay which we technically paid already with new account bill.
After about 40 minute hold, I knew that insane happen occurred to me, I hung up and call to technical support to solve internet connection problem.
I followed everything tech said about another 30 minute, he didn't know what is wrong, can't recover him and my side seems like too complicate.
He find that hard to believe what's going on my address, have two accounts and connection of internet.
Finally, he has to send technician, it was Friday! I almost beg him I don't want to pass weekend without internet so please, send ASAP tomorrow. He said unfortunately, earliest possible time is Monday afternoon. I have to spend my weekend without internet and part of Monday from part of Friday almost 3 days. I was sooooooo mad to whom ran away even didn't finish her job done.
She didn't finish and who ever worked on new service, made this bill is still exist, insane situation.
This is driving me crazy! so much stress!
Frontier CommunicationsThank you for referring the
complaint of Ms.
*** to our office for review. We appreciate her
bringing this matter to our attention.The Complaint states that:Ms.
*** is disputing her bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:Frontier’s
investigation found that Ms. first notified Frontier to disconnect her
service on July 10, 2020. Frontier records
indicate that an order was issued on Ms.’s account on July 10, 2020 and
services were disconnected the same day. Frontier advises that a
bill generated on Ms.’s account on July 4, 2020, six days before Ms.
called to have the service disconnected. Frontier issued two
credits to Ms.’s account. The first credit was applied on August 12, 2020
in the amount of $52.18 for services dated July 10, 2020 through August 3,
2020. The second credit was issued on August
17, 2020 in the amount of $10.00. Frontier communicated
via email with Ms. at *** to advise. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14659147, I communicated via my email with Frontier, they gave me credits after adjusted bill amount I need to pay is $11.45 and find that this resolution is satisfactory to me.
Regards
On 7/23 I called customer service and asked to close my account. The gentlemen on the phone stated that I would have a one time fee of $9.99 for cancelling my account and I had to return the router within 30days, he stated he would mail out the box so I can return the router to avoid a $100 charge. I closed the account and opened another internet account. Now (8/11) I see a charge from Frontier of $73.98, I called Frontier and both customer service and their Supervisor said they cannot refund that amount because they do not pro-rate and that I have to pay the monthly amount EVEN though I was never told I had to pay this. She went on to explain that my billing cycle ended on the 18th and I have until 8/18 with internet. I explained I have not used Frontier and I was not TOLD that I had until the 18th to disconnect. Had I known this I would have waited. The supervisor on the line said those were the rules and she could not reimburse me the money. Now I am stuck with a $74 charge plus the $9.99 to cancel my account. She wasn't even willing to listen to the recorded conversation from 7/23!
The Complaint states that:
• Advises that she was billed for a full month of service even though she wanted to end her service earlier.
• Being billed a $9.99 disconnect fee.
Frontier has investigated the above statements and offers the following response:
• Frontier confirms Ms.’s account is reflecting disconnected effective August 18, 2020.
• Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle. Ms. was eligible to continue receiving Frontier services through the end of that billing cycle
• Per the terms of service agreement that is found on Frontier.com, a customer may be billed a one time fee to disconnect the service, this fee is $9.99.
• Frontier states as a courtesy a credit in the amount of $73.98 was placed on Ms.’s account to offset her July billing, an additional credit of $10.62 was also placed as a courtesy to offset the disconnect fee that will be billed.
• Frontier spoke to Ms. on August 18, 2020 to advise of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Only 7/19 I had called Frontier to troubleshoot why my TV was not connecting to my internet. I have been a customer with them since 2014 if not longer. While the technician was helping, she noticed that the package I was paying for was the 75/75 speed, but I was only setup to receive the 50/50 speed. She confirmed I was being charged for the 75/75 internet package but being provided the lower speed. She put this in the notes, which I have confirmed with several Frontier employees in tech support and billing that it is in there. I never questioned the actual speed we were getting because I know the speed depends on how many devices are connected to WIFI. I never would imagine they could have such a huge glitch in their system to be able to charge customers for one speed and provide a different speed. I wanted to be reimbursed for the difference of the two packages from day 1. I feel like this is completely fraudulent as everything that was stated on my billing said I was getting the 75/75 speed. The billing department said they could only credit 1 month worth and did not want to lose me as a customer, so they transferred me over to the loyalty department. The lady I spoke with was the rudest person ever. She stated that this was my fault. I should have called and questioned my speed and there is nothing for Frontier to refund me for. I asked her to explain how would I have known you could charge for one speed and provide another? I stated that I thought my internet was running at this speed because we had so many devices running on WIFI which slows the actual speed we receive. I asked her to explain how I would have known you could charge for one speed and provide another? She asked what I wanted her to do. I said I wanted a refund for the years of charging me for a speed they were not ever giving me. She said no because this was my fault. Her reasoning was- how would they know I wasn't getting the proper speed if I didn't call? My original call was never about the speed, it was by chance the technician noticed this error when helping me connect my TV to the WIFI. I was so update after the call I failed to get the ladies name. I told her I wanted to cancel and without hesitation she provided a cancellation number. I am due a refund for the difference in packages that they have been charging me all these years. This is not my error or my fault and needs to be addressed.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the Fios internet account was listed under the name of *** not ***. Our records indicate that back in September 2017 an order was initiated to upgrade the Fios internet speed from 50/50 to 75/75. On July 19, 2020 Mrs. spoke with a Frontier Technical Support representative that informed her that she was provisioned for 50/50 instead of 75/75. The July 13, 2020 bill total amount due was $68.98 due by August 6, 2020. The Frontier internet account was disconnected effective August 6, 2020. A Closing and Final bill will generate to ensure all charges and credits are posted to the closed account. On August 11, 2020 credit in the amount of $68.98 was issued. This credit posted to the August 13, 2020 billing statement. The August 13, 2020 bill reflected a $5.00 Fios debited discount combined with the credit of $68.98 generated a credit balance of $63.98. An additional credit of $330.00 was issued for the difference billed from September 2017 to June 2020. Please allow 1-2 bill cycles for credit to post to the account. The bill cycle date is the 13th of the month. Once the September 13th bill is accessible, I review and initiate a manual refund request to her requested address. Be advised if the refund generates automatically, the refund will process to the name and address on the account and may take up to 90days. Please note that credit balances on final accounts will initiate a refund in 2-3 billing cycles after disconnection. Please allow up to 90 days for receipt. Mrs. has my direct contact number should she require further assistance regarding this issue. On August 17, 2020 I relayed the resolution to Mrs.. During this contact, Mrs. provided the following address to mail her refund: 10833 Valley View Street, Suite 220, Cypress, CA 90630. I advised Mrs. that I would follow back up with her once the Final bill generates.
We apologize for the inconvenience this matter may have caused. We trust this information will assist you in closing this complaint.
Sincerely,
Stacey M.
Customer Relations Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Thank you very much!
Regards
Frontier had a known service outage in my area from Tuesday August 4th 2020 to Monday August 10th 2020. I contacted them concerning a discount off of my bill, for the time they couldn't give me service. I was told that the best they could not offer me a refund, and told me that they had no "record of any outage" even though they told me twice (the previous TWO DAYS) that there was a massive outage.
Thank you for referring the
complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
states that there was a known outage with Frontier services in his area
from August 4, 2020 to August 10, 2020; however, he is now being advised
that there are no records of a known outage.Mr.
is requesting an adjustment of $70.00 for the outage.Frontier has investigated the above
statements and offers the following response:Frontier advises that there
are no service alerts showing on Mr.’s account indicating that
his services were effected by an outage in his area. There are no records of
any repair tickets being issued on Mr.’s account in the month of
August 2020.Frontier advises that a
courtesy adjustment in the amount of $48.03 was applied to Mr.’s
account on August 10, 2020 when he contacted Frontier to advise he was out of
service from August 5, 2020 to August 10, 2020.Frontier advises that
several attempts were made to contact Mr. to discuss this issue
further but was unsuccessful speaking to him further.Frontier has mailed Mr. a letter with direct
contact information if he needs any further assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result
of the above matter.
We lost our internet service on Sunday, August 9, 2020 at approximately 1:30 am. We had a tech appointment scheduled for Monday, August 10th between 1 and 4pm. The wonderful contracted technician came at 7:30 am on Monday. He did not know why our service was out. He called in to Frontier where he was met with a horrid woman. She was not only rude to the tech but also myself. She then told the tech that there was nothing she could do and he should leave. He refused to leave before getting us some kind of service. After he left, I called in to find out what was going on since our service was horrible and see what the issue is. I was on hold while she "checked" our account. I was on hold for a total of 55 minutes before I was disconnected. I waited 30 minutes before calling back, figuring they would call me. Then this time I was on hold and working with a tech for 1 hour and 43 minutes. He schedules another tech appointment for Thursday August 13 between noon and 4 pm. As he was trying to fix the issue he did something to where our internet doesn't work now at all. We pay over $90 a month and have been running at 10 mbps. This is completely unacceptable.
Frontier
CommunicationsThank you for referring the
complaint of Mr.
*** to our office for
review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr. states his Frontier service needs
repair.Frontier has investigated the
above statements and offers the following response:Frontier advises we spoke with Mr. on August 13, 2020 and he confirmed all his service are working properly.Mr. presented no further questions or concerns and has direct contact information for the future.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has
experienced as a result of the above matter.Frontier Specialist: Richard S Department:
Executive Relations
They advertised that the service will offer about 3Mbps of speed, but in truth it is about 300Kbps (1/10th of the speed).
I've requested a cancellation and full refund ($113.77) within 5 days of installation, and they refused to give any refund.
Frontier
CommunicationsThank you for referring the
complaint of Mr.
*** to our office for
review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr.
advises he was dissatisfied with his Frontier service and is requesting to
credit his account to a zero balance. Frontier has investigated the
above statements and offers the following response:Frontier advises we have not been successful in our attempts to reach Mr.. Frontier advises as a customer courtesy we have issued a customer courtesy credit of $34.70.Mr. has direct contact information for the future.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced
as a result of the above matter.Frontier Specialist: Richard S Department:
Executive Relations
Account: ***-5
Billing period: 07/16/2020 to 08/15/2020
Service cancelled on: 07/27/2020
I received full bill $182.46 instead of prorated bill for 10 days.
Frontier CommunicationsThank you for referring the
complaint of Mr.
*** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** is disputing his bill for services with Frontier. Mr.
*** states that he was billed for ten days of service after he disconnected
service with Frontier on July 27, 2020 and requests a refund. Frontier has investigated the above
statements and offers the following response:Frontier’s
investigation found that an order was issued on Mr.’s account to port his
services to another provided and was completed on July 27, 2020. Frontier records
indicate that a bill generated on Mr.’s account on July 16, 2020 billing
him for services from July 16, 2020 through August 15, 2020.Frontier advises that
credit was applied to Mr.’s account for services billed from July 27,
2020 through August 15, 2020 in the amount of $131.75.Frontier spoke with Mr.
*** on August 18, 2020 to advise. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
I ordered internet service for my son which he was unable to hook up/install since he didn’t have a home phone jack. Although they scheduled an appointment with us to come install, they no-showed (due to Covid?). I had to find an internet carrier that would work so I called to cancel. We never had service from Frontier! After numerous phone calls from me to them, explaining to new people every month the situation, they have failed to remove the charges for service and have sent me to collections. Please help!
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
*** states billed for account not able to be connected.Frontier has investigated the above statements and offers the following response: Frontier advises account was reviewed and a credit was applied for the services not used.
Frontier advised *** of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
When I signed up for Frontier services I was told twice, once by the salesman and once by the installer, that I could use my own router and not be charged a monthly fee for a new router from Frontier. After I received my first bill, I phoned Frontier and was told there was no way I could have either the $10 monthly fee or the $9.99 equipment delivery fee removed from my bill. I feel I was lied to and was the victim of a, "bate and switch" having been told there would be no charge if I used my own router and billed anyway. I was also told to "wait until December and call back" and a law they have to comply will goes into effect, then they would take it off but, I would not be compensated for the $60.00 it will have cost up to that point.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Ms. is disputing her bill for router services from Frontier. Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment. Frontier is working to comply with the Television Protection Act of 2019 that is scheduled to go into effect on December 20, 2020. If you believe you are being charged for equipment you do not need, please contact Frontier after December 20, 2020 for more information.
Frontier spoke with Ms. on August 10, 2020 and reviewed the above, also applied a one time courtesy credit of $ 9.99 for shipping.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
A technician was scheduled to come to our residence to fix the internet which did not work at all and the interference in our phone line. The window we were given was 1pm-5pm, the tech showed up early, knocked and left without contacting us. He did end up coming back and stated the issue was outside of our home. He left around 6pm and there was no improvement to our service. A tech came the next day but never contacted us and closed the ticket stating we were not home (which we were). At this time our phone was no longer working at all and our internet was still not working. When I called to ask why this happened they blamed us and said it would be another week before another tech could come out. We put our plans on hold so they had their window of time and they didn't fix anything, but made it worse. Now we have to waste at least another day waiting for them to fix the issue. They are our only option for internet and with the threat of e-learning for our child this is unacceptable!!!!!!
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** advises that he has been experiencing intermittent speed and connectivity
issues with his Internet service from Frontier.Mr.
*** advises that the technicians missed an appointment when he was home.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitation of inside wiring and personally owned
equipment. Frontier
advises that the available Internet speed depends on the distance from the
nearest Frontier facilities. Mr.’s
location is over 15,300 feet from the nearest Frontier facilities. Frontier is providing the fastest Internet
speed that it can provide at this location at this time.Frontier
advises that it is continually working to improve its network and its
customers’ experience; however, Frontier has no specific plans for upgrades in
Mr.’s area at this time.Frontier
advises a technician was dispatched on August 7, 2020 and performed trouble
shooting on the access line and found tested clear and noted that he heard the
dog barking inside but had no access to the residence. Frontier advises a technician was dispatched
on August 12, 2020 and repaired an open cable wire in the pedestal.Frontier
applied a credit adjustment in the amount of $17.30 for the time out of service
and $25.00 for the service performance as a courtesy to Mr.’s
account. Please allow 1 to 2 bill cycles
for the credit.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information and
provided direct contact information via email and voicemail messages.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
***
The problem was not intermittent connectivity issues or speed although those are frequent. The issue was NO internet at all and interference on the line. Also the tech did not attempt to contact either of us on August 7, 2020 because we WERE home with our 3 children. The open box they are speaking of on August 12th was left that way by THEIR tech. The problem is FINALLY fixed, but that does not excuse the poor customer service and repair efforts of Frontier. With remote learning becoming a sure thing in the near future, you would think they would try to do everything in their power to improve their services, but instead they make excuses! If they weren't our only option we would have left them years ago.
Thank you for referring the complaint of
Mr. *** to our office for review. We appreciate Mr. for bringing
this matter to our attention.According to the complaint:Mr.
*** advises that he has been experiencing intermittent speed and connectivity
issues with his Internet service from Frontier.Mr.
*** advises that the technicians missed an appointment when he was home.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitation of inside wiring and personally owned
equipment. Frontier
advises that the available Internet speed depends on the distance from the
nearest Frontier facilities. Mr.’s
location is over 15,300 feet from the nearest Frontier facilities. Frontier is providing the fastest Internet
speed that it can provide at this location at this time.Frontier
advises that it is continually working to improve its network and its
customers’ experience; however, Frontier has no specific plans for upgrades in
Mr.’s area at this time.Frontier
advises a technician was dispatched on August 7, 2020 and performed trouble
shooting on the access line and found tested clear and noted that he heard the
dog barking inside but had no access to the residence. Frontier advises a technician was dispatched
on August 12, 2020 and repaired an open cable wire in the pedestal.Frontier
applied a credit adjustment in the amount of $17.30 for the time out of service
and $25.00 for the service performance as a courtesy to Mr.’s
account. Please allow 1 to 2 bill cycles
for the credit.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier communicated the above information and
provided direct contact information via email and voicemail messages.Frontier’s
position remains the same. Frontier
apologizes for Mr.’s experience with his time out of service and has
applied the appropriate credit. Frontier
apologizes for Mr.’s experience for the service performance due to the
missed commitment and has applied the appropriate credit. Frontier communicated the above information
via email and will continue to work with Ms..We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
I have had this internet carrier for a year because it currently has the most comfortable monthly pricing in my area. I currently run an online business for which having a constant internet connection is a must. For many months I've been having problem with the internet, usually I don't have internet, I frequently have to call customer service and they always give me the same solutions that only work for a couple days. There have been days in which I have lost internet connection and nothing is done. We have called customer service and they say there working on it. The problem is about 2 months it started to get really bad. I only have one device connected to the internet and on the plan I purchased it says I can have up to 4. For the past month, every time I call customer service they all ways tell me there is a shortage in my area. Recently they removed the customer service call line. It is now a a simple voice message telling the customer that they're working on it. I think that at this point it's insulting and quite degrading. They haven't responded to anybody's calls, they dont five the customers the support they need and on top of that they don't even have a way for the customers to ask for help. I have not had internet for 5 days. That's 5 days that I have had to resort to coffee shops and libraries to continue running my business. It is frustrating especially since I pay a monthly bill that is supposed give me the satisfaction that I will have reliable internet for the rest of the month. My biggest problem is the lack of service and customer attention that this company has been giving. They don't comply with the sevices they promise, they don't respond to customer complaints, they don't help customer's needs and they don't fulfill the promises they make on their ads and on their website. However they still charge the full amount every month. I pay for a month of internet and so far I haven't internet for five days. That means I had mediocre internet for 3 days this month and quite frankly I think it's disrespectful and insulting for them to not respond and not stand by their word. The fact that I have to sit here all day completely unsatisfied with their service, and still have to pay them at the end of the month is ridiculous. It's completely unproffesional, unsatisfactory and undeniable that they are taking people's money and not providing the service they have promised. The money that is payed is not only for internet, it's for the customer attention, it's for the infrastructure that goes in to making sure that the internet is running efficiently in the area. If I wanted mediocre internet, I would have asked for it. They're response to customer complaints has felt like a fascist party telling it's citizens to be quite and take it in. They have obligated their customers to accept the fact they are not going to fulfill the customer needs but are more than happy to take the customer's money. It is unfair for a company of this magnitude to go around providing services the way they do
Thank you for referring the complaint of *** to our
office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr. advises that
his internet service from Frontier has been out for the past five days. He
would like his service to be restored and to have a credit issued to his
account for the days he was without service.Frontier has investigated the above statements and offers the
following response:Frontier advises that Mr. was part of an area outage
affecting multiple customers. A repair
ticket was set up on August 10, 2020 so that the customers impacted by the
outage could have their services repaired.Frontier spoke with Mr. on August 12, 2020 and confirmed
that his internet service resumed working during the evening of August 11,
2020. He was advised that a credit has
been issued for the days that he had been without service and was satisfied
with the resolution.We trust that this information will assist you in closing this
complaint. We regret any inconvenience
that Mr.
*** may have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. Mark was very helpful and extremely attentive to resolving the issue following up and checking if everything was being handled correctly. I appreciate his help and his response to this matter. He was very proffesional and kind. He proved that matters like these can be solved and gave a great representation of how frontier employees should handle customer service interactions. Extremely thankful for his help.
Regards
I live in Riverside California. Someone opened an account under my social security account. I called their collections department see if they could remove it from my credit. They refused to remove from my credit. They told me they will mail fraud package, I have been waited over two weeks for fraud package. I called again, the customer representative said I will request again, I still haven’t received it. It’s been over a month. They don’t even have my correct name.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing an account as fraud. Frontier has investigated the above statements and offers the following response:
Frontier advises the account I question was flagged and a Fraud packet to be sent to Mr.. The packet with need to be filled out as instructed and returned with a police report for review.
Frontier spoke with Mr. on August 10, 2020 and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I pay over $60.00 monthly for just one line of internet service. In the last month alone I’ve had to call customer service to get my internet working at least 4 times. The last time that I called the customer service rep was rude, and treated me like I was the one making mistakes. I awoke this morning to use my internet, and it went out again. So I tried chat this time and I was on chat for over 2 hours. The service rep that I was talking to was rude, and blamed every issue with the service on me. It’s already frustrating having to constantly work on my service, and then getting ahold of someone that has an unprofessional attitude, and places all the blame on his customers is very discouraging. I have had this service for years and I haven’t missed a bill. I feel like I should be respected more, and for the amount that I’m paying when I have more issues than I do internet, it’s a real issue.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Our records do not reflect that Mrs. contacted our Repair department in 2020 to report her internet was not working. On August 10th and 13th, 2020, I left messages for Mrs. and provided my contact number.
It is imperative that we speak directly to Mrs. so that we may adequately address the concerns outlined in her complaint.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
I was a consumer for a number of years and I was paid up to date. I spoke with a representative prior to switching providers and made sure I was paid for services provided. I was told when I switch providers I did not owe anything. I received a few bills and spoke with a number of Frontier representatives and at the end of hour long conversations they all stated I did not owe any money and to disregard the bill. Now I received a letter from a collection agency
Frontier has investigated the above
statements and offers the following response:Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle.Frontier advises Mr.’s billing cycle was the 17th of the month.Frontier advises Mr. contacted Frontier on February 10, 2020 to place a disconnect order due February 14, 2020 and was advised of one time disconnect order fee of $9.99 Frontier advises the last payment received to the account was on January 3, 2020.Frontier sustains the balance due to Frontier is $272.08.Frontier spoke with Mr. on August 7, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that ***
has experienced as a result of the above matter.
Frontier Communications falsely stated that they provided internet, WiFi services at my apartment complex but once the technician arrived he inspected the property and clarified that they are unable to provide internet at my location. After attempting to close the account immediately they claimed they will proceed to charge me. Charge me for what? I never got internet services and I sent the modem box back after only a week.
I need them to stop sending the attached bill to collections.
Thank you for referring the complaint of
Ms.-*** to our office for review. We appreciate Ms.-*** bringing this matter
to our attention.The Complaint states that:Ms.-*** advises she has a billing discrepancy with Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises we have issued a full credit for the billing due to Ms.-*** was unable to use service at her location.Frontier spoke with Ms.-*** on August 10, 2020 to advise of the above information. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms.-*** has experienced as a result of the above matter.
I am currently working from home, Frontier is quoting me 3 days before a technician can come out to review my devices on why my internet is not working. I am out of work for three days and Frontier refuses to compensate for time missed on the bill. These people are the worst internet provider I’ve ever had and their customer service provides no solutions.
I wish there is an option for zero stars. I don't have any other option except the Frontier at my move in address so I'm at the mercy of Frontier. I paid for the service online and I called to reschedule my installation schedule. I tried 3 times and each time its more than 45 min wait time and the agents keep forwarding to another department. The worst of all, one agent forwarded to the *** sales team and they started selling me their *** services. What is wrong with them. It is really frustrating to reach out to them for such a small request.
If you have an option other than frontier, just go for it. I don't recommend Frontier for the internet at all.
Landline has been down for 5 day. We were told it is a service repair issue at the main road. We have called several times each day and they told us 5 days ago that it would be fixed by the end of the day. That was August 2th. Still nothing, no answers, no updates, no phone. The manager has no answers either. We use our landline for reliable business service. This is not OK. We are missing out on business opportunities every day this line is down.
Thank you
for referring the complaint of *** to our office for review. We appreciate Ms. bringing
this matter to our attention.The
Complaint states that:Ms. advises her phone line is down and she
has not been advised when it will be repaired.Frontier
has investigated the above statements and offers the following response:Frontier
repaired an area outage on August 6, 2020, by replacing a backplane in our
central office. Frontier has issued credit for time out of service.Frontier
found no other repair tickets on Ms. Fox’s account history.Frontier
spoke with Ms. on August 10, 2020, and confirmed all service is working
again.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has
experienced as a result of the above matter.
My phone has been out of service since July 30 when I called for a repair. I was told it would be 4 days before a repairman was available. I was contacted by a repairman. And told there was damage to the cables and boxes on my road and he would put a work order in for repair. I called again on aug 4 and was told no work order was placed and it would be aug 17 before a repairman was available I live alone in the country and I find this unacceptable. To be without a phone. I pay my bill on time like they request and their service is terrible. I have been without phone service over 2 weeks which is far to long.
Frontier has investigated the above
statements and offers the following response:Frontier received report of line out of service and dispatched a technician on August 7, 2020 whom isolated and repaired faulty pair.Frontier issue appropriate credit for the time out of service.Frontier spoke with Ms. on August 11, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has experienced as a result of the above matter.