Frontier Communications

Back around Nov 3 I tried to transfer my internet to my new address. Some how it transferred into my husbands name at the new address. Back and forth for two months on where the new equipment was, when they were going to cancel the old account. Charging me at the new address before we ever got equipment. I paid for internet up to Dec 31, 2019. I have called multiple times and still the had not shut off the internet at the old house. Finally they shut it off Jan 31, 2020. I ask for no billing because they had this all messed up. I never heard anything else until today from a collection agency for Jan 2020 payment. I moved out Nov 26, 2019. My old account number is ***. I do not owe them anything. I have been on the phone multiple times for hours. I should not have to pay for their mistakes.

We had had service with Frontier Communications for the last 10 years, Before it was Frontier it was called *** Communications. We had a lot of problems with the change from *** to Frontier but those issues eventually were worked out. Everything was fine with our account for 3 years but about 5 months ago we started getting our Bill with only 10 days to spare. My wife kept calling Frontier to make payments and it just kept getting worse. Every time they would give us the run around as to why they were sending out the Bills so late and asked them to please remove the late payments. This thing has been ballooning out of control. Frontier has been very abrasive towards my wife. she tries to resolve the issue and make everything right but Frontier just keeps piling up Fees on top of Fees. This is ridiculous. I tried to Contact the Office of their President but I am just given the run around on it. I never had on issue with the Billing the issues were with Service. I just want Frontier to erase the late payments that have been provoked by their inefficient new Billing. We have perfect credit and I am afraid Frontier and their inefficiencies are going to destroy that.

On April 1, 2020 I contacted Frontier to inquire about their internet service. I was quoted a monthly price of $34.99, they said they have to check my credit for any past history with them. I agreed to the credit check, after the representative said that due to some past history on an old account I'm required to pay a $79 deposit which I agreed to pay. I was given an order number and told my service start date will be April 6, 2020. Later on April 1st I checked my bank account and had a charge from Frontier for $196.16, I called the following day to ask about that charge and was told I had a pending old balance of $120 and that it has been charged to my account, I was also told I needed to pay additional $75 to start the service. I explained to the rep that I was not made aware of this pending balance on my first call and I was not asked for permission to charge my account for an old balance. I also told them I filed for bankruptcy 2 years ago and all old debt was discharged. They said there is nothing they could do, they cancelled my order for service and never issued any type of refund. I got no service from Frontier and they basically took $196.16 from me. I have filed a dispute with my bank and they are investigating, it can take up to 90 day for the bank to finish their investigation.

I had internet & cable service for a month with Frontier. On 3/17/20, I called the customer service line and canceled my service. During that call the rep told me they would send me the boxes and labels to return the equipment by mail. I received the boxes and labels in the mail about a week and half later and I mailed equipment out to them the following day. On 4/18/20 I called frontier again because I never received confirmation that they canceled my account. When I called the rep told me I had never canceled the service and that they only have record that I upgraded. I told the rep it doesn't make any sense that I would return the equipment and keep paying for the service, and if I didn't cancel why did they send me the boxes and labels. The rep refused to allow me to speak to a supervisor. All the rep did tell me is that I owe $397 because my service has not been canceled and he hung up.

I had called Frontier ti set up service but then cancelled before it was set up. I have talked with Frontier multiple times over the phone to make sure that I would not get charged for service I never received. I was told over and over again that I do not exist in their system therefore I will not get charged. Never had an account number, never had an account. So far they have charged me for the set up service (which I never got set up) and now they are sending me to collections for another bill for service I have never had. I filed fraud against them with my bank.

They disconnected my mom's account ( she is 87 years old leaving alone) service during COVID 19 pandemic lockout without notifying that she is past due.
She barely survived the stress shock warring that she wont be able to get food tomorrow being disconnected from the world. It took me a lot of efforts to get service back and now they are charging re-connection fee instead of apologies.
They are going to kill people who are most vulnerable and depend on phone service to survive.

Frontier is the worst company to deliver Internet at all. DSL speed is all I can get for the past 10 years and it is most certainly not even constant. I have an old old router becase thats all that works with the snail speed. Futhermore there is no discount price for this awful service. I get charged in full the same price my friend in Ohio pays for 1 gig high speed internet. Waiting for *** Electric to come hook up the high speed so I can dump this awful company and their awful service. They don't even deserve 1 star but this site makes me put 1 down anyway.

I called Frontier TWICE before buying land to build our new home and was told by an engineer that YES we could have internet installed. I work at home for ***. Now being told it's not available. I work at home. There is no option to go to an office. I can't lose my job! I will be forced to engage an attorney if you won't install the lines for internet by August 2020.
New address to new construction (not yet built) is ***.

My phone is and my name is ***.
We have already closed on the land and home.
It's in your service area but no lines yet.
This needs to be resolved as you told me there was service!
Please contact me asap.
Thank you

I went on service providers list in our area to search for providers in my area. Frontier communications came up and I went up on their website (Frontier.com) to get a quote and it routed me to give them a call for pricing. I called and they gave me $39.99/month for 100/100 Mbps internet speed. They told me that internet INSTALLATION IS FREE OF CHARGE. I confirmed again that INSTALLATION IS FREE and they answered affirmatively. Moreover, I asked them for wifi router cost and they told me it's going to be free and included in your monthly cost. I set up account with them because it fit my budget and needs. Fast forward a week later, my internet got setup and I got a bill for $148.38 which included approx $86 for installation + tax along with $10/month wifi router wifi. I called and chatted with representatives on two different occasions asking about WRONG BILL and they told me that there is no notation in my account saying installation was free of charge. Moreover, they kept on telling me that I will get a call in 24-48 hours after inquiry into my account but I haven't received any call/email from them even after a week now. On top of that I have to pay bill because they will add late fee in to my bill. Please look into their actions and deeds and see how they are robbing their customers by making false claims.

I closed my frontier account as they had made false claims while switching my TV service and their upgraded internet service was not reliable. After cancelling, I returned both the TV box as well as Router. These were returned in December (UPS tracking Ids# for both confirmed the receipt of packages on 1/27/2020 at 10:03 AM). After bill settlement, they owed me $42.13.

Then in March, I received a bill and threatening letter to refer me to a collection agency for an unpaid due amount of $67.87. This was due to $110 charge for the router that they claimed to not have received. I spoke with a billing representative (James) on 3/20 at around 7:35PM Pacific Time who took information about the UPS tracking information and that he validated the receipt of these packages and has applied the credit for the router.

This week, I received yet another bill and a threatening letter that I owe Frontier $67.87. It seems to me that Frontier intends to gouge its customers as they have access to our credit. I may have to pay this amount to save my credit.

I have been having significant issues with my internet service for the past couple of weeks. My service was out, and when they got it running again, it was ridiculously slow. Then they supposedly changed the channel (or whatever it is) that my service was delivered on (again), it has been inconsistent. I was told it was my modem - I didn't have a Frontier modem. So I got that. No change. I was told that it was the speed of service I have on my plan, and that I should upgrade plans, as they had a number of higher speeds available. I tried to do that, and was told that 6Mbps is the fastest speed available in my area (which is absolutely ridiculous). Their website says that I can get DSL of up to 25 Mbps, and the nasty "supervisor" I spoke to at one point told me I can get 100 Mbps with FiOs (which he apparently doesn't realize isn't available in my area. When I told him that, he argued with me. Then he told me that they would have a tech coming out today and they would call me today to follow up. He said that the service ticket would remain open. That did not happen, and the website confirmed the ticket was closed. I have had subpar service the entire tenure with Frontier, but never as bad as the last couple of weeks. Every time you talk to them, they blame the consumer, despite an abysmal history of providing rotten service. The manager who insultingly told me that I could get higher plans despite information to the contrary, specifically told me that I would be getting a credit for the service issues. I'm skeptical that will happen. I've dealt with Frontier chat, and phone, and today I was again told that it was an issue with the line (which has repeatedly been diagnosed). He said that it appears to be an issue with the line from the pole to my house (which is what I've asked them to test for the last two weeks). I am completely frustrated with this. I have wasted far too much of my time and energy with them. Latest confirmation number for the service call is ***, The tech support rep I talked to today said that the highest speed plan available in my area is 18 Mbps (yet another different answer), and what I actually get depends on my distance from the terminal. I'm in Torrington, not the outer ring of Saturn.

I recently discovered that Frontier has since the time of installing my service, been simply running an cable through the woods around my property instead of burying it underground per what they said they had done. They buried PART of the cable near the house so I wouldn't know. They claim that it would have no effect on my internet speed or service when I called them. I live in rural Minnesota. That cable would be exposed to elements, animals, downed trees as well as be a hazard for me and my family not knowing it was there. I found the cable today looped 20 feet up in places through the woods and in places running under downed trees and then back up into the branches leading me to wonder what they actually did 3-4 years ago when I first got the internet here. I have taken pictures of the cable and documented the problem with Frontier. I will be contacting the local small newspaper to see if there are other stories like this in my service area.

When signing up for Frontier back in August of 2019, I was promised an incentive that upon signing up for their internet services, I would be receiving a $100 gift card and a 1 year *** subscription. After calling a couple weeks later to inquire about those incentives and when I would receive them, I was told that we had to wait a 3 month period first which was not explained to us at the time of signing up. I waited to call back after that 3 month period and was then told that they would send me an email with a link at that very moment for the *** subscription and that the $100 gift card would be coming in the mail by the end of the weekend. That did not happen. I called back 3 more times and was told by various representatives that either these incentives would be mailed out or that they were already on their way. It is absolutely unethical and irresponsible to gain customers through incentives that are not fulfilled. It is 9 months later and I still have not received either the gift card or the *** subscription. I am beyond appalled at the lies and misinformation.

On 4/17/20 I called Frontier to inquire about canceling my cable and keeping my wifi only. Initially the representative told me I would have an early termination fee of $240.00 or I could wait until 10/19/20. My bill would go from $141/month to $88.99/month + taxes just for for the wifi service only. He initially quoted my $35.00 for wifi only so when I asked him what happened with the $35 you mentioned he said that he didn't say that, that he said $75 then I said "well what happened with the $75", he said he needed to calculate other charges. I did ask to speak to a supervisor during this conversation, he said he was waiting for someone to come on. Then he came back on and said the supervisor said there's nothing else he can do. I asked to speak to the supervisor again he stated the "What's your question, I need a legitimate question for them". I said "I would like a better explanation and let them know I'm not happy!"Finally a supervisor by the name of "Dale from Texas Site 2" came on, after explaining to him that an early termination fee during this pandemic was unethical and just not right he responded with "You signed up for this service under a contract and that's what you have to pay!". I asked for a different person (his supervisor) he stated that he was NOT obligated to give me that information. I asked for an email, a telephone address, anything? He said no. I don't think that ANY company should be asking or requiring their customers to pay an early termination fee or obligating them to ANY contract especially during this time where people have lost jobs and are just trying to get by!! This is so unethical and just not right! I can't imagine all the bad credit that customers will have after all this because of businesses like this.

I was qua rented in New Orleans, Launder a stay at home order by the state. Frontier terminated my service for non-payment - even though I made a payment right away when I became aware of the situation.

I closed my account with Frontier in November 2018. Two of their representatives (2 separate calls) told me their equipment did not need to be returned. (It was 4 yrs old, original *** equipment, no longer worked well, so this was not a surprise.) I dropped it off at a local cable dealer in December. Frontier initially billed me an additional $125 for past due service which I at first thought in error but then paid. No sooner paid than in March they added on $225+ for the equipment, four months after I closed the account! I tried to resolve it with them by phone and letter, spending many hours. One of their employees even admitted they were at fault, but said he was powerless to credit a closed account! They then sent this to a collection agency. I previously had excellent +800 credit scores, and now my credit is poor, 670, due to this one collections item with Frontier. I've been told I can't get a loan with a single item in collections on my record!

never actually received service because install took over 3 weeks and service wasn't as advertised and described. They sent me a bill and when I talked to them they told me not to worry about it and they would erase the bill. Then months later they re-sent the bill. I called when I received this bill days before the due date and the sent it to collections the day before wich was weeks before the due date. Now its on my credit report and I've never even had their service. They are scam artist. If they can't give you the service they advertise why would I want it and why would I pay them if I've never even used their service

I have had several terrible experiences with customer service including the retention dept. Any issue I have ever had that required a call has resulted in much time or talking to several people. What I am told by one agent becomes invalid and not able to be found or when my bill arrives, it says something different than what I am told. For the last 6 months or so I've finally been able to just receive a correct bill and pay it without having to call Frontier about something. Now that my promotional pricing is about to expire at the end of the month, I called (something I was told to do in previous disputes since I was overcharged and had huge difficulties getting re-imbursed) before my promo pricing expired to see if I could get it extended or see what other deals were available. The young lady I spoke to on 4/4/2020 told me she found a better deal than what I was paying but couldn't apply it to my account earlier than 20 days before my promo pricing expired (on the 30th). She said she would make a note in the system for and that I would have no problem calling back mid-month to get it applied to my account because it was a save rate/loyalty rate, not a promotional pricing so the price would always be there. My experience should have screamed red flag. Fast forward to today (4/16/2020) when I call back for that promise and I'm told by the account manager, Christine, and Scott, her supervisor that they can't find the price and there's nothing they can do and that my pricing hasn't even expired yet so maybe call back. I expect an ethical and good company to uphold deals and things that their representatives say. However, it seems like Frontier, from the very beginning, doesn't care if they lie to customers, treat them like they don't matter, waste their time, and give them the run around. I cannot believe the lack of integrity and lack of credibility at this company. I'm at a loss on how to know when or if I will ever be able to accept a representatives' words. I've even tried to have them email it to me. I am unable to see the notes they make in the system. And apparently it doesn't even mean anything actionable other than a way to record keep. There needs to be a way to hold this company and their employees accountable.

On 04/03/2020, I made a phone call to Frontier Communications due to slow and interrupted internet service. The first person I spoke to was Henry. Henry tried to troubleshoot our issue and ended up causing our internet to not work at all. He said we had a modem issue and he would be sending out a replacement modem. He then disconnected the call. I called back immediately and spoke to Rebecca. Rebecca fixed our no internet access caused by Henry and then agreed that she would ship out a new modem, especially because Henry did not put an order in to replace our current modem. She informed me that she would be shipping me a D22E modem and this would help our issues with slow internet since it is a new modem. On 04/14/2020, we still has not received the promised modem. On this day, I called and spoke to Miguel T. He stated that he could not find where a replacement modem was ordered and he would set up a modem replacement. He then transferred the call to Chelsey, manager in the retention department. She promised that she would send out the replacement modem with overnight shipping and that we would receive it in 24 hours. On 04/16/2020, we still have not received the modem, all while still having slow internet and my son not being able to do his required homework for e-learning for school. I called Frontier and spoke to Lynell w with customer service who then transferred me to Guadalupe, supervisor in technical support. She informed me that it would take 5 more days to receive the modem, but she would try to escalate is to the highest department to get the modem to us quicker since we started this process on 04/03/2020 and it is now 04/16/2020. She then was able to get it to receiving it in 4 days. Then final decision was that the modem will be shipped and will get delivered in 2 days. Today is Thursday, so this will not be delivered until Monday. We have been customers of Frontier since 2004.

I have been trying.......for two months to get wifi setup at my new residence.....I signed a lease for Feb 1, 2020 and went to get wifi as Frontier was the only company with wifi "speeds" fast enough (hardly) to support my home's internet usage. I tried to make an order online for wifi but it wouldn't work. After many failed attempts with the phone lines, I spoke in a chat about it, asked them to remove the fee for a tech to come (as I didn't think it was necessary and it's more expensive than I want to pay), they said there was nothing they could do to do so. Consequently, I proceeded with an order through the chat for wifi and scheduled an appointment for 4/3/2020 afternoon to have a "Tech" come out to see if anything needed to be setup for the residence......nobody came!! I called on 4/3, and after being spoken over and sent around to several people, no one knew why that happened and said they would just send a router to the house and give $25 credit to next month's bill (but I would have to call with a case number for the following 2 months for $25 credit to make up for the total $75 fee...)..... I also asked them to send a verification email as I've also been unable to access my Frontier account since the moment I made it. They said "it will come, just wait a moment.." ..I kept mentioning it hadn't come and they said "it will come eventually." and then they hung up....No router arrived at my residence and no email arrived in my inbox.........I just tried to call them again 4/16/2020 and spoke with someone who couldn't find any information, tried to get ahold of tech support for me, and after waiting for 10 minutes, someone answered....but I could barely hear them, voice breaking up and very quiet (my volume was all the way up, I kept trying to turn it up more)....eventually there was no sound and no response for 5 minutes.....at which point I had to hang up. I can't even cope with trying to call them again because of the stress this has caused. I've been trying to move into this residence and am currently thankful to have another right now, with functioning wifi, but am going to be required to leave this place on 4/29/2020 and still don't have wifi. I am blessed enough to even have a job right now but am working from home....which I need wifi to do.