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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We pay 76.99 a month for high speed internet, we can only receive 1. mg speed yet for pay for the service FRONTIER is not providing any where near a decent speed. I have called and tried to resolve this issue but they are unwilling to either discount the poor internet speed or make the internet speed any better. We should be able to receive the service we are paying for. We have been loyal customers since 2006.
Frontier CommunicationsThank 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 that she has been experiencing intermittent speed and
connectivity issues with her internet service from Frontier and is paying $76.99
a month for internet service and she would like to receive the speed or a reduction
in her monthly bill.Frontier has investigated the above
statements and offers the following response:Frontier advises that
internet service speeds are based upon many factors, including, customer
location, customer equipment, and Wi-Fi network interference. Customers speeds may vary over time.Frontier also advises that
the available speed depends on the distance from Frontier’s closets facilities. ***’s location is over 18,000 feet from
the nearest Frontier facilities. Frontier is providing the fastest internet speed that it can provide at this
location at this time. *** is
provisioned at 1.00M.Frontier advises that the
$76.99 monthly price is for a package for her telephone and internet services
and her bill increased because the promotional price ended on February 25,
2020. Frontier will reduce Ms.’s
monthly bill back to what she was paying previously for the next 12 months.Frontier spoke with Ms.
*** on April 20, 2020 and advised of the above and she is satisfied. Ms. has direct contact information.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.
Frontier locked me into a 2 year contract without my knowledge or consent. I never signed any contract. When the sales representative was selling me the plan on my doorstep he NEVER mentioned it was a 2 year contract either. I would NEVER have switched my cable provider from *** had I known it was a 2 year contract. Now Frontier wants to charge me $240 to cancel my home phone, cable and internet.
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 is not in contract and Frontier wants to charge
a $240.00 early termination fee after she cancels her service.Ms. advises she was charged after she terminated Frontier
services.Frontier has reviewed the above
statements and offers the following response: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. Frontier set a billing follow up to issue
a customer courtesy credit on April 21, 2020.Frontier spoke with Ms. and advised her of the above information
on April 2, 2020.Frontier advised according to our records Ms. is under contract and that her
early termination fee is $145.44.Frontier
issued an order to disconnect service on April 2, 2020.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.
On October 28, 2019 I called Frontier Communications to cancel my service because I was moving the next day. I asked that service be cancelled starting on Oct 30 because I wanted to have the internet to check weather on the morning of Oct 29 before our trip north. I remember that the man who helped me was pleasant, but it took a very long time to conduct the transaction. He said the computer was very slow that day.
After receiving a bill for service from 11/22/19 to 12/21/19, I called again on December 12, 2019 to report the mistake. The person I talked with said she didn't see a record of my cancellation, but that she would cancel it then. She gave me order number ***.
I called again on December 28, 2019 when another bill arrived. That time I talked with a billing specialist who saw the record of my call on Oct 28. She put me on hold and was gone a long time. I thought that she might have listened to the call. She said that since I had paid for the whole cycle during which I had received service (10/22/19 to 11/21/19), I did not owe any more money and she would request that the additional charges be removed.
Another bill arrived. I called on January 22, 2020 and once again a billing specialist saw the record of my Oct 28th call. She too was gone a long time. I thought that she might have listened to the call. She said that service had not been cancelled until Dec 16, after the Dec 12 call. She said that I might get some collection letters but that eventually it should be cleared up.
On February 21, 2020 I received the letter from an outside collection agency. I called Frontier again and was told the dispute had been resolved, but not in my favor on February 14, 2020. (They had not informed me.) I talked with them on February 24th and learned that they had ruled against me because there were no notes in the file from Oct 28.
It is not my fault that they did not cancel my service when I requested it!
I called Frontier again on February 25, 2020 and asked to speak with a manager. He said he believed me, but that it was out of his hands since it had gone to the collection agency. He suggested a 3 way call with him and me and the collection agency. The collection agency said they can't do that, so I followed their process, which was to have them investigate. I also sent a letter explaining the whole thing to them on March 10, 2020.
On March 26, 2020 the collection agency sent a letter saying they had checked with Frontier and that I still owe the money.
Frontier CommunicationsThank 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 called to disconnect her service on October 28,
2019, she was moving and already had new service at the new location. She got billed past that time and called
in December to discover the service wasn’t disconnected like she
thought. Now the account has been
written off and sent out to an outside collection agency and is showing a
balance due of $60.61.Frontier has
investigated the above statements and offers the following response:Frontier
found that there were notes on the account from October 28, 2019 that say
she called to disconnect service and the notes say it was disconnected.Frontier
has issued the credit to the account and has submitted for it to be pulled
out of collections activities.Frontier
spoke to Ms. on April 2, 2020 and gave her this information and she
is satisfied. 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.Frontier Specialist: Jacey D Department: Customer
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.
Regards
For three months now, I have attempted to have my bill corrected. Frontier would correct one item and then change another unrelated item to a higher price. I was told to pay my monthly charge minus a $20 credit Frontier was issuing to me. Frontier instructed me on what amount to pay. I paid that amount. The credit was never issued and I was charged $9 for not paying my bill in full.
-1 stars. Absolutely terrible. Sad part, they don't care.
I had an appointment set up for March 28 between the hours of 1-5 pm for a technician to change my internet service. On Friday, March 27 at about 10:00pm my internet service went down. Since I was expecting a technician to upgrade my internet on March 28, my internet remained down the entire day of March 28. I called a couple of times asking if the technician was coming to my house. The response was that he was working until 8:00 pm. He did not come to my house or did I receive any notifications regarding his actions. When I called again at 8:00 pm, customer service had closed. I called technical support and they restarted my internet at about 10:00pm. I called again on March 30th and I was given another install date of April 1 between 1-5 pm. Again my internet service went down on March 31 at about 10:30pm. Again I was down all day April 1 waiting for the technician to arrive. At about 4:00pm, the technician had not arrived, so I called technical support to restart my internet service, which they did. He called the customer service to ask if the the technician was going to come to my house and he said that I had to wait to 5:00 pm. The technician did not call or tell me that they weren't coming. Again, at 5:20pm, I called customer service. They told me that I had to notify the technician when was a good date for them to come put. I have never heard of the customer calling the provider to verify a service date. I had to schedule another service date for the third time It was rescheduled for April 7 between the hours 8-12 am.
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.Ms. advises her phone service was not working properly.Ms. advises she is disputing the cancellation fee assessed on the Frontier bill.Frontier has investigated the above
statements and offers the following response:Frontier advises an appropriate credit was issued for the phone outages.Frontier advises the early termination fee assessed on the Frontier bill was for cancelling the internet service which was provided by ***. Ms. has contracted *** through *** and still has the service. Frontier advises we have issued the appropriate credit for the termination fee.Frontier advises the remaining balance covers *** service from February Bill and March Bill. *** will bill separately after the date of April 24, 2020.Frontier spoke with Ms. on April 2, 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.
Frontier is attempting to bill me for a period of service which they did not provide services. They made the process of leaving the company extraordinarily painful wanting to interrogate me and try to keep my business because they we charging me 100 a month for a slower connection and were offering new customers 4 X the sped for 40 a month. They refused to give me this price and then wanted to understand why I was leaving then they proceeded to attempt to charge me for an entire month of service that they didn't provide. They behave like a oligarchic monopoly and are attempting to bully consumers like me and it must stop now
Frontier CommunicationsThank you for referring the
complaint of Ben
*** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** states that he was billed for a full month of service even though
he ended his services earlier. Frontier has investigated the above
statements and offers the following response:Frontier’s investigation
found that Mr. called Frontier to disconnect his service on February 21,
2020, two days after his February 19, 2020 bill generated. A Frontier representative
issued a onetime courtesy credit to Mr.’s account in the amount of $64.72 on April 6, 2020. A Frontier representative
called Mr. on April 6, 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.Tell us why here...
We had to vacate the house for 6 to 12 months for remodeling duration and were advised to change to $9.99 monthly plan. a few months later we found out we had been changed $69.64 per month instead (from $131.28). We called in February and was told a remedy ticket had been issued and that refund could take up to 2 months. but I just called today and talked to a rep for a total of 1 hour 2 min. She could not find where we stood in the refund or remedy ticket process, so she requested another remedy ticket. We were only changing to the $9.99 plan a month because it seemed reasonable a charge for keeping the old number, which we really had no use for but for the sake of continuity. But since we moved out of the house and stopped using any services by Frontier, there was no reason for us to agree to pay anything more than the $9.99, such as the $70 a month bill by Frontier.
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 he
requested Stay Connected Seasonal Service for his Frontier Communications services
at a quoted rate of $9.99 while his home was being remodeled. Mr. states he
was unaware he was being billed a higher rate for months and called to dispute.Frontier has investigated the above
statements and offers the following response: Frontier has
reviewed the Stay Connected Seasonal Service order placed on July 22, 2019. Stay
Connected Seasonal Service customers may suspend their Frontier phone service
for a minimum of one month and up to maximum of nine months during a 12-month
period. Frontier Digital Phone Family Bundles with or without Broadband qualify
for Stay Connected service. FiOS video is not eligible for Stay Connected
service. Frontier has determined the Frontiers Sales Rep Chalsey did not advise
Mr. of this causing a billing misquote. Frontier has applied adjustment for
services for FiOS Local TV @ $27.50 for 275 days $252.08 + taxes; High Definition
Set Top Box @ $10.99 for 275 days $100.74 + taxes. Total $433.52 on April 2,
2020Frontier recommends
that Mr. contact Frontier Communications on or before April 21, 2020 to
restore his services as Stay Connected Seasonal Service will have reached
maximum limit of 9 months and he will be responsible for full service rates
going forward.We trust that this information will
assist you in closing this complaint. We apologize for 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.
I have reviewed the response and would have accepted the resolution. But when I went to my frontier account, I only saw a credit of 208.13. According to the response via Revdex.com, the credit was supposed to be 433.52. Please see attached screen print out. Regards
Thank you for referring
the additional concerns of Mr. to our
office for review. The additional concerns
state:Mr. disputes
adjustments were fully issued after viewing his Frontier Communications Online Billing
Account.Frontier has reviewed
these additional concerns and offers the following response:Frontier Communications
online billing system is not a live balance as some credits, although applied,
will not reflect until the next bill cycle on April 28, 2020. Frontier recommends Mr.
*** log into his online account and under Payment History, cancel the pending Automatic
Payment to prevent additional payment.Frontier would like to remind Mr. contact Frontier Communications on
or before April 21, 2020 to restore his services as Stay Connected Seasonal
Service will have reached maximum limit of 9 months and he will be responsible
for full service rates going forward. 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. Sincerely, Frontier Customer
Relations
I switched from Frontier Communications to *** 12/2/2019 for a variety of reasons (high price, poor internet speed, etc).
I contacted Frontier a week before the 12/2/19 date of transition. The rep I spoke with told me they already had my change noted in the system because *** notified Frontier re: the phone number transfer. I asked the rep if I was still under contract or had any billing issues to worry about and he told me "no." So Frontier had advanced notice of this termination from me and ***, prior to the 12/2/19 term date.
My next invoice received was for the entire month of December for $286. I called Frontier and explained I terminated services on 12/2. Why are you charging me for the whole month of December and not just 2 days? I was advised to wait another month because the system may need to catch up, realizing I termed with them.
I called a month later when I received another invoice for $286. I talked to a woman (I believe her name was Tina) in Frontier's billing dept who advised that somewhere in small print on my billing invoice, they state they do not prorate charges and she refused to help me. I asked to speak with her superior and she refused. I asked her to transfer me to a higher level manager and she refused. She told me there was no one I could speak with because this is Frontier's policy. I hung up on her and contacted Frontier's customer service and filed a dispute. Frontier was to get back to me in 3-4 months.
Instead of contacting me about the dispute findings, I received a letter in the mail stating if I did not pay $286, I would go into collections. They didn't have the decency to contact me and tell me they won the dispute I filed merely because of the small print somewhere in the bill that no normal person would ever look at or see. Even though I called them and asked specifically if there would be any billing issues with my terming services with them, they demand I pay this bill. Their customer service reps should be trained to handle that type of question and advise customers about this billing rule with terming service. I would have easily changed my term date with them to the end of December had they told me this information. And I told them I'd be happy to pay them for the 2 days of service I received. The billing supervisor would not budge nor allow me to talk to anyone higher than her level. I should not have to pay them the full $286 for a month of service I never received.
To avoid collections, I agreed to pay them $5 a month (which would take five years to pay off) after speaking with a collections rep at Frontier. They made me feel as if I had no choice. I have excellent credit and would not want this business to injure my credit rating. It kills me to pay them anything. I find their business practices very suspicious. I also think it was unfair that no one contacted me regarding the outcome of my dispute except to threaten me with collections.
Is this business run by organized crime?
Thank you for referring the complaint of *** to our office for review. We appreciate your bringing this matter to
our attention. According to the complaint: Ms. advises she was charged after
Frontier services were ported to another provider. Frontier has investigated the above
statement and offers the following response:Frontier bills services one month in advance except for long distance. Termination of service will be effective on the last day of the customer’s Frontier billing cycle. If the account is terminated after the bill date, the services may remain available through the end of the period for which the customer has been billed in advance. No partial month credits or refunds will be provided for services previously billed. In this case, the port request was received on November 21, 2019 and completed on December 3, 2019, which is 2 days after the bill cycle. As a courtesy, adjustments that total $281.00 has been applied to the account for the service billed after the port. This leaves a zero balance. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
I went to pay my bill via frontier phone app and it wouldn’t allow me to make a payment to avoid extra costs several times, when I finally called frontier to pay my bill because the app wasn’t allowing me to make a payment they are trying to charge a Convenience fee and they refuse to save the fee when the issue is on their end
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 trouble with the automated payment
application and Frontier is refusing to waive the convenience fee to make the
payment.Frontier has investigated the above statements
and offers the following response: Frontier
apologizes to Mr. for his customer service experience. Frontier is working on opportunities to
alleviate customer frustration related to customer support and technical
service.Frontier
offers a variety of payment options for customer convenience with no additional
cost. Please visit www.Frontier.com/pay-my-bill. Frontier advises
that a one-time payment through the automated system and/or consultant
assistance would experience a convenience fee. Frontier
attempted to speak to Mr. but was unsuccessful. Frontier advised of above information via
email.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.
Internet. Constantly bouncing. Will start buffering in the middle of a show, or in the middle of doing something that should only take a couple of minutes and, it will not get finished, or, we stop because of the frustration!
When we call technical support we are most always told to, reset the router!!! Do you know how many times our router has been reset???
I had to reset it, just to make sure it works, to write this!
When I contacted Customer Service, I was asked if I wanted to up grade,, for $10.00 dollars? SERIOUSLY? My response was, how can you make an offer to supply SIX more devices when we can’t seem to get one device to work? We work very hard for our money and every time I, we, have to stop what we are doing, get up, walk to the router and turn it off, wait ten seconds, then turn it back on, wait for it to reboot, an entire 1/2 hour is gone out of the day! It’s beyond frustrating!
And we’re still paying full price for the crappiest service out there!
I complained about this back in January, and still nothing has been done to make the service better or make us feel better about it!
The Complaint states that:Ms. advises
that she has intermittent speed and connectivity issues with her Frontier
internet service. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.Frontier advises that upon review of Ms.’s account, there is no repair ticket history to indicate an ongoing issue with her Frontier internet service. Frontier advises that despite our best efforts, we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
Company did not explain all disconnection charges at time of cancelling services. I cancelled 3 days into billing cycle due to selling home. They charged for the whole month instead of prorating it. The customer service when you call the call center is miserable and in accommodating especially since where I moved does not allow frontier service. I want my money at closing back due to failure to include all close out information.
Thank you for referring the complaint of
Mr. Getz
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. advises that he has a billing discrepancy with Frontier.Mr. advises that he was not advised of Frontier prorating policy when disconnecting. Frontier has investigated the above
statements and offers the following response:Frontier advises as a courtesy to Mr. a credit was issued. Frontier advise the policy can be seen at Frontier.com/termsofservice and is printed on each bill copy.Frontier spoke to Mr. on April 2, 2020 and advised of the above.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.
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
My frontier bill includes a charge for a Wifi Router. I am not using their router. I am using my own router. They are still charging me $10 a month for this. I believe this is unfair as they are charging me for something they are not providing me.
I have called up customer service multiple times and they tell me its a company policy. I don't believe its a fair policy.
Thank you for referral the complaint of *** to our office for review. We appreciate the matter being brought to our attention.
In the complaint *** expressed concern regarding her Frontier bill including a charge for a WiFi Router, even though the Frontier router is not being used.
Our records indicate the customer installed FiOS Internet 500/500 with a monthly fee of $39.99. The customer is also charged a $10.00 WiFi Router fee each month. This router fee is a required charge applied to all internet service accounts.
“The Frontier Wi-Fi Router is Frontier approved equipment to be used with our internet service and specifically designed to work with Frontier’s Network. Upon installation of Frontier Internet Service every customer will receive a Frontier Wi-Fi Router regardless of the Technician installation or Self Installation. After the successful installation of internet service, customers may choose to attach a Third-Party router. Frontier will not support or repair non-Frontier routers. Frontier’s advertising and residential internet terms and conditions make clear that our service includes equipment charges, such as the router charge”. “Frontier technicians who install internet service are required to install a new Frontier router at time of installation regardless of customer having an old Frontier Router, or a Third-Party Router”.
This is standard billing for Frontier Communications. The customer has the option to use a third-party router; however, the Wi-Fi router fee is $10.00 and will be billed to the account each month. As a courtesy, the first month $10.00 charge for the router has been credited. A recurring credit adjustment of $10.00 will be applied through June 2020, unless otherwise noted.
We sincerely apologize for the inconvenience this matter has caused. Should the customer wish to discuss this matter further, I can be reached at EXT 111-3143.
Sincerely,
Felicia T.
Executive Customer Relations
FRONTIER COMMUNICATIONS
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
First, if you're reading this and are currently an internet customer with this farce of a business, download a speed checker. I was paying for the 50 package and getting the 25 package. My average maximum speed was below 30. My internet kept going down every month and no one seemed to know why, but then a tech said maybe I'd do better with a lower package. That's when I started doing some research. Their lines couldn't even carry the package they sold me.
I'm in rural South, but when you've called for a tech EVERY month, sometimes twice a month, and have to wait a week and a half to two weeks for it to be repaired, it gets REAL old REAL quick. The tech guy said, after I complained about the continued service problems, that I was getting better service than customers just a couple miles down the road, as if that would be a consolation. So this went on for nearly a year before I did my research.
The lines lose their signal over distance. I was too far away from the point of distribution to get the 50 promised speed. That was the main reason my service kept going down every month, every little flicker of electricity and it went down because the pairing couldn't link up at speed. When I ran my speed tests several times a day for an entire month and saw the truth of the matter, I downgraded to the 25 package that was really all the lines could manage anyway. I asked to be credited the difference between the packages for all those months and asked for adjustments for all the time I went without service. They only gave me a partial credit. I decided to ask one more time, and proceeded to have it all disconnected.
This is where they will get you. Insist on getting a confirmation number or they will charge another month and swear you never asked for disconnect. They will lie, cheat, and steal, for as long as you're involved with them. I'll NEVER recommend them, and will be making a LOT more posts like this one.
Check your speeds. When you see you're being done wrong, also, call them up and let them know I'm living up to my promise to share my experience.
Frontier Communications advertise "high speed internet" defined as 25mbs. However they provide less than 1.5mbs. They are not, by definition, high speed internet. They were sued in the state of West Virginia several years ago, never made good on the orders they were given by the courts. They hold a monopoly on the area, many people who paid for higher speeds had their service and speeds cut from higher speeds agreed to on their contracts to the less than 2mbs without knowledge of the change and no price changes. They will have ever tell you their lower service is due to an issue in the lines that they are working on but this is a lie. In the times we are in now with Covid19 and the stay at home orders, something needs to be done. MUCH Faster speeds of at least the 25mbs, upkeep on their lines and service, and above all they need to hold to the moral obligations a company servicing consumers should be held to. I'm considering a lawsuit, but I have four kids to feed, I make less than $20000 a year and lawyers are expensive, even if anyone would want to take on a big crooked company. Thank you for your time and sorry to have to bother anyone with this. Stay safe and God bless.
The Complaint states that:Ms. advises
that she has intermittent speed and connectivity issues with her Frontier
internet service. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.Frontier advises that upon review of Ms.’s account, there is no repair ticket history to indicate an ongoing issue with her Frontier internet service. Frontier advises that despite our best efforts, we were unable to reach Ms. to discuss her complaint. Direct contact information has been provided.
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.
Greetings,
I, *** R. *** II, have reviewed the answer from the company and I whole heartedly reject it. I am also very offended by the fact that every word of it is false or in the least, negligent of any common sense or truth. First and foremost, they refer to me as Ms.. My name as I clearly stated in the complaint as well as on the phone call that lasted about 45 minutes,is *** R. *** II. They, in their response, refer to me several times as "she and her". I am neither of these things, I was born and have been "he and him" my whole life. I complained about false advertising as high speed when they can not offer speeds even close to the FCC definitions of high speed internet. They say I complained about their inability to provide constant connectivity. I have no problem connecting to their equiptment, it's their service that can't stay connected. They stated there are several variables in their ability, or lack thereof, to provide services. 1.computer. The computer is top of the line, 32GB of memory, good video card, great processor. The works. 2.wiring inside the house. The day before my complaint THEIR tech was at my house and installed a brand new box and new wire straight from the pole to my house. There are no splices in the wire from the new box that is attached to the pole or to the jack inside my home that is 8 foot from the pole. 3.Time of day. The problem is a constant from 12 midnight until 12 midnight 24 hours a day (and night) 7 days a week. All instances they stated could be the cause of their failure are none existent in the case. The next point is like to address is the flat out lie of their answer to the complaint that they tried to reach me (not MS.)but could not make contact. As I stated earlier, I clearly stated my name on the 45 minute phone call they apparently failed to mention happened. I'm sorry, I do not remember the name of the woman who contacted me, I also will tell you, I was not the nicest conversation she had that day. She did her best to excuse the company failure to provide service. She also tried to blame the "technology" in the home and lines. She honestly deserves props for her attempt to convince me that the problem isn't the failure of the company but everything else. I have children, I deal with the diversion of blame on a daily basis so I didn't fall for it. Please, this company is only interested in laying blame on everything else and denying that they are failed in providing service or that they false advertise that they even have the ability, let alone the attempt to provide service they claim.
Regards,
*** II
My services were suspended for 2 days during COVID-19 outbreak due to glitch in Frontier system which didn't process my auto-payment. Frontier representative refused to issue reimbursement and refused to provide customer complaint information.
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. would like to receive
credit for the two days he was without service.Frontier failed to process his
auto-payment.Frontier has investigated
the above statements and offers the following response:Frontier has issued two days service credit to Mr.’s account.The prorated credit of $6.16 will post to his account within 30 days.Frontier records show all payments show successful to Mr.’s account at this time.Mr. contacted Frontier on March 31st to advised he had fixed his auto pay to show that it’s turned on.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.
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. I insist
on minimum compensation for the amount of $553 for damages. Here are facts: 1. During my conversation with Jonel (Frontier representative) on 3/31/20
around 7PM PST she admitted the issue was caused by glitch in Frontier's
payment system causing delays in processing of certain payments. Since my March
payment didn't process on time, my account was suspended and my services
terminated. My services were disconnected for 2 days - 3/30/20 and 3/31/20.
Jonel refused to escalate the issue and didn't provide any further steps to
resolve it. 2. During that period of time (3/30/20-3/31/20) my entire family was either
working from home or taking online classes due to the current restrictions
regarding COVID-19 outbreak. My spouse *** supposed to take two online
classes on 3/30 and 3/31 as part of accelerated online GMAT program. The
program costs $1624 (see attachment) and missing two classes costs $232 in loses.3. My daugher *** was
attending online class at Bellevue College and she was not able to take her
final exam on 3/31 due to termination of our internet services by Frontier.
Because of that she wasn't able to complete the class and has to retake it.
Total cost for retaking the class is $321 (see attachment).
The issue was clearly caused by Frontier and my family suffered significant financial and mental loses. Since it is hard to put cost on mental damages I insist on minimum compensations of $553 for financial loses.
Regards
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. demands that Frontier compensate him $553 for missed online class time due to being without internet service from March 30th through March 31st.Mr. states as a result of the downtime, a final exam was missed as well as two other online classes that were required. Frontier has investigated the above statements and offers the
following response:Frontier records show Mr.’s service was interrupted on March 30th due to a payment issue.Frontier records show the service was restored the same day, after a payment was processed.Frontier does not compensate for loss business, wages, or time, nor does Frontier compensate for online classes or other items due to an internet outage.If needed, Frontier can provide documentation for the loss of service to help assist customers provide proof/reason for the down time.A representative will reach out to Mr. to ask if this is needed.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 has been charging me for FIOS high speed internet at $80 a month since May 2019 to March 2020 while I have only received far less internet speed at 4mbps. They don’t even offer anything below 500mbps. My wife and I are retired senior citizens. My son uncovered the issue while visiting end of March 2020 and called frontier to get this corrected. Frontier agent confirmed that our internet was throttled at the slower speed of 4mbps all the way back since May 2019 but always excessively charged us for $80 service. They were unwilling to offer any credit or refund for overcharging us for nearly a year.
The Complaint states that:Mrs. advises that they are disputing the monthly rate charged for their
Frontier internet service. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that Mrs. was subscribed to 3 mbps/ 1 mbps FiOS internet. According to our records, there have been no repair tickets or calls to technical support to advise of issues with the speed received. There is also no record of calls to our Customer Service Department in response to advertisements for faster speeds, lower rates, or to inquire about higher speed availability.Frontier may offer promotions on pricing and services to eligible customers at various times. Customers may contact Frontier Customer Service at any time to inquire about eligibility for promotions. If eligible, customers must agree to applicable terms and conditions for a promotion to apply. Generally, promotions are not automatically applied to customers’ bills. Frontier advises that as a courtesy we have issued a credit for the difference between the old monthly rate and the monthly rate that Ms. is billing for her upgraded service, for 3 months. This credit will appear in her next bill cycle. Frontier advises that we spoke to Mr., Mrs.’s son, at her request to advise of the above information.
We have been a frontier customer for over 10 years for internet, and in the past years we have made several complaints about internet speed, they stated it was our modem - we got a new one, same in/out speed, now we can’t go on for 1-2 hours without turning on and off, trying to restart modem. They say we are in a high demand area and our working on the issue. We pay about $140.00 a month for them to provide a speed of none - .9 mbps ... yes you read it correctly, 0.9 Mbps
Thank 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. wants a refund for the internet
speed not being faster than he currently has.Frontier
has investigated the above statements and offers the following response:Frontier advises that Mr.’s internet service is provisioned within the range he is billing for.Frontier advises that the customer has the fastest speed available for his address. Frontier advises we have been unsuccessful in our attempts to contact Mr.. We have provided our direct contact information. 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.
Was signed up for services that weren't available. Found out two weeks after they took a deposit after not having techs show up. Canceled services on 3/24/20 and was told I'd have my money back, $126 in 3-5 business days. Now they cant find my information and says it will take another 3-5 business days for a call back. Not acceptable. They took my money knowing I wouldnt be able to get service and now won't give my money back.
The Complaint states that:Ms. advises
that she is requesting a refund of the deposit that was collected by
Frontier, due to not being able to provider services. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that a refund was issued back to Ms.’ credit
card on March 30, 2020 for the full amount of her deposit. Frontier advises that despite our best efforts we
were unable to reach Mr. to discuss her complaint, however the issue
has been resolved. Direct contact information has been provided.
I got a bill from Frontier Telecommunications on March 3rd for prepaid services from Feb 28, 2020 to March 27, 2020 for $660.40. I signed up a new contract and was told that I will be given prorated price from March 3 for monthly bill of $220+tax. I got another bill of $1035.02 on March 31, 2020. I called frontier and was told that they billed me for installation which was not suppose to be billed. They also didn't adjust the previous bill at the new rate. They are doing fraudulent billing and needs to be investigated thoroughly.
Thank you for referring the complaint of
Dr. ***
to our office for review. We appreciate Dr. *** bringing this matter to our attention.The Complaint states that:Dr.
*** states that he has a billing dispute since agreeing to change his plan on
March 2, 2020.Frontier has investigated the above
statements and offers the following response:Frontier
advises the correct price for Dr. ***’s service is $244.93 per month plus
taxes and fees for the term plan agreed to on March 2, 2020.Frontier
advises that Dr. *** billed charges that were not applicable, this was due to
an order entry error. The service is billing correctly as of April 7, 2020 and
credit for the overbilling has been issued. Frontier
advises that Dr. *** agreed to retain his term plan and to complete the term,
as is. Frontier
spoke with Dr. *** on April 7, 2020 and advised the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Dr. *** 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I was quoted price of $220.00/ month plus taxes and surcharges per representative Martin on March 3, 2020 which was acknowledged by Lisa. She would not honor that price. She then wanted me get on a monthly plan which would cost me much higher price. I am not given what I was quoted. They should honor the phone call conversation with rep Martin. I would also suggest that Frontier should be investigated by a third party so if other customers are charged in a wrong way, they can get fair pricing. I am concerned about their billing practices.
Regards
Thank you for referring the complaint of
Dr. ***
to our office for review. We appreciate Dr. *** bringing this matter to our attention.The
Complaint states that:Dr.
*** states that he has a billing dispute since agreeing to change his plan on
March 2, 2020.Frontier has investigated the above statements and offers the following
response:Frontier
advises the correct price for Dr. ***’s service is $244.93 per month plus
taxes and fees for the term plan agreed to on March 2, 2020. Frontier has
agreed to charge Dr. *** for his services $219.93 per month plus taxes and
fees while keeping the original term dates. Frontier
advises that Dr. *** agreed to retain his term plan and to complete the term,
as is. Frontier
spoke with Dr. *** on April 27, 2020 and advised the above information.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Dr. *** has experienced as a result of the above matter.
We have been with this company every since it took over ***. In the last five months my phone has not worked more than it has. When I called them about it they said it was on my end. They then sent someone out and he had told me that the box was destroyed and they had no box to replace it with. I was without a phone for six weeks and only got credit for two. They also had my phone shut off at the main office for two weeks. I also have their internet service. And I only have so many gigs a month, and they kept running out in a week. When my daughter called them about it they said I was being hacked and needed to send me a new router. We got the new router and I had 4 gigs left. When I called to get the new router set up then all of a sudden had none. Now that I have cancelled with them they have sent me a bill for $679.45. They are saying that when I got the new router that it was a new contract. No one ever said that when I was on the phone with them. He said the router was just a replacement And was free. We are sending them there equipment back to them.
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.Ms. advises her phone service was not working properly.Ms. advises she is disputing the cancellation fee assessed on the Frontier bill.Frontier has investigated the above
statements and offers the following response:Frontier advises an appropriate credit was issued for the phone outages.Frontier advises the early termination fee assessed on the Frontier bill was for cancelling the internet service which was provided by ***. Ms. has contracted *** through *** and still has the service. Frontier advises we have issued the appropriate credit for the termination fee.Frontier advises the remaining balance covers *** service from February Bill and March Bill. *** will bill separately after the date of April 24, 2020.Frontier spoke with Ms. on April 2, 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.