Frontier Communications

Frontier Agent provided false information which was the basis for my agreeing to initiate internet service with Frontier Communications. He stated that Frontier's speed would surpass the speed that I was currently receiving from *** (212mbs) due to having a "dedicated cable" and that that was something *** does not have making ***'s service slower than Frontier's. He also stated that I would have the capability to stream internet on my smart TV which turned out to be false and that I could connect and operate multiple devices (also inaccurate).

This is a two part issue with Frontier communications where the initial issue is now effecting the secondary issue:

1. I fulfilled my 3 year contract with Frontier Communications. Sometime in late 2018/early 2019, frontier ported our fax number to another carrier, but did not complete it and "lost the fax number in limbo" as a result our business lost thousands in revenue as we are a medical facility. We tried to get the fax back, but to no avail and alas had to get a new fax number with another carrier.
In all of this mix up- they sent us a new bill, under a new account number for the fax number or phone number that they "returned to us" which we declined to pay or use, as we never got the fax back. There is a phone call in 2/2019 between myself and them attempting to resolve this the best it was able to be. Please be aware at this time, they claimed we had a new contract, which we did not. WE did not reinstate a fax number with frontier, and used a different fax company going forward. To my knowledge, we were just continuing on with our already set up internet and 1 phone line.

I believe, that as a result of the above mayhap, somehow frontier also "turned off" our internet and cancelled this portion of the account, although they still allowed internet to come to the office. As a result, my business had no idea that internet had been "turned off" because we still received bills from Frontier and paid them on time.

Fast forward to September/October 2019 when my office started having internet problems and called Frontier- it took countless hours and phone calls between me and them, but finally it was realized that Frontier had "turned off our internet months ago, and we should be happy we got free internet". I explained that I was always happy to pay for the internet, and just wanted it working properly, and thought I was paying, as we received bills and always paid them on time. At this point, and as I mentioned, after countless hours, Frontier offered to "restart" the internet again and because of all of my troubles, which they could see in the previously mentioned months of phone calls- gave me "internet for 2 years WITHOUT contract" but for the with contract pricing. I agreed to this.

Issue #2: Currently March 2020- My business has had to close its doors and became insolvent due to COVID-19, one of my employees spouse has died from the virus and her daughter actively has it. Our entire office has been doing its part to try and flatten the curve, stay home, and isolate for the safety of our employees as well as the geriatric and very ill population that this medical clinic serves.

I called Frontier to port our number to a VOIP carrier, so that I may continue to answer phone calls of the patients of this practice, as it is inappropriate to leave them with no means of contacting what used to be a medical practice and obtain their records etc.
The physical office has closed it doors, and the business is going out of business.
For this reason, Frontier is being cancelled.

The issue is this- Frontier claims that we are in a 2 year contract with them- which we did not agree to!
(Even if we had, the issue now is that we do not have any money, we went under, we have grieving employees, and zero work due to social distancing ordinances etc).

At this point in time, and I do believe that I NEVER signed a 2 year agreement with Frontier, we just requested to have our contract cancelled. They said we will need to pay early termination.
This seems very wrong on two accounts-
One, that they completely messed up our service a year ago, and potentially tricked us into what they are claiming is another 2 year contract and,
Two- that given the COVID-19 situation, EVEN if we do have a contract as they are claiming, they need to be understanding as a company, when we as a small business are going out of business in this time, and waive any early termination fees.

On Jan 6,2020 we had Frontier internet installed at our house and paid $75 for this installation. On Jan 16 the service didn't work right. We were unable to connect to several webites. I contacted constumer service and spent several hours on chat and then a phone call with them to discover that the tech who installed our equipment didn't connect the router/modem provided by Frontier. Without asking us, he connected a modem and router that we owned. We were told on the call that they would not provide technical support for any router/modems that they didn't provide. So they refused to help me at first. I asked for a supervisor who walked me through connecting the Frontier router/modem, which was what the tech I paid for should have done. Becasue I had to do the work myself, on Jan 20th I requested a refund from Frontier on the installation fee. They said they would review it and get back to me. They did not get back to me so on March 31 I contacted them again via chat and was told they rejected the credit request and offered me $10 credit for a day of service. I refused as they did NOT do their job. I did it for them.

I have been a Frontier cable and internet customer for many years. On March 19,2020 Frontier disconnected my services in error. After four hours on the phone I finally got the services reconnected. I recently got the bill for these services that is $34.00 higher than my previous services. I am also being charged for DVR services that are not being provided. After more that two hours on the phone trying to contact customer service I was told that while the company is in error for cancelling my services they will not allow me to "be grandfathered in under the old price you were paying". When I asked about being charged for the DVR services that I was not receiving I was told that was not Customer Services problem.

I started frontier internet service on Mar 9, canceled on Mar 22. I received first bill of $81.87, called customer service for several times to finally figure out how come the bill was so high, and made one-time payment of $81.87 on Mar 25. Now as on Mar 30, another balance of $50 showed on my account. I am extremely unhappy about the misleading $29.99+fee advertising and the crazy additional fees. I requested termination of the service within 14 days, and I would like a full refund and a zero balance final bill.

We had Frontier Service for 9 days. Unfortunately the service was very slow. The representative we spoke with before setting up the service informed us that we could cancel the service and send back the equipment if we were not happy with the speed of the internet. He also informed us that we would not be responsible for the full month if we cancelled.

We cancelled the service after 9 days and sent the equipment back as soon as Frontier sent us the box. I was surprised when I received a bill for a full month of service and the set up. I paid the bill for the set up and the 9 days of service that I received. I then filed a dispute with the company for the rest of the payment.

Even though a representative of Frontier gave us incorrect information, the company is holding us responsible for the remaining amount. I spoke with many different representatives and supervisors. I was informed that the representative that gave us the incorrect information was reprimanded because they listened to the phone recording and heard that incorrect information was given ... but then other supervisors said they had no record of the incorrect information .

Basically this entire process of dealing with Frontier has been a complete mess. They are disorganized, give incorrect information, and then don't honor what their representatives tell the consumers. I was told by a supervisor that they have to stick to what is written "on paper" and they can not change that ... Even though they made a mistake and provided incorrect information. Frontier made a mistake and needs to correct it / make it right.

I would never recommend Frontier. I was extremely disappointed with the service I received. The internet was very slow for the 9 days I had it, and the customer service was absolutely awful. I am very disappointed.

I have had frontier communications as my Internet provider for over a year. In January , I called Frontier because I was moving from one city to another (Irving to Forney) and spoke to a representative who told me that Frontier does not have coverage in the area I was moving to. I told the lady that I asked the representative who the internet provider was at my new location and she told me *** and that I should call back to cancel when ready.

I moved about two weeks later (February 14th) which was a Saturday and called frontier on the following business day (February 16th) letting them kno I had moved and the service should be terminated and gave them my new billing address for my final bill. I asked the frontier representative for my confirmation number and asked her if the service is now disconnected or if it will be after midnight but they could do it now coz the residence was empty.
It was at this moment that the representative let me know that the service would not be disconnected until the end of my billing cycle I asked her when that would be and she said I in a month because all terminations Are done at the end of the billing cycle. She stated that my billing cycle had passed by a day. I was shocked to say the least and I told her that nobody had told me that when I called in on the 26th otherwise I would have put in the order for cancellation then. The representative told me that once I receive my final bill; it will have an early termination charge and a whole month billing cycle. I told her that was not right because no one was living at that address; the representative then told me that the representative I spoke to on in January should have told me about my billing cycle and disconnection date information.

Fast forward to today when I got my final bill and called Frontier back to dispute the final month charge of 50+ dollars. I called frontier today and spoke to a representative that refused to adjust my bill; I asked for a supervisor who also refused to adjust the charges; she read the account notes and did see that I had called Back in January and that I should have cancelled the service then. I told her I would have done so if I knew their cancellation only happens at the end of the billing cycle; I must say that this is new to me; I expected a prorated bill; not an entire month. I would also Ike the early termination charge reversed because I was willing to transfer services and it’s not my fault that they don’t carry services in Forney.

I have been a faithful customer of Frontier since November 18th 2014. I have always paid my internet bill 2-3 weeks ahead
of it's due date. On February 6,2020 I paid my bill in full of $43.98 for the bill period of February 18,2020
to March 18,2020. I moved to a differant apartment in the same building on February 21,2020. I called Frontier to come
transfer my internet service to the new apartment on February 24th.They made a appointment for me for the next day
(February 25th between 1-5pm).They never showed up or even called to explain why they didn't. I called them back that
evening of February 25,2020 to find out what was going on,they just gave me another appointment for the next day
(February 26,2020 between 8-noon).
They never showed up or called to explain why they didn't make it..Again. I called them for the 3rd and final attempt
on February 27,2020 in the morning,they said they'd get someone over sometime that day. Nobody showed up for the 3rd time.
I was so mad because I paid my bill & my money was going for unused internet. So I called Frontier on February 28,2020
close to billing closing time to have my internet service disconnected. I was hung up on after saying I wanted to
disconnect/close out my internet services with them. I called back morning of March 2,2020 to close out my internet
services. The man was able to assist me doing so. He gave me a confirmation # *** and told me that my Frontier
account was up-to-date on billing & internet services was now disconnected. I didn't have to return the wifi router & I
was good to go. So I thought, On March 27,2020 I recieved a email from Frontier saying "Your bill of $53.97 is due on
April 20,2020. So I called Frontier billing on March 30,2020 to find out what I owe them for. Lady talked in circles
about why,then gave me 3 differant amounts that I owe. $53.97 .. $42.11 .. then $21.85. Wow!! I don't owe them a dime,they
owe me!!! I don't want this company to ruin my credit over these make believe bills.

Received a quote from Frontier in November 2019. Did not sign up and NEVER received any routers or anyone coming to my apartment to set up equipment. never had service.
Was called December 26 for bill collection.
Got passed around to 6 different people, finally spoke to Andrea--someone higher and a supervisor who said she would take care of it: escalations number was *** Her employee id number was ***.
She said she would take care of it.
Today, 3/31, I received a call from collections collecting on behalf of frontier.

One of the screenshots below is a review I found and is exactly what happened to me. Looks like a pattern.

We originally started internet service with Frontier in September 2019. When the service was installed, the wire was not buried. Instead, the cable was strung across our grass. We were told the cable would be buried in less than a week. After 10 days, we became very frustrated and decided to cancel the service. On 4 October 2019, my wife called to cancel, as we were extremely disappointed with the service. We were told we owed nothing and our service was canceled. Since then, we’ve received a bill for over $300 every month. We have contacted them every month with no resolution. Each time we call, they keep us on the phone for at least an hour. I was told today that it was noted on our account in October that we requested cancellation. Frontier told us they would need to pull the recorded call on 4 October 2019. This is absolutely ridiculous and we are very dissatisfied with this company. We have seen other residences in our neighborhood with cable lines unburied. This is a safety issue and unprofessional to say the least. Any assistance you can provide is much appreciated.

I have this company in Illinois right now and it is the absolute WORST. If you can get other internet or phone providers DO IT. This company will scam and lie and steal in order to make its money. I have only had them for 6 months and my bill has been wrong for 5 of those. I spent NO JOKE 6 HOURS on the phone trying to get it fixed, talked to several very rude reps and some rude supervisors. I finally got my bill corrected AFTER my service was disconnected for non payment (whos going to pay a double bill for 5 months in a row??) I had to pay 300.00 to get my service turned back on that day. THEN 2 weeks later I received another bill saying I owed 112.42 for March, which still has the incorrect amount on it, and then I was told I owe 135.61 for the month of April, but I received that bill pretty much the same time as the March bill. This company is a fraud and I hope they get sued. I might do it myself. Absolutely ridiculous. Oh and my bill was supposed to be 44.99 plus taxes each month. My bill has not been under 100.00 each month since I started. Hence the 522 due. I really wish someone else serviced this area!!! So FRUSTRATED.

I have been having extremely poor internet services for multiple weeks from Frontier Communications. Have spent several hours on the phone with technical support starting on 3/28/2020 trying to resolve the issue with absolutely no progress. After they told me they would have to send a technician to my residents to fix the problem the internet stopped working completely. After several more hours on hold and being transferred back and forth to multiple departments I was told they disconnected my services until the technician could preform repairs on scheduled ticket date 5 days later. I then told them to cancel my repair ticket, reconnect my internet, and I would deal with the poor internet quality instead of no internet due to the fact that my wife and I are both currently working from home due to the current COVID-19 issues and must have internet services. Then I was transferred again and told that they cannot do that and that they would expedite my ticket and either have my issues taken care of by end of day, Saturday 3/28/2020, or first thing Monday morning (3/30/2020). I then called technical support back Monday afternoon (3/30/2020) starting at 12;20pm and after several hours of being on hold and transferred multiple times I was then told that I do not have any ticket appointments until 4/1/2020. I then stated that I need to speak to a supervisor to resolve this issue before resulting in filing a complaint with the Revdex.com and was told I was being transferred and then the phone was disconnected (not due to loss of signal). I had also previously verified my phone number in the case of a disconnection that I would be called back and never received a call back.

I have resided at my address for what will be 9 years in May. This entire time I've had DSL internet, via the phone line, for the last several years provided by Frontier. The internet was never what you'd call "fast" but it has almost always been reliable.

Over this past winter that has changed and has now gotten to the point where it is not uncommon for my internet connection to disconnect every 10-15 minutes throughout the day making it all but useless. I've talked with Frontier tech support several times about this. They sent me new equipment to try and have had my try several other home diagnostic procedures. The result has always been the same, either it doesn't help or the problem comes back shortly later.

Most recently, I've had a local technician contact me to discuss the issue. He stated that the lines are old or bad, and that there was also a "Ped" (I think this is a junction point for the phone lines) underwater that was making things worse, but ultimately there was nothing he could do about it.

Since this is a recent issue and the service has worked fine for most of the last 9 years, I feel like they are ignoring the problem and not doing the proper investigation and maintenance into the issues with their network that would be required to resolve it. Again, I have been a paying customer for the last several years, and expect that my service fees would contribute toward necessary repairs to keep the network operational.

On top the challenges this issue would normally present, it is now compounded by the needs for a stable home internet connection during this Covid-19 home isolation period. My wife and 4 children are at home all day attempting to work and do school from home which is almost impossible.

I would like for Frontier to diagnose and fix this issue.

I signed for Frontier FIOS in December 2019 and was promised that I will get $100 *** card after two months of payment. Now, it's almost 4 months and I chat/call them and they act as if they don't see anything in the account.

When I talked to them in Feb, they said that I will get the $100 card in March and now, they don't see anything at all. I have saved the chat transcript.

Frontier also said that I have to mail in a redemption form and when I inquired where do I find the form, they asked me to call this number: . That is a recording and it asks me to go to https://internet.frontier.com/redemptions/. Click on the link and see what you get!

Just a deceptive business practice from Frontier all around!

In December 2019, I contacted Frontier to disconnect my phone service. The service was not disconnected until the beginning of March. I contacted Frontier in February and again in March. The entire time I was charged for long distance calls that drove my bill up to 900+ dollars. Each time I called in February and March, I was told the service was disconnected and my bill was being adjusted. Each time I called I asked for how much I needed to pay, but was told that the bill needed to be sent to a different department and I would see an adjusted bill within 7-10 business days. I never received and adjusted bill. In late March, Frontier shut off my service. At this point, my spouse is relying on the Internet service due to her teleworking because of COVID-19. We capitulated and paid the 900 dollar bill on 28 March but Frontier has not reconnected service. I’ve called multiple times and was told each time that the last person I talked to did not set up the reconnect order correctly. Each time I called I was told that a supervisor was needed and was put on hold but then the call was just dropped.

I currently have Internet and Voice service through Frontier Communications. My voice service includes a long distance plan called World Plan 300 which is $14.99 a month (4.9 cents a minute). Starting in December of 2019 we appear to have gone over the 300 minutes. My wife is from the Philippines and all the calls in dispute are to the Philippines. Though their documentation states that for overage minutes the rates are $0.18 for calls to Landlines and $0.23 for calls to mobile phones, the have billed me $5.69 a minute for these overages starting in December.

Contacted Frontier last November to install internet (only) to a new home we were constructing. Placed order for their 500mb service as advertised on their website. Since it was close to freezing up here in Central MN, I was concerned with getting the line run before the ground froze; but their customer service rep could not answer my questions or put me in contact with anyone who could answer my questions. Nor could they schedule just the install of the lines running to the house and then install the modem closer to our move-in date. They scheduled an install date and no-showed and rescheduled without notifying me. They no-showed on the second date and finally came out 4 weeks after the initial scheduled install date. At the time of install I was then informed that we could not get 500mb service because they didn't have fiber lines in the area, the best they could offer is 6mb which could be improved to 20 or 25 mb with a second DSL line but they would not do that until I actually moved into the new home. I reluctantly went ahead with the install and they proceeded to bill us for service in January and February. When the tech left our new home he left a modem and show me where to plug it in the wall when we were ready to move in. I plugged it in on 3/22 and there was not internet signal at the modem. When I called customer service it took 45 minutes on the phone to just be able to speak to a customer rep to help diagnose the problem and the rep determined that the modem was not getting internet and there had to be a problem with either the line run to the house or how it was wired by their tech. They told me the the earliest they could get a tech out was 4/15 and I told them this was unacceptable. When they were unable to work with me to get a tech out sooner, I told them to cancel the service and requested a refund on the install and past service charges for usage and they told me "no". Then on 3/26, we get a cancellation confirmation effective 4/9/20 rather than the cancellation effective 3/22. The also informed me I needed to return the modem and the DVR or be subject to $100 and $200 charges for un-returned hardware. We never got a DVR because we only subscribed to internet. When I called customer service, they refused to discuss my cancelled account because I did not have the security pin. They have to send me a letter with the security pin in order to help troubleshoot the cancellation. I have never been so frustrated trying to deal with a company. They falsely advertised their services they could provide, did not allow for a logistics conversation on the install and then they installed and charged me for something that didn't work. We did not use on bit of download from this company and their customer service approach is beyond bad.

14 days after paying my bill I contacted Frontier representative to cancel my service the 26th, representative tells me they cannot shut my service off because I was paid up to the 8th of next month, that I'd have to leave my service on until my bill day the 8th of next month then they'd shut it off for me. I had a bundle, Frontier with *** network, and canceled with *** the 22nd that sent $50 refund check to Frontier, Frontier kept the $50 and Frontier is still charging me $91 after keeping my refund from ***. I asked Frontier it I should return my modem or anything else to keep from being charged at the time I asked to cancel and they said no and they'd not charge me for the equipment. Frontier says now that they give service for month and then they bill after for that month which is not what the rep said when I asked to cancel. These charges are corrupt and the took my *** refund also and turned over to collection for the $91.

I am being billed $92.39 on frontier account #. this account was set up by frontier after I spoke with Idelia on 7/8/19. on that date I requested that auto renew was discontinued and my number would be ported out to *** after the term date of 8/24/19, and all frontier services were to be cancelled,it turned out I ended up paying for all of Sept, because processing didn't take place until 9/5. and an extra months internet charge that was issued to my name uner another account number.they said nobody cancelled it.worked out agreement to settle acct. and pd that amt in dec, Jan ..got another bill for 92.33/contacted Giselle in retention dept disputed chg,filled out;Feb got another bill, called frontier agent again she said account shows a zero balance 3/6/20; got a collection type letter from frontier for 93.39 dated 3/21/20. I did not request this additional account I clearly asked that all frontier services be cancelled' My phone and internet services were provided by *** since Sept1,2019

I noticed on one of the credit report companies that Frontier is alleging that I owe them $246.54 for cancellation of services. I made my last payment to frontier, had them for almost 10 years and their service started to go down hill. I was under no contract with them, turned in all my equipment like they had asked of me and they still send me offers and come to my door to try to get me to switch back to their service. I do not owe frontier any money and left on good terms. They were also aware at the time of my router never being changed and all my equipment was original from when I was with *** Fios. I talked to Frontier both on the phone and in person and I was understanding that both myself and Frontier were on good terms at the end.