Frontier Communications

Our service was disconnected last Dec .09,2019 with Frontier communications and returned their cable boxes on January 16,2020 and my husband enrolled with *** communication services of which we are using right now. Only last night my husband told me that he paid $493.00 to Frontier for the 2 months of service we didn't even used caused we are already connected to ***. I called their office today, 3/28/20 and spoke of one of their employee ID # C-***. *** told my husband that they take care of the transfer or any buy out transfer and he paid the amount #493.00 billed for December,2019 to March,2020 by Frontier communications. How can we get back our money that was overpaid for the services we didn't even used.

On March 27, 2020 I was granted an extension for my Frontier internet service through April 27, 2020. (My request number is ***.) I use my internet to provide my home family security alarm, my security cameras, and TV for news updates. I have been on the phone with Frontier for the past two days, put on hold, transferred, told time and again that it will be back on shortly. The second connect confirmation request # is S-83798389. No one is helping me. I have even tried to message them through FaceBook messenger, and they keep telling me to call Frontier. I keep repeating that I have been, and no one is helping me. They all keep telling me it'll be back on shortly. My internet is still off. My security alarm is still off. My cameras are off. I am not safe. My family is not safe. On top of all that, I have had to re-up my data through my mobile carrier 4 times (and counting) so far just to use data! I had to break my 14-day self quarantine for Covid-19 to go to a friend's house to use her internet so I could attend my distance learning teacher training!

I called Frontier Comm in February 2020 for a Triple Play i.e. Phone, Internet and TV, The Price quoted was $106 and change+Tx The order conf ( FT 76657215 ) stated estimated Bill to be $199.95 which included one time charges of $49.99. This was never disclosed at the time of order placement. The instal date was 3.4.20. Installer never showed up. When I called cust service ,I was told the installer reported no one answered the door. I was home and so was my spouse. No note was left at the door either as a proof of the installer arrival. Usually there is a credit for missed appointment. None was offered. and the issue of one time exorbitant charges still remains unresolved.

On February 21,2020 I canceled all television and phone service. On February 25,2020 a technician came out and rewired the ethernet since I kept the ethernet. At that time I gave the technician the set top boxes and the related items. I received my bill for the 2/25/2020 to 3/24/2020 period. The ethernet service was changed from 100/100 to 150/150 but I was charged for the television and phone service. The total bill was $267.52. I called Frontier on February 27 or 28 and discussed with that I had been billed for television and phone. I also explained I had returned the equipment. After a discussion she said that I would receive the credit on the March bill. I received the March bill this morning in the amount of $119.54 for the ethernet. There is no credit for the television and phone.

-0 for a star rating. My father in law passed and hasn't used their service for over 3 months because he was hospitalized and in a coma. They even confirmed that he hadn't used their service in 3 months but they are still going to bill him/us even though. They refuse to give a refund even after closing the account....They are heartless.

In this age, internet is a must. We need it for work and our children need it for education. When Frontier took over our area from ***, they promised to upgrade the equipment to satisfactory. We pay monthly for a service that is ***as best. Frontier tells us that our internet dropped 241 times in Feb and 291 by March 27. Everyone is our house is at school or work all day, so this is just the drops when we have been using the internet. This problem has been going on for years. We scheduled a tech to come out today, and SURPRISE, they did not show or call. We want the service we pay for! Frontier is the only option we have rural.

We are a retired couple I’m 76 my husband 77 who were trying to save some money on our communication expenses and switched from Frontier Communications to ***. We had made it abundantly clear to the *** sales representative sitting at our kitchen table, the installation scheduling person and the instillation technician how extremely important it was that we retain our existing number. We had this number for some 40 + years plus Mr. has had starting in April 2016 a multitude of horribly serious medical issues, a heart attack, prostate cancer, head & neck cancer huge 14 hour surgery 17 days in intensive care, blood clots & inferior vina cava filter insert and then removal, a new primary lung cancer in 2018 and treatment, triple bypass surgery April 2019, malignant melanoma & surgery Jul -Aug 2019, heart failure resulting in a defibrillator implant Oct 2019 all at *** & ***. He has 16 active specialists who have tried their utmost to keep this man healthy and alive. They all have all over their records.
Although we followed *** instructions to the letter the number was not ported over! After countless conversations with both companies I don’t know who is at fault. There were miss steps with each. I have to praise *** for their effort for trying to get things resolved.
The two companies talked with each other and a date was set for Frontier, who still owned the number, to reactivate it. We were told it might have to be activated for as many as 5 days and we would be charged for that and an appointment was scheduled for Feb 13. Frontier showed up at 8:10 am on the 13th with two large bucket trucks and set orange cones around them on the street. I met them at the door with a lump in my stomach.
When I asked them what they were planning to do they said they were dispatched to do an installation. I explained we had an installation done by *** and our telephone number was not ported over from Frontier. This appointment was made to have Frontier reactivate our telephone number so it could be ported over to ***. The technicians were very confused and made about a dozen phone calls back and forth to Frontier first trying to explain what needed to be done and then what they had to do to get it done and it took them several tries before it was successful. They spent from 8:10 am to 11:45 am in our office and eventually were able to reactive the number over the phone. They didn’t have to install any devices or wires inside or out. They were very nice fellows and took all the Frontier equipment *** had disconnected, which I had in a bag to be returned, and they gave me a receipt. However, let me reiterate they didn’t have to install any equipment or wires it was done solely over the phone and didn’t take 5 days and everything was running on *** equipment before they arrived and after they left.
Since then we received two bills from Frontier the first dated 2/13/20 for $144.68 which was shocking and then a second dated 2/29/20 for 1.99 which I thought was an adjusted bill. WRONG they are billing us for 2/13/20 to 3/12/20 a whole month and their company policy is they don’t prorate bills for partial months. They were here maybe 4 hours to reactivate the number and charged us for a month.
We were trying to SAVE money and now they’re threating to send the account to a collection agency.
I’m upset and angry! This is not right and I honestly feel we are being taken advantage of. Is there anything we can do?

new house close feb 28 , feb 27 ask for transfer my existing internet service to new house jill answer it and told me it is ready,
she even sent email confirm to set up transfer new service between feb 2 to march 27, called back and forward about 30 times and on line at least 10 hours, existing service interrupted 4 times until march transfer service is not done
hold for at least 2 hours some times
finally talked to supervisor he blame it on coronavirus , very bad bad customer service , they do not know what to do just hang up on customers

Multiple calls from 3/22/20 through 3/27/20. Different customer reps were supplying contradicting information about services, prices, and technical issues. The issues were escalated and was promised a call back from a managerial-type agent to address such issues at my cell phone number at a time slated between 3/22/20 12pm to 3/25/20 12 pm. The call never occurred. The nature of the issues are causing serious problems due to dependency on their services, especially during the stay at home orders involving the Covid 19 situation in Illinois.

Frontier was contacted in October 2019 for information on the new higher speed internet they were advertising in our area. We were already current customers of Frontier at the time of the call and with have problems with our current services I asked very specific questions about the new higher speed internet. The questions asked were:
*** Would it provide WiFi through our hole house? Don't know.
*** What was the minimum mbp? The minimum is 6 mbp with a max of 18 mbp.
*** Would there be tech fee for the installation? No fee.
*** Are you sure there will be no fee? Yes.
*** Will you remove the second connect HSI max (router) at the time of installation? Yes and your bill will be prorated for the
cost of this service.

We decided to proceed with instillation. The installation was scheduled for November 12, 2019 between 1:00 p.m. and 5:00 p,m. The work order number was 046 356 925 and the customer service person was Kenzie.

The installation took place as scheduled. December, 2019 we received a bill including a 75.00 charge for technician installation and the simply second connect HSI max was billed as well.

January 31, 2020 at 4:10 p.m. I was connected to
*** Danielle in customer service. Danielle was not able to assist me and transferred me to Stephanie.
*** Stephanie put me on hold with no notification.
*** 4:20 p.m. picked up by an individual who did not identify themselves and transferred back to the first department I spoke
to.
*** Placed on hold again at 4:27 p.m. with no notification.
*** Transferred to Rita in collections at 4:40 p.m. because we had not paid the technician installation fee or the second
connect charges.
*** Placed on hold and connecting to the correct department in conference call.
*** Connected to Jasmine in customer service. I asked her if I had the correct installation number and when the installation
took place. I was placed on hold at 4:47 p.m.
*** Juan Carlos answered thinking I was a customer service agent and stated could not find any service ticket except for the
on for January 31, 2020. Placed on hold at 5:02 p.m. He came back on the phone and stated he found the ticket for
November 12, 2019. The ticket showed the tech was here from 12:00 p.m. to 4:00 p.m. On hold at 5:10 p.m.
*** 5:17 p.m. transferred to Jasmine and placed on hold at 5:27 p.m. She came back on and said we were being charged for
simply second connect because we did not mail the router back. We were not instructed to mail the box back. I asked
why didn't the tech take it with him when there for the instillation. Placed on hold at 5:32 p.m.
*** Connected to customer retention Gazzelle. Placed on hold at 5:39 p.m. 5:44 p.m. came back on the line. Placed on hold
at 5:50 p.m. 5:54 p.m. disconnected or hung up on.
I called back.
*** Connected to Jovanna at 6:01 p.m. Told her about the charges and the conversation which had started at 4:10 p.m.
*** 6:07 put on hold.
*** 6:12 p.m. she checked in with me and asked me bear with her and hold again.
*** 6:18 p.m. back on the line. I explained to we have not had the simply second since November 12 and we would like credit
for it as well as the technician service fee.
*** Placed on hold.
*** Checked back in at 6:21 p.m. she stated she was having system issues and getting it taken care of.
*** Hold.
*** 6:29 p.m. she came back on the line and stated she was going to escalate our concern to have the original phone call
from November reviewed by a supervisor to see if we were told there would not be a charge for the technician or the
simply second from our account.
*** Hold.
*** 6:31 p.m. checked in with me.
*** What is being done:
- Technician fee removed and credited. S-77758042 Dispute 77758959
- Simply Second removed and credited. Will be removed and credited back to 11/12/19. 046645640
- Late fee removed and credited
- Services started back up
*** Hold at 6:46 p.m.
*** Transferred to Collections at 6:48 p.m.
*** Hold at 6:49 p.m.
*** Check in at 6:53 p.m.
*** Hold for scheduling of technician.
*** Kevin - tech is scheduled to come on February 5 between 1:00 p.m and 5:00 p.m. to correct service outage.

We were credited on our February bill 47.97 for the Simply Second. However, the service charge was not removed from the bill for the service technician. We have been paying the bill except for the charges for the service technician. But, because we did not pay the bill in full (which includes the disputed charges) we were charged multiple reconnection fees.

March 22, 2020 we were experiencing poor internet service. I entered a chat with a technician on the Frontier website to find out what was going on or if Frontier was experiencing an outage in our area. I was told there was a restriction on our account and I would need to call customer service. I called customer service and was connected to Orica.

Orica stated that there was a restriction on the account for the past due balance. I told her the past due balance was due too a dispute over the charges for November installation and I was told during the January call the November call would be reviewed to determine if we were told there would be no fee for the service tech. She stated she would have the call reviewed right then. I was put on hold. Orica came back and stated they would not be able to review the call. I asked for a supervisor. She stated there was not a supervisor working. She told me I would have to call back on 3/23.

This is ridiculous. We feel like we are being held captive since there has not been a resolution and we do not have another option for internet service in our area.

Frontier will not allow me to cancel my service. I have called 3 times and I am told that without a "5 digit pin" I cannot cancel my service. I tried to set up an account online but they will not allow me to connect my phone number. When I called about that situation, I was told that without a "5 digit pin" I cannot change the phone number. So I cannot cancel my service and I have to pay it indefinitely since I do not know the 5 digit pin and Frontier has no way for me to access it.

Called to cancel my account on 2/3/20. I was told it would be cancelled on 2/12/20 and my final bill would be for $9.99 plus tax, due to the fact we had broadband. I had received a confirmation number and email with the confirmation and final billing amount of $11.20. I was then charged $46.59 as of 3/12/20 not the amount I was told in the confirmation email. I do have a copy of this email also with all the information that may be needed, to prove it was sent to me from Frontier. I did try contacting Frontier, twice. The first time I was hung up on, and the second time I was told that there is no confirmation number in the system for my cancellation. How could this be? Frontier keeps ignoring our request for them to honor the email with the final bill amount for the $11.20 and not a total bill, for a service we did not receive for an entire month.

We have an ongoing issue with our phone service going out. It has happened at least 10 times since the start of the year and approximately 50 plus times in the last 2 or 3 years. We live in a rural area and the lines and equipment are at least 35 to 40 yrs old. The technicians know the antiquated equipment is to blame but Frontier Communications upper mgmt doesn't care. They won't spend the $ to fix the problem.

I have been fighting about my bill for about a year now. Last year I called and decreased my plan because the promotional period had expired and the monthly shot through the roof. once I lowered the bill I was happy but three months went by and I was still paying the higher amount. I called and complained about it they said I was correct and they would credit me the amount of about $480. I said great thank you and a few months later my cable is shut off with a huge outstanding balance. I call and explain to them what happened and after speaking to about 15 different people my services were restored an they promised to remove the charges. a year later the charges are still there. I cant even cancel the services because of this outstanding balance that is not even mine. Today while in chat with someone trying to have it all fixed I was in the middle of typing and they logged off. All I want is to be free from this company.

Called to cancel service because Frontier communications could not provide us with a better deal for being customers for 13-15 yrs. My husband tried to cancel because we were signing up with *** and the worker on the phone said for him to cancel service and resign up under his name and we would get a new customer deal that would be cheaper. So we sent *** home and my husband cancelled my service and signed up under his name. I had auto pay and they still were trying to withdraw money after my service was disconnected while charging me for the new service under my husbands name. My bill was taken out the end of the month on the 30th and our service was disconnected a week later on the 5th. So we were being charged a whole entire month for two services. Frontier said they would have a manager call us back and no one ever returned our call. We called several times to come to a conclusion and still no call back even after dealing with several customer service people and many hours on the phone with people from all over the United States and over seas but still no one would resolve our issue. Now the bill is in collections due to the fault of their company and horrible customer service. I refuse to ever going back to this company after being a loyal customer with no late payments. I am disappointed and now my credit is being affected due to this company.

I was sold internet service and was told that my final bill would be $43 each month and for the first bill would be charged $75 installation fee. Also I was told that I would be able to use a personal router if it worked and would not be charge to purchase a router or to rent a router. When my bill came and its $210 and I was being charged for my service plus a charge to purchase a router (that was not installed), equipment and handling (again for equipment that was not delivered), installation (which I was aware of), partial month charge, and state taxes and other charges (which I was told was part of the $43 a month charge). I called for 3 weeks to get the charge removed and each time I asked for a manager. My second call I was disconnected after an hour wait and did not receive a call back even though they had a phone number to call back to complete my call. I finally got a hold of Andrew B (Office of the Presidents). I asked Andrew to review the initial call of the sale. Andrew and I did exchange a few calls and told me he can't do anything other than send me a router and charge me to purchase or rent. He told me he listened to the sales call and we were informed of all charges. When I asked for a copy of the transcript I was told they can't provide it to me. I know that we were told that we would not be charged for a router if ours worked and that I believe he did not listen to the conversation where we were told this and the fact that they cannot send me a transcript of my phone conversation should be unconstitutional since its my voice, my conversation. I feel I was lied to to make a sale and would have never agreed to change my service under the current agreement that I am now being forced to pay.

I believe that Frontier is taking advantage of small business during these tough times. Our phone bill went up about $180 per month. When I called in, I was informed that the contract had ended and that I would have to sign on for another 2 years in order for the discount to take effect. I have just had to let all of our employees go due to the "stay at home" order here in Orange County , CA. There is no way for me to commit to this has it's hard to say if we will survive.

I had ordered to receive a service for my internet to be increased to the speed of 1G and they have not completed their work yet they are charging me as if they did. Technician was supposed to come on Monday and they never showed up or called. When we called their customer service they said the technician had cancelled the order and now they do not want to cancel our order for the 1G.

I contacted Frontier earlier this year to inquire about services. It was not clear if internet services were available in my area so I was told I needed to setup a ticket to see if a technician could very internet services are available for my home. I was told it was available but I decided against switching to Frontier. No Frontier technician ever came to my home. I did not have any services installed. However, Frontier is sending me bills for services I do not have. I have received bills for equipment I never received. I have called 5 different times but I keep getting bills. The first couple times I called they said they would fix it but never did. Today I called and they did not believe me and said I owed them money. I complained on Twitter and "LM" referred me back to customer service.

On March 5, 2020 I accidentally sent Frontier a payment that was for another biller. They are refusing to give me my money back for at least 3 billing cycles. Because of my error and their ignorance I have not been able to pay my bills on time. I am a single parent. Please help I am desperate.