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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Frontier Communications sent me to collections after months of not receiving phone service. I had asked for a credit on my bill and nothing. After a 1/2 dozen service request had been made to get the problem resolve I had to terminate my services. After disconnecting, I asked for a credit to be applied to my account, so that I could pay the amount I actually owed rather than the billed amount for services I never received. I was told in Mar ch that a dispute ticket was still opened and a new bill would be sent out. On April 4th I was sent to collections for non-payment. I have been disputing these charges and working closely with Frontier to get services working properly since I run an in-home child care and a working home line is mandated to operate. I am now waiting for Frontier to respond and its August 3rd!! I can not believe that I owe the $261 after being told time and time again they are working on my account. I have been paying for a service for months without it working and never received a credit from the company even though a service provider was in my home 5 times and could not get services working properly. They are a fraudulent company that is incompetant.
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. is disputing a bill for service from
FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that an adjustment for time out of service has been provide to Ms.
***’s account based on the account’s repair history for 11 days in the amount
of $36.73 plus an adjustment for $90.27 to cover an early termination fee.
Frontier has provided a total adjustment of 127.00.Frontier
advises that the final balance due on Ms.’s account is $134.73.Frontier
spoke to Ms. on August 5, 2020 and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I was grandfathered into Frontier FiOS via ***. I can "not switch" to *** because the FCC divided the area and only allowed "one" FIOS company to provide service to my area. Frontier just changed my plan without notification and or lowering my bill. They "removed" approximately twenty-five channels that I have been receiving for years and now made them "subscription only" channels, but they don't tell you what the subscription cost is for each of the approximately twenty-five channels that they removed. Is it US $100.00, US $1,000.00 or US $10,000.00. for each individual channel that they removed from my standard package? And they don't tell you which channels are subscription channels in their "New" channel brochure.
The Complaint states that:Mr. advises
that he lost channels on July 31, 2020 that he believes he should still be
receiving. Mr.
indicates that Frontier is a monopoly internet and television service
provider. 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 beginning March 20, 2020 we began providing several channels as a preview to customers that didn’t currently have them as part of their package. That preview was an effort on our part to keep customers educated and entertained while at home and social distancing. That preview ended 7/31/20. Frontier advises that the channel line up available at Frontier.com is an accurate representation of what channels Mr. is receiving with his TV Local package.Frontier is not a monopoly provider in any of its service areas.All areas where Frontier provides service are open to competition from any provider that chooses to provide service, including wireless operators and satellite operators.Frontier is committed to delivering the highest quality Internet in its often rural and high-cost service area.Frontier advises that we communicated with Mr. via email on August 5, 2020 to discuss the above information. Direct contact information was provided.
I called in for new service. The phone rep. tells you that he will run your credit and see what deal he can get you. I know I have "A" plus credit. Sure enough credit (great credit) was run and no deal given.
They should give me free install.
They just scam you to run your credit and do not bother to give you anything.
Well I do see they have a "F" rating with Revdex.com.
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. is disputing an installation charge
from FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that the installation fee is charged on all installation service orders.Frontier
advises that after review of the records, we found that Mr. was advised
of the installation fee. This fee is valid and will be sustained.Frontier
spoke to Mr. on August 12, 2020. 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 14612180, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I told Frontier that the sales rep. said we will run your credit and get you a deal. Credit was run and no deal given to me.
Deceptive sales practices on behalf of Frontier. I explained this to the Frontier individual that called me today in response to this complaint, but she did not seem to care. Maybe this explains Frontiers "F" rating with the Revdex.com.
Regards
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. is disputing an installation
charge from FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that the installation fee is charged on all installation service orders.Frontier
advises that after review of the records, we found that Mr. was
advised of the installation fee. This fee is valid and will be sustained.Frontier’s
position remains the same as there has been no additional information provided
that warrants a deviation from the original resolutionFrontier
spoke to Mr. on August 13, 2020 and advised of the above 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.
I am filing this complaint with Frontier Communications because since I made the decision to change (phone, internet & cable) services. I left Frontier formally known as *** Fios. I was a costumer for over 17 years. I changed my all my services to ***. Now I am getting a bill from Frontier stating they are charges for Early Termination. My question to their customer services reps is as follows: How can I be charged early termination fees when I was with your company for over 17 years. When speaking with the representatives they state my charges are in part due to the fact I took my original phone number with me. Which was done by ***, they are the ones that made the request of porting my phone number. As a customer I believe this is a very horrible tactic which they are imposing on customers and it is not right especially now with all the financial hardships families are having. Furthermore, why did anyone inform me requesting ones phone number to be ported out contained a charge. Frontier is requesting from me at total of $142.19 for leaving their service and obtaining ***. How is it possible for this company to be allowed to treat consumers in this manner. I have stated to Frontier Communications that I will not pay for this charge because from my view point this is unfair business practices. I left Frontier on May 28,2020 and did make a final payment in the amount of $167.13 on June 13. 2020.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mrs. advises she was billed for an early termination fee but was not in a commitment.
Frontier has investigated the above statements and offers the following response:
Records show service order 75298065 completed August 19, 2019 establishing service with Frontier. Research determined Mr. in the 24 month commitment, which included a $100 *** promotional offer. Records shows service order *** completed May 28, 2020 porting service to another provider. On closing statement date June 28, 2020 Mr. was billed $142.19, which included an early termination fee of $116.55. Additional research determined Mr. did not receive the *** promotional offer. On August 13, 2020 a credit of $116.55 was applied to the early termination fee leaving a balance payable and due of $25.64, this is for the pro rate disconnect charges for Lifeline plus applicable taxes and surcharges. We trust that this information will assist you in closing this complaint. If you have any questions regarding this complaint or Frontier’s response, please contact me.
I've had Frontier Internet since September of 2014. I learned today from a Frontier employee that I've been getting charged 10/mo for landline phone service which I never signed up for and was never disclosed to me. I contacted them and they removed the recurring charge from my bill allegedly, and when I asked how they would be handling my refund for what I have overpaid for the past 72 mo ($720), they offered me a $25 courtesy credit and told me that I had no rights since I haven't called about it before, even though I called within an hour of learning that this charge was an error at best. You will see that I have filed complaints about Frontier and their fraudulent behavior towards me when I signed up for service with them 6 years ago. I expect Frontier to return the $720 they have stolen from me. PLEASE HELP ME!!! I'M AT WITS END!!!!!!!
Thank
you for referring the complaint of ***
***-*** our office for review. We appreciate ***
***-*** bringing this matter to our attention.The
Complaint states that:***-*** is disputing the IWMP charge on his statement. Frontier
has investigated the above statements and offers the following response:Upon investigation, Frontier advises that Mr.-*** has been billed for IWMP since August 29, 2014. Frontier offered to credit Mr.-***’s account for three months of the IWMP as a courtesy.Frontier advised that Mr.-*** has an obligation to ensure that the monthly billing is correct prior to submitting payment.Frontier advised Mr.-*** of the above information. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
I have had three repair call tickets in the past few weeks. 1st was to be here before noon as I take my Brother in-law to dialysis 3 times a week, so I told them I would not be here afternoon. I was assured they would be here by noon. I got back from dialysis about 3:45 and their truck was in front of my house. Man told me there was nothing wrong with the outside lines and I should try unpluging phones and repluging. After trying this I called back and got an appt for a 2nd repair man to come on a day when I don't have to take him to dialysis. He was here and replaced an outside wire, which apparently fixed my phone, but in the process all the phones on the 1st and 3rd, and my kitchen wall phone appeared to be disconnected. I caught him and told him this, and he said he had to go to another call but would be back. After waiting 3 hrs I called Frontier and they said the call ticket had been closed, and I would have to open another one, which I did. Now they are due to come Monday between 8-12 and I hope whoever comes knows about land line phone systems! However when checking on the call ticket number it was not recognized by their system. Further there is no way for me to get a hold of anyone of substance who works for this company. I am almost at my wits end. They are quick to collect payments on the 4 different phone lines I have, but leave us in the lurch when they are in the wrong. Please advise if I have any other recource if this 3rd call is a bust. What if any land line
alternatives do I have.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises on August 3, 2020 a technician was dispatched and restore the service.
On August 7, 2020 I spoke with Mrs. and she confirmed this issue was resolved.
Credit in the amount of $25.15 was issued for time out of service. Please allow 1-2 bill cycles for credit to post to the account. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
We have not had internet for three weeks. I called to report the problem which is a damaged box along the side of the road. A local farmer that rents property has hit the same box for the past three years when doing his crops. Every year the box Is damaged and they take a month to fix it. Anytime it rains or the ground is wet we loose our internet. I called frontier to report it now 3 weeks ago. They had. Contractor put a garbage bag over it. It’s not just our house it’s the whole neighborhood that lacks service. My parents are my neighbors and have no service when they called in they were told they were the only ones so it must be their house. I’m told the same thing when I call in We go through this every year. I’m on auto pay and pay my bill every month and I’m paying for service that’s not provided. And frontier doesn’t care. Their customer service is autrocious. Bankruptcy and restructuring is a waste of money disband the company as they clearly lack any leadership, honesty or customer service
Thank you for referring the complaint of
Mr. Johnson
to our office for review. We appreciate Mr. bringing this matter to our
attention.The Complaint states that:Mr. advises he is experiencing service outages with internet provided by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises a service technician was sent out August 10, 2020 and repaired a routing issue.Frontier advises another tech is scheduled to dispatch on August 14, 2020 to check all the credentials to ensure service issues are resolved. Frontier issued a credit for time out of service and a courtesy credit due to multiple repair tickets needed to resolve. Frontier spoke to Mr. to advise of the above information. Frontier provided our direct contact information if Mr. needs any further assistance. 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.
In the past 12 months, my bank records verify Frontier received total payments from me of $782.37. $48.99 x 12 months =$587.88 approximately. Any month I was even 4 days late I was charged $9. On my July/August bill, I was charged an additional $9.99 to reconnect my service same day with no on-site technician needed.
I attempted to resolve this by calling Frontier billing with no resolution.
Frontier has investigated the above
statements and offers the following response:Frontier advises Ms. had a former account *** that was receiving payments directly from her bank.Frontier has moved the payments from Ms.’s former account to her active account and also credited all late fees and reconnection fees. Ms. will see the payments and credits posted with the September 1, 2020 billing statement.Frontier advises Ms. to update the account information if she continues to submit payments through her bank’s online bill payment system.Frontier spoke with Ms. on August 5, 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.
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
I have ran and had adress changed and promised the internet service.The frontier company worker nicole said I coukd get it I done all the running and I have telephone srecuce through them and now another guy says they cant let me have the internet service because the speed is so slow.
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. would like Frontier Internet service
but has been advised that Frontier Internet is not available in his location.Frontier
has investigated the above statements and offers the following response:Frontier
advises that Internet service is from Frontier is not available for Mr.’s
home at this time.Frontier
is continually working to improve its network and its customers’ experience;
however, Frontier has no specific plans to offer service in Mr.’s location
at this timeFrontier
spoke to Renee on August 5, 2020, Mr.’s wife, and advised of the above
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.
in Wisconsin
ZERO STARS IF I COULD . I called them on July 27, 2020 and they were going to upgrade my internet service on July 29. Received confirmation email from them including a bill. On July 29 the order for upgrade was cancelled. No reason given. Chatted online for 1.5 hours on July 29 trying to get an answer on why it was cancelled. No reason given. I printed off the chat and it was 18 pages of me simply trying to get a reason why it was cancelled. They rescheduled the upgrade and order for July 31. Today I checked again and it was cancelled. No reason given. We did not get any communication from Frontier on either occasion that it was cancelled.
This has been ongoing for many years but we have no other options in our area. Frontier will speak to you about upgrades and they never follow through. Our internet service from them is 3MBPS... that is horrible.
DO NOT GET SERVICE FROM THIS COMPANY. THEY HAVE 12, 000 COMPLAINTS TO THE Revdex.com IN THE LAST 3 YEARS. Their new CEO said the company is now committed to customer satisfaction. He is lying. Customer service reps are not helpful and simply say "that is not my department."
I have internet service through Frontier Phone Company. First thing they upgraded their system to DSL which is good but they shut off my old service off on 7-16-20 without letting me know and give me a new router. I called on 7-17-20, open a ticket for 7-23-20. on 7-23-20 Technician never show up and got notice it was fix. I called after text message and got another ticket for 7-23-20. Again no show, I call and they said the ticket was closed and do not know why. They then send me the new router through the mail. I hooked it up still no service. I call again for the third time. Got another ticket for 7-31-20 for 8 am to 12 Pm then another message changed to 1pm to 5 pm again no show. Call again they said technician was over loaded. Again got another ticket for 8-7-20
Thank you for referring the complaint of
Ms.
*** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises that she has been experiencing intermittent speed and
connectivity issues with her Internet service from Frontier.Ms.
*** indicates that her Internet has been out of service since July 15, 2020
and that Frontier has missed several appointments.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitation of inside wiring and personally owned
equipment. Additional information is
available to customers at https://www.frontier.com/nyinternetdisclosures.Ms.
***’s plan was as fast as 1.0Mbps. Frontier
advises that a recent area upgrade in Ms.’s community provides the
capability for faster Internet speeds. A
technician was dispatched on August 5, 2020 and provisioned the Internet speed up
to 25M. Frontier informs customers that
Frontier expects customers will receive 50% to 100% of this maximum provisioned
speed. Frontier
apologizes for Ms.’s experience and has waived the upgrade install fee
as a courtesy. Frontier advises that all
appropriate credits have been applied for Ms.’s time out of service and
service performance. Please allow 1 to 2
bill cycles for the credit.Frontier
spoke to Ms. on August 7, 2020 and communicated the above information and
provided direct contact information.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
We canceled an account and transferred service to a new address for our business. We purchased a new property and added Frontier Internet and phone Acct # 8133509524. We used a different provider for our phones and went cloud based. I receive a collection call from a company that says we own Frontier $1100 cancellation fee! This was never explained to ME! I feel this was a terrible business practice and want this fee and collection credited immediately!!!!!!!!! Frontier never mentioned we would be charged this fee and I am being told by Nathan that I have to add 4 more lines in order for them to credit the fee and remove the account from collections.
Frontier had found that the customer had
established the account under *** on the date of July 3, 2019. The
customer had agreed to a bundles package of 4 phones with unlimited calling and
frontier broadband on a 12-month commitment.The customer had taken the 4 phone numbers to
a competitor on the date of October 28, 2019. The customer was billed an early
cancellation fee of $1,120.93 for terminating their contract before it was
fulfilled. The closing balance was left unresolved and was referred to an
outside collection agency on the date of January 6, 2020.The customer had called the Frontier executive escalations team
and was advised that the termination charges could be reversed and the account
under be pulled from the collection agency if they were to reestablish
4 lines and internet on a 12-month basis.The customer agreed to add four lines on a 12-month basis to have
the penalty fee credited and pull from the collection agency. The customer
added the four lines to a separate existing account under .Installation of four business lines on a 12-month commitment
completed on August 4, 2020. Frontier was successful in pulling the account
under *** from the collection agency and crediting the account on August 5,
2020. The account now reflects as resolved in full.Frontier contacted the customer on August 6, 2020 to advise the
actions taken to resolve the account and that this account is
considered resolved
I called Frontier to order internet service in the beginning of March 2020, they took my social security, date of birth, phone number and service address. They scheduled a technician for installation on March 31st, the service offered was Simple Internet, $27.99 before taxes for 3 mbps. The technician showed up and installed a modem but given that I live in a rural area, he couldn't get the speed to 3mbps (he was barely getting 1/2 a mega bite per second). I called the next day and was informed that they couldn't service the area after all. They tried for 2 weeks to make it work but on April 17th, after speaking with 5 different customer service agents, the service was cancelled. The last agent I spoke to was Carl B (1-***). On July 30th I received a call from a collection agency telling me that I have an outstanding bill for my internet service. I was redirected to Frontier's billing department and spoke to Beon (department v_dss100) who informed me the service was current and I owed several bills that were sent to an inexistent address (***not sure who came up with that address at Frontier). Beon was able to verify the calls I made and the cancelled service but mentioned that I could still receive a bill because of some "processing" delay. I am hoping the Revdex.com starts an investigation about Frontier practices as I feel vulnerable when a company, that has all my personal information shows such a level of incompetence. Thank you for your time.
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 the service never worked properly and was cancelled.Frontier has investigated the above
statements and offers the following response:Frontier advises that after installing the internet service the speed available was not enough for Ms.’s needs and would not work.Frontier advises service is cancelled and we will need to wait until the bill cycle of August 22, 2020 to follow up for remaining credits to bring account balance to zero. Frontier spoke to Ms. to advise of the above information. Frontier will follow up with Ms. on August 24, 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.
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
I called frontier too disguess my
Account they said that I owed 810.00
I talked to customer service toothy and
Work something out too get my cable restored
Because they said that they weren't going to shut off my cable door the covid19 but they did so anyway .they said in order to restore my service that I would have to come up. With 400.00
I told them that I was on a fixed income that I could not afford that much.they refused to work with me. and have the time my services didn't work I kept going in and out. Thankyou
Thank
you for referring the complaint of ***
*** to our office for review. We appreciate
Ms. bringing this matter to our attention.The
Complaint states that:Ms. stated she disagrees with Frontier billing. Frontier
has investigated the above statements and offers the following response:Frontier records indicate that the customer’s account has a current balance of $810.15. On July 24, 2020 she customer’s services were suspended per Collections. The customer’s services cannot be restored without a payment. Frontier called and spoke with Ms. on May 13, 2020 and provided the phone number of Frontier’s Collection Team to discuss the options that are available.Frontier emailed billing statements to *** from December 6, 2018 through her current statement dated May 6, 2020. Frontier Collection extended account protection to June 15, 2020.We have provided the customer with our direct contact information.Frontier apologizes for any inconvenience the above matter caused. We trust that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
On January 20, 2020 I made a request for internet service through the Frontier Communications website. I was given a confirmation order # of ***, which confirmed a start date of 01/29/2020 and advised me to expect a UPS tracking number when my equipment (router) was shipped. I did an online chat 02/04/2020 with a service agent advising that I had not gotten any tracking information for my equipment. The service agent advised me that no equipment had shipped due to an error on their side and that he would get the equipment shipped. On 02/14/2020 at 9:13 AM I called and spoke with Phyllis who advised me that the equipment still had not shipped and that I was being billed for service. I decided at this time I wanted to end my service with Frontier Communications due to not providing me with the service they promised. Phyllis took my complaint, cancelled my service and back dated my service date to 01/31/2020 so I would not be charged for anything. An e-mail confirmation was sent to me stating my service had been cancelled as of 01/31/2020 and Phyllis gave me a confirmation number of #***. In March 2020 I received a bill from Frontier Communications for on-going service. I called Frontier Communications on 04/03/2020 at 4:57 PM and spoke with Oshane. I advised him of the situation to which he advised me that I owed a cancellation fee of $14.57 for ending the service early. I advised him I was not made aware of this and I paid the $14.57 with the promise from him that this would be the end of my dealings with Frontier Communication. I paid the cancellation fee of $14.57 through an automated system and was provided with a confirmation number of #094050. Again on this date I was assured that this would be the last time I dealt with Frontier Communications and that I was taken out of their system. In May 2020 I received a notice from Frontier Communications that I had an outstanding balance of $62.09 and that I would be sent to collections for this amount if not paid. I again called Frontier Communications on 05/29/2020 at 11:45 AM and spoke with Liz. Liz was unable to assist me due to issues with working from home. Liz then transferred me to Kristen in the Escalation Department at Frontier Communications. I spoke with Kristen and advised her of my ongoing issues. Kristen spoke with the billing department and advised me that the situation had been handled and that she had left copious amounts of notes to this situation on my file and that I would never have to deal with Frontier Communications again. Kristen gave me a Remedy Ticket number of #***. She advised me that she could not provide me with an e-mail confirmation or anything additional to show me that the issue had been taken care of but assured me this issue was resolved. Today 07/28/2020 I received a Collections Notice dated 07/10/2020 from Credit Collection Services on behalf of Frontier Communications in the amount of $51.02. I want it noted that I NEVER received any service from Frontier Communications. I NEVER received any equipment from Frontier Communications. No service technician ever came to my home to start service. I paid the cancellation fee on 04/03/2020 and am STILL being harassed by Frontier Communications and now to the point where it will effect my credit. I can not believe the amount of time, energy and stress I have had to put into dealing with this so-called company for something I never even received. I am at a loss for what I can do next besides provide this complaint and look into legal council. Thank you for your time.
Thank you
for referring the complaint of *** to our office for review. We
appreciate Ms. bringing this matter to our attention.The
Complaint states that:Ms.
*** advises she has been billed for a service she did not receive from
Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
confirmed Ms.’s
service was never connected. Frontier has reversed all charges for the account
and requested a refund. Frontier
spoke with Ms. on July 29, 2020, and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
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 pending a full refund of all monies paid to Frontier Communications. In addition Frontier Communications upholds its promise to reverse all actions sent to the collections agency and/or the credit bureaus.
Regards
My landline phone # is ***. This phone is constantly non-functioning and has no dial tone. In the last 6 month the repair Service was called at least 6 time. The same problem is the box outside the house. They have replaced the box several time and also replaced the case of the box as well. Latest issue we lost dial tone on Friday July 24 2020. The repair person replace the box yesterday Monday July 27, 2020. Today we have no dial tone again. This is so frustrating and unacceptable service. Keep in mind I pay my bill in full even month and I am not getting the service Frontier is contracted to deliver.
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 experiencing frequent outages on phone provided by Frontier.Frontier has investigated the above
statements and offers the following response:Frontier advises the Optical Network Terminal keeps shorting we are monitoring this closely with Ms. directly and phone service is currently working. Frontier spoke to Ms. to advise of the above information. Frontier provided our direct contact information if Ms. continues to have any problems and needs any further assistance. 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.
Been paying for internet at the same location for around 10 yrs and now they are trying to say I live in a congested area and there's pretty much nothing they can do to get my services up and running like they should be but they still want their money. Why should I have to pay for something that I am not getting
Thank you for referring the
complaint of *** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms.
states that she has experienced issues with her internet services from Frontier.Frontier has investigated the above
statements and offers the following response:Internet service speeds are
based on multiple variables, including limitations of the computer, wiring
inside the home, time of day, distance from Frontier’s equipment, etc. Frontier’s Internet speeds
are offered in tiers. The high end of the speed range in a service tier
represents the potential wired maximum speed capability, or maximum provisioned
speed, in that service tier, but is not a statement, representation or guarantee
of the maximum speed a customer will receive. As stated in Frontier’s terms and
conditions, “the speed you receive at a point in time may vary and may be less
than your maximum speed” and “Frontier does not warrant
that the service or equipment provided by Frontier will perform at a particular
speed.” The tier to which Ms.
is subscribes is Frontier’s Internet Pro, with a wired maximum provisioned
speed of 3Mbps. Ms.’s service is provisioned at 1 Mbps.A Frontier consultant has
been in direct contact with Ms. and advised that Frontier is providing
the fastest speeds that it can provide to her at this time. Frontier is not the only provider
in any of its service areas. All areas where Frontier provides service are open
to competition from any provider that chooses to provide service, including
wireless operators and satellite operators. Frontier believes it delivers a
high-value Internet option in its often rural and high-cost service area.
However, Ms. has other choices for her Internet service, including satellite
and other choices if she remains dissatisfied with Frontier ‘s service.Frontier advises that an out
of service adjustment has been applied to Ms.’s account.Frontier spoke with Ms. on
July 31, 2020 who confirmed service is working.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. They had the internet working for 3 days on and off and now it is off again. Yes I do have other options of internet and they know as well as I do that satellite internet will not work any better in my area because of the trees. I tried it. Also the only other company that is even close to my area to provide internet service is Shentel and everytime I try to get service it says it is not in my area. I would not be as unhappy with the services that I am if it would not continue to go down hill like it has. When I moved in 10 yrs ago the services was really good then it slowly went down the drain. I was paying for high speed internet for several years and a tech came out and said I wasn't getting the speed that I was paying for they lowered it to a 3 and paid for that for several more years tech came out again said I wasn't getting that and lowered it again. So they over charged my internet for several years. I got so frustrated that I canceled the services a couple years back tried satellite and a little cloud come over the sky and it would go out. So I have to according to my custody agreement have a phone for my sons biological father to get into contact with him. I paid and got services from frontier back in my home and it was working good then again it started going back down hill I have been told they were going to upgrade the service in my area and here we are years later and still nothing. Was told by a frontier tech himself that the main box needed new equipment installed and they will not allow them to fix it. I am here again without the services I have been paying for and they just keep getting more rude everytime I call. The credit they issued is no longer going to work for me because the service works maybe 3 hours a day and thats on a good day. Its been off more then on since they issued the credit. IF they would just do the upgrades that the techs know they need they wouldnt be so many issues.
Regards
Thank you for referring the
complaint of *** to our office for review. We appreciate Ms.
bringing this matter to our attention.The Complaint states that:Ms.
states that she has experienced issues with her internet services from Frontier.Frontier has investigated the above
statements and offers the following response:Internet service speeds are
based on multiple variables, including limitations of the computer, wiring
inside the home, time of day, distance from Frontier’s equipment, etc. Frontier’s Internet speeds
are offered in tiers. The high end of the speed range in a service tier
represents the potential wired maximum speed capability, or maximum provisioned
speed, in that service tier, but is not a statement, representation or
guarantee of the maximum speed a customer will receive. As stated in Frontier’s
terms and conditions, “the speed you receive at a point in time may vary and
may be less than your maximum speed” and “Frontier does not warrant that the
service or equipment provided by Frontier will perform at a particular speed.” The tier to which Ms.
is subscribes is Frontier’s Internet Pro, with a wired maximum provisioned
speed of 3Mbps. Ms.’s service is provisioned at 1 Mbps.A Frontier consultant has
been in direct contact with Ms. and advised that Frontier is providing
the fastest speeds that it can provide to her at this time. Frontier is not the only provider
in any of its service areas. All areas where Frontier provides service are open
to competition from any provider that chooses to provide service, including
wireless operators and satellite operators. Frontier believes it delivers a
high-value Internet option in its often rural and high-cost service area.
However, Ms. has other choices for her Internet service, including satellite
and other choices if she remains dissatisfied with Frontier ‘s service.Frontier advises that additional
attempts were made to contact Ms. to discuss this issue further but was unsuccessful
speaking with her.Frontier has mailed Ms.
a letter with direct contact information if she needs any further assistance. 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.
I have had at least 10 tickets generated just this year due to my phone service. Every time it rains my phone shows the error message of no line. I have a disabled son so it is imperative I have phone service. The technician never comes to my house, he goes to the main box at the bottom of my street and the leaves me a message that he has fixed the problem. I would love to change phone company but unfortunately noone else comes out to where I live. I can never speak to anyone in the main office to get resolution. But it is ridiculous the amount of time I am without my phone. I have had over 100 trouble tickets in the last 5 years. More than people have in a lifetime. Please help me to get this resolved.
Frontier
has investigated the above statements and offers the following response:Frontier dispatched a technician on July 28, 2020 whom identified and reset a faulty circuit on Ms. Irish’s line. Frontier issued appropriate credit for the reported time out of services for July 2020.Frontier also reviewed previous repair tickets and issued appropriate credits for reported time out of service that was not previously issued.Frontier attempted to reach Ms. Irish to advise of the above but was unsuccessful. Frontier left a detailed message with direct contact information for Ms. Irish. We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Wendy Irish
has experienced as a result of the above matter.
Constantly get disconnected with my Internet and have logged several calls to Frontier Communications. They refuse to fix my issue even though I get text that my issue has been resolved.
Frontier Communications has received notification of a complaint
from the above individual. According to the complaint:Mr. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.Mr. advised that Frontier has not done anything to resolve his issues.Frontier has investigated the above statements and offers
the following response:Frontier advises that Internet service speeds are based upon many factors including network congestion, customer location, customer equipment and Wi Fi network interference.Customer speeds may vary over time.A Frontier Representative spoke to Mr. on July 1, 2020 and Mr. advised he originally ordered 25 Meg, but Frontier was only able to provide 12 Meg because it would require a bonded service and ports were not available.On July 31, 2020 trouble ticket *** was completed on Mr. Internet service. Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’ area at this time.Frontier values Mr. as a customer and has provided direct contact informationIf Mr. has any additional questions, please contact the
undersigned.We trust that this information will assist the
Commission in closing this complaint. Sincerely,Sandi B. Frontier Communications
Internet services were installed on May 15th at my residence by Frontier Communications. (Account # ***-5 TP N)
As part of the oral agreement over the phone with the agent, Mr. T (Contact # , ext ***), the installation charge of $75 + $10 would be waived. I was told to contact him when I receive my first bill.
Repeated efforts to contact T to get the above charges waived was unsuccessful. Similar efforts with Customer Services and Ms L at the Office of the President was also unsuccessful.
As part of my effort to substantiate my claim,
a) I'd provided to Ms L in the Office of the President a list of the twenty five (25) incoming and outgoing calls totaling 242 minutes between myself and Frontier Communications with a request to review the calls and also provide me with the corresponding audio files of the calls. The audio files has not been received to date.
b) I've been served with a disconnection notice effective 07/29/2020 for non payment of the installation charges.
c) I've also been additionally charged $9.60 for late payment of the additional dues. Ms L had specifically told me that late charges will be waived.
d) I'd also brought to attention that my son is on Medi-Cal program. At the time of installation, Frontier Communication had a special that states that if any member of the household participated in the Medi-Cal program, then there would be "Free Frontier technician installation" and a "Free Chromebook" will be provided. I'd brought this offer to the attention of the Customer Service supervisor.
None of the above efforts to convince Frontier Communications agents and supervisors have been successful.
Frontier Communications has received
notification of a complaint for the above customer. According to the complaint: The customer states they have billing disputes related to install fees. Frontier has investigated the above statement
and offers the following response:On May 15, 2020 Frontier Internet was installed at the request of the customer. The installation fee for service is $75 in addition to other fees.Frontier’s Office of the President investigated the dispute related to the install fee and has sustained the charges. Frontier Office of the
President spoke with Mr. to discuss his complaint and was advised
the installation fee is valid and no credit warranted. Our position remains
the same and does not warrant a deviation from the original resolution. 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. Sandra P. Executive Customer Relations