Frontier Communications

I have signed up to receive Frontier service along with *** as a package through a Frontier sales person, contract is a “Frontier” Contract. After using the services for less than 10 days, I called to cancel the service as the internet continued to have disruptions (service just didn’t work intermittently), local channels were not included as promised (there was now an extra charge of $12.00), NHL channel was not included as promised and we had to purchase a separate antenna for $140 to obtain the local channels.

I called the 888 number and requested cancelation on 11/20/2019, received confirmation and expected to be done. I then received a bill from Frontier of outstanding charges. I called again on 12/7/2019 , spoke with Sofia who removed a charge of $480.00 and was to close the account. I then received another bill for $127.19, called on 12/21/2017 to resolve the cancelation. I was transferred to a specialist (Patrice) who informed me that the service was not canceled and that there were no notes of my call from 11/20/2019 nor 12/7/2019. I was transferred to supervisor Ashton who finally explained that *** and Frontier were completely separate even though they were purchased as a bundle on a Frontier Contract. He issued a cancel confirmation number #72008809 and confirmed that there will not be a termination fee. We are to wait 7-10 business days for an equipment return box. I received a collection notice for $244.53 dated February 6, 2020. I called again today, 2/16/2020 and was told that the collections department is closed and will be closed tomorrow as well.

I am looking to have this charge of $244.53 resolved as I in good faith canceled the service and have tried to obtain the box for the approved method of equipment return without success.

Last December, I moved internet services from *** to Frontier and in January this year I added my landline over. It was ported from an VOIP provided. I add this number for over 25 years and it is my main communications with medical, financial, academic and family and friends. Around January the 8th I got an email from Frontier saying that my service was being disconnected on the 10th. I called them indicating I never requested any disconnect. They (customer service) said it wont be disconnected it was just that your service is combining and having a new account number. True to their words, the service was active after January the 10th. It worked fine until midnight on January the 31st (day before superbowl) and it was suddenly disconnected. The payment for the service was auto drafted early in the month of January. I called tech support to find out why my service was disconnected, go no response and for the next 4 hours I was tossed back and forth between customer service and Tech support and sales with no one remaining on the line and having to go through the same complaint over and over again. Eventually, I do not know if it was to pacify me but a tech rep said, the service is not disconnected it is a line issue and they will open a ticket and send a tech out Monday the earliest. (I later knew it was a lie). I called on Monday and tech support opened a new trouble ticket for a tech for Wednesday. Suspecting something was amiss, I called billing and they informed me that a request was made for a service transfer to Florida and that is why the service was disconnected. I never lived in Florida and I never made such a request and Frontier never sent me any email with intent to disconnect or transfer my services. The billing rep said it was futile for the tech to visit as the service wont work since it was disconnected and Thursday will be the earliest it can be reactivated. So they opened a new ticket to send a tech out on Thursday.Feb 4th. Since they do not have appointment after 5PM , I had to have a friend stick around for them to check out the modem and lines. The tech informed that everything inside was good and would let us know if any other inside work was done. I came home and check. Internet and phone was still down. I had to go back to *** for internet service as I seemed to be getting no way with Frontier. I also put in a port with Spectrum. I learnt from *** on Saturday that the port could not complete because the number is not active even though Frontier had informed me (untruthfully that it was). On the 8th of Feb, I wrote the FCC and the Texas Public utility to intervene so that Frontier will reactivate my number. Frontier responded 2 days after acknowledging receipt of the complaint which was forwarded by both commission. The rep from the office promised to look into it and fix the issue. From her observation the record seems difficult to grasp. A tech was scheduled to fix the issue on Saturday. He came and made fixes. He was apologetic for inconvenience I have had. However the internet was working and my phone started working with a different number. When I called my original number, for the first time I started getting "this number has been disconnected or is no longer in service". I never had that for the 14 plus days that my phone was down. A am greatly appalled that Frontier cannot get it right even after the supervising authority prods them. Surely the tech should know what is expected. It only gets worse, I called customer service today (and they were more pleasant than those on February 1st) to find out why they placed a different number on my phone and they said my number was disconnected on the first and they have to wait 29 days for it to be activated and hope that it is not reassigned. So I am expected to lose my phone number for 29 days because at Fronteir whim or incompetence they disconnected my number. This is the height of incompetence and lies and deceit. I am mad about it. This is what I want from Frontier
1. Explanation on why my service was disconnected and why no notice was given to me the subscriber of that intent.
2. Immediate activation of my phone number so that it can be ported to a carrier of my choice.
3. Adequate compensation for the loss service.

In January 2020 I contacted Frontier customer service to advise them I wanted to cancel my services. I was told there was a 5 digit code I need to provide in order to "unlock" the account and until I provided this code they could not get into my account to cancel the service. I offered to provide any of my information, dob, ss#, etc that could identify who I am and in order to get this account canceled. The representative tells me none of my personal information would unlock this account and I would have to have this code to unlock the account. After several phone calls made in January attempting to get this service canceled I called again on 2/8 and was advised by a representative that since I did not have this 5 digit code they could send me a "verification form" in the mail and once that was received back that information would unlock the account. I advised if this could be emailed to me I was told no it would have to be mailed. I asked how long would It take for me to receive this form as this service has not been used since January and I have been attempting to cut this service off and due to their unwillingness I am continuing to be billed for this service. She stated to me I should get the form in about 3 business days and since I was just in the start of a new cycle I do not have to worry about being charge another billing cycle as it should be resolved by then. Here it is 2/16 I have not received this "verification form" from Frontier but yet they called me again about this past due bill and no one can assist me with getting this account cancelled. During the call I asked about disputing the bill as I do not feel I should be responsible as I have tried to cancel this service for sometime and I was told it cannot be disputed until they "unlock" the account. I asked if the account could be noted she stated to me it cannot be noted as they cannot get into the account with out the code. I am very upset that this issue has been ongoing for as long as It has. I have NEVER heard of a company that does not have access to get into their system due to a code that I do not remember setting up. If a code was created at the time services was established, it is not uncommon for a customer to forget a code that was established YEARS ago and the company does not have alternate avenues of getting into a customers account. I am very also confused on what information that are requiring on this form that I have never gotten that they cannot verify with me via phone.

I have called Frontier 4 times with the last time being hung up on and have spent over 4hrs trying to get this rectified and I still have a billing problem. I changed my phone number over a month ago from to . This in turn gave me a new account number of which I wasn’t made aware of and when I made my last payment through bill pay BOA of 184.61 on Jan 31st it went to the old account number of . I have gotten 2 CASE ID’s from 2 of the 4 ppl I have spoken to promising this has been taken care of and transferred to my current account . They are S-79086284 and S-79278103. My account shows delinquent and I have made my payment!! I am sooooooo angry with this company, the incompetence of the agents blows my mind. How can I be promised this is rectified and given confirmation numbers and be hung up on and my account still shows as if I haven’t made a payment and I’m close to disconnection!!! No one will get me a supervisor either, all these agents insist they can fix it and I get lied to. I make my payments on time EVERY single month!!! Bc your system can’t identify a number change and fix itself on the back end is not my problem! If I go to collections for this I will get a lawyer! This is absurd!!!

This company is either unbelievably incompetent, or they have a systematic policy of purposely mishandling situations in order to explore every possible way to collect extra money. I moved to a new home the first week of November. I attempted to transfer my internet service. First call they were unable to access their system, I was told to call back. Second call they took all of my information and initiated the transfer. Days later they called back and said that they were unable to provide service for us at the new location. I canceled the service. They kept billing me anyway. I had to call back and cancel the service two more times before they actually canceled it. They also never sent a box to return their equipment, which is the only way that it can be returned. I had to call back and ask them to send the return box. I promptly returned their equipment. I was notified that the equiptment had been delivered. Three months later they sent me a bill for the equipment, stating that it hadn't been returned. Luckily, I still had the receipt from when I had sent it, and the delivery confirmation notice. I called again with all of the information and they assured me that this time it was all settled. I would suggest never using their service.

This is the worst company to deal with and I don't know how the State of California let them do business in our state.
My elderly mother passed away on 1/18, and I called to terminate her service on 1/30, and they told me it would be done in a few days, then I found out in the mail they would not terminate her land line until 19 days later on 2/18. But we already returned her apartment and her lease ended 2/1. Every time I called, they would say that was the best they could do.
This is the 21st century, why they could not terminate her line right away? And they said her bill from 1/25-2/24 period will have to be paid in full. Should that not be prorated? As we asked the service to be canceled on 1/30.
Unfortunately, this was the ONLY company that provides landline for my mother's residence. So they have EXCLUSIVE and MONOPOLY power over their customer. Every time I called them to resolve previous issues for my elderly mom, it was a nightmare. They are a terrible company to do business with.
People who lived in the area they service should call their State, Local, and Federal representative and ask those representative to audit their business practice. As they are ripping off their customers.

I signed up for frontier tv, internet and phone phone service when I moved to Tampa. The first issue I had was that the service was supposed to be installed and the technician never showed up for the appointment. I called and rescheduled and finally someone came out to install. I was credited $25 for the missed appointment. Come to find out, the technician claimed that he came out the first time but he didnt. After getting the service set up, we soon discovered the the tv service did not work properly. We phoned in and did online chats to try to get the service working right. After numerous long and unsuccessful attempts at getting it to work, frontier finally decided to send out a technician. The guy came out and told us there was nothing he could do and that we should just disconnect the service. I phoned in the next day and cancelled the service and the agent said that we would be credit back over $80 for the cable that we paid for. I had already paid the bill for the past month so there was no way to refund us the money so he said it would be credited within 48 hours to my account. After 3 or 4 days and still no credit to my account I did an online chat with frontier again. The agent I spoke with that time said that she saw no evidence of a credit that was supposed to be applied to my account in that amount but that they did credit me back $25 (which was for the missed appointment but she tried to tell me it wasnt). I told the agent that I was owed a refund and that I would like to speak with a supervisor. The supervisor finally got on the line and told me the same thing the other agent did. I argued and told him he should listen to all the calls I had made in the past. He was silent for awhile and then finally came back and said he knows that the initial agent that I cancelled the cable through had said that I would receive a credit but that that agent never even put in the request for the credit! At that point, the supervisor said that he put in a case to the escalation team and that I would be heating back from them. 2 weeks later, I still hadn't recieved a call from the escalation team so I phoned in yesterday to see what was going on. The agent I spoke with that time rudely told me that it would take around 3 months to get a credit to my account. I told her I would like to speak with a supervisor and she said the supervisor would just tell me the same thing. I told her I would still like to speak with the supervisor. After about 10 minutes on hold, the agent came back and said that she spoke with the supervisor and that they had decided to credit my account with $64, but that it wont be on my account until next month! I would like to have my account ACTUALLY credit. Also, the customer service is absolutely HORRIBLE. I work for a call center and if I ever treated our customers as rudely as I have been treated, I would be out of a job. Even the last agent that I spoke with said that she knows that the customer service there is terrible, but yet she was one of the rude agents as well! Not once have I had an apology for the way I have been treated or even for our cable service being so bad. Frontier is a sad excuse for a company and if I didnt need the internet for my job, I would have cancelled my service right away. The only person that has been decent to me through the whole thing was the sales agent that sold me the crappy service to begin with.

My internet was not working when I awoke this morning (6 am EST). I contacted the ISP (around 8 am EST), Frontier Communications, and was left on hold for over an hour. I was advised that there was an outage in my community with no resolution time. I then received an email stating services had been restored, however they were not. I accepted a call back many hours later, upon which I was again placed on hold for over 45 minutes. At this time I gave up and hung up the phone. I proceeded to contact them via Facebook messenger and was advised the outage was still an issue with no resolution time. I will gladly provide transcripts of that conversation for your records. I am infuriated at the lack of transparency and firm resolution. I depend on my ISP to fulfill my full time job responsibilities and the company has not put forth any good faith resolution to the matter.

My service was suspended 4 days ago over an old account I wasn't aware of. I paid the outstanding balance and Frontier will not restore my service. I keep calling and talking to customer service and they just keep shuffling me from person to person and don't fix the issue. Now I'm told I have to call back 2 days from now. This is after talking to numerous supervisees over several days and being informed my service would be restored within 24 hours each time. I feel as though I'm being scammed.

In mid -December 2019 I cancelled service Frontier effective 12/31/19 for the business ***, which had closed. Customer service gave me a confirmation # *** and stated I'd get a close out termination bill that month and nothing further needed to be done. Although I paid this (and all bills) received in December, in 2020 I continue to get bills for internet service from Frontier as well as collection letters threatening to cut off my internet service (which should have been cut off at midnight 12/31/19 per Frontier's customer service. Frontier has violated their verbal contract with me and continues to bill me for service I neither desire nor use.

I entered a contract for bundled services, Triple Play, in March 2019. In October 2019, I was not satisfied with the VOIP portion of the service and canceled it. The customer service representative said my contract price would not change. However, I was charged separately for internet and cable TV service. My monthly bill increased from $123 monthly to $227 monthly. As of January 8, 2020, I canceled service with Frontier. I was billed $207.60 through February 8, 2020 despite no longer have service. All equipment was returned in January 2020 for which I have receipts. I never received an itemized closing statement yet on 2/14/2020 I received a threat of collection letter dated February 8, 2020 demanding payment by February 19, 2020. Customer service rep, Latasha, hung up on me and I called back to request duplicate closing statement. Advised mailed statement will take 3-5 business days to arrive. I asked for payment be deferred until I review duplicate statement. This request was denied.
This complaint is disputing being charges for services not received. Also, I'm complaining about the unprofessionalism demonstrated by customer service representative in collections whose name is Latasha. It's no wonder Frontier's quarterly earnings have dropped three months in a row and now seek bankruptcy protection in March 2020.

Poor internet service. We have called repeatedly and there has been no remedy. I have had two instances of putting in a technical ticket for their technicians to come to the house. They have insisted that someone needs to be home and then no technician shows up. Today was second instance and I had to leave work to be home. Window of arrival was 1-5pm. Technician was to text me when 30 minutes out. I arrived home at 1:15. Called Frontier at 2:44 to confirm technician was still coming. Agent confirmed. Called at 4:05 and was told ticket was closed and issue was remedied. It was not, Internet was still not working. I was on the phone for 25 minutes when I was disconnected. No call from Frontier was received, despite having verified my contact phone number “to reach you at if we are disconnected “. I waited about 15 minutes and called back. New technician confirmed ticket had been resolved. Did a test on my line to confirm connection and confirmed we were not connected. Started another ticket. This person was trying to help and placed me on a hold and tried to get to dispatch to have someone come out today as the original ticket stated. After an extended hold, She said local office was open from 8am- 5:45pm and that we should call back tomorrow befor 8 am to have our ticket prioritized. I told her I would but also advised it was only 5:14 local time and they should be answering. The put me on another hold to attempt contact but was unsuccessful.

Frontier Communications service has been atrocious since we moved in spring 2019. We previously had service with them and it was adequate. When we moved I called to have service transferred to new residence. They were unable to do so without creating a new account and had to pull credit on me. Then when I finally managed to get the new account set up they failed to disconnect to old service.

They seem to have multiple systems that don’t communicate well. When I share my story with coworkers and friends everyone seems to have had similar poor experiences. Frontier Communications needs to do a better job. It’s unfortunate that they are the only option in many areas.

Since 10/02/20 I have a problem on my internet, I am already on the 3rd call and still haven't solved the problem and today I received a message stating that the date that was expected for the technician's visit had to be changed, so I did the procedure that was given to me and I contacted Frontier and the date of the visit was actually changed, so I asked if I could return the date, because the new date that was passed will be for 02/17/20 and as I explained to the attendant could not go so long without internet, because I already have several jobs overdue due to lack of internet, he informed that he could not change it, but that he put a note so that if there is any withdrawal in the programming they would try to fit me so that was attacked.
In short, I have no internet, Frontier knows the information and does not resolve it, I still have to waste my time to call, if I always have to do the same tests before they open a call.

I have been a customer since 2011. I recently discovered that I was being charged a non published listing fee for a phone line that I did not have. This was a monthly charge, occurring every month since 2011. When I contacted them, the admitted the error and removed the charge from future bills. However, they refuse to do any more than credit me for 3 months worth of the charges which is just over $20, after charging me hundreds over the course of time. They placed the blame on me, saying I should have caught it sooner. Yes, I should have caught it sooner, but I’m the age of E-bills, you generally don’t see the breakdown when you pay the bill.

When I signed up for internet I was told I will get 200$ *** gift card after paying 2 bills successfully but now they can't find any record of it

We had contacted Frontier about switching our phone service from *** and came to an agreement on price which also included no installation charge. We had the install and received our first bill with a installation charge and the agreed monthly charge of 119.00 for 3 lines doubled to 230.00 per month. They failed to inform our business of the 110.00 in extra fees that are attached to the bill. We would have never switched our service if we knew the total bill. We were told the total was 119.00 per month. We believe they are using deceptive sales pitches.

ordered home phone service from ***, they said Frontier services my area, and they just had to flip the switch to turn it on. Called Frontier, they booked time for someone to come out, but morning of the apt they called on the land line, to say they have turned it on and make sure it was working. The cost was to be 29.99 plus taxes a month. after about 10 days of having the line we got a bill for xx.x. When we called to complain they said we told you it was going to cost this much, of course they didn't, who would get a land line for that much a month. We then asked for a credit, they refused, asked to speak to supervisor, they refused. Told them to cancel the line, they said it would take 2 weeks, even though we pointed out that all you have to do is flip a switch, they then said it would be turned off tomorrow, along with a 100 charge to turn it off.
checked last pm to see if it was still working, it is. They want to keep it on till the 27th. The break down of the bill is as follows..
total-99.61 29.99 is monthly fee/ 50.64 service charges that are the following 3.99 carrier surcharge 1.50 road work 13.10 network connection 32.05 service order charge. taxes 18.98, without all the service charges this would have only been 10.00. billing date is from 2/3-2/27.

I was verbally told that they offered service in the area I had to move because of work. Once I moved and called I was told they do not offer service. The rep cancenceled my service was Brandi who then falsely notated the account that my cancelation fee was 1650$ and that I stated my employer would pay that. None of that was said and then I received a bill for 1889$

On December 26,2019 my internet was not working. I called and asked for someone to come and fix. During the conversation I also asked if my bills could be consolidated to ONE as I had been receiving 2 different bills (due to 2 different phone lines-2 different accounts).
At this time the gentlemen said of course. On the statement ending in January 31, 2020 I still received 2 separate bills and was now charged not only for 2 phones lines, internet but charged twice for cable! I called back again to fix the billing, within talking with Frontier (to fix bill) my cable was then turned off. I called the next day because of this..cable was then turned back on but my internet was then turned off! I called again!!! Literally talked with 10 people throughout company and somehow got internet back on. I work from home and cannot afford to not have services. My bill is still NOT correct, I was on the phone this morning for 2 hours (took a screen shot) to finally get a supervisor who said that I was denied twice for this "double bill".
Their customer service department is by FAR THE WORST I have ever dealt with and they should be ashamed. If there was another provider in my area I would of switched a long time ago!!! I have always paid my bills timely and to what I owed for well over 10 years! This treatment is ridiculous. To sum this up I have spent 8 hours and talked with close to 30 people just to resolve an overcharged amount of close to $320.00.

On July 24, 2019, a service technician came to our home to examine the outside line that runs from the pole at the corner of our property to the house. Our internet service had been poor and when I called to report it, I was told they had had some issues in our area and would check our line. I was told that there would be no cost to me. The service technician came, after waiting two weeks, was on our property for less than 5 minutes and told me there was no problem with the outside line. He also told me that there was no cost for this service and that Frontier only charged if a technician entered the home. The service did not require him to enter our home. On my August 2019 bill, I was charged an $85 service fee. I filed a dispute claim for this charge in September. I continued to pay my bill each month, deducting the amount of the service charge. In January, I received a letter that my *** Network (bundled with my Frontier) was going to be disconnected due to lack of payment and that I owed $112. I called Frontier and was only then told that my dispute had been denied. We received no communication from Frontier about our dispute claim. When I filed the dispute, I was told that I would receive notification of the outcome. The customer service said that I should have received something in writing. No one could explain where the $112 dollars came from but that I needed to pay that in order to not have my *** service disconnected. Between my husband and I, we were transferred multiple times and finally my husband spoke with a manager who said that we should have been notified about the dispute and that he would credit our account for the $112 as well as the late fee that had been applied. I went ahead and paid my normal bill for January. We thought it had been resolved. The manager even gave us a credit reference number. On January 28, 2020 our *** network service was disconnected. Again, we call Frontier and are shuffled amongst several people. We are told that we owe $2.94 and that is why our *** network was cancelled. No one could tell us where the $2.94 came from and no one said anything about the credit that we told them was applied to our account. They just kept saying we owed $2.94. So, we paid the $2.94 and our *** network was restored the following day. We were told we would not be charged a reconnect fee. Once again, we thought everything was handled and we could finally put this behind us. Yesterday, February 13, 2020, we received another disconnect notice saying that our *** network would be disconnected if we did not pay $109.06. Again, I called Frontier customer service, was shuffled around to 4 different people. I had to repeat the story over and over. Finally, after 1 1/2 hour, a lady told me that our $112 credit was denied and so the bill amount I paid in January was applied to that and not to my bill. The $2.94 was the remaining amount from that supposedly credited amount. We were not notified that the credit did not go through. We were not even told that it may not go through. We were given a credit reference number and were told that it was handled. We want our bill credited for the amount of the service call, the late fees and the reconnect fee. We also want to know why we were never contacted about our dispute claim and our credit. How is the consumer supposed to know if they are not contacted in some way? I have gone back through emails and there is nothing. We have received nothing in the mail nor a phone call. We have been treated so poorly on the phone. Customer service agents have been rude and of no assistance in this matter. I don't even know exactly what I owe at this point because it keeps changing and no one at Frontier can explain it to me. We pay our bill every month and this has been so upsetting to both myself and my husband. Is there anyway that you can assist us with this matter.