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 internet service has sold my household a 12 mb service and has not provided that service. We have had multiple technicians come to the house to repair the service, who have informed us that the service that was sold to us should have been denied due to our range to their closest service point. We have been informed that our service could be improved if the speed of the internet was reduced, but it has not been. Frontier has continued to charge us for a product that they have failed to deliver, multiple of their technicians have stated that the service could be improved if it was throttled. Frontier continues to reduce our internet connection and charge us more for a service that we have not received in a year and a half. We have no other choice in direct connect internet service.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr.
*** states Frontier Communications has sold him 12Mbps internet and has
not provided that speed. Mr.
*** states multiple technicians come to the hour to repair and he was
told he should have been denied due to our range to their closest service
point. He states his service could be improved if the sped was throttled
but it has not been. Mr.
*** states he continues to be billed for a product Frontier fails to
deliver. Mr.
*** wants a billing adjustment for the time he paid for a higher
internet service Frontier was unable to provide him and to give him the
best possible service he can have at a fair rate. Frontier has investigated the above
statements and offers the following response:Frontier has made several
attempts to contact Mr. regarding this issue and was unsuccessful in
speaking with him. Frontier has emailed a call
me letter with direct contact information if he needs any additional
assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of
the above matter.Frontier Specialist: Kelly
E*** Department: Executive
Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I have attempted to contact frontier and have made them aware when I am available to speak to them and they continue to to attempt to contact me while I am working. When I attempt to contact them their agent is not available.
Regards
Frontier CommunicationsThank you for referring the rebuttal of ***
to our office for review. We appreciate him
bringing this matter to our attention.The rebuttal states that:Mr.
*** states Frontier Communications has sold him 12Mbps internet and has
not provided that speed. Mr.
*** states multiple technicians come to the house to repair and he was
told he should have been denied due to our range to their closest service
point. He states his service could be improved if the speed was throttled
but it has not been. Mr.
*** states he continues to be billed for a product Frontier fails to
deliver. Mr.
*** wants a billing adjustment for the time he paid for a higher
internet service Frontier was unable to provide him and to give him the
best possible service he can have at a fair rate. Mr.
*** states he has attempted to contact Frontier and has made them aware
when he is available to speak to them and they continue to attempt to
contact him while he is working. When he attempts to contact them, the
agent is not available. Frontier has investigated the above statements and
offers the following response:Frontier spoke to Mr.
*** on August 18, 2020 and after review found an order to correct internet
outages/issues, Technician had to change his internet from 9Mbps to 3Mbps
otherwise he would continue to have issues.Mr. was advised
that even though his speed was changed he is currently paying lower than he
would if he changed so he is better off with what he currently has. Frontier reviewed past
billing and found that Mr. has not had 12Mbps only 9Mbps, so no billing
adjustment was warranted. Frontier informed Mr.
*** that he currently has a discount until March 2020 and he would need to
contact Frontier when it gets closer to the discount ending so that he can ask
if there is any other discounted rate he can go to once his current discount
expires. We trust that this information will assist you in
closing this rebuttal. We regret any inconvenience
that Mr. may have experienced as a result of the above matter.Frontier Specialist: Kelly
E*** Department:
Executive Relations :
Frontier has a scam going on when you decide to leave them. First, you are always in the middle of a billing cycle so that have to charge you a full months bill. They then send you a box to put all of your cable boxes in to send back to the company. They will then claim they never received the cable boxes or, as in my case, they received only one of the cable boxes. They told me their warehouse just scans the outside of the box so it only sees one box as having shown up. I informed them that they were the ones who told me to put all 3 cable boxes in the one box which had slots for all 3 of them. I was then charged $288.81 for non-return of equipment. The rep said he would go ahead and mark the account saying all boxes had been returned, however, it would take 2 to 3 billing cycles (2 to 3 months) to clear this up. It doesn't take a rocket scientist to see the scam taking place here. I wish I knew how to start a class action lawsuit!
We canceled my father-in-law's phone, TV, internet service in March 2020, and all equipment was returned--modem, 3 DVR's, remotes, cables & cords. He had received bills from Frontier National Collections Center in May ($207.90) and June ($451.00). I called Frontier both times, and both times I was told they'd take care of crediting the account. They verified that the equipment had been returned. Now in July, he has received a bill ($451.00) from Frontier National Collections Center as well as the Credit Control Corporation, which if not resolved would be reported to Credit Reporting Services and affect his credit, and I assume mine as well since I was an authorized user on the account. I will be sending a written letter to them disputing the charges and detailing who I've talked to, the confirmation #'s, copy of the UPS equipment delivery.
Frontier Communications has received notification of a complaint from the above individual.
According to the complaint:
Mr. advises he was billed for services and unreturned equipment after disconnecting.Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier advises that Mr. ported his service to another provider on March 10, 2020.
Frontier advises on the May 16, 2020 billing statement, Mr. was billed $451.00 for unreturned equipment.
Frontier determined all equipment was received. A credit was applied that brought the balance to zero.
Frontier spoke with Ms. who indicated satisfaction with the resolution.
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.
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 changed to frontier advantage in November of 2019. I have had problems since day one. The service keeps going out every time it rains because the wires get wet. I contacted the service individual and he informed that the wire couldn't be replaced because they were 30-50 years old. He also stated that it needed to be raining so that he could locate the problem. It rained last night (7-26 2020 and today 7-27-2020). I was told by the technician that he would come out when the person who had the truck completed his tickets. That was at 7:34 am on the 27. I contacted him later and he said that he was still waiting for the technician who had the truck with the bucket to complete his tickes. It is now 7:13 pm and I have not heard back
Frontier CommunicationsThank you for referring the
complaint of L
A *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Mr. indicates that technician was scheduled to his location however missed his appointment.Frontier has investigated the above statements and offers the
following response:Per Frontier records on July 28,2020 a technician was dispatched and completed the work.Frontier representative has made several attempts to reach the customer however we were unsuccessful. We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager
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,
***
P.S
After talking to my wife the emails were sent to her email address because the account is in her name. My apology.
Frontier is basically impossible to reach via phone, we’ve had internet problems here for several years with no or little results.
Today we were scheduled for a technician to come to our house between 1 and 5:00, no one shows up with no call or notification.
Their service is a complete joke!
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention. The Complaint states that: ? Mr. advises he has experienced internet problems and needs repair. Frontier has investigated the above statements and offers the following response: ? Upon investigation, Frontier states that on July 25, 2020 a technician repaired Mr.’s internet service. ? Frontier states that a credit in the amount of $42.00 was provided for the time he was out of service. ? Frontier spoke with Mr. on August 11,2020 and verified that the service has been working well and there have been no further issues. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Our home phone number () was discontinued and cancelled with Frontier approximately 8 to 9 years ago and in December of 2019 we received a bill for our home phone from Frontier Communications as we called to cancel our internet. We stated we had already paid our last bill and had email confirmation etc which we now do not due to the time passed we no longer have the records. We then noticed that this is displayed on Stephen's ***'s credit report. The reason this cancellation stands out to us is we had to call several times to get them to disconnect our phone and in fact would be talking to Frontier stating we need phone number *** disconnected and they would tell us this was complete and we would then inform them, "no it's not we are calling from that phone as we speak." We then asked for email confirmation due to the many errors they were making but no longer have this proof as stated above, too much time has passed and the records have been shredded.
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate your bringing this
matter to our attention. According to the complaint: Mr. states Frontier continued to bill for phone service that was terminated over 8 years ago. Frontier has investigated the above statement
and offers the following response:Mr.’s internet service remained active after the phone service was terminated. The account continued to bill under the same account number, which was also the phone number. Mr. states he returned the router in July 2020 and assumed that would automatically terminate the account. Mr. would be required to call Frontier to request cancellation and therefore the service remained active and continued to bill. As a courtesy, since the equipment was returned, an adjustment in the amount of $189.50 has been applied to zero the balance. A request to delete the account from credit reporting has been submitted. Please allow 30 days for the credit bureaus to update their information. We trust this information will assist you in
closing this complaint. Frontier apologizes for any inconvenience the customer
has experienced as a result of this matter. Thank you,Edna V. Executive Customer Relations
I needed to get home internet service in order to work from home during the COVID-19 pandemic. I received and accepted an offer of service from Frontier. I have received a disconnect notice requesting payment of $139 by August 4. The actual amount owed of $79.64 is due on August 10. I have made multiple calls during which I spoke to people who are difficult to understand, who transfer me multiple times, and then ultimately disconnect me.
Frontier Communications has received notification of a complaint from the above individual. According to the complaint:Mr. is disputing his bill for services from Frontier. Frontier has investigated the above statements and offers the following response:Frontier advises that the correct price for the package that Mr. subscribes to is $34.99 for internet. Router Fee of $10.00. per month plus taxes and surcharges.Frontier communicated the above information via email date and included direct contact information. We trust this information will assist you in closing this complaint and apologize for any inconvenience the customer experienced as a result of the above concerns. Kevin S.Frontier Communications
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.
While the response from Frontier is a lower
monthly charge than I have been receiving, it is still more than what I was
offered. Here is what I was offered:Vantage Internet $29.99$10.00 Discount For 12 Months Internet 50/50WiFi Router $10.00Estimated Taxes and Other ChargesState Taxes and Other Charges $5.44
Regards
Frontier
Communications has received notification of a complaint from the above
individual. Frontier
has investigated the above statements and offers the following response:Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. The information provided by Frontier is directly related to information obtained during the investigation; which is based on Frontier’s account notes from billing, sales, tech support, and the order history.. We
trust this information will assist you in closing this complaint and apologize
for any inconvenience the customer experienced as a result of the above
concerns.
I wanted to receive internet service with frontier they never showed up I called they said they would drop the equipment off so I could self install that was fine with me that was 2 months ago never received equipment called them to cancel they said no problem they then sent a letter saying I didn't qualify for service and never returned my $35 deposit since then I've been getting bills I called them and spoke to someone who seemed very helpful I thought it was taking care of I received another Bill this will be on my credit report please help me .
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Ms. stated she never received internet services from Frontier. Ms. also is disputing bill she received from Frontier for internet services.Ms. is also inquiring about her deposit refund. Frontier has investigated the above statements and offers the
following response:Frontier records reflect that Ms. modem was not received and no data usage reflected on her account.Frontier advise that when Ms. disconnected her account our system generated another bill causing the customer to be billed for the next month.Frontier records reflect that credit has been issued for the entire account to zero it out.Frontier will process the deposit refund was all final billing is complete. Please allow 1-2 billing cycles. Frontier representative has spoken to Ms. and provided 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.Frontier Specialist:
Tocoma K. Department:
General Manager
I did order internet service and did cancel I 20 min . But I was billed for service and equipment . Nobody did any work in my house I did never receive any equipment. I was reported to debt collection company. I did call Frontier and I did send certify letter nothing works. I do have record on my credit as no payment debt.
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. advises that he cancelled his order to install, before the service was activated.Frontier has investigated the above
statements and offers the following response:Frontier advises that we investigated the complaint, and found that Mr.’s account service had usage. Frontier spoke with Mr. on August 3, 2020, and advised of the above. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
*** has experienced as a result of the
above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did never did receive any frontier equipment. Frontier never did wiring or connected anything in my house. Never frontier technician visit my house. I did send them copy of my work order from another company Service Electic on 08/01/2020 and they say that I did send them telephone connection order. I did never have telephone in my house.I did never order telephone in my house. They are ignorant and disrespectful company
Regards
Thank you for referring the complaint of Mr.
*** to our office for review. We appreciate
Mr. bringing this matter to our attention.The Rebuttal states that:Mr. advises that he cancelled his order to install, before the service was activated.Frontier has investigated the above
statements and offers the following response:Frontier advises that we investigated the complaint, and found that Mr.’s account service had usage.Frontier spoke with Mr. on August 3, 2020, and advised of the above. Frontier advises that Mr. advised via email, that he did not want Frontier to contact him.Frontier has investigated Mr.’s complaint, and our position has not changed. We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Mr.
*** has experienced as a result of the
above matter.
Frontier's intermittent internet service has been an issue for us for approximately three years. The internet drops daily and kicks us offline on a regular daily basis. We have more than one dozen trouble tickets in with Frontier, which Frontier "clears" without sometimes even showing up at our house and in spite of not actually fixing the issue. The linesmen have stated that the line coming up our road is unable to handle the internet traffic in our area and that this line is oversold. Frontier's executive department has been made aware of this via a direct letter from us and by previous Revdex.com complaint. During the time of these troubles, the bill has increased by approximately 200%. Frontier's billing management team graciously provided us with two $25 credits over the course of spending thousands of dollars on a service they will not fix and know they are not providing. Frontier's billing management team noted in a review of our file history that the line is oversold and that they will not do any more with techs trying to fix the line. Frontier did offer us to upgrade our service and pay them more. That's the resolution. Billing for a service that you know you cannot or will not provide in New York is fraud.
Thank you for referring the complaint of
*** to our office for review. We appreciate Mr. *** bringing this matter to our attention.In the complaint Mr. *** expressed
concern stating, “Frontier should not be able to bill for full service when it
is aware that it cannot or will not provide this service to certain
customers”. Mr. *** is seeking a custom plan for $19.99
per month looking back and moving forward, until such time as his service runs
without daily drops.Our records indicate a technician was most
recently dispatched on July 9, 2020. The
trouble ticket was documented and stated the Digital Subscriber Line (DSL) test
was good at the Network Interface Device (NID), the Inside Wire (IW) was
replaced and new CAT5 wire was places and the jack was replaced. Also, the line cord from the jack to the
modem was replaced. The DSL was working,
and the technician stated the customer was surfing. The customer was informed of the work
performed. As of August 11, 2020, no
further trouble tickets have been reported.The August 7, 2020 billing statement
reflects a previous balance of $127.23, there was no payment received, a credit
was issued for $49.41; reducing the balance to $77.82. The current charge for August is $67.98,
which brings the total account balance to $146.07.On July 25, 2020, Mr. *** was
informed the only way charges can be stopped is to cancel the service or place
it on Vacation hold. Frontier does not design custom
rates. When a customer is out of service
for 24 hours or longer, the customer is eligible for out of service credit
adjustments. Frontier cannot guarantee
internet connections will never drop or lose sync. Mr. *** currently subscribes to Simply
Broadband Max for $54.99 per month.From April 8, 2015 – April 7, 2017, Mr.
*** was subscribed to Simply Broadband Max, which was two-year term and
the rate was $29.99 per month. The April
7, 2017 billing statement reflected the increase of the Simply Broadband Max to
$34.99. This rate was good through March
5, 2018. This same billing statement
included the following:Notification: Your current Frontier
promotional rate will expire on 04/07/17. On that date, associated promotional credits and discounts will no
longer appear on your bill. For
questions please call Customer Service.The March 7, 2018 statement reflected an
increase for the Simply Broadband Max to $44.99; however, with the $5.00 price
discount (Good thru 12/06/18), he is billing at $39.99 per month. Once the $5.00 discount expired December 6,
2018, the service increased to $44.99.The August 7, 2019 billing statement
included the following:Notice: Frontier recently reviewed accounts for pricing consistency and discovered
you may be on an outdated pricing plan. Beginning with your next billing statement. The September billing statement included this
increase to $54.99 for the Simply Broadband Max. Mr. *** is currently billing the $54.99
per month for this service.We sincerely apologize for any
inconvenience this matter has caused. It
is imperative to note, the rate of Simply Broadband Max, without any
promotional offers is a $54.99. Should
Mr. *** wish to reduce the monthly, a service downgrade is required. Sincerely,Felicia T.Executive Customer RelationsFRONTIER COMMUNICATIONS
I reported over a week ago that my phone was out and that I could not receive any phone calls. A week later they sent someone out to my house And the technician told me I needed to replace all the phones in my house.After doing thisHe leftAnd I went to replace my phones. After doing that it still wasn't fixed So my daughter calls for meTo inform them of their poor customer serviceIn the representative insisted it would be correctedBy SaturdayEvening.I calledOn Saturday after no one showed up to fix my phoneAnd they informed me that nobody was going to come out untilThe following Friday.After explaining to them how upset I wasWith getting the runaroundThey said that they would send someone out Monday.I am a disabled individual andMy father is on hospice and I am the emergency contact.Not only did they make meSpend my own money instead ofShowing me professional courtesy and helping fix itBut the operators had condescending tones and treated me like I was just some fool. They also do not document their notes properly.The notes still said the technician was there but he had left hours ago.
Thank you for referring the complaint of
*** to our office for review. We appreciate Ms. for referring this matter to our attention.In the complaint Ms. expressed
concern regarding reporting her phone was out over a week ago and she was
unable to any phone calls. A week later
a technician was dispatched and advised her she needed to replace her
telephones. After replacing her phones,
the service was not fixed. Our records indicate trouble was reported
on July 21, 2020, which indicated Ms. was unable to receive calls. A test call on July 21, 2020 revealed the
landline range continuously without end. On July 24, 2020, after replacing her telephones, Ms. continued
to experience the same trouble. On July 24, 2020, a technician was
dispatched to the premise and isolated trouble drop. He re-spliced and dial tone was restored, and
the customer was able to receive calls. On July 25, 202, the customer reported No
Dial Tone (NDT). According to the
trouble ticket, there was a communication failure and the customer was able to
call out but could not receive calls. This ticket has been attached to a Common Cause ticket (551169), which
is scheduled for repair on July 7, 2020. However, our records show this account was ported out to a Competitive
Local Exchange Carrier (CLEC) on August 5, 2020. This telephone number was ported out to Level
3 Communications and activated on August 5, 2020.We sincerely apologize for the
inconvenience this matter has caused. If there is anything further Frontier needs to address, I
can be reached at EXT 111-3143.Sincerely,Felicia T.Executive Customer RelationsEXT 111-3143FRONTIER COMMUNICATIONS
This writer contacted Frontier Communications on 7/17/20 and requested to transfer services due to the immediate need to relocate. They stated that I would not be charged for termination of services due to the fact that they simply don’t offer services at location I will be moving to. In the meantime they are demanding that I pay for services beyond 7/20/20- date of disconnection. It is illegal to charge for services not used. It is also illegal due to the fact *** is charging for services at same residence. I spoke to them three times and can’t move forward with issue. I need help.
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 her bill for service
from FrontierFrontier
has investigated the above statements and offers the following response:Frontier
advises that prior to termination, Ms. was billed (and thus incurred
charges) through the end of her billing cycle.As
stated in Frontier’s Terms of Service (https://frontier.com/corporate/terms)
termination of non-regulated services is effective the last day of your billing
cycle. Services will be available through the end of the billing cycle for
which you have been billed in advanceFrontier
advises that as a one-time courtesy to Ms., Frontier will issue an adjustment
to cover charges from the day she disconnected the account to the end of the
bill cycle.Frontier
has set up a follow to ensure accuracy on the final statement.Frontier
spoke to Ms. on July 28, 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.
We continue to have static on our telephone line. We constantly have issues with our internet. We just waited for a whole week to have it fixed again and they were here since 7:30 am. They called my cell phone (which isn't threw their company) and said it was fixed at about 10:30. I received a call about noon and I couldn't even hear the person talking there was so much static. Every time I have to call in they trouble shoot everything and I'm on the phone forever. Then to get a credit I have to call in again. This is ridiculous. They will not let me talk to a manager either.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Ms. states she is having issue with her phone line. Ms. also advise that she has not received any credits for non-working services. Frontier has investigated the above statements and offers the
following response:Frontier records reflect that we have dispatched technician to Ms.’s location to resolve issues.Frontier technician advised customer that we are still working to resolve issues with her phone and internet and will continue to follow up until the issue is resolved. Frontier records reflect that credit has been issued for 86.39 which has posted to the customer’s account. Frontier representative has spoken to Ms. and provided the above information. We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Ms. Flahavan
has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager
Oh my lord. I called customer service for help when the internet, cable, and phone line all went down. The lady I talked to, I believe the name was Ashley, was condescending, incredibly rude, and seemed to care for no one but herself.
I tried telling her my phone number for authentication multiple times, and it became clear she was messing with me. I kept telling her the first 3 numbers of my number were 860, but she kept reciting 866 back to me. She was claiming it was because of 'connection issues', even though I could hear her perfectly fine. We went back and forth at least 5 times with this nonsense, and I finally got her to repeat back 3 of the numbers correctly to me she was like "Oh! 8-6-0 area code!" okay", so we continued on to the next 3.
After I told her the next 3 numbers, she recited all of them back, making the same mistake (866) right after acknowledging the correct one. I'm horrified people like this can have a job in customer service. I was gas-lighted and screwed with, all seemingly for fun. It became obvious I wasn't going to get anywhere, this was going on for much too long and I was getting really irritated, so I asked to speak to someone else because of the "connection issues". Was told "no can do, we have to evenly distribute the calls", later telling me she would call me back to fix the problem.
Never called back. Thank god. What a terrible company, and what an awful, awful person. Don't need psychological torment from people meant to help.
The internet at my home went out at 3 PM yesterday and is not being restored promptly. Currently I am being informed that recovery could take 48 hours. I am not able to be without internet for that period of time during the week as I require service for work. I am required to stay home and work right now due to COVID 19. I do not find this to be a good timeline for recovery. I would also like to state that I have regular times where my service is spotty.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate bringing this matter to our attention. The complaint states
that:It will take 48 hours to have internet restored. Frontier has investigated the above statements and offers the
following response:July 27, 2020, Frontier spoke with Mrs. acknowledging her concerns and when speaking with her, she advised services are back up and running. As a courtesy Frontier issued a credit in the amount of $15.00 towards her account. We trust that this information will assist you in closing this
complaint. We apologize for any inconvenience that Mrs. has experienced
because of the above matter.
I moved into my apartment at the end of May and signed up for Frontier's internet 500mbps up/down. At the time of order I was rented a wireless router and also told my speeds could not be guaranteed. After a few issues it was clear that I was getting less than half of what I had signed up for. I was directed to several reps to see if the speed could be increased, they could not, instead informed me that they could only ensure best speeds with a LAN connection not over wifi. At that point they admitted that the router given was not as good as other models on the market. I asked if I got my own router will that be okay? They said yes. I also asked do I need a router for service I was told no. They additionally sent a technician out to my home when my service got interrupted by someone accidentally shutting it off on the outside and to check why my other rooms were not receiving internet at all when I hook them into the ethernet ports in the wall. The technician informed me that they only put signal to one port, where the router was, if I wanted to get signal to the other rooms I would need a switch, which they do not provide. Though annoyed I purchased a switch and then connected two of my ps4 consoles to the ethernet ports on the wall, one in the living room, the other in a bedroom. The one in the bedroom was brand new. I set up the one in the living room without issue. Yet the one in the bedroom would not connect, stating that it could not get an ip, then when I issued it a static ip, as recommended through troubleshooting with a Frontier rep, I still could not get a connection. They sent out another technician who, after hooking up a Frontier router, was able to get a connection and claimed the issue was with the PS4, so I returned it and got a new one. The same issue occurred. I troubleshooted this issue with PS4, Google (who I have a wifi router through) and then back to Frontier, who claimed yet again it must be the system even after I said it was not because it was giving an ip error. To placate them again I returned that device and got another, the same thing reoccurred. I finally got on an chat with a rep and asked if my household was issued a static ip or if it was dynamic, and if dynamic was there a limited number of ips that I could use. After a hour and being talked in circles of needing to troubleshoot things, all these steps requiring a router and not direct LAN connection, I was informed that I would need a router to achieve connection in any room. The rep stated that it was their policy to issue one WAN ip and one dynamic ip for each residence, so I would not be able to get connection in any additional room without either purchasing/renting another router, or paying an additional fee to have another static ip issued. I asked why they 1. were falsely advertising the faster speed and selling it paired with a wifi router that does not guarantee the speed, while also later informing customers that they can only guarantee a speed through direct connection, which they obviously do not provide to the whole home. Due to the need of a switch, which they do not provide, to even get connection to additional ports, they do not provide the "home" with internet. In addition, them stating that they can not guarantee speeds without a direct connection while directly eliminating the possibility of that to the whole home is very unethical, because then it forces you to use a router and if you get it from them it will cost the consumer an additional $10/month. Then 2. why is it that out of all the times that I called and troubleshooted this or technicians came to my home not one time did anyone say that I was incapable of receiving internet in more than 2 of the four rooms in my home that would require internet? In fact, they told me all the ways I would need to get internet in other ways, which I paid for and still did not receive the desired results. No answer was given beyond, "It is our policy" and "That is what I was told." When I asked for the name of the person, supposedly a lead tech, so that I can include it in my report, I was initially told to wait and then was transferred to the customer service department, no information that I requested was given. Unfortunately, I was disconnected from that representative, but from the rep's notes to the other rep as he transferred me in the chat, his direction to her was basically explain to me the policy as to why I don't have full internet service to my home and why I would need to pay for an additional static ip(s) if I wanted internet in my other two rooms.
Frontier has made several advertisements that will say they cannot guarantee speeds over wifi, but not once do they advertise that not only is LAN required to achieve those speeds, but that they also will not provide that LAN connection capability to the whole home. I even checked the small print on the flyers that they send in the mail, the most recent was one I received on 21 July 2020.
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 that she has been experiencing speed and connectivity issues with her Internet service from Frontier in certain rooms in her home.Ms. advises she does not want to have to rent the router from Frontier.Ms. wants to have a Static IP address included with the residential service. Frontier has investigated the above statements and offers the following
response:Frontier also advises that actual Internet speeds and the ability to access various Internet services will vary as a result of factors including, but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment. Additional information is available to customers at https://frontier.com/corporate/internet-disclosures.Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.Frontier advises that a multiple Static IP service is not available on a Frontier residential account.Frontier spoke with Ms. on July 24, 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.
It was agreed that since I moved outside of their service area that the disconnection fee be waived, the returned equipment be deducted, and I only pay a little over $200 dollars that I previously owed. They sent the bill to my old address and didn't inform me of anything until it landed on my credit report for over $1,200. Every time I call customer service, they see where these conversations happened but the call ends up disconnected before I get a supervisor. If this issue isn't resolved, I will gather the proper paperwork neccessary to take this to small claims court. It is preventing me from purchasing my first home.
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
that she is disputing her balance with Frontier.Ms. advises
that she had been told by Frontier that the early termination fee would be
waived since she was moving outside their service area.Ms. advises
that Frontier billed her for equipment that she had already returned.Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. contacted Frontier on May 20,
2019 to inquire about transferring her internet service to a new location. She was informed that her new address is in
Frontier’s service area but would need to switch from satellite internet
service to D.S.L. internet service. Frontier advises that since the service was never connected at the
customer’s new residence, all charges for internet service have been credited retroactively
from the disconnect date of July 23, 2019 going back to May 23, 2019, which was
the date that the service should have been transferred. Frontier advises that the early termination fee is valid since Ms.
*** moved to an address within the Frontier territory.Frontier advises that an adjustment to cover the equipment charges
has been issued to the account.Frontier spoke with Ms. on August 17, 2020 and advised her
of the above information. She was
provided with the remaining balance on the account, which she agreed to pay. 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.
Service has been down for a week with no end in sight. When I cancelled my service, they charged me a full month service plus a cancellation fee, did not resolve the service problem but told me I should keep their service until they get it running again, but did not provide a service resolution date. They added on multiple cancellation charges despite the fact that their service hasn’t worked in a week.
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
that she cancelled her internet service with Frontier after having been
out of service for a week and was billed for a full month of service.Ms.-*** advises that all current charges and any future cancellation charges need
to be credited.Frontier has investigated the above statements and offers the
following response:Frontier advises that service outages can be due to many
factors. Some outages affect multiple
locations and others are related to individual locations or services. Frontier must be allowed the opportunity to
address and resolve the interruptions. Frontier advises that a repair ticket was set up for Ms.
***-***, but she decided to cancel her service with Frontier before they
had the opportunity to resolve the service issue. Frontier has issued a credit from the date
that the repair ticket was opened until the date that it was cancelled.Frontier advises that Ms.-*** was billed and thus
incurred charges until the end of her billing cycle. Although Frontier’s billing policy states that
no partial month refunds or credits are provided for previously billed service
subscriptions, Frontier will issue a courtesy credit from the date of
cancellation through the billing cycle end date. Frontier will follow up after the August 1,
2020 invoice generates to ensure that all appropriate credits are reflected.Frontier advises that a broadband disconnect processing fee is
charged for all broadband internet disconnects to cover the cost of processing
the disconnection of the service at the central office or remote facility. This will be charged on the August 1, 2020
statement. Frontier advised Ms.-*** of the above information by
telephone on July 24, 2020 and via email on July 29, 2020.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.
Mark from Frontier called me on multiple occasions, however he called me each time in the middle of my work day when I could not attend to his phone conversation.He stated he would e-mail me so we could continue the "negotiations", which he never actually did. He stated I would be issued a credit due to there being no service provided and no estimated date of resolution of service. He advised me that I should have not cancelled frontier until they had the service issue resolved, which makes no sense because we rely very heavily on working internet for our children's schooling and our work, so to have non working internet just hanging out and unable to utilize the service we are paying for was not an option. He further advised there was nothing he could do regarding the disconnect fee. I advised him that I would not be paying a disconnect fee to "disconnect" a service that was currently NOT connected. He also advised that it was in the "terms of service" agreement. The problem is, there was no service to speak of. I am frankly disgusted with Frontier haggling over a $10 disconnect fee when I was flat out told "yes, your service is down, and we have NO IDEA when it will be back up again." Why on earth would I keep a service I cannot utilize? Especially right now, when the kids HAVE to do all of their schooling online. Furthermore, the fact that a company like frontier that is basically a monopoly will continue to nickel and dime charges out of customers is gross, and they should be held accountable. I will continue to dispute these charges as frontier claimed to be providing a service, however, could not produce that service for many days on end, it is my right to cancel their service to move to a service provider that can and does actually provide working internet on a consistent basis.
Regards,
***-
Thank you for referring the rebuttal of ***-*** to
our office for review. We appreciate Ms.
***-*** bringing this matter to our attention.The Rebuttal states that:Ms.-*** advises
that she should not have been billed a $10.00 broadband disconnect fee due
to the problems she had with the service. Ms.-***
advises that she is waiting for additional credit to be issued for the time
period for which she was billed but did not receive service.Frontier has investigated the above statements and offers the
following response:Frontier advises that a $9.99 broadband disconnect processing fee
is charged for all broadband internet disconnects to cover the cost of processing
the disconnection of the service at the central office or remote facility. Frontier advises that a credit for time out of service was issued on
July 24, 2020 from the date that the repair ticket was opened until the date
that it was cancelled.Frontier advises that Ms.-*** was billed and thus
incurred charges until the end of her billing cycle, and Frontier’s billing
policy states that no partial month refunds or credits are provided for
previously billed service subscriptions. After Frontier reviewed the new statement dated August 1, 2020, an
additional credit was issued as a courtesy from the date of cancellation
through the billing cycle end date. Frontier’s position remains the same as there has been no
additional information provided that warrants a deviation from the original
resolution. Frontier advised Ms.-*** of the above information on
August 7, 2020.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 was told by Frontier Customer Service that it was an option to use a personal router and return the Frontier supplied router to waive the $10 monthly fee. Based on that, I purchased an identical brand/model router as the one supplied by Frontier (just because I knew it would be compatible). When I later called Customer Service to proceed with having a box shipped to me to return equipment, I was then told they would not remove the $10 monthly equipment fee. This is ridiculous for two reasons: 1) I was told previously they would, and 2) I'm using identical equipment (even though it's not required).
Thank you for referring the complaint of ***
to our office for review. We appreciate Mr. bringing
this matter to our attention.The Complaint states that:Mr. is disputing her
bill for services from Frontier. Frontier has investigated the above
statements and offers the following response:The Frontier
Residential Gateway (router) is Frontier equipment provided with every
service order and specifically designed to work with our service.
Our advertising and our residential internet terms and conditions make
clear that our service includes equipment charges, such as the
router charge, and neither our advertisements nor our terms and conditions
provide any exceptions. A customer may choose to use their own router, but if the
customer does, our router charge continues to apply. Also, we cannot
support or repair the non-Frontier equipment.Frontier spoke with Mr. on July
22, 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.
We have had internet service from Frontier for many years but the quality of the service has been in decline for at least three years. We have periods of time daily when we have no service at all. Speed is not the main problem; the lack of any internet connection at all is. We have been in phone contact with Frontier technicians over ten times in recent years. We have stated the problem and received some directions which were supposed to correct it but these have never worked. Some of the technicians have stated that the problem has become a system overload which has created congestion that could only be corrected with updated equipment. We are contracted to pay Frontier but they are not providing the agreed-upon internet service. We expect some level of service whenever called upon.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Ms. states that there internet service is slow and they would like the speed that they are pay for.Frontier has investigated the above statements and offers the following response:Frontier advises that actual Internet speeds and the ability to access various Internet services will vary as a result of factors including, but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment. Additional information is available to customers at https://frontier.com/corporate/internet-disclosures.Frontier advises a new modem was sent to Ms. home and at this time she advised its working better. We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** experienced as a result of the above matter