Frontier Communications

Frontier is charging me for equipment that I return to them using their boxes and labels. They interrupt my internet service due them not receiving the equipment that I have a UPS label showing I shipped it.

Previously Frontier asked that I called yearly prior to my promotion expires to inquire additional promotions for the next year. My Double Play (phone + 50/50 Fios internet) at $65/month was to expire around Jan 21, 2020 so I called Frontier Communications on Jan 7th, 2020 to inquire about new promotions. I was helped by Debbie from customer service and was assured that I am able to continue to lock in my rate ta $65/month for another year, beginning with the new billing cycle on 1/22/2020 and contract will end 2/21/2021. She told me if I hadn't call, my bill would have gone up to $75 + fees, which would amount to more than one hundred dollars (currently I am paying $65 + fees = $96. Ridiculous that fees amount to 50% of the service but Frontier told me that is the way it is). She gave ma a conformation # 39520098. When I received my bill, it was way more expensive than what I previously paid so I called Frontier again on 1/27/2020 and spoke to Sterling from customer retention department. He said the offer looks legitimate but he's not sure why the promotion was not honored in the system. He cleared it through a supervisor and made an adjustment, assured me that $65/month deal will be honored with the next bill, gave me another confirmation number, S-79585908. Today (2/7/2020) I received a letter from Frontier in the mail dated 2/1/2020 that states they are confirming my recent order that "I" requested for Fontier FiOS Double Play at rate of $75/month. I immediately called customer service and answered by Kevonchae, who told me that because I called on 1/7/2020 it was before my promotion was over, therefore they could not give me my promotion. WHAT??? I informed her that was their policy for me to call BEFORE the promotion was over and I had confirmation number for that. She put me on hold and never came back. Somehow another customer service agent, Leroy, picked up the phone without knowing why we were on hold. When I told Leroy that we got a letter stating our monthly fee is at $75/month instead of $65/month that was confirmed by 2 phone calls previously, he stated that he sees $65/month in the computer, doesn't know anything about the letter. I asked to talked to a supervisor to resolve this issue because it's ridiculous that I have to make multiple phone calls for multiple errors from their customer service, Leroy refused to let me talk to anyone else, stating he could handle the issue. I asked if I were to cancel my service with Frontier since it's false advertising on their part, would I be charged for early termination. The answer is yes, I will be fined for early termination. This is a catch 22, I cannot cancel without penalty and they refuse to provide adequate customer service for me to get my issue resolved. I want desperately to cut my ties with Frontier, but seeing so many negative complaints about Frontier, I am afraid that it will be a nightmare that never ends with endless future billings despite end of contract.

We live in rural Skagit County Wa, and on January 31 2019 we had a severe rain and wind storm followed by snow, The wind knocked down the telephone and internet lines that provide us with a landline. We called right away and reported the outage. They told us it would take a week to repair the problem and we told them that is not satisfactory that my husband is a heart patient and that we need our service fixed, we were on our cell phone calling them every day for five days trying to get them to get out here faster. All we have is a flip phone cell phone and it doesn't work properly. We fought back and forth with them and they treated us like sm, Frontier communications is a joke. They don't care about it's customers, the ones who really pay their wages. Before all this happened I found out this company filed for Chapter 13 bankruptcy, go figure. I guess since they are selling out to another company they don't care what the customers think. When they did come out to fix the line they got our line crossed with the neighbor's line so we had their number and we had their's, they had to come out and undo that mess and fix it again. Frontier is the only choice we have here for a landline.

I had Frontier for about 10 years for my phone and internet. Back in March of 2019 my phone stopped working. I called to ask to have it fixed. They scheduled a day and time to come out, but they didn't show up or call. Called back, customer service acts confused every time and tells me they don't understand what happened. Make another date to come. They don't show or call again. Third time same thing. My wife is furious. I call them and tell them I want it fixed ASAP and I want to be credited. This is a month later. Phone still not working. It takes numerous calls and when the person finally came out he said he fixed it and left. I get home from work 4 hours later, still not working (no dial tone). So in September I decide to call them again. Now understand I work all day and usually work late. They are not available when I get off of work, plus every time I call them it takes 2 hours of being bounced from different people. Tech comes out and says they basically cant fix the phone line because of a upgrading issue. So I call them and say I just want my phone service cancelled and to be reimbursed for the months of no service. They tell me that they can only credit me for 3 months. I look at my next bill and they are still charging me but this time for all kinds of crazy weird billing. Finally in December I cancelled them because I can't take the horrible service. Now they want me to pay another $100+ when I told them I never got credit for my phone not working, and I wasn't going to pay all those charges for a phone that never worked. They were rude to me and then after I told them I was cancelling then they would be willing to lower my rates. I told them it was too late for that.

Have not received service since October 2019 and called customer service many time to inform them of no service and would like it fixed and they finally sent someone out we had service for about 2 weeks then nothing again so called to tell them that we were not getting internet again and they said they would credit are account and fix problem after about a week with still no service called to close account and told them we are not paying for service we never got they said they would credit are account buy then we got a bill for more and never closed are account and say we owe this godly amount and won't close are account and still charging us. So we are kind of lost don't know what else to do

1. Their internet is so slow and only works 2 out of 7 days of the week.
2. They keep raising their fees even though their speed never increases.
3. Customer service tells you they are going to fix any issue you have, but they never do.
4. I’ve been trying to cancel my account for the last 3 months and they keep going in a circle why it wasn’t cancelled and they keep billing us. Asked to speak to a manager and the rep informs me that he can’t do anything?

Let me start by saying that this is the second time I've reported Frontier Communications to the Revdex.com. The first time I went without the internet service I paid for for 2 and a half months and they would not reimburse me for the monthly bill until AFTER I reported them.

My current issue is similar to the first. My internet has been intermittent for a couple weeks where I will disconnect randomly and have to reset my modem to get it back online. On top of this, my speed has been way lower than what I pay for.

I have contacted tech support 3 times in the last few weeks. The first agent told me there was going to be a technician sent out to my location, and he didn't arrive. Thus, I waited at my home for nothing when I had other things to do. However, after the tech showed up my internet seemed to work for about a week or so. The second agent had me go through a few troubleshooting tasks, and after I reset the modem and I could connect again, he told me everything was fixed. The third tech I contacted last night tried pulling the same thing, (telling me that it was all fixed) and I told her that it wasn't and she had me run a speed test, and when it showed that my speed was way off she told me that someone would contact me the next day. Noone did. So I contacted tech support for a 4th time and they finally told me they'd send me another technician out on Wednesday 2/12.

I explained my situation and that I had been trying to get a tech out for a couple weeks now and that I wanted the number of the technician so I could contact him directly, and I also requested that they send one out sooner than 2/12 because I had contacted them multiple times and they would not accommodate either request.

Instead of wasting my time trying to get with their customer service division, I'm just going straight to this because I've been here before and I know the amount of time I have to waste to get them to do anything. And I don't have that amount of time to waste for a service that I PAY FOR.

We were offered a promotion of $100 *** card and Free 1 year *** service if we signed up for the service, so we signed up for the internet service with Frontier. At the time of signing up with confirmed with the representative from the Frontier about the promotional offer. We were told that if we need the requirement of having service for more than 90-days and paying first bill on time then we would qualify for the offer. However, we haven't received a *** card or *** service yet. I reached out to Frontier today via Chat and representative checked and confirmed that I met the requirements She also offered $120 gift card instead of *** service and I accepted option to receive the $120 gift card instead of *** service. After confirming the requirements again, she stated I should have received the letter in the mail by now with the gift card information. I did't receive any letter in the mail so she asked me to call Frontier rewards center (Group O). When I called that number, the representative there said she can't find my account so she transferred me to another number. When I spoke with the representative there, she stated I don't qualify for those promos based on type of the account I have.

Frontier has been charging me for equipment I didn’t have, at the beginning after my first bill I called to asked why I was paying so much for a box top they said it was the service I was paying for plus the 2 boxes. Flash back to now I call to cancel one box to keep just one and she said what about your other box .I said what other box she preceded to tell me I had been paying for 3 boxes the whole time I had service with them she “gave” me a 6 month credit that’s the limit she can’t do anything about the other months. After they made a mistake and can’t fix it they don’t want to help and they are overcharging millions of people.

Frontier is charging a $200 fee for not returning equipment which they picked up from my home. On January 10 I called them about it. They did some research and verified that the set top box is indeed in their possession. I was told a supervisor would remove it for me later that day as they were in a meeting. I called back today February 7, 2020 and was told the claim was denied. They have no clue as to why and would have to redo a claim. My bill reflects past due and they can’t guarantee anything and simply state the accounts payable department will have to fix it with their claim.

If anything goes wrong with your billing or service and you attempt to contact customer services, they will bounce you around dozens of reps, nobody will resolve your problem and they will ask you to provide all your details and re-explain your issues each and every time. They have done this with me for overcharging me 4x in one month and I've never had a refund, and now I'm without service and they've failed to send a tech to my home despite booking appointments. This is all just to frustrate you into giving up, so they can keep taking your money. Such a shame since their pricing and quality of service is great, but their customer service is absolutely mnic.

This is the worst company ever. Our internet never worked so I cancelled our service. They continued to bill me through automatic payments from my bank. I didn't cash the first one but told my bank not to let the second one go through. Now they sent it to collections plus a $10.00 returned check charge. Customer service is useless, I have spent countless hours on the phone with them trying to get better internet, then trying to cancel. They are so terrible I am calling the attorney general it's fraud, They don't provide a service so when you finally cancel they keep charging you. What is up with this company how do they get away with it? Don't ever use them, ever. We don't have internet now and I don't even care.

No call no shows. Horrible customer service. Been without service over a week. No one will help.

In August, 2019 I called to report Frontier to troubleshoot our internet as it was down. After working with a customer service agent it was determined by said agent that the fix would necessitate a new modem. The Frontier agent said they would mail a new device to us and we would expect it to arrive in 7-10 business days. As a result of frequent internet outages, we have used our cell service for our internet needs as a backup. We hooked up our cell service and waited for the modem. At this time I honestly lost track that the modem never arrived. I then called back at the beginning of October to cancel our Frontier service upon receiving our bill and realizing we never got the modem required to fix our intern. I asked for 2 things, 1) A credit for our internet service as we were unable to use it without the new equipment and 2) To cancel both our internet and phone service. I was informed that it was in Frontier's terms that they do not pro-rate cancellations and even if I cancelled now I would have to pay for service until the end of the billing cycle. As for the refund, Frontier would need to send a technician out to prove that we did not have internet - ticket number ***. On October 21, 2019 the technician arrived and we spoke of the situation. The service tech informed me that Frontier had pushed an update to the routers and it took a good number of them out. He said he would take the bad router and leave a good one. I told him we were cancelling all our Frontier services and we did not need a new device. He said he would indicate on the ticket that service was down and was on his way. I then called back on October 31, 2019 to cancel our service and get an update on our service credit. I spoke with a Leon and then a Carla. I was given a cancellation confirmation of *** and a ticket number for the credit request of S-***. I was told it would take a full billing cycle for the credit to appear. Upon getting the next bill at the beginning of December, 2019 I called in again as there was not a credit. I called in on December 3, 2019 and initially spoke with Andre, then Joel, and then the floor supervisor James. They apologized the previous inquiry was not done correctly and had been closed. They assured me they corrected the inquiry and submitted a new one with case ID. Again I was told it would take a billing cycle for the credit to show up. No further communications were made with Frontier until I received a call from Frontier Collections on February 4, 2020 asking for payment. I indicated that I would not be making a payment until I got the credit. I was then transferred to billing and spoke with Mary. Mary told me there was a claim open for $78 but she did not know the status of it. I told Mary that I would not be paying the bill until the credit was applied. Mary said she was unable to further assist and offered to transfer me to her supervisor, April or that I could file a complaint with the President's office via www.frontier.com. I was transferred to April. April indicated it was my fault for not initially following up on the missing modem and she would not be giving any credit. After some discussions, she offered a credit for the outage from the time of my October 3, 2019 call until the tech appointment. I told her that was unacceptable and again asked for a credit from the original call for internet service only. I was told I would need to file a law suit if I wanted any additional help.

I signed up for Frontier DSL internet on February 3rd, a promised internet speed of 20 mbps download and 2 mbps upload. However 3 days into the server and I am only getting a download speed of 11 mbps and an upload speed of 0.6 mbps.

This is far below the promised speed for which I pay for.

I attempted to contact technical support, and it was a waste of an hour of my time. The operator had a very thick accept which I could only understand 30% of what they were telling me.

They ran tests (and blamed me for the issues), and then asked me if I needed anything else. I told them that the issue isn't resolved, the speed is still lower than what I paid for, and asked if a technician is needed to come out to fix this.

They then informed me I would be charged for a technician to come out and troubleshoot the problem. This seems ridiculous, as the problem has nothing to do with me, it's the ISP not providing the speeds I paid for.

I’ve had nothing but trouble with frontier from day 1. I had issues multiple times in the past and finally got them resolved and signed up for service again and now wish I never had. They told me I wouldn’t have to pay an installation fee or equipment fee but I was charged $85 for that and then when the tech was supposed to install he called me and had me hook my old equipment up instead of bringing me new and pushed internet thru from his van, never hooked anything up for me in my home. I’ve been waiting 4 months to have those charges reimbursed. After calling multiple times they told me I can’t use the old box and ended up sending me a new box, but it was the wrong box and went without internet for over 6 weeks because of this. Finally have service fixed and now receive a letter saying I need to pay $9.64 to keep my services active. I made a payment of $10 and my services were still disconnected. I’ve tried calling and giving them the details of this letter and get told I’m wrong.

On November 22, 2020 I transferred my internet service from one home to a new location where I was only supposed to be getting a transferred account. When the Tech had finished the set up of my transfer he informed me that Frontier was actually setting it up as a new account and that I would be charged $45 for a new credit check and then a $75 tech support fee. (I had made my monthly payment of $55.77 on November 21st for my old account that was supposed to just be transferred). I called and spoke to Frontier customer service and they assured me that they would credit my new account the payment of $55.77, refund me the $45 credit check and cancel the $75 tech support new account fee. Long story short on December 13th my internet went out and Frontier informed me that they would not be able to get a Tech to my house for a month, but in the mean time I would still have to be paying my month charge. I told them to cancel my account and I'd be going elsewhere for internet service. I recieved an email stating that my account would be closed effective December 16th, 2019. In mid January 2020 I recieved 2 bills in the mail one for both my old "transfered" account and this new account charging me for the month of December 23rd-Jan 22, 2020. After calling Frontier a total of 17 times They have yet to cancel both accounts and credit me back any money that I was charged and paid prior to the December 16th Cancellation. I never should have been charged a $45 new account credit check when I already had an account, I never should have been charged the $75 new account Tech support service fee and I shouldn't have been charged any other monthly payments past December 16th, 2019. They are telling me that I owe $108 for one account and $54.77 on another and turning me into creditors.

I have found that said frontier communication is fraudly deceiving customers in billing ..over late charges not giving account of charges monthly charge high late fee $9.00 there whole system is geared to get people to pay on line. not sending out mailings address statement were as the customer fall behind and is heavily charged repeatedly impossible to contact person to person. all automated takes a lot of time patience I have stated in the past mail statements only..was not receiving statements , billing online tacking up late charges my bills were always paid on time previous but I cant stand being gauged with no account my internet was down for two months so did not get to see online statement which I do not refer to inaccurate monthly account only dollar figures talk to representative is only doing there job ?..

Placed phoned in order for internet service upgrade on 02/03/2020.
I asked the person repeatedly to make certain the service would be up gradable.
After staying on the line with the person while she checked and after being on hold and even restarted her computer, then staying on the line with her while she confirmed the great news that it was "up gradable",
Was given an appointment of 02/06/2020 between the hours of 8:00 am and 12:00 pm. .
I received a text message immediately, at 4:51 pm 02/03/2020 asking me to confirm the appointment.
I did confirm the appointment via text message as directed, at 5:57 pm 02/03/2020.
I received a text back immediately, thanking me for confirming.
Being told Someone 18 years of age or older would be required to be there.
I made arrangements to be there.
Thursday 02/06/2020 8:09 am I received an text. FRONTEIR, "one of our technicians has been dispatched for your appointment. They will contact you if necessary and we will update you as work begins".
I texted back immediately "confirm".
I received a text back immediately. " Thank you for confirming your appointment".
At 9:02 am 02/06/2020 I received a text saying " Reminder - your appointment is on 02/06/2020 08:00am - 9:00am.
as a reminder, someone 18 or over will need to be present. Need to reschedule? Reply 'CHANGE' To cancel your order, Reply 'CANCEL' ".
I replied, " How you gonna text me at 9:02 that my appointment is between 8 and 9"
I received a text back saying " We apologize, this ticket is scheduled time between 8am and 12pm. The tech is en route, thank you."
10:46 02/06/2020 I get a text saying " Thank you for your order! For reference, your order number is 42193997. Your scheduled appointment is on 02/06/2020 08:00am - 12.00pm. As a reminder someone 18 or over will need to be present.
Reply 'CONFIRM' to confirm your appointment. Need to reschedule? Reply 'CHANGE' To cancel your order, Reply 'CANCEL' ".
I replied immediately," confirm".
Frontier replied," thank you for confirming your appointment."
12:01pm 02/06/2020 I texted " Have not heard a word from your tech. Please advise.
12:07pm 02/06/2020 I texted " please advise".
Frontier replied, " the tech is still working on this repair, thank you"
12:18pm 02/06/2020 I texted, " I was told I need to be here so the tech could change out the old router for the upgrade to 45mbs service, this is not a repair it is an upgrade. please advise.
12:23pm 02/06/2020 I texted, " I will be asking for a review of texts and recordings and bill adjustments for my inconvenience , I have kept my end of the deal. expecting a response please.
I never heard from them again, after repeated attempts at,
12:29 pm
1:10 pm
1:24 pm
2:52 pm
called them at 1:46 pm was on the phone for 48 mins. nothing but the run around, would not escalate the call.
no satisfaction, I had to ask the person to stop yelling at me and treating me badly.
this is not the first time I have gone through this with frontier comm.
records will show a long history of abuse from them.
They also charge me for a 6mbs service that I have never received and wasn't even available to my address.
what I receive is there bottom tier service of up to 3mbs, that I also have never achieved.
My complaint is, FRONTIER is notorious for NO SHOW / NO CALL / PUT ON HOLD AND NEVER COME BACK TO THE CALL. and then treat the consumer like trash when they call in to complain about being treated like trash. Instead of trying to help, they go into cover mode.
never showed up.

We paid for internet and home phone on January 29, 2020. Installation date was set for January 31, 2020, and they had an excuse that the clerk I spoke to accidently deleted our appointment for the installation and they rescheduled for February 4, 2020. They failed to show and said again that we did not answer their phone call and again rescheduled. This time they rescheduled for February 6, 2020, which is today, and now have given us the excuse that there are service issues in the area, yet our landlord's internet is working just fine. My wife goes to *** University online and had a 98% in her math systems class and her final exam was due on February 3, 2020, this has now affected her online classes and will ultimately affect her attendance. I am asking that they rectify this situation as soon as possible. They were made aware of this on January 29, 2020, when I called in and paid for the install. What kind of communications company is this to do this to their customers? Being the only game in town for internet is their advantage and that's just wrong.