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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I made a request with Frontier Communications back in October 2019 to change my address and to set up new internet connection services to a new address. Originally, when asking for a quote, I was told the process was simple and wouldn't incur any additional fees. Then, when I went to book the change, I was told I would need to set up new account services but I would retain my current account number but to set up account services Frontier would need to charge me an additional service charge of $75 over the course of 3 months. In return for this inconvenience, Frontier had offered me a promotion of free *** services for a year. I accepted this offer as it was my only choice when moving from my old location to the new. When I followed up on this promotion, after the new account services were activated, I was told that it would take an additional 3 months for the promotion to kick in and that I would receive a code in an email. After 3 months had passed, I did not receive an email so I made another call to Frontier. At that time I learned that Frontier had indeed opened another account with a different account number and was still billing me for the previously held account. In essence, I was being double-billed. Once I requested that they reverse those charges and close the account, I proceeded to pay off the correct account. I asked about the promotion and was told, since I was late on my payments, I may no longer be eligible. After speaking with their representative on January 17th, 2020, I was finally told they had run out of promotion codes and when they get new ones I would receive an email within 7-10 days. I called again on February 1st, 2020 after not receiving the promotional code and was transferred repeatedly between Frontier Communications and a new company ***. I was told they were undergoing some sort of internal change and I would need to take up all my complaints with this new company but that my bills would still come from Frontier.com. When I asked for a direct line to ***, I was sent to a number that requested answers to a survey aimed at social security and senior income in exchange for a promotion. I was never able to get ahold of a *** agent directly. I later confirmed this with a customer service representative on February 1st, 2020 who told me I would need to get ahold of their promotions department to deal with the promotional code from *** and Frontier. This representative also informed me that I was not to be redirected to ***, that was not their protocol, even though it had happened (supposedly) twice earlier that day. When I followed up with the promotions department, I was told I needed to speak to customer service directly and ask for an "offline agent". At that point, I called customer service and followed the instructions given to me by the promotions department. I was unable to speak with an "offline agent" or a supervisor that could help. After each agent reassured me that I would receive the promotional code, that it was in their notes for my account, I asked for written documentation to be sent to the email address they had on file. I was told no one in customer service has access to directly email anything out to me so the only verification I could get would be verbal. I didn't find this acceptable because I had already received verbal verification of at least two different dates and had nothing to show for it.
Thank you for
referring the complaint of Isaiah *** to our office for review. We
appreciate him bringing this matter to our attention.The Complaint states
that:Mr. states contacted
Frontier in October of 2019 to move his services to a new address. Mr. states he was
offered a new promotion for free *** to make up for charging an
installation fee of $75 that he states initially he was not advised of. Mr. states after the
advised 3 months after moving service he did not receive any information
regarding the *** promotion.Mr. states he contacted
Frontier regarding this issue and was advised that he had duplicate
accounts and was being double billed, and that he was no longer eligible
for the promotion due to payment history. Mr. requests that
Frontier honor the promotion offered and remove any balances on any
‘inactive’ accounts and that we close all ‘inactive’ accounts in addition
to compensation for time spent on the phone with Frontier.Frontier has
investigated the above statements and offers the following response:Frontier records do indicate
the only active account for Mr. is the ending
in *** account. The prior account ending
in *** was disconnected 11/20/19 and has no balance. Mr. was
credited for double billing on 11/19/19.Frontier records show that Mr.
*** did get new services as of 10/09/19 and was offered the Amazon
*** promotion. Frontier does not have the
ability to provide Mr. with any *** subscription currently.
In its place Frontier has issued a credit to Mr. Johnson’s account. This
credit will reflect on the bill dated 3/09/2020. We trust that this
information will assist you in closing this complaint. We apologize for
any inconvenience that Mr. has experienced as a result of the above
matter.
I had problems with frontier since day one of service. Every time they would come out they would charge me $75. for a repair because of not getting the service they promised me. I even upgrade my service so that I could get better service and still only got around half of speed promised they also mistakenly double billed me and still I didn't get everything they promised . Now after I cancelled service they are trying to still charge me for services they couldn't deliver and charge me for repair when they didn't eben fix the problem. I got speeds while they were there and an hour after they left the speed dropped by half. It's like they purposely did something to ensure charging me another $75. to come back out.
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. is disputing her billing for service
from Frontier.Frontier
has investigated the above statements and offers the following response:Frontier
completed an audit of Ms.’s account. Frontier found Ms. was due credit
for time out of service and has issued all applicable credits.Frontier
spoke with Mr. on February 12, 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.
On 1/20/20, I was on Frontier's website, and it said order online now, and you will receive a $100 gift card. I signed up online, but when it would get to the credit check, the page would freeze, and would say that's okay, you can still call. I tried this numerous times, about 10 times, and then decided to call, assuming the $100 was still on the table, giving that I did sign up online and that it was their technical problem. I signed up over the phone, which wasn't a great experience, and this whole process lasted from 7:00PM to 8:40PM, all just for internet service.
My service was scheduled to be installed on the 25th of January, and it was. I was told the bill would be due on the end of the month. Right now, my internet hasn't been working since 2/5/20, they aren't fixing it until 2/10/20. So, basically I'm being charged a month's bill for about 2 weeks of service, after being scammed out of $100. My bill says I owe $124 and it's due on the 2/18/20, how is that possible when it was installed on 1/25/20?
The only reason I agreed to this deal to begin with, was due to the $100 gift card, and after wasting so much time trying to signup, I needed to get service for my family fast.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr. states that he attempted sign-up for Frontier Internet online after seeing a special offer for a $100.00 gift card. Mr. states that he is experiencing an Internet outage since February 5, 2020. Mr. is requesting that Frontier complete all needed repairs to restore properly working Internet service.Frontier has investigated the above
statements and offers the following response:Frontier records show that Mr. contacted Frontier on January 20, 2020 and requested to have Internet services installed. The installation was completed on January 25, 2020. Frontier records show that Mr.’s location only qualified for up to 6 Mbps. of Internet speed. Frontier advised that the $100.00 gift cards are issued when a customer subscribed to qualifying Frontier service. However, a stand-alone, 6 Mbps. Internet service does not qualify for the $100.00 gift card. Frontier reviewed the call for the initial installation and determined that the above information was clearly explained to Mr.. Mr. agreed to accept the installation despite not qualifying for the $100.00 gift card. Frontier records show that Mr. contacted Frontier on February 6, 2020 to advise the he was experiencing an Internet service outage. A repair ticket was issued the same day and was scheduled for February 10, 2020. Frontier records show that on February 10, 2020, Mr.’s repair ticket was rescheduled for February 12, 2020. Frontier records show that on February 11, 2020 Mr. contacted Frontier and requested to disconnect his Frontier account. A disconnect order was issued the same day and completed the same day. Frontier records show that Mr.’s repair ticket was cancelled on February 12, 2020 due to the disconnection of the Frontier services. Frontier has issued out of service credits from February 6, 2020 through February 11, 2020. We regret any inconvenience that *** 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.
Regards,
***This is an unacceptable resolution, and quite frankly, it's insulting. 1. The internet was never working right from day one. It couldn't even handle basic streaming, and there are only 2 users. I had 5mbps previously, and it worked better than that with 4 users. Clearly, I was given poor service, that did not perform as expected. Furthermore, the fact that there was an outage 11 days in, is very alarming.
2. The internet was supposed to be fixed on the 10th, then they said a tech would be there on the 11th, but again a no-show. They even lied about a tech working on the internet from the outside. Of course we didn't to cancel, because they clearly can't be trusted.3. When I was trying to sign-up online, I requested a higher speed, but 6mpbs is all it would offer me. I spent about a hour trying to sign-up, but the website wouldn't allow me to finish it. The offer clearly said you receive it by signing-up online. It's pretty reasonable to suspect, that they have their website rigged, and push the 6mpbs for small families, to disqualify people from the $100 gift card; while also benefiting from the false offer.
4. I only agreed to this deal, because I had already wasted all of time dealing with them, and my family needed internet fast. Unfortunately, we got burned, and my sister has needed to do her homework assignments elsewhere, because Frontier wants to play games.
Frontier has left my family with no internet, wasted hours of my time (I charge $20 a hour), and is charging me a $84 installation fee, for something that never worked properly. The most suitable resolution would be eliminating my installation fee, awarding me a $100 gift (for my time), and waiving the monthly charge. However, I'll be nice and request that they simply waive the installation fee and monthly charge, and I don't sue them (which I would of course win), and charge them legal fees.
Thank you for referring the
complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:Mr.’s rebuttal states that he is requesting to have the full month of billed Internet charges be credited along with the $75.00 Installation fee. Mr. states that he attempted sign-up for Frontier Internet online after seeing a special offer for a $100.00 gift card. Mr. states that he is experiencing an Internet outage since February 5, 2020. Mr. is requesting that Frontier complete all needed repairs to restore properly working Internet service.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.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 advised of any service outages and allowed the opportunity to address and resolve the interruptions before any adjustments can be applied for time out of service. Frontier records show that Mr. contacted Frontier on January 20, 2020 and requested to have Internet services installed. The installation was completed on January 25, 2020. Frontier records show that Mr.’s location only qualified for up to 6 Mbps. of Internet speed. Frontier advised that the $100.00 gift cards are issued when a customer subscribed to qualifying Frontier service. However, a stand-alone, 6 Mbps. Internet service does not qualify for the $100.00 gift card. Frontier reviewed the call for the initial installation and determined that the above information was clearly explained to Mr.. Mr. agreed to accept the installation despite not qualifying for the $100.00 gift card. Frontier records show that Mr. contacted Frontier on February 6, 2020 to advise the he was experiencing an Internet service outage. A repair ticket was issued the same day and was scheduled for February 10, 2020. Frontier records show that on February 10, 2020, Mr.’s repair ticket was rescheduled for February 12, 2020. Frontier records show that on February 11, 2020 Mr. contacted Frontier and requested to disconnect his Frontier account. A disconnect order was issued the same day and completed the same day. Frontier records show that Mr.’s repair ticket was cancelled on February 12, 2020 due to the disconnection of the Frontier services. Frontier has issued out of service credits from February 6, 2020 through February 11, 2020. We regret any inconvenience that *** may have experienced as a result of the above matter.
I bundled services with Frontier after having years with *** and *** internet. Never an issue with *** Internet. I have a solar system which relies on the connection to send system info to Edison and others. 10 days after install, the solar system loses contact and needs a reboot. The *** guys say they'll do it one time free, next time it's $250. 32 days after the first issue, it happens again. Not free. I contact Frontier and get ZERO traction. So I cancel the internet and port the phone back to ***. I keep the picture portion of the bundle but will not accept an additional $250 charge because of faulty service. THEY CANCEL my service completely then bill me $322. I feel I owe $45. I feel they owe me the $250 for the second Reboot. Keep in mind I had no issues prior or subsequently after while being with *** Internet. I am now in collection, my credit has been affected. First time in 40years!! I have lost over 25 hours of my life trying to resolve this issue. They refuse to even try. I consider this Corporate Bullying and would LOVE to get a giant lawsuit started. I'm obviously not alone.
Thank you for referring the
complaint of James
*** to our office for review. We appreciate *** bringing this matter to our attention.The Complaint states that:I bundled services with Frontier after having years with *** and *** internet. Never an issue with *** Internet. I have a solar system which relies on the connection to send system info to Edison and others. 10 days after install, the solar system loses contact and needs a reboot. The *** guys say theyll do it one time free, next time its $250. 32 days after the first issue, it happens again. Not free. I contact Frontier and get ZERO traction. So I cancel the internet and port the phone back to ***. I keep the picture portion of the bundle but will not accept an additional $250 charge because of faulty service. THEY CANCEL my service completely then bill me $322. I feel I owe $45. I feel they owe me the $250 for the second Reboot. Keep in mind I had no issues prior or subsequently after while being with *** Internet. I am now in collection, my credit has been affected. First time in 40years!! I have lost over 25 hours of my life trying to resolve this issue. They refuse to even try. I consider this Corporate Bullying and would LOVE to get a giant lawsuit started. Im obviously not alone.Frontier has investigated the above
statements and offers the following response:Frontier states that after review of Mr.’s account, a request was submitted for the remainder of the balance on Mr.’s account to be credited. Frontier states that the credit was approved and the collection agency was notified of the update to Mr.’s account.Frontier has contacted Mr. and advised him of the credit and that it could take 6 weeks for the collection agency to update their records. Frontier states that a credit of $200.00 was placed and approved on 2/14/2020.We regret any inconvenience that Mr.
*** may have experienced as a result of the above matter.”
The internet in my rental property has been out for over a week. When I call customer service they either re-route my call to no one, or I get disconnected. I have called multiple times and their customer service will not rectify the situation. However, they are diligent about charging my credit card $ 115 EVERY SINGLE MONTH. This is a fraud and their actions are criminal. As this is my business and renters expect the internet.
Thank you
for referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The
Complaint states that:Internet services not working.Frontier
has investigated the above statements and offers the following responseSpoke with Mrs. today acknowledging her concerns. When speaking with her, she mentioned that she ordered new services as a business account and wanted to finalize the residential account.Placed order to disconnect; which is scheduled for February 7, 2020.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 was sent to collections, found out when working to refinance my house. *** is who is working on this on Frontiers behalf. When I called Frontier, they confirmed the address where service was delivered was ***. I have not lived in that house for more than 15 years. I do not have Frontier service, nor do I have an affiliation with anyone living at that address today.
I was told that I would be sent a fraud packet 1 month ago, still nothing. *** tells me they can not help until Frontier agrees. I am getting pushed around and I have nothing to do with this. For the money, my time is worth more than this. I feel like finding a lawyer to sue for lost time.
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. states he was sent to ***, a collections agency, on behalf of Frontier Communications. Mr. advises he has not lived at the home for over 15 yrs and is not affiliated with anyone currently living at his former home.Mr. has made several attempts to resolve the account and has been unsuccessful. Frontier has investigated the above statements
and offers the following response: Frontier was able to locate the account Mr. has disputed ending in 1473. Frontier has determined Mr. ported his Frontier phone on April 2, 2002 which disconnected his Frontier account. Due to a system error in 2013, a non-published listing fee was added which reactivated monthly billing. Frontier has applied a total of $514.83 credit to bring account to $0.00 balance. The outside collection agency has been notified of the correction and they will notify the credit bureaus of the error.We trust that this information will assist you in
closing this complaint. We apologize for any inconvenience that Mr. may
have experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. There system error created a months worth of phobbe calls and stress. The business practice o f collection agency as step one is still frustrating. I am glad it is over. It would be nice if there was dom e compensation or at l east an ssppology
Regards
ZERO star if I could. DO NOT DO BUSINESS WITH THIS PIECE OF CRAP PLACE. In the last 3-4 weeks I've made several calls to Frontier regarding internet order and installation. The customer service team is extremely poor. They cannot help me or even think of how to ask a manager for help. They must be so new at their jobs because because all calls I've made, I've been continuously transferred around and around like no one knew what they were doing - just reading off poorly written scripts. If they are not new employees then they are simply careless workers just taking calls to pass around wasting a customer's time. I am highly dissatisfied with their business practices and style of working with the public. I am highly concerned for those who does not know any better and get stuck with this company. I finally cancelled my service after the nonsense treatment I received. Most recently, one customer service agent pretty much lied to me claiming there were no notes or orders on my account - not even notes made by a manager I spoke to for an hour the previous time I called to inquire status of an installation. In my book, if one have have liars as employees, then one would have lairs as management and up the chain.
on Sept 20 2019 I called this company Frontier Comunication to get a up grade in the Internet Speed my plan was $54.99 per month they offer me for $5.00 more one speed of 100/100 mgbts it go to be $59.99 per month also they offer me for $10.00 dollars more one speed 500/500 mgbts I accept that deal 500/500 mgbts for the monthly amount $68.99 also they charge me Technician Instalation because they have to do a new wire line for the 5G speed perfect but the Technician told me we have to give a few days almost two days to get the internet speed desire ,But since SEPT 2019 to FEB 2020 almost Six Month the speed of my internet is around 115/120 mgbts every time i,m check the velocity of the internet it is the same I call costumer service they reboot the system but not go to the speed that i'm paying for is not fair we paid for a service of 500/500 and they are sending less that 200/200 it is Fraudulent services they are Stealing the money for the costumers
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 after upgrading her internet service, the
internet speed has been running slower that what she is being charged for.Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician was
dispatched on February 19, 2020, who found an issue with the outside equipment
and was able to make the repairs necessary to allow for the customer to be
provisioned at the correct speed.Frontier spoke with Mr. ***,
an authorized user on the account, on February 19, 2020. He confirmed that the internet is running at
an acceptable speed, and the issue has been resolved.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. and Mr. may have experienced as a
result of the above matter.
I have contacted Frontier on 4 occasions to have my combined billing separated (Frontier and *** Satellite) . First call was 12/11/19. I called again on 12/23/19 and the CSR said he did not see anything done so he told me he would take care of it. Even gave me confirmation # ***. Received another combined billing in January so called on 01/13/20 and spoke to some gal who couldn't even find my account-even after I gave her my address, account number, phone number, confirmation #. She said they were updating their systems and that could be why. She ended up transferring me to *** thinking they could help me. *** of course could not. They said their hands were tied. Here we are again today, 02/05/20 and I contacted Frontier AGAIN. Was chatting with Nelson then was disconnected. I am beyond LIVID with this company and their lack of customer service. My internet service is very spotty and they have been out here a couple times. Each time they can't figure it out and just changed out my box. Unfortunately they are the only ones that come out to me which is frustrating because I work from home and the lack of internet service is affecting my business. Since day one, they have not stuck to their word. When I signed up I was supposed to be billed $29.99 for 3 years and when I bundled with Dish, get a $5 per month credit and receive a $100 *** gift card after 90 days. 1.) my billing has never been $29.99 for internet and 2.) I have never received the *** Gift Card.
Thank you for referring the
complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:*** Ms. states that she has attempted to unbundle her Frontier and DISH
Network TV accounts from one bill to two, but has been unsuccessful. *** Ms.
*** states that when she established new Frontier service, she was
offered a $5.00 monthly *** credit, a Frontier plan rate of $29.99 per
month for 3 years, and a $100.00 *** gift card, but has not received
those offers. Frontier has investigated the above
statements and offers the following response:*** Frontier issued a service order on 2/6/2020 to unbundle Frontier and *** Network bills.*** Frontier records indicate that Ms. has been receiving a $5.00 *** credit throughout the duration of the account history.*** Frontier records indicate that Ms.’s original promotion for $29.99 per month was for 1 year and not 3.Ms. was paying $44.99 per month and was not receiving the $29.99 per month rate for the first year. Frontier has issued an adjustment in the amount of $180.00 to correct the discrepancy.*** Frontier records indicate that in order for Ms. to have qualified for the $100.00 gift card, both Frontier and *** would have had to have been new accounts. Since Frontier was new and *** was existing, the account would only have qualified for a $50.00 gift card. Frontier has issued an adjustment of $50.00 in lieu of the gift card.*** Frontier has contacted Ms. directly.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. See following attachements.
'm trying to work with the Executive Customer Relations person but dealing with Frontier is a joke. I have their flyer that was the reason I called and signed up for their service and not once during the call was I told any of these "parameters" were needed in order to get the rate. I did sign up for a 2 year agreement. And nothing was said about adding a voice package.I have attached for you the same flyer I attached for them which includes my notes from the conversation when I started up my service. Aren't their phone calls recorded? Can they not go back and listen to the conversation? They have been over billing me for 2 years and I have been fighting them over it. I still don't feel that the amount of credit he is offering is equal to what they owe me.I'm frustrated beyond belief with the lack of service not receiving and the lack of customer service when calling them.
Regards
Thank you for referring
the additional concerns of Customer to our
office for review. The additional concerns
state:*** Ms. states that Frontier is not honoring an internet monthly rate of $29.99 per month for two years, and references a Frontier flyer with the promotion in dispute.Frontier has reviewed
these additional concerns and offers the following response:*** Ms.’s account is not eligible for the internet monthly rate of $29.99 per month for two years. As stated in the Frontier flyer, the promotion requires qualifying voice service and/or qualifying new services, neither of which were established on the account.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. Sincerely, Frontier Customer
Relations
I've had multiple times where I've had no phone service and I don't have service right now and still Frontier is not taking care of the problem. I am 81 yrs old I have trouble hearing I have a hearing impaired phone that works through Wi-Fi and I depend on it very much.
I live alone have no neighbors I always pay my bill on time and I feel I should be getting the service they advertise. I had a ticket for trouble in my line a couple times now and nobody shows up on the date specified. I call them and they have no record of a open ticket. My phone is my life line to the world my internet-Wi-Fi is my TV and there is no cell phone coverage in my area sadly. Everytime it rains is when my services go out and I have told them this. I would just like to have my services working as they should, I'm 81 yrs old I have health problems and need phone service I've got enough to worry about let alone no phone service. I would just like help in getting my services through Frontier Communications fixed. My daughter in law typed this up for me I'm not good with computers or electronic gadgets.
Thank you
for referring the complaint of Mr. D *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. advises that he has reported
multiple outages on his land line and his internet service.Frontier
has investigated the above statements and offers the following response:Service
concerns are addressed as quickly as possible with consideration to the service
affected, medical necessity, inclement weather and other factors. Frontier
advises that Mr.’s service was repaired on February 10, 2020.Frontier
has provided a time out of service adjustment on Mr.’s account.Frontier
offers medical escalation designation for customers providingdocumentation
from a physician certifying a medical need for phone service.Frontier
mailed the documentation requirements and process to Mr..Frontier
spoke to Mr. on February 10, 2020 and advised of the above information.We trust
that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr.
has experienced as a result of the above matter.
I just find out that Frontier communcations sent me to collections for a past due amount which is incorrect. I had cancelled services in January of 2019 with all the equipment returned. I had no idea there was a balance until it was posted on my credit report. This is incorrect. The reason I cancelled was the service was because of poor customer service. they are awful trying to deal with. Ive been on phone over 6 hours trying to get this resolved.
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 service in January 2019,
but Frontier continued billing her.Ms. advises that she should not have an outstanding
balance, and it should be removed from her credit report.Frontier has investigated the above
statements and offers the following response:Frontier advises that their records show
Ms. cancelled her service with Frontier on February 6, 2019. She had been billed and thus incurred charges
through the end of her billing cycle. Frontier’s billing policy states that no partial month credits or
refunds are provided for previously billed service subscriptions.Frontier advises that all charges for
the January 4, 2019 and February 4, 2019 billing cycles are sustained, and the
outstanding balance is valid.Frontier spoke with Ms. on
February 11, 2020 and advised her of the above information. The customer states she is not satisfied with
the resolution. 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.
Regards,
***i do not have any other documentation I sent my notes I know when I cancelled services on Jan 3 2019. I sm not paying the two months.. they have compromised my credit report and im livid. your website shows over 11k complaints and you dont see an issue.. PLEASE HELP ME & stop this awful company from taking advantage of consumer.
My Son has had medical issues since October, because of them I have been unable to work. I tried to set up a payment plan with collections previously, because they explained even though my service had been suspended, and I couldn't use it I would still be charged and billed for service I was not receiving. I agreed to the payment plan the 120.00 was taken out for it and the paperwork was never processed.
I had talked to my physician and she had sent over a over a medical waiver, because my cell phone does not always work where I am located, and the several times and actually last month, when my Son could not breathe he had to be sent out via ambulance.
So today I have no phone service, and frontier has no record of a medical waiver from what I am told. Meanwhile my Son is in the midst of an asthma attack.
I am furious. I need phone service because my Sons life depends on it.
I cannot get a hold of a real person, and when I do they hang up the phone on me.
Not once, but twice frontier neglected to file paperwork.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises she no longer has service after making attempts to set up payment arrangements and have Medical forms added to her account. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. established service in March 23, 2016.Frontier advises that Ms. has had several Collection notices during time of service including January 21, 2018, July 21, 2018, November 21, 2018, December 21, 2018, February 14, 2019 and June 14, 2019. Frontier advises that Ms. received a Collection past due notice of $256.28 due for October 23, 2019. Ms. requested a payment extension for November 1, 2019 to pay the $256.28. Frontier did not receive the payment.Frontier advises that Ms.’s service was suspended on November 4, 2019 for non-payment. Frontier advises that a Collection past due notice was sent on November 6, 2019 for $322.84 needing to be paid by November 21, 2019.Frontier advises that Ms. contacted Collections on November 22, 2019 wanting to set up a Deferred Payment Arrangement on the account and the form was submitted.Frontier advises that Ms. made a payment of $120.00 on November 22, 2019 and Ms.’s service was reconnected. Frontier advises that the Deferred Payment Arrangement was not set up on the account.Frontier advises that Ms. spoke to Frontier Collections on December 16, 2019 and Collections offered her a Deferred Payment Arrangement if she paid $94.00. Ms. had advised she would contact Frontier back on December 20, 2019 to set up the Deferred Payment Arrangement. Frontier advises that additional contact was not made to set up the Deferred Payment Arrangement and Frontier Collections sent a past due notice on December 30, 2019 for $374.73 needing to be paid by January 14, 2020.Frontier advises that Ms. contacted Frontier Customer Service requesting a Medical exemption on her account. Frontier advises that a Medical exemption allows a 30-day extension and a customer must provide a letter on DR. office letterhead or State Board of Health with the following: State registration number of physician, Name and address of seriously ill person. Services beyond local exchange service that are necessary to reach Dr. and that without identified services there is serious risk of inaccessibility of emergency medical assistance. Signature of physical or public health official certifying illness or medical emergency.Frontier did not receive any Medical paperwork on the account. Frontier advises that Ms. contacted Frontier Collections on January 14, 2020 and set up a payment extension promising to pay $374.00 by February 4, 2020.Frontier did not receive a payment of $374.00 on February 4, 2020.Frontier advises that Ms.’s service was suspended on February 5, 2020.Frontier advises that Ms.’s service was disconnected completely for nonpayment on March 5, 2020.Frontier spoke to Ms. on March 11, 2020 and explained the information above. Frontier advises that Ms.’s final statement will generate on March 28, 2020 and that balance would need to be paid to establish service with Frontier. Frontier has sent Ms. a Medical letter to have if she decides to establish an account in the future. 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.
They charged me an 80 disconnect fee when I had no contract for early termination. I never signed anything. When I called them they would not do anything or waive the fee.
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 Frontier billed an $80.00 Early Termination Fee when she requested to disconnect her services. Ms. is requesting that Frontier issue credits to remove the $80.00 charge.Frontier has investigated the above
statements and offers the following response:Frontier records show that Ms.’s Frontier services were installed on October 13, 2018. Frontier records show that the installation order included a promotion that provided a $48.49 discount towards the service billing, along with a $10.00 discount for the Quantum DVR experience, through October 12, 2020.Frontier advises that the $80.11 Early Termination Fee is a valid charge and no credits are warranted. We regret any inconvenience that *** 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.
Regards,
***
I never signed a contract and was never informed of an early termination fee when I requested service initially and when I requested end of service. Your representative told me there would be a $9 charge. This is bait and switch and misleading to trap the consumer. Shame on u
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 Frontier billed an $80.00 Early Termination Fee when she requested to disconnect her services. Ms. is requesting that Frontier issue credits to remove the $80.00 charge.Frontier has investigated the above
statements and offers the following response:Frontier’s position in the matter has not changed.Frontier records show that Ms.’s Frontier services were installed on October 13, 2018.Frontier records show that the installation order included a promotion that provided a $48.49 discount towards the service billing, along with a $10.00 discount for the Quantum DVR experience, through October 12, 2020. This information was printed on each monthly statement Frontier issued. Frontier advises that the $80.11 Early Termination Fee is a valid charge and no credits are warranted. We regret any inconvenience that *** may have experienced as a result of the above matter.
My wife and I acquired Frontier Communications for cable and internet through a recommended sales agent, Ryan J, at the end of June 2019. In the promotional offer were received, we had a package that included Vantage *** TV, HBO, HD/DVR/On Demand – Standard, 2 Set Top Boxes and Vantage Premium Internet at a rate of 126.99 a month for the first year. I asked if *** was included and was told that it was. We were also supposed to receive a $100 *** gift card and a free year of ***. While we received the *** gift card, the free year of *** has yet to be received.
In early September, I clicked over to the *** channel only to realized it was not activated. After an hour of trying to reach customer service, I was told that *** was not actually included and it would be an additional $7 a month to add. Already feeling annoyed that we had been lied to, I agreed to the additional charge. I was told that once the *** season was over, we could have it removed. It then took another hour on the phone to get the service activated.
Shortly after, I was reviewing my new statement and saw not only the $7 charge, but an additional $10 a month for Wifi Router Service. I promptly called an was told that the sales agent had be mistaken and the promotional offer did not include the router. The sales agent had again lied and I was now paying an additional $17 a month. I was told they could not remove it but I could submit a complaint. I did and have yet to hear back on the resolution.
In late January, I called to remove the *** package. I was told it was removed. 5 days later, I turned on the television only to discover all of our HD channels were missing. I called customer service and spoke to an individual who “put me on a brief hold to pull up my account”, only to sit on hold for 30 minutes. I called back and spoke to another person who then put me on a 10 minute hold before coming back and telling me that our HD channels would be back in 24 hours.
The next day, our HD channels were not back. We called again to only be told it would be another 24 hours. We requested to speak to a supervisor and was told we could not. We requested a copy of our service agreement and was told they could not provide. I then went to my online account, only to discover a service appointment had been scheduled for a day later, which I had not approved, to setup the television services. The following day, we called yet again and they only then turned the HD back on. Several days later, I received my new billing: not only had it increased, but the packages had been changed and discounts removed.
While some of this complaint is just poor customer service, I feel that lying about the sign on bonus of a free year of ***, lying about what services are included and lying about what hardware is covered are very poor consumer practices. Additionally, changing billing amounts whenever they feel like it without proper consent is incredibly deceptive. I should have the ability to rectify this with the company but after multiple attempts, I feel as if I have no other options.
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 that when he realized that the *** channel
was not included with his TV package, he agreed to add it for an
additional $7.00 per month, but he then started to be billed a monthly
$10.00 router service fee.Mr. advises that when he removed the *** from his
account, all of his high definition channels went away. After requesting to have them put back
on his account, he noticed on the following month’s bill that his TV
channel package had been changed. Mr. advises that he has not received the redemption email for
the free one-year *** membership that was supposed to be part of
the promotion he signed up for. Frontier has investigated the above
statements and offers the following response:Frontier advises that the $10.00 monthly
router service fee was erroneously omitted from the customer’s first three
invoices. When the *** package
was added to the account, the system did an audit and added the $10.00 monthly fee
for the router service.Frontier advises that since the original
price quote did not account for the $10.00 per month router fee, a credit will
be issued for each month that it was billed, going back to October 2019. The credit will continue until June 2020,
the end of the promotional period. Since
Mr.’s TV package had been changed in error, Frontier will also issue a
$5.00 per month credit for the price difference between the two packages, also
through June 2020.Frontier advises that Mr. did not
receive an email with the redemption code for the free one-year ***
membership. Frontier provided him with
the redemption code number over the phone, which he was able to redeem.Frontier spoke with Mr. on February
6, 2020 and discussed the above information.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.
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
whom it may concern,
I am writing asking for assistance in addressing the poor service and business practices of Frontier Communications in my area. I live in a rural area in Dubois County, Indiana. We have one option for DSL service, Frontier Communications. They have consistently and repeatedly claimed to offer services that they do not deliver. This is a widespread issue in my community and one which we have all struggled to cope with and try to resolve. But in addition to not providing the service they advertise and sell and bill for, they are also very adept and firewalling customers from speaking to anyone in any position of authority. It is simply impossible to speak to anyone other than a front line customer service representative who tries to convince you that if you purchase higher speeds your service will improve or technical support who are all obviously located overseas.
It seems impossible to believe that I am sitting here tonight at 7:30 pm in my home in southern Indiana and have been completely without service since 1:38 pm with no one able to tell me why or when it may be restored. I have no idea if it is related to the area or my home in particular. When I just attempted to obtain that information from a customer service rep, he tried to sell me faster speeds and then transferred me to technical support after I had expressly told him that I did not wish to speak with them again.
I spent almost 2 hours on the phone with Frontier employees on 2/3/20 before finally forcing them to schedule a repair appointment at my home for today. I received a text message at 2:03 pm on 2/3/20 confirming my repair appointment. I received another text at 3:54 pm on 2/3/20 again confirming same appointment. I received a text at 9:02 am on 2/4/20 reminding me of my appointment between 1 and 5 pm and that someone over the age of 18 must be present. At 4:45 pm I called to see where technician was as I had had no further communication. Was told by a technical support person that a “technician was on location.” When I asked him to please clarify what that meant since I had not seen anyone, he couldn’t really tell me. Just that a “technician was on location” and he would ask him to call me. Needless to say, I received no call.
Just prior to filing this report I made yet another attempt to contact them and see why no one arrived and when and if they would. At this time another technical support person, who was apparently at a party based on the background noise, advised me that my appointment is “for tomorrow” and could not really explain why I thought it was for today, even though I had 3 text messages to that effect.
This company is a sham. They have sent me a bill for $80 for my first payment on installment and first month’s service. Right now I’m using the hotspot from my cell phone to have service to my laptop to send you this complaint. They are a monopoly here and they know it. We have no options. They have no interest in providing the services they claim they provide or in providing any customer service. They are stealing from the citizens in this community.
My livelihood literally, and I mean literally, depends on having cable or DSL internet service. I am a work at home registered nurse who will not be employed if I cannot have a functioning computer and systems.
I am currently making plans to have to temporarily move to my sister’s home 100 miles north of here in order to keep my job. In 2020, in Indiana, I have to leave my home to work from my computer because I cannot obtain reliable internet service. How is this even possible?
Frontier Communications needs to be held accountable. They need to provide service or leave.
Thank you for referring the complaint of *** to our office for
review. We appreciate her bringing this
matter to our attention.In the complaint Ms. expressed concern regarding failed
installation of her internet service, services offered but not delivered, and
unable to reach the appropriate personnel. Our records indicate on January 17, 2020, Ms. ordered Frontier
Internet service for $34.99. Additionally, there is a monthly WiFi Router Service fee of $10.00. The first billing statement also included a
Technician Install fee of $25.00, and an Equipment Delivery and Handling Fee of
$9.99 and taxes. The service order *** was originally scheduled for January 22,
2020. The tech was dispatched to the
site and his remarks indicate, he had to build both cable pairs, set up inside
wire and wired at the Central Office. He
set up the modem and Wi-Fi. However, the
technician was unable to get the customer 12M service bonded. He had to call assignment and they were able
to give the customer the 9M bonded service. This ticket was completed on January 22, 2020.A new trouble ticket was created on February 3, 2020, due to no Digital
Subscriber Line (DSL) sync. This ticket
was scheduled for February 4, 2020; however, the dispatch failed to occur. On February 5, 2020, Frontier dispatched a
technician and he indicated he moved side two to pair 650 and side one is on
641. He also replaced the modem and
completed the ticket. Upon receipt of this Revdex.com complaint, the customer was working with other
Frontier representatives. On February 6,
2020, Ms. returned my call and confirmed her service is now up and
running. Review of her account reflects
she was credited for the installation fee of $25.00, as well as the $9.99
Equipment Delivery and Handling Fee. We sincerely apologize for the inconvenience and experience Ms. Luckett
expressed in this complaint. Going
forward, Ms. has advised she has been offered the assistance of Ms.
Wood for the next 90-days.Sincerely,Felicia TExecutive Customer RelationsFRONTIER
COMMUNICATIONS
I was going to set up internet service with Frontier. I called one night in October and spoke to a customer service agent. The next day I received a call from Frontier stating there was an issue with the initial phone call, so I told that agent to just cancel the installation. I received a bill the next month, for service that was never installed, and disregarded it. I received another bill the next month and called. That agent looked over the initial notes and said she would have the account closed, and have the billing department cancel out the charges (once again, charges for something I never had). I received another bill the next month and called again. That agent said the last agent couldn’t do what she said she was going to do and would escalate this to their billing department to be resolved. I now received a letter from a collection agency and they said they would dispute this with Frontier as well.
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 of contacting Frontier on October 7, 2019 to establish
internet service.Ms.
*** advises of requesting to cancel the service the next day and no
installation was provided.Ms.
*** advises of receiving a statement on October 10, 2019 for services
that were not installed.Frontier has investigated the above
statements and offers the following response:Frontier advises an order to
disconnect the service was generated on November 18, 2019 and effective dated
to October 10, 2019.Frontier advises a credit,
in the amount of $109.19, was applied to the account on February 5, 2020,
providing a zero balance.Frontier advises a Letter of
Deletion has been provided to the Outside Collection Agency and Ms..Frontier reached out to
speak with Ms., on multiple occasions, to advise of the above
information, without success. The latest
attempt to contact Ms. was February 10, 2020.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced due to the above
matter.
Frontier created fraud bill in the name of *** USA INC in the amount of $386.31 in December 2019. I called and talked to Nathan and he said that it is an accidental billing and zero out balance giving me confirmation number ***. Also he said me that the account *** is closed and cancelled.
To my surprise I received another bill in January 2020 with the amount of $211.34. One of the person who came on line said me that the account was closed as of Oct 11 2019. The balance is zero. I should ignore the balance billing notice.
On Jan 7 2020 a person namely Denney C send me an email stating zero balance. To my surprise I received another bill of $65.66 on Feb 02 2020.
Then I had no choice to contact you to take some action against fraud Frontier Communications. As a result I am reaching you. I do not understand how they opened the account without my knowledge and contact.
Frontier records reflect that orders were placed on 10/08/19 to establish two business lines with the One Voice Nationwide plan and Internet service effective 10/11/19.
The 12/02/19 bill reflects a balance due of $386.31 which includes a service order charge, a connect charge and service charges dated 10/11/19 – 01/02/20.
Mr. contacted Frontier on 12/29/19 to dispute the bill stating that he called in October to inquire on service; he subsequently received a text to confirm the installation date; and he responded via text to cancel. The agent found that only one of the orders had been cancelled. An order was placed to disconnect the remaining account and a request was submitted to adjust the account to a zero balance.
The 01/02/20 bill reflects a prior balance of $386.31, prorated credit of (174.97) and a total balance remaining of $211.34.
Frontier advises that credits totaling $211.34 were applied on 01/06/20 adjusting the account to a zero balance.
The 02/02/20 bill reflects a prior balance of $211.34, credits totaling (211.34) and a total balance remaining of $0.00 (zero balance).
Frontier regrets any inconvenience Mr. may have experienced as a result of the above matter.
In September of 2019 I cancelled our Frontier landline service. After cancellation the account had a credit balance of $34.41. After three months I received a statement in December showing that a refund had been issued, however, as of mid-January I had not received the refund. After multiple calls to customer service and three chat sessions I was told that customer service would email the "Refund department" with instructions to cancel the debit card that was allegedly requested by Frontier's system on December 3rd, and that a check would be sent out within five business days. It has now been seven business days and I have yet to receive my refund. Although customer service has repeatedly said "I'll email you with the status of the refund" or "I will have a supervisor contact you" neither of these have occurred.
Frontier has investigated the above
statements and offers the following response:Frontier’s refund policy is to issue a prepaid *** 90 days from the date of service disconnection or termination.This time period is required to ensure all outstanding charges or credits are posted to the closed account.Frontier's policy also allows the account to cycle through its systems, thereby providing an accurate reading of the account.Frontier confirms a refund was submitted on December 3, 2019 with estimated USPS delivery of 14-21 days.Frontier advises for a lost refund, Mr. contact *** directly at for a replacement.Frontier spoken with Mr. on February 5, 2020 and advised of the above.We trust that this information will
assist you in closing this complaint. We
apologize for any inconvenience that *** has experienced as a result of the above matter.
On October 16, 2019, I called to ask for faster internet service. The Sales Department ordered a second modem (2nd connect core) and began charging us beginning on that date.
On December 6th, 2019, I called because we still had not received the second modem but were being charged. I was told that we did not need a second modem, we needed a new modem in order to receive faster internet service. We were to receive a promotion. We would not be charged for installation. We began getting charged for Broadband Elite.
I have called several times since then because we never received a 2nd modem, are still being charged for 2nd connect core, were charged for installation and now are being charged late fees. I have been told the credits are coming, they have been expedited or that they don’t have clearance to take care of large amounts.
I have asked to speak to a supervisor, for a phone number of a supervisor or an email address and I’ve been told they don’t have access to any of this information. I have spent 9 hours on the phone over the past 3.5 months dealing with this issue and it is still not resolved.
Thank you for referring the complaint of Ms.
to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises she has been billed for Second Connect Internet service that she has not received. Frontier has investigated the above statements and offers the
following response:Frontier advises that an adjustment of $41.97 was applied on December 11, 2019 for October 25, 2019 and November 25, 2019 Second Connect charges and the shipping and handling fee. Frontier advises that an adjustment of $19.72 was applied on January 13, 2020 for the December 25, 2019 Second Connect charges.Frontier applied an adjustment of $26.00 for late fee and Second Connect charges for the January 25, 2020 Second Connect Internet and a $75.00 installation adjustment that Ms. was advised would not be billed and was billed in error on her December 25, 2019 statement. Frontier spoke to Ms. on February 5, 2020 and explained the information above.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.
On February 5th, I was told the following (quoted from reply):
"Frontier applied an adjustment of $26.00 for late fee and Second Connect charges for the January 25, 2020 Second Connect Internet and a $75.00 installation adjustment that Ms. was advised would not be billed and was billed in error on her December 25, 2019 statement."
I was credited the $26. I was never credited the $75. I was told it would take 24 hours. Further, I have been called twice over this past due balance. Today is the 11th and I still have not received the $75 credit.
Because the credit was not given to me as promised, I cancelled my service on the 8th. I was told the following:
-I have a past due balance and my service was about to be disconnected.
-I will be charged a $10 fee because I cancelled my service.
-My cancellation would not happen until Monday because they don't do business on Sat-Sun.
-I would have to pay for an entire month, they don't prorate bills.
I cancelled my service because Frontier did not resolve this problem the way they told me it would. I should have allowed my service to be disconnected so I would not be billed a $10 fee. Further, they prorated my bill in October, so they must be pro-rating. They are obviously 'doing business' on weekends as they answer phones and I cancelled on a Saturday.
Therefore, I am prorating my current month's bill and paying the past due amount, minus the $75 credit promised. The amount I will be paying is 52.08 + 14.83 = $66.91.
Regards
Thank you for referring the complaint of Ms.
to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms. advises she has been billed for Second Connect Internet service that she has not received. Ms. advises she was charged after she terminated Frontier services.Ms.
*** advises she is being billed a broadband processing fee.Frontier has investigated the above statements and offers the
following response:Frontier advises that an adjustment of $41.97 was applied on December 11, 2019 for October 25, 2019 and November 25, 2019 Second Connect charges and the shipping and handling fee. Frontier advises that an adjustment of $19.72 was applied on January 13, 2020 for the December 25, 2019 Second Connect charges.Frontier applied an adjustment of $26.00 for late fee and Second Connect charges for the January 25, 2020 Second Connect Internet and a $75.00 installation adjustment that Ms. was advised would not be billed and was billed in error on her December 25, 2019 statement. Frontier spoke to Ms. on February 5, 2020 and explained the information above.Frontier advises that all adjustments listed above have been applied on Ms.’s account. · Frontier advises that prior to termination,
Ms. was billed (and thus incurred charges) through the end of her
billing cycle. Ms. is eligible
to continue receiving Frontier services through the end of that billing cycle.· Frontier will not be providing further
adjustments on Ms.’s account. Frontier advises there is a fee of $9.99 when a customer discontinues broadband service.Frontier advises that the Broadband 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 spoke to Ms. on February 12, 2020 and explained the information above. 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've called about upgrading my service on the 5th of January, scheduled a date for a technician to come out on the 17th of January. With that scheduled I received multiple text confirming my appointments, I confirmed them and took off of work for the 17th so I could be present, as stated by the customer service rep. No one showed up at my house, didn't receive a phone call. I eventually reached back out to a customer service representative, via online chat. I was told that the technician wrote down notes that she could not transcribe due to it being "to techy" I found this to be no help. I scheduled a day for another technician to come out in hopes this time someone would actually show up. I find it hard to believe that a company is making it so hard for there customers to upgrade there services, and every time I call I feel no one knows anything and I get bounced around to other reps.
Thank you for referring the complaint of ***
*** to our office for review. We appreciate ***
*** bringing this matter to our attention.The Complaint states that: *** initial installation date was set for 1/17/20 and no one arrived and no phone call.Frontier was unable to provide any answer as to why the tech did not show up on 1/17/20 and each time *** called in he would be transferred from one around from one representative to another. *** would like to have service installed.Frontier has investigated the above statements and
offers the following response:Frontier initial technician was unable to complete the install on 1/17/20 due to the pairs that were currently available and in need of maintenance.Frontier technician arrived on 2/6/20 and after reviewing upgrade speeds over existing speed customer decided to keep the original service to keep the price the same if no real benefit would be achieved with the upgrade of speed.Frontier spoke with *** on 2/12/20 and reviewed over the situation and decided to go forward with the installation of service and has set a new date for 2/20/19Frontier has provided *** with direct contact information for any further assistance.We trust that this information will assist you in
closing this complaint. We regret any
inconvenience that may have experienced as a result of the above matter.