Frontier Communications

I called Frontier several different times including January 27th, 30th and February 4th. The first time was to find out if there would be a fee if we ended our service and went to another provider. The representative refused to give me any information about my account because I couldn't provide the pin number they had assigned to our account, or the date of birth, or last four of the social security number of the primary account holder (myself). He insisted my answers were incorrect and I informed him his system was wrong. He became very rude and refused to transfer me to another representative or a supervisor, and kept saying "I am the representative you received today", and informed me he would mail me an authorization letter which would arrive in 7-10 business days so I could call back with the account pin # and discuss our account. I became so frustrated, I cursed at him and hung up. I then discovered when I called back and spoke to another rep., that they had inserted my husband's DOB and social# as mine and she told me they would fix the error. The next 3 times I called, it still wasn't fixed. They informed me that in order to "lock in" a lower price, the auto-renewal feature on our account automatically restarted a new contract every 2 years and if we wanted to end our service, we would have to pay them $100 early termination fee, which was not disclosed when we opened our account in 2015. I agreed to pay the $100 just to be done with them. They then told me that it was over $113 after taxes. I said ok fine. I called to end our service officially on January 30th and they said their system wouldn't allow them to enter the 30th as the disconnect date, that it would have to be February 3rd. I informed them I had disconnected their equipment and we were now with another provider and I would not pay them for anything charged after January 30th. On February 4th, I discovered a pending charge for $58.98 to our checking account for the next month of service from Frontier. When I called them to find out why they were billing me for a disconnected service, the rep informed me that it was because my account was on auto-pay and even though I had ended our service, it would take 2-3 billing cycles to get our final bill from them and that I would continue to be billed during that time. I informed her that I wanted all auto-pays that were setup to be stopped, and that I wasn't paying them any more money. She informed me she was unable to stop them as they were from my bank. I told her that was incorrect, that I have never had autopay through my bank. She again insisted I take the issue up with the bank. After some digging I was able to find the login info for their website and discovered the autopay setup through them and promptly canceled any further payments. I then called my bank and had them put a stop payment on all charges.

Frontier Internet Services advised me on my set up call on January 17th they would be waiving the $75.00 installation fee for beginning service due to a promotion they are having. I received my first bill and the fee was added. I called to explain the situation to them and they denied my request stating regardless of what was told to me, that is not a promotion they have.

On 12/17/19 I initiated a new service order with Frontier. They confirmed my order installation at $40. Installation was scheduled for 12/20. ( I have email confirmation with this amount.) They did not show for this appt, the one I rescheduled on 12/23 or the one I had to then make for 12/26. (3 missed appts- no show) They finally showed on 12/27, after I called in to do this yet again after the third no show. They then charged me $75 on my bill for installation- which was supposed to be $40. According to customer service, I am entitled to $25 per missed appt- $75 PLUS the $35 they overcharged me for the installation. I have a ticket number from 12/29/19 L-174974974 that depicts this supposedly. First bill came no credit. Call Frontier on 1/6/20 they told me to wait for second bill. Second Bill came., still no credit. Called on 2/4/20 and they can't find my account, but I can pull it up online. I have literally made 10+ calls on this topic to this incompetent company. At this point, it is more principal then money, as they would owe me much more at this point for the hours of time wasted. I would at least like $110 credit posted to my account for the errors on their part that are quantifiable and proveable.

I have had Frontier DSL for about 4 months now. When I first paid to have service installed I was told my card would be charged $76, it was charged almost double and they would not tell me why. Now since December 27th of 2019 when I got a bill notice I have not been able to get consistant service. I can not have anything connected to the service without it loosing connection. I have called tech support and had a tech come to my house. I have done every reset I can and that they have asked me to. I spent $30 on a personly router of my one to see if that would help with allowing more devices on the service.

Today I recieved a modem that they shiped me to replace my old one incease that was the issue. I have now been on the phone or chats most the evening trying to get my service. I have been told it's because I am showing two accounts active ( I only have one and tech support and customer service says they cant find the other) I have been told that I need a tech to come out to the house. I have been told "it should be working so we don't know what is wrong." I have been told all we can do is have this person call you back in first 48 hours now it been changed to 78 hours. I have been told it has to do with me not being able to access my online app service.

All I want is my internet service to work as I pay for it.

Still have not cleared my bill when I had no service for 4 months, have disconnected my line and charged me for fixing it. Phones in home, only fixed 1 line in house now. Called multiple times and told to call in 5 days and should be cleared to zero balance, still has outstanding amount due. I have been dealing with this since September 2019, with no working phone. Extremely dissatisfied and upset.

Getting billed for service we never received and the endless hours spent trying to rectify this over the phone. We have been sent to the collections agency Instead of correcting the charge that we were never responsible for. Have been given the run around from the first point of contact up and through this point.

We had our internet service go down on Dec.23rd 2019 and we were told they would be out 1/07/2020 to fix no one showed up. they then said they would be out on 1/14/2020. We received a call on 1/14/2020 and were told a board was fried and we were good to go. We called the payment dept and were told we would receive a credit of 86.00 in Feb. We had no service for 23 days. When the bill came in we found it to be for full amount we called payment dept and were told the credit was denied because someone put the wrong date on report. I fail to see how your problem should become our problem.

I had frontier and *** as a bundle pack! I canceled frontier and kept *** so frontier comes up and says that I owe them 3 hundred and some dollars! I ask for what and they said that they paid my *** bill up for 3 months when my wife had already talked to *** and had already been making the monthly payments! They turn me over to collectios and I dont owe this and why would they pay my *** up for 3 months anyway! I tried talking to them about this and it just wasn't happening very rude people! I would like to have this off of my credict report!!

In November 01, 2019 I got Frontier telephone service install a but the telephone service was very poor. when I try using the phone the people that I call would say that I had to turn off the blender because they could not hear me. I called Frontier because my husband was ill and I really needed the phone to call to Mexico to keep our family up to date on my husband's condition. I had to call them several times and each timer they send me a technician. the first time I called on November 19th and the technician arrived on November 21. He said that it was the lines "cross over" so he supposedly fix it. it did not work. I called the next day on November 22nd and the technician came on November 25th. he said it was my phone that it was old and I needed a new one. I paid over $50.00 for a new phone and that did not help. I try calling to test the line but it was the same thing. The noise was too much for the people on the other line to hear me. I called Frontier again but because my husband got worse I had to stay at my daughter a few days and I told them to sent the technician until December 10th because that's the date I was going to be back. The technician came and he said it was because it was cell phones from Mexico, I told them that it was from homeliness too. he then said it was because it was calls from Mexico. I told him the it was from every where. He made a called from his cellphone to my home phone and he said he didn't hear anything that it was fixed. After he left we tested the phone and the noise was still there.
finally I decided to switched to *** because I really needed the phone. my husband's health was declining fast and I really needed a reliable phone line. the bills started arriving and I try to talk to them about how the phone never really work but the agent keep saying that they needed to get into my account and for that they needed my ACCOUNT PASSCODE. I gave it but agents kept saying that it would not let them in. I asked if I could give them my social security number but I was told that ONLY the ACCOUNT PASSCODE would work and that they will have to MAIL me an temporary account passcode that it was going to take about few business days ( I think was 3-4 business days) to wait and to call them back with it so they could discuss my account. After about ten days I CALLED AGAIN and it was told AGAIN same thing they couldn't access the account with out the ACCOUNT PASSCODE and AGAIN they were going to mail me another one. the bills arrived with our a problem but THE ACCOUNT PASSCODE never did. When I called the 3rd time I was told that I could wait 3 months to dispute the charges. I thought that maybe by then I was no longer going to need the ACCOUNT PASSCODE. I know found out I'm being send to collection for non-payment. Please help me I just became a widow but my husband saw me go thru all this and he is the one to asked my switch to Spectrum. He was so frustrated that he offer to pay the *** bill with his disability check. He even called *** and set up "auto pay" . He saw the first bill arrived to his account. He passed the day his disability check arrived and I decided to leave his bank account open until it runs out of money paying for the *** bill like wanted.

When we left *** service to go with Frontier with a 2 year commitment, it was based on Frontier telling us that we would not be charged for the first year a $10 router fee. I explained to them that I just purchased a High Speed Gaming router and that I wanted to use it instead of Frontiers. They said NO problem. Just tell the installer that you want to use your own router and he will hook it up instead of Frontiers. Frontier then explained that we will be charged the $10 router fee starting the second year of our contract so I will need to call in and explain that I have my own router and Frontier will then delete that charge from my billing. This information was also verified by the installer. I just received my billing statement that includes the $10 router fee. I contacted Frontier and they explained that I must pay the router fee rather I have it or not. NON NEGOTIABLE! I explained that I would not have left *** for Frontier if I knew that I was being lied to and Frontier continually explained that it is too bad, I must pay the $10/month router fee. I wanted to speak to a supervisor but was told that they would have to call me back because they are all busy. My chief complaint is that I would not have signed a 2 year contract knowing that I was going to be charged for a item that I don't have based on what Frontier told me.

I subscribed to internet service with Frontier and received multiple confirmations via text, phone calls, and emails on my installation for 1/24/20 between 8am and 12pm. The technician never arrived during that time frame and when I called in I advised I am having to miss work due to their no call/no show installer. The installer finally arrived hours later. I called and asked to escalate the issue as I should not have to pay the $75 installation fee, especially since they made me miss even more work and pay that I won't get back due to their not having an installer out during the verified time.

No one ever called back. I called in to escalate the issue again when I received my bill and the customer service rep and his supervisor refused to refund the money saying the installer came and had to be paid. I advised no one paid me for the time I missed and the error was on the part of Frontier not mine. They refused to reimburse me the $75 install fee.

Also, the fiber optic cable was left out and was to be buried the next week. The person from their company came to bury it but could not bury it against the side of the house due to a driveway the cable is laying on. They placed Frontier flags all over and advised someone else would be out to put a conduit over the exposed wiring but no one has come out. When I also raised this concern to the Customer Service rep I was told I'd have to pay $25 to have a tech come back out to put the conduit over it. How is it my responsibility to keep following up with them on a job they have left uncomplete and keep paying them to come out when they leave the job unfinished.

For years, I have been paying for Internet service with 6 mbps download speed which was the lowest advertised option and I have never received more than about 1mbps. When I recently complained, they tried to upsell me. They said that I was only allowed 3 mbps. I have been paying for 6 mpbs all this time and only getting about 1mbps and they never had an option to give me more than 3 mbps. They should be giving me a credit for all of they years I have overpaid, but the least they could do is give me 6mbps at the price that I am paying. They said that the price that I am paying is for 6 mbps, but that is no longer an option in my area. However, I had a tech at my house in November and he said that my contract said 6mbps and he got me up to 6mbps. I noticed that it was extremely slow again one morning and I had less than 1 mbps again. I called the technician at Frontier and called customer service, they said I can only get 3 mbps. They also say that their calls may be recorded. I wish they could go back to some the calls in my early years of being a customer. The calls were painful. Since I have cancelled now, I would like a refund of the overpayment for at least one year. I never researched the problem before, I just limped along but I decided that I would take the time to investigate over the past few months to determine what is going on with my service and found out all of this.

I registered for new service in August of 2019 after receiving a flyer at my house that advertised $200 gift card for new customers. I ordered, they confirmed that I would receive said reward after 90 days. I called in December, January and February. When I called Frontier they said I needed to contact the Reward Center at 1-877-722-7937. When I called that number I was told Frontier never sent my information and I would need to contact them and ask them to send the information over to them. This happened 3 more times. On 1/21 I contacted Frontier via chat for written confirmation (have a screen shot to share). They again referred me to the Rewards Center - same experience. On 2/3/20 I went through it again. This time I was told that I could not have the promotion because I have copper internet, which was excluded from the promotion. I have the promotion flyer and this is not stated on that flyer. The representative, who said he was a supervior, Jermaine, refused to give me his client ID. I asked to speak with the promotion department, he said that customers can't contact them and they can't call out, but they are who I'd need to talk to. I then referenced that when reviewing the Revdex.com I see this is a common story with the reward cards and not following through due to a variety of reasons. I told him that I would like his information so I could reach out to Revdex.com, he said "I would advise you not to file with Revdex.com" in a threatening manner. I then ended the call.

Frontier Communications has unjustly terminated my primary email account and has been either unable or unwilling to reinstate it. I am being told it is due to being attached to a third party's account, of which I have no association other than being from the same county. They have been unwilling to fix the error caused on their end and insist that the person who canceled the service (which my service is completely unrelated to) must validate information before they can do more. In summary, Frontier wrongly attached my email account to another customer without my permission and have terminated the email account upon cancellation of services by the aforementioned third party.

I had moved to a new location and tried the phone before moving in and called them to say there was no phone service at all. They said it was up and running. not so the phone said on the screen to check phone line. Called and had not phone service for the week of the Jan 17th 2020. Discussed to have phone service switched to Spectrum went through the process and waited for the transfer . nothing had to go through the process the second time to switch carriers This will be the 3rd week with no full phone service

we have frontiers phone and dish satellite package and we have had it for 7 to 8 yrs. frontier phone with dish satellite. the dish stopped working so we contacted frontier said it would be fixed in 24 hours and still nothing. when you try to call or chat with them even before the weekend you are told lies because dish network themselves can confirm and frontier hangs up on you after waiting 10 minutes to talk to a manager or supervisor. i'm very upset with the service and I am cancelling frontier for good however how do I get some money that's owed to me for none working satellite that I will be charged for 4 days so far because frontier screwed up on their end and I have to miss the super bowl because of their unproffesionalism and ignorance.

I pay for internet service however the service shuts off automatically at around 5:30PM and starts up the next morning around 8AM. I only get 10 hrs of service per day!

Attempted to cancel service 12/24. Agent disconnected in middle of call. Called back on 12/28 and successfully canceled on that date as evidenced by no service. Surprisingly, new equipment was sent to my home despite the cancelation of service. New billing cycle started 12/28. Additional bill was generated for January. Numerous conversations with Frontier agents indicated first the bill could be successfully disputed by speaking to a supervisor once the next bill came, then the bill would be adjusted and the next bill would come showing a three day pro-rated amount (which I agreed to, even though I did not have their service as of 12/28. That did not happen. Called again on 2/1/2020 and was told the bill would not be adjusted. Attempted to dispute with Frontier via telephone on this date. and was told I could not dispute. Waiting on hold to speak to a supervisor.

Is there not a negative star option??? Frontier is HORRIBLE!
My TV service is not working properly, my internet is slow despite having purchased their top speeds and I've been on the phone with them for over 20 minutes because now my account is not "authenticated" despite the fact that I've been paying their bills for over 3 months and still have active service.
They need to be bought out or shut down!

I had recently moved and was shopping for Internet service. I saw the promotion for $100 *** gift card on Frontier's website for new customers who sign up for internet service in the month of December 2019. Instead of ordering online, I decided to call Frontier and order new internet service over the phone. I spoke with a nice sales rep who told me about the different Internet plans. I asked the sales rep specifically if they were honoring the $100 gift card promotion over the phone. He said they were not, however he mentioned that if I call customer service after placing the order, they would honor the gift card, no problem. He was completely sure of this when I asked him a second time and insisted I would have no trouble getting the gift card. The sales rep claimed "they honor it for customers all the time". At this point I considered hanging up and ordering online as it would be an extra step and a hassle to have to talk to customer service to get the promotion. Having already spent 15 minutes on the phone with the gentleman I decided to order through him so that he would get commission on the sale. As we were going over a summary of the first month's charges, he mentioned that aside from taxes, the only other charge would be a $10 per month charge for the wireless router. I agreed that this was fine. This is where the problems began. I was informed that someone would come out on 12/30 to run fiber to the house and again on 12/31 to finish the installation. I received a call on 12/28 from a technician saying that he was already at the house and wanted permission to access the yard. I was not home but gave him permission anyways. I thought this was unprofessional as I did not receive a call beforehand notifying me that they were planning to show up earlier. A different technician attempted to finish the job on 12/31, however there was an issue that necessitated re-running the fiber from the telephone pole. The technician said that they would be back but did not specify when. A whole week went by with no communication. I called Frontier customer support inquiring about what was going on with the installation. I spoke with 2-3 different support reps and I received differing answers. I also asked about the $100 gift card and was informed that they were unable to honor it despite the sales rep telling me that it would not be a problem. Had I known this I would have ordered the service online.The installation was completed on 1/13, two weeks after the initial planned date. I was without Internet service for 2 weeks when Spectrum would have completed the installation the same week, with no installation fees. To make matters even worse, I noticed that I was charged the first of 3 $25 "HSI installments" and a $9.99 equipment delivery and handling fee which completely contradicts what the sales rep had said about the first month's bill being $29.99 plus taxes and the router fee. I am extremely disappointed in the deceptive sales practices and lack of transparency displayed by Frontier Corp. I am considering switching to Spectrum.