Frontier Communications

We canceled our service with Frontier Internet. They kept sending us bills for returning a rented router to them after our service. When they canceled the service, I told them that we used our own equipment and never received a router from them. They sent us a notice saying that we needed to return the router or we would be charged for it. I had an online chat with a Frontier customer service representative, to get that removed. We then received another bill from them saying to pay for the charge again. I then called and spoke with Frontier, where again they then said that there was no charge on our bill. Now, we have received a notice that they sent us to collections for an unpaid bill.

To whom it may concern,
I’m writing to request a credit for significant and repeated overbilling on my Frontier internet only account, despite repeated customer attempts to remedy the situation. Additionally, I request correction of my monthly service charges going forward to the $39.99 amount through my established contract end date of 3/6/2021. As of the date of this memo, my overbilling totals $240.00, with another eminent monthly withdrawal that would add another $15.00 to that balance. I need your help to fix this, particularly during the financial stresses we all face due to COVID-19.
My initial contract was for Simply Broadband Ultimate with a term from 3/07/2018-3/6/2021. My recurring monthly service charges were to be $39.99. For reference, my upload speed (via self-audit on speedtest.net with a hardwire ethernet cord to my computer) is usually about 0.85 MBPS.
Timeline:
• January 3, 2018: Customer called to secure verbal price quote on high speed internet at my residence. Call Center Sales rep confirmed that if I signed up, I would be “locked into a two or three year term at set rate with promotional credits” and “you wouldn’t see price increases during whatever term you chose during account setup.”

• March 7, 2018: Customer had a site visit for install. Very helpful Frontier installation technician confirmed that the “monthly service charges for Ultimate Term would not reduce or increase during the term stated on my monthly invoice, except for any initial installation fee for today.”

• On March 7, 2019: After 12 months of service (only 1/3 of the way through term), invoice dated March 7, 2019, reflected a price increase in the monthly service charge portion that would be equivalent to $180 in additional annual costs (monthly charge increased from $39.99 to $54.99.

• On July 7, 2019: Customer contacted Frontier to adjust over-billing in subsequent bills. Representative provided verbal agreement that “the contract terms you signed clearly extended through 3/6/21. Nothing has changed. I see the account had been overbilled starting on the March 7th [2019] period.” The customer service rep told me that “you can expect resolution within a week or so” and “you will see a credit on the August [2019] and September [2019] bills due to the overpayment.”

• On September 3, 2019: Customer contacted Frontier to note that there had still not been resolution of overbilling. The representative notified me that the company had previously had me sign an agreement that was expired, and the company had now done away with that pricing and structure for new customers. During the course of the call, the representative referenced a grandfathered promotional credits I was on. Customer requested copy of original executed copy of the terms of service that were signed or he was referencing. Frontier rep took my address and offered to send electronic copy of the relevant contract at that time, if not the fully executed version of the terms of service that I signed. He said I should expect to receive in the mail within the week. No follow up occurred.

• June 12, 2020: Customer contacted Frontier to remedy lingering overbilling. Customer service rep confirmed the original bill amount on the December 2018 bill of $39.99, and stated “yes, you are still within the term on your promotion rate. I’m not seeing why you would receive an increase on the bill […] There’s no reason, we’ll definitely go ahead and credit the account. “ The customer rep confirmed that she or her lead would contact me by 6/19 to let me know a timeline for resolution once they’ve reviewed. I have not heard back regarding the overbilling as of 7/22/2020.

Please provide prompt correction to future bills and credit resolution of the past overbilling. I appreciate the many folks who have tried to help resolve this over the past year, but frankly, spending 6 hours of my time and your staff’s time, and lending you hundreds of dollars while you get your billing straight is not within my COVID-19 budget.

Thank you.

Utility is failing to maintain pedestals throughout the Union Mills area. Many pedestals are open to the elements and have been involved in vehicle strikes. I have poor cell phone coverage in this area thus the land line is my only means of communication outside of dealing face-to-face with persons, which with my age and COVID-19 is increasingly difficult. I am experiencing complete telecommunications outages roughly every 3-4 months, sometimes for as long as five days, the utility refuses to pro-rate their lack of service during these outages or to maintain their telecommunication infrastructure.

I have had nothing but issues with Frontier. It started in June 2020. I noticed one of the 'legs' of my internet went out and I called to created an appointment to have it fixed. On July 8th, the day of the appointment, no one showed up, no phone calls or emails telling me they would not show up. I called the customer service again and they tell me that there is a 'common cause' outage, that I had no idea was happening. The customer service supervisor promised me that someone would come the next day and that he would personally call us the next day to check t see if someone showed up. The next day (July 9th), no service tech showed up and I received no call from the supervisor. They said this outage was the reason no one showed up and that they were working on it. So for about a week, with half the speed I was promised and pay for, I called customer service and got hung up on several times as well as being directed to different people constantly. I tried to get updates on this outage and to find out how long it would take. The individuals on the chat never answered back so the chat was ended. I then call customer service again on July 16th, when my modem began to turn off and on all by itself and never connecting properly. The customer service rep told me that issue was nothing to do with the 'common cause' outage and that I needed to have a service tech come out and come look at it. I made an appointment for July 21st. On Thursday, July 16th, a few hours after calling, my modem turned all red and I have not had any internet in 8 days. I changed my work schedule to take Tuesday July 21st, but no service tech showed up yet again. My fiancé called customer service on the week of July 12th, and the customer service rep said Frontier knew of this 'outage" issue since the end of April. I called customer service again July 21st, asking why no one showed up and they kept telling me the same thing, that the common cause outage stopped techs from coming to my home. The customer service rep told me the service techs working on this common cause outage would call me. I am typing this at 7:10 PM, and I have not received a call. I have been getting updates through Frontier's Twitter and they told me that the 'splicing' of the wires was complete and that another service tech tea had to come in and finish it. I have not received any actual updates in 5 days and I do not understand how employees for a company have no idea what other workers are doing. I am very frustrated with multiple calls being dropped, chats being dropped and different customer service reps telling me different information regarding the issues I have had. I need help in figuring out what the issue is with this 'outage' and what is causing such a delay in updates and completion of this repair. I also want to know why if Frontier knew about the damage and outage since April, why have I not had any service in a week in the middle of July.

The worst company ever. Someone "ported out" the phone line we have had for almost 50 years. This means that we no longer have control over our own phones, and Frontier allowed our number to be transferred to a company called ***.com without any verification from our end. We have received no help from Frontier, and cannot use our own phone line. They have been terribly unhelpful, and seemingly indifferent to the fact that this is the only line on which anyone who knows us can contact us. *** cable has stepped in and given us a temporary number from which we can make calls for a week. Frontier just flat out does not car and will not help. Run, don't walk, away from this company if you have a choice.

I HAVE BEEN WITH THIS COMPANY FOR MANY YEARS. I HAVE HAD PHONE THE ENTIRE TIME AND INTERNET SERVICE IN THE PAST. LAST YEAR MY INTERNET SERVICE WAS NOT WORKING CORRECTLY AND I HAD PUT IN A SERVICE TICKET. FRONTIER MADE ME AND APPOINTMENT FOR SOMEONE TO COME TO MY HOUSE ON A CERTAIN DAY, I HAD TO TAKE THE ENTIRE DAY OFF OF WORK BECAUSE THEY GAVE ME THE TIME FRAME FROM 8 AM TO 5PM. I WAITED ALL DAY, NO ONE EVER CAME. I CALLED FRONTIER AFTER THE TECH DID NOT SHOW, SPENT 3 HOURS ON THE PHONE AND MADE ANOTHER APPOINTMENT FOR A TECH TO COME OUT, AGAIN HAVING TO TAKE THE ENTIRE DAY OFF OF WORK. SO AT THIS POINT I MISSED 2 DAYS OF WORK. THE DAY CAME, I WAITED FROM 8 AM TO 5 PM, STILL NO TECH SHOWED. I AGAIN CALLED FRONTIER, SPENT 4 HOURS ON THE PHONE, WAS BOUNCED AROUND TO MULTIPLE PEOPLE AND COULDN'T GET AN ANSWER AS TO WHEN THE TECH WAS COMING AND WHY HE HAD NOT COME ALREADY. I WAS SO FRUSTRATED THAT I HAD MY INTERNET SERVICE DISCONNECTED AT THAT TIME. DUE TO THE COVID-19, MY CHILDREN NEED INTERNET SERVICES TO DO THEIR SCHOOL WORK, SO I CALLED FRONTIER TO SET UP A NEW INTERNET SERVICE, SET UP AN APPOINTMENT FOR 7/20/2020 FROM 8AM TO 12 PM, TOOK THE DAY OFF OF WORK AGAIN. YESTERDAY 7/20/2020 AT 1207PM I CALLED FRONTIER TO INQUIRE ABOUT MY APPOINTMENT AGAIN AS THE TECH DID NOT SHOW FROM 8 AM - 12 PM. SPOKE WITH TIFFANY AND WAS REASSURED THAT THE TECH WOULD BE COMING OUT, THAT THEY WHERE BEHIND, THAT IT WOULD BE DONE TODAY 7/20/2020. I CALLED FRONTIER AGAIN AT 3:07PM AS THE TECH STILL HAD NOT COME, I SPOKE WITH ADRIAN AND WAS AGAIN REASSURED THAT THE TECH WOULD BE COMING OUT, THAT THEY WHERE BEHIND, THAT IT WOULD BE DONE TODAY 7/20/2020. I RECEIVED A CALL FROM THE FRONTIER NATIONAL DISPATCH TEAM () AT 5:27PM AND WAS TOLD THE ORDER COULD NOT BE FILLED AND DONE TODAY, THAT THEY HAD TO RESCHEDULE MY ORDER. I TOLD THE LADY THAT I WAS SPEAKING TO THAT I FELT THE WAS INSANE, THIS WAS NOT THE FIRST TIME THIS HAD HAPPENED TO ME, THAT THIS WAS NOT ACCEPTABLE, I HAD TO TAKE THE ENTIRE DAY OFF OF WORK, I AM A HEALTHCARE WORKER AND CAN NOT BE MISSING WORK DURING THESE CURRENT COVID-19 TIMES. MY APPOINTMENT WAS RESCHEDULED FOR TODAY 7/21/2020, MY HUSBAND TOOK THE ENTIRE DAY OFF. I CALLED FRONTIER AT 1207 TODAY, SPOKE WITH TIFFANY AND WAS REASSURED THAT THE TECH WOULD BE COMING OUT, THAT THEY WHERE BEHIND, THAT IT WOULD BE DONE TODAY 7/21/2020. I AGAIN MADE THEM AWARE THAT THIS IS THE SECOND DAY THAT ONE OF US HAS MISSED FROM WORK.

We first became customers of Frontier Communications on April 1, 2020. On June 22 our fiber optic cable was cut the first time and we were without internet service for over 24 hours, on July 8, 2020 our fiber optic cable was cut the second time and we are still waiting for the cable to be buried the proper depth so our cable will not be cut a third time. We keep getting the run around from Frontier Customer Service and we still don't have a firm date on when the cable will be buried. Frontier keeps telling us a date and when that date arrives and no one shows up we call them and they give us another date, this has happened three times so far.

Billed for entire month of service when only had service for 1 day. Terrible service.

On numerous occasions we have received horrible customer service in trying to resolve issues that were caused by the company. On at least two occasions I was disconnected by customer service &, even though they had my mobile number in case we were disconnected, they made no attempt to contact me. We also negotiated a monthly fee reduction that was supposed to start in May of 2020 that the company did not honor($8.00 reduction). On two occasions of several when we lost service, a technician was sent. On both occasions the technicians worked for hours to resolve the issue, only to discover that they were never notified that the problem was an area-wide problem. They worked in vain due to the company's failure to notify them of the actual problem. The company has failed to compensate us for the time we lost service. We have spent many hours on the phone & with the technicians with frustration & without the issues being resolved. Most of the customer service representatives provided terrible & unsatisfactory service. The technicians were excellent but were made to look foolish because the company failed to notify them of the actual problem.

I canceled service more than half way thru the month and they are charging me for the whole month...when they were not providing any type of service anymore

Our Froniter account number is ***. We cancelled our service 1 day after installation. During the cancellation, we talked over the phone with Customer service and decided to pay $44.98 (for 1st installment of modem + shipping and handling fee for modem). I have paid that already. They are still showing an outstanding balance and now not agreeing with the settlement we agreed on.

every month for five years now I pay them for a service they consistently fail to deliver

I had cable, internet and phone services with Frontier from June 2018 through June 21st 2020. My contract ended May 2020. My services with frontier we’re disconnected on June 21st 2020. My last billing cycle is from June 2nd through July 2nd. I do feel I should pay for 12 days worth of service where I ddI not have service or the equipment for the service. Frontier stated that customers are billed in advance.

Frontier added their Frontier Secure Identity Security Bundle for $5.99 a month without my authorization or consent to my account. I called numerous times to get this taken off my account and each time was on the phone with them for over an hour (at least 5 times). Every time they would tell me the charge was removed but every month my bill came with the same $5.99 charge. It became so frustrating getting transferred to different departments and being on hold for at minimum an hour at a time that just canceled my service.

On February 26, 2020 Windy, a Frontier representative sold me a bundle package to include *** for $109.00. The internet was suppose to be 12mg, I only received 6 as there was no wiring to support 12. I was to receive 3 months of movie stations which I never received. When *** came to install they informed me the receivers I had been sold had not been used for quite some time as they had a whole new system and I would have to pay extra, so I agreed. The first week the internet did not work so I was credited for that. From that point on my bill was never what was quoted, but much more. My payments were late because of waiting for a call from Frontier to fix the problem. When I worked through the mix up with an executive, Tonya located in Kingman, I immediately sent off my payment via bill pay. But the next month was the same situation. I have talked to so many people and have documentation as to with whom I talked with, date and conversation. Today at a request from Frontier via voicemail and email I called and it was like starting from day one only to be told as I had been told many times by a customer service person they were not allowed to make the needed adjustment. I was then transferred to a head of a collection person, Cory. Cory a look at my billing and in a few moments told me I had basically been getting internet for free and I was to pay the amount billed. I have not even been a customer since June 21st. 2020. I have an account with *** not bundled with Frontier and I am not behind on any payments with them and I am in good standing. I have been a business owner for almost 20 years with perfect credit and this is the first time I have never had this kind of problem. If Cory worked for me he would be fired for having poor customer service. This needs to be resolved. This has caused me so many sleepless nights and stress. My service with Frontier and the bundle sold was terminated as of June 22,2020. I have contacted *** and I am current with all billing and have them as my provider with no connection to Frontier.

Returned equipment in March 2020. I have the receipt that it was delivered, yet Frontier has billed me over $400 for non returned equipment. Also they are reporting me to a collections agency. I have called them 6 times to give them my tracking number and receipt that they have received my equipment.
Two different phone calls they state they are mailing me a number within 7-10 days to contact them so they can enter my old account which does not exist anymore. I still have not received any number and its been 2 months. I was also told a superviser would call me back to clear up bill. No phone call. One person said it is cleared up yet I still receive a bill for unreturned equipment.
I am being told my pin number does not work for my previous account, yet when they got in to it, it was the password I gave them. I want my bill cleared because they have received my equipment, yet are denying me this because they said they can only clear it up when they enter my old account.

I am currently retired from active duty however, this problem occured while I was on active duty.
I called to cancel my internet service because I was moving. I disconnected all of my equipment. Frontier Communications did not stop my service. I called them when I received a late bill for services. They looked back at their call log and agreed that I had asked to stop service. However, the supervisor claimed that he could not remove $57 of the charge. I refused to pay them for services that I didn't use. While in dispute, they marked my credit report with late/missed payments. In 2017, I was in the process of trying to buy a house and saw it on my credit report. Even though I still don't think I owed them any money, I paid it anyways just to make it go away. The late/missed payments remain on my credit report and the incredibly frustrating part of it is now that I paid them, they listed it as a charge off several times on my credit report. I have called customer service as directed by letters through Frontier Communications regarding my dispute, but I end up being transferred from department to department with no one that can help me. I have spent in excess of 10 hours on the phone collectivley with no resolution. I find it distastful that while I seved overseas defending freedom, this large corporation was taking advantage of me.

In 7/6/20 I lost Internet service due to a Bad router. On 7/8/20 I called frontier and they tried to solve the issue over the phone but, that couldnot fix the problem. I asked them go send me a new router. On 7/10/20 I called again for the router box and was advised the rep. never put the order in. Another router was shipped euch came on the 13th. A tech had to come in the 14Th to install it. Mean while on the 17the another router came to my address. I called frontier regarding a reimbursement for the days I was without my internet service and they decided they would only reimburse me for just one day. It was their rep. who made the mistake on the router order, not me. Frontier owes me 8 days of being without my internet service.

My contact expired in June 2020, and the company failed to inform me that my price is going to go up by over $10.xx. I called the CSR Janet and she said that she is unable to do anything. I told her in my conversation that Frontier currently is in Chapter 11 & if this is how it is going to be they may be under Chapter 7. I hung up and called *** and they were able to accommodate me and activated my account right away. I call back Frontier and I asked them to terminate my service. I was then told that I will be billed full month and then there is going to be a $10 termination fee and today I got the bill for the entire month including $10 for lease for the router. I have the router packed and will be dropping it at UPS.

My best

In June they cut my service for nonpayment, but I had paid it through *** Bill pay, they received payment according to bank, to restore service I paid it again. I had already paid July Bill through *** again, now they will shut down service again if I don't pay July again, I'm on a fixed income and don't think I should pay for a bill twice. They have my payments never got credited for 2 June payments.