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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On August 16, 2019, I called Frontier to cancel my service as I just got a different internet service the day before.
On that same day, I sent in my payment for the August bill of $69.97.
In September 2019, I received a bill for payment and sent it back to Frontier with a note saying that I cancelled service in August.
On October 5, 2019, I received another bill for payment and sent it back again with another note.
In November 2019, I received another bill. An Amanda from Frontier called me on 11-14-19 and I was told that Frontier cancelled my account on October 23, 2019 because of non payment (even though I was the one that called and cancelled on August 16, 2019) and that she was going to transfer me to the cancellation department but instead hung up on me.
On 12/26/19, my daughter called on my behalf as I am a 93 year old woman. She was told by two people at Frontier that they did show a phone call in to frontier on August 16, 2019 but could not verify that it was to cancel my account. She was told that they were going to credit my account for around $124.00.
Then I received a letter from Frontier dated 12/31/19 advising of the past due amount and that it would go to cancellation.
January 11, 2020, I received another bill dated 1/5/20 with an amount of $128.94 due. My daughter called Frontier on January 13, 2020 and spoke to a Rocket. He asked me to verify that my daughter could talk on my behalf and that she was an authorized user and I said yes. He then told my daughter that an *** was the only authorized user on my account besides me. He also said that he did not see any calls coming in on August 16th from me.
Every time I call in to Frontier, I get different answers and information. I was told that everything is time stamped and that I should have received a confirmation number for the cancellation. I feel that it is Frontier's responsibility to make sure that if I needed a cancellation confirmation number, they should have given it to me as I would not have known I needed one. Also, this fringes on Elder Abuse as I am 93 years old and feel like I am being harassed.
I have gone ahead and made the past due payment just to make this go away but want to preserve my credit. I fell that this is the worst so called customer service I have ever dealt with and wanted you to be aware.
Frontier CommunicationsThank you for referring the
complaint of Ruth
*** to our office for review. We appreciate Ms. bringing this matter to our attention.The Complaint states that:Ms.
*** advises that she called Frontier on August 16, 2019 to cancel her
internet service and mailed her payment for the August bill. Ms.
*** advises she was still being billed monthly after she terminated her
Frontier service and now it has been sent to an Outside Collections Agency
for non-payment.Ms.
*** advises that she mailed in payment for the last amount billed in
the amount of $128.94 and would like to get it returned to her for
overpayment. Ms. made the payment so it would preserve her credit.Frontier has investigated the above
statements and offers the following response:Frontier investigated and advises
that Ms. called into Frontier on August 16, 2019 and no order was placed
on her account to cancel her service.Frontier advises that her
account was closed out on October 23, 2019.Frontier advises that a
refund was processed on February 11, 2020 in the amount of $128.94 and will
take 7 to 10 business days for processing and for Ms. to receive her
refund check.Frontier communicated the above
information via email today, February 11, 2020 and included direct contact information.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.
e my internet speed to 500/500 service I was informed that Frontier would be charging me a monthly "router fee" of $10.00 even though I neither owned or would use.
By law (FCC Section 76.1201 of the Rules, prohibits
MVPDs from “prevent[ing] the connection or use of navigation devices” on their network. It provides an exception from this prohibition only “where electronic or physical harm would be caused by the
attachment or operation” of a navigation device, or when the device could be, or is intended or designed to be, used for “the unauthorized receipt of service.”1
“Navigation devices” include cable modems, which are used to access “other services” (namely, broadband Internet access) offered over a cable system.
“Electronic or physical harm,” as described in the Navigation Devices Order, includes “harmful
interference,” “injury to the system,” or “compromise of system security”; that is, harm to the networkfacilities beyond the premises of the individual connecting a navigation device.)
As such Frontier may neither require or charge me for equipment I am by law not required to use or pay for provided that the equipment I am bringing does not cause harm to their network which it does NOT!
I attempted to explain this to the agent(s) as well as their supervisor and they simply did not get it insisting there was no way around it which is patently false.
Frontier
CommunicationsThank you for referring the complaint of
*** L. ***
to our office for review. We appreciate him
bringing this matter to our attention.The Complaint states that:Mr. states he wants to upgrade his
internet to the 500/500 service for a $10.00 increase in his bill and was
told if he does, he will have a $10.00 monthly “router fee” as well. Mr. states he uses his own commercial
grade router and should not be billed a monthly fee for Frontier’s. Mr. states that Frontier may neither
require or charge him for equipment he is by law not required to use or
pay for provided that the equipment he is bringing does not cause harm to
Frontier’s network which he states it does not. Mr. wants to upgrade to the 500/500
internet for the $10.00 increase only and for Frontier to find a way to
suppress the $10.00 router fee. Frontier has investigated the above
statements and offers the following response:Frontier spoke to Mr. on January 17, 2020 and informed him that Frontier’s residential Gateway router is equipment provided with every service order and specifically designed to work with Frontier’s service. The advertising and residential internet terms and conditions make clear that Frontier service includes equipment charges, such as the router charge, and neither advertisements nor terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, Frontier’s router charge continues to apply. Frontier cannot support or repair the non-Frontier equipment.We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. L. *** may have experienced as a result
of the above matter.Frontier
Specialist: Kelly E Department:
Executive Relations
I cancelled my contract because of lousy service, when it rained the service went dead, nothing worked so I switched to ***. I wanted to keep my original phone number with *** but Frontier wouldn't release the number till the 11th of Dec which made it two (2) days after the billing cycle, it order to keep my original number I had to keep the Frontier account open; I explained the situation to the Frontier representative and was told that I can dispute the payment for a refund. Frontier told me I could not dispute the charges and would not prorate the amount and was charging me the full monthly amount of $72.99 for only 2 days of service; I paid it, then I received an early termination fee statement and was also being charged taxes and fees. I should not be charged taxes and fees on a termination of contract.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier’s investigation found that Ms. ported her service to another company two days after her December 9, 2019 invoice generated on December 11, 2019.
A Frontier representative issued a onetime courtesy credit to Ms.’s account in the amount of $68.12 on January 16, 2020 for service dated December 11, 2020 through January 8, 2020.
A Frontier representative called Ms. on January 16, 2020 to advise.
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.
Frontier Specialist: Linda Department: Consumer Relations
I called to order the cable service around Oct. 6, 2019 and I accepted the service because the customer service representative said they would cut the installation fee in half if I would accept their service so I said yes. I only had the service 9 days when I got my first bill of 202.18, so I called and cancelled 10 days later Oct 16,2019 because they did not keep their word and charged me the whole fee of over 79 dollars installation fee which I believe they have on recording what they offered me. So I called to cancel and the lady, Deanna said oh I see you don’t have any boxes and I said I have 3 and she said a box would be sent for me to return the equipment and there would be no bill since I only had the service 10 days, she lied also because I called corporate and they are making me pay 102.35, ***, and she said they wouldn’t tell me that and I said I am not lying, she didn’t offer to investigate or listen to the recordings by her employees, she just said I had to pay, I don’t understand why I have to pay for something that I rented on the word of her company only to find out they all lied to me.
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 a billing dispute with Frontier.
Frontier has reviewed the above statements and offers the following response:
Frontier spoke with Ms. on January 17, 2020 and Frontier advises the account balance is currently at $102.35. Ms. advised she will mail in the payment before the next bill prints.
Frontier advised to date a total credit of $99.83 has been issued on the account.
Frontier advised as a customer courtesy we waived the early termination fee. Frontier advised we have placed a collection block till the end of February 2020.
Ms. presented no further questions or concerns and has direct contact information for the future.
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.
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 a billing dispute with Frontier.
Frontier has reviewed the above statements and offers the following response:
Frontier spoke with Ms. on January 17, 2020 and Frontier advises the account balance is currently at $102.35. Ms. advised she will mail in the payment before the next bill prints.
Frontier advised to date a total credit of $99.83 has been issued on the account.
Frontier advised as a customer courtesy we waived the early termination fee. Frontier advised we have placed a collection block till the end of February 2020.
Ms. presented no further questions or concerns and has direct contact information for the future.
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.
Horrible company to deal with between the products they offer and the customer service I don’t know which is worst.
Horrible service, Intermittent at best. Customer service tries but has their hands tied! 50 year old infrastructure that they refuse to upgrade. Horrible company that takes my money every month but wont resolve the problem!
I was turned over to a collection agency for collection of a payment for services I did not owe. I have called this facility on numerous (4) occasions to resolve and each time, I have been told it would be corrected.
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 advises Ms. received monthly discounts based on a two-year term agreement. Since Ms. ended service before the term agreement end date of 08/14/2020 an early termination fee applies.
Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier left a message for Ms. that included direct contact information.
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.
I am being charged a monthly fee for a WIFI router which was not provided during installation as I provided my own router. I spoke with customer service and was told they can not remove that charge.
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
The Complaint states that:
Mr. is disputing his bill for services from Frontier. Frontier has investigated the above statements and offers the following response:
Our Frontier Residential Gateway(router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve the customer. Therefore, If a customer uses their own router, the charge still applies to cover these costs.
A Frontier representative spoke with Mr. on January 17, 2020 to advise.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
Frontier Specialist: Linda Department: Consumer Relations
I have had several issues with Frontier over billing and services. Since I moved to my current address, on October 17, 2018, I have had nothing but issues with my phone and internet working properly. Most recently, I experienced a phone outage, and then a prolonged internet outage. The internet was out from October 30th-November 21st. The internet was still out on November 21st, the day that I had my Frontier account cancelled. The caller ID had also not been working between October 8th-November 21st. I was told by several Frontier employees that the outage was due to faulty, outdated hardware/lines and it would be a great deal of time before the issue was corrected. During this ordeal, I noticed that my Frontier bill also increased. That is when I decided to cancel and be done with the headaches. Frontier agreed to credit my account for the outage, and I would only owe approximately $3 on my last bill. I just received a phone call today from a debt collector stating that I owe Frontier $105.74. When I tried to contact Frontier, I was told that no one could access my account, but that they also didn't see calls I made complaining about an issue, and also that the issue was resolved prior to my cancellation. Neither of which are accurate. This bill that was supposed to be lowered significantly is now going to be on my credit report, and I need it gone. I do not feel that I should pay for services that were not working due to no fault of my own. Nor should I have a mark on my credit file when Frontier told me that they were not going to charge me that amount on my final bill. I genuinely feel that they are retaliating against me for filing a complaint against them with the NYS Attorney General.
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. states she is being billed a balance that has been turned over to an outside collection agency.
Ms. states she should not have to pay this balance as she did not have working service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had one phone repair request and one Internet repair from October 25, 2018 through November 21, 2019 (date of disconnection)
Ms. had a balance on her October 22, 2019 statement that remains unpaid. Frontier did issue out of service credit of $34.02 that was deducted from that statement balance and was reflected on the statement dated November 22, 2019.
Frontier advises that Ms.’s account is with *** .
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. For your reference, details of the offer I reviewed appear below.
Per my last phone call with Frontier prior to my cancellation, I was promised additional credits as the previous one was applied earlier during my outage. I was told that I would receive credits of $93, and my final bill would be approximately $3. My services were never repaired and I should not have to pay for them. Especially after I was told that I would not have to. Frontier has gone back on their word and are trying to bill me months after my cancellation.
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. states she is being billed a balance that has been turned over to an outside collection agency.
Ms. states she should not have to pay this balance as she did not have working service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms. had one phone repair request and one Internet repair from October 25, 2018 through November 21, 2019 (date of disconnection)
Ms. had a balance on her October 22, 2019 statement that remains unpaid. Frontier did issue out of service credit of $34.02 that was deducted from that statement balance and was reflected on the statement dated November 22, 2019.
Frontier advises that Ms.’s account is with *** .
Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution
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.
Since back in earlier December my phone and internet has been going in and out constantly on a daily basis. I have called from my own house when the phone would be in for a just a few minutes, I have called from my neighbors house, I have had to get my son to call from his house and I have called from a cell phone reporting the issue. Multiple times have someone been out to "repair" my main line only to find out it wasn't in my line at all after so many times I have been left without a phone and internet. The repair tech that was last sent out went to the main service box to find it infested with rats nesting in the wires causing my telephone and internet issue for the last 2 months. There was even a few times I went without a phone for days because I couldn't call out to anyone and had no transportation to get to a phone. To this day I am still having issues with my internet. I have to reset almost hourly to maintain a connection. I called the company yesterday about the issue only to be transferred 2 times and to be told only 2 reports had ever been made. I know this is incorrect and feel they have cheated me out of getting a discount on their service for the issues I have been having. I even reminded them of what their tech had found inside the main phone service box to which they left me with no reply only to say they could credit me for 2 days worth. My phone was out for a full week back in December and around early January my phone was out for a solid 4 days before a tech could even come out.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that he has been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Ms. also advises she has had telephone service problems with Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that Internet service speeds are based upon many factors; including network congestion, customer location, customer equipment and Wi Fi network interference. Customer speeds may vary over time.
Frontier has investigated Mr. account and has determined that due to a surplus of Wi Fi in his immediate area, Wi Fi network congestion could be affecting Internet service speeds.
Frontier found that Ms. area is experiencing congestion and although Frontier is continually working to improve its network and its customer experience, there are no specific plans for upgrades in Ms.’s area at this time.
A Frontier Representative issued a one- month service credit to Ms. as a courtesy for the problems with her Internet.
Frontier found two trouble tickets reported on December 18, 2019 that was repaired on December 19, 2019 and one on January 8, 2020 that was repaired on January 9, 2020.
A four- day service credit was issued for the time without telephone service.
A Frontier Representative spoke to Ms. on January 20, 2020 to advise of the above.
If Ms. is dissatisfied with Frontier’s Internet service he can cancel service with no further obligation.
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.
I've been a Frontier customer for about 8 years, and before that, I was in my parent's house where they were customers for several years. Recently, I've been having issues with the service, primarily frequent shutdowns. This happens any time of day, but usually after midnight, and when it's very late, such as after 3am, interruptions can be as frequent as every few minutes. I've run tests and changed my settings on my own. I usually have few devices working at once.
I contacted Frontier on a few occasions for them to inspect the problem. They didn't follow through. During my last conversation with Frontier on Jan 3rd, we specifically agreed that a tech would call me tomorrow (Saturday, Jan 4th) at 1pm. I waited for the call, but it did not occur. I even waited until next Saturday, thinking they had the date wrong. Still no call. They have my correct phone number. I used it to call them, and provided it to them, and it's the one on my account, so they could certainly reach me. They have in the past. The company says they'll help but then misses their scheduled calls.
Additionally, in December, Frontier said they'd apply a $20 credit to my next bill. This also did not occur. When I called to complain, they said they wouldn't apply it, but could give me a $20 credit to next month's bill. (What they SHOULD do is apply the $20 AND another $20 for the next month since I'm still having issues and they forgot to apply it in the first place.) I received my bill for next month and the credit is still not applied. They gave me the code *** to follow up. When they gave me this number, they assured me it would appear on my next bill, which it hasn't (and didn't last time they said that too).
I've had other issues lately too, such as a last year when Frontier upgraded me "at no charge" and then a month later I was charged. I also am lucky to get 5mb download speeds, even though they advertise 15, and other companies offer well over that for the same price. (5mb is considered very slow, and a speed test will often recommend I speak with my ISP about issues.)
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. advises that he has been
experiencing intermittent speed and connectivity issues with his Internet
service from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
also advises that actual Internet speed at the service address, and the ability
to access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitations of inside wiring and personally owned
equipment. Additional information is available
to customers at https://www.frontier.com/nyinternetdisclosures.Frontier
applied a credit adjustment to Mr.’s account in the amount of $48.00 as a
courtesy. Please allow 1 to 2 bill
cycles for the credit. Frontier
attempted to speak to Mr. but was unsuccessful. Frontier has provided direct contact information
via email. 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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
First, while I accept the premise of their response (they did call me back and they did offer me about the equivalent of one month service credit), I can't yet accept this. First, they gave me one month back credit, not two like I asked, and they didn't mention anything about the credits promised to me in the past that I did not receive. I also have gone through a lot of work to call and complain about the service, speak to techs who can't resolve my issue, get dropped from communications, and call and complain that I didn't receive my credits which were issued.I would like the equivalent of about two month's credit (about $90) AND my internet fixed. They have said that they will credit my account within 1-2 billing cycles. Part of my complain is that they've promised me this before and I did not receive it. Therefore, I will keep this Revdex.com complaint open until I see this credit on my account.
Regards
Thank you
for referring the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The
Complaint states that:Mr. advises that he has been
experiencing intermittent speed and connectivity issues with his Internet
service from Frontier. Frontier
has investigated the above statements and offers the following response:Frontier
also advises that actual Internet speed at the service address, and the ability
to access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitations of inside wiring and personally owned
equipment. Additional information is available
to customers at https://www.frontier.com/nyinternetdisclosures.Frontier
applied a credit adjustment to Mr.’s account in the amount of $48.00 as a
courtesy. Please allow 1 to 2 bill
cycles for the credit. Frontier
applied an additional credit adjustment to Mr.’s account as a courtesy
in the amount of $40.00. Frontier
advises the credits will appear on the February 13, 2020 bill statement.Frontier
attempted to speak to Mr. but was unsuccessful. Frontier has provided direct contact information
via email. 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.
I was a customer of Frontier Communications for more than a decade. The service was awful, but there was no other realistic service for internet in my rural area. However, my cell phone provider now gives me internet access, and the service is exceptional, When I discontinued service in 2019, Frontier basically billed me an extra month. I have tried to resolve this, but Frontier is adamant that they want an extra months fees, and tell me they could not be mistaken, They are.
Frontier has investigated the above statements and offers the following response:
· Frontier investigated Mr.’s account and determined that Frontier successfully ported Mr.’s telephone number on July 30, 2019.
· Frontier advises that prior to termination, Mr. was billed (and thus incurred charges) through the end of his billing cycle. July 13, 2019 through August 12, 2019.
· Frontier advises that regulated services(telephone) receive per diem credits from the disconnect date to the end of cycle billing. Non-regulated(internet) services are not eligible for per diem credits.
· Frontier confirms Mr.’s account properly received per diem credits for unused regulated services which reflected on the August 13, 2019 billing statement.
· Frontier further advises that Mr. had *** Network television services bundled to his Frontier account included on his July 13, 2019 statement. All *** Network charges are generated solely by *** Network. Upon disconnection of Frontier services via porting, *** Network billing was separated from future billing however charges incurred with the July 13, 2019 statement are valid.
· Frontier affirms Mr.’s balance due to Frontier is $139.43.
· Frontier reached Mr. on January 17, 2020 however was unable to achieve a viable conversation.
We trust that this information will assist you in closing this complaint.
Series of issues:
1) Cable was out 2 months, agent credited a larger amount. Audit department reduced the credit amount.
2) Cable was out two months, ordered cable box and card. Did not use and I am being charged for boxes and additional services associated with boxes yet I have never used.
3) I have asked for mailing labels to be sent to me on 3 different occasions to return boxes. This still has not arrived and you are charging me for cable card and box plus service associated with box.
4) You raise my pricing on plan and do not provide me a location to research plans. This is a scam to hide billing options.
Frontier CommunicationsThank you for referring
the complaint of Mr. *** to our office for review. We
appreciate Mr.
*** bringing this matter to our attention.The Complaint states
that:Mr.
*** advises his television service was out for two months, he was told
a certain amount of credit was to be applied to his account for the outage
by the customer service representative.The credit Mr. was told he was going to get was reduced by
the auditing team, without any communication to him.Mr.
*** was charged for a cable box and card that he wasn’t able to use
while his service was out for two months.Mr.
*** asked for mailing labels to be sent so he could return his unused
equipment and he has not received them.Mr.
***’s pricing has recently increased but he hasn’t been given a
location/site to research the plans, he feels this is a scam.Frontier has
investigated the above statements and offers the following response:Frontier
found that the amount of the credit was changed but now Mr. has
gotten the full promised original credit, for the service and equipment he
was without for two months.Mr.
*** has returned the equipment he was wanting to.Frontier
spoke to Mr. on January 28, 2020 and he is satisfied at this time.We trust that this
information will assist you in closing this complaint. We regret any inconvenience that Mr. may
have experienced as a result of the above matter.Frontier Specialist: Jacey Dorman Department: Customer
Specialist
is my mother. She is a customer of Frontier Communications. She is 96 years. She lives alone.
Her telephone number of Frontier Communications is . Her Birth Day is ***.
Account Number
***-5
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. indicates that her bill has increased and that she is no longer receiving the Lifeline Benefit.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and determined that Ms. has failed to successfully recertify her Lifeline benefit.
Frontier found that Ms.’s Lifeline benefit was transferred to another carrier.
California Lifeline participants may transfer their discounts from one phone company to another, but you may NOT have more than one phone line active with the California Lifeline discounts. If you choose to transfer your California Lifeline discounts from Frontier to another California Lifeline provider, then Frontier will charge retail rates for you to continue using your phone service.
If Ms. has questions, contact the California Lifeline Administrator at or (TTY), from 7 a.m. to 7 p.m., Monday to Friday.
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. For your reference, details of the offer I reviewed appear below.My mom (***) has only one phone number with Lifeline discount.
She changed the phone number because Frontier Communications closed the old phone account. At that time she applied for Lifeline discount again. And she mailed the application. And, the Frontier Communications had applied the lifeline discount rate to my mom's current phone number account. But, without notices and mails of recertification, they changed the rate since last July. From Frontier Communications we did not receive any renewal notices or mails about the recertification of Lifeline discount.
So, last week we requested the Lifeline application. We are waiting for the form.
Please adjust the overcharged bills since last July.
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. indicates that her bill has increased and that she is no longer receiving the Lifeline Benefit.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and determined that Ms. has failed to successfully recertify her Lifeline benefit.
Frontier found that Ms.’s Lifeline benefit was transferred to another carrier.
California Lifeline participants may transfer their discounts from one phone company to another, but you may NOT have more than one phone line active with the California Lifeline discounts. If you choose to transfer your California Lifeline discounts from Frontier to another California Lifeline provider, then Frontier will charge retail rates for you to continue using your phone service.
If Ms. has questions, contact the California Lifeline Administrator at or (TTY), from 7 a.m. to 7 p.m., Monday to Friday.
This is a credit from the State of California. This is not a Frontier credit.
Frontier advises that the federal government has designed the Lifeline recertification requirement and Frontier is required by law to follow all of these guidelines.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
We contacted Frontier to install wifi to our house on Nov 23rd and they came out Nov 26th and told us that we needed to drop a wire, which they did at some point.They didn't make an appointment to come out for installation till December 10th, 2 weeks later. They gave us a time frame from 1-5pm on December 10th, so I worked around my schedule to be home between those time frames. The morning of Frontier contacted us again stating they would be at the house between 1:30-2:30pm. That worked out great. Come 2:30pm we call customer service wondering if they are coming. The representative said they are still active and should be there before they leave for the day. They dont show up at all and we call later in the evening. They state that they dont know why they didnt show up but that they would have to reschedule. They rescheduled for 2 days later which we should have been made priority the next day but the representative stated "it doesnt work that way," and "its only two more days."
It is now two days later Dec 12th and my roommate (owner of the house) has his girlfriend there for the 1-5pm time period. My roommate calls Frontier that morning to make sure they are coming and they say yes they are. No one shows up again. Roommate gives them another call and Frontier states that they did come to the house and no one was home. Roommates girlfriend says that she was here all day in the living room watching tv with the dogs, which is where the front door is located. Dogs bark even when someone walks in front of the house and there was no barking. We have to reschedule again for the next day.
On the day of the next scheduled installation, Dec 13th, they do not show again and we ask why. They state that we were accidentally put on hold somehow and that we would have to reschedule again. We tell them that it should be the next day since we have been waiting since Nov 23rd to have internet and they state once again "that is not how it works." We then told them that they are close to losing our business and their response was "would you like us to send you to the cancellation process?" We then had to reschedule for a day the next week.
Finally they came out and installed our internet on December 17th, almost a month since we initially called. There was never any apologies or compensation for the lack of communication, lack of customer service, and not having internet in our house for so long. I never make reviews but this was by far the worst customer service I have seen.
I do want to point out that the two gentlemen that showed up to install the box were very kind and did an excellent job installing the internet.
Frontier CommunicationsThank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:• Mr. Hummer states that he is the roommate of Mr. and that their internet service took nearly one month to be installed.Frontier has investigated the above statements and offers the following response:• Frontier records reflect that Mr. placed an order for 1 Gig internet service through Red Venture with a due date of November 26, 2019. • Frontier records further show that on November 26, 2019, it was determined that Mr.’s home did not have the required line. Placement of a temporary line was determined to be unsafe at this location and a request was submitted for the line to be placed by Frontier’s contractor. Account notes support that the work order was completed on December 6, 2019 and the due date moved to December 12, 2019.• The Frontier Technician notes on December 12, 2019 read, “No answer at front door, dark colored SUV backed into driveway. Drop in place, left door tag. Notified local manager”. • Frontier completed the installation on December 17, 2019.• The process was necessary to provide service to Mr.’s address and Mr. was not billed for services until completion of the install.• Frontier apologizes to Mr. and Mr. for the delayed installation as well as for any failure to properly communicate the change and the process. We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. and Mr. may have experienced as a result of the above matter.Frontier Specialist: Donna M Department: Executive Customer Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am refusing this because for one it took me to complain through you guys to get them to send an apology. Second we went three weeks without internet and in todays world that is huge. I know xfinity would have at least given a month free for the troubles. We have someone in the house that is working hard to get into nursing school and she had to continuously drive to the library and to another town to a friends house to apply online. I think this is really bad business and I think the least they should do is refund us for the installation. Their response to this was literally just them saying exactly what I said and then a simply sorry at the end, as a business they are not interested in trying to help the situation.
Regards
Frontier CommunicationsThank you for referring the complaint of Mr. to our office
for review. We appreciate Mr.
*** bringing
this matter to our attention.The Complaint states that:Mr. states that he is the roommate of Mr. and that their internet service took nearly one month to be installed.Frontier has investigated the above statements and
offers the following response:Frontier records reflect that Mr. placed an order for 1 Gig internet service through Red Venture with a due date of November 26, 2019. Frontier records further show that on November 26, 2019, it was determined that Mr.’s home did not have the required line.Placement of a temporary line was determined to be unsafe at this location and a request was submitted for the line to be placed by Frontier’s contractor.Account notes support that the work order was completed on December 6, 2019 and the due date moved to December 12, 2019.The Frontier Technician notes on December 12, 2019 read, “No answer at front door, dark colored SUV backed into driveway. Drop in place, left door tag. Notified local manager”. Frontier completed the installation on December 17, 2019.The process was necessary to provide service to Mr.’s address and Mr. was not billed for services until completion of the install.Frontier apologizes to Mr. and Mr. for the delayed installation as well as for any failure to properly communicate the change and the process. We trust that this information will assist you in
closing this complaint. We regret any inconvenience
that Mr. and Mr. may
have experienced as a result of the above matter.Thank you for referring the additional concerns
of Mr. to our office for review.The additional concerns state:Mr. is seeking a credit for the delayed installation of service.Frontier has reviewed these additional concerns and
offers the following response:As previously stated, the process was necessary to provide service to Mr.’s address and Mr. was not billed for services until completion of the install.Frontier
has reviewed these additional remarks and the company’s position has not
changedSincerely,Donna J.
M***Frontier
Customer Relations
On January 7, 2020 I reported to Frontier Communications two concurrent problems with my phone system: first, the "hunt" feature whereby the system rolls from an occupied to an open line quit working; second the voicemail quit working - instead of our greeting and an opportunity to leave a message clients heard a recording informing them that the number was not available. Over the past week+ I've phoned at least 2 dozen times, I've used the callback feature on the Frontier website, I've driven to the local Frontier office. I've been repeated told I'd receive call backs - nothing. I've been phoned once by Frontier to schedule a technician coming to my office - never came.
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:Mr.
states on 1/7/20 he reported the hunt feature and voicemail on his business
phone was not working and after multiple reports the issue is still not
resolved.Mr.
*** states he wants his issue fixed and compensation for the time he has
spent trying to resolve the service issue. Mr.
states he wants a direct contact number for future issues to ensure a service
failure does not happen again.Frontier has investigated the above statements and offers the
following response: Frontier records show Mr. reported his lines were not rolling over and voice mail was not functioning on 1/7/20. The trouble ticket was completed on 1/17/20 after confirmation that the voicemail and hunt group were programmed and working correctly in the Frontier network. At request of the consumer a technician was dispatched on 1/17/20 and found issues with the way the consumers fax equipment was set up. In this instance, the technician reset the fax settings and assisted with voicemail. Frontier provided out of service credit to Mr. which will be applied to the 2/1/20 billing statement. If Mr. has service issues in the future, he should contact the Frontier business office listed on his billing statement and follow the prompts for repair, so a trouble ticket can be entered. 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.Sincerely,Frontier Executive
Customer Relations
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.
Resolution occurred after I contacted the area manager (Kay Q). This pursuant to my searching online and discovering her name, and then guessing (correctly) her email address. Even as the days dragged on, Frontier was unwilling to provide her contact information. It's true the hunt issue was, in part, related to the fax settings. The larger issue was that the hunt had been for years routed to a 3rd number I maintained but which had been cancelled last summer. The voicemail failure was Frontier's doing, and that it took 10 days to resolve speaks for itself. Ms. Q credited my account 1/2 month (roughly $80). Thank you. Hopefully this tax season I can earn more than the $10/hour this finally represented.
Regards
I was a Frontier Internet customer beginning in 2013 for my house at ***. I sold my Illinois house and called Frontier in early November 2019 that I would be closing on my house on December 2, 2019 and needed to cancel Internet service on that date. I was told the billing period ended on December 6 and would end then. I moved to North Charleston, SC, and two weeks later, I get a phone call from Frontier telling me that the new owners of my Illinois home were trying to sign up for Frontier service, but that my account was still open, and I could just transfer it to the new owners. I said I would not do that until I knew my account was cancelled. Supposedly, it was cancelled that day. One week later I get an e-mail from Frontier with a bill of $58.98 for December service payable on January 6, 2020. I called Frontier and was told I hadn't cancelled the service; the person I talked to supposedly cancelled the service, credited my account, and provided me with a cancellation confirmation number. A week later, I get another email with yet another bill. I call Frontier; they tell me I didn't cancel in time and the people who bought my house didn't sign up for service??????? Cancelled again and the account showed Frontier owed me $.81. This morning, January 15, 2020, I received an email from Frontier with my "Monthly Statement" telling me my current bill is $9.18 due on February 6, 2020. I called again and talked to Chris who told me the account was deactivated and that this was a disconnection fee, a fee which had never been discussed in all my numerous previous calls and conversations. I want this bill deleted from my account; I do not owe this. I have never dealt with a service organization so bad at customer service and where you can't cancel a service when you are no longer using it. I notified them a month in advance of my move. I always paid my bill on time. I was a good customer and they have no right to treat me as they have.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
· Ms. advises that she had a difficult experience canceling her Frontier account.
· Ms. states that she was billed a broadband processing fee.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms.’s account was disconnected with Frontier on December 13, 2019.
· 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 advises that Ms.’s final statement is $9.18 due to an $.81 credit that had been applied on the previous billing cycle.
· Frontier removed the $9.18 fee as a courtesy on January 15, 2020.
· Frontier advises that Ms.’s account is at a zero balance and will not incur additional charges.
· Frontier has made several attempts to contact Ms. regarding this issue and was unsuccessful in speaking with her. Frontier has mailed Ms. a letter with direct contact information if she needs any additional assistance.
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 find that this resolution is satisfactory to me.
Regards
We have had Frontier for five years. It is the only in-ground internet service open to us. We are paying for broadband lite DSL internet. The theoretical line speeds should be 6 mbps down and 1 mbps up. Initially I clocked the speeds at 0,7 mbps down and 0.02 mbps up. After numerous complaints to Frontier I filed a complaint with the FCC. It was resolved and our speeds changed to 3 mbps down and 0.3 mbps up. This was sufficient to stream video, barely. Lately Frontiers service has declined again. On holidays or weekends, the speeds vary greatly. I have compiled a table if needed of speed tests done using ***, a speed test app I utilize. Our costs have increased from the initial $30/mo to now over $60/mo. I wouldn't mind as much if the service was consistent and reliable. I have been told by people that live our by me that Frontier procured the internet service from ***. It is old and aging. Many where I live also experience much the same as we do with their internet service. I am not looking for screaming fast internet, only reliable, consistent speed internet. I also pay for a couple streaming services that I cannot use on many an occasion. Their customer service is also inconsistent. I have called several times in the past few months for internet issues and on more than one occasion I have been hung up on. I try very hard to be polite and cordial but with untold connection issues it does get very frustrating. I would switch to satellite internet but do not want to encounter early disconnect fees which can be substantial. Frontier is saddled with an aging infrastructure where we live and does little to keep it going other than bare minimum. Unfortunately we, like many rural areas are saddled with a company that acquired an aging internet infrastructure and is milking as much profit as they can from it. It is plainly obvious from the increased fees and declining service.
Thank you for referring the
complaint of James
*** to our office for review. We appreciate Mr. bringing this matter to our attention.The Complaint states that:Mr.
states that he has been experiencing intermittent speed and connectivity
issues with his Internet services from Frontier.Mr.
states that his Internet rates have increased from $30.00 per month to
$60.00 per month.Frontier has investigated the above
statements and offers the following response:Internet speeds are based on
multiple variables including limitations of the computer, wiring inside the
home, time of day, distance from Frontier’s equipment, among other things. Frontier’s internet speeds
are offered in tiers. The high-end of the speed range in a service tier
represents the potential wired maximum speed capability in that service tier.
As stated in Frontier’s terms and conditions, “actual Internet speeds may vary
and are not guaranteed”.The tier to which Mr.
*** subscribes is Simply Broadband max, with a maximum speed of 6Mbps. Mr.
*** service is provisioned for 3Mbps.Frontier advises that a new
modem was delivered to Mr. on January 24, 2020. Frontier advises that a
repair was completed on February 17, 2020 to an open in the cable. Prior to
that, the last repair ticket issued on Mr. account was in February
2019.Frontier records show that
Mr. was receiving a promotional discount on his Internet services from
December 28, 2014 to December 28, 2016, giving him a rate of $29.99 before
applicable taxes and surcharges. When the promotional discount ended in
December 2016, Mr. continued to be auto-enrolled into the next
available discount. The auto-renewal has ended and Mr. is now being
charged the regular rate of $59.99 before applicable taxes and surcharges for
the service that he is subscribed to.Frontier advises that additional
attempts were made to contact Mr. to discuss this issue further but
was unsuccessful speaking to him further.Frontier has mailed Mr.
a letter with direct contact information if he needs any further assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may have experienced as a result of the
above matter.
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. It was only due to this complaint, that I now receive the fastest speed I have experienced since initially subscribing to Frontier Communications back in 2014. I am still cautious as to whether or not this stays consistent. Only time will tell. I will say that Frontier has been much more responsive since this has taken place.
Regards
incompetent office and support staff.
Dec 7, 2019 first request for internet service to be installed.
5 technicians and 1 month later service was provided.
The last technician discovered the problem was in setting up the order to the wrong hub and address.
we were told after 2 weeks the $75 installation fee would be waved but we had to wait for the bill.
now we are told the installation fee cannot be waved.
I was without Internet service for 7 days after having repeated text from frontier that they knew of the problem yet the day that they were supposed to,come check it out it miraculously started working without any word from the company or anyone contacting me after waiting all day on the so called technician to arrive. This must be the worst company ever.
Consumer failed to answer when asked to clarify why he wanted to continue service, when, in his prior complaint, he had decided to discontinue.
Frontier advises that Mr. requested to cancel the repair ticket and has a disconnect order pending on his account
Thank you
for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.The
Complaint states that:Mr. advises he experienced out of
service issues and would like issue resolved. Frontier
has investigated the above statements and offers the following response:Frontier advises we have issued out service credit.Frontier spoke to Mr. on January 28, 2020 and confirmed all service are working. 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 has provided direct contact information if Mr. has additional concerns. 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.