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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Called Frontier Communications (3 times) about internet service and they told me they would send someone out to assess. To my knowledge no one contacted me. At least households within 2 miles have Frontier Internet service, however I have not been provided the same service. Can you assist in addressing this issue. thanks
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she has been trying to get Frontier to install internet service and was told that a technician would be coming out to confirm that her address qualifies for internet. She states that no one from Frontier has contacted her yet to set up a technician visit. Ms. advises that she needs Frontier to install internet service in her home. Frontier has investigated the above statements and offers the following response:
Frontier advises that an engineering study was done, and it was determined that Ms.’s location should qualify for internet service. Even though initial testing indicated that her line qualified for a particular service, internet service is still subject to technical line qualification. A technician will need to come out and confirm that the internet service can be provided to the customer. Frontier spoke with Ms. on January 10, 2020 and provided her with a price quote for new internet service as a bundle with her existing home phone service. She agreed to have an appointment set up for the installation of internet service in her home on January 20, 2020. Frontier will follow up with Ms. after the installation has been completed to ensure her satisfaction, and she has direct contact information for Frontier.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I signed up for internet service around 9/01/19 from Frontier. It stated on their website that you would be eligible for a $50 *** gift card for signing up. I called & ordered internet service & I was told by the representative that I was eligible for a $50 *** gift card after I made 3 monthly payments. I never received the letter to claim the *** gift card online,but my boyfriend did. He signed up for service about 2 weeks before I did. I have called customer service several times & they told me I’m not eligible which is not what I was told when I signed up.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that she has not received the $50.00 *** Reward Card that was offered in the advertising when she signed up for Frontier service.
Ms. advises that she has been unable to get satisfaction.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier determined the promotional offer was omitted on the install order issued on September 1, 2019.
Frontier advises the promotion has since expired on November 12, 2019.
Frontier applied a credit adjustment to Ms.’s account. Please allow 1 to 2 bill cycles for the credit.
Frontier advises Ms. accepted the resolution in lieu of the reward card.
Frontier spoke to Ms. on January 10, 2020 and advised of the above information and provided 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.
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
I am currently on a month-to-month payment schedule with Frontier for my home Internet and phone service. When on a month-to-month service, Frontier slightly raises the rate monthly. I have been a customer with them since 2004. In November, 2019, I called Frontier to see if I could get a better rate by signing up for a 1 to 3 year agreement as I have successfully in the past. They indicated I could, the rate would drop from $62.50 per month to $50 per month, and gave me a order reference number. In December, my monthly rate was still the higher amount, so I called and they indicated I needed to complete a third party verification before the rate could be adjusted. I did so. In January, my monthly bill was still at the higher rate, so I called back again, and the first person said they indeed saw the order to decrease my monthly rate, but would have to put me through to another person, who in turn forwarded me to another representative from the customer retention department. This person indicated it was a "system error" and my rate could not be adjusted, and would in fact continue to increase on a monthly basis.
Thank you for referring the complaint of : *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
*** is disputing his bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the correct price for the package that Mr. subscribes to is $52.98 per month with an $5.00 discount through March 20, 2020 plus taxes and surcharges.
Frontier advises an adjustment has been applied to the account for Mr.’s inconvenience.
Frontier advises our records indicate Mr. was advised of the above mentioned on January 16, 2020 and has direct contact information for Frontier.
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.
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. When I was contacted by a senior representative form Frontier, he acknowledged that the customer service representative indicated my current base rate was 62.50, and could be reduced to 50.00 and that they were wrong.
Regards
I have been a customer of Frontier Communications since 2017. They stated to have their internet service I must have a land line. which I was charged $34.99 a month before taxes. This phone line was only used to provide internet service. I had no phone but paid for it. Each month I paid my bill in advance of due date and in full. My billing cycle runs from the 26th of current month to 25th of next month. Today, when I called to cancel my service (it's the 9th of the month), I asked when should I expect my pro-rated refund? I was told since I had no balance due, in the state of Texas no refund would be issued.
Well, this is the second reason why I will not use this company EVER again. They have antiquated service that requires a land line and they do not give refunds for services paid for but not received.
I guess this type of bad service is why a company in business for 85 years is not Revdex.com accredited.
Wish I had read the reviewed back in 2017, I would have used any other company other than this one for internet service.
Cable went out, Frontier sent wrong router, sent it back, called back, sent another router. Without cable for 3+ weeks-were going to issue credit but instead charged us $200 for non returned equipment, which was returned. Called them again, they entered the wrong serial number, denied the credit and are still showing a balance of $200 which is incorrect. I have called over 12 times and still not resolved.
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. states she had service issues that required a new DVR box. Ms. states she received the new DVR box and sent back the one that was not working. Ms. states that instead of issuing out of service credits that she was charged $200.00 for not returning the piece of equipment that was not functioning. Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. was sent a new DVR to resolve service issues. Frontier records reflect that Frontier did receive the piece of equipment Ms. returned. Frontier records reflect that Ms. was charged for a DVR box and credited for a DVR box on the same statement, resulting in no additional charges. Frontier has issued credit for four weeks of DVR charges on the September bill in the amount of $22.00 which reflects on the October statement for the time spent out of service. No further credit is due to this account. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
What they are not understanding is that I returned TWO items on 2 different occasions. The initial equipment that went bad and the 2nd item returned was when they sent the WRONG equipment. So yes, they did credit me for 1 but they need to credit me for 2. I spoke with Armando in technical support and he was able to confirm that both items are in inventory in the warehouse-On Oct. 2, tracking # *** & on Oct. 13, tracking # ***. He told me to file a dispute with customer service. I spoke to Mike in customer service yesterday, Id# *** and he said yes he can see what happened and that they were going to send an email to tech support to verify and it would take 3-5 days. Both departments said part of the problem is that the wrong serial # was marked as returned and they made an error in not receiving the 2nd item.
It is almost like they don't understand that we are talking about 2 returns-1 credit has been issued, but 1 has not, hence the $200 past due on my account.
Regards
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: • Ms. states she had service issues that required a new DVR to repair issues. • Ms. states she received the new DVR and sent back the one that was not working. • Ms. states that instead of issuing out of service credits that she was charged $200.00 for not returning the piece of equipment that was not functioning Frontier has investigated the above statements and offers the following response: • Frontier records indicate that she was charged for one box and credited for that charge on the December statement. This indicates there were no charges applied for unreturned equipment as the amount that was charged in error, was credited for at the same time. +1-1=0 • Frontier records do not reflect equipment charges on any other statements for this account. • Frontier records reflect that the balance on this account stems from not paying the 12/01/19 bill or the full 1/01/20 bill. • Frontier’s position has not changed as Ms. was not actually charged for any unreturned equipment. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced as a result of the above matter.
Frontier offered me services and said I was able to receive services. We schedule instillation and they were not able to install. They said call and let them know. I did, they billed me and I called several times, they advised me the amount would be cleared and it never was. Now I am in collections due to this.
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 has been billed by Frontier for services she never received.
Ms. also states that she has been sent to collections due to this.
Frontier has investigated the above statements and offers the following response:
A Frontier Representative found that Ms.’s account was not installed and should not have gone into the billing system.
Frontier has cleared all charges and will have all negative statement removed from the outside collection agencies.
Frontier has left a voice mail message for Ms. advising of the above and provided direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
I have been attempting to receive internet and a land line from frontier since 12/12/19. Since then I have been given a run around every time I have contacted them. On 12/19/19 a service tech arrived at my location and informed me that a service ticket would be placed for a line to be dropped in order to connect my service. Since then, they have not contacted me I have been forced to contact them to receive any information and the information that I do receive is never consistent. The contractor that they contacted is not available by phone number and will not respond to any calls, gave *** the wrong address to mark for line placement, and has not placed another ticket for correct line placement. Frontier will not provide any information of any other contractors and are not able to reach the contractor themselves. My internet is supposed to be installed on Friday January 10th from 1-5pm. I was informed today on the phone that it would no longer be installed due to being unable to reach the contractor. My mother then called and she was given a different story and was told that the contractor would be at my location to drop the line on Friday from 1-5 yet the contractor had not been contacted. *** is required to mark the location of the line to drop before the contractor can dig. I spoke with the service tech from *** today and he informed me that he had not yet received an updated ticket allowing him to mark for the contractor to dig. This has been an ongoing process since December 12th, it is becoming very aggravating and frontier cannot seem to solve the issue. I have requested to speak to a supervisor and was informed that they did not have a supervisor for me to speak to and that I would be required to wait 24 to 48 hours to speak with a supervisor because they must enter a request for it. The reason I even requested to speak to a supervisor was because I have spent countless hours of my time trying to get this resolved and everyone continues to give me the run around.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states that she has experienced a delay in getting her services installed with Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that construction was needed to provide new services to Ms.’s location. Frontier records show that the services were installed at 754 Burgess Hollow Rd on January 13, 2020.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further 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.
Frontier was charging me for a period of 19 days under 2 accounts. I have called every month for the past 7 to get the issue resolved. I have documented dates, times, employee names and company ID #’s. I should have my account credited $70.29 plus taxes for this overcharge. Their customer service reps are the ones who gave me the duration and total amount owed. Every one of the different reps I spoke with were in agreement that there was duplicate billing and agreed on the timeframe and amount. They are not permitted to give credits out and opened case #’s in my behalf. These case #’s are being ignored by whatever division handles the credits due to the fact my bill has been wrong for 7 months. Secondly the promotion they offered stated I would receive a $100 prepaid *** gift card for signing up which they have neglected to send out as well.
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:
Frontier’s investigation found that Mr. requested to port his phone number of 860-779-0992 to Frontier but a new phone number of 860-750-7472 was connected instead. This caused duplicate billing for the dates of August 28, 2019 through September 16, 2019.
Frontier records indicate that Mr.’s phone number of 860-779-0992 was successfully ported to Frontier on August 28, 2019.
A Frontier representative issued a credit to Mr.’s account in the amount of $86.62 for service from August 28, 2019 through September 16, 2019.
Frontier advises that Mr. was offered the $100.00 *** Gift Card promotion, but it was never added to his account.
A Frontier representative issued a onetime courtesy credit on January 14, 2020 to Mr.’s account in the amount of $100.00 for the *** Gift Card Promotion.
A Frontier representative spoke Mr. on January 16, 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
Frontier Communications Continues to charge me for things and services I do not have. They bill me for unreturned equipment that I have proven over and over again with tracking numbers that I have returned< they have admitted numerous times they have received the equipment yet say they have taken it off my bill and they have not and now have disconnected my service because of it.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises that Frontier billed her for equipment she has already returned.
Ms. advises that Frontier has not credited her account for the equipment charges billed.
Frontier has investigated the above statements and offers the following response:
Frontier advises that full credits have been applied and posted to Ms.’s account to cover all equipment charges. Frontier advises on the September 21, 2019 bill statement a credit was applied in the amount of $107.00 and on the November 21, 2019 bill statement a credit was applied in the amount of $428.00.
Frontier attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and provided direct contact information via email and phone messages.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter
I called and cancelled my cable with Frontier on 8/24 to cancel 9/12 and upon receipt of the next month's bill I was still charged for Sept. Upon calling they explained they don't do prorated billing, so I would have to pay for the entire month of service regardless of when cancelling, which I wasn't told this upon cancelling, but hey, I get this so I paid the $395. Next month's bill comes in and it shows cable hasn't been cancelled. I have contacted Frontier numerous times to correct my account dates and agents name noted (9/18 - Dan, 9/26 - didn't capture name, 10/9 - Mikhaela, 10/11 - Susan, 10/21 - Isacc, 10/21 - Zach, 10/24 - Steven, 10/24 - Samantha, 11/1 - Honesty, 11/29 - Rebecca) with NO RESOLUTION!! I have spent literally hours upon hours upon hours. Find out the cancellation request was originally put in as a Business Order on that was on 10/24 with Steven. He cancelled the request, but didn't put in a Residential Order. I'm being charged late payments. I was asked to prove I have another provider, which I sent that documentation from *** to Frontier. I still am using internet, which is Dan told me on 9/18 it would be $70 a month. This is such an easy fix, but every single agent can't help get the account corrected. I've been a great customer over the last few years and this is completely uncalled for.
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 discrepancy with Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises we have issued the appropriate adjustments.
· Frontier has scheduled a follow up to ensure next bill accuracy.
· Frontier has provided direct contact information if Ms. has additional concerns.
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.
Our business has been a customer with frontier for YEARS!!! Our renewal was in Aug 2019 and month bill was 388.79. Of cause we thought lets just stay and see if we can get a better price.. On July 2019 we were told if we sign a NEW contact 2 years!!! our monthly bill will be $279.94 with tax's. After contact was signed our first bill came in and WOW!!! $811.77.. Called frontier and was told there was a mistake bill was correct and was $152.35... Nov's bill came and was $277.45.. So it was with in the contact price.. Dec's bill back up to $388.93 Which was our fee before contact was verbal signed.. Call to see why the jump in price... Was told they would have never agreed to that and would have to $1600 to get out of our contact. Frontier was very unprofessional and unorganized we spoke to Monica #***.. We will definitely be breaking our contact in doing so we will be saving $120 a month.
On oct 12 2019 I moved from my home I was living in at that time.I discontinued my tv service with frontier.at my new home I acquired *** for my tv internet service beginning oct 13 2019. I no longer had frontier tv service as I had no equipment of frontier installed in my house.but yet frontier is still billing me monthly on 2 accounts .one account frontier says I owe them,$764.88 other account ,$49.50
The Complaint states that:
Mr. advises that he is disputing his balance with Frontier.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that despite our best efforts we were unable to reach Mr. to discuss his complaint. Direct contact information has been provided via phone and email.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID they should look up who they had service to after oct 12
***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not have any service from oct12 on at either address.nor any their equipment.I had gotten *** oct 13
Regards
The Complaint states that:Mr.
advises that he is disputing his balance with Frontier. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that after a thorough audit of Mr.’s accounts and contacts. We have credited Mr.’s new account in full. Based on contact reviews, we have also issue credit to prorate Mr.’s original account prior to his move. Credit has been issued for the dates of October 21, 2019 – November 5, 2019, the end of his bill cycle. Frontier advises that the rate of service and discounts Mr. received from his installation date of August 5, 2019 through cancellation, was based on a contract term. The early termination fee associated with cancellation of his service is valid. Frontier advises that we have spoken to Mr. several times regarding his complaint. Direct contact information has been provided.
I had an account with Frontier Communications since 2001 and moved from the resident in 2010.
I left the account open for my girls who still reside at the address in Elk Grove, Ca. Back in October 2019 my daughter call me and asked if I could cancel the account because they were moving to another provider and told me they could not close the account because it was in my name. So I made the call to Frontier and canceled it. The person I was talking to said they would send a return box to put the Modem in. A month later my daughter called me and said they got another bill, she said they never received a box for return. I then called Frontier up again and spoke to another person. He told me that the first person never put down a box to be sent for a return to be made but that he would help me and get it taken care of.
I just received a call followed by a letter both today the 7th telling me it went to collections. I once again called my daughter and she told me that they never send a box, She also told me that she tried to take it in to the hub and they told her they do not handle that type on transaction.
She sent me the money today to pay for it, but I decided to write to you for your help first. I don't like anyone going after my credit when we have done are part.
Please advise and help. thank you
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing the unreturned equipment charge. Frontier has investigated the above statements and offers the following response:
Frontier advises a prepaid return kit was sent thru UPS as of January 9, 2020. Once the equipment is received the unreturned equipment charge will be credited back to the account within one to two cycles. If payment was made then a refund would be due to the customer as per the refund process of one to three cycles.
Frontier provided direct contact to Mr. on January 13, 2020.
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.
Have had internet issues daily for several years. Have had service technician onsite multiple time only to have issues return later. Company never fully resolved issues. Internet access is terrible. Customer support is horrible.
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:Internet speeds are based on
multiple variables including limitations of the computer, wiring inside the
home, time of day,k distance from Frontier’s equipment, among other things. A Frontier Representative
spoke to Mr. on January 23, 2020 and offered to send a technician to Mr.
***’s residence but Mr. refused. Frontier is continually working to improve its
network and its customer experience, there are no specific plans for upgrades
in Mr.’s area at this time.If Mr. 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 Mr.
has experienced as a result of the above matter.
They say that a Wifi router must be rented from Frontier in order to have the service, and is charged a $10 fee every month. But they have failed to send a router to me but I am still being charged for it. They keep having to issue a refund because I am insistent on not paying for a device that I do not have. I have waited until my service is disconnected because I do not feel that I should have to argue with them every month.
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing fee for router not received. Frontier has investigated the above statements and offers the following response:
The Frontier 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.
Frontier has shipped a router to Mr. and credit issued to the account.
Frontier spoke with Mr. on January 8, 2020 and reviewed the above along with direct contact information for any shipping issues.
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 have been having trouble with my phone service. I have called numerous times. The last three times---1) the first guy says trouble from tornado going thru southern clark county. 2) Second guy says must be the nubs. Had a guy come out to mark electric and phone lines he tells me I dont have a ground in my telephone pedestal call again 3) Third guy says cant be fixed-there are about 36 people in this area that have this problem. He proceeds to tell me I do have a ground in pedestal. I said what do you mean it cant be fixed--he says sorry-nothing I can do. If I am not getting quality service I should get a reduced bill. My phone has a continuous static crunchy buzzy hum. I can hardly hear the other person. And they can hear me half the time. How can they bill us 36 people full charge for half service ---they cant fix it----and they know all about it???? My two neighbors have the same problem *** and ***. And 34 other people too.
Thank you for referring the complaint of Mr. *** to our office for review. We appreciate Mr. for bringing this matter to our attention.
According to the complaint:
Mr. advises that he has repeat intermittent noise and static on his phone line.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier advises a trouble ticket was issued on October 3, 2019. Frontier advises a technician was dispatched on October 14, 2019 and repaired a short on the line.
Frontier advises that a ticket was issued December 20, 2019 and dispatched a technician on December 23, 2019 and found the line tested clear.
Frontier applied a credit adjustment to Mr.’s account for the time out of service. Please allow 1 to 2 bill cycles for the credit.
Frontier attempted to speak to Mr. but was unsuccessful. Frontier advised of the above information and provided direct contact information via email and phone messages.
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.
I cancelled my account before the installation. They claimed it was installed anyway, which is physically impossible since none of their employees ever stepped foot in our house. I argued with them until they finally confirmed on their end that there was no service running to our house. I told them they needed to cancel the account. They claimed they did and even gave me a confirmation number. However, in the past 24 hours, I've already gotten three different emails claiming I owe hundreds of dollars to them for service I never received. Even if I had gotten the service, I wouldn't owe this much money to them. My account is also not showing that it was cancelled, so the charges make no sense and they are lying about closing the account. It is incredibly wrong to charge me this money in the first place, but I'm afraid that if I don't pay it, that they will send my bill to collections. This is life ruining debt that they are unnecessarily creating for me for a service I never even had installed. They need to finally close my account and stop claiming I owe them money. This is a cycle that I can already see going on forever as they continue to lie and drag my family's home and my credit down for no reason. I found black mold in my new house that terrifies me less than Frontier communications does.
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. is disputing a bill for service from Frontier Frontier has investigated the above statements and offers the following response:
Frontier advises that due to an order entry error, an installation order was completed but services were not installed.
Frontier advises that the error has been corrected and a full adjustment will be issued to bring the account to a zero balance once the closing statement generates.
Frontier has set up a follow up with Ms. to ensure accuracy on the closing statement.
Frontier spoke to Ms. on January 10, 2020.
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 went to sign-up for services, had an issue with the website and got on chat with a Frontier Agent. The Agent was far from helpful on the matter but besides that.. I remembered there was an offer when trying to sign-up myself so I informed the agent that I would still like the promotion. They continued to tell me the promotion expired, it wasn't available, "maybe I should use a better device to complete the purchase, that they "would love a Visa gift card but unfortunately it is not available anymore." "good things come to an end. etc. Just totally ignoring me when I told them I saw the promotion right before starting the chat. Eventually I ended up telling them to just delete my information so I could try again myself.. They proceeded to ask me to try to get the promotion, and to let them know when it DOESNT work because they are "70%" sure it is not available. I proceeded to complete my sign-up, secure the promotion, let the agent know and they didnt apologize or anything. BAD BUSINESS.
Thank you for referring the complaint of Ms. *** to our office for review. We appreciate Ms. for bringing this matter to our attention.
According to the complaint:
Ms. advises she encountered an error in the online order process and received no assistance from an online chat agent.
Frontier has investigated the above statements and offers the following response:
Frontier advises that this incident will be investigated internally.
Frontier apologizes to Ms. for her customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service. Frontier spoke to Ms. on January 8, 2020 and provided direct contact information via email.
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.
Well in August of 2019 I tried to get internet service with Frontier communications. They took my $38 deposit and sent me the equipment without informing me that I need a working phone jack. Then twice I set up for a technician to come out and install a jack. Both times they did an no call no show. I was finally able to cancel the account since I can't use the service was never able to use the service and demanded my deposit back. Now ever since I even ordered it they tried to bill me 42 dollars for a service I never used. They refuse to come get the equipment. They are still trying to bill me $2.80 after applying a deposit that I demanded back to the account without my permission. I am disabled and they are taking advantage of a disabled man. They argued with my wife about this. They are money hungry and even the supervisors don't care about the customer.
Thank you for referring the complaint of *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises that when he tried to get internet service set up with Frontier, he had not been informed that he would need a working phone jack. A technician visit was scheduled, but no one came out to install the jack. Mr. advises that since he was never able to use the internet service, he would like to have all charges cleared and his deposit refunded. Frontier has investigated the above statements and offers the following response:
Frontier advises that the service order was written up as a self-installation, but it should have been placed as a full installation, since a jack needed to be installed in order for the customer to have working internet service. Frontier advises that since Mr. was not able to use the internet service, the account has been credited in full. He will be sent a refund of $38.35, which is the amount of the deposit that he paid plus interest. This credit balance will be reflected on the February 1, 2020 statement. Frontier spoke with Mr. on January 15, 2020 and discussed the above information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Mr. may have experienced as a result of the above matter.
We have been having internet speed issues since the end of November. We should recieve 12mbps, but our speed often drops to 3-4mbps. In addition, our service, when running speed tests, shows unacceptable ping time and unacceptable jitter, causing us to be unable to watch TV and have slow computer speed. We have not been able to watch TV since November. We have put in 6 service requests. A serviceman has shown up for only 2 visits and has marked 3 visits as completed and one as cancelled. We cannot get satisfactory repair to our internet.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate Mr.
bringing this matter to our attention.The Complaint states that:Mr.
*** advises that he has been experiencing intermittent speed and
connectivity issues with his Internet service from Frontier since the end
of November 2019.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 of the
home, time of day, distance from Frontier’s equipment, among other things.Frontier continues to work
toward a solution that will improve Mr.’s Internet service. It is our expectation that Frontier will
upgrade its network in Mr.’s area. Given that many factors could impact the timing of an upgrade; we cannot
guarantee any specific date for project completion.Frontier spoke with Mr.
***, on February 18, 2020 and advised of the above. Mr. has direct contact information.
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