Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I called a number that was advertised.
I was promised a specific price and a gift card after.
I have had this service since May and haven't received my gift card Everytime I called I'm told something different. Also we are disputing some charges.
Frontier CommunicationsThank 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 called Frontier on the number that was advertised
and was promised a specific price and a gift card. Ms. advises that she has had service
since May 2019 and has not received her gift card and every time she calls
Frontier she is told something different.Ms. advises that she is also disputing some charges on
her bill.Frontier has investigated the above
statements and offers the following response:Frontier investigated and
advises that the code for the gift card was never added to Ms.’s
order and that is why she never received the gift card. Frontier has placed a credit in the amount of
the gift card on Ms.’s account and she is satisfied.Frontier advises the correct
price for the package that Ms. subscribes to is $116.99 per month
plus taxes and surcharges.Frontier advises that credit
has been applied to Ms.’s account for the charges that she disputed and
the credits are on her January 29, 2019 bill statement.Frontier spoke with Ms.
*** and she is satisfied with the resolution. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Ms. may have experienced as a result of
the above matter.
I originally contacted Frontier back on May 14th 2019 to have service changed to the new address I was moving to. Besides the countless issues incurred with them to just get the internet setup and installed I found out later that the original account services person set up an entirely new account under the new address. Therefore resulting in two different accounts. After finally moving into the new location and having internet service I canceled the internet on July 2nd at my old residence and continued on with the current internet service at the new place. At that point I was told that the original service representative set my account up wrong and that it would be corrected. I was told that they should of never opened another account, but just noted that the same account would be having a new address. I thought everything was corrected, but after a few months I called them back and asked to see if I could upgrade my internet to a higher speed. The representative I talked to on October 6th said that I would not be able to upgrade for the advertised rate and that my current rate was 60mb even though I was told that it was supposed to be 200mb. I also talked to their supervisor was told that they couldn't do anything to fix the issue even thought they could see that someone screwed it up in their system. They told me I would have to call back during the week and talk with someone about it. I asked for a refund since I did not receive the service that was promised and the representative continued to argue over the phone that they wouldn't refund the amount because I was paying the same price that it should of cost me for 60mb. I called and talked to someone on October 7th and they refused to help and I was told that unless I wanted to pay for the upgrade they couldn't do anything and even though they could see that there was an issue they wouldn't be able to help with a refund. After finding a new provider I closed the account on November 5th. After a month went by I got a notification on my credit card on December 7tg that it was being charged by frontier for services. I called on December 7th and talked to another representative asking why they are charging me since my account is closed. She explained that it was still open and after talking with her found that Frontier had been auto charging my card since July after I canceled the account because I moved and that it was never canceled or combined to one account like I was told. I asked for retro pay for what had happened. She said that she would put a request in and that someone would get back to me. I now am being threatened to be sent to collections even though I have canceled these accounts. I have no idea what their problem is and would like a resolution to this.
Thank you for referring the complaint of Chris *** to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. states he called May 14th, 2019 to have his existing account ending in *** moved to his new home. That Frontier failed to move the service, creating a new account in error. Mr. states he called July 2nd, 2019 to have his original account ending in *** canceled as new service was installed in new home. Mr. advises he called again on October 6th and 7th, 2019 to request speed upgrade for the new customer promotion advertised price and that was denied. Mr. states he had another provider installed and on November 5th, 2019, he had his account ending in *** cancelled. Mr. states he made final call on December 7th, 2019 and was advised his account ending in *** had not been cancelled and continue to bill. Mr. requests 6 months of credit for services not received. Frontier has investigated the above statements and offers the following response:
Frontier has reviewed the call Mr. placed to Frontier on May 14th. Per the call review, Frontier confirms Mr. advised the Frontier Representative that he was moving into a new home. He stated he had an existing Frontier 30/30m internet account ending in *** that needed to remain active so that he could later transition it to his renter. The Frontier Representative explained service cannot work at both homes at the same time and a new account would need to be set up at the new home. He can then supercede his account ending in *** when he gets a renter. Mr. agreed to open a new account ending in *** for 200/200M. Frontier has reviewed the call Mr. placed to Frontier on July 2nd. Per review, Frontier confirms Mr. did request to disconnect his account ending in ***. The Frontier Sales Representative contacted the Frontier Retention Representative to have the order placed for cancellation on July 7th. The Order was not issued correctly as no confirmation was produced and service continued. Frontier reviewed the calls Mr. placed to Frontier on October 6th and 7th. Per these reviews Mr. provided his account ending in *** and PIN to the Frontier Representatives on both days. He requested the New Customer Pricing for the 500/500m because he had 12 people in his home and needed the faster speed. Mr. disputed the speed he was being billed for, stating he was offered 200/200M, but billed for 30/30M. The Frontier Representatives explained he certainly could upgrade but as a long time existing customer, he would not qualify for the New Customer Promotion, he declined this. Frontier has reviewed the call Mr. placed to Frontier on November 5th. On this day Mr. provided the account ending in *** and PIN for his new account. Mr. requested to disconnect this account stating the he had a new provider and he was not provided the speed offered. The Frontier Representative reviewed and confirmed account information, ie address and the provisioned 200/200M speed were correct. The order was placed and completed. Frontier has reviewed the call Mr. placed to Frontier on December 7th. Per this review, Mr. could not provide the Frontier account number causing the Frontier Representative to use an alternate search and secure method. The Frontier Representative was able to determine that due to the failed disconnect order on the account ending in ***, the service continued to bill in error. A confirmed disconnect order was placed that was effective dated to last bill of October 12th. Due to the failed order, Mr. was owed an adjustment from July 7th through October 12th in the amount of $172.77 leaving a credit balance of $46.82 to be refunded within 30-90 days. Frontier followed Mr. request to create a new account (8610) rather than move his existing account (***). Frontier has determined the charges on the new account ending in *** to be valid for the 200/200M internet services he was provided at his new home.
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.
We have had issues with Frontier communications for years, along with most of the people who live in our area. Multiple complaints have been launched, with nothing addressed to solved the problem. Minnesota actually has a law suit against this company for their fraudulent practices. We were enrolled in their 3 meg service for internet, the service was so bad that we often timed out a speed test. On a good day we got 0.1meg, they would tell us, we could purchase a bigger package, but were cocky in that, we could pay more money, but would not actually change anything. Because we are rural, this area has been held hostage to these people until now, with limited options. Another competitor came into the area, and we are happy to say we have very good service thru them. However, Frontier was very difficult to cancel with. We went to their office on 4 separate occasions to return our router, during normal business hours, returned when their sign said they would be there, with no one ever being there. We finally got in touch with someone via phone, and they did not want their router back. They sent us a final bill and sent it to collections at exactly the same time. for a measly $50, this bill has been paid, and they sent it to collections. Now we have been on hold for 2 HOURS with the collections company and still no response, this is ridiculous, I am assuming staffed with the same people as the New Richmond, WI office, that are never there. This bill has been paid, this is harassment. I personally feel they should have to pay the bill plus some for the inconvenience of needing to drive there 4 times, wait over 2 hours for no response and the fact that they charged for a service they never provided, nor had intent to provide. It is frustrating, that this company has been aloud to commit the amount of fraud they have to this area, with nothing being done. WE want the collections issue taken from our account, and would like to see some kind of restitution for what they have put people thru.
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 been experiencing intermittent speed and connectivity issues with his Internet service from Frontier.
Mr. advises that he has terminated his account and feels he should not have to pay for poor service.
Mr. advises he wants his credit report corrected and compensation for the aggravation and time spent trying to resolve.
Frontier has investigated the above statements and offers the following response:
Upon investigation, Frontier advises that no trouble tickets were found reporting Internet issues to support any credit to Mr.’s account.
Frontier advises that Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, and distance from Frontier’s equipment, among other things. Frontier has investigated Mr.’s account and determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr.’s area at this time.
Frontier advises that Mr. has terminated his account on October 31, 2019.
Frontier advises that the October 25, 2019 bill statement in the amount of $80.78 was not paid for phone and Internet services billed through November 24, 2019. Frontier advises the November 25, 2019 bill statement charged for the Broadband Processing Fee of $9.99 and included prorated credits totaling $-39.34 leaving a final balance due of $51.43. The balance was systematically referred to a collection agency on December 29, 2019. Frontier advises that a payment for $51.43 was posted on January 2, 2020 and will be updated to collection reports per policy.
Frontier does not reimburse or compensate for personal expenses or claims. Frontier spoke to Ms. on January 10, 2020 and advised of 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.
I called to have my service disconnected and transferred from my old address I’m Marion IL to my present address in Harrisburg IL on the 20th of December. I was told a tech would be at the new location on Monday the the 23d. He was here and told my wife it was something with the wiring and he would call me to let me know. Of course the 24th and 25th were holidays and I understood that. I called again on the 27th, and was told there was no location on their grid for my house? And that an engineer had to go out and survey, then a work order could be issued, 3-5 days. Holidays again, understood. I called again 3 Jan and was given a Install date of 6 Jan. No show! Or the 7th! Called and was told it would not be for another 20 days
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. advises he requested to move his Internet service from one location to another and was given an appointment on December 23, 2019.
· Mr. advises that as of January 7, 2020 his service was still not moved and was advised it would be 20 more days.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. placed an order to move his Internet service on December 23, 2019. Due to an error in processing the order the order needed to be cancelled and re-written causing a delay to Mr. service being moved.
· Frontier spoke with Mr. on January 9, 2020 and he confirmed the service has been moved effective January 8, 2020.
· Frontier has issued time out of service credit in the amount of $39.20 and the credit will appear on the January 2020 bill statement.
· Frontier has provided Mr. with direct contact information should he have further questions or concerns.
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: Sarah H Department: Consumer Relations
On 12/26/2019, I called to terminate internet service. The representative who assisted me stated the service would terminate on 12/31/2019 to avoid additional charges; the service terminated on 12/31/2019 as stated by the representative. I made a payment for $67.67 on 11/24/19 for the billing period of 12/2/2019 - 01/01/2020. I am now being charged an additional $11.50 for internet service provided from 12/4/19 - 01/01/2020, a billing period I had already paid in full. I called today to try resolve the issue the representative was unable to provide a reasonable explanation for the charge, simply stated that it's a fee that is charge for those who terminate service.
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 is disputing his Frontier bill.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Mr. disconnected service at the end of bill cycle.
· Frontier advises that due to a system issue the discounted promotional rates were charged back in error. Frontier has credited the account to bring the balance to zero.
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.
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 have reached out to Frontier a total of six times since I started service in September regarding the free subscription of *** for one year. I have gotten the run around each time. The first representative advised that I would be sent the email with the activation code on 12/24/2019, I advised that I had no received, she proceeded to give me a bogus code and pushed me off to ***. I contacted ***, who advised me that they needed the email or a 16 digits code. The code that the Frontier representative provided me was a 12 digit code. The second associate from Frontier advised me that she did not see where the email had ever been sent out. She told me she was unable to resend it. I asked for a manager, she states that she was the only person I could speak with and she proceeded to end the call. The third Frontier associate I spoke with was James. James did not address anything that I stated, he simply provided me with the Rewards *** line and transferred me over. The line did not allow me to speak with a representative. It only gave me an option to leave a voicemail and wait for a 48 hour turn around time for a call back. I never received a call back. Instead, a *** gift card for 100$ was received. Thank you for the gift card but I still do not have the resolution of the *** code that I have been waiting on. I spoke next with Clara. Clara also gave me the run around. After I gave her push back, she also refused to allow me to speak with a manager but advised me that she was being assisted by a supervisor. She was unable to assist but advised me to wait until the 2nd week of January for the email. I contacted today and spoke with Annabel. Who advised that she was unable to see a code but then had me on hold for a code that she said she was looking for. She advised me to contact ***, which I did via phone while I chatted with her online. She was unable to produce a coupon code, email or confirmation email simply for *** to honor the request. I attempted to send the CEO Daniel McCarthy an email, the email was returned. I want the services that I was promised.
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 when she started service from Frontier, she has been waiting for the free subscription of *** to be emailed to her but still has not received it yet. Frontier has investigated the above statements and offers the following response:
Frontier advises that the codes for the *** subscriptions needed to be replenished by ***. Frontier advises that the free *** subscription fulfillment has resumed, and the estimated time frame for customers to receive their subscription codes via email is approximately two to three weeks. Frontier advises spoke with Ms. on January 21, 2020 and advised her of the above information. Frontier will follow up with Ms. to confirm that she has received the email for the free *** subscription code, and she has direct contact information for Frontier if there are any additional questions.
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 am still waiting on resolution.
Regards
I have spent over 2.5 hours with various people and nobody has helped me. I wanted to reduce my bill for the month of January then cancel my service Jan 31. I called on Dec 30, 2019 to do that and was told I'm all set. I literally am driving across the country and said I'd be doing that on Jan 1. I was told my new bill would be about $50 for January. Then I got the bill for almost $90. Then I got a text saying a technician was at my house. I was never told that was necessary. I want to cancel my services as of Jan 1, 2020. If that's not possible, then I want my service downgraded to 6mb for the Jan 1-31 billing cycle then canceled then. I also have been WAY overpaying for years with a landline I didn't need. What a scam. I feel completely taken advantage of. Incredibly horrible company.
Thank you for referring the complaint of : *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following
response:
· Frontier advises our records indicate an adjustment has been applied to the account.
· Frontier advises our records indicate Frontier spoke with Ms. on January 10, 2020 concerning her account and has resolved her issue.
· Frontier advises Ms. has a direct point of contact 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.
Frontier reps provided me with inaccurate information concerning Cal Life LIne, canceling service early without gaining another
monthly charge,shutting down service to upgrade without preadvisal (12hrs down), suppiled service tech wrong info when attempting upgrade for Cal Life Line. At present I owe 54.82 which I will pay under protest. I do suggest the following for frontier corporate: A real arbitration dept for complaints,none exists at present, more training for all staff who gave me half accurate to completely inaccurate information leading to exceeding time frame for end of pay cycle, supply mobile service techs proper field info I would not have known she was on premises if I had not opened front door to look and secure for night. Tech also advised me that frontier should have waited for her call to shut service not put me in a crimp as I am uemployed and was doing a job report form for a possible job.
The Complaint states that:
Mr. advises he is disputing his final amount due to 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 Frontier advises that per our Terms of Service, unless otherwise required by applicable law, your termination of Service may be effective on the last day of your Frontier billing cycle for all applicable Services.
· Frontier advises that as a courtesy, we have adjusted the prorated time from the time Mr. disconnected his service through the end of his bill cycle.
· Frontier advises that we spoke to Mr. on January 7, 2019 regarding his complaint and provided direct contact information.
Due to constant service outages I canceled my internet service. I made a payment on 9/25/19 with my *** card. The internet went out the next day and when I called to have it fixed they told me it would not be looked at until 10/22/19. I then decided to cancel the service because of the length of downtime. I called to have the charge taken off my account and was told they would do so. The person I talked to (Ron) said he would refund my payment and gave me a confirmation number (***-***). The charge was reposted and paid on my Dec 16, 2019 *** bill. When I call to contest the charge at Frontier I get no help at all. I was even told they couldn't look up the confirmation number because my account was closed. In addition to that I am getting billed over $10.00 to close the account. I told them to take the $10 out of the $53.78 and refund the rest. They said they can't do that. Three times I requested to talk to a manager and was told none was available. Three time I requested a call back from a manager but never receive one. In addition to this they have referred me to a collection agency for the $10+. I have a credit score of 802 so I am responsible and pay my bills. But I refuse to pay for a service I didn't receive.
The Complaint states that:
Mr. advises that he is disputing a payment made to his account prior to cancellation of his Frontier service.
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 Mr. made a payment of $53.78 on September 25, 2019 for his bill cycle beginning September 4, 2019 – October 3, 2019. Mr. requested that his service be cancelled on October 9, 2019. The payment made on September 25, 2019 paid for an active period of time, and would not be refunded.
· Frontier advises that we spoke to Mr. on January 8, 2020 to advise of the above.
I've been billed full amounts of service since Oct 29 when we were supposed to be placed on a vac mode for $9.99 per month not $56.65 per month. I've called Frontier 4 times and cannot get this resolved
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. called Frontier on October 23, 2019 but an order was not issued to add his seasonal rate.
Frontier records indicate that an order was issued on December 6, 2019 to add the seasonal rate to Mr.’s account.
A Frontier representative issued a credit to Mr.’s account on January 14, 2020 in the amount of $65.14 for the billing error.
A Frontier representative spoke with Mr. on January 14, 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
From 6/2017 until the end of service in 2019, Frontier billed me full price for internet services. I repeatedly complained about the service. Multiple technicians came to perform a repair, and stated they could not get me better service. I was unable to work on the internet from home (which is required by my job) and or watch one movie the entire time, due to the round circle going around and around. The service didn't work. I finally had to stop paying in order to get the service disconnected. I filed numerous complaints, and request for a refund. They awarded me zero, and sent me to collection. I refused to pay for the months they were unhooked, and I was actively using ***. *** tried 4 times to unbundle me, and Frontier did not respond.
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 Internet services from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier advises that the available Internet speed depends on the distance from the nearest Frontier serving node. Ms.’s location is over 18,000 feet from the nearest Frontier serving node. Frontier provided the fastest Internet speed that they can provide at this location at this time.
Frontier records indicate that an out of service credit was issued to Ms.’s account on August 1, 2019 in the amount of $64.08.
A Frontier representative issued a onetime courtesy credit to Ms.’s account in the amount of $104.97 on January 10, 2020.
A Frontier representative spoke with Ms. on January 10, 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 wanted to cancel phone service but keep internet called customer service on 1/2/2020. Appointment set up by customer service for 1/3/2020 to upgrade internet because he told me I had to, other representatives have said I didn't have to upgrade. Notes added on service order for technician to call prior so I can leave work in time to meet them at residence, which didn't happen, tech called me from my residence. Service tech told me they couldn't do the work that afternoon because of the distance of new wire and what is involved would take more time and would need to involve engineering before they did anything. At this point my service had been shut off but the tech could have it turned back on and when that happened he said the internet did not work. He left a new modem at the residence and said that should work. When I got home I connected the new modem with no success I proceeded to call customer service and after hours on the phone the internet was still not working. On 1/4 called tech support, still with no success but the representative told me I had service appointment for 1/6, which I was not aware of, but one of the many customer service reps. I spoke with must have set it up and didn't tell me. The original representative gave me his direct number and after several attempts to call and leaving voicemails with no response. All the reps. I spoke with state that the systems shows that I have the new service, yet nothing was installed and they will not change it in there system.
Frontier Communications
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 his Internet service has been out since January 3, 2020, after being told he had to upgrade to Fiber Vantage Internet service. Mr. called and just requested to change from phone and Internet to just the Internet service. Frontier has investigated the above statements and offers the following response:
Frontier opened a trouble ticket due for Monday January 6, 2020. A technician did go to the home and have to go back to the office to change Mr. Lucas’s line in the office and they got it working again for him. Frontier has issued credit for the outage to the account. Frontier spoke to Mr. on January 7, 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 D Department: Customer Specialist
Our internet routinely doesn't work for weeks at a time. Currently our internet has been out since 12/31/19. When I called that day regarding it, I was told that the network was congested and other customers have priority over me because they have faster speeds even though I have the fastest available speed in my area. I was also told that I can't put in a service ticket and there was nothing that could be done. Suprisingly on 1/2/20 our internet still wasn't working and when I called back I was told it is now an issue with my DSL and that a technician could come out on 1/14/20. So now we have to again go half the month without internet. This recently happened in Octoner 2019 as well where our internet was out for over a week. My children can't do their online school homework and my husband can't run his business. So not only are we paying for service we don't have, we are losing money from my husband not being able to run his business and all the other internet services we pay for that we cannot use, Netflix, amazon prime, etc. Fronteir is the only internet service available in our area so I feel they take advantage of customers, don't provide services we pay for, and offer poor service because we have no other options.
Frontier Communications
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 her Frontier Internet service has not worked since December 31, 2019. She was advised that it will be January 14, 2020 before it is repaired.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that Ms. reported Internet issues on January 2, 2020. Frontier dispatched a technician on January 14, 2020 and repaired cable issue.
· Frontier issued a credit of $43.41 to Ms. Brenning’s account which she will see on the February bill.
· Frontier called Ms. today and left her a message with our contact information in case she needs 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 Specialist: Tami L Department: 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.
Regards,
*** Brenning
I have been over promised and Frontier Communication Internet under delivers every single day.
Slow internet from the day I signed up. I have had countless techs to my house, spent hours on hold and hours with their “it” support to identify the issue. Tech who visited my house told us in person the network is overloaded and there is nothing that can be done unless Frontier upgrades our area.
This is not a household issue, Frontier Communications has a network issue for this neighborhood. They are intentionally selling high speed internet of 6mb download KNOWING they will never be able to provide that. My in-laws within the same neighborhood have incredibly SLOW Internet with Frontier too.
My download speed on average is between 1-2mbps. I was told up to 6mbps. It has never exceeded 3, EVER.
We need this problem elevated to someone so we can actually have this problem resolved. We are being cheated out by this big business and they collect my money every month.
My bill continues to go up, I am now paying $15 per month more than when I signed up and I have the exact same service and terrible speed. I should be paying 1/3 of the price bc you are delivering 1/3 of the speed I should get.
Below is a link related to the WV class action lawsuit where Frontier was ordered by the courts to lower their bills according to the service they are providing.
https://www.prnewswire.com/news-releases/rm-law-announces-class-action-lawsuit-a...⇄
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 he has been experiencing slow internet speeds that are not consistent with the speed tier that he is subscribed to. Mr. advises that he would like his internet speed to be improved and also an adjustment made to his bill. Frontier has investigated the above statements and offers the following response:
Frontier advises that internet speeds are based on multiple variables including: limitation of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, Wi-Fi interference, among other things. Frontier advises that due to a surplus of Wi-Fi traffic in his home or immediate area, Wi-Fi network congestion could be affecting internet service speeds. Frontier advises that plugging devices directly into a router through a wired connection should address this issue. Frontier advises that the broadband service speeds identified in Frontier’s marketing materials and other communications reflect service capability speeds in a service speed tier. The high end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier, but is not a statement, representation, or guarantee of the maximum speed that will be received. Frontier makes no promise or warranty, express or implied, that a customer will be able to download or upload data at any particular speed. Frontier advises that a technician was dispatched to Mr.’s home and replaced his modem. Frontier also issued a credit going back to the date that the customer reported the most recent service issue. Frontier spoke with Mr. on January 21, 2020 and advised him of the above information. Frontier will follow up with Mr. to advise him if there are any plans to upgrade their network in the future for his area.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I still have slow speeds, nothing was actually performed to increase my speed or reduce the long term costs of my bill. I will continue to pay a bill that has increased as the Frontier representative spins their response of “up to” speeds. painting a gray picture that speeds can land anywhere below that “up to” speed and it should be sufficient. .8-1.5mbps download is nowhere in the realm of “up to” 6mbps download. Again, I should be paying 1/3 the bill due to 1/3 the speed promised. I was also told “actually you are paying less than our lowest tier customers” as if I’m being cut a deal or an attempt to coerce me in to being quiet In fear for making my service worse or increasing my bill even higher due to submitting this Revdex.com complaint. my bill has increased over the years. I explain that, to Mark from the executive relations department and am told my bills “hasn’t increase, but I no longer have a promotional rate”. Which is an increase, my total bill has increase regardless of the spin. A technician was dispatched to my home for a new router (which was installed) and the speeds have not increased. This is the third or fourth technician I have had since being a customer and again was told by the tech “that is the best speed the network will get regardless of the router”. speaking with a customer service rep in Texas and she states she see irregularities in reporting, can’t see that my router is even online and also states it appears that there a port installations and main line issues outside of my home. It is clear that the Frontier
Regards
Thank you for referring the rebuttal of *** to our office for review. We
appreciate Mr. bringing this matter to our attention.The Rebuttal states that:Mr. advises that he continues to experience slow internet
speeds that are not consistent with what he is paying. Frontier has investigated the above
statements and offers the following response:Frontier advises that a technician was dispatched to Mr.’s home and determined that his service is fed from a pole mount that suffers from network congestion.A new pole mount is set to be put in place by the local power company, and Frontier is waiting for the power company to install it.Frontier advises that Mr. pays $39.99 per month plus the $3.99 infrastructure surcharge, the lowest price available.Frontier advises that a credit was issued based on the customer’s daily rate of service, from the date that the work order was created through the date that the technician completed the job.Frontier spoke with Mr. on January 29, 2020 and discussed the above information. Frontier will follow up with Mr. once the equipment has been upgraded to determine if his speed has improved. 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.
Hi, We are small community from New Creek WV. Some of us rely on basic phone service as we don't have other means of communication due to our mountain location. Frontier is on of couple choices we have there. Company charges around $54 a month for basic land line without long distance. On Dec 18, 2019 after the ice storm, we lost our lines due to the wire been down.
It was reported and Frontier representative was dispatched to check the issue but could not resolve it due to luck of equipment.
We called multiple time for ETA and each time representative on the call ensured that the crew is set to make it tomorrow. Never happened and many in our community are w/o basic phone line. Hate to see something happens like emergency and we pretty much cut off. Also asked to adjust our current bill amount but was declined and asked to call back when service restored. Company anticiapte me to pay for service I never received this billing cycle. BTW we don't have annual or term agreement or any other so call special deals with Frontier but month by month simple plan Ashamed we are at 2020 ( 21 century) can't get the basic line of communication from the vendor.
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 he lost his home phone service from Frontier on December 18, 2019, after an ice storm caused a wire to fall down. Mr. advises that he is expecting a billing adjustment to be issued for the days that he had no working service. Frontier has investigated the above statements and offers the following response:
Frontier advises that a cable had to be replaced in order for the phone service to be restored. The cable splicing and replacement was completed on January 13, 2020. Frontier advises that once the repair ticket was closed out, they were able to issue a credit for the time that the customer was out of service. Frontier spoke with Mr. on January 14, 2020 and confirmed that the phone service has been restored. He was advised of the credit that had been issued for the days he was out of service, and the customer is satisfied with the resolution.
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 service back in August. I received an email on 9/27 showing my final balance. I am owed $31.41 for service I was billed and paid for but never used. I have called several times about the where-abouts of my refund but the operators are either playing dumb or clueless.
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. indicates that he has disconnected service with Frontier and Frontier did not provide a refund in a timely manner.
Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a prepaid Mastercard by Wirecard 90 days from the disconnection of service. This time period is required to ensure all outstanding charges or credits are posted to the closed account.
Wire card did send Mr. a refund in November however it was returned as undeliverable.
Frontier has changed the mailing address to the service address and a manual refund check should be received in seven to 10 business days.
Frontier has left a voice mail message for Mr. 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 Mr. 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.If their claims of a returned payment due to bad address are true, provide proof. This sounds like a baseless claim to deflect their negligence to refund my money. If true, they have my phone number and email. Better yet, they have my card information on file. Why not refund the money to my card?Why was there no attempt to contact me? I feel extra compensation is in order for lack of access to my funds for 3+ months. This is solely a way to try and save face when presented with the undeniable facts of retaining funds that did not belong to them.
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. indicates that he has disconnected service with Frontier and Frontier did not provide a refund in a timely manner.
Frontier has investigated the above statements and offers the following response:
Frontier’s refund policy is to issue a prepaid Mastercard by Wirecard 90 days from the disconnection of service. This time period is required to ensure all outstanding charges or credits are posted to the closed account.
Wire card did send Mr. a refund in November however it was returned as undeliverable.
Frontier has changed the mailing address to the service address and a manual refund check should be received in seven to 10 business days.
Frontier has left a voice mail message for Mr. advising of the above and provided direct contact information.
Frontier does not issue credit for anything like lost wages or customer time. Credit is only issued for services we charge for.
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 Mr. has experienced as a result of the above matter.
I subscribed and signed a 2 year contract for high speed internet. Since installation, we have never had reliable service. For days we would go without service. Calling Frontier is horrible. It's automated, long waiting time, disconnected with no call back and service members whom are hard to understand. We were without service more times than we had service. They would never adjust our bill. Most times when I called the service member didn't type notes of the call. We subscribe to ***, *** and ***. We paid for these services while we couldn't use them due to no internet.
Recently our internet completely quit working. I called , more than a dozen times, and service wasn't restored. After 3.5 weeks without service I cancelled our non-existent internet. They still expect me to pay my bill in full, pay an early termination fee and use my time and gas money to return their equipment. All the while I'm paying for my other subscriptions. I'm disgusted with this company and the lack of customer service. I need this resolved so they don't ruin my credit.
Contact was made with Ms. on 01/13/20 to verify if she would like a technician sent out or to cancel service. She requested to cancel service stating she has gone with another provider. An order was created to cancel service; the early termination fee was waived; and credits totaling $55.79 were applied for service dated 12/04/19 – 02/09/20. The credits will appear on the 02/10/20 bill statement as the 01/10/20 bill statement was already printed.
Never had such poor customer service! Ordered last August and NEVER received the equipment in spite of several attempts to track it down. Cancelled entirely in October and was assured my record was clean. Now I received a notice from a collection agency for something I never received. No one will help in spite of numerous phone calls and assurances that this has been resolved.
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 has been billed for service that never worked.
Ms. advises that her account has been referred to collection agency and requests that this be deleted from her credit report.
Frontier has investigated the above statements and offers the following response:
Frontier determined that Ms. never received the router shipment and the service was never installed.
Frontier has applied a credit adjustment to Ms.’s account in the amount of $59.85 and has requested that the credit agencies close the account and update the credit report.
Frontier communicated the above information and provided direct contact information via email and phone message.
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.
On July 22, 2019 I called to cancel Frontier Fios internet. The retention's department quoted me a rate of $50/month for 500mb/500mb internet with no equipment fees, and a one time $75 installation fee spread over 3 monthly payments of $25 each. I was told this rate would be valid for 2 years. Since then, my rate has been $70/month + the correct installation fee. I have called numerous times since then (each month to have them correct my bill) and each time I have been told different stories. Multiple times, frontier communications representatives told me that they would pull the call logs, review my case, and give me the rate I was quoted. On my latest communication with Frontier on 12/28/2019 with Shelby in their retention department, I was told the call logs were NOT previously pulled, but that they would be now, and I would have a resolution by 12/31/2019. It is now 1/5/2020, and my account billing has still not been fixed and no one from frontier has contacted me.
Frontier has investigated the above statements and offers the following response:
· Frontier advises the correct price for the FiOS internet 500/500 is $70.00 per month before equipment, taxes and surcharges.
· Frontier advise the equipment router fee of $10.00 is included through August 23, 2020.
· Frontier has issued credit to Mr.’s account covering the difference of the August-December 2019 billing statements due to agent error during order the order process.
· Frontier spoke with Mr. on January 7, 2020 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
signed up for Frontier internet- had a special 500 mbps for 39.99 monthly & installation $75. over three month period which was $25 a month for 3 months also $100 gift card after 90 days.
Was billed the entire install fee of $75. when I called was told they already billed me and I had to pay in full. This is false advertisement.
Frontier has investigated the above statements and offers the following response:
· Frontier advises due to isolated agent error the technician installation fee of $75.00 was not broken up into 3 installments but billed on first statement.
· Frontier spoke with Mr. on January 13, 2020 and advised of the above. Mr. decided to leave billing as is; Frontier issued a one time discretionary credit for the error.
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.