Frontier Communications

Frontier advertises 3 separate speed options ranging from up to 6 mbps to up to 45 mbps and charges customers for the top speed which is up to 45 MPBS but in our area they have stated several times that we cannot achieve speeds close to that. The speeds we are getting are very consistently below 6 MBPS if it works at all. Their website advertises prices for that speed at 27.99/month AND is says their prices are "For Life" however I've consistently had my prices increase since the beginning of my services. Essentially I'm paying for top tier services and getting bottom tier service. They have consistently told myself and others in my area they do not know when they will be increases service speeds but what we have is the best speed available. If I cannot achieve higher speeds, I don't feel that it is right to charge me for the higher speeds, and if I'm going to pay the higher prices, which I'm ok with, then I should expect the higher speeds I'm paying for! Additionally they offered a "Second Connect" which is an additional internet line, but that's not even available in my area, and I waited a month for a tech to come out only to find out that there are no available lines in my area.

I used to be a customer of Frontier for a long time. But recently, we moved to a different house. I requested for a transfer of the service and I emphasized that I need my internet the soonest time possible because I work from home. It took more than a week until I gave up and requested just to cancel my account. I was so dissatisfied that they cannot figure out a simple service transfer. To make matters worse, they are charging me the full monthly service fee for using the service for only a few days. I was out of service for some time, since 12/22/2019, and yet my bill is for the entire month.

I ordered new service with Frontier. The modem did not arrive on time. I called and they sent the modem days late - they had not sent it or prepared to send it when I made my order. I was assured my contract date would not start until I recieved the modem and got connected. Once I received the modem I learned that it was not possible to get connected without additional technical work to upgrade the phone lines to my home. I then canceled the order and was assured that their would be no charges. I was told a box would come with postage paid to return the modem. When the box did not come I called. The agent attempt to collect money from me at that point. I reconfirmed my cancellation and that I was told no charges would be billed to me. The agent then hung up on me. I called back and he hung up again. Now I have still not recieved the box to send the modem back and a $50 charge has been sent to a collection agency.

Moved from service location on 7/2/19 at the time the telephone/internet bill was $0. The new owner was to take over service and he contacted the company on 7/5 service installed 7/11. After making contact with 7 different people we finally got this (so we though)t taken care of. They use private people working from their homes to handle, what we found out months later was that the person who was supposed to change the account over had instead created new service for the buyers of our property.(commissions are involved). We were told that the company would have the billing corrected. Today I find a collection on my credit report for 216.00. They made no contact after the last time we spoke with them and finally got a confirmation number which should have provided after they realized that the service had been incorrectly taken over

On 3-29-2008, I signed up for a life time Two Year Plan with ***'s Online High Speed Internet Service for $19.99 per month (see *** Plan #2 attached, circled in Red).

On 6-4-2010, *** informed us that the internet provider would change to Frontier Communications. They sent the letter (*** Plan #1 attached) which stated, "What will not change" and "Your service plan and monthly fee will stay the same" (circled in Red).

On 10-31-19, Frontier raised the internet rate from the $19.99, what I agreed to, to $24.99. And, Frontier intends to raise the internet rate again on 6-15-20 to $29.99.

Frontier is not abiding by the agreement they made with *** and what I agreed to regarding my internet fee of $19.99 for life which would not change. I spoke to a Frontier representative on 10-18-18 and they were unwilling to accept or listen to my complaint.

When I ordered my current service, the salesman told me I could buy the router/modem outright when the promotional service ended. I called after the promotional service ended. I talked to the billing dept who then directed me to the technical support dept. where I waited on hold for 45 min before I gave up and went to the app to live chat, where they told me to speak to the billing dept. making it impossible to buy the modem outright.

Had them for 2 years all was fine, connection issues here and there but at 39.99 a month, I didn't mind it. But I started having issues when they made me have to have a validation code to pay my bill, I never had to have one before, and it never made me make a validation code therefor it was asking for something that didn't exist, I always just paid over the phone with my card and they knew my account by phone number. But then they made it nearly impossible to pay my bill so I ended service and they were suppose to send a box for the router but never did so I called them back and they said they can't help me unless I have a 5 digit code, which I never had. Note this is after I ended service with them and they said a box will arrive for the router return, they also charged me another 39.99 plus a 10$ fee for talking to a representative to close my account they are a junk company that talk horrible to you. I never write these reviews but I'm still fighting to shut off my service and I got a new service plan with new wave

Internet box goes out frequently, no way to fix the problem because frontier has repeatedly hung up the phone while I was trying to get our service fixed. They also advertise 500mb internet service for 39.99 but said can't get that service because we already have 15mb internet for 59.99 which is insane for that speed. They're customer service is horrible and internet service goes out every other day

I HAVE MADE SEVERAL CALLS WITH NOTHING FIXED. I HAVE HAD NO INTERNET SINCE DECEMBER 7, 2019. ON DECEMBER 11 THEY WERE SUPPOSED TO HAVE A TECH COME OUT TO FIX THE ISSUE. NO CALL AND NOBODY SHOWED UP. I CALLED TO FIND OUT WHY. APPARENTLY, THEY CANCELLED THE APPOINTMENT WITHOUT MY KNOWLEDGE. THEY SET UP ANOTHER APPOINTMENT A WEEK LATER. STILL NO INTERNET. DECEMBER 18 THE TECH SHOWED UP AND TOOK THE MODEM/ROUTER AND LEFT. STILL NO INTERNET. CALLED AGAIN, NO REFUND WILL BE GIVEN UNLESS THE SERVICE IS RESTORED. SO ALL THIS TIME THEY THINK I AM PAYING FOR A SERVICE I DON'T HAVE AND ARE NOT WILLING TO REFUND FOR ANY OF IT. YOU WOULD THINK 20 YRS OF LOYALTY TO THIS COMPANY, THEY WOULD LIKE TO KEEP ME HAPPY. I GUESS NOT. I WILL BE LOOKING ELSEWHERE FOR SERVICES

I moved to new address end of August 2019, and I moved my Frontier internet service from the old address to new address. Someone at Frontier filed my move request incorrectly, and instead moving the service they started new one for the new address. This created two problems:
1: I was double billed for both addresses (this one I was planning to let go since it's minor item)
2: I have to pay early termination fee for the old address.

I've called, emailed and online-chatted with the customer service representatives numerous times over the months, and best they can do is "I see, this was our mistake, we'll look into it" but nobody was able to remove the early termination fee from my account. Finally I got letter threatening about collections and that this was going against my credit, so I gave into the blackmailing and paid the early termination fee. $85.10 dispute is not worth getting hit on my credit score. And I again called them about this, they created ticket on this saying they'll refund me by end of the year. Now it's 2020, and I still don't see my refund.

I'm getting charged for a service I never received.After numerous phone calls :
-09/30/2019-12:57-talked to Tina dispute #*** -10/30/2019-6:00pm-talked to Richard
-11/19/2019-6:27pm talked to Gail case #*** -12/10/2019 - 9:26am talked to Denise case#*** it was assured that the account balance is $0.00 but I'm still getting account summaries stating, that I owe $ 13.87.

- Since May of 2019 my frontier services were in vacation mode. I only live in Florida for 1/2 the year. While in vacation mode I made a monthly payment just to get ahead for when I did activate services. I had almost a $150.00 credit.

18 Oct 2019 I requested my services to be activated.

- 25 Oct 2019 I called frontier customer service to cancel all services except for internet. I requested the internet to be placed in vacation mode but I was told by the representative that I could only do one transaction at a time and to call back in a few days to place the order for the internet.

- 29 Oct I again called Frontier to place my internet service on vacation hold. I was told at this time that my 25 Oct transaction had not yet been posted so he could not put the internet in a vacation status until the first transaction had been posted. I was also told that he would put in the order for the internet and as soon as the first was complete, the internet transaction would go into effect.

- The first week of Nov, I called frontier to follow up on the vacation status and was told that my internet was in vacation mode as of 01 Nov.

- Billing date 10/24/19 for cycle 10/24/19 to 11/23/19 and 10/19-10/23 my bill was 279.42 minus the $150.00 credit that I had accumulated from May through Oct while in vacation status. The bill amounted to 129.61 With services only activated for approximately one week and being charged a full month plus , I called Frontier and was told that because of the cancellation date and the day internet went into vacation mode, all adjustments would not show up until the next bill. I was completely fine with this explanation.

- Billing date 11/24/19. The 129.61 from the 10/24 bill plus I was billed $74.99 for internet, to include a late payment fee. My total bill was 203.88. On page 3 of 4 of this bill, it does show that at least some charges were credited back for the dates of 10/27-11/23. However, the credits were not actually deducted from the bill. Again, $129.61 was carried over from the previous month with no deductions for the credits and the additional internet charge, plus additional fees. Total 203.88

- I then called Frontier and spoke to “Robin” to learn that the internet was still not in vacation mode. She went through the process of putting the request into the system and gave me confirmation code 75842804. As for the deductions not being applied, she said that it sometimes takes 1 - 2 months. Since the credits were already listed on the bill, it made no sense why they weren’t deducted.

- 3 Dec I called to ensure that the internet was in vacation mode. I spoke to “Taylor“, internet was still active. I gave him the confirmation code that was given to me by “Robin” but he basically told me that confirmation codes were worthless. On this day I filed a dispute on both the bill and internet issue. He too said that he would be putting in the order for the internet vacation mode. Once he filed the dispute I requested a copy and or a file claim number but was told by “Taylor” that he wasn’t able to give me either one. He only advised me to follow up periodically.

- 11 Dec I was on Frontier’s chat with “IMEE” no status on dispute and she told me that internet was in vacation mode. I asked her to double check that status. She then informed me that she saw where they put in the order but it didn’t go through so ……. Still active.

18 Dec spoke with “Rica.” Internet still active and no status on dispute. She informred me that nothing could be done until dispute was settled but could give me no indication on how long this would take. Frustrated, It was at this time that I requested internet to be cancelled all together but she said that it was beyond her scope and she gave me number to call.

- Billing cycle 12/24. Total bill 292.96. $203.88 carried over from previous bill plus another internet charge and other fees to include late fees. Credits from the 11/24 cycle had still not been deducted.

- 26 Dec called Frontier and spoke to “Josh” to find out status on dispute and internet. He could see where the orders were put into the system for the vacation mode but had no idea why they had not gone through. He too placed the order and said that he would monitor and get back with me if there was any issues. He was helpful with the internet issue. He also put in a request for the internet fees from 10/24 billing cycle to be credited back. As of today, I do not know the status of vacation mode, dispute or the credits that he put in. I still need to be credited for everything else.

As for the credits that are shown on the 11/24 cycle but were never deducted. “Josh” was somewhat condescending and patronizing, He could not understand what I was trying to explain to him. He continually referred to the credits on page 3 of 4, but didn’t get the fact that they had not been deducted. After going back and forth with him on this, I requested to speak to his supervisor. “Monica” got on the phone and I had the same result with her. She then asked if I wanted to pursue the matter further and gave me a P.O. Box to corporate in Tampa. It was also during this phone call that I learned from “Josh” that my dispute filed on 3 Dec had only been issued for the internet vacation mode problem and not the entire bill.

- 27 Dec called Frontier and spoke to “Malhesha” and was told that since there was an active dispute filed, she couldn’t do anything and that the process takes at least 30 days. I asked if she could pull up the dispute to find out if it was only on for the internet and she could not.

There is also a line item on the 11/24 bill on page 3 of 4 that reads: EDL BB Foist credit. During a chat session with Emanuel on 27 Dec, He said that this was a one time service charge for cancelling service mid month. I was not told of this fee when I called 25 Oct. I could have waited to avoid this charge. Should not be charged if you are not informed. Also, why does it say CREDIT?

This has been a very painful, frustrating and stressful process to say the least. I have never dealt with such incompetence and/or lack of training from customer service personnel. I think that I have been extremely patient throughout all this which has been going on since Oct. I have outstanding credit and now incurring late fees because Frontier isn’t doing anything. What has been frustrating more than anything is that you are at their mercy. Every time I called I got a different person with a different answer or they were
unable to answer.

After exhausting all communications with Frontier Customer Service, I am filing this complaint with Revdex.com with the purpose to rectify this matter with Frontier Communications. I have outstanding credit and I do not want this matter to affect it due to no fault of mine.

I have a contract with Frontier for a monthly amount of $113.53. However the monthly rate keeps changing. Below is the following months I have been charged in 2019.
May $118.49
Jun $118.49
Jul $120.98
Aug $133.64
Sep $117.98
Oct $122.83
Nov $122.94
Dec $136.38

I have contacted Frontier numerous times but kept getting the runaround. I am sorry but I did not keep track of the dates called.

Ordered a second connect in October, was scheduled for install November 5th. Called November 6th and. They told me I could install it. I never received product. On becember 31st I called and asked for a refund due to not receiving it. They were unable to comply at that time. I have been billed November and December for the service.

Had nothing but trouble with frontier. Everytime my service goes out it takes a week to get someone out to fix it after being on the phone waiting to talk to someone for a hour. Then today December 31 woke up and went to town then come home and see two frontier trucks working on the lines and get home and have no service at all. Then they tell me they cant get someone back out till the 3rd of January. And they said well that's an assumption that it stopped because of the work they was doing even though it was working absolutely fine before hand.

I had loss of internet service for 79 days. I would like a refund. I spent hours on the phone, lost a half day of work, had no security system during the outage. I have been turned in to collections so I paid the balance on the bill. We were customers of Frontier for 37 years.

I tried numerous times to set up Internet services with Frontier Communications in September and October 2019; the equipment they sent for me to do it myself did not work even after lengthy conversations with their technical people. They offered to send someone out to set it up for me, but after talking to numerous customer reps who did not know what they were doing I decided I did not want to have anything to do with the company. I asked (begged) for an address where I could return the equipment, and they told me not to return it. So after many, many conversations to get the service set up and many, many conversations to stop it, I receive a bill for $49.38--I did not receive any benefit from any of their services, only headaches. Now they have sent me a collection notice even after I called and spoke to people at the company to remove the charge.

Being charged for call trace - ppu and fees associated with this service. I have caller I’d on my phone which I pay for each month.i.I have contacted this company with no results.

Horrible customer service so we decided to switch to another provider. To amplify my hatred here is how I was treated trying to port out my numbers.
1. Frontier confirmed I could take my numbers to my new provider, which is called a port out request.
2. Frontier then rejected my port out because something called simply frontier.
3. I called Frontier, they said they fixed the issue and I can now port out.
4. I resubmitted the port out request, but before it was completed our service stopped working and they deleted our hunt group and caller ID.
6. It was down all weekend, which they fixed and said sorry you can now port out your numbers.
7. The port order was rejected again, because the same issue.
8. I spoke with a manager, they confirmed issue is fixed, but the port order was rejected again.
9. I called back (this is 4 weeks now), and they are telling me in order to port out I first have to delete all services from our lines (caller ID, hunt grouping) which will break our entire system. They said there is no way around this.
I am now calling the office of the president to see if they can help. This was the number I was given, but so far have been on hold for 20 minutes not sure if they will answer.
5. I then learned the technician broke our entire system removing simply frontier
6. Because this happened on the
2. I requested the port out and it failed because I needed to remove something called simply frontier.
3. I called Frontier customer service, told them what happened, they said no no worries we can fix this.
4. 2 days later our hunt group, phone system, and caller ID all sopped working. This was because whatever they did to allow us to remove the numbers broke everything. This happened Friday end of business.
5. We run a 24x7 company and our heaviest call volume is on the weekends.. well customer service was not in on the weekend to add something to our account which could fix this AND technical support said they couldn't fix this without customer service first adding it to our account, so our million dolloar business came to a halt over the weekend.

Wanted to pay final bill and be done with this horrible provider. Website wouldn't let me and app was on about "technical issues". I don't have checks, very few do now a days. Only option left was to call. They wanted $4.50 convenience fee. It wasn't convenient. I told (Mellisa, employee ID: CD***) that I wasn't fond of extortion. Mid next sentence she put me on hold. I'm currently at the 1 hour mark. At this point her phone is tied up and can't receive or make calls because I won't hang up for her so that's nice I guess. I'll likely pay the $4.50 and move on just to be done with it, given no other choice. Just need to get off hold in the near future to do so.