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 was sold 100/100 internet I have been only getting speeds of 15-30 mbps for 3 years 3 techs have been out only because I keep pestering calling the company no follow-ups have been made and nothing has been resolved
Frontier CommunicationsThank 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.
*** states he was sold 100Mbps internet and have only been getting
speeds of 15-30Mbps for three years. Mr.
*** states techs have been out only because he keeps calling Frontier
Communications and no follow ups have been made by them. Mr.
*** would like his internet to be what he was told it would be and to be
refunded. Frontier has investigated the above
statements and offers the following response:Frontier spoke to Mr. Walters
on July 22, 2020 and he stated his issue was resolved. Frontier found technician
was out on July 18, 2020 and says customer was using a *** router. Speeds
are ok now though he spoke to someone earlier who fixed it. Frontier provided out of
service credit for trouble ticket listed. 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: Kelly
E*** Department: Executive
Relations
I wanted my service disconnected May 1st 2020,called made arrangements made final payment service still on they claim it is not,and they want a payment of $145.00 for June and July.
I called numerous times trying to rectify this and I'm disconnected from call or told service is disconnected or told no record of my numerous calls.
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:Disputing
final billing states closed account 5/1/2020Frontier has investigated the above statements and offers the
following response:Frontier states
that upon review of Ms.’s account, it was found that she was
billed for services from 5/16/2020 – 6/15/2020.Frontier states
that a credit in the amount of $67.98 was placed and can be seen on her
next billing statement.Frontier states
that remaining balance of $77.87 are valid and are a result of a past due
balance being on the account since 4/2019.We regret
any inconvenience that Ms. may have experienced as a result of the
above matter.” Frontier Specialist: Beatrice
S*** Department: Consumer
Relations
Due to my bundle package increased from $219.12 to 265.78 and frontier would not give me a new plan after my 2 attempts of calling them, I was forced to go with another company. I called to disconnect on 6-29-20, unaware frontier would not pro-rate my money back for the 20 days that they billed me for a month in advance, at the new rate. I have been with Verizon now Frontier for over 10 years with auto pay. This is consumer robbery and I want my money refunded.
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 she was charged after she terminated Frontier services.Ms. advises
she was billed a broadband processing fee.Frontier has investigated the above
statements and offers the following response:Frontier advises that
prior to termination, Ms. was billed (and thus incurred charges) through
the end of her billing cycle. Frontier
has agreed to provide a courtesy credit to Ms..Frontier
advises there is a fee of $9.99 when a customer discontinues broadband
service.Frontier spoke with Ms. on July
21, 2020, and advised of the above 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 set up a telephone account ()for my 74 year old mother with dementia. When I set up the account I specifically asked that the bill be mailed to my address and not the service address. The bills were mailed to her address instead. When I finally got hold of the bills, I set up an online account and scheduled automatic payments. Somehow, there was an error of some sort in the system and the phone was disconnected in spite of that--the man that I spoke with in collections said this was the case..and he got my account reconnected. Even though the gentleman explained it was a system error I was still charged a reconnection fee and late fees as well and I was told that nothing can be done and the charges were valid. My mother and I are both on fixed incomes and the overdraft fees we've incurred due to the extra late and reconnect fees have really been hard on us financially and it is an additional stress on me. Every representative that i've spoke to about this matter has been incredibly dismissive, condescending, and just downright rude.
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 she requested bills mailed
to her address as service was for her mother. Ms. is disputing late fees and restoral
fees due to bills were sent to the wrong address.Frontier
has investigated the above statements and offers the following response:Frontier
has removed any late fees and restoral fees caused from the billing being sent
to the wrong address.Frontier
has corrected the mailing address.Frontier
spoke with Ms. on July 21, 2020, and advised of the above 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 paid my bill on 11/28/2016 which the bill was sent to me on 11/4/2016/. Frontier has flagged my account as a write off and its on my credit report. I have contacted them and no one seems able to help me get this removed.
Complaint Number: 14560247 Customer
Name: *** R Davis Thank you for referring the complaint of
Ms. R. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms.
*** advises that she paid her Frontier bill and wants the negative remarks
removed from her credit report. Frontier has investigated the above statements
and offers the following response: Frontier
advises that Ms. paid her account after it was written off to the credit
collection agency.Frontier
advises that Ms. has been provided with paid in full letters by email and
standard mail. Frontier’s
position in this matter has not changed.Frontier
attempted to speak to Ms. but was unsuccessful. Frontier communicated the above information and
provided direct contact information via voicemail 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.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 14560247, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This bill was paid directly to Frontier with the confirmation number that was given to them. Payment was made directly to their customer service line and I encourge them listen to the call. As their agent noted the account still with them and the payment was marked as paid to Frontier. I encourge Frontier to contact me via email at [email protected] or at my home address that is still the same address as when I had service with them. Frontier keeps noting one thing and payment was made on the phone to their customer service whom accepted payment on their customers service line.
Regards
Thank you for referring the complaint of
Ms. R. *** to our office for review. We appreciate Ms. for bringing
this matter to our attention.According to the complaint:Ms. advises that she paid her Frontier bill and wants the negative remarks removed from her credit report. Frontier has investigated the above statements
and offers the following response: Frontier advises that Ms. paid her account after it was written off to the credit collection agency.Frontier’s position in this matter has not changed.Frontier advises that we communicated with Ms. on July 22, 2020 to advise of the above.
I don't know where to start. I have been a customer for many years and I've submitted way to many complaints to even count. I have tried to resolve issues with customer service, but nothing is ever resolved. Let me start off in saying I live right in the middle of my town in a subdivision so with that being said there is ZERO reason for our service to be as terrible as it was. Our internet would never connect to our devices and if it did it was when we didn't need it. My daughters live with me and one of which is in school. She could never do any coursework online because it would not work. I repeat it would not physically work at all. When it did work (only like 5% of the time) it would stop working in the middle of her tests that were timed. We would reset the router multiple times in an hour and still nothing would work. Now this is the best part, we decided to switch to ***... FINALLY and when we did we are receiving nothing but issues from frontier. They are trying to overcharge me for service that I did not receive and are REFUSING to offer me any type of refund/ credit for this situation. I tried telling them over and over again about the past problems with my service but they are only out to get what they want which is money. The customer service agents are no help and they keep telling me different stories every time I am on the phone with them, which is hours upon hours to get zero responses that mean anything. I am just frustrated beyond measure at this point and I am officially DONE with them. All I want is my credit, and to be officially done with this business and this situation!
Thank
you for referring the complaint of ***
our office for review. We appreciate *** bringing this matter to our
attention.The Complaint
states that:*** stated the internet did not work. Frontier
has investigated the above statements and offers the following response:Frontier records indicate that the customer had Internet service from
September 16, 2015 through July 21, 2020 when the account was disconnected.Frontier repair records show no trouble tickets.The customer currently has a credit balance which will be refunded to
the customer.We trust
that this information will assist you in closing this complaint.Sincerely,Sandi B.Frontier Communications
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.
Regards,
***
This issue is still not resolved. There has been ENDLESS issues and there should be remarks on my accounting stating so. I have never been so frustrated at a company. Endless hours spend on the phone and they have "no information" stating that, I just don't believe that. There has also been times were I held so long on the phone I was disconnected. When I decided to post this on Revdex.com I did receive a call from frontier about my issues and I tried to call them back and guess what.... no one has returned my voicemail from that. Seems to me they aren't very concerned with anyone's issues at this point. They did give me a $11 credit but $11 for all the issues I have had is NOTHING. Let me be honest I know I am not the only one with issues with this business, so I want this resolved and so far it has been nothing but more complication.
I left Frontier Communications with a $0.00 bal in 2014, yesterday in the middle of trying to secure new rental, my bank alerts me that Frontier has sent me to collections this week July 15, 2020 for 194.00 for an account that does not belong to me and they refuse to rescind although the perpetrator made payments until Mar 2020. I have lived current address for 5 years since Oct 2015 and use ***. I am so bewildered. It is an obvious mistake and they can show no signatures for opening this account.
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Ms. states she was billed for an
account fraudulently.Frontier
has investigated the above statements and offers the following response:Frontier records indicate balance of was referred to an outside collection agency May 30, 2020. Frontier previously advised based on Ms.’s complaint, this issue may be related to Fraud in which she will need to work with authorities to to address the concern. Frontier spoke with Ms. and advised of the above. We
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer
has experienced as a result of the above matter.Sandra
P. Frontier
Executive Relations
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Ms. called immediately and is very respectful, she went to bat to verify that I had not lived at this address for several years. She asked and I sent proof of address with residency of 5 years in a town located at some distance from the city in which this account was held for home internet. She was concientious in calling me back after meeting with other executives that said they would not delete but that I could pursue fraud. I have at beginning of notification from credit alert filed police report and Revdex.com report. I commend Ms. for excellent customer service skills and being very attentive to this matter.
Regards
Frontier
Communications has received notification of a complaint from the above
individual. According
to the complaint:Ms. states she was billed for an
account fraudulently.Frontier
has investigated the above statements and offers the following response:Frontier records indicate balance of was referred to an outside collection agency May 30, 2020. Frontier previously advised based on Ms.’s complaint, this issue may be related to Fraud in which she will need to work with authorities to to address the concern. Frontier spoke with Ms. and advised of the above. We
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer
has experienced as a result of the above matter.Sandra
P. Frontier
Executive Relations
1 week ago my frontier cable (internet) was cut accidentally. I notified frontier and the next day a tech came out and placed a temporary cable on the drive way. She advised the cable would be buried the next day. Of course no one came out, I called frontier communications and they advised some one would be there in a few days. Appointment scheduled. No one showed up, a 3rd time I called frontier, and a tech came out and said some one would be there the next day. Again, no show.
I have an exposed cable lying on the driveway where my children ride bicycles. If they trip over this cable I will Take FRONTIER COMMUNICATIONS TO COURT. this service is unacceptable.
This company provides horrible service. I will be switching companies ASAP.
Thank you for referring the
complaint of ***
to our office for review. We appreciate *** bringing
this matter to our attention.The Complaint states that:*** states that Frontier has not buried a line that is lying on the
driveway which is a hazard.Frontier has investigated the above
statements and offers the following response:Frontier advises that a buried
crew went out and buried the line.*** has
confirmed that the line was buried We trust that this
information will assist you in closing this complaint. We regret any inconvenience that *** experienced
as a result of the above matter
I moved away from my home and rented out the property to another individual. I cancelled all of my service with Frontier (phone, internet, etc.) because I wasn't living there. Frontier did not cancel all of my services and kept a fax line still active. When the renter applied for Frontier services 3 months after moving in, Frontier just added him as an authorized user to my name and my account (that unbeknownst to me was still active because of the fax number that they failed to cancel). I did not authorize this user to my account. Frontier sent bills to the renter's name, and when he moved out at the end of the summer 2019, they transferred all of his last bills into my name and started incurring late fees and bad credit reporting under my name and social security number. After repeated calls to Frontier, they are still refusing to cancel this fax line and disassociate my name and social security number from my renter's Frontier bill. I never authorized the renter as a user. I have made repeated calls to Frontier and Fall of 2019 I filed a dispute and they told me they would let me know in 30 days what the outcome was. I never heard from Frontier about the issue until July 17, 2020 when I received a bill from a collection company.
August 3, 2020Frontier Communications has received notification of a complaint from the above individual.According to the complaint:? Ms. advises she is disputing her bill for services from Frontier.Frontier has investigated the above statements and offers the following response:? Frontier records indicate, Ms. was subscribed to Frontier services which includedtwo phone lines and internet. Though the services were combined bill, the two phoneswere separate accounts. The accounts were main line telephone ***.1 andinternet and the second line account phone number ***.1.? Ms. requested to cancel the main line and internet account March 2019,however the second line remained active.? Ms. was billed for the second line through the disconnection date of April 16,2019. Bill charges totaling $160.08 were referred to an outside collection agency.? Frontier applied full credit of S160.08 on August 3, 2020 to zero out the account. Theaccount was also recalled from collection and negative credit reporting has beenretracted.? Frontier advised Ms. of the above information. Ms. also has been provideda direct contact should she have additional concerns.We trust this information will assist you in closing this complaint and apologize for anyinconvenience the customer experienced as a result of the above concerns.Sandra P.Frontier Executive Relations
Since having Frontier Internet 10/12/18, our service has been down multiple times a day, if not for days on end. Multiple service calls to the company, with reps not able to come out for up to 3 weeks from time of call, multiple tech visits with temporary results, just to call a day or two later with the same problems - no internet connection. They continue to charge us money for our service and we have to wait for hours on the phone for customer service and fight to get our bill adjusted for not having service. The technical support is able to see how we are down multiple times per day, but are not able to adjust our bill. Customer service, who is able to adjust the bill, is not able to see the down service.
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. has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier. Ms. is requesting a refund for service and to have her contract removed. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. reported Internet issues on April 30, 2020. Frontier replaced a bad splitter at the Network Interface Device. Ms. reported Internet issues on May 18, 2020. On May 22, 2020 Frontier fixed an open in the cable pair. Ms. reported Internet issues on June 10, 2020. On June 18, 2020 a technician had no access to the Network Interface Device due to being a gated property. Ms. reported internet service issues on June 23, 2020. On June 24, 2020 a technician isolated and repaired the inside wire and jack. Ms. reported Internet service issues on July 11, 2020 and on July 16, 2020 the technician contacted Mr. and the customer informed the technician that he was going to cancel and to not come to the home for the repair ticket. Frontier advises that Ms. contacted Frontier’s Customer Service on July 17, 2020 and requested to cancel her Frontier service. The disconnection order was completed on July 17, 2020. Frontier also removed the Early Termination fee on the account. Frontier applied adjustments on Ms.’s account of $65.18 on May 21, 2020, June 25, 2020 for $64.59 and July 17, 2020 for $10.78.Frontier advises that no other adjustments are warranted and Ms.’s final billing statement will generate on August 12, 2020.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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
Jeff & Kelley ***
***The small adjustments the company has made does not account for the many many many hours and days we have been without internet. It just doesn't add up to all the downtime of both internet and phone service. We have paid them faithfully since October of 2018 far more to them than the time we actually had service. As well, these adjustments do not account for the lack of phone service that we also paid for the last almost 2 years. The company's account of our calls for down service are limited to just those few dates they mentioned and there are, in fact, countless calls for down service that have been made by us to Frontier since 10/12/18. For example, this year, we made countless calls during distance learning for our children from march - june 2020, when our service was mostly non-existent and our children were rarely able to attend Zoom calls for their distance learning or to get on the internet to see what their assignments were. They were often booted off in the middle of completing an assignment, necessitating that they re-do the assignment (sometimes several times)- as this was the only way the assignment could be turned in. You can imagine how frustrating this period, in particular, was for small children trying to complete their assignments. It was also extremely frustrating for me, emailing teachers, phone calls, etc... trying to explain WHY the children weren't on the Zoom Calls and why their assignments were late. Furthermore, the reps that we have spoken to from Frontier have stated that not every call that we have made in the past creates an actual ticket - therefore meaning not all of our calls to the company were noted in their systems. So their listing a few dates and the adjustments made are insufficient and incomplete. MANY of the technical reps looked at how often we have been down over time, and when they counted on a particular day how many times we were down and for how long, they often came back with multiple times per day for many, many hours. In order to get any credit at all for down time, we were told multiple times that if we had an open ticket, then we would not be able to get a credit. The ticket had to be closed, in other words problem resolved, in order to get a credit. Then when the problem was resolved - often WEEKS later, we'd call back to initiate a credit and they said they were unable to go that far back in their system to initiate the credit OR that the credit deserved was more than that particular rep could give us. That it would need to be looked at by a supervisor who would supposedly call us back. We never once got a call back. The company should honor the fact that we have been extremely patient with them and their reps over the last almost two years and just write off the rest of the bill. Companies often mistake kindness for weakness and take advantage. They really should just do the right thing. Thank you for your consideration.
Thank you for referring the complaint of Ms.
to our office for review. We appreciate Ms. bringing this matter to our attention.The Rebuttal states that:Ms. has been experiencing intermittent speed and connectivity issues with her Internet service from Frontier. Ms. is requesting a refund for service and to have her contract removed. Frontier has investigated the above statements and offers the
following response:Frontier advises that Ms. reported Internet issues on April 30, 2020. Frontier replaced a bad splitter at the Network Interface Device. Ms. reported Internet issues on May 18, 2020. On May 22, 2020 Frontier fixed an open in the cable pair. Ms. reported Internet issues on June 10, 2020. On June 18, 2020 a technician had no access to the Network Interface Device due to being a gated property. Ms. reported internet service issues on June 23, 2020. On June 24, 2020 a technician isolated and repaired the inside wire and jack. Ms. reported Internet service issues on July 11, 2020 and on July 16, 2020 the technician contacted Mr. and the customer informed the technician that he was going to cancel and to not come to the home for the repair ticket. Frontier advises that Ms. contacted Frontier’s Customer Service on July 17, 2020 and requested to cancel her Frontier service. The disconnection order was completed on July 17, 2020. Frontier also removed the Early Termination fee on the account. Frontier applied adjustments on Ms.s account of $65.18 on May 21, 2020, June 25, 2020 for $64.59 and July 17, 2020 for $10.78.Frontier advises that no other adjustments are warranted and Ms.’s final billing statement will generate on August 12, 2020.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
regret any inconvenience that Ms. may
have experienced as a result of the above matter.
I had an account for a landline phone with Frontier while in Leggett, CA. On Feb 28, 2020, I called them to pay my bill and to close my account because I was moving to Salem, OR.
I have continued to receive bills since closing the account. I have attempted to resolve this issue numerous times by phone and email to no avail.
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 cancelled his service with Frontier on February 28, 2020 but
continued to incur charges.Mr. advises
that Frontier needs to clear his outstanding balance in full.Frontier has investigated the above statements and offers the
following response:Frontier advises that after doing a full investigation of Mr.
***’s account, it was confirmed that he called in on February 27, 2020
with the intent of cancelling his service since he was going to be moving out
of the area. Frontier then inquired if
he would like to keep his current phone number and have it ported out to
another provider. The customer was
advised that in order to do that, he would need to keep his account open and
then contact his new provider to advise them that he would like to transfer his
number over from Frontier. The records
show that Mr. decided not to disconnect service on that date; he stated
that he will be moving into his new residence within the next two to three
weeks and that it would be nice to keep the same number. Frontier advises that they do not have a record of Mr.
calling back in to request cancellation of service, and thus he continued to incur
charges.Frontier advises that after an additional three billing cycles had
elapsed, Mr. called in on June 5, 2020 and closed the account. As a courtesy, Frontier has issued a credit
for one full month of service in addition to all late fees incurred by the
customer. The remaining charges are
sustained. Frontier spoke with Mr. on August 5, 2020, advised him
of the above information, and provided him with the remaining balance. 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:
On Aug 5, 2020, I spoke with Mark, a Frontier representative.
He had called earlier, on July 31, and left a message that he was going to be
out of the office for a couple of days and needed more time to thoroughly research
the details of my complaint.During this second call, I was told that he had thoroughly researched
the details of my complaint, then proceeded to reiterated exactly the response
I received from the agent in June, i.e. that I had called on Feb 27th to cancel my account but that when, in the course of the call, I was offered
the opportunity to keep my same phone number, I had changed my mind and decided not to close the account. When I asked exactly what in his research supported his contention that during that call I had changed my
mind, he was evasive. I wanted to know what in his research had verified the scenario
the agent (in the June call} had established so simply because I didn’t have a ‘confirmation
number’. I wanted to know if it was possibly from the agent’s notes from that February
call? … or possibly a transcription from the ‘recorded for quality assurance ‘
call. He had prefaced his remarks with assurances of the research he had done
and I wanted to know where he found anything that contradicted what I knew to be the fact. When I asked
again, a couple of times, he responded with that he couldn’t tell me… that it
was proprietary information.He stated twice that Frontier heard nothing from me
regarding the account after the February call until June. He felt this
indicated my complete acceptance of the hold-the-number-keep-the-account-open
theme, even though I told him that I had in
fact called but had, each time, finally given up after being on extremely long holds.
At the time, I thought it was all due to the juggling businesses were facing
due to the increasing pandemic.He had nothing new to add from his research… at least not
that he could allow me to see. He was polite and apologized for the ‘frustration
with my experience’ but it became clear the purpose of his call was not to
discuss or delve deeper but instead only to offer a deal to close the case.
Closing the case would eliminate the threatened
black cloud of ruined credit, a fact that Frontier seems ready to exploit.I told him that the ‘deal’ being offered, i.e. not paying
penalties on and only being charged 75% of an amount that I do not owe and that I have received nothing for, was no deal at
all.After this call I
remain firm. I would like Frontier to recognize that my Feb 28th call was to pay
the remaining balance on my account and to close the account and that the call
ended with the sole impression given that the
account had been closed. I would like Frontier to void all statements, that were erroneously generated since the Feb
28, 2020 and to acknowledge that there
are no further funds due on this closed account.
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 cancelled his service with Frontier on February 28, 2020 and
should not have incurred charges since then. Mr. that
his balance needs to be cleared in full.Frontier has investigated the above statements and offers the
following response:Frontier advises that upon reviewing the call from February 27,
2020, it was confirmed that Mr. contacted Frontier with the intent of
cancelling his service since he was going to be moving out of the area. Frontier then inquired if he would like to
keep his current phone number and have it ported out to another provider. The customer was advised that in order to do
that, he would need to keep his account open and then contact his new provider
to advise them that he would like to transfer his number over from
Frontier. The records show that Mr.
*** advised Frontier that it would be nice to keep the same number and to
hold off cancelling for now, and that he will be moving into his new residence
within the next two to three weeks.Frontier advises that they do not have a record of Mr.
calling back in to request cancellation of service, so the account did not get
closed until he called back on June 5, 2020. The charges incurred during the billing cycles of March 2020, April 2020,
and May 2020 are valid, but as a courtesy, Frontier has issued a credit for one
full month of service in addition to all late fees. The remaining balance is sustained.Frontier advises that their position remains the same as there has
been no additional information provided that warrants a deviation from the original
resolution.Frontier spoke with Mr. on August 13, 2020 and advised
him 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.
My internet went down on June17 . My internet was down one week before they ran a new temporary line from a different box to my house line box, that was 3 weeks ago the line has never been buried. After 2 weeks and line had not been burier I contacted Frontier and they came out and burier a new line but was not connected up to my house. I call Frontier and they had no ideal what was going on, so they sent out a serviceman. The serviceman said the line had been ran to the wrong box and could not be connect and new line would have to be ran. Every time I mow my yard I have to move the line around . There has been 4 different servicemen out to my house and I still have a problem after 4 weeks.
Thank you
for referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The
Complaint states that:Mr. advises there is a line above ground that needs to be buried. Frontier
has investigated the above statements and offers the following response:July 20, 2020, Frontier spoke with Mr. acknowledging his concerns. After further review, locates have been called in and waiting on Permits from the City of Fort Worth and should have this bored by the end of this week or early next week. July 21, 2020, we contacted Mr. to provide him with the above information. We trust
that this information will assist you in closing this complaint. We apologize
for any inconvenience that Mr. has experienced because of the above
matter. Frontier Specialist: Kevin S. Department: GM Specialist
I ended services with Frontier before the billing cycle and representative of Frontier scheduled the date the service will be off so that I would not get billed for the new cycle. I clearly stated if there was a balance left or any other fee to pay off. She assured me that I had no balance to pay off. A couple of days later I get billed, called to resolve the issue was told since the representative did assure me that I had no balance than I would not have to pay they would just have to go over the audio recording to make sure it was correct. Called weeks again because I never received a follow-up and again spoke to supervisor and was assured she would handle it. Called a 3rd time and representative said no one had done anything but he would take care of it and I should receive a call back soon. Received a letter from the collection agency, they gave no warning and still have not heard from them.
Thank you
for referring the complaint of *** to our office for review. We appreciate
bringing this matter to our attention.The
Complaint states that:Mrs. was advised that she would not be charged for services after April 27, 2020. Frontier
has investigated the above statements and offers the following response:After further review, it has been determined on April 26, 2020, customer was advised by representative that she wouldn’t have any charges after April 27, 2020. Mrs. was billed through May 26, 2020, so we issued a credit in the amount of $50.77.July 21, 2020, Frontier has advised Mrs. account has been credited to a zero balance. We trust
that this information will assist you in closing this complaint. We apologize
for any inconvenience that Mrs. has experienced because of the above
matter. Frontier Specialist: Kevin S. Department: GM Specialist
I paid $90 after being told it was $75 for deposit. I then had install weeks later and services were working for an entire three weeks! I called for 800-821-8101 for technical help. We went through all processes and still no working service. They explained it would be at least 1 week before a tech could come out to look at it to tell me it’s not working! I explained I am saying it’s not working. My word didn’t matter! Said I would have to pay again for tech to come out! I have my first bill due July 24 and it includes the $75 installation fee so it totals $144. I asked for management and was told I had service for 3 weeks so the $234 was for that 3 weeks and they cannot do anything until a tech comes out! I asked if unable to have services I wanted refund my deposit and that was not an option! Long story short after one hour and 24 minutes on the telephone I was basically told I paid $234 for only 3 weeks of service because it worked for that long..... I asked for email or documentation stating they are unable to provide service to my home and was denied. Frontier is the only internet company for our small town due to some contract and I cannot get any other but thought if could get something says they cannot provide to my home I may be able try get another company. I’m so very upset to been treated this was and how they could feel paying $234 is correct for 3 weeks of service
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Ms. advises that was advised of the wrong amount for deposit.Ms. is disputing the monthly billing statement. Ms. stating services stop working after 3 weeks of services. Frontier has investigated the above statements and offers the
following response:Frontier advises that the customer’s credit score determines if deposit is required. On June 8, 2020, Ms. advised the wrong amount was advised for the deposit however customer did not cancel order and had services install and paid deposit. Frontier also advise that customer is billed a minimum of 30 days for services. Frontier records reflect trouble tickets was reported on July 16, 2020.Frontier records reflect technician was dispatched on July 18, 2020 and issued was resolved. Frontier records reflect credit was issued for time out of service from July 16 – July 18, 2020. The credit was for $3.51. Please allow 1-2 bill cycles for credit to reflect on the customer’s billing statement. Frontier representative tried to contact customer however customer would disconnect the call. If Ms. have any questions she can contact the Frontier specialist at the number below.We trust that this information
will assist you in closing this complaint. We apologize for any inconvenience that Ms. Lindley
has experienced as a result of the above matter.Frontier Specialist:
Tocoma K. Department:
General Manager
Over the last three years of service we have received nothing but intermittent internet, slow speeds, lack of customer service, and wasted over 200 hours of time dealing with the issues. Whether it be waiting on hold for hours to talk to a representative, taking off work to be at the home for a service repair and they never show up and do not call to tell you they have cancelled, or several different parts of your company not talking and showing different things in the system, it all is a failure. For the past two months I have tried to get a second internet line to my home and I have spoken to over ten different people about it all telling me different things and all making false contracts. This company is by far the absolute worst when it comes to customer service, service in general, and customer sanctification. You in no way should be allowed to provide services to a consumer.
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 been experiencing intermittent speed and
connectivity issues with her Internet service from Frontier.Frontier has investigated the above statements
and offers the following response: Frontier
advises that actual Internet speed at the service address, and the ability to
access various Internet services will vary as a result of connecting Wi-Fi,
multiple users or devices on the same account, distance to serving facilities,
the capacity, performance or limitation of inside wiring and personally owned
equipment. Additional information is
available to customers at https://www.frontier.com/nyinternetdisclosures.Frontier
is continually working to improve its network and its customers’
experience. However, Frontier has no
specific plans for upgrades in Ms.’s area at this time.Frontier
dispatched a technician on June 24, 2020 and repaired cross in the serving
terminal. Frontier is providing the
fastest Internet speed that it can provide at this time.Frontier
spoke to Ms. on July 17, 2020 and communicated the above information with
direct contact information.Frontier
will continue to work with Ms. with regard to an additional Internet installation
at her residence provided facilities are available.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
Internet based stopped working today. Internet was just installed on July 7 2020 with installation fee of $75. I was told my the tech support that the port was not enabled. How is that even possible when had internet since july 7 2020. Also plead note I had connectivity issues on day one.
Frontier CommunicationsThank you for referring the
complaint of *** to our office for review. We appreciate you
bringing this matter to our attention.The
Complaint states that: Ms. is advised her internet services were not working.Frontier has investigated the above statements and offers the
following response:Frontier advises as of July 21, 2020, a technician was dispatched to repair Ms.’ internet. Frontier records reflect a credit has been issued for the time out of services. The credit amount is $75. Please allow 1-2 bill cycle for it to reflect on the customer’s bill statement. Frontier representative have advised Ms. of the above 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.Frontier Specialist:
Tocoma K. Department:
General Manager
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
DISGUSTING BEHAVIOR FROM THE CUSTOMER SERVICE!!!!!!! I WAS JUST CALLING FOR QUOTE AND GOT SUCH INCREDIBLY HORRIBLE TREATMENT I HAD TO HANG UP THE PHONE AND CALM DOWN. THIS HAPPENED ON 2 SEPERATE OCCASIONS. I CANT IMAGINE HOW THESE PEOPLE ACT FACE TO FACE IN YOUR HOMES
I have not had service since March 1, 2020. I have asked repeatedly for them to closed my account and give me a refund for my "credit". However, I still get bills with negative balances and when I contact them I get a different story. I just want my money back.
Thank you for referring the complaint of Ms.
*** to our office for review. We appreciate
Ms. bringing this matter to our attention.The Complaint states that:Ms. advises that she has been waiting on a refund.Frontier has investigated the above
statements and offers the following response:Frontier advises that the final bill must process before any refund request.We have set a follow up to review after the cycle date.Frontier spoke with Ms. on July 16, 2020, and advised of the above. 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.
Frontier Communications internet service is not working. It cuts out multiple times a day for long periods of time. We are trying to run a business. We have tried multiple attempts contacting their technicians for assistance. They have not helped. One technician tried to say we had too much WIFI connected. We had 1 Laptop and 1 cell phone. Many times you try to call tech support you wait for long periods then are either hung up on, or there is just silence on the other end.
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.
*** states that their internet service is not working and cannot get any
assistance in getting it repaired.Frontier has investigated the above
statements and offers the following response:Frontier has investigated Mr.
*** complaint and advises our records show a repair ticket entered on July 30,
2020 and repaired on August 3, 2020 as a programming issue. Frontier advises an
additional repair ticket was entered on August 6, 2020 and repaired on August
7, 2020 for a bad aerial conductor. Frontier has issued an
adjustment of $21.00 for the time out of service for the two trouble tickets on
record. Frontier has made several
attempts to contact Mr. regarding this issue but has been unsuccessful in
speaking with him further. Frontier has mailed Mr. a letter with direct contact information if he needs any additional assistance. We trust that this information will
assist you in closing this complaint. We
regret any inconvenience that Mr. may
have experienced as a result of the above matter.Frontier Specialist: Christopher
C*** Department: Consumer
Relations
Frontier fails to consistently provide the bandwidth I am paying for. I have escalated and spent countless hours on hold only to be hung up on or mislead.
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 experiencing service issues with Frontier internet.Frontier has investigated the above
statements and offers the following response:Frontier advises a fiber optic cable was cut and has been repaired.Frontier has provided the appropriate out of service credits for Mr..Frontier spoke to Mr. on July 20, 2020 and verified service was restored July 17, 2020. Frontier provided our direct contact information if Mr. needs any further assistance. 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.