Frontier Communications

All *** client were transfer to Froniter over seven years and the service received from Froniter has been less the professional. Since that transfer I have contacted frontier for repairs on ever service that we have with them (phone, Cable and internet) at least 35 times with only temporary repairs and by temporary I mean that they would at have to come back with in that week twice. I allowed Froniter to come out to our home when I attempted to cancel service on more time after already haven them out twice that week to repair their products. We’ll, its been two weeks and we are back to square one. I was told by Jim D (158) the supervisor that I could cancel services but, I would pay until the next month cycle starts. I was told by Angela (***), that prices with their products change just like the prices change in a grocery store. I am a 15year client and inspire of the lack of service from one company to another they have been given multiple chances to get this right. I have gone 12 months with their product working some of time. Leadership needs to take a look at the number of times they have been in my home without repair their products and correct the problem.

POOR SERVIE REPAIR

I am paying for 6mbps but have only been receiving 1.3. I am told it is because the area is too congested. They should not have that many customers on their network if they cannot support them. It is infuriating that I am overpaying month after month for spotty internet that isn’t even a speed I am contractually promised.

I cancelled my service on October 1, 2019. I have a $9.87 refund coming from overpayment on the last bill. I was told I would get the refund in 2 weeks. To date I have not received the refund. When I call, I was told I need my 5 digit pin, which I do not remember. My account is closed and I cannot even get into the account to reset the pin. No one will help me because I do not have pin. I asked for supervisor and got the same answer. I cannot get any response from an email I sent either.

I have not had internet service since November 11, 2019. Frontier told me that they could not get to my house till Nov 22. They did not show up. I have been reviving text messages that they are sorry for the delay. I have taken time off from work because they say that they will be to my house between 1-5. I have called the office of the president and all they can tell me is that they are sorry. It has been over a month. They do not seem to want to help me or try to figure out the problem. I was told that 1500 feet of wires need to be replaced. I gave subscriptions that require internet service. I am tired of hearing I am sorry and I want my internet fixed. There is no other option where I live for an internet provider. Frontier is wasting my time and money and all they say is I am sorry. They are busy. I have lost time from work waiting for them. The us very poor customer satisfaction.

From the first month I received service from Frontier I’ve had nothing but problems! To start with I was given an “enhanced wife router” that was $200 that I never asked for but was given with installment! So, my first bill was wrong and was never resolved! I had called multiple times and spoke to multiple people who all had different things to say! Some said I couldn’t take it off of my bill because it was the standard router that came with their service and others told me I was the first to order the enhanced router that they had heard of! After months of calling I finally disputed my account and the put it on hold! I haven’t even had internet with them since I’ve had service with them but still have a whopping 300 dollar bill! They keep telling me when I call that it will get taken care of and it is still on hold and that is takes a while for it to get disputed! The last time I even tried to mess with it, because I’ve given up at this point, was on October 15th at 10:40 in the morning and spoke to Jesslyn where she said she had “Notated my account!” The supervisor Tarrace gave me the confirmation numbers “S/***” & also a conformation number “1/***!”

I had a business years ago and had to set up a business account for a static IP address, I no longer needed the static IP address and called frontier to cancel the business account and switch to residential. The rep told me that I had to wait until my contracted end and they would automatically switch me to residential. They did not do this and automatically renewed my business account and I can not get out of it until 06/2021 without a $1500 cancellation fee.

We have used frontier Internet for many years, being in a rural area, the max speed that we have typically received is 3.6 megs per second, there was a mixup with our debit card account and the auto pay did not happen and our service was discontinued, we promptly paid after realizing this mistake, (Thursday) but the Internet at that point was dismal at best, the service speed was more like dial-up, and we waited a day or two, to see if it would work itself out then contacted the Tech-support on frontier.com, and the associate I texted with, said he was contacting corporate in New York, who then reported that we were unable to receive that speed of Internet because other people were using the Internet, we tried to respectfully disagree and say that in the past that was what we did receive most of the time, so what could’ve happened other than the Internet service being shut off, that would change our speed? We asked for a trouble ticket to beOpened and a tech sent out and they refused saying that there is no way we would get that speed of Internet even though we have always had that speed of Internet, it is extremely frustrating. our son is homeschooled and utilizes the Internet to do his schoolwork, and he has been unable to do so here,since Thursday but he has the rest of this past school year had no problem doing it, so I refuse to believe that it is just a blanket statement of, “ you can’t get that speed” when we have had that speed for years and years..also to be dismissed as if we were not aware of the speed that we receive, was extremely Insulting and unacceptable we just want to tech to come out, we said we would pay for the tech to come out and they still refuse to send anyone.

I have had Frontier Internet and phone services since October of 2018. I had issues with them initially getting the run around for set up. I work from home so Internet services are imperative. Since my cell company has little to no service at my new address a home phone also became imperative. My mom had stage 4 cancer and I was the primary person taking her to appointments and treatments. I have severe anxiety which also makes it imperative that I am able to reach someone if I have a panic attack. The severity level of them varies, but the worst ones cause me to have major complications breathing and I sometimes become physically ill impairing my capability to do normal daily activities. I lost both my Internet and phone services on the afternoon of 12/13/2019. I called them as soon as I was able to find a spot in my home that my cell service worked. I explained to the representative that I worked from home and needed my service restored ASAP. Without Internet service I would have to go into the office to work. My husband is self employed and has no vacation so it would cause us financial hardship if he stayed at the house. I depleted my PTO taking my mom to appointments and treatments throughout the year. They gave an appointment the next day between the hours of 8am-5pm. I explained some of the above situation to them and asked if they could please give us a smaller time frame. They claimed that was not possible and I was advised that if I escalated the situation it wouldn't make any difference. I lost my cell signal while speaking to him and went into a severe panic attack over the situation. I did however get a text asking me to confirm the appointment for the next day, I promptly replied the appropriate response to keep the appointment. On Friday morning 12/13/2019 my Internet service was working again but I still didn't have phone. I didn't advise them of this because I still needed it up and running. The Internet went out again in the afternoon, and at around 3pm I tried to call them. I finally got through to someone around 4pm and they said my ticket had been cancelled, but there was no reason why it was cancelled. They then proceeded to tell me that the next time a technician could come out was 12/23. That is more than a 10 day span without any services. I explained some of the previous issues and when the representative saw it was their error that my ticket was cancelled he reached out to dispatch to try and get someone to come out the next day. Unfortunately during this my cell service dropped and I lost the call. I tried to get back to the person but wasn't able to. My husband was then home from work and he called them. He was also unable to reach the person I had been speaking with and proceeded to explain to the representative what had transpired and what the previous rep was attempting for us. They again advised that it would be 12/23 before anyone could come out to restore our services. However, they would "try" to get a tech to come out the next day. That the technician would call before coming, my husband gave them his number. I got a text the next day stating a technician would be there 12/23/2019 between 1-5pm. I have already explained why my services are imperative and I have already been advised that escalating the issue will not make a difference. Unfortunately, they are the ONLY Internet provider in my area that can support a work from home set up. I had already tried to switch because of the issues that occurred when trying to initially get set up for service with them. There was an on line promotion when I signed up as well and I was supposed to get a $100 *** Gift Card after 90 days of being signed up. I had called several times after signing up to verify this. After the 90 days passed and I hadn't received the gift card I called and was advised there was no record of it, my previous calls to verify it or anything. I had unfortunately deleted the screen shots of the Internet promotion because the previous call I had to the 90 days the representative had confirmed all the information was there. This is the most crooked business with the worst customer service that I have ever had to deal with. We advised them that they need to credit our bill for this time. From the other complaints on file about this company I thought I better mention that now as well, because I am sure to have a major issue with this as well. My anxiety had been getting better but this episode has escalated to levels I haven't experienced before. I don' t know any company that would make a customer wait more than a day to come out and restore services to a paying customer. I think they know they are the only carrier to support certain types of needs, such as work from home and allows them to treat their customers however they choose, which is poorly. In addition my son came home for holiday break on Saturday and requires Internet service as well. My son is computer programming major and has projects he is working on for school. If not worked on for that period of time it would be impossible for him to catch up. He had to go stay at his grandparents because of this. In addition to everything else I am losing time with my son that I will never be able to get and you can't put a price on.

I was contacted by Frontier Communication in November about updating internet services. We had set a date for the service on 12/13/19. I was given a window of between 1 and 4PM. I was contacted multiple times via text message to confirm the appointment.. I confirmed the appointment at least 3 times, twice on the day of service at 12:40PM. I was there on time. I had to take time off from work and drive and hour and half to be there on time.
About 4:10PM I called Frontier to see if the appointment was still going to be made and I was assured by the customer service representative that it was. I even gave her landmarks, to find my house, given the rural nature. Again, she assured me my appointment was still in effect. At 5:20 I called back and I was now told that my appointment was cancelled and had to be rescheduled. I asked to speak to a supervisor. She informed me all she could do was reschedule the appointment. I asked if the appointment could be for the following day, Saturday, I would wait till the next day. She was not accommodating and could only give me a weekday appointment. I explained to her, again, I had already taken time off from work but she did not appear to care. I asked for a hard time for the next appointment and all she would do, again, is give me a "window". If they cancelled my appointment once without any notice, what assurance do I have they would not do this again. She would not answer this.
I am very frustrated with Frontier Communication. I feel they were not forthcoming about the appointment and they did not communicate with me concerning the cancellation. I had to call them. They did not try to accommodate me at all for the time and inconvenience.

I ordered internet service from Frontier via their online chat system. I still have the transcript from this conversation. I was offered self-installation of the router during this chat conversation and never once was the issue of the type of connections discussed. I was totally ignorant of what would be involved and simply excited about not paying for the installation, the representative offered it with the incentive of waiving a fee, but, again, did not disclose what this would entail physically. I was told a specific date my router would arrive in the mail. The date came and then passed with no delivery. I then called Frontier to check on the status of my order. The representative I spoke with informed me my order had never been placed and they could not find anything regarding my service, a shipping date for the router, etc. The representative I spoke with re-ordered my router and service on a rush. Again, no details were given regarding self-installation. The equipment arrived and I realized the connections would all require telephone style wall jacks. I do not have any of these connections in my home. I called back to Frontier and explained to the representative the type of connections I have in my home. The representative then told me I would have to have a technician come to my home and install the wall jack connections. This representative asked if I had been told what type of connections were necessary. I told her no, and offered to email her a copy of the chat transcript from my original order. She declined and let me know that she was ordering a technician service call for me and that I would not be charged for this service. She gave me a date and time frame. At this point I have been without internet for at least two weeks. The date where I expected the technician came and passed, with no one showing up at my home. I wasted my entire afternoon of work waiting for someone to show up. I called back the same evening and was told that they could not find an order for this service. Once again, my order had been "lost". The representative told me that I would have to wait 3-5 business days for a new technician to come to my home and that I was going to be charged. I declined and stated that I would rather cancel my Frontier service and return the router and equipment because the whole process and experience had been extremely difficult and a terrible inconvenience. This representative cancelled my service and told me that I would be receiving packaging and a label to return the router and other equipment. I received an email confirmation for cancellation of service. I then received a bill for around $122 dollars for internet service, having only had possession of the router for a matter of days. I called about the bill and was told it "should go away when they receive the router". I asked for tracking information for the packaging and label and was told it was not yet available. Since then, I have called 4 times to ask for packaging and label or at least an address so I can package this router up and return it myself. Most of those calls have included the representative telling me they did not have tracking information for the packaging and could not give me an address, that I needed to wait 3-5 more business days and it should arrive at my house. Today, as I'm typing this complaint, I have been battling with a customer service representative to speak with a supervisor for 56 minutes and 32 seconds. I was told today by the representative that I would not be able to return my router and that the fees would not be waived because, since the router arrived successfully at my house, the month's worth of service I am being charged for has been completed. I have no way of installing the router, no technician has come to install, literally no internet has been used. The service has been cancelled and Frontier is refusing to waive the fee and I am still waiting for a supervisor. I want my bill waived and I want an address to send this router back to. As of today, from my initial order I have been without internet for 1 month and 15 days.

Frontier communications overcharged me every month.
I was quoted $116 per month for phone internet and tv, every month I was charged $ 176.
In addition to that, their service constantly was glitchy and having problems.
I turned off my WiFi in my house in order to access the internet.
I took me six calls at at least four hours of my time to cancel service.
I have learned now that they are LEGALLY stealing from my family by charging me through the rest of this month despite me not having their service any longer.

I will continue to fight and bring about a class action lawsuit about this absolute unfair billing practice.

They charge me $75 to install service of which I was forced to go somewhere else bc
1) their service was incompetent
2) I was being overcharged every month
3) obviously I only had the service for a little over two months and was misled that their service was sufficient and priced affordable.
4) they charge the consumer to make a phone payment—even through their automated system.
I am requesting an entire refund of all monies at the very least the unfortunate installation fee and the last month of service.

-Ordered services, they continued to lose my account, started Nov 1st on December 10 after call tracking begging for internet and modem to be delivered and set up they still had not provided service strung me along told me would be another 10 days. I called 6 times in this time frame finally I cancelled plan, asked for and have confirmation of "refund" because they were charging my account took 1.5 hours to cancel and get refund. Then they told me the modem was still being sent and they couldnt do return label. Few days later they tried to charge my credit card that was set on auto pay for the bill (I never got service, didnt have modem and have a refund credit cancellation on this account but they still tried to charge me. However my bank card company had sent new cards to everyone so the card I originally set up was unable to charge. When I called to find out why they are still treating me like a customer they now cant get into my account or find me. I called to get modem returned and they make me hold and wait because now on my 6th call they wont bypass there systems and apparently no supervisors or anyone with authority could helps me. I plan to take box to my closest location. This is bad business practice to never give me service, make me wait, waste so much of my time for NOTHING and now I have to spend gas to get there and they are still trying to charge my card!

My Internet was down for a total of ten days all in the last month. This was from Nov 15th to the 18th and from Dec 6 to the 11th. On top of this, my Internet has always been slow and it cuts out and re-connects everyday and yet I pay probably one of the highest prices in the country for hard line phone and Internet. I really don’t have many options as I live in a very rural area of southern Oregon where cell towers don’t reach and Frontier Communications knows this because their prices keep going up (and service goes down) while cell phone prices drop. And yet, they still have not installed fiber optic lines out to my area for faster speeds. To add insult to injury, now they outsourced all their technical and billing departments to overseas ( India?) and so now it’s almost impossible to even communicate with them. I spent over on hour on the phone in the last month with people who could barely speak English and they did not solve my Internet problems. When a technician came out to my house the first time, he found the problem down the street in the junction box. The same problem happened a few weeks later and this technician said that the last guy did sometime wrong because he was on loan from Portland and didn’t know the area.
I make my living on the Internet selling in several different venues and to have it down during the Christmas Season is a MAJOR financial burden to me. I’ve suffered hundreds of dollars in lost sales and I lost customers as well because I was unable to respond in a timely manner (twice I drove on a 60 mile round trip to visit the library to get on the Internet).

I would like a $50 credit to my bill for the time my internet was down and I would like a reduced monthly charge for a very slow and sub-standard Internet Service.

I have been trying to cancel my internet service with Frontier Communications they said they cannot cancel our account because they need a PIN number to verify our account which is on a paper bill. The house which we recently sold, has been a rental home for the past five years but has not been our mailing address. We moved into another home one year ago but have never received a paper bill at this address. The customer service agent told me he can mail me a bill with the PIN number but when I asked what address he would mail it to he said he could not tell me because he couldn't share account information with me nor will he just send it to my home address since it's not associated with my account. So they will not cancel my service which is on direct draft from my bank account, they will not send me the PIN number, and they will not send the PIBN number to my home address. Therefore making it impossible to cancel my service.

I canceled my service in Au*** phone didn't work when it rained and internet constantly went out. When I called the first time they said I should not owe anything because it was before the billing. I went online and saw a charge for Sept. I called and was told again I shouldn't owe. Now I have a charge plus late fee. I call again and was told if I paid it I would not get a refund even If I didn't owe it. So it kept saying I owed so I called again and was told the bill was for when I did have service so I paid it. Now I have 0 balance . Pretty soon it shows that I owe plus another late fee. I called again and was tole even though I called and canceled in Au*** and service was Off no phone no internet. Frontier didn't cancel it until Sept around 2nd week. I was told again I probably didn't owe it but they would send it to the higher up and request a final bill. The final bill came through collection agency saying it was going against my credit and that I owed $117.07 when the bill was always $92 so not sure how they came up with that. They said it was from early cancelation. We only had Frontier from the time they took over however many years that was. The phone and internet are horrible and the service department is even worse.

I ordered frontier service in Oct 2019 got my service was promised a certain speed they then thought a 2and box would help and then received communication that it would not help. I cancelled service as I didnt get any service what so ever, and was told that it would be backdated and all credits would cover the balance and that if I get one to call them back. I have received two notices now and the last time I called and thought we all had it taken care of, today when I call I get transfered 4 times and ending with the final woman who then proceeded to call me a *** and hang up on me. I am beyond fed up. I was promised multiple things that none have happened as of yet.

For three consecutive weeks I called to report frequent disconnects (30-40 per day) and slow speeds (less that .5 Mbps). Each time the customer service representative confirmed that there was trouble with the line, and scheduled a service call with a technician. Each time the technician failed to arrive (three scheduled visits missed). Each day, after the technician failed to arrive I called frontier, and was told that the technician would arrive at a later date. After three weeks our service has not improved, no technicians have arrived, and frontier has scheduled no further action.

I have been waiting for a credit adjustment since August. They continue to send me emails letting me know the adjustment is still under review. In the meantime, they are charging me late fees for not paying the bill. An amount of $80.00 has increased to almost $430.00 while they have dragged their feet in adjusting my bill. I was quoted one price and charged another price that I did not agree to and then charged late fees for not paying. Now they are threatening to cut off my service. I have called every month since August and am told every time that they are working on it. I have spent 3 1/2 hours on the phone today trying to resolve the situation and have had no help. They speak to you for awhile and then say you are with the wrong department and then transfer you somewhere else. This cycle continues for as long as you are willing to be on hold.

The customer when dead on Wednesday, December 11, 2019 and called the company customer service the next day. She request for a technician to come out on Thursday, December 12, 2019 and no one came. The customer need someone to come out and fix the phone immediately. There are two elderly people that are living in the home and there need the phone to be fix to communication with people outside.