Frontier Communications Reviews (4127)
View Photos
Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
Phone: |
Show more...
|
Web: |
|
Add contact information for Frontier Communications
Add new contacts
ADVERTISEMENT
the unreliability of Frontier internet/Wifi service is unacceptable. Over the past 3 years I have had to call numerous times because of no internet and or phone service. It's obvious that Frontier has no intention of updating our lines and continue to patch up our service until the next time. There has been many times that I have to go to a friends house to do my banking etc because my service is out.
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 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 Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time
Frontier is providing the fastest Internet speed that it can provide at this location at this time.
Without waiving any rights, Frontier is providing Ms. with discounted Internet Max monthly $9.99 pricing.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Ms. area at this time.
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.
Horrible serviceInternet goes out frequentlySometimes takes weeks to get someone out herePaying 45/mo for bad internet & bad service 'Will not upgrade service or equipmentUlten? you test it, we are getting .37 mbps & that is on a good day
Frontier records reflects that there has been no Internet trouble reported since August 2019; therefore, a request has been submitted to have a Technical Support Specialist contact the customer to assist with the frequent disconnects. Frontier advises that Internet service speeds are based upon many factors, including, customer location, customer equipment, and WiFi network interference. Customer speeds may vary over time. Frontier has investigated Mr.’s account and has determined that Mr. resides in an area where high Internet usage during peak periods could be affecting Internet service speeds.
Frontier is providing the fastest Internet speed that it can provide at this location at this time. Mr. and Mrs. are provisioned at 1.344M.
Mr. and Mrs. are eligible for the $9.99 pricing that the Attorney General’s office negotiated with Frontier. The price decrease will appear in the form of a credit on bills starting with the January bill cycle. Mr. and Mrs. qualifies for the credit because they subscribe to Frontier Internet Max service and their service is provisioned at 1.5 Mbps or below. We regret any inconvenience that Mr. and Mrs. may have experienced as a result of the above matter.
I closed my account due to moving at the end of July. They did not actually close my account until 3 weeks later. They expect me to pay for the entire month even though I canceled a week I to the new billing month. They said I was billed ahead of time and they they can't fix the bill for the 3 weeks I did not have service. Now 5 months later they are trying to collect an additional $400 for equipment they told me to throw away. They said I had received the equipment from *** before they took over and that it was so old to throw it in the trash. Never once did they being up this issue when I called them to try to fix my bill. Now they have sent a bill for $577 to collections. I'm being harassed many phone and email by the collections department. This is the 1st I am learning about them trying to bill me for the equipment.
Frontier has investigated the above statements and offers the following response:
· Upon investigation, Frontier advises on each billing statement the following notice is provided: Upon termination of service, you must return equipment owned by Frontier.
· Frontier advises that failure to return Frontier equipment or returning equipment in a damaged condition (subject only to reasonable wear and tear) will result in the imposition of an equipment fee that may be substantial.
· Frontier confirms due to isolated consultant error Ms. was advised she did not have to return the equipment; Frontier advises that a full adjustment was issued on the account to cover equipment charges
· Frontier advises that prior to termination, Ms. was billed (and thus incurred charges) through the end of her billing cycle.
· Frontier advises that television services receive per diem credits from the disconnect date to the end of cycle billing. Non-regulated internet services are not eligible for per diem credits.
· Frontier advises due to isolated error the television services were not prorated and the appropriate credits have been issued to the account.
· Frontier advises the final balance owing on Ms.’s account is $65.86 and has notified the outside collections agency.
· Frontier attempted to reach Ms. to advise of the above but was unsuccessful. Frontier did leave a message for Ms. that included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Dawn *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I was a frontier commuicatons customer and recently this year I upgraded my interent services. They came out installed it and it was working for about 24 hours of less and then I didn't have internet services. I waited a week they came back out replaced the internet box and again worked for about 24 hours or less and again no internet service. So I called and called spoke with several people not one of them could help me just made promise after promise on how my bill would be credit. Finally after a month of not have internet service but still getting charged for it, I found another internet and phone provider. I sent frontier back all their equipment, no final bill was sent to me and now here we are 3 months later and I get a credit collections letter in the mail for the final amount due on this account. I think this company is out to rip people off and I have to pay it cause its now affecting my credit. I am so beyond mad and don't understand how they can continue to do this to people and get away from it. I will not refer anyone to this company their customer service is horrible. I went with a satellite company and I suggest others do as well. And of course Frontier is still no help even after I was promised a credit to my bill time and time again. They make promises to customers that they never intend to keep.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and has applied a one month credit for Internet service to her account.
Ms. still has a remaining balance for charges from *** Network and Frontier voice services. *** is automatically paid by Frontier so any charges on the Frontier billing is owed to Frontier.
Frontier has notified Ms. via email and provided direct contact information if she has any further concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I signed up for Frontier internet for $39.99. I read all the fine print and spoke to customer service reps who explained that my total costs would be in the range of $53. $39.99 + $3.99 Internet Infrastructure Surcharge + $10/mo for their router or purchase for $200. I chose the rental option for $10/mo. We even agreed to a lower installation fee of $25 versus $75.
However, the installer never provided a router, but instead just plugged it into mine. I was receiving 350mbps up and download. Great! However, Frontier still wants to charge me $10/mo for a modem that I do not have.
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. states that Frontier is charging him $10 for a modem we did not provide.
Mr. also states that a Frontier technician connected his Internet using his own modem.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Mr.’s account and found he was never provided a Frontier Modem.
Mr. does understand that Frontier equipment should be provided with every service. Our advertising and our residential Internet terms and conditions make it clear that a customer may choose to use their own Modem, but Frontier will not support it if there is an issue.
Frontier does value Mr. as a customer and has provided direct contact information if he has any further concerns.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Service was cancelled on account 10/1/10. Bill received in Nov. showing account was still active. Called beginning of Nov and worked with a customer service agent who confirmed she was cancelling the account, saw prior communications made in Oct to cancel account and credited me the Nov charges. Received another bill from Frontier for Nov for "past due amount" as well as a new bill dated for the period of 11/28/19 to Dec /23/19. This new bill of $56.30 is for a current months use. I called and spoke with customer service this am and was told the following... that despite the account showing as "cancelled" and cancellation date of 10/1 I still owe for the Nov charges. Further the customer service agent I spoke with should not have offered me a credit for the month of Nov as it was not a service I used. In terms of the new bill the customer service agent denied that I was being billed for Dec despite having an actual bill for Dec in my hands, showing an active account.
I asked if they would guarantee me the account is closed and was told YES but they do not have a cancellation # for me. They are refusing to credit me for services post 10/1/19 cancellation. To add to the confusion, my account number is now assigned to a phone # that belongs to the new home owner of the home I sold, at the address I previously resided in until Aug 2019, where I had received their services. The pin # currently on the account is not one I picked or that was on the original account.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention. The Complaint states that: • Ms. states she had requested to disconnect her Frontier service as of October 1st, 2019. • Ms. states she has been billed additional months charges for service after she requested to disconnect service. • Ms. requests balance of $56.30 be waived. Frontier has investigated the above statements and offers the following response: • Frontier records show that Ms. did contact Frontier to cancel service as of October 1st, 2019. Confirmation of disconnect order placed per customer request is 39316094. • Frontier records do indicate Ms. was advised of a $9.99 broadband disconnect fee at the time she requested to disconnect service.• Frontier has decided to issue a credit in the amount of $46.31, which leaves an owed balance of $9.99 for the broadband disconnect fee Ms. was advised of. We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. Cole has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
I'm not sure if I have the correct Frontier location but back in August I believe was the month our internet service was down for over a week. I contacted Frontier multiple times that week and they couldn't get someone to come out and look at the issue. Finally got a service repair scheduled after that week and the repair guy states that he came out but no one was home. My husband was there and no one knocked at the door. Therefore to us no one showed up nor fixed the issue. I contacted them asap and got nowhere so they planned for another tech to come out 3 days later and no one called or showed up. After almost 2 weeks with no internet that I was still paying for! After two weeks of this going on a tech came out and resolved the issue and said that we wouldn't be billed for this. Here I am now in December still being charged for this and after contacting Frontier every month about it they will not do anything about it and called me a liar and their tech the first time did come out and that's what our charges were for. If a tech came out why didn't he knock or fix the issue? I refuse the pay for these charges and not to mention didn't have internet service for more than 2 weeks. They have the WORST customer service staf
!
Frontier Communications
Thank you for referring the complaint of *** to our office for review. We appreciate her bringing this matter to our attention.
The complaint states that:
Ms. states that in August her Internet service was down for over a week. After getting a hold of Frontier a repair ticket was scheduled and the Frontier technician came out after being 2 weeks without Internet service.
Ms. states she has never received credit for time without service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the last repair ticket on file was made on July 24, 2019. The technician was dispatched on July 29, 2019 and the trouble was found to be a short in the pair. Previous to this a repair was entered on July 20, 2019 and cleared on July 24, 2019. The technician was at the home and had no access to the home, a door tag was left and the customer was billed an isolation fee.
Frontier has attempted on numerous occasions to reach Ms. and has been unsuccessful in reaching in her. Multiple messages have been left and a letter has been mailed with direct contact information.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Sarah H Department: Consumer Relations
There was someone home for the initial repair and no note was left on the door!!! When the second repair guy came out and fixed the issue stated that we would not be billed for this. 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
Frontier Communications
Thank you for referring the rebuttal of *** to our office for review. We appreciate her bringing this matter to our attention.
The rebuttal states that:
Ms. states that in August her Internet service was down for over a week. After getting a hold of Frontier a repair ticket was scheduled and the Frontier technician came out after being 2 weeks without Internet service.
Ms. states she has never received credit for time without service.
Frontier has investigated the above statements and offers the following response:
Frontier advises that the last repair ticket on file was made on July 24, 2019. The technician was dispatched on July 29, 2019 and the trouble was found to be a short in the pair. Previous to this a repair was entered on July 20, 2019 and cleared on July 24, 2019. The technician was at the home and had no access to the home, a door tag was left and the customer was billed an isolation fee.
Frontier stands by their original determination and advised of the above.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that Ms. may have experienced as a result of the above matter.
Frontier Specialist: Sarah H Department: Consumer Relations
Frontier Communications is TERRIBLE! We have no other options for DSL internet where we live and they take full advantage of us. Our internet went down 11/26, was told they'd come fix it on 12/6, no show, told 12/7, no show, now I'm told it'll be 12/24, a month with no internet service and I doubt they'll even come. I've heard of several others in our area that have been without internet for 30+days with empty promises of arrival. Frontier Communications received government funding to expand DSL to us rural residents but unfortunately can't support their customers in a timely manner. They need to hire more field techs to support the tax payer funded expansion. It's no wonder their stock price is less than $1 and they can't make money. They haven't figured out that they need customers to generate revenue. The only ones they are keeping are those with no other options. If you have other options avoid Frontier, they are terrible.
There are two issues. Frontier has a monopoly on lined internet in my area. Back my street they own and control the only lined internet service that will come here. All they offer back here was up to 18 mbps. They charge the same price as they charge for highspeed internet in other areas getting over 100 mbps. Secondly, I agreed to pay 44.99 a month for 18mbps. When they came out to install the internet they then told me they could only set me up on 3 mbps, because theyre out of port space. They said theyd have enginering teams look at updating this, but I called back with in a day or two just to be told they would do notbing to help us. 3 Mbps is essentially dial up. I need internet as I am on call for crisis situations with in my organization. 3 mbps cannot do anything for anyone, then they want to gouge people on prices here in rural areas for the worst possible internet available. We are being taken advantage of.
They also refuse to run highspeed internet lines out here and have for years. This is because theyre still charging people here $44.99 for 18mbps if you can get it even. That is the same price they offer highspeed and even fios internet in other locations. I am currious if they are not price fixing as my neighbors said theyve requested frontier, and *** to run highspeed internet here for 10 years now. There are 15 people on my mile long drive alone. The closest highspeed connection is a half mile down the road. *** and frontier refuse to run good quality internet to the area.
Please address this organization who has a monopoly on lined internet in the area. Satellite internet is not affordable to most people in this area as well. Half a mile away people are getting 150 mbps for $40.
Frontier at very least needs to add in more spots/ports for us to all be able to attain atleast 18 mbps. That is what frontier agreed to provide to me.
Frontier records reflect that an order was placed on 12/03/19 for Simply Internet Plus service. A technician was dispatched on 12/06/19 who found that there were no bonded pairs available; therefore, contacted was made with the customer to advise that the maximum speed that could be installed at this time is 3 Mbps. The customer advised that this was not enough speed for his needs.
Frontier advises that the we plan to add additional ports in this area the first quarter of 2020. Given that many factors could impact the timing of this project, we cannot guarantee any specific date for project completion.
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.
Frontier never conveyed that they planned to add additional bonded pairs to me. Only simply that they had zero intention of making the necessary changes to accommodate the services offered to me. Secondly, first quarter of 2020 is not an acceptable completion date. I was promised 18mbps on 12/03/19 the added bonded pairs should be added with in the next week or two at most from my original set up date. I have NOT chosen to cancel my order with frontier so it
it is still pending completion. I expect Frontier to show some care for their customers and complete there agreed upon request by the end of the month 12/31/19. This is ample time for them to order and receive the necassary materials to complete what they offered and agreed to provide.
Regards
Upon receipt of the complaint, a request was sent to Engineering to inquire on plans to upgrade in this customer’s area. Engineering advised that they plan to add additional ports in this area the first quarter of 2020. Given that many factors could impact the timing of this project, we cannot guarantee any specific date for project completion.
Frontier advises at this time we can provide Mr. with Internet speeds up to 3 Mbps. Once the Engineering project is complete, we can then provide higher Internet speed.
Continuously raise prices, when the internet does not work half the time. We do not get the speeds they advertise. They do not maintain there communications lines. There are at least 100 trees that have been laying on the line for a several years in a five Mile stretch from my house.
Thank you for referring the complaint of *** to our office for review. We appreciate him bringing this matter to our attention.
In the complaint Mr. expressed concern regarding continuously raising prices, when the internet did not work half the time. He does not get the speeds advertised. He also stated trees have been laying on the line for several years, in a file mile stretch from his home.
Our records indicate Mr. subscribes to the Simply Broadband Ultra and has been paying $44.99 as far back as August 2015 – February 2018. As of March 2018, the Internet Infrastructure Surcharge was added in the amount of $1.99. This tax, in addition to the $44.99 internet fee increased the total Monthly Recurring Charge (MRC) to $46.98. The December 2017 billing statement included the following notification:
“Important Internet Service Information Beginning with this bill, customers not on an Internet Service term agreement, price protection plan or subject to other exclusions will be assessed a $1.99 per month Internet Infrastructure surcharge. The Internet Infrastructure surcharge is not a tax or governmental charge. The internet Infrastructure surcharge will apply to customers on a price protection plan or their renewal date. Questions? Please contact customer service”
The March 2019 billing statement also included the following notification regarding a rate increase:
About Your Account...
Frontier periodically reviews customer accounts for pricing consistency. As a result of a recent review, beginning March 1, 2018, your monthly rate may increase. Questions? Please contact customer service”.
In August 2018, the rate increased to $49.99, plus the tax of $1.99, bringing the total MRC to $51.98. In October 2018, the internet fee remained $49.99, but the Internet Infrastructure Surcharge increased from $1.99 to $3.99. This rate was good through April 2019. The notification was present on the October billing statement, which stated the following:
“Beginning with this bill, the Internet Infrastructure Surcharge will increase to $3.99. this change does not apply until your current term or price protection plan expires. Questions? Please contact customer service”.
In May 2019, the rate increased to $54.99, plus tax of $3.99, bringing the total to $58.98. This is the current MRC Mr. is currently subscribed to.According to Frontier Term of Service, under service charges, it states,
“Frontier may, in its sole discretion, change or modify the rates you are charged for Services or equipment at any time. We may notify you of any such changes by posting notice of them on the Frontier website, by sending notice via e-mail or postal mail, or by a bill message”.
The local manager was provided the portion of the complaint regarding the trees being on the line. As of December 24, 2019, we have not been notified as of the time required for a technician to be dispatched. Mr. will be notified once we are advised the date scheduled for the for a crew to come out to resolve the issue with the trees on the line.
The internet issues presented to on May 14, 2018 were resolved on May 16, 2018, and this trouble ticket was closed. The other trouble ticket found was dated May 17, 2018 and was completed May 23, 2018. We were unable to locate any additional reports of trouble. Attempts to reach Mr. were unsuccessful. Should Mr. wish to discuss this matter further, I can be reached at EXT 111-3143.
Sincerely,
Felicia T
Executive Customer Relations
FRONTIER COMMUNICATIONS
Frontier is charging customers for router rental even though we refused the router
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. is disputing his bill for services from Frontier.
Frontier has reviewed the above statements and offers the following response:
· Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
· Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
· Frontier spoke with Mr. on December 11, 2019 and advised him of the information above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mr. *** has experienced as a result of the above matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The cable act of 1992 strictly prohibited this type of activity. It also states that even if I do not decline the router it doesn't mean I am requesting it. Below is the subparagraphs a and b
§ 76.981 Negative option billing.
(a) A cable operator shall not charge a subscriber for any service or equipment that the subscriber has not affirmatively requested by name. A subscriber's failure to refuse a cable operator's proposal to provide such service or equipment is not an affirmative request for service or equipment. A subscriber's affirmative request for service or equipment may be made orally or in writing.
(b) The requirements of paragraph (a) of this section shall not preclude the adjustment of rates to reflect inflation, cost of living and other external costs, the addition or deletion of a specific program from a service offering, the addition or deletion of specific channels from an existing tier or service, the restructuring or division of existing tiers of service, or the adjustment of rates as a result of the addition, deletion or substitution of channels pursuant to § 76.922, provided that such changes do not constitute a fundamental change in the nature of an existing service or tier of service and are otherwise consistent with applicable regulations.
(c) State and local governments may not enforce state and local consumer protection laws that conflict with or undermine paragraph (a) or (b) of this section or any other sections of this Subpart that were established pursuant to Section 3 of the 1992 Cable Act, 47 U.S.C. 543.
[59 FR 62625, Dec. 6, 1994]
Regards
Mr.,
I am responding to the rebuttal below as the customer has not provided any new information . Frontier has not changed its position on the equipment rental requirement. I am unable to link in to this complaint to post a response. Please accept this email as the response to the rebuttal provided by ***. Frontier last discussed this issue with Mr. on December 24, 2020.
Sincerely,
Richard S
Executive Customer Relations
Frontier Communications
We moved into this house 6+ years ago, and we’re told when we signed up with Frontier for Internet service, we’d get download speed of 6 MPS. For the last six years we’ve consistently gotten under 1 MPS download speed. That would be 98% of the time. In the last 6 months we’ve had it pop over 2 MPS maybe a half dozen times.
Yesterday I called Frontier and asked if there was a plan we could pay more for to get higher download speeds. He said for 20$ more we’d get 18 MPS and I happily said to do it. I was told that it took a few hours for it to ramp up, but would be up to speed that evening.
Right now we’re getting .63 MPS. It seems to have gone down instead of up.
When we originally signed on and we were getting under 1 consistently, I went to the local office to complain, and the manager told me they never get 6 and he wished they’re stop telling people that. He reduced our rate a few dollars per month, and after 2 or 3 months he said he couldn’t do it anymore. How does this company continue to get away with this.
Customer currently bills $54.99/Vantage Internet plus taxes monthly. He previously billed $44.99/Simply Broadband Max plus taxes monthly.
The current balance on Mr.’s account is $71.80 due on December 31, 2019.
Repair Ticket #*** was created on December 6, 2019 and closed on December 9, 2019. Per the repair ticket, a technician was sent out to service Internet. The technician advised he completed a full install and the internet service was synced at the modem.
An agent tried reaching out to Mr. to verify/confirm if any other assistance was needed and was unsuccessful.
If Mr. still has billing concerns, a Frontier agent can be reached at the number listed below.
Frontier apologizes for any inconvenience Mr. has experienced with our service. We trust that this information will assist the Commission in closing this complaint.
Sincerely,
Shabrenia W
I have opted out of their company from the start. N they keep sending me bills. The last two calls it was supposed to be zeroed out and the bill just keeps changing. It’s supposed to be zeroed out. The last call I have on record is ***. I spoke to Joyce on this call.
Thank you for referring the complaint of Ms. to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states she requested to disconnect her Internet service but is still receiving bills.
Ms. also states she was promised the account would be credited.
Frontier has investigated the above statements and offers the following response:
Frontier has investigated Ms.’s account and has issued credit for $43.01.
The balance remains of $9.99 which is the Broadband Processing fee.
Frontier advises that the Broadband Processing fee is charged for all Broadband Internet disconnects to cover the cost of processing the disconnection of the service at the central office or remote facility.
Frontier communicated the above message via voice mail and email and included direct contact information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
The phone service in and around this rural town is less than acceptable. My 84 yo Mother service is interrupted a minimal of three times per month. This involves not being able to call 911, God forbid she takes ill or should fall and hurt herself. After a service call is placed, it takes a minimum of a week for a technician to get out to the house for repairs. "We will have someone out on next week xxxday, that is when a technician will be in your area." This is unacceptable for Seniors.
Frontier is currently the ONLY option for telephone service in this area. They need to ensure that phone service is delivered daily to the elderly and working class people of Santee, SC. Having to wait a week for resolution is totally unacceptable! Frontier having taken over this market (monopoly) it is yet to provide consistent service. Hire more technicians and see to it that 911 is ALWAYS accessible!
Frontier will need to credit the consumers account and have the SOS review other options for phone service in Santee, SC!
Frontier has investigated the above statements and offers the following response:
Frontier records reflect 2 trouble tickets reported on Ms.’s account in the past 12 months as follows:
07/10/19 ticket #*** for no dial tone, bad storm yesterday. 07/19/19 a technician was dispatched who found a short in the cable pair, made repairs and verified that the service was working.
12/06/19 ticket #*** for no dial tone. 12/09/19 a technician was dispatched who found a bad section of cable, made repairs, verified that the service was working and notified the Local Manager.
The Local Manager has contacted the Construction Manager to advise of the repair needed. The Construction Manager will have his team follow up on this next week to determine what is needed to make permanent repair to the cable.
We regret any inconvenience that Ms. may have experienced as a result of the above matter.
I transferred my service, from Frontier to a new provider around October 21,2019. When I asked about my refund, there local customer service informed me the refund evidently hadn't been "approved" yet. I then E scaled my problem to the State of Iowa's Utility Board. Frontier responded to them saying there standard procedure required a 90 day waiting period to make sure there were no outstanding billing issues/equipment to be returned, etc. That procedure maybe justified for a business account, but not a residential account. I had been a customer of theirs, and their predecessor company since 1984. If I had waited 90 days before paying any of their bills, my credit rating would have been negatively affected, and service stopped. I have copies of all the emails between me, Iowa Utility Board, Frontier Customer Service, and Frontier Regional Manager if you would like a copy.
Frontier has investigated the above statements and offers the following response:
Frontier advises services are billed 1 month in advance from the date of the statement print. This excludes any toll calls (900, 411, International, collect, third party calls, etc.), which are billed after they are placed by the consumer.
Frontier advises the refund policy is in place for residential customers due to the ability to incur additional charges that may not appear on the active billing statement at the time of cancellation.
Frontier further advises, the policy also ensures that all appropriate credits are issued to the account prior to the refund being issued.
Frontier advises all refund cards are sent with a letter of instruction, which includes the ability to have the refund issued by check.
Frontier as a courtesy, has issued the refund of $36.02 by check, which should be received in 7 to 10 business days.
We trust that this information will assist you in closing this complaint. We regret any inconvenience that *** 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. I appreciate your consideration.
Regards
Really, they deserve zero stars. We live in a remote area and have no other option for internet service. Frontier Communications is a joke. I'm talking years and years of service, replaced modems, tech visits, phone calls (often after being on hold for close to an hour), chats and pretty much pleading for someone to fix our connectivity issues, it just keeps getting worse. One upon a time we could connect anywhere in our house, in the driveway and by our pool. We've had numerous visits just in the last two months, including a new modem. We still, can't connect wirelessly unless we are within six feet of the modem, and can't stream *** on our TV consistently and without interruptions (we've moved the modem within ten feet of the TV). We have constant disconnects on the wired computer as well. I've paid many many years for terrible service. I set a new date for service often three weeks out and am told to be there at a certain time and I get a text a day or two before that someone has been to check things and all is working now. No, it's not!! I am not computer savvy but clearly there is a frequency issue with the wireless connection. It would seem at this point this company owes me thousands of dollars for the YEARS of inadequate internet service that I HAVE NOT BEEN GETTING!! Why do they just get to keep charging me when the issue never gets resolved? Worse internet ever! Every form of communication with this company takes me in circles. Don't charge people for service they are not getting, it's just wrong.
I terminated internet service with Frontier on Aug. 16, 2019. I was billed via auto pay on my credit card in the amount of $41.98 for the month of September 2019 (in which I had no service). My credit card company reversed the charges upon investigation. Since then I have receive no mail/notifications of owing anything. Today, 12/6/2019, I received in the mail a letter from a collections company that I owe said amount. I have 30 days to dispute, in which I intend to do. I also spend over 2 hours on a chat session with Frontier in which I was tossed around, but have saved the response that I owe nothing because I also had a credit. My balance wasn't changed, and I was then transferred to the "collections" dept, who then said they could not help but would have to chat with the "billing" dept, which then ended with a phone number to call tomorrow. This company lies, steals and cheats customers daily.
Thank you for referring the complaint of ***
*** to our office for review. We appreciate you
bringing this matter to our attention.According to the complaint:Ms. advised she.
terminated internet service with Frontier on Aug. 16, 2019. She states she
was billed via auto pay on her credit card in the amount of $41.98 and her
credit card company reversed the charges upon investigation. She states as of
December 6, 2019 she received notification from collections with a balance
owed of $41.98. Frontier has investigated the above statements and
offers the following response:Records indicate the
customer bill date July 22, 2019, generated with balance of $41.98 for service
from July 22, 2019 – August 21, 2019. The notice on the bill stated, “DO
NOT PAY-YOUR ACCOUNT WILL BE PAID BY CREDIT CARD ON 8/15/19 $41.98”.On August 15, 2019 the
credit card payment posted for $41.98. On August 16, 2019
the account was disconnected. The closing bill
generated August 22, 2019 with a Previous Balance $41.98. Payments
Received Thru 8/15/19 -$41.98, New charges 00.00 and Balance 00.00.On September 27, 2019 the credit card payment of $41.98 was reversed and debited to the Frontier account. The debit posted to the October 22, 2019 final bill and updated the final balance to $41.98.As of November 22, 2019, the balance remained outstanding and was referred to an outside collection agency. Frontier advises this balance is sustained. Frontier has attempted to reach Ms. but was unsuccessful. We provided direct contact information via voice messages should he have additional questions or concerns. We trust that this information will assist you in
closing this complaint. We apologize for
any inconvenience the customer has experienced as a result of the above matter.Sandra P. Frontier Communications
We pay for DSL from frontier and over the last three years we have 3 - 6 drops an hour. I have had techs out in the past plus called the service center. Calling the service center will take up an hour of your time and they will tell you it's because of high volume in your area. The drops had been about 30 seconds until the last three months, now they are 5 min. Techs have said it's aging infrastructure and if they put new cables in and changed the box that is 20 years old it would fix the issue. All of my neighbors have complained also going to the city of Lakeville to try and get this fixed but seems like since they are the only provider in the area they don't care about the customer.
Internet speeds are based on multiple variables including limitations of the computer, wiring inside the home, time of day, distance from Frontier’s equipment, among other things.
Frontier records reflect the last trouble ticket for Internet trouble was dated July 16, 2019. A technician was dispatched on July 17, 2019 and repaired a bad cable pair. Service was verified as working with Mr. prior to the technician leaving the premises.
Frontier Technical Support Specialist has left messages with direct contact information to assist Mr. with his internet issues but has yet to receive a call back.
Frontier advises that it is continually working to improve its network and its customers’ experience; however, Frontier has no specific plans for upgrades in Mr. Wittman’s area at this time.
Frontier apologizes to Mr. for his customer service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.
We regret any inconvenience that Mr. may have experienced as a result of the above matter.
My ISP, Frontier Communications, is charging me a $10 per month rental fee for a router I do not use or want. they will not allow me to send it back. They are forcing me to keep and rent an item I do not want. I was told at the beginning of this service I could use my own router and get this charge taken off but this is apparently not the case. I feel it is wrong and maybe illegal for them to force me to rent an item I don’t need or use.
Frontier has investigated the above statements and offers the following response:
· Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
· Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
· Frontier spoke with Mr. on December 9, 2019 and advised of the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** G *** has experienced as a result of the above matter
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The router charges will still apply. They are forcing me to rent a piece of equipment I do not want or use. This is not right and seems like it could be illegal. I was advertised 29.99, and am paying more than that because of this rental. I do not consider this a "fee" as it is charging for equipment. My own router works better with the Frontier service, as any router nicer than the provided will because the internet is the internet is the internet no matter who provides it.
Regards
Frontier has investigated the above statements and offers the following response:
· Our Frontier Residential Gateway (router) is Frontier equipment provided with every service order and specifically designed to work with our service. Our advertising and our residential Internet terms and conditions make clear that our service includes equipment charges, such as the router charge, and neither our advertisements nor our terms and conditions provide any exceptions. A customer may choose to use their own router, but if the customer does, our router charge continues to apply. Also, we cannot support or repair the non-Frontier equipment.
· Though infrequent, when a customer chooses to use a non-Frontier router, we see increased complaints and more difficulty with troubleshooting, performing online resets, and providing simple resolutions, so it costs more to serve that customer. Therefore, if a customer uses their own router, the charge still applies to cover these costs. Frontier cannot support or repair non-Frontier equipment.
· Frontier spoke with Mr. on December 9, 2019 and advised of the above.
· Frontier’s position on this matter has not changed.
I have had a package deal with Frontier Communications for years. I recently moved my phone service over to another carrier and wanted to retain my internet and television services. About two weeks ago a switch was flipped and lost all services. I immediately called Frontier and was told a service rep would need to be sent out. The first available day was about a week out so I scheduled. After the date came and went I called to ask what was going on and a rep said they didn’t know and would expedite my order through a supervisor. Four more days passed and I called again asking what was going on and today I found out that nobody was to touch my order unless they were the order writer at risk of being fired. All I know is my internet, television and business phone have been down for approximately two weeks and the monopoly that Frontier has over my neighborhood is keeping me from connecting my business to the outside world!
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 all his services were disconnected in error. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued an order to reconnect the services requested.
Frontier spoke to Mr. on December 12, 2019 and he confirmed issues has been resolved.
Frontier has scheduled a courtesy follow up.
Frontier has provided direct contact information if Mr. has additional concerns.
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.