Frontier Communications

I have had continuous interruptions in internet service over the last several weeks. I or a family have called on numerous occasions. Frontier support will have us troubleshoot over the phone for an hour or so and say it is fixed only for it to go out 30 minutes later. My security notifies me of my outages and it is often. They sent me a new modem this week even though I had a new backup that with their assistance we set up and it did fix anything either. The Rep so much as said its not the modem but I'm sending you a new one anyway. I then requested a service tech to my location. The appointment was for 12/04/2019 1-pm. I was told I had to be on the premises. I was. No tech came to my door or called me. I contacted them that night and was told that the tech fixed it from outside the home. I then asked why my internet is still not working. They offered to send me another modem even though I had just received a new modem that day and spent 1.5 hours on the phone setting it up. I asked why the tech did not call me and come in my house to see if my internet was actually working. They then went back to saying the tech had fixed it from outside the home. He did not obviously because I still do not have internet. The Rep (on 12/04/2019 5:27 pm CST 1 HOUR 21 MINUTES) was very rude to me almost the entire conversation, speaking over me, not allowing me to explain. I felt I was being talk down to and wasting her time. Not until I asked if this conversation was being recorded and that I would be filing a Revdex.com complaint did her tone change and then and only then did she offer to send out another tech. This will make 8 hours of work missed. 2 months of internet outages I have paid for and countless hours on the phone). I still have no internet service. I would my internet service first and foremost and credit for lost internet service. Mostly Internet service.
Thank you.

My husband was initially told when he called to set up internet that he could get 10 gb of internet speed. However, when the installer came to install the equipment he told my husband because of our location we could only get 3 gb of speed. So my husband said he didn't want to install and would go with a different provider. The installer cancelled all charges (so he said), didn't install equipment and said we were good to go. We have never used the internet, or installed the internet. However, about a month later we got a bill in the mail saying we owed $159.00, even though nothing was used, or installed. So, I have called Frontier Communications 3 different times and all three times was told the situation was resolved. The last person I spoke to was a manager named Vanessa ID : *** who created a case # 1-S-***. She said she had resolved the issue and would call me to confirm. Neither of which happened. The last person I spoke to a week ago said she had submitted something to their credit department to fix it but I am afraid they are going to try and send us to collections even though this shouldn't even be a bill or charge made to us.

I would like to file a complaint on the quality of care from Frontier. This is an on-going issue with the company in terms of

1. Having a router sent out to me, and never receiving this. This is twice now
2. I had an order number for a technician to come inspect and update wires in my home for 12/06/19 from 8am-12pm. I have been waiting for a technician for 4 hours, ONLY to call in and check why there is no technician, and I was told my ticket was cancelled. There is no way the agent I talked to was able to verify why the service ticket was cancelled or who authorized this.
3. I took time off work and wasted 4 hours in which I won’t be compensated for. I am incredibly upset and would like to talk to someone who can do something to make this right. Instead, all that can be done at the moment is a rescheduled ticket with a window of a 4 hours wait again on a different day. I am FURIOUS.
4. I spoke to three agents at this point, and it is almost 2pm. I have spent almost 6 hours between waiting and talking to agents at Frontier to have this resolved, and it still isn’t. There does not seem to be a resolution possible at the moment and no one seems to know what is going on.
5. Apparently the last agent I spoke to said that an Engineer cancelled my appt. because *** felt that it wasn’t necessary since I am already receiving service…when the appt. was to check wires. I didn’t know the engineering had super powers to see an update was not needed without having to come out to look.

Frontier communications has self-admitted during a customer service phone call that they have had technical issues with their auto-pay. These issues have caused my bills to be late twice, and I have been charged late fees both times. Frontier refuses to refund those late fees that were caused due to their technical issues.

hi I ask frontier communications back in august I ask frontier to turn my internet off and I called frontier time after time frontier keep billing me for internet that I don't have billing me from august to December 2019 of $146.32 the bill should only be for august 2019 acc # ***-4

Nov 25, 2019 Frontier upgraded my contract for another yearly contract. The contract was to include ALL my current services up until now with an increase of Internet speed to 500/500 at a cost of $119.97 plus taxes and fees to an estimated $147.37/mo. for the next year. In Nov 2020 the price would increase $20 for the next contract year unless I renegotiated. This was per Deborah on 11/22/2019 phone call. The new internet increase would need new hardware which a technician was scheduled to install on 11/25/2019, confirmation #***. The technician came at 9:00 am and installed a new ethernet line from the ONT to my office wall inside wall and connected a CAT5 cable to router WAN connection.
The internet seemed to work fine when the technician was here to the desired 500/500 speed. The TV channels seemed to work fine with the premium channels, but the *** did not work with an error message that I wasn't subscribed.
I called Frontier on 11/26/2019 at 7:40 am and spoke with technician Hernan and explained the issue. I also had an issue with DHCP not issuing IP addresses to client machines and devices. Ticket #*** was created. I was cut-off at 8:20 am due to Hernan troubleshooting and resetting router. In the meantime my Cisco Catalyst 2960G switch stopped working and would not work again. I called again at 8:47 am and spoke with Curt and explained that there was a Frontier Router issue and felt it needed to be replaced. He said he would send me another one and put me on hold. After a short hold he came back to me and said he couldn't send me a router and someone from technical support would get back to me within 24 hours to resolve the issue. I went out on Thanksgiving Day to Best Buy to purchase another switch to have connectivity with my computer and devices. No one called me back over the next couple of days, so I called again on 12/1/2019 and spoke to tech support again. I can't recall the technician’s name because I was so frustrated at this point, but he managed to fix the *** issue, but I still had DHCP issues.
Today 12/5/2019 I received a call from Frontier technical support to check on the issue with ***. I told him that *** was resolved and he could close the ticket. But the DHCP issue was still an issue. He also told me I had *** that wasn't provisioned for me and that I had to purchase it, so he disconnected it immediately. I said that I have had *** with my ***/***/*** package for the past year and that was part of the agreement that I get the same service with the new contract. Also, in the past couple of days I have been seeing error messages that my TV can't connect to the internet and can watch TV but will not have certain features as before. And while watching a couple of *** movies the screen froze and resulted in poor picture quality at times.
I am still very frustrated and unhappy with Frontier support and want this resolved immediately.

I transferred my bundled phone,internet and tv from the account number in May of this past year, 2019. It was installed on May 10th. I even moved the Hopper from the previous account to my present account number because I have 2 televisions and not one like I had at the previous address. The address I moved my service or transferred my service from was *** 25550 to ***. Anyway, continued to receive bills from the account after I paid the last bill to that address of , I think, $342. July 2nd I called Frontier that I had received a bill for $500 from case #***. They said that they would fix the problem. I August 19th I called Frontier and Dish about the previous account. They said that they would fix it. The new charges were $765.89 and they said they would close the account. September bill was for $1170.87. I ignored it.October rolls around and I received a bill that zeroed out the account and then moved the $1170.87 to the account. Mind you I have been paying religiously the bills I received for the *** account each month. I called Frontier and I was told that it was my fault because I did not say to terminate the account. I had transferred the bundled service because I was told in May that if I cancelled the account I would not be able to start another account for 60 days so I transferred the account. There has absolutely no data used at the account since May 10th and have been charged. I do not feel that I owe anything.

After service was installed, internet did not work. Upon calling to have the issue fixed, a second technician came to fix the problem, a month later. After multiple calls to have the bill adjusted for no service, no resolution has ever been reached. Frontier is charging me a tech f* when there was no mention of a f* ever made.

I’m paying for a service that’s not being provided. I’ve been paying for internet services (up to 6mbps) and receive less than 1 on a regular bases. I’ve tried everything to get them to provide better service. My internet through them was better 3 years ago and they refuse to investigate why. I’m expected to keep paying for services they are not providing. The company gives me the run around and does nothing to help me. I’ve contacted them multiple times this year and last few years with no help.

I ordered a router from Frontier in July 2019. Frontier sent the wrong equipment to me. I informed them that they sent the wrong equipment. They apologized and stated they would send me the correct equipment along with a return label and shipping box. Upon receipt of the second shipment, I discovered that they sent me the same incorrect equipment again...and no return label or box. I called them again to inform them of this and they stated that a technician would need to come to my home and that they would send me return labels / boxes. The technician came to my home and informed me of the equipment I would need. He stated he did not have it in his truck, but would get it from his depot and come back in a few days. That was August...and I never heard from him again (despite my calling Frontier on 2 occasions to ask him to return). The total value of both sets of equipment charged to me was $216 (on my Aug 1st and Sept 1st invoices). I requested Frontier to send me return labels and shipping boxes on 3 separate occasions immediately following the second shipment (August 2019). They could not figure out how to send me the return labels / boxes, so they suggested I bring the equipment to a local store (Bradenton, FL). I returned the equipment to that store in September 2019. As of Dec 5, 2019, I still have not received credit for the equipment charges. I've had to call them 5 separate times between the September return date and Dec 5th 2019 (the day of the last call with them). The representative is now telling me that the equipment that was shipped to me was shipped to me by their "International" division and that I will have to travel back to the Bradenton store, stand next to the representative, have them call the Frontier service center at , and verbally prove to them that the equipment was returned. This is all ridiculous - I'm just getting the run-around and it's exhausting.

I ordered internet from Frontier communications on Sep 23rd after about 30 minutes I called to cancel and when I was checking their website I found my account still active that's why I called twice more to confirm that this order is cancelled. Last time I spoke to a manager in customer service called Britney her employment ID number is ***, she gave me that number as a confirmation that my order is cancelled and I got this phone call recorded. Then I find out that Frontier decided to start the service and even sent me equipment and I refused to recieve it from *** company so they returned the equipment to the company and I got the *** tracking number which is *** and they charged me $262.25 ( including equipment fees). I called many times trying to waive the bill. They all in the customer service ( agents and supervisors) agreed that it's my right not to pay the bill ( I recorded most of the phone calls and got their employment IDs) but each time they request a dispute, it is denied and they refuse to send me e-mail confirming my right. Now the bill is about to go to collection on Dec 23rd and I don't know what to do with company.

I cancelled with Frontier Communications (phone/internet) at end of August. I had a credit refund of $146.86 at that time which to this day December 5th, has still not been refunded.

After *** sold its residential services in our community (in Tampa, FL) to Frontier Communications we have been experiencing a number of issues. It all started with billing and it progressed to unreliable service, including Cable TV, Internet, and phone. Random outages, Internet speeds to less than half of what we had subscribed for (75/75 vs less than 30/30), and completely unreliable/unavailable international phone service (which was a customized block of minutes per month for calls to/from Greece). Among other things, the billing issues was attributed to the transition period during the transfer of services.
To the best of my recollection, in the last 6 months (prior to terminating our services) we had constant pixelation both on live TV and recorded DVR programs. Frequent interruption of service, including system rebooting for no rhyme or reason. Numerous attempts were made to resolve such issues, including talking with tech support (which is typically a 1-hour call), remote rebooting of services via phone calls and even a no-show on a scheduled appointment with a Frontier technician. The reason for the no-show was attributed to some vehicle issue; nobody called to advise us and we were stuck home waiting for this person for several hours until we called to follow-up and were told it would require rescheduling. Setting up such an appointment is not easy for working people. Attempts to have a tech troubleshoot outside the house during a homeowner’s absence are always brushed-off when calling and speaking with tech support.
In the mean time, prices have skyrocketed to about $289/month for the combined subscriptions. This is when I advised customer “service” that I don’t plan to pay for services I have not received and to offset for all interruptions within the last 6 months they need to issue appropriate credit and restore the services promptly. If not I would terminate my subscriptions because enough is enough. I requested a full month’s credit. Customer service said that we need to set up a new appointment for a house visit and once all issues are resolved then I should call back to discuss payment and associated credit – no problem.
To keep the story short, a tech was not available to visit us until a week later so we went through a possible hurricane Florida landfall literally without services for a full week and the only means to check the weather was via our cellphones (both through a different carrier). To add insult to the injury the new tech failed to show up for this 2nd appointment within the allocated 5-hour block of time and I was given the same excuse as before (= vehicle broke down). I demanded to have someone else dispatched the very same afternoon.
A different tech was “somehow” found nearby and he showed up later that day. After replacing the “main” box outside our home he seemed to have resolved most of our issues! In fact he was surprised why this was not done sooner based on the type of problems we had been reporting. Almost immediately I called customer service to discuss my bill as they had requested. I was bounced around to various agents: tech support, CSR, billing etc, including long holds and even disconnection of calls. After spending several hours on this endeavor, I asked to have services terminated immediately. Eventually I was directed to and spoke with a lady from the ‘customer retention’ department, explaining the entire saga, all technical issues and my desire to terminate immediately, unless Frontier provided appropriate credit. Due to limitations placed by her system, Mrs P and I agreed that a month’s credit was warranted, however, it would be given “incrementally” over 3 billing periods; I had no problem with such resolution provided it would be honored. I pointed out that last bill’s due date was yesterday and that I was reaching out to conclude this matter as directed, AFTER resolving the ongoing technical issues. I immediately wrote a check on the agreed upon amount of $289.47 for that monthly bill, which included the first 1/3 of partial-credit she provided (pending the residual 2/3 credit over the remaining 2 billing cycles).
I thought that we had finally moved on the right direction and I asked Mrs. P to take ownership of my case so I won’t have to jump through the same hoops upon receiving (an inflated) next month’s bill, perhaps with inclusion of late fees. I requested her direct phone line and extension numbers and I received a pledge that she will follow-up with me next month (a much easier way to get in touch since I am just a direct phone call away and I carry my cellphone virtually everywhere). There was never a hint about cutting-off my services. All of these occured on 10/16/2019. Little did I know, but I subsequently received a delinquent bill “notification” in addition to my regular bill (that included this now-disputed amount of pledged credit plus a late fee). It had a past due date of 10/29/2109.
With enough time remaining before my next billing due date I attempted to call Mrs P to discuss how much should I write this month’s check for and proceed to mail it in early (towards this 2nd billing cycle). Surprisingly her number was disconnected, her extension was invalid () and the random CSR at the main number () that answered my call (it was on a Friday, at or around 11/08/2019) told me that no such person existed, and the only thing she could see it was that I was delinquent on my bill, notwithstanding that a payment had been received with the total amount reduced by a credit applied to it. It’s like I had never made contact with a “known” entity, although the system reflected that payment had been received minus a documented credit. The CSR on the other end of the line had access to no other info on her screen. I told her I will terminate the call and try again on Monday.
I thought to myself, let’s allow the interim weekend to pass, in hope that Mrs P would call me on Monday to follow up with me, knowing that her phone line had been disconnected. Since no call was received I tried to inquire again to see if any updates had been posted within Frontier’s system, and attempted to find out how to get in touch with this “elusive” representative who had tried to help me out. I was given another run around, transferred from one person to the next, no callback from a CSR after specifically asking for my callback number and then putting me on-hold to check something out and then releasing the call, no notes of pending resolution on my account even after an immediate interaction with someone, and I was still shown as delinquent on my bill although I was paying as directed. As a result of this vicious cycle I asked once more to have my services terminated immediately and somehow I was transferred to the SAME customer retention department in WA state and by a stroke of luck I spoke to a new agent, Mrs Val, who was sitting across Mrs P, and indicated they knew each other for years. I was able to ask if she could have P call me back. Mrs V, put me on-hold and after she returned she said she would now be the one taking “ownership” of my case. This single call also lasted ~1 hour.
The explanation I was given is that Mrs P had made entries into her system BUT since the call occurred one day AFTER my bill was due her resolution notes were NOT retained in the system ? and this is why no one else could see or verifiy that we even had such a conversation with each other, although they could see that a credit somehow had been applied. No problem though, Mrs Val was going to take care of everything since Mrs P had corroborated our conversations and resolution agreement in their entirety and she was now “cued-in”. Again, I felt relief, but I was also puzzled of the convoluted system that Frontier has in place, which seemed unfriendly towards customers and employees alike. Not even one time I was told that the apparent “delinquent” amount in dispute was going to result in suspension of my services; in fact it was the other way around. I was talking to someone who had taken ownership of my case, who was working within the constraints of her system to resolve my issues and provide the originally pledged incremental credit, along with the elimination of any system-generated (yet unwarranted) late fees. For second time I wrote a check as directed, in amount of $379.75, and I mailed it on the same day, and from my vantage point of view I was again rendering payment in a timely manner (just like I was asked to do the first time around – following CSR instructions to withhold payment until all services had been restored).
I mentioned to Mrs V that we still had some minor issues with our cable reception but I would work towards resolving them, possibly by requesting a replacement DVR box, everything else been equal. We set up a future follow up call, so Mrs V could get in touch with me well before next month’s billing due date so I could write a check in the exact FINAL amount (to include the LAST third of the agreed-upon credit). She marked her calendar and I was assured that everything will be taken care of, notwithstanding the time-consuming process. I thanked her for all the help she had provided with a hope of having everything settled on next month’s bill. She even offered to have my bill reduced by about $60/month since I was paying too much but to keep things simple we agreed to have this done AFTER rendering (and receiving) payment on next month’s final billing cycle.
The following day, 11/15/2019, our services were abruptly disconnected. Thinking this might be another widespread outage I attempted to verify it with tech support just to be told that my services had been disconnected because I was delinquent with payment! I tried to explain that we had just taken care of this perceived issue and that I was NOT delinquent. This is AFTER I sent payment as we had agreed for a 2nd consecutive month (starting with Mrs P’s pledge, who couldn’t provide a full credit in one shot, but we had agreed to eliminate the disputed balance over 3 billing cycles, and that it should have been documented under my account’s notes), therefore I should NOT be penalized. What I was not aware of is that “customer retention department’s” agents, the ones who had taken ownership of my case, were not allowed to override/readjust billing due to some restrictions within their system, therefore this billing fluke was alive and their “accommodations” ended up being lip-service since they disconnected us. In other words, I was thinking I am paying everything on-time and as agreed but Frontier’s system designated me as delinquent, with a complete disassociation between departments, a lack of prompt internal communications, and depending of the CSR “du jour” an inability to access “posted” notes all in one place.
The only way to restore services at this juncture was by paying what was shown as delinquent over the phone (which was under dispute) although a credit would also subsequently been issued based on their own notes that could not be viewed by CSRs accessing my account. Of course I am not allowed to record conversations (but they are) AND I have no means to confirm that resolution notes are being posted in real time (as we discuss in real time). Instead of putting a hold on the so-designated “delinquent” amount, in light of having an expected documented credit in their notes, that would result in “zero balance”, Frontier makes customers “over-pay” (= the “disputed” amount) and then issues a credit at an unspecified future billing cycle! This is so wrong and the company has such a terrible setup in place. On that day alone, I spent 5+ hours on the phone trying to explain over and over what had been agreed upon as of yet, the fact that I had already sent payments, with credits owed to me. I was transferred, hung-up, transferred again from CSR to billing, etc. I then decided I was done with Frontier and requested to get instructions on how to return their equipment; I was given a termination reference # ***. Even upon receipt of payment reconnection can take a while to occur.
I asked the CSR, Mr Philip, to have a supervisor listen and preserve the calls I have been having with Frontier to confirm everything that had transpired and the fact that Fronier is not acting in good faith. This gentleman initiated a ticket to terminate services upon my request and was setting up the mailing of pre-paid boxes for returning of existing equipment (and it was going to take a few days before they arrived). The call was terminated with an automated message “of having exceeded the maximum allotted time for a call”; no wonder after spending 5+ cumulative hours on the phone in one day. No callback was ever received, notwithstanding that he had my number and agreed to call me back if we got disconnected . There are way too many negative experiences after interacting with various employees and a “pattern” of incompetence has emerged. I am not sure if it’s due to a lack of training or existing corporate culture, a lack of resources, or a combination thereof. I packed and returned all equipment via UPS on 11/20/2019.
On the same day Mrs Val called me (although one day prior to what we had originally agreed), to inquire about how is everything going and to discuss the closing of my case, the pending dispute and to discuss re-pricing of my services. When I told her that Frontier had disconnected my services the day following our last conversation, contrary to our agreement and understanding, and after having sent payment in the amount she had specified, she was surprised, she proceeded to apologize a number of times and said how sorry she was. As much as I’d like to grant her the benefit of the doubt, I also find it hard to believe that she didn’t know of what had transpired by logging into the system.
I explained that I immediately switched service providers, returning equipment as soon as I received the pre-paid boxes, expressed displeasure for how I had been treated, the complete lack of good tech support and consistent customer service, the “pattern” of giving customers the run-around with dishonest statements made by some, the culture of frustrating customers, the time-consuming interaction during each “service” encounter, the lack of overriding authority for people like her (working as “customer retention” agents), my expectation not see another bill since I terminated services before next cycle’s cut-off date and considering all credits versus payments made that the disputed amount should be a zero-balance and closure of my account, the fact that Frontier conducts business “not in good faith” based on the above interactions, the fact that they held me hostage by blocking the transfer and porting of my landline number of 30 years with the new service provider, and among other comments my intent to write a letter to the Revdex.com to make other consumers aware by outlining Frontier’s operating practices. I finished the call with a thank you note since she had apparently made the effort to reach out to me.
As of this writing a new bill just arrived like if my services were still in-place, with a due date of 12/23/2019, which is unreal... The returned equipment was delivered / received on 11/25/2019. When I went on-line to find out how to contact Revdex.com, I was overwhelmed by the litany of similar consumer complaints dating back many years! My question is: how could authorities allow such entity to remain in business and keep doing what it has been doing?

I was a subscriber to Frontier for years. When I cancelled my account in November 2019 I specifically asked the representative what my balance would be and she replied "$9.99 for the month". I have not had the cable service for one a month and I received a bill in the mail for $126.94. When I called Frontier they said I was one day shy of my billing cycle and should have waited one day and then I wouldn't have a balance. How can I be charged for a service that was cancelled and I didn't have for an entire month? How can Frontier rob you like that. I was a faithful customer, never missed a bill, was never late and this is how I am repaid for my loyalty? This is outrageous that they can do that to the public!

Signed up for Frontier Communications internet service as a brand new customer back in July of 2019. New customers were told they would receive a $100 gift card after the first 3 months of paid service. Disclaimer stated to mail in first two proofs of payment, however I signed up for electronic (auto) withdrawals. I also read that Frontier would send me directions on exactly what to do. Never received said directions. When I spoke with a service rep a few months back I was told I didn’t have to do anything and qualification for gift card had already been processed. I spoke to a different customer service rep today (12-4-19) and was told I should have received my gift card by now. The rep proceeded to give me an number to call and a website to contact. The phone number is an automated one with a voicemail option only and the website keeps routing me back to Frontier, and not the 3rd party “***.” At this point I feel that Frontier is using the $100 gift card as a ploy to get customers to choose their services. There seems to be some confusion with the terms since there are numerous other complaints from other customers regarding the same situation.

Before choosing Frontier as my cable provider, I spoke with one of their customer service providers. I made sure I was able to use the previous router I had purchase from them and the $10 router fee would NOT be added to my account. The Frontier representative even assured me they added notes that the router fee would NOT be added and to let the installer know to keep the new router in their car. On installation day, the installer kept the new router and used the one I had previously purchased. Now the first bill has come out and the $10 fee is still on their. When I called, they could not find the notes the representative stated they added. When escalated to a managed, they said they would never say that. I am now paying $10 extra a month for something I don't have.

The great thing is they record all their calls. Based on that call, they need to keep their promise of taking OFF the $10 router fee. They reason I choose to go with them is because they assured me the $10 router fee would be removed. In not doing so, this is false advertisement and boarder line, stealing my money.

I cancelled my service with an effective date November 7, 2019. When I cancelled I was told I my final bill will be prorated for the last month. Frontier charged me the full amount on November 4, 2019 for service November 4, 2019 - December 4, 2019. Then on November 27, 2019 they billed me again the full amount. They are refusing to refund me for the prorated amount and to refund me the amount they charged after I had cancelled. I would like to be refunded for the prorated month and the month I no longer had service.

My service was abruptly interrupted on November 12th. I immediately logged into the Frontier app and noticed I was a few days late on paying my bill. It seemed odd that they would disconnect service so quickly but I went ahead and paid the amount due. When service was not restored within 24 hours, I called and spoke to a representative. The person I spoke to said the order was in and it should be back on soon. I called once again hours later when it still wasn’t on and someone else told me that my account was closed due to a balance that was in collections from 2016. This was a different account but same address according to the representative. How can you possibly close someone’s account without warning for a separate account from almost 4 years ago? This account was a previous cable/internet account that I placed on a ‘vacation hold’. Apparently, there are zero notes in their system regarding the hold (shocking). A period of SIX MONTHS was billed to me without my knowledge as I was under the impression that my account was on hold. I also never received any bills during this time (bills had an incorrect address) nor did any representative call me. It seems absolutely absurd to me that if in fact my service was not on hold that Frontier would allow my services to continue for a period of 6 months without disconnecting. Not only that, if I did have a balance due, how would I be able to open a new account?! I have filed several disputes with Frontier and each time they are denied with no reasons. When I ask to speak with the department that makes the decisions on the disputes, I am told that nobody talks to that department. Every Supervisor I have spoken to has said they believe me and side with my argument and IF they could they would restore my services and throw out the alleged charges from 2016 - the calls are recorded so I’m sure that is verifiable. This service interruption came before the holiday and not only caused problems for me while entertaining my guests but has also hindered me running my businesses.

I bought a tv for my outdoor deck. I call frontier and the rep suggested a wireless set up for on the deck. He said it was a small box that can just connect to the hd port. When I got the package it was for the whole house not just for the deck. I thought it would be good but its been anything but. I had to call several time because I was not able to set it all up myself. They send a rep out and he helped but my internet speed dropped so had to call again. They adjusted it back to what it should be. Then the box went bad. So I had to put another box up. It worked 1x. Now it's bad also... and my internet speed is slow again. I cannot spend more time on this.

Tried moving my internet service from my apartment to a new home. Was told by Frontier to cancel apartment service and create new account at our new home (which Frontier has since said was bad information). Told them I work out of my home and needed service asap. Took 5 days to get first install appointment, then another 8 days and numerous installer visits to get service connected at new home. Because of this delay, had to keep open my old apartment service, and because of the delays, time had passed into a new billing cycle. Have spent the next two and a half months trying to clear the additional month charges on the old service due to the delays. I've called upwards of 15 times, each time having to explain the entire process over to customer service representatives, then their supervisors, who would tell me they were submitting disputes to billing to clear the final bill, only to hear nothing from them, and having to call again and go through the process over again. I've never been able to discuss the issue with the same person, and have never received any calls back that were promised. The most recent call was on 11/20/19 and was assured the dispute was submitted and I would hear back within a week. Not only did I not hear back from them, but before the week was over, I'd received a letter from a collection agency. Just finished another 1.5 hour run around with Frontier customer service (three different agents), and was told that, despite my continued good faith efforts to resolve the issue with Frontier, the only avenue I had was to have the collection agency submit a dispute. I've been promised numerous times a call back from Frontier for updates and for their escalation team to go over my issues, but have NEVER received any calls back. I've waisted countless (upwards of 10+ hours) on the phone, and still have not received any satisfactory response from Frontier. I'm at the point of cancelling the service that took 2 weeks to install and move my service to their competitor!