Frontier Communications

I canceled my Frontier phone service on September 26, 2019. I received a bill about the same time it was for services from 9-22-2019 to 10-21-2019. I was told I had to pay the whole bill or there would be a late fee add to it.So I payed it then when I call to get my refund for the 26 days I did not have service I was given the run around. The bill was for $55.63 for thirty days . I only used 4 days of their service at that time.They first tried to only refund me $38.91. I told them I would not pay taxes and extra on service I did not use. The lady then told me my refund would be $48.21 and that this would have to go under review before I received a gift card for my refund. Two weeks later I call and once again get the run around and am now told it will take up to four months to get my money back. Just in case I change my mind and want to come back to there company!!!

Requested an upgrade with Frontier but the technician was a no-show. I called their competitor and they installed a faster internet service that evening. The next day I received a message indicating that I was now on the schedule for that day. I responded to the text indicating that I want the appointment canceled. On November 18th 2019 I called Frontier to cancel service and subsequently received a confirmation with believe it or not, a bill for $9.99 to simply cancel my service.

I called to set up service on 11/6 at 9:30 am and was put on hold numerous times. The sales person said they would have to call me back later to get my service set up. The sales person called me back at 4:00 pm to finally complete my order and she said she would "comp" me the installation fee for all of my trouble in getting set up today. I received my bill today and the $75 fee is there. I called today and spoke to a customer service agent who was rude and said I couldn't speak with a supervisor, I had to elevate my complaint to the office of the president of Frontier Communications as there was nothing in the notes that I would be comped. This is just ridiculous!

I have a rural summer home in western Michigan. I was a *** customer there for many years before Frontier Communications took over their rural business. In the summer of 2013 I contracted with Frontier for satellite internet. This situation was satisfactory to me for many years. On or about June 3, 2019 my area was impacted by an electrical storm which sent current through the ground into my satellite dish and through the cable to the modem. It damaged the modem. I called Frontier for service and an appointment was set up for June 9, 2019. The technician arrived as scheduled with a new modem, but at the time of the service call he also discovered that the radio head receiver on the satellite dish was also damaged beyond repair and that there were no more of this part in stock. Frontier had decided to sever it's contract with *** for satellite internet a couple of years earlier unbeknownst to me. My account was grandfathered in under the old service contract. Now however, there was nothing that Frontier could do and I was advised to call and cancel my internet service with them. This I did the following day. One month later I received my bill and discovered the charge for the internet was still on it. I called customer service and learned that my internet service had not been disconnected. I disputed the charge and gave the reason why. At this time my service on paper was finally terminated and I was told a credit would appear on the next bill, which it did. Return boxes were also scheduled to be sent out so that I could return the equipment. These boxes were very large and were left at the side entrance to the house that is unused. Being disabled, I didn't know they were there until many days later and in the meanwhile they were ruined by rain. I called Frontier customer service and spoke with Michael on 8/12/19 about the damaged boxes and that they were unusable. I let him know that I was disabled and he said that in light of that, no return of the damaged equipment was necessary. One month later I was billed $375.00 for un-returned equipment. I called immediately and spent 3 hours on the phone with 6 different people trying to resolve the issue of the equipment return, what I had been told, the resultant charge, and now being up against the time deadline for leaving the area for the winter. No two people could give me the same information. With each transfer to a new person, I was required to repeat the entire story from the beginning. I spoke with a supervisor who's name was Nicole and she said that the $375 plus tax would be put in suspension pending the return of the equipment. I was able to receive new boxes (much smaller) in time and the equipment was returned and received by them on 10/2/2019. I had a tracking number to prove it. Two weeks later I was direct debited through AutoPay at Frontier for the amount of $380.73. I called customer service immediately and spoke with Rhonda. I told her the story and gave her the tracking number. She promised that she would send the information up to the supervisors and return the call to give me an update before her shift ended. No call. I called again on 10/22/2019 and spoke with Noe. He said that I would have to wait until next month for a refund because the company had to confirm receipt of the equipment and these things take time. I disputed this and asked for a refund right away. He told me that he was putting through a credit that would show up in 3-5 business days. He also would not let me speak with a supervisor. No credit was issued. I waited until the next billing cycle but no credit was forthcoming. I called today and spoke with Edward. I told him a truncated version of the story and asked to speak to a supervisor with whom I was connected. His name was Jim. Jim took the tracking number and said that a credit would appear on my account within 7-10 business days and he gave me a case number for reference.

I am writing this account now simply because I have lost faith in Frontier to tell the truth or keep their word. I am hopeful that Jim is genuine in his efforts and I will indeed be refunded, but I wanted to memorialize what has happened here in case this is just one more ruse.

We have been contacted by your insurance company and there is a claim that has been startedWe recognize this damage was caused by us and you will be fully compensatedIt's s shame this happened we are very sorry for any inconvenience this may have cause youWithin this next week you will receive a series of phone calls from your insurance agent following up on some key detailsOnce again we apologize with all our hearts and hope you can forgive usGodspeed

Frontier upgraded my phone service without my knowledge or permission!!! Did they think I wouldn't notice???

For five evenings in a row I had no internet service. I placed a trouble ticket on November 1. I was told a technician could not arrive until November 12. No technician arrived or called me November 12. I called Frontier again. Was told a technician would arrive November 13. Again no technician called or arrived. I do not know if anyone fixed my problem.

We cancelled TV services on 10/29/2019 by phone call with Frontier Customer Service and immediately returned the tv equipment via UPS upon receipt of provided packaging.
After speaking with Frontier Customer Service today (11/16/2019) requesting a refund of unused tv services from 10/30/2019 to the end of the billing cycle, we were informed that Frontier does not give partial credit for cancelled services within a billing cycle. Frontier TV services cancelled our TV service effective 10/30/2019 per their system records. Frontier still demands full payment of $256.81 that includes charges for tv services we no longer had effective 10/30/2019.
When we cancelled TV services it WAS NOT made clear that we would not be refunded for the partial period of no tv service in the billing cycle. We do not understand the logic that Frontier has the ability to partially charge us for new service set up within a billing cycle, but then state that they (Frontier) has the inability to refund us a partial credit for service cancelled within a billing cycle. It is immoral and unethical business practice to charge a customer for services they are not receiving.
We are requesting a pro rated refund of charges received for discontinued tv services beginning on 10/30/2019 during the time period within our billing cycle from 10/19/2019 to 11/18/2019 and any further charges incurred to future billing cycles.

I have Frontier Communications for internet service only because there is no other service provider where I live. The internet service costs me $49 a month for the slowest internet connection and the service is so intermittent that in a 24 hour period we lose service at least 6 hours per day. When you call technical support you get nothing but the run around, no one knows how to diagnose or fix a problem because there is no fix, it is deliberate on Frontier Communications part to limit customer usage to put more money in their pockets because they know the customer cannot do anything about Frontiers LOUSY service and employees. On Wednesday, Frontier once again changed my SSID and WPA Shared Key without my knowledge so my devices would not connect to the internet, when they were called to find out why we did not have internet service, I was told it was because I had not signed the new Terms and Conditions of Service agreement supposedly dated June 23, 2019, so they had suspended my service, but when I went to the website I was given to acknowledge this agreement , the agreement was dated 2017. I was then told it was my modem that had stopped working but my computer that is ethernet connected to the modem was able to access the internet, it was my wireless devices that could not. I logged into my modem and that is when I found that my SSID and WPA Shared Key had been changed by Frontier. When I asked Tech Support why they changed these, I was told that they have no way of changing my SSID and WPA Shared Key which is a bald faced lie, because I did not change it so it leaves Frontier to have done this because it keeps customers from accessing the internet and puts more profits in Frontiers pockets. I had to spend the time to reset my SSID and WPA Shared key and the reset all o my devices to connect to the modem. Frontier should not be allowed to get away with doing business like this. We as customers should file a class action lawsuit against the company for the service we paid for but never received.

They are billing us for a second account that they set up in their error and was never activated. I repeatedly called them to dispute it and they say they will take care of it and then when they submit it to corporate it gets rejected. So every month we get two separate bills under two separate accounts.
Product_Or_Service: Internet service
Account_Number:

At the end of October, I contacted Frontier to see if I could get a better rate on my landline phone and internet service. Since I had never taken the account out of my father's name they said they could start a new account for me & it would be $47.99 + tax. There was to be no additional charges & at no time was I told about an installation fee. This change was to take effect on November 11, 2019 & they would send out a technician. Again, no mention of an installation fee. Prior to November 11th, I got a call from Frontier saying that it was not necessary to send a technician since I had all the equipment under the old account & they could just switch everything over.

Nov. 11th - no phone & no internet. I called Frontier & was informed that everything was on hold since they had no port for the internet. Since I needed the phone, they said they could put that in force. I spoke to a supervisor on Nov. 12th & was promised that the phone & internet would be installed on the 13th & that the installation charge would be waived after I complained about it. Phone was put into service but no internet since port is not available & there is no way of telling when one will be available. Supervisor lied.

I checked my account & the $75 installation fee is on it & they said the supervisor never noted the waiving of it and therefore they couldn't do anything about it. This was just another promise broken. Please see if you can do anything about getting the $75.00 waived as I was promised. Thank you.
Product_Or_Service: Bundle Phone (Landline) & Internet
Account_Number:

A contractor for frontier has damage Road to my house on the right side The driveway.
I feel that Health concern because I’m home a lot by myself and a house down the road got broke in this week.

it was probably back in August 2019 when I ordered their service, I told them there was no fibre service to my house, but they incorrectly submitted the order as a self install. After about a dozen frustrating calls to customer service, they finally mailed me the equipment and scheduled a technician to come out on 9/7/19 and install the equipment. The technician never showed up and so I called customer service the same day and cancelled their service. They keep sending me a bill for the dates of 9/4/19 (the date they say they turned on the service) thru 9/7/19 (the date they say the technician came out). As proof the technician did not come out, I have the equipment in its original packaging that have never been opened. Also I live in a house made of cinder block construction and there is no hole drilled thru the cinder blocks that the technician would have had to drill thru. I put in a complaint and the person I talked to said she looked at my service and saw that I had not used any internet service and that the complaint would be easily ruled in my favor. I received another bill, called customer service, and they told me the complaint has been denied.

they will lie to you. about fees and prices. terrible costumer service I canceled my services on oct.
28 they withdraw 38.89 on oct 29 for Nov. and send me a bill for 9.99 for disconnect fees. in Nov. 13 not a good company to deal with

I’ve been trying to get them to fix my internet for over a week now. They keep telling me they’ll contact me in 48 hours. This has happened 3 different times and I still can’t get anything done.

My Frontier internet service died on the evening of October 13th 2019 around 9pm. I called tech support on the morning of Monday, October 14 and was told the problem was in their box behind my home and that a technician would not be dispatched until Wednesday, October 16th. I told the Rep that was not good enough and he suggested I download a Frontier App on the cell and check their schedule for cancellations. I told him it wasn't my job to manage their technical support staff. I then called back and cancelled my Frontier service on October 14, 2019 by telephone. I received a confirmation number for the disconnect and was told that a representative from their "Retention" dept would call me about the order. I immediately called *** and and they came the same day at Noon to connect me to their service.
Frontier then billed me for the month of October and the month of November telling me they NEVER RECEIVED THE ORDER TO DISCONNECT even though I had the confirmation number, which they couldn't find. I told them I shipped their hardware back on the 15th and I had the receipt. They still maintain that I had service through November. Finally the CS Rep put me on hold for 10 mins and told me they disconnected my service as of October 31st and waived the November bill but that I would receive a final bill for the entire month of October with a late fee. They wouldn't give me a final billing amount. These types of business practices by Frontier (owned by ***) are fraudulent.

I started requesting an updgrade to our existing DSL in April, they told me they could upgrade without problem, the tech came then said all new wire needed ran to my home, which they said they did, second tech came out to do install a month or so later said not all the wire was installed would put in a request to have done. Eventually by about August I recieved the new modem and service.
Tech had problems with setting it up but finally was able to get both pairs working, or so he thought. From that point on I have fought with having to reset the modem daily or most times multiple times daily. Ive reached out to Frontier multiple times through calls, chats online even chased down the local tech to try to get this addressed. Last contact was the second to last week of October at which time they told me they were sending me a new modem and it would arrive by no later than 10/30/19. The trouble shooting ticket # they gave me was ***. This unit has yet to arrive 11/13/19. I have spent multple hours on phone calls troubleshooting and installing new software upgrades as well as numerous trips taking off work to meet tech that never showed up. When I last talked to them they transferred me to the accounting department to file a claim for reimbursement for services not provided they had know record of the above TS # and refused to give me a reimbursement. They put me on hold and someone else answered and insisted that they had know record of a TS# and I go through all the trouble shooting again, that I had just spent an hour and 19 minutes on the phone going through.

I signed up for Frontier's Internet service on Monday, October 21, 2019. The service was scheduled to be installled on Wednesday, October 23, 2019, but after securing service from a different vendor, I called to cancel my Frontier order on Tuesday, October 22, 2019.

When I placed my order, I was informed by the agent assisting me that a $45 deposit was required, and I paid the deposit at that time. When I called to cancel my order, I was informed the deposit would be refunded to me within the next week.

After a week passed and the deposit wasn't refunded to me, I called again to inquire regarding its status and was informed it would be processed within no more than another week.

It is now Wednesday, November 13, 2019. More than 3 weeks have passed, and I still haven't received the deposit refund owed to me. I just called Frontier's customer service line again today and was informed it would take another month for the refund to be processed.

I'm so glad I didn't proceed with doing business with this company. They've proven themselves to be dishonest and disingenuous, and thus undeserving of anyone's time, money, and resources.

I called to request a quote 9/30/19 and they needed my social security number for that. Right after giving it they hang up. I tried to call back and cancel and they said the internet contract was not put through. They sent me a email that the service was running.
I called again the Wednesday 10/2/19 and they installer had left the internet box in my door step outside. I asked them the box to send it back and them to cancel the order. They told it was done. (They told me that service was cancelled since the installer has to come inside to do the installation.)
I then called them next week and they told me the return box was never sent and they were sending it now. They told me service was cancelled.
I received the box and took it to *** Oct 15th. and have the confirmation that the internet box was delivered 10/24/19.
I received a bill now 11/12/19 stating I'm late with the bill and I owe $168.97. I do not want to pay this they are still actively charging me.
I have names, dates, tracking numbers if needed. I have spent 7 hours on the phone with them for this matter.

Account#*** and ***. On 9-18-19 I called Frontier and spoke with Jennifer F regarding switching my residential phone to a business remote call forwarding number and internet installation. She said that we can set this up as a bundle package for $64.98 with no modem fee. The installation was set up for 9/23/19 between 9-1. On that day they didn't show during the time frame, so I called and they assured me that he’s running late and would be here. He never showed. I called the next day, same thing assured me he would be here and never showed. During this time I called and talked to Michael he said that he would dismiss the installation fee and apply an additional 40.00 credit. Installation took place on Friday 9/27. On 10/25/19 I received a bill for 162.77. This bill did not reflect the bundle price which was agreed upon nor did it have the installation credit or additional $40 credit. On 10/16/19 I received a call from Jennifer F stating that she was reviewing my account and noticed that it was all messed up. She said that she was not sure what happened and that she would make sure that it would be fixed. I asked if she would send me an email confirming our conversation, she said she would. I never received the email and my account was never adjusted to reflect our agreement. Since then I have left her 5 voicemail messages with no response. During this whole time frame I have spoken to several people via phone and messenger trying to connect to a manger to no avail. On 11/12/19 I called and spoke with Mary and explained the whole issue. I gave her my original order confirmation number *** and explained again the issues. She said that they could not honor this bundle and that I would have to pay for the phone and the internet separately. I asked her to honor the price that was given and she said she couldn't. The only way she could credit my account is if I agreed to a one year contract. considering the many hours and frustration that I’ve been through I’m not comfortable with that. She said she could give me a one time $100 credit which if it actually happens would not cover the discrepancy. For the record I received a confirmation email with the pricing the day of the installation. There was no communication regarding changing our agreed upon price. During this time, they also charged me 17.33 for a partial month starting on the initial appointment date 9/23 and they charged me 53.52 for my phone line that was supposed to be part of 64.98 bundle. They didn't show up until the 9/27.