Frontier Communications Reviews (4127)
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Frontier Communications Rating
Description: Cable TV, Internet and Telephone Installation Companies
Address: PO Box 20550, Rochester, New York, United States, 14602-0550
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I started internet service with Frontier on 10/22/19. Upon starting service, we were told that if we had our own router, a $10 router rental fee would be waived each month. We purchased our own router and returned the one that they provided. Upon returning it, I was told that I would still be charged a fee unless I paid $200 outright for one of their routers. The customer service person at Frontier, named Chelsea AND the person at Frontier whom I returned the Frontier router to BOTH said that they did not understand the fee and that it does not make sense. Frontier is charging a fee for a service/device that I not longer require or forcing me to pay $200 to cease the monthly fee. This should be illegal.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. is disputing her bill for services from Frontier. 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 has provided a courtesy credit for Ms. for misinformation provided. Frontier spoke with Ms. on November 11, 2019, and advised of the above information.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. has experienced as a result of the above matter.
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.
If we have our own router, we would still be charged the router fee. We’re being charged a fee for something that we do not need since we have our own. This fee is bogus and should be illegal because they are forcing customers to pay for their equipment, even if they don’t have it. And they are forcing customers to use Frontier equipment by not offering customer service for internet issues if they have their own equipment. If I had known this, I would not have signed up for the service in the first place.
Regards
Thank you
for referring the complaint of *** to our office for review. We
appreciate Ms.
*** bringing this matter to our attention.The
Complaint states that:Ms. is disputing the router fee from
Frontier.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’s position in this matter has not
changed.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.
On Saturday, September 14th we had Frontier install TV and Internet in our home in Everett, WA. It wasn't a pleasant experience.
I called customer service and spoke with a representative named Sky. She listened to our problems with the installer and said she was taking notes and would forward them on to the supervisor/manager of the Everett office. He called me before noon on September 18th, after a long explanation of what went wrong. The Everett supervisor said he was sorry for our unfortunate experience and asked if there was anything Frontier could do to make our situation better. I asked if the black Wi-Fi box could be put in my bedroom rather than my daughter's room. (It is only a matter of a few feet and what we wanted in the first place.) But we were rudely overruled by the installer who claimed the reception would be better from my daughter’s room. After he started to raise his voice and complained that he was spending too much time with our install, he got his way.) The supervisor said he could have someone come out and move the box for me. I asked him before setting up an appointment, how much more it would cost me and he said "Nothing. No extra cost ma’am." I thanked him and setup an appointment for the September 23rd. Things were taken care of and we were feeling better about the situation. I paid my first bill which include the cost of the original install. But on October 17th I received my second bill from Frontier for $304! Nearly $70 more than the original install bill. Apparently I had been lied to and charged for the moving of the Wi-Fi box after all. Bottom line, I am not going to pay for something I was promised I would not be charged for. I have no issue with paying my monthly service charges. Please correct this charge and post it on our online account so that I can pay it.
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:
Mrs. originally wanted router placed in her bedroom not her daughters. Mrs. states that we had to schedule another technician to come out and move the router. Mrs. states she was advised there would be no additional charges for moving the router.
Frontier has investigated the above statements and offers the following response:
Frontier records indicates the router along with the optical network terminal was moved from daughters’ room on September 23, 2019 by our technician Thomas. Frontier records indicate Mrs. was charged a total of $137 on her October 15, 2019 statement for the technician visit which is valid charges. Frontier will issue a credit for half of the charge in the amount of $68.50 as a good will credit which will reflect on Mrs.’s November 16, 2019 statement.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. 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.
Frontier says:"Mrs. states she was advised there would be no additional charges for moving the router." I was charged $137 plus taxes and fees, now Frontier says they are will credit me half of that bill,
even after I was told by their customer service representative that my next bill would reflect the entire $137.
Regards
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:
· Mrs. states she was advised there would be no additional charges for moving the router." I was charged $137 plus taxes and fees, now Frontier says they are will credit me half of that bill, even after I was told by their customer service representative that my next bill would reflect the entire $137.
Frontier has investigated the above statements and offers the following response:
· Frontier’s position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. Feedback has been sent on the customer service representative.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Mrs. has experienced as a result of the above matter.
I changed to this company in August 2019. It has been nothing but problems. They keep turning off my phone service due to not receiving payment. All payments have been made. Also, incomplete and non-itemized billings. Billed twice for same services with two different explanations.
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 Frontier keeps turning her services off. Ms. advises that Frontier has billed her twice for the same services. Ms. advises she is not receiving her monthly statements.Frontier has investigated the above statements and offers the following response:
Frontier advises that Ms.’s reported a service outage on October 18, 2019 and Frontier dispatched a technician that restored services on October 21, 2019. A time out of service credit has been issued on the account.
Frontier advises that Ms.’s account was temporarily suspended due to a payment delay and service was restored once payment posted. Frontier had issued an adjustment for Ms. to cover the reconnect fee as a onetime courtesy.
Frontier advises that a statement is generated on the 17th of each month and mailed to Ms.. The statements include Monthly Service charges with a description of each product on the account plus all taxes and surcharges are itemized under the TAXES AND OTHER CHARGES section.
Frontier spoke to Ms. on November 12, 2019 and confirmed with Ms. that her services were working.
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 have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To Whom It May Concern:I wish to cancel all services I currently have with Frontier Communications. From the start, I have beenovercharged, receiving several non-itemized bills. When I did not pay, my services were cut off withoutany warning (phone, email, and some TV). When I called Frontier Communications, I was told it was anerror, and services were restored. A few weeks later, my services were cut off again without warning -this time, when I called, I was first told there was no money owed, then they "discovered" a bill for$37.00 due in August, which never appeared in the bills I received. It then took me ten days to get myserviced restored (8 - 18 Oct.) as I did not wish to give my credit card number to dishonest people. Isent a money order. I then complained to Revdex.com and since then, I have had odd thingshappen, such as a "direct payment" to my insurance company not reaching my bank, and phone callsblocked or misdirected. I have felt obliged to change my bank account number, that of my credit cards,and use the services of ***, on the advice of a friend who is a judge.At 84 years of age, all this is affecting my peace of mind and my heath, and I must cancel all relationshipwith Frontier Communications. It had been assigned to me by AT&T, as part of a bundling package I gotfrom them. I did not choose Frontier Communications myself. As for those interruptions of servicedwithout warning, they also created a lot of trouble for my son, my doctor, and my friends. Please do notcontact me by phone.Thank you.
Regards
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 Frontier keeps turning
her services off.Ms. advises that Frontier has billed her
twice for the same services.Ms. advises she is not receiving her
monthly statements.Frontier
has investigated the above statements and offers the following response:Frontier
advises that Ms.’s reported a service outage on October 18, 2019 and
Frontier dispatched a technician that restored services on October 21, 2019. A
time out of service credit has been issued on the account.Frontier
advises that Ms.’s account was temporarily suspended due to a payment
delay and service was restored once payment posted. Frontier had issued an
adjustment for Ms. to cover the reconnect fee as a onetime courtesy.Frontier
advises that a statement is generated on the 17th of each month and
mailed to Ms.. The statements include Monthly Service charges with a
description of each product on the account plus all taxes and surcharges are
itemized under the TAXES AND OTHER CHARGES section. Frontier
advises that per Ms.’s request, the account was disconnected effective January
8, 2020.We
trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms.
has experienced as a result of the above matter.
I contacted Frontier Communications on several occasions to inquire about expiring promotions in the Tampa, FL market. Since we couldn’t agree on a price point of services I was satisfied with, I requested to have my service terminated. I specifically requested a termination date that would result in the least amount of issues with billing, either by having my bill pro-rated for unused days or terminated so there would be no service beyond the billing cycle or lost of services due to the billing cycle. I was notified that I could have a termination date of August 19, 2019 without any of these issues. Service was promptly terminated in the early morning hours on August 19, 2019, 6 full days before the beginning of the next billing cycle.
Shortly thereafter I received a bill for the full month of service, with service charges from 7/25/19 to 8/24/19. I then had several calls and online chats with Frontier inquiring about pro-rating my bill, where I was provided with a number of conflicting and confusing responses. I was initially informed that I should have received a pro-rated bill and should contact billing, before being told that I shouldn’t. A billing representative told me that I was entitled to a pro-rated bill, before informing me that Frontier no longer pro-rates bills, but that I should have continued receiving Frontier service throughout the end of the billing cycle. I even had an online chat on the Frontier website where I specifically asked if I terminated service in the middle of a billing cycle if I would receive a pro-rated bill. I was told, “Yes, there will be prorated charges if you discontinue your service in the middle of the billing cycle.”
It is absolutely unacceptable that I have to pay for 6 days of service when there was no service provided. If Frontier utilizes a policy of not pro-rating services, it is fraudulent to not provide those services for the full duration paid. It is also unacceptable to continually have employees who are representing Frontier provide confusing, inconsistent and inaccurate policy information.
Frontier advises that Mr. subscribed to FiOS Internet and FiOS TV service.
Mr. called on 08/07/19 requesting to cancel service. An order was created to cancel service on 08/19/19.
Frontier advises that the Mr.’s monthly invoice, page 2, reflects under Service Terms that “Subscribers to Frontier’s TV and Internet services are billed one full month in advance. Unless otherwise required by applicable law, if you cancel your TV and/or Internet service subscription, termination of your service subscription(s) and any early termination fees will be effective on the last day of your Frontier billing cycle and no partial month credits or refunds will be provided for previously billed service subscriptions”.
Frontier advises that no credit or refund is warranted per our Service Terms.
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.
I've attached a chat with Frontier support who directly tell me that I will receive a prorated bill. This is part of the confusion that led to this issue. Frontier is within its right to utilize a “no pro-rate policy”, even though its support personnel says otherwise. My complaint however, is that I should not have been charged for services that were not available to me until the last day of my Frontier billing cycle, August 24, 2019. If it were not for the confusion of Frontier support, I would have sought to continue using the service until the billing period ended. I however would not have even had that as an option, since that service was no longer available to me.
I've also attached an interview chat with Frontier corporate spokesman who discusses providing services through the end of the period.
Frontier corporate spokesman, Javier Mendoza, states that in an interview that, “If the customer cancels TV service and/or internet service after the bill date, the services will remain available through the end of the period.”
Regards
Frontier has agreed, in this instance, to provide a credit of $26.50 for prorated internet and tv service dated August 20th through August 24th.
Frontier advises that refund of $26.50 has been expedited which the customer should receive within 7 to 10 business days.
Internet service provided was constantly down. I called several times, 10/23, 10/25, and again on 11/1. I have have 3 ticket repair orders. I had to call again today d/t a no show repair order. They CANCELED my ticket. I am still without a house phone, even after agreeing to an upgrade on the internet service (still not reliable service) and have yet another ticket for repair. Very poor service and dissatisfied customer.
The Complaint states that:
Ms. advises that she’s experiencing an outage on her Frontier internet service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that a technician repaired Ms.’s internet service on November 5, 2019.· Frontier advises that time out of service credit has been issued for Ms.’s time out of service on November 8, 2019.· Frontier advises that we spoke to Ms. on November 8, 2019 to advise of the above.
I called to hear about their deals because I was moving and needed to get internet. I spoke to a man named Josh. I initially stated that I wanted the service, but I misunderstood the connection speed that would be provided. After, clearing up that he said I would be receiving 6MB as apposed to the 60MB I told he that I no longer wanted the service. This was all done during the same call. He told me that he was unable to process the cancellation and that I would need to call a different number. He connected me to another customer service representative that told me that my order did not exist. He also mentioned that he found it strange that Josh was not able to process my cancellation himself. I asked he multiple times if there was anything else I had to do and he assured me that everything was taken care of.
About two weeks later a self-installation kit and a bill was in front of my door. I called frontier immediately and told them the issue, they filled the disputed and told me all I could do is wait. I called back every week for about a month and each time a called they did something new. It wasn't until the third or fourth time I called that they actually closed the account so that I would not receive any future charges. At this point they continue to tell me all I can do is wait. I do not want to wait any longer this same situation happened to a friend of mine and they were sent to a collections company. I don't want to risk that.
Thank you for referring the complaint of Mr. to our office for review. We appreciate Mr. bringing this matter to our attention.
The Complaint states that:
Mr. advises he was billed after requesting to cancel Frontier residential order. Frontier has investigated the above statements and offers the following response:
Frontier advises we have issued the appropriate adjustment.
Frontier advises the account has been closed with a zero balance.
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.
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 changed address July 2019 my services have been moved to new address but has not worked I have reached out to them several of times they told me they were going to resolve the matter & they have not! The issue is ongoing & I told them I no longer want service yet they have not sent the items for me to return modem & they are still billing me! I would like this to be resolved! I am supposed to have a zero dollar balance! Also charging me an early termination fee because a default with their services! Today I received a bill for over $109.00 please help
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Frontier internet service failed to work properly when she moved her service to a new address. Frontier did not resolve the issue. Ms. canceled her Frontier service and was charged an Early Termination Fee. Ms. would like credit for the Early Termination Fee and her balance to be zero. Frontier has investigated the above statements and offers the following response:
Ms. requested that her service be transferred on July 30, 2019.
Ms. canceled her Frontier service before resolution and an Early Termination fee was assessed.
Frontier has issued credit to clear Ms.’s account to zero.
Ms. will receive a closing statement reflecting a zero balance within 30 days.
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 am a new resident in Florida and began service with Frontier Communications and began service in August 2019. I am receiving bills in the amount of $480+ only to find out that another individual's bill (*** - spelling?) is somehow intertwined with mine. I have spent countless hours and numerous phone calls to the customer service department( too many to count) trying to get someone to remedy this situation and get my billing corrected without no progress as of this date. In addition, my main cable box crashed and I had no cable for 4 days. I have an elderly mom living with me and it is her only source of entertainment. I paid $296.05 initially, then a payment of $86.25 after speaking to Kelly on October 5th, employee ID who advised the remedy ticket should be completed by week of October 21. It has not been completed. Every month I must call at least twice and stay on the phone for 2 hours while each rep tries to figure out how to fix the situation. I then spoke to a supervisor, Palace, employee ID who kept advising me her system was not working and finally told me she promised she would call back in 24 hours. No call back. I next spoke to Donna, employee ***, Donna talked to her supervisor and told me to pay $152.57, which was a discounted rate and I should wait a few days and I'll see the corrected billing online. Nope! I am a retired business woman and I can not believe how Frontier does business. It took them a month to bury a cable that was stretched across my driveway and yes, I had to call twice to get that completed.
To be clear, I have the following services: Fios triple play, 4 tv boxes, whole house DVR, WIFI, Prime TV and basic sports which includes the Big Ten Network. I DO NOT have HBO and the rest of the duplicated services on my bill.
Thank you for referring the complaint of Mrs. to our office for review. We appreciate this matter being brought to our attention.
Frontier has investigated the above statements and offers the following response:
Frontier advises that another account was linked to Mrs. account in error.
Our internal department has unlinked the Fios accounts.
Credits totaling $353.20 were issued to the account. Please allow 1-2 bill cycles for credits to post.
The bill cycle is the 24th of the month. Once the November 24th, 2019 bill is accessible I will review. If additional credits are warranted I will issue a manual credit adjustment. If no further credit is warranted I will advised Mrs..
On November 8, 2019 I relayed the resolution to Mrs.. During this contact, I advised Mrs. that I would waive the ETF if she decides to discontinue her Frontier service. I explained to Mrs. that Frontier bills through the end of the bill cycle date. I advised Mrs. that I would follow up on the November and December bills to ensure the issue has been resolved. Mrs. has my direct contact number should she require further assistance regarding this matter.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
Sincerely,
Stacey M.
Frontier Executive Relations
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. Per my conversation with Frontier they will monitor my account to be certain that the billing moving forward will be correct.
Regards
This company has been nothing but a headache for the past year. We had tech issues which they gave us the run around multiple times for. This is a landline for a seasonal camp we own, and have Frontier as our carrier for basic phone plan. It is mainly for emergency purposes because the camp is on a lake with no cell service around. We have been loyal customers who pay our bill on time and have for the last 5 years. After all the issues with them this year we decided to cancel our account. Got tired of paying a bill when we had static on the line, no dial tone, etc.
I contacted and spoke with a rep (even wrote down her name, ID #, etc. so I could confirm who exactly I spoke with!). She told me that after all of our issues etc she was crediting me the total bill, as well as adding a few extra dollars so we would not receive late fees if this was delayed their end for any reason. I took down the cancellation number, etc for proof. Now I'm receiving a bill for $25, stating that is the remainder after all is said and done. I am NOT complaining over the insignificant amount of the bill, nor am I trying to "pull a fast one". I am so disgusted with the way this company handles their customer service calls/complaints, etc. I always speak to them in a pleasant manner, even when I want to throw the phone through a window out of aggravation (sorry but at least I'm honest!!). I am not the only customer who has experienced this kind of aggravation with this company. I have many friends and family, as well as lake neighbors who utilize their service (mostly for the sake of them being one of the few choices at that location)! I spent another 2 hours with them on the phone today, all while caring for a sick parent with Alzheimer's. Not real simple trying to do both. 2 hours for any call is ridiculous! This should not happen. I'm upset, frustrated, angry. All I wanted was what they promised....which was to be disconnected from their service, and to have a zero balance. I have perfect credit, and I pay any and every bill on time. I do not need to have this hanging over my head because of their incompetence. Nor should I or anyone else be spoken to in the rude manner and tone in which they used.
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. advises that she is unhappy with the service she receives when she calls Frontier’s customer service department. Ms. advises that her balance should be at zero.Frontier has investigated the above statements and offers the following response:
Frontier advises that they are working on opportunities to alleviate customer frustration related to customer support. Frontier apologizes to Ms. for her customer service experience. Frontier advises that Ms.’s account has been paid in full and is currently at a zero balance. Frontier spoke with Ms. on December 10, 2019 and discussed the above 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.
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,
***n
I called to inquire about lowering our bill on 10/09/2019. We originally had monthly 75/75 internet (speed) service for $87.99 and the "Freedom Essentials" with free long distance phone (a hard-wired land line) for $30.00. I was told we could "bundle" for $80 a month and go to 500/500 internet speed with that. I agreed, and then our phone stopped working. Called tech support and the person immediately recognized that we had a hard-wired land line and they had switched us to digital, which we are not set up for, nor did we want. Was forwarded to customer service where the person told me that she could get the phone back to hardwired and we could get our regular 75/75 internet for $29.99 a month. She said the phone should be working within 30 minutes. Two hours later the phone was not working so I called tech support back. That person could not figure out why it wasn't working and told me a technician would contact us in the next 48 hours. I received a message on my cell phone the next day from a technician who stated he was at my house. I called back and left a message stating we did not need a technician, we just need the phone switched back to hard-line. At some point that day the phone came back on. I received an email that the bill was available to view online, which I did not ask for paperless billing, and have yet to receive a bill in the mail (today is 11/03/19), The bill is charging us $79.99 for 50/50 internet service (which is lower than we had) and the phone charges are now $59.25 ($22.50 residence line, $8.50 call forwarding, $9.50 three-way calling, $11.75 caller ID w/name and $7.00 sensible minute plan) plus an additional Frontier Com of America charge of $45.20 (which I was later informed were long distance charges). I called them that evening on 10/23, explained that nothing was as I had been told, was told he was checking on the account and 20 minutes later I got switched to another person. Told that person the situation and then got disconnected. Called back again. The person tried to get me into different "bundles" and I was told that they needed to send out a technician. I said all I want is for my phone bill to go back to the way it was and pay the $29.99 for my same internet. They couldn't explain why a technician had to come out and transferred me to tech support, who was not sure why they transferred me to them as it was a customer service thing, and unfortunately he couldn't transfer me back customer service closed at 7:00. Called on 10/24, was told I was not an authorized person on the account, this after I have been talking to several other people and was authorized each time. Asked to speak to a supervisor. Explained the situation, was told I was being transferred to customer retention and was disconnected. Called back again, still 10/24 and spoke to customer retention. I asked them to listen to the recording of the conversation on 10/9, where I was quoted the price and told phone service would stay the same. They said they would look into it and a rep would call back in 7-10 business days. Called back on 10/27, still wanting to get some of the fees removed and the person said that the best course of action was to leave everything that way it is until they make a decision based on the phone recording. Was told that normally they notify you by email and it is usually within 72 hours. I then called back again on 10/30 to check and was told there were no notes in the account. They have not looked at it yet. She did not know how they notified people, or how long it would take. Called again 11/1, was told that he did not see anything showing that they were looking into anything. Each time I spoke to a representative, they couldn't just get my plan back to the way it was. I told them I did not need call forwarding, three way calling, caller ID with name, and I asked them what was the "Sensible Minute Plan" they have me on. No one knew what that meant. According to the Frontier website, it says it is .11 cents a minute. So it that is the case, how can I have $45.20 in long distance charges for two long distance calls. I have names, and dates, as well as the time of day I spoke to the representatives.
The Complaint states that:
Mr. advises that he is disputing his most recent amount billed by Frontier. Mr. advises that he did not receive the services he was promised following a quote to change his Frontier services.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that a credit will be applied to Mr. account, for the difference between what he was billed for services, and the package that was offered but not put into place.
· Frontier advises that Mr. has a pending port out order to change to another provider.
· Frontier advises that we spoke to Mr. on November 8, 2019 to advise of the above.
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.
I was contacted on 11/08/19 by the Corporate Office. The person that called apologized and stated that she would look into the matter and send an email to our email address on file on Tuesday 11/12/19, that would show what our bill had been lowered to. As of today, 11/13/19 at 5:44 PST, I have not heard back from them. At this time I do not feel that the issue has been resolved as I have not received anything in writing as to what they are going to do regarding this matter.
Regards
The Complaint states that:Mr. advises
that he is disputing his most recent amount billed by Frontier. Mr. advises
that he did not receive the services he was promised following a quote to
change his Frontier services. Frontier has investigated the above statements and offers the
following response:Frontier advises that we apologize for the inconvenience this issue is caused. Frontier advises that credit was applied to Mr. account on December 18, 2019.Frontier advises that a refund check was issued to Mr. on January 7, 2020.Frontier advises that we discussed this complaint with Mr..
Whiling signing the internet service, the salesman told me I will get a $100 gift card and a free one year *** membership, but I never get them. Then the salesman told me after paying three months bills I will get them, but I still did not get them. Besides the monthly bill have extra $10 per month for modem rental which can't be waived even though you use your own device according to other costumers. I had asked the salesman when signing the contract, he said there won't be any extra fee.
The Complaint states that:
Ms. advises that she has not received the promotional rewards promised to her at time of ordering her Frontier service.
Frontier has investigated the above statements and offers the following response:
· Frontier advises that we apologize for the inconvenience this issue is caused.
· Frontier advises that both the *** Reward Card redemption instructions, as well as the *** Offer redemption instructions were emailed to Ms., to the email address she provided at the time of ordering. Both emails were sent on October 6, 2019. These instructions were resent on November 6, 2019.
· Frontier advises that we spoke to Ms. on November 6, 2019 to advise of the above.
I have canceled service before it was set up because of false information that was given to me about coverage area. I contacted the President of Frontier communications and was told there is very little service in my area. Money is being stolen from my account through autodraft that was set up by Frontier. I have contacted the President by phone and email with no luck. I have called customer service with no luck only to be hung up on. I have internet service with a different company so this is really causing me financial problems.
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 that Frontier is charging him for services that they are not providing. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Mr.’s account and advises that a service order was completed but services were not installed at Mr.’s house.
Frontier has cancelled the accounts under Mr.’s name and will provide a full refund of service charges billed to Mr. along with any deposit paid to Frontier.
Frontier spoke to Mr. on November 6, 2019 and advised of the above information.
Frontier has set up a follow up with Mr. after November 23, 2019 to ensure accuracy on the final statement.
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.
I keep getting billed for equipment that frontier says I did not return but I did on a cancelled account .I provided proof of delivery and frontier reps have confirmed that the equipment is in their inventory, yet I keep getting billed.
The Complaint states that:
Mr. is disputing charges for unreturned equipment. Frontier has investigated the above statements and offers the following response:
Frontier advises the equipment has been returned and credited back to the closed account as of November 2, 2019.
Frontier spoke with Mr. on November 8, 2019 and reviewed the above
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 cancel my account sept 2018
Frontier reopened with out my consent and charge my bank account on file
When I dispute frontier told me if I want I can cancel again to not get charge another time
How many customers they go thru they account and just reactivated there account to charge fee?
Thank you for referring the complaint of *** to our office for review.
The Complaint states that:
Mr. is disputing billing for services requested disconnected. Frontier has investigated the above statements and offers the following response:
Frontier advises the account has been disconnected and the final billing of $ 308.40 has been credited back to the closed account and will go thru the refund process. This credit will appear on next statement in December 2019.
Frontier contacted Mr. and reviewed the above.
We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that *** has experienced as a result of the above matter.
I have been a 30+ year customer of Frontier Communications (formerly Rochester Telephone). I had both landline telephone and Internet service. I decided I no longer needed telephone service and cancelled. I was told they needed to send a technician and that I would be charged for it. I told them I know they only needed to turn off the dialtone at the central office and that no technician visit was needed. They said they would waive the technician fee. I made an appointment for a Friday afternoon but they showed up at my home the day before at 7:30 AM. A technician told me they did not need to get inside but did need to reset my Internet connection. I do not know why because the "retention specialist" told me I would have the same service. But, once the phone service was shut off, my Internet speed (specified as 6 Mbs and measured by me using Frontier's own speed test at 5.7 Mbs dropped to 2 Mbs. I called to complain and a service call was initiated. The service was scheduled for Friday between 1PM and 5 PM. I took an afternoon off from work to be there but no one showed up, called or texted. I called the repair department and was told that the repair had to be escalated to a different technician who would be working until 7 PM. But the problem was not resolved and I was not contacted. Meanwhile, I receive a bill that included the techinican fee that they said would not be charged but showing credits of about $140. BUT, the credits were ADDED to the bill rather than subtracted. I called customer service and was told that a billing complaint would be filed.
I cannot believe that a company like this would continue to be franchised to provide service. Unfortunately, there is only one other choice for Internet service in our area and their reputation is just as bad.
The Complaint states that:
· Mr. advises he is disputing the charges on his bill.
· Mr. advises that he is experiencing issues with his Frontier internet speed since removing phone service.
Frontier has investigated the above statements and offers the following response:
· Frontier apologizes for the inconvenience this issue has caused.
· Frontier advises that a credit was issued on October 19, 2019 for the disconnection of Mr.’s phone service.
· Frontier advises that a new modem was shipped to Mr. and received on November 8, 2019.
· Frontier advises that despite our best efforts, we were unable to reach Mr. to discuss his complaint. Direct contact information was provided via email and voicemail.
The internet service in my home is very very slow or none existent. When I call to complain mostly they tell me there is nothing they can do or one time they promised the would upgrade my antique router( which they told me it is) and they would increase my mega bites or whatever it is from the current 5 to 12.The day they were supposed to be here the repairman called and said he can't do that that they should have never should have promised me that. I don't know what it would take to upgrade the internet but they do nothing. We also have a land line phone with them. Whenever I try to call to get something done I spend 30 to 60 minutes on the phone and accomplish nothing. Also my bill increases almost every month. I have called other companies to try to switch service and as soon as they hear I have Frontier they tell me they can't come here. Frontier truly has a monopoly.
Frontier Communications
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:
· 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 also advises that the available Internet speed depends on the distance from the nearest Frontier serving node.
· Frontier has spoken with Ms. regarding her service.
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: Donna M Department: Executive Customer Relations
Account No.: ***-5
Name: ***, 225 S. F St., Oxnard, CA 93030
Frontier's router, which they charge $10.00 per month for, was not operating properly. I only received internet in ONE ROOM (10x10) of an entire house. A technician came to resolve the issue. The issue was unresolved. Frontier sent a new router. The new router provided the same unacceptable service - internet only in ONE (10x10) room. A second technician attempted to resolve the issue. The issue was still unresolved for a second time.
On 9/23/19, I returned the router:
*** Serial: *** UPS Tracking No.: 1ZRA*** Frontier continues to charge the $10.00 per month router fee even though the equipment was returned. I wrote them on 9/23/19, 9/30/19 and 10/8/19 requesting the $10.00 per month fee be removed.
Their equipment was faulty. I am not renting their router. I returned the router on 9/23/19.
I purchased my own router, which works perfectly. Frontier's equipment is faulty.
I spoke with Kelly at Frontier (Office of the President), who explained: "Frontier has no way to take the fee off".
After three letters and two phone conversations, Frontier refuses to remove the $10.00 per month rental fee for their equipment, which was returned.
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:
*** states Frontier’s router was not operating properly. She only received internet in one room in her entire house. *** states the router issue was unresolved even after two attempts by techs to fix it. *** states she returned the router to Frontier. *** states Frontier continues to bill her $10.00 monthly for the router even though she returned it. *** wants Frontier to remove the $10.00 monthly router fee and provide a partial credit for September 2019 for $3.33. Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** and informed her that per tech notes from July 2019 tech explained Wi-Fi is not guaranteed. Tech advised *** to have extenders placed and she declined. She will not purchase any other devices. He informed her to hardwire devices and she declined.
Frontier informed *** that the router is equipment provided with every service order and specifically designed to work with Frontier’s service. The advertising and residential internet terms and conditions make clear that Frontier service includes equipment charges, such as the router charge, and neither advertisements nor terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, Frontier’s router charge continues to apply.
Frontier cannot support or repair non-Frontier equipment.
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.
Frontier Specialist: Kelly Etherton Department: Executive Relations
Telephone Number: 8443204445 x1122578 Fax Number:
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's response does not resolve my complaint; it simply restates what has occurred to date. Frontier's equipment is faulty. They replaced a router, but it did not work properly either (only provided internet in one 10 x 10 room).
Frontier states, "......buy a wired connection or additional $20 per room equipment." I purchased WIRELESS (NOT WIRED) internet. I do not want a "wired connection". I don't want to buy (from Frontier) additional $20 per room equipment, which would be an additional $120 per month! This is a SCAM!! They offered wireless internet. When their equipment does not work properly, they offer an additional $20 per room solution, but want to continue billing for the original faulty equipment. (I purchased my own equipment, which works fine.)
I'm a disabled senior citizen. They're are clearly attempting to take advantage.
Their equipment did not work properly and was returned. I will not pay for faulty returned equipment.
I contacted Frontier numerous times - by letter on 9/23/19, 9/30/10 and 10/8/19 and by telephone on 10/10/24/19, 10/29/19, 11/8/19, 11/15/19 regarding the issue, but they refuse to resolve it.
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:
*** states Frontier’s router was not operating properly. She only received internet in one room in her entire house.
*** states the router issue was unresolved even after two attempts by techs to fix it.
*** states she returned the router to Frontier.
*** states Frontier continues to bill her $10.00 monthly for the router even though she returned it.
*** states that Frontier offer was a $20.00 per room solution but want to continue billing for the original faulty equipment (she said she purchased my own equipment, which works fine.)
*** states she is a disabled senior citizen.
*** states Frontier’s equipment did not work properly and was returned.
*** states she will not pay for faulty returned equipment.
Frontier has investigated the above statements and offers the following response:
Frontier spoke to *** and informed her that per tech notes from July 2019 tech explained Wi-Fi is not guaranteed. Tech advised *** to have extenders placed and she declined. She will not purchase any other devices. He informed her to hardwire devices and she declined.
Frontier informed *** that the router is equipment provided with every service order and specifically designed to work with Frontier’s service. The advertising and residential internet terms and conditions make clear that Frontier service includes equipment charges, such as the router charge, and neither advertisements nor terms and conditions provide any exceptions.
A customer may choose to use their own router, but if the customer does, Frontier’s router charge continues to apply.
Frontier cannot support or repair non-Frontier equipment.
Frontier’s spoke to *** on November 22, 2019 and informed her that the position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
We trust that this information will assist you in closing this rebuttal. We regret any inconvenience that *** may have experienced as a result of the above matter.
Frontier Specialist: Kelly E Department: Executive Relations
I was given a promotional rate in November 2018 that was never applied to my account which is stated on my November 2018 statement. In January 2019 to February 2019 my cable skyrocketed to over $300 in one month for basic cable. I called multiple times and no one there can do basic math, you are transferred from department to department and no one solves the problem and promises a call back which they never return. There is no follow up, no call back, and no resolution to the problem. I have spent hours and hours talking to Frontier representatives that have no clue of what they are doing and lie. My conversations are recorded and I want the tape pulled. I cancelled the service in March 2019 and Frontier bills you until the end of the month (unethical) even when I cancelled the service in the beginning of the month. This was false advertising for a promotion on my statement that was never applied and now I have a $700 bill for basic cable & internet for 3 months. I have no home phone service with them.
Thank you for referring the complaint of *** to our office for review. We appreciate *** bringing this matter to our attention.
The Complaint states that:
Customer wants to make sure her bill is correct Frontier has investigated the above statements and offers the following response:
Frontier reviewed Ms.’s bills and found that she for two of the bills she was charged for equipment and a higher rate for the service then she should have.
Frontier issued a credit in the amount of $168.64 to correct the additional charges.
Frontier spoke with Ms. and advised of above.
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.
Frontier has not addressed, attempted to fix, or offered compensation for not providing me with the internet speeds I pay for each month
Thank you for referring the complaint of *** to our office for review. We appreciate Ms. bringing this matter to our attention.
The Complaint states that:
Ms. states she is not getting the Internet speed that she is paying for. Frontier has investigated the above statements and offers the following response:
Frontier records show that Ms. is subscribed to Frontier’s Internet core which is billed at $20.00 per month plus the modem fee and any applicable taxes and surcharges.
Frontier’s Internet speeds are offered in tiers. The high-end of the speed range in a service tier represents the potential wired maximum speed capability in that service tier. As stated in Frontier’s terms and conditions, “actual Internet speeds may vary and are not guaranteed”.
The tier to which Ms. subscribes is Internet Core, with a maximum provisioned speed of 6Mbps. Ms.’s service is provisioned at 6Mbps.
Frontier finds no records of any repair tickets being issued on Ms.’s account since it was connected on May 7, 2019.
Frontier advises that several attempts were made to contact Ms. to discuss this issue further but was unsuccessful speaking to her.
Frontier has mailed Ms. a letter with direct contact information if she needs any further assistance.
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.
Signed up for internet service the service never worked and now they are trying to make me pay a months bill for service that never worked and still doesn’t work. Plus they owe me money back for a deposit.
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. is disputing a bill for service from Frontier. Frontier has investigated the above statements and offers the following response:
Frontier reviewed Ms.’s account and determined that her installation order was completed but the service was not installed.
Frontier has terminated Ms.’s account and will issue an adjustment for any service charges once the account has a final statement. Frontier advises that Ms. will receive a refund for the deposit she paid.
Frontier spoke to Ms. on November 4, 2019 and advised of the above information.
Ms. has direct contact information to a Frontier supervisor.
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