Menu
For Business Write a review File a complaint
FairPoint Communications Customer Service Phone, Email, Contacts

FairPoint Communications
Reviews and Complaints

www.fairpoint.com

Learn how the rating is calculated

4.0 63 Complaints
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

FairPoint Communications Complaints 63

ComplaintsBoard
H
8:43 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

FairPoint Communications I WANT VERIZON BACK!!!!!!

I remember a little over a year ago, a simpler time, when not only could I pay my phone/internet bill online, but when I called to speak to a customer service rep I spoke with someone after a few number or voice promts and DIDN'T get transferred 9 times because, ( althewhile repeating all my information with ever new customer serve rep in no-mans-land) " I'm sorry, Ma'am, I can't help you with that becase it isnt my department, let me transfer you" to only get DISCONNECTED and start allllllll over again. This fond memory, is of course, when I was a VERIZON customer and a happy one at that.
On top of the basket full of kittens that Fair Point Customer Service is, my service was interrupted for non-payment. Mind you, this has NEVER happened before. My husband and I pay our utility bills gratefully every month and have NEVER had so much as a disconnection notice in the mail. But I discovered after tearing open my monthly bill that it was a whopping 457.00 because they had been triple billing us for the past 2 months. And this was 3 months ago. Still hasnt been resolved-after a few hundred more transfers and "pin the blame on another department", which seems to be the Fairpoint Mission Statement.
The clincher to all this is I cant DO anything about it- I live in Rural America and have no other options for telephone or DSL service. So I "Googled" The phrase " Who hates Fairpoint as much as I do?" and came up with this site. At least I got my grievances aired. If any of you have suggestions I would be ever so grateful and I am not happy in your grief, however glad that I am not the only New Englander fed up with this poor excuse for a business.

Read full review of FairPoint Communications and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
R
R
R. Smith
Milford, US
Jun 16, 2009 3:20 pm EDT

I agree whole heartedly. They have double debited my account twice and put me in the hole for over 1oo.oo dollars. No one in that office knows what the other one is doing. I would not reccommend FairPOint to any one. I never had this trouble with Verizon.

S
S
S Dawkins
Exeter, US
Mar 19, 2009 1:11 pm EDT

I hate them too, their website is awful, doesn't work with Firefox, half of the things that should be secure are not. I have paid my bill with their new system only 2 times, and so far has not gone through...

I wish there was someone else to switch to so I can have my Fios... if Comcast had Fios or speeds like it I would go back in a heartbeat.

ComplaintsBoard
P
9:05 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

FairPoint Communications Poor customer service/billing support

I am not happy that Verizon Fios did not pass in NH and because of that my bundle package for TV is with Direct TV. My billing is all bundled thru Fairpoint and when there is a discrepancy with the bill I have to pay all to include the overcharge and then they correct it for the next month's bill. I have had more problems with Direct TV billing and as a result when I try and to speak with someone at Direct TV/Fairpoint to assist me with these billing issues the problem doesn't get resolved. On top of that I still have to pay by mail in order not to be charged as despite the takeover, Fairpoint still does not have the internet up and running for us to go on and pay/review bills or even email customer service. The billing dept is only available from 8am to 6pm EST so it makes it very difficult to get a resolution. Today I tried to call 3 times and all three times the automated system disconnected me. I didn't have this problem with Verizon before Fairpoint took over.
Because of all of this I am about 90% sure I will be switching back to Comcast. Fairpoint is taking too long to get their act together.
Somehow I don't think I am the only one experiencing this.

Read full review of FairPoint Communications and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
A
A
agentss
US
Feb 24, 2009 5:28 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I have not had any problem with poor service when contacting the call center for DSL support or wireline support for voice services. The service has been much better then with Verizon and unlike Verizon I spoke to an English speaking person in this country not a poor speaking person from India that Verizon out sources to

T
T
techmonkey
North Reading, US
Feb 14, 2009 6:34 am EST

I agree completely...this company does not have it's act together. I tried to call and cancel my service on Feb 5, and was told I can't because they are doing data conversion and their systems were down until Feb 12! Can you image a communications company with a planned system down for over a week. Honestly, I think prior to this venture, the management team for this company ran a donut shack. I'm still trying to cancel my service, that is, if I'm able to reach them during their customer service hours of M-F, 8-5! I guess I'm expected to be on hold for hours while I'm working. Can you tell...I hate this company. I'm no fan of Comcast, but they're looking pretty good right now, and I'm switching back to them if I can ever reach FairPoint.

ComplaintsBoard
J
4:12 pm EDT

FairPoint Communications Service

Fairpoint sucks!

Since Fairpoint took over, my phone service is staticky and my Internet service sucks. I get bumped offline constantly and sometimes can't get on at all. When I am in the middle of work looking for info online and get disconnected, it's very annoying.
I hate Fairpoint and want verizon back! I never had problems with their service.

Read full review of FairPoint Communications and 18 comments
Hide full review
18 comments
Add a comment
F
F
farmgirls
US
Feb 04, 2018 1:48 pm EST

Hello
this is my first time on & I have not read a positive note about fairpoint-I agree the service cannot be put into the terms I feel. Surly miss verizon

I
I
Iowegian
Amherst, US
Aug 11, 2016 7:30 am EDT

We switched from Fairpoint to Comcast over two months ago, but they continue to bill us for service. We cancelled at the time of conversion. It has been extremely frustrating trying to reach a person who can help me as I've called 7 or 8 times and either been disconnected or on perma-hold greater than 15 minutes. It's a sign of a poorly run company when you can't get through to a person to cancel their service.

B
B
bbowley
rockland, US
May 08, 2009 9:34 pm EDT

Shocking lack of customer service and complete inability to provide services sold.

3/2/09
I called and placed an order to change my phone number and add internet service.
I was given a new phone number and told both the number change and the internet service request would be complete 3/12.
I was told I would receive a modem in the mail before that date.

3/3/09
The phone service was immediately changed to the new number.
I could call out/receive calls using the new number.
I could not set up or use voice mail

When the old number was dialed - there was a message that the number was no longer in service.

3/14/09
I called to report that I had still no received the modem and that I could still not use voice mail.
I was told that there was some sort of error in the original order and that a repair order had been placed and someone would call me back on my cell.

3/17/09
The old old number and voice mail seems to have been reinstated and now when you call the new number there is a message that it has been disconnected.

I called the order/repair status department and was told there was now a new repair order in and it would be “fixed” by 3/18.
When I asked how could it be fixed if I don’t have a modem, I was directed to another department – told the whole story again…placed on hold until a 3rd person picked up the line.
I started all over again only to be told that she couldn’t help me and that she could give me the number for the repair department – but there would only be a busy signal today and I should try tomorrow.
I have asked for a supervisor to return my call and I need help.
This call lasted over 77 minutes. In fact when I got the 3rd person a on the line she said I see you called at 12:17 – yes, and over an hour later it was still the SAME call.

3/18/09
Heather called:
Confirmed that the modem was never shipped and that the order seemed to be in “progress”, and I was told phone order was in progress but I would have to call repairs to find about anything about the phone line.
Polite – but not very helpful.

3/20/09
Send an additional email and held on the order department and repair (both) phone for 20 minutes each – calls were never picked up.

3/20/09
Nicole called from repairs:
Phone line is in progress.
Internet = Can’t help me – I need to call the order department

3/21/09
Phone and voice mail are finally working.
(the old number still has voice mail too FYI)
Received a call and was told the internet service was still “on order” but there was no estimated date…no info available.

4/17/09
Called to check on internet service.
Was told there was some conflicting info and she needed to speak to a supervisor - put on hold for 23 minutes….and the operator got back on the phone and asked me if my phone number was waiting to be changed to the old number…how is this even possible?
No – and I had to recount all of the above…again.
Hold again to talk to supervisor – hold: 8 min
Operator confirmed that modem kit will be sent…she was going to talk to the technicians…back on hold:
She also said that there seemed to be a signal…back on hold: 8 min
Technical support can’t help because they can’t confirm if there is a signal unless I have a modem.

Was told she would ask them to send the modem today – should receive by Tuesday.

If I had a problem then I would have to call tech support.

Told I would receive a free month of service and that the operator would take care of this and call me to confirm it was done.

4/23/09 – this message was sent to operatorservice@fairpoint.com and I have not received a response.
Received a bill today with the credit mentioned above and a charge for $112.00 for internet service.
I was told the price of the bundled phone and internet was approx $65 per month.
Not to mention the fact that I have STILL not received a modem and therefore DO NOT have internet service.

4/30
Called customer service, before I could even describe my issue I was transferred to repairs...
Repairs told me they could only help if I didn’t have a dial tone – transferred to orders...
Orders told that the order was “complete” and they couldn’t help me – transferred to ...[protected]….dept?
On hold for 22 minutes...I had to hang up and go to work.

5/4
[protected] repairs…can’t help me – have to talk to customer service…
Transferred to Ron….
Shipped 5/4 Fed-Ex.
Will arrive tomorrow – Ron called fed-ex and confirmed they would leave the package without a signature.
Asked about charges…..41.27 will be credited.

5/9
Arrive home on Friday evening – finally the box is here!
Alas...the disk does not “read” in my computer.
No instructions in the box.
I call for technical help [protected]) and am told:
No record of my account exists.
I need to go on line to set it up. (I DON’T HAVE INTERNET)
That I need a filter – that should have come with the box...no filter in the box.
Was told I should have a BLUE cable – do not have a BLUE cable.
Was told I could try to set it up instead of my phone for the time being because there was no filter.
Then I asked her to give me the instructions verbally so I could hang up and try it and go buy a filter on my own later, and she said “You don’t understand the problem – I told you I can’t help you - you need to call customer service on Monday”
I said wait let’s try it - just tell me how so I don’t have to call back (at my expense on my cell because my phone won’t be working) and wait after I disconnect the phone...and then she hung up on me.

You, as a company, are beyond the pale of meeting any expectations to a consumer for the products and services that you are selling.

F
F
fairpointsucks
Acton, US
Dec 02, 2012 3:14 pm EST

Yes Fairpoint Communications DSL speed is extremely poor. Especially to Monmouth ME.
Slow Monmouth speed is however not surprising. If you do some network analysis you will find that the Monmouth NOC uses DSL to communicate to the Winthrop NOC.
Simply put, there is no switch in Monmouth providing true DSL but a bunch of DSL modems in the Monmouth NOC bridging the customer DSL modems to the Winthrop NOC via DSL.
(Even more simplified explanation) If you live in Monmouth ME your DSL modem is talking to a DSL modem in the Monmouth NOC talking to the Winthrop NOC switch that generates the DSL connection.
Only reason I can think that Fairpoint would do this is because there is nothing but twisted pairs from Winthrop to Monmouth and they are to cheep to upgrade their lines.
So YES if you are paying for DSL in Monmouth Maine Fairpoint Communications is knowingly riping you off.
Additionally if you run a trace route out to anywhere in the world from Monmouth via Fairpoint DSL you will find that it typically takes 6+ hops to get out of the Fairpoint network.
You will also notice that some of the Fairpoint switches route connections back to the switches that routed connections to them. This usually indicates total incompetence on the part of the network engineers or failing port cards in the switches. Either way it means that quality of service is not a high priority at Fairpoint Communications and YES when you speak with Fairpoint you find BS is actually the highest priority.
This also indicates that the Main PUC is not doing their job otherwise they would be investigating Fairpoint Communication practices so you get burned not only by Fairpoint but your taxes are being wasted on a usless Public Uitilities Commission.

M
M
Mainelady
Boothbay Harbor, US
Oct 24, 2012 5:12 am EDT

I moved down 3 doors to another apt. same building called a week before I planned to move and was told they needed 5 business days. Ok they said hook up phone and Internet on 10/2/12 never showed up. Called again next day and was told my order got stuck then canceled for some reason. they gave me a new date for a week later, never showed up. I called and talked to a supervisor and was told they would do it next day. Guess what never showed up. There getting tired of hearing from me by now. I called yesterday and was told it was on, but it wasn't working. I then had to talk to a tek and was told he'd give me a ticket and would take 4-5 business days. I asked him to expedite please as it had already been a month. He did and they showed up yesterday afternoon. Thank God! Couldn't get my computer to except my mortem so he did it on his. Everything working fine now. Thank god for the teck. guy that showed up. I was so grateful to him I gave him some home made cinnamon rolls.

P
P
pipemandoo
Sangerville, US
Aug 09, 2011 1:52 pm EDT

After reading some of these complaint I don't believe my making one will make any difference. I've several complaints but will probably get more action from my cat than Fairpoint. I'm looking for another way around this bunch...what a laugh their service is.

F
F
86Fairpoint
Biddeford, US
Nov 21, 2010 3:57 pm EST

I don't believe that this company is still in business!

F
F
86Fairpoint
Biddeford, US
Nov 21, 2010 3:56 pm EST

What more can I say?

Fairpoint is a con, plain and simple

Fairpoint gets away with it by paying off the PUC tiny fines with money they steal from customers that are not receiving what they are billed for month after month.

J
J
Jon3243
US
Jun 11, 2010 12:34 pm EDT

I'm in Washington and we use to have a private company for 25 years here everything was great service was great now they got this stupid low life company Fairpoint Com. PHONE SERVICE AND BY FAR THEY ARE THE WORST company I ever have seen in my life theire sevice sucks and they are overpriced and must have retarted people working there they never get anything right they are worthless and it should just shut that dumb companany down and turn it over to AT@T.

Fairpoint you are in the wrong business GO HOME LOOSERS!

W
W
Whitcomb l
Waterville, US
Aug 22, 2009 3:13 pm EDT

I can empathize with your frustration and situation. I have lived in Vermont for 45 years and never have I seen such poor customer service!
We here in Vermont have phone lines that are older than the hills but our cost for phone service still raises.

My mom has desperate need for phone for her testing for her heart is done via phone lines and at least once a month Fairpoint looses connection at their residence!

I could not even get a technician by phone with out trying to answer 50 question
mostly not even pertaining to my situation and before hanging up with machine customer service I used language that certainly should not have led me to this point! And yes I was extremely upset!

Stan had an excellent idea
“I will make them sign a contract that allows me to back-charge them for any and
all headaches and downtime their poor service ends up costing me”
Now if we all get this message to Fairpoint Communications maybe they will see we
all have had enough of and not willing to put up with their crap!

Sometimes I receive a bill and sometimes I don’t!

Unfortunately we cannot switch to another communication line since we live in country and are lucky we can even get phone service!

I want the government to force this company or the next one to use live customer support not some stupid machine that’s worthless! Any one have any ideas if there are other places we should be placing our fustrations! I was thinking BBB (Better Business Bureau)
Thanks all for listening-very ups!

FairPoint Communications Reviews 0

Looks like FairPoint Communications has no reviews yet.
Write a review
Subscribe to receive notifications of all new customer feedback

If you represent FairPoint Communications, take charge of your business profile by claiming it and stay informed about any new reviews or complaints submitted.

👉 Claim your business

Overview of FairPoint Communications complaint handling

FairPoint Communications reviews first appeared on Complaints Board on Oct 27, 2008. The latest review new service was posted on Apr 23, 2018. The latest complaint no telephone or internet was resolved on Nov 10, 2014. FairPoint Communications has an average consumer rating of 4 stars from 63 reviews. FairPoint Communications has resolved 48 complaints.
Ratings on other review websites
Trustpilot
Trustpilot
2.5
6 review
Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service
  1. FairPoint Communications Contacts

  2. FairPoint Communications phone numbers
    +1 (866) 984-2001
    +1 (866) 984-2001
    Click up if you have successfully reached FairPoint Communications by calling +1 (866) 984-2001 phone number 0 0 users reported that they have successfully reached FairPoint Communications by calling +1 (866) 984-2001 phone number Click down if you have unsuccessfully reached FairPoint Communications by calling +1 (866) 984-2001 phone number 0 0 users reported that they have UNsuccessfully reached FairPoint Communications by calling +1 (866) 984-2001 phone number
    Customer Service
  3. FairPoint Communications emails
  4. FairPoint Communications address
    521 East Morehead Street, Suite 500, Charlotte, North Carolina, 28202, United States
  5. FairPoint Communications social media
  6. Andrew
    Checked and verified by Andrew This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Jun 13, 2024
FairPoint Communications Category
FairPoint Communications is ranked 42 among 64 companies in the Internet Providers category

Our Commitment

We stand for unbiased reviews

We make sure all complaints and reviews are from real people sharing genuine experiences.

We help resolving issues

We offer easy tools for businesses and reviewers to solve issues together. Learn how it works.

We advocate freedom of speech

We support and promote the right for reviewers to express their opinions and ideas freely without censorship or restrictions, as long as it's respectful and within our Terms and Conditions, of course ;)

We ensure transparent and fair ratings

Our rating system is open and honest, ensuring unbiased evaluations for all businesses on the platform. Learn more.

We care about your privacy

Personal details of reviewers are strictly confidential and hidden from everyone.

We are easy, free and open to everyone

Our website is designed to be user-friendly, accessible, and absolutely free for everyone to use.