Frontier Communications
Reviews and Complaints

In March 2020, I wanted to upgrade our Internet from 50/50 to something with higher speeds.
Quoted one price over the phone, got different price on the bill two times across 3 different people at Frontier. This is an organizational problem - not 1 person.
Due to not published clear pricing as an existing customer of their internet speeds,
and terrible customer service experience. I will be looking to switch internet service providers. New customers beware! This is the only recourse I have as a customer is to use my voice to warn others.
This will be reported on every review site and will be reported to the better business bureau related to COVID-19 and is price gouging. I believe
that due to COVID-19 they didn't want to honor the price and updated it to $115 behind the scenes given the high demand for internet.

History with Frontier:
We were originally Verizon customers in 2010 through 2016. We were switched to Frontier in April 2016 when they acquired Verizon.
Up until the below, we've never had to interface with
Frontier at all. We are only Internet customers.

Timeline:
Mid-March called about Internet Updates to 100/100, 250/250, 500/500 or Gigabit. I wanted New Customer pricing or would switch (almost half the price per month
compared to existing customer pricing).
Was quoted on the phone the following:
- 100/100 upgrade can be done without Tech. coming inside the home. (During COVID-19)
- For just $70 a month (our best deal for existing customers and isn't available for new customers), you get gigabit (1000/1000). Required tech to come inside home.
Being uncomfortable with someone coming inside home, i decided to go with 100/100.

Couple Days later:
I changed my mine to wanting the Gigabit service. I called Frontier back and said i wanted the $70 per month gigabit offer for existing customers. I scheduled a time for the tech to come out
on 3/30/2020 (monday) from 8am to 12pm. I noted the ticket # for this service.

On 3/30/2020 early afternoon:
I called Frontier asking why they haven't come, and gave my ticket #. They said thats not your ticket #, here's your real ticket # and they will be there on 3/31/2020 (Tuesday) between 1pm and 5pm.
- Common Sense: They messed up, and rescheduled it without communicating to the customer. No call, nothing.

On 3/31/2020 @ 12:30pm:
Technicion shows up without warning and installs. No issues, really profesional tech. He even showed up early.

4/25/2020 (First Bill!)
The bill shows up for $115 a month for gigabit.

4/26/2020 (4pm):
I called Frontier. They said thats the price, not sure why they quoted you $70 - twice. "They're stupid." They agreed its my word vs theirs since prices are not clearly published online for existing customers.
I decided to downgrade to 500/500. The price per month before taxes is $75 per month.

I asked to be refunded the prorated amount of the $115 between 3/31 to 4/26/20. The supervisor declined.

4/26/2020 (6pm):
I received an email from Frontier for the service change and my new bill says its 500/500 and $85 a month!

Are you kidding me?

My mom and I are responsible for the local phone service. We have a package which includes phone service, email, voice mail and called id.in the past 6-8 months our bill keeps going up $5-6 per month. We never received the bill. I only use the internet because I work and I have a cell phone. We don't use the phone much, but we need it because we live in a rural area, (Dolan Springs) and unfortunately Frontier is the only one to service our town. If I had a choice I wouldn't deal with Frontier. We have been customers for 21 years, and their service is very bad. This past month we paid $96.68. When you call their company they never seem to know what they are doing.

I think someone should be overseeing their service.

Thank you,
Aura Ramirez
Anna Marie Menendez
[protected]

For the hundredth time, I was cut off, told that they were there to help solve my problem... Then disappear, fix my problem, an quit billing for no help, no service... 2/18/20 I contacted frontier, letting them know I was moving an wanted my service to continue at my new address. I was told someone would be at at my new address 2/24/20 an needed to be there when someone showed up, no one showed... Called again.. An someone was to be here on 2/26/20, same thing waited all day, no one showed up again... Called again... A nice frontier fellow had told me, someone would be here the following day 2/27/20... No one showed up for the 3rd time. After wasting hours on my tracfone, I was told someone would be here for sure the following wk. 3/?/20. An for the 4th time no one showed up, an still being charged for service at my former address. This is a form of abuse put on me by frontier. Frontier has never tried to make contact with me regarding this problem, but I see they are billing me again, to never have frontier right their wrong. I had been a loyal customer for at least the past 20 yrs, or when ever frontier bought verizon out. Very, very poor service/non-service. This mess frontier created for me... Has wasted my time, money an mind. The people that know, the poor service an treatment I have received... Will never call on frontier for their service provider. I "had" been happy with frontier's service... Before this nightmare fiasco. Annette M. Kerns, bd 11/2/1962

Complete rip off and intentional horrible customer service. I set up automatic payment because I keep getting late fees. The following month they cut my cable off. I call & get it turned back on and pay it manually. Following month they charge me 2 late fees again after telling me they wouldnt. I call and they refuse to take it off & I as to speak to a supervisor and after waiting almost 2 hours no one comes back and it hangs up. We could continually hear them hot buttons on the phone now and again as if they were checking if we were still there waiting. Not to mention they did a call back when we initially called so we would have to wait. We answer the call back and we get automatically out back on hold for over 10 mins. Then another hour and fifty two minutes to get hung up on. Now another 35 plus. I had autopay set up. Im not paying $38 for your mistake. I also don't appreciate how they did us. Its very rude and disrespectful.

My mother passed away May 2019, notification was given and multiple death certificates have been mailed. Have now been sent to collections. Horrible customer service no one is capable or able to provide a formal grievance process.

Also prior to my mothers passing I called as she was being charged for high speed internet yet, yet could not hardly surf the internet, download or stream movies. Customer service stated they couldn't do anything but did see that the speed she was receiving was way below standards and could not adjust her bill to reflect the services not being of any quality.

I have had multiple unpleasant experiences with this company. Weeks to get a technician out, technicians don't show up, but most of all they lied to you. I have had multiple situations, including my most recent, where they made a mistake which caused my payment arrangement not to be met. I was told that I would be credited back the $35 disconnect fee because they disconnected my service even though it was not my error. I was also told if I needed to make a future payment arrangement this would not be an issue since it was not my fault.I was told it was being documented as we spoke, have the representatives name etc. When I called back to make a payment arrangement, I was told I could not make a payment arrangement because I was late. When I re-explained the situation and said it should be in the notes, as I said there were no notes, they did not credit me back the $35 disconnect fee and were very rude to me. I have been with this company for seven years, mainly because it's one of the only options where I receive decent service where I live, but I'm about to disconnect their horrible service, which is actually one of the highest priced out there, and go With an antenna, which you can have installed in your home and I'm going to stream all of the channels that I want which is about 75% cheaper. Save yourself some time and do not sign up with this company! They also make it very difficult to cancel their service and their online portal no longer shows you your actual bill copy, they have lied to me multiple times and then argue with you when you try to explain what you were told on the phone. They also say that their calls are recorded, and then tell you they cannot pull up calls because they are not recorded. Horrible horrible company!

I called to have our wi/fi internet looked at it was not working. I made an appointment for them to show up on Thursday the 13th. the tech came on Tuesday the 11th and said the problem was fixed. It was not. still no internet and now our landline also is not working. I called Frontier after I got home from work and was told that our original appointment would be kept. As of 2pm today no one has shown up. when I went on line and chatted with customer service I was told that an appointment was scheduled for friday between 8am-noon. I said I was angry because of the no land line and it was like it didnt matter that it wasnt working there was nothing more than can do it was at dispatch and dispatch would handle it. I would not recommend frontier to anyone. where I live we have very little choice about certain things and land lines and internet are a couple of hard ones.

I had a technician pass me on a 2 lane high way at 70mph when the speed limit is 55mph I was already going 60 and this is uncalled for I don't care what kind of problems this company is having driving like that puts everybody at risk maybe if they want their drivers to drive that way then they should use red lights instead of Amber lights I'm glad I have never actually felt with this company

I don't know how this company is still in business. I had 436:44 taken out of my account for internet service. I spent the entire day trying to get my money back. They said it will take 3 to 5 business day. The week of Christmas . I had to borrow money for food and gas and to buy Christmas presents. All I got was computer glitch. The tech went to the wrong house for installing my new service . He did call or ring the doorbell like a normal person. I called frontier center and they said he came out. I asked what was his name no name according to the rep. Anyone can say anything. They are all a bunch of low budget liars and very unprofessional people who have no business working in a establishment for customers.

we got frontier internet this year. it was fine for awhile then wouldnt work. replaced the modem, tech came out. suddenly this modem is not working properly, need a tech ( 75.00 per visit). i believe they are messing with the dns server. i had to unplug the modem for 30 seconds...but the chat forum never disappeared from screen and 'david' still typed messages. i think im being cheated.

Like so many other complaints where do I begin...
So I don't get a stroke from high blood pressure I will simply say DO NOT get frontier.
NIGHTMARE would be and still is the experience I have had with this 2 company bundle with frontier telling me I did not bundle with them.
Ahhh, direct tv did a bundle with frontier...I am the poor gentle soul that had a breakdown from this bundle so don't redefine my reality.
Bottom line is direct tv finally made it right on their end, frontier refuses to adjust my bill. I had to stop auto pay, that cost me $5, because they reached into my checking account 2 weeks into service, no bill online, no mail bill, which I am demanding now, another $5 in cost, stating I stared service in October when I started service November 11.
I had to stop pursuing customer service because they broke me emotionally. Lies, lies and more lies...my WiFi not working, finally did a speed test thru apple and did a screen shot then they brought it up to speed I was paying for but a month of hell, nobody cares in whatever country I was calling to fix problems. One guy laughed because I called 42 times in less than one month!
Dangerous company, stay as far away as possible!

Internet TV land line customer service premium tech-support

My modem was hacked in August I have been calling and dealing with premium tech-support, Customer service, billing, F secure, all of which have no idea what the other one is doing Nobody seems to know what every department does or where to transfer somebody to the correct department without putting them on eternal hold or bumping them back into the queue because they don't want to deal with it themselves! Premium tech-support cannot read the notes From frontier communications because they are third-party provider through a Schurian Frontier tech-support and billing and customer service cannot read premium tech-support notes because they are different company a third-party provider I have spent hours on the phone with premium tech-support in the month of November trying to clean and reset all of the devices in my house all of my smart devices were affected by the hacker we spent hours and less hours after telling me that we're ready to go as soon as I reboot my computer and my iPhone which were also hacked To call back and they would finish the set up of F secure I would have a VPN password protection extra security blah blah blah my bill is 200 and some dollars a month it is now December I have been without Internet or any smart device on in my home since the beginning of September and I have an $896 bill that I'm supposed to pay for? Their motto is
"It is your right and our duty under federal law to protect your information and privacy." That's the biggest load of crap I've ever heard I'm on my sixth modem that's been hacked second laptop second printer to land lines no more home cameras and no smart TV because they were watching me through my cameras and my TV they even tried to contact my thermostat they were in every wireless device be warned this company will not protect your privacyAnd they will not help you get through it because they don't care and they will charge you As if they were your own private hacker protectionI have sat on hold even with being in tech-support up to three and four hours in the queue if I listen to the song one more time I'm going to slit my wrists the problem is they have the monopoly on FiOS in this area spectrum is much less expensive but I'm concerned about going back to cable not sure what to do looking for a black hat to Permanently eliminate my hacker!Since two reports that the FBI and the sheriffs report as To be useless they've destroyed my nonprofit business they've ruined my credit They hacked my neighbors for thousands of dollars they've rerouted calls and impersonated Canon printer support they have listening to my phone calls rerouted my text messages hacked my Gmail account hacked my Facebook page and they've ruined my life thanks to frontier communications Internet support system And routers without access to any of my business accounts or emails which they've locked me out of my cannot do my job with my business thank you Frontier thank you hackers who have no life I would rather have somebody else's life and steal from others and make money on your own with those smart intelligent brains that you have!
Be warned! anybody with an android!
Go to your settings, apps, Google play services, permissions and then click in the right corner at the top on the three dots and read what you You have a greed to with Google that is how I was hacked google play services they use calendars they use maps they use. The gaming apps and the finder folder. They clone your phone they can clone websites they try to reroute my mortgage payment with a fake mortgage bank account on the Internet that was exactly like the real one this is the world we live in protect your children because that's how the pedophiles and the human traffickers are finding your children!
I have 3 inches thick of evidence in a folder with screenshots and nobody cares Windows 10 is easily hacked using lock app.exeYou can with all of this up on the Internet about maps and games and hacking and for those of you who think that an iPhone can't be hacked you're wrong I have reset my iPhone three times which is my fourth cell phone now four times with new IDs and passwords and now APPLE wants my phone finally

My service was disconnected and I nEver received an email beforehand warning me service would be suspended if my past due amount wasn't received by a certain date. I was signed up for autopay so I thought everything was fine. My internet stopped working and I thought it was a technical problem. Nope! Service suspended. Called Frontier and it was a nightmare. Representative transferred me in mid call because she didn't want to deal with my issue . Called back and finally after almost 15 minutes I was able to pay my bill! That's all I wanted at that point was to pay my bill.
Your internet service is awful and your customer service is doubly awful. Thanks for a stressful Friday. Have a great weekend.
Amy Buhr
Account: [protected]

Approximately one month ago, I was sent a letter notifying me that I had not returned my Frontier equipment.

My equipment was in fact returned, weeks prior with labels provided by Frontier.

Here is the issue:

The first set of labels Frontier sent me was returned to sender. (My apartment complex told me this happens when the sender messes up a label. This was via an HOA account, so how do they not know the HOA address?)

My second set of labels was sent shortly after and the equipment was returned. I have UPS tracking saying it was delivered to Frontier.

Naturally, the first labels were returned to sender, so no equipment could be returned with them.

I get a notice saying my equipment was NOT returned, most likely due to an automated system not seeing the first labels come back. (Since it was RTS and not a regular shipment)

I promptly contact Frontier and am assigned a case manager.

She tells me she will work with billing to make sure my credit is not hurt while she resolves my case.

Two weeks go by, with 3 emails from me asking for an update, to see if everything is ok.

No reply. She has ghosted me and won't contact me back.

I am sent a letter notifying me that my account is going to be sent to collections, and that my credit will have this reported.

The best part of this letter, is that it was dated 10/31 with a final due date of 11/11. Yet it was delivered via snail mail on 11/12, after the final due date. I have proof of this because USPS takes pictures of my mail and sends me a preview on the day of delivery.

This is fraudulent behavior. Frontier Communications is doing this to bully people/scare them into simply paying the fraudulent bill to avoid a credit ding or collections report. One Google search of "frontier communications unreturned equipment fee" has countless links with stories like mine. This is normal for them. They aren't even BBB accredited and are rated 1 star. This is why.

My internet and tv service has not been working since Wedneday 11/06/19. It is now Saturday 11/09/19. I have called to get answers...why is it not working?, when will it be fixed?, no one has any answers. I get told there's an outage and we don't know when it will be fixed. I'm really tired of dealing with this issue and getting absolutely nowhere with their customer service!

In July, we inquired about a Wi-Fi Dual Pack and a technician came to the house to determine if it would help our internet speed/connection. He said "no", it would not help, and returned with the item. We have been billed $179.98 for this item, which we never ordered or received, for 4 months now. The technician filed a report that the item was not installed. When we call Customer Service they say it is in the "dispute" department and there is nothing they can do. We cannot call the dispute dept as there is no phone number. This department is a "black hole" where bills go and never to be heard from or fixed again. Very disturbing that a business would operate in this manner.

I had Frontier installed on 9/6/19, then cancelled the same day because the channels I had requested weren't provided. I was told by the installer that there was a 30 day guarantee (with no charges if I wasn't satisfied. I called someone in Connecticut and was advised they would waive the installation fee. I then called 800/921-8101 and first spoke with Kelly, then her manager Joseph. He told me they would waive the entire bill on 10/3/19. I just received a bill of $172.11 for 1 month's service. I called the number again and was advised that there is no guarantee and they don't pro-rate bills, so they refuse to waive the $172.11 fee. I advised I wasn't going to pay the $172.11 for a half day of service, I was then advised it would go to collections. I asked to speak to Joseph again and was advised they have Josephs all across the country so it would be impossible to know who it was. He had given me confirmation #VTRG68945 so I could confirm my account with a zero balance, but I still received a bill. The first person I spoke with today (10/16/19) told me she saw where they credited the $172.11, but later added it back in. I told her several times during the 45 minutes I spoke with her that I wanted to talk to her manager, she kept coming back to the phone and telling me her manager said he couldn't waive the charge. When I finally spoke to a manager, he said that my account doesn't show they ever waived the $172.11 and then added it back in. I shouldn't have to pay $172.11 for a half day of service that didn't include channels I had asked for. I am not going to pay the bill, but don't want this to go to collections.

Frontier communications disconnected customer for a late payment while customer was in the hospital without any form of notice via mail, telephone or email. Customer uses pacemaker which requires Frontier service for routine readings and check in of pacemaker function. Customer scheduled payment online when realized service was out and contacted Frontier. Initial customer service rep was apologetic, confirmed payment is scheduled online, and agreed to reconnect service for customer. She said that if the service is not back in shortly, to call back. The following morning, service was still out. After calling back, another customer service rep was very rude and denied the request to put the service back in. This customer service rep made it a point to say that she was going into the computer system to deny the previous customer service rep's request. Her reasoning was that the payment was still a few days late and therefore justified. We have since cancelled the service completely. I should add that this was a long-standing customer of 20 years. Awful experience, consistent with other reviews of the company.

To whom it concern I am writing because I was approved on 09/10/2019 for internet date to come out was 09/19/2019 nobody came out tec name Brian came out09/20/2019 and left a message on my cell phone he would be there in 15mins when he arrived let him no that he would have wire inside went to see if he can tap into one my neighbors unit but could not said he be back Monday 09/23/2019 but put in his notes that no one was not at home when he showed up on 09/ 20/2019 three people seen him including me have proof. So was tolled from Amber at the president offfice that they would be out on 09/27/2019 guy came out and said he had to put a lot of wires and he could not do that but he told Amber when I called her while he was still there he said he had been with the company 18 and half years and it had to be put in the order diffrent witch # is 075436190ST and said he did not want the credit because he did not want to do the work both of the tecs that came out and told him about Brian but he said he did not no a brian and said only three guys work in my area which zip code is 33756 some one was suppose to come out Friday 10/4/2019 no body show up so here it is Monday 07/2019 I have call Amber about five or six times that work out side president office and talked with lady that worked in side president she said she would keep up with this order so have, t been home do to trying to explain to you all it makes no since when 09/10/2019 when I was approved and put a deposit down I would no that this would be my darkess days of waiting all day and canceling appointments to saticfiy the tecs and nothing. William McRoy

I had called to change my service only to internet, told them I didn't need a router as we have one. I was quoted one price which was emailed to me as well. The day the tech came after he left I received an email explaining our new services which was more money than original quote. Called and was told they had to review my phone call, asked if they could just look at the email originally sent to me. They told me they couldn't, then asked if I could email it to them. Was told they can't accept emails. Was told it would take 7-10 business days, of course never called. I called back yesterday which was the 10th business day and was informed that I was misquoted and they DON'T honor their own quotes! The lady that was helping me was very unprofessional; I asked if it was stated in the notes that I physically didn't accept a router (this is why the bill is more as I am being charged for a router) she said yes. I then asked a year from now when i cancel, which we will as that is when contract is up, and they come up with a reason to charge me for a router. She said its in the notes, my response is well that is not good enough. How am I suppose to take your word when your emails mean nothing? Her response is I don't know what to tell you or what you want. It's in the notes that's all i can do. I was then transferred to tech support as I said send me a router so I have it in my possession and specially since I am paying for it. Bottom line, how does a company not honor their own quotes? and to be so uncaring about it. Frontier is so worried about getting new customers they could care less about their current customers.