Frontier Communications
Reviews and Complaints

I just relocated to a part of the US where Frontier offers service. In early September 2019 I ordered their "up to 25 mbps" service for $34.99. This would have been comparable to my mobile service with Verizon BUT would have allowed me, ideally, to stream internet to multiple household devices simultaneously.

Then the fees started to add up. Taxes on top of $34.99. A MANDATORY installation fee of $75 (no way to do "self install" unless you purchase their nearly-dialup-speeds package--no thanks). A monthly infrastructure maintenance fee of $3.99. An activation fee of $10. And what pushed me over the edge, now you're REQUIRED TO PAY $10.99/MONTH for their equipment. You can no longer use your own modem. For every single month you're a customer with Frontier, you are obliged to give them an extra $11 to use their equipment even if you return it to their office and use your own. Frontier actually went out of their way to make it impossible to get out of the monthly $11 equipment fee.

Businesses like Frontier treat customers like we're their golden geese. Fee on top of fee on top of mandatory fee. And worse yet, Frontier is listed as having the WORST customer satisfaction according to US internet service providers statistics. Are you kidding? All those fees, unreliable internet, AND poor customer service? No thanks. I realize internet access is crucial to work, school... modern life, but I'll stick with my current company or consider cutting internet at home and using it at school or work or the public library. These fees are absurd--and Frontier, I am still aghast, actually has made the situation worse by requiring customers pay yet an additional fee for their equipment--even if we return it!

Shame on you, Frontier!

We signed up with frontier in April 2019, they could not keep our service running uninterrupted or at speed and the last straw was when we called in because our internet was out and the tech sat in our driveway for 45 minutes until I went out to see if he could fix it... He said he was almost done with his shift and would be back the next morning. The next morning, no call, noshow, and when I called frontier, he had closed out the service ticket and never even left his vehicle. We switched. Then when they said they were going to send a box to return the modem. No box came. After 2 weeks, we call again, 2 weeks after that, no box again. My husband went 2 hrs away to their physical store and they would not accept the modem or help in any way. We have reported them to our bank for fraudulent charges and are leaving reviews everywhere with everyone to earn everyone away from this awful company. We had to go to the UPS store and get VIDEO EVIDENCE and receipts for proof of return of the modem and have hired a lawyer to deal with all future interactions because it is worth it on principal alone. You will need to do the same if you sign up with these guys. Preston law in Washington if you're looking.

I live in rural southeastern Ohio. I have had landline services since 2009 at my residence. No other options! Cell phone service is not available. I live alone and have health issues that require the ability to make a phone call in case of an emergency. My life has been consumed by trying to get my phone line fixed and spending countless hours creating new trouble tickets and requesting bill credit for outages. Yes, you can get a credit on your bill but they certainly don't tell consumers that info! It should be automatic but it is up to YOU to waste your time attempting to connect through live chat (because you certainly can't call when your phone is never fixed) ... it's not only time consuming but impossible to see that you receive your credit on the next bill. Clever way to disguise and label fragmented credits on your bill. My bill is currently running near $60/mo. And since the line has a short (via tech) along the roadway, now I'm being charged for 3-way calls that I'm not making. Check your bill! The short in the line makes 3-way calls and calls 911. It's exciting to receive a voicemail (when service is restored) from your sheriff's dept checking on a call made from your residence. Talk about the boy who cried wolf...wonder if they would waste their time coming to my aid if I legitimately called 911? Something needs to be changed asap...a consumer who has battled this for 10 yrs and it's getting worse. Just a hint of rain and I have no phone at all. As consumers we should have free phone service for years to come when they refuse to fix the problem. Or no phone bill at all, until the situation has been resolved. Frontier, you certainly have us exactly where you want us...keep paying the bill with the false hope that you actually care and are actually trying to fix landlines! I get it, there's no profit in helping rural Appalachia by replacing or upgrading landlines ... are you suggesting we are dumb poor folk who don't deserve reliable communication? Just a few people along my stretch of road without cell phone service...why bother with investing money in our landlines, no one would miss us ? Our road is just a small sample of a whole population of people who are counting on you to provide reliable landlines with affordability. Quit neglecting the disadvantaged who live in rural areas throughout America!

I have a NO solicitation sign st my gate but Frontier Fios still keeps knocking at my door. This is the 4th rep in 2 months who keeps wanting ne to switch to FIOS. All reps would start with the neighbors converted to FIOS. So i still jeep saying NO. The reps would not go away and continuous to ask what the speed us, how much we are paying, etc. I have to clise the door on him. Where should we report harassing Frontier reps? How to stop dolicitation nightmare?

Frontier deleted a recorded phone conversation we had a few years ago that proves I never asked me for the services they charged me for.

They deleted it after the state body of Connecticut, PURA contacted them about the audio recording.

They tried to use my own words against me a few weeks ago, saying I listened to the conversation and you said this. When I asked for the full conversation with the backing of a government agency, they said it had been purged from their system.

How convenient that a audio recording validating a customer claim was deleted

My husband and I have been trying to get internet service at our house since June. The first ticket we put in was on June 8th. Our multiple tickets have supposedly been lost. If someone offered services in our area we would have gone with them. I have wasted all of my sick time I have accumulated at work to sit at home and wait for technicians that never show up. We have called the Vice President's office to complain. We have complained on Facebook. This experience has been horrible. WE NEED INTERNET! Why is it so hard for your company to do their job.

I was lied to from day 1. they told me that unlimited long distance was included in my "Triple Play" package which it says so on the bill. They are now trying to charge me 42 cents per minute for Long Distance calls. They have agreed that I was lied to but no one can do anything about it. I have been a customer for nearly 4 months and i have never received a correct bill from Frontier. I have just switched to another provider in the area and am ecstatic to be awayfrom Froniter, they do not care about their customers. If they were not a monopoly they could never survive comptition in the open market.

To date Frontier Communications has made NO attempt to fix service at my home. It has been out for a week now. We have multiple medical issues here and no cell service and no other company in area so they have a monolopy.
We are dealing with high risk of stroke, heart attack, bleeding, blood clots and infection. We are dealing with CANCER END STAGE, 6 things WRONG WITH HEART,
23 year old Mechanical aortic valve, 23 year old Reimplanted arteries, 3 strokes, no vision on either side due to strokes, on coumdin (valve throws clots and is old and unstable) SEVERE Blockage in right knee to thigh (unable to operate on due to heart issues, recent cataract surgeries on both eyes.
They know and have been told multiple times about medical issues here. They lied and said they do not even have it listed. I was put on a handicap registry, now the information to talk to them no longer works. This company has gotten away with so much and nothing has been done about it. It is time someone does something to stop this. Even the Public Service Commission, only says they will watch them and does mediation which has done no good in 17 years I have been here.
They seem to have a hiarchy above all Government, and by the way they have people who are in Government working FOR THEM. So, is it any wonder.
These are CROOKS who have by not keeping our service caused us much damage with stress, high blood pressure, and nothing is ever done. They have gotten all kinds of grants from our Government to fix problems and frauded the money using it for other stuff. They have done the same thing with the internet as the phone.
I want something done, plain and simple. No more free rides with money for these people.

Frontier verbally transfered a internet service contract to me from another individual without letting me know they were also transfering a voip line. Which I would have declinded if they told me about it. I have auto paid my bill for almost 5 years. $1200 in a service I didn't ask for or needed or even used. They wouldn't even issue me a partial refund

Their executive customer service representative said its my responsibility to verify im not being charged for some thing I didn't purchase.

This representative also admitted that I could have saved $10 per month if I modified my plan which would be $600 of the $1200 I'm looking for as a refund. He also blamed me for not verifying what I had, and the individual before me, assumed was only internet service

The voip line was never used and I just found out recently that I have been charged for 5 years for it

FRONTIER INTERNET SERVICES. YOU WILL BE SORRY! Do not use this company especially if you are one that works out of your house. Always an excuse for poor service but never a resolution. Absolutely horrendous! Will try to be short, sweet & to the point.

Liar's. Thieves. Shyster's.

They do not keep scheduled appointment's (big one)! Always an hour, at the minimum, wait for any helpful, over the phone, assistance & even then your issue is not resolved. Promised their top speed offered & we never received. Kept telling us if we wanted faster we have to pay more. Ended up paying for the best of what they call their best & yet still no change. Internet always going out even after replacing our older modem with their most updated one.

We were forced to go w/Frontier due to the fact they were the only provider at the time. We are now switching providers.

RUN! RUN! DO NOT ENTERTAIN USING FRONTIER AS YOUR INTERNET PROVIDER!

My internet went out for days. I spent at least 7 hours trying to figure out when I would have internet again. I work from home and it is critical that I have it. I never got answers. 3 days later (and after waiting 40 minutes again) a customer service rep finally had me re-set my router. NO ONE had offered this as an option. Just said to power off and on and run through a few options. I was also told that there was an outage in my area and they did not know when it would be back up. That was all very frustrating.

I have also spent many hours attempting to return a wi-fi booster that my work will not support. I keep getting told that it is the technical dept, they tell me it is customer service who tell me it's the technical dept. I am tired of the run around. I just need to know when I am going to get my shipping label so that I can return this thing. I will not pay for it! I called the day after I got it because that is when I found out that I cannot use the booster. I was told that a service request was opened. But it has been weeks now and nothing. I am sick and tired of calling or chatting and having to wait 40 minutes Every time just to see if a friggin shipping label has been sent!

Horrible company. I have never had to deal with such awful service. Unfortunately they are my only internet option. Not happy at all!

My wife and I just moved to west virginia from maine and I set up our phone and internet service with frontier communications to be installed on july 2nd. The installation window was between 9am and 1pm. We waited around and no one showed up. So we called up to find out what happened and they said they sent a technician out, but no one was there (not true). So they told us the earliest they could schedule us again was in eight days! July 10th! So once again we waited around for hours and frontier never showed! When I called, the agent said they made a confirmation call the day before and no one answered. This protocol was not made clear to me when we made the account! The problem for us, an older retired couple, is that cel phones don't work out here. That's why we desperately need frontier's service. Hopefully, neither one of us suffers a medical emergency! We are currently scheduled for installation on july 18th. Eight more days! The whole situation is insanity! Iv'e tried reasoning with the agents on the phone, but they won't budge from this confirmation protocol! This is a cry in the dark! Somebody please help us! The installation address is 218 mt. Lebanon rd. Spencer, wv. Frontier customer service is 1-800-921-8106. My name is john denny. Please help, thank you.

Account # [protected]-5 JERRY E.

customer retention and service

recently called to talk about renewing my account . asked about what new rate would be and was told that my rate would go up by 20% and there was nothing they could do to keep me on . i explained I was a customer for over 7 years and that did not matter, to keep the same service i have had my bill would increase to $182.50 a month . I was kind of told to bad you suck and there is nothing we can do, so i am leaving for comparable service for $135. a month and now have faster internet speed as punishment .
thanks Frontier communication I know why your stock went from about a $100 a share to $2.00 a share great customer service

I've been so disappointed with your service. I spent over two hours on the phone with your "customer service" and was hung up on TWICE before finally getting my issue partly resolved. All to find out in the end, that you could care less about loyalty. I was told you CANNOT honor the dollar amounts you show online ($29.99 for 50/50 internet) because I'm not a "New Client". Our bill has CONTINUALLY gone up and up from when we first started with you.
After over a MONTH of not getting a new router sent out - when I was told on the 16th of June it would be here... called on the 30th of June and told it would be here on the 4th of July and then AGAIN called today and was told the order was NEVER processed and they would be sending me the router by the 12th- this is just ridiculous. 3 different times I've had to call for the same thing and I've spend well over 4 hours trying to get this completed! We've been loyal through all the mess ups. We've been loyal through all the "customer service" people who hung up on us multiple times. We've been loyal as we've waited almost a MONTH to have the SAME request completed! But our loyalty doesn't mean anything when you refuse to price match your own offers and still charge us way above what YOU advertise... so it looks like another company will, sadly, be our only option.
If someone would like to read through our account notes and see all the mess ups, please feel free to do so.
A call from a manager would be greatly appreciated as we have the names of the "customer service" representative who treated us completely rude and uncalled for. (Kim)
Our account number is [protected]-5 and you can reach me at [protected].
This will be reported as we have had absolutely terrible, and uncalled up service today - after being on the phone for almost 2 hours. It's truly very sad.

I purchased a movie for my children. My 4 year old trying to turn on the movie purchased the same exact movie several times. Nobody can explain to me how this is even possible when you already own the movie and after several months of fighting to get the charges removed, Frontier will not remove them. The charges are almost $300! I have been fighting with Frontier about this since February and have spent hours on the phone trying to get this resolved. They are aware of what is going on and still will not remove the charges and that is fraud. You can't charge someone 5 times for a movie that you already purchased and own! Same issue with several happened with a few movies.

Fidgured storms were responsible and service would be restored. Finally called june 23rd received a trouble tricket, that was never submitted, #49498014. Called again on the 26th, because I vhecked online for my trouble ticket #, that I couldn't find. Rec2a call back from Tim at frontier, but was unable to receive thr2call because my Wifi keeps going out, and am using a call free with Wifi app. Calked again on the 27th, talked to John, who connected me with Jacob, trouble ticket#4646959, so I checked it today, frontier canceled my ticket. Called again today andtaljed to Matty, she said that Tech support wasn't answering and to call back tomorrow. I just a trouble ticket and someone to resolve my issue. PlPlease help. Email me at [protected]@gmail.com. Thank you.

WARNING: Do not give your business to Frontier Communications. I called their 800 number to see if I would want to switch since my previous provider was raising my price. I had had problems with Frontier 5 years prior to this but was hoping things had changed. The guy (in Alabama?) with whom I spoke seemed to have integrity. After three separate phone calls (I was skeptical), he gave me a deal that ended up being more money than I wanted to spend, but it seemed better than what my previous provider was offering. LSS, after I moved furniture around, I waited from 11:00 to 2:00. The guy in the Frontier truck arrived and explained what I was getting. Turns out I was deceived and was getting nowhere near what the guy on the phone arranged. U.N.B.E.L.I.E.V.A.B.L.E. I called the 800 number again, and the lady, very "sympathetically, " tried to give me a different, far inferior, "deal." I also called the local manager. No answer, so I left a message. No call back. I now plan to warn everyone I possibly can: Do NOT go with Frontier. They deserve to be shut down. Jeff Trammel, 6-25-19

Since this, I have been blocked from commenting on their ads on Facebook, and I've been blocked from their Messenger.

Here is my Messenger interaction with them:

Conversation on Messenger (6/25 - 6-26)
I've have been deceived by your company. I am sending messages everywhere I can to let people know that you are set up to deceive your potential customers. This is bad!

Can I assist you with your internet? ^Charles

What? The only way your robot can help is if he gets me the deal to which I originally agreed.

Have you tried customer service? ^Charles

Yes. They will not give me the original agreement.

What was the original agreement? ^Charles

$100 Visa card. 200/200 Internet. Your TV channel selection which is above basic (I forget the name of it). Free DVR box for two years. Free HBO for one year. No phone.

So what are they giving you? ^Charles

They are giving me nothing. I cancelled. Everyone I contact wants to give me a worthless deal, but there is no way I'll do business with your company unless you give me that to which I originally agreed.

So are you trying to be a customer? ^Charles

I will be the customer I agreed to be last Friday [6-21-19] ... the one who receives a $100 Visa card. 200/200 Internet. Your TV channel selection which is above basic (I forget the name of it). Free DVR box for two years. Free HBO for one year. No phone. All for a grand total of $102 (including taxes, fees, etc.

Otherwise I will be an enemy, spreading the word as far as possible that you are a fraudulent company.

Have you called to see if its still going on? ^Charles

I've communicated with 4 different entities at Frontier. Each of them ends up telling me that I need to contact someone else. Give me the person who will provide for me the original deal! Frontier website chat. 800 number for customer service. Local manager. And this messenger. Nobody is willing to correct this, only give me a far inferior deal. What a joke!

[Next morning] Are you done? Does your silence mean that you also will not give me the original deal? If so, you have made an enemy to Frontier. This will not be good for your company. Lying to potential customers will never be good, no matter how big your company has become.

Here is my post for as many places as possible for as long as possible: WARNING: Do not give your business to Frontier Communications. I called their 800 number to see if I would want to switch since my previous provider was raising my price. I had had problems with Frontier 5 years prior to this but was hoping things had changed. The guy (in Alabama?) with whom I spoke seemed to have integrity. After three separate phone calls (I was skeptical), he gave me a deal that ended up being more money than I wanted to spend, but it seemed better than what my previous provider was offering. LSS, after I moved furniture around, I waited from 11:00 to 2:00. The guy in the Frontier truck arrived and explained what I was getting. Turns out I was deceived and was getting nowhere near what the guy on the phone arranged. U.N.B.E.L.I.E.V.A.B.L.E. I called the 800 number again, and the lady, very "sympathetically, " tried to give me a different, far inferior, "deal." I also called the local manager. No answer, so I left a message. No call back. I now plan to warn everyone I possibly can: Do NOT go with Frontier. They deserve to be shut down. Jeff Trammel, 6-25-19

Jeff, Can I get your account number and the name on the account? ^Matt

I did not accept the inferior deal! I do not have an account with your deceptive company. I am Jeffery S Trammel. My confirmation number was MS045927342.

Good morning, Jeff give me a moment to familiarize myself with your issue, please. ^Natasha

Actually, I wrote this down on the night I verbally agreed to this deal (6-21-19). 2604937448. The person who was put on the phone to give me this number was very hard to understand (purposeful?), so it could be incorrect.

Okay, Jeff I'm sorry for your situation why are they telling you that deal is not available to you anymore? I want to get down to the bottom of what's going on is my purpose of asking this question. ^Natasha

First, let me share the deal. Every time I speak with someone about what was agreed upon, they tell me the deal was something different than what I actually agreed to. $100 Visa card. 200/200 Internet. Your TV channel selection which is above basic (I forget the name of it). Free DVR box for two years. Free HBO for one year. Those can be cancelled after they are no longer free. No phone.

I'm reading up on your business wherever possible. I'm shocked you still exist. Wow. Again, unless I get the original deal, you will have another person telling as many people as possible how corrupt you are.

Look, Jeff I understand that you are upset, I don't know the entire situation you are speaking about, now I will try to get to the bottom of it, but I will need you to at least come down, I can't guarantee the outcome of this review but I think it is worth looking into, only if you allow me to. ^Natasha

I have another question, what was the reason you canceled? ^Natasha

Wow. Nice assumption. I'm actually quite calm. Sorry if you misunderstood my emotions. I will be your "enemy" in a very calm and professional manner. I appreciate your efforts, but from what I hear (people playing recordings of their phone calls) and read on line, I'm very skeptical of your efforts. I believe there is absolutely no chance of getting the original deal unless I calmly and professionally remind you of my plans.
I cancelled with the tech who came and told me that my order was for basic channels and 50/50 Internet only After lengthy discussion and phone calls by him to some unknown person, he didn't budge. The original deal from his perspective was a lie.

Okay, I will take that, now the tech that came out, told you that the only thing that he could hook up was the 50/50 speeds instead of the 200/200 speeds you signed up for, right? ^Natasha

And the basic channels. He himself was apologetic when I expressed my dismay over being deceived. If you don't mind telling me, why do his words to me matter?

Okay, I understand what you discussed with the tech, but I would not use the word to describe what happened, a lie, sometimes when you they see a plan that populates that is what the sales rep offer, now once the tech comes to your home to install your service, that may not be available because now they have physically checked the terminal, you are correct, based on what you have told me, we can't honor the original plan because, your terminal just does not accommodate it, but we would appreciate if you don't spam, us on this platform it is for the sole purpose of helping, but if a situation or issue is out of ours hands then we have done our due diligence in explaining it to you. Thanks in advance for your understanding and have a great day! ^Natasha

Frontier.com/SocialGuidelines. ^Natasha

The exact deception I have come to expect from Frontier. Nice try Natasha. You just joined in on the lies. Yes, they are lies! His PAPERWORK told him what I was receiving. The terminal had NOTHING to do with it. You as a company have set yourselves up so that this sort of thing can happen with hopes of getting people to simply go along. You KNOW that I have been deceived and have now joined in on the act. Perhaps you should reconsider working for this company. They will likely fail at some point because the obviously fraudulent practices will catch up to them. I will continue to warn all of my friends and family of your practices. Look around the Internet, you'll see I am one among many. These practices WILL one day catch up to your company.

I'm sorry you see it that way, Jeff again have a great day! ^Natasha

Pretty humorous that you expect me to follow some company-created guidelines when your company can't deal truthfully with its customers. Thanks for the giggle.
"See" it what way? Do you take the time to read the plethora of factual, honest, but horrible comments by people who have been routinely burnt by your company?
I will be posting this discussion, and appreciate your grace in the context of having to face the truth about your company. Thanks.