Frontier Communications
Reviews and Complaints

WARNING: This is a public service announcement / consumer protection notice about Frontier Communications.
We were Frontier customers for our phone, internet and FIOS TV since 2010 when they bought out Verizon. Their service deteriorated and prices kept increasing so we finally decided to switch this year. We cancelled in February, and sent back their garbage equipment to them as soon as we received the boxes. (Yes, you have to ship to them; they don't have a local place to return things like Comcast). The UPS store warned us to keep our return receipts and track the packages because Frontier is notorious for claiming that equipment wasn't returned. They were so right.
I have confirmation from UPS that Frontier received the equipment March 11, and from Frontier that they processed the return March 12 and 13. On April 25 we received a $495 bill for "unreturned" equipment. We immediately disputed this and stopped the automatic payment for this with our credit union and with Frontier. Frontier did admit that they had the equipment, but said it would take 30-60 days to process the credit, and that we should ignore any future bills until they issue us a final statement. We received another bill and one past due notice later in May but ignored them as advised. But yesterday we received a notice from a collection agency.
I have now called Frontier 3 times and was told:
1) the equipment credit was currently in process, would be completed within 24 hours,
2) the credit was processed April 9, and
3) our balance was $0 because of the auto-payment they just processed.
Yes, they had successfully debited our account for the equipment on June 19. After talking with the credit union, we are now trying to get that reversed. I am supposed to receive an email and call back from a Frontier supervisor to confirm that the equipment charges were credited, but I am not really expecting that will happen. I have also filed complaints with the FCC and with the state attorney general's consumer complaint office.
You are now all warned of Frontier's fraudulent business practices and harassment. Frontier is selling its Washington state business to Wave Division, but I would still not trust that the corporate culture will change soon.

6-13-2019 I called and spoke to a customer service representative regarding a charge on my bill named DeMario, who was speaking to me in a rude and unprofessional manner because I was not understanding his explanation of the charge. I asked to speak to the service manager or supervisor and DeMario said he would have a manager call me. I know that the service manager nor the supervisor will be calling me. I have Frontier for my business and I will be canceling the phone and internet due to his rudeness. I have already canceled Frontier for my house and I have Optimum as my new provider and now I will be doing the same for my business. If one of my employees every spoke to one of my customers in such a rude manner he would not be working for me, as your employees are reflection of your company. Unacceptable!

Truck number 2105 was behind me at a red light. Light turned green but pedestrian was crossing so I could not go but driver began honking and yelling and getting very close to my car. As I made the turn he passed me and continued yelling obscenities at me. This happened at intersection of Centinela Ave and Lucille St in Playa Vista on or around 3:10. The driver was African-American. I don't think it's a professional attitude and very bad representation of your company.

Problems with Frontier Communications.
I am the advocate and personal friend of Max Heinz, who is a 90 year old, disabled man. I faxed information to Frontier Communications of May 6, 2019 advising them that Max Heinz's life partner had passed away and since the landline was in her name, the account needed to be changed to Max. I provided Frontier with a designation as me as his personal representative, a death certificate on Cynthia Haff and a Power of Attorney naming Max Heinz to have the authority to change the account on Cynthia's behalf.
At approximately 10:30 AM on 5/16/19 I was notified by Max Heinz's caregiver that the landline to Max's home was no longer in service. I immediately called Frontier Communications at 1-800-921-8101. I was informed by Customer Service at Frontier Communications that the landline was disconnected on 5/16/19 but the reason for the disconnection was unknown. The Customer Service agent was unable to resolve my issue and I requested to speak to a supervisor. I was told that a supervisor would call me back in about 90 minutes.
At 11:10 am on 5/16/19 I called 1-866-511-1523 which was a Frontier Office of the President Complaint number. I spoke with a representative named Megan. She stated she could not find the documents on file that were faxed in on 5/6/19.
At her request, I drove to Max Heinz's address to get Max on the phone to authorize me as his representative.
I arrived at Max Heinz's residence at approximately 11:45 AM and immediately called Megan's number. I was put into voicemail and left a message that I was now at Max's house and waiting for her call.
At 12:20 PM I finally received a call from Megan. She explained that the account for Cynthia was closed due to her death and a new account must be created for Max utilizing the same phone number.
At approximately 2 PM on 5/16/19 I received another call from Megan and was told that the new account was active and a 3rd party verification of the account was required as the final step for activation. I was connected to a 3rd party and during the Yes/No dialogue, was told that the verfication was for the wrong phone number and I needed to talk to Frontier Communications. I immediately called Megan again but it was already after 5 PM in Florida and all I could do was leave a voicemail.
On 5/17/19 at 6:00 AM I called Megan's office again. I was informed that the account was erroneously deactivated based on the fax the I sent in on 5/6/19. The account should have been made inactive in Cynthia's name and then immediately made active in Max's name. The agent that wrote the order only wrote the deactivation order and did not issue the activation order.
Megan transferred me to Robert in Technical Support as the final step to activate the line in Max's name. At 6:50 am I was connected with Robert. He reviewed the account and stated that since the account was inactive, he was not able to help me and he transferred me to customer support.
At 6:55 AM I was connected with a Customer Support Representative who stated that the new account was active and I should check Max's line to see if it was working. I then drove to Max Heinz's residence and found the landline was still inactive.
At 07:53 am, I spoke with Blake at Customer Support who told me that the account was inactive and he would have to create a new account. I explained to him that Megan has completed that action yesterday. He told me that if I did not want to create a new account then he could not help me.
At 0800 I called Megan's office every 5 minutes. After being put through to her voicemail 5 times, I was finally connected with Brandon who worked in the Office of the President for Frontier Communications. Brandon was able to find the new account using the landline location address. He stated that he would connect me with technical support to finalize the activation.
At 8:42 I was placed on hold waiting for technical support. I remained on hold until 9:03 AM. Brandon then stated he was working with Technical Support and would bring me back on the line when he finished explaining the situation to them.
At 9:07 am Brandon informed me he was being transferred to a different department.
At 9:13 am as connected with Patrick in Technical Support. He created a Field Dispatch to determine why the phone was not working . He created Ticket # [protected] and told me the technician would not be available until Monday or Tuesday. I explained to Patrick that we were dealing with a disabled, elderly man, who needed his landline in case of emergency, and to deny him service for 4 or 5 days due to an error on Frontier's part was criminal to me.
At 9:30 am I received a call from Megan. I explained the runaround I had received since speaking with her at 6 am. Megan stated she would attempt to get the ticket elevated for service today, 5/17/19.
At 10:15 am, phone service was restored to the residence at 5669 P St without any notification from Frontier Communications.
This whole situation would have been avoided if the agent that wrote the order to deactivate the account had read the entire document and activated the account as he/she was requested to do.
Max Heinz was without phone service at his home for over 24 hours. This is unacceptable for a 90 year old disabled man who has no other means to request assistance if required. Fortunately, Mr. Heinz did not have an occasion to need the phone during the inactive period, but I was informed by members of his medical team that they had tried to call him and recieved the notice that the phone number was no longer in service. The medical team included the office of his primary care physician, a social services account manager working to get equipment to Max, and Max's Physical, Occupational and Wound Care Therapist.

The internet service has been sporadic for at least 4 days now. It will be out for hours then come back for a few seconds to an hour. Last night when it dropped I contacted tech support, all they would do is open a ticket and a tech would be out on Monday to take a look...that is a week before they could bother to get to us! I asked if there was an outage in the area and he said that he has no way of knowing that information. Seriously! that should be one of the main informational icon links on the frontier home page.

I live in texas and frontier has taken over verizon for over 2 years my bill has been 56.00 now frontier has got it up to 103.00 for the same service I have had for 12 years I get local land line only with 1g of internet called and spent many hours on the phone to see why this was so high now never got anywhere with them weeks later after many more hours on the phone I was offered unlimited long distance with 12g of internet for $70.00 don't want all of that was happy with what I had but if it was $103.00 for the plan I had or $70.00 to upgrade I will do the upgrade next day the phone man shows up and tells me I cant get that where I live and customer service knows that so now i'm back with the same issue tried many times with emails and calls to fix the issue but get a run around with everyone I contact at frontier this company has the worst customer service I have ever seen very unhappy with them

Had Frontier install hight speed internet and cable TV witch I was fully charged for. The service was terible along with there customer service and billing. I had called them to discontuine my home phone land line service and they said they would by never happened because they never ran a cable wire to my house. I was paying for high speed internet and Cable and was junk! I made a automated payment last sept and they never appiled it to my bill said it wasn't in there system so I made another payment and I had to dispute the charge like they told me to do and then they said ooh I owe them the payment back! There appeals and customer service is like Judge jury and exictioner never proving I owe what they say. No print out of payments to compare! No one there who has a brain to talk to...This is Fraud at it's best now they sent me to colletions for money no owed!

After being a Frontier customer for 4 years and not under any contracts, I cancelled my service due to them cranking my bill up by over $100 a month. I cancelled on 1/14/19. They then proceeded to send me a bill for the whole month of January instead of prorating it to the days I had service prior to cancelling. Talked to multiple people at Frontier who gave the ridiculous excuse that they don't prorate bills. They always bill for a full month regardless of which day you cancel your service. That was never mentioned when we called to cancel our service. This is FRAUD folks. You cannot bill for services not rendered. I cannot believe they get away with this.

Regarding account [protected] PiN 7486. A credit was submitted by the Corporate Office on March 1st during this current billing cycle of 2-19 to 3-18 but does not reflect on the current bill which is due tomorrow 3-15. Upon calling Customer Service two reps could not explain why the credit has not reflected on my account as of yet. Upon calling today a Superior indicated that it was not their problem, to contact Corporate again. I have always received credit due in regard to a problem. I don't understand why this cannot be resolved now instead of waiting till next billing cycle. My contract is up on the 23rd of this month and I was contemplating going with another Company. I have in the past received quite good customer service from Frontier but not recently. I am very dissatisfied! I've emailed Corporate on 3-6 and again 3-13 with no call back just a computer generated response saying my email was received.

In regard to account number : [protected] pin number 7486. I submitted a service call sometime in later January early Feb due to no dial tone because of heavy rainfall. The technician came out and fixed a wire inside a small box located on the roof by the roof peak. the fix lasted a day then the phone went out again due to continued rainfall. I called again to schedule a return but since the tech could not come out for another week and rain was still scheduled I did not make an appointment.

When I noticed my bill was available on line I realized the amount due went from $136.88 to $265.73. Upon reviewing the bill I saw that I was charged $85 for a service call which neither the customer service nor the repair person informed me about a fee. I first called to dispute this fee on 2-20 around 4:30, the rep said she would reverse the fee. Upon checking my account 2-22 the fee was not reversed. I did live chat but after almost an hour got no resolution, since the rep was talking about the promotion fee not the billing issue. So, called customer service today spoke to Tim, he was told the fee could not be credited since the original rep did not make any notes confirming reversal. Also I noticed 14 411 calls that I did not make, he said a temporary credit would be placed but could be reversed if it was found that the calls were made from my phone. Keep in mind my land line has not been working properly due to the rain. It would make no sense for me to make 411 calls since I have a computer and cell phone to use. Okay, in regard to the $85 tech fee, Grover in the Retention Dept could not help said I could make a dispute with customer service, was tranferred to customer service but Connor in customer service was told by his supervisor that a dispute could not be made. Well, now I'm making a complain to the effect that since I was not informed about the fee that I should not be forced to pay it. I was told that conversations are recorded, so I asked if the original conversation could be reviewed to see if the customer service rep informed me when I called for a service appointment about the service fee and was told that they would not do that. Very poor business ethics that fees are not divulged but customers are expected to pay for them. I demand a credit for $85.

This has been going on for a year now, I thought it was resolved but turns out it is still not! I am beyond frustrated, back on [protected] someone was going to come and connect service, well it was cancelled a few days before that, now you have a connection and a disconnection all on the same day. Come January 2018 I receive a bill for $138.00 after I called numerous times to Frontier and explained to them what happened they would all tell me its been taken care of, few months later I get a letter from the collection agency I explained to them what happened they closed the file, and sent it back to Frontier, they sent me a letter.
A few days ago a sales person came to my door wanting us to switch service, I said okay fine gave him my information, and now it turns out there is still a pending charge for the $138.00. I was online with Frontier today with 3 different reps the final person I spoke with was Thomas he told me I needed to get in touch with the Credit Protection Association, which I did but they have nothing to do with this anymore they said call Frontier. What do I have to do, who do I have to talk to. Should I go to corporate and speak to someone? Hopefully you can get this fixed I am trying to switch my service, but I will not PAY for something that I never signed up for, someone needs to be retrained. Hopefully you will contact me this is beyond ridiculous! I will keep emailing you until I get a call back, if I have to contact the BBB, I will I need to get this fixed yesterday. I am emailing here as well, this is residential but no one is helping me. I will continue to email where ever I have too until this is resolved.

"I closed an account immediately after opening because the service would not connect. It will be 2 years this coming May. I was told after I closed the account that the fees were waived. After a month I kept receiving a bill! Called numerous times and by 2 managers, I was told that the fees were waived due to non usuage that they checked and I would not receive any bills. The account is closed in good standing!

This November a $170. Not paid negative was posted to my credit report! I need help with reversing this please."

I don't have any bills and haven't Recieved anything for over a year and I don't know the old account number. I have call and spoken to 5 people in the last 5!days who can't help, can't give me a number to call someone who can! This is insane!

Contact and info - Constance Northup
902 Esplanade C, Redondo Beach, CA 90277 310.490.4332

Thank you, I need to refer this and bring my good credit back!

I do not make a habit of complaining about service but I called customer service to have my internet speed increased was told it would be $10 a month which is not problem, It will be effective on 12/6/2018. They will have to send a tech out when I said it really was not necessary since we had changed packages in June 2018 which decreased our internet speed and eliminated some channels to bring out bill down she said correct you will not need a tech and service would be upgraded on internet speed on Dec 6. thanked her for the great service.

Dec 1-2 checked my Frontier account online and said a tech would arrive between 8-2 on Dec 6. I called again and basically went thru the same thing said it was taken care of and give 48 hours for it to take effect. Again thanked for great service.

Dec 3 got email from From frontier listing my new bill and tech charge of $75. Again another call and basically went thru everything and the support person said the previous one had forgot to check one box after she had talked to dispatch she did what had to be done and all good..service to start Dec. 4

Dec 6 I called to see what my internet speed was and of course no change. I asked to talk to a Supervisor and she said she was a supervisor. Then told me order was cancelled and that you cannot upgrade internet without a tech coming to the house (only person to tell me this). This was purely runaround on Frontier part. All customer service reps should have same information.

Needless to say I am very upset and looking for a new provider. We have been extremely happy with frontier thru the years we have had them.

This has been an on going battle with Frontier for years. They had a monopoly in our area and there was not good infrastructure in place so basically it is a license to steal from rural America. In October of 2017 my bill spiked up to $300 per month from the $100 which we agreed to. They said it was because I was out of promotion. I called a number of times all of my calls are recorded. Each call they tried to get me to go into contract with them. The straw that broke the camels back was when I called in Fall of 2018 asking why my bill was higher than I agreed to pay. I told them I was not paying them the bill and I was going to change service, which I did. Verizon offers a wireless home phone for $20.00 per month. The phone itself is $55.00 with a discount. You do not need internet to make this phone work. You can use it to fax as well. I am disputing that a company should not be able to charge you what ever they want to. They should only be able to charge you the amount you agreed to pay. This is a gimmick
and Frontier makes a ton of money off of your promotion ending and your bill going up triple. Please FCC stop this, many old people are the victims of this unethical way of conduction business. This should be illegal.

I was not able to cancel my account because I did not have a pin number. I offered to give them my Social Security number Birth date send a copy of my License they did not cancel my account and had to wait a week to get it by mail. When I called to cancel they gave me the run around waited an hour on hold and my this was done on Nov 5th 2018 and my service is still active and they are billing for November. I am filing in Small Claims Court for What they want me to pay for the month of November. Can anybody help me and give me the name of their service agent in the State of California.

Was changing providers and Frontier enticed me to stay by offering deal unable to refuse. Unable to initiate at that time since new provider had already issued phone number port tranfer. Called to have cancelled and upon recontacting Frontier the CS rep said notes in system said agree with what to get but if she did this per system it would include additional fees. Grudgingly said just leave current equip and keep as is just lower the price to what quoted. After off phone 2 hours later was sent email confirmation and bill price was $25 more then quoted pre tax. Called told must be promo code entry error transferred and on hold over 50 mins. Got orig rep and dhe deleted all the order and made what agreed to. After email conf email again bill eould be $35 higher. Have spent to much time and energy with these people, multiple times unable to deliver at cost agreed. Now need to recall competitor and hope price hasn't increased. Deceptive pricing. Have heard others also have experienced same challenges. Poor seniors who trust and don't know to examine the later sent email. Why is customer service billing amt pre tax more then what quoted once email sent? Deceptive

RE: Frontier FIOS Account [protected]-5

I promptly returned all of Frontier Communications equipment after my contract was fulfilled but Frontier is claiming I owe them $115.02 for a STB.

On 8/11/2018 at 5PM I spoke with Customer Service Representative "Brenda" from Pennsylvania. She provided me with a list of what gear needed to be returned and we agreed: 1DVR, 3STB's and 1 Router. ( She said the remotes and power cords did not need to be returned I returned them anyway)

I packed everything in the box Frontier provided and took a photograph to document the contents. The requested equipment is plainly shown. At the recommendation of UPS, at the storefront, I also photographed the the UPS shipping label on the box. Returns to Frontier shipped on 8/17/2018. I will attach the photos and the billing.

I've dealt with multiple cable/internet and phone providers over the years and have never had anything close to the duplicity, deceit and fraud I've encountered with Frontier.

I want full credit for my returns and for this fraudulent charge to be dropped.

I contracted with Frontier for bundled services of internet telephone and cable tv .Apparently, frontier teams with Direct tv(ATT)For cable service ;.Direct TV, came the next day and provided me with their service.So far So good.Three weeks later the Frontier engineer arrives and informs me that they have no internet service in my area and that I should contact spectrum, Now att are demanding $480 because I am terminating my contract.Nice scam they have got going!