Frontier Communications was originally founded under the name Citizens Utility Company in 1927. The company provides telephone, cable television, and internet services for many rural areas and those in smaller communities. Frontier Communications is the 6th largest local exchange carrier in the U.S. and the 5th largest internet provider. The company changed its name to Frontier Communications in May 2008.
In May 2009, Frontier Communications purchased Verizon landlines for $8.6 billion. In February of 2015, the company announced an agreement with Verizon to acquire their internet and FIOs service. The company also purchased AT&T’s U-Verse, satellites, internet and landline phones in late 2014.
Today, Frontier Communications employs more than 18,000 people and had annual revenue in 2016 of $8.9 billion. The company is publicly traded on the NASDQ exchange under the ticker symbol: FTR.
The company maintains headquarters in Norwalk, Connecticut. 
Frontier Communications
Frontier Communications was originally founded under the name Citizens Utility Company in 1927. The company provides telephone, cable television, and internet services for many rural areas and those in smaller communities. Frontier Communications is the 6th largest local exchange carrier in the U.S. and the 5th largest internet provider. The company changed its name to Frontier Communications in May 2008.
History
In May 2009, Frontier Communications purchased Verizon landlines for $8.6 billion. In February of 2015, the company announced an agreement with Verizon to acquire their internet and FIOs service. The company also purchased AT&T’s U-Verse, satellites, internet and landline phones in late 2014.
Today, Frontier Communications employs more than 18,000 people and had annual revenue in 2016 of $8.9 billion. The company is publicly traded on the NASDQ exchange under the ticker symbol: FTR.
The company maintains headquarters in Norwalk, Connecticut.
So glad to read your comments.I was trying to get phone service but was told they needed my SSN for a credit check. I said I would not give out my SSN .Later I found out my drivers license number would do. They lost a sale and after reading ALL your comments I would not go with thwm
I would echo much of what previous comments have said and add that a big problem with the company is that there is no way to reach anyone who actually knows what is happening in your area. Help/customer service folks are on the east coast ( or who knows where) and there is no way to contact local folks to ask what is happening when there is a problem of if service in the area is going to be upgraded. This leads to situations like being told on the phone that no fiber is being installed in the area but you can drive by the installation crews. They are only choice in our area and we paying a premium for 25/4 and I suppose should be great fun that it not 3/0.4 any longer.
Frontier has known for years that the switch/remote in our area is woefully overwhelmed (East Bethel, MN). We’ve been promised fiber connection for YEARS. I work from home and am on the precipice of losing my remote privileges (which would add +2 hours to my work day having to drive in to the office, not to mention parking fees, wear and tear on my vehicle, etc.), all because Frontier won’t upgrade my area’s switch. Frontier holds a monopoly on internet service in my area…I’ve nowhere else to go. We’ve been with Frontier for 27+ years and all we now expect due to the past several years of Frontier-provided internet is frustration and prevarication. I call tech support frequently to add to my record that “Yes, once again, my internet is dropping frequently.” I have no other recourse at this time.
PS When I can get a connection today (12/30/19), it is ~.25mbps download speed. I know I’m promised UP TO 6mbps, but .25 seems severely lacking. Nice, huh? Might as well be on dial-up, might be faster.
Same here in the Fall River Valley of northern Ca. Good luck! Lots of phone folks who listen listen listen but little communication to get better service.
MY NAME IS ARTHUR YANNI. I HAVE BEEN A FORNTER CUSTOMER FOR A WHILE. THE PROPLEM I HAVE IS I DON’T LIKE IT WHEN I HAVE A PROPLEM WITH OUR SYSTEM AND I CALL IN TO HAVE IT FIXED IS THAT THE CUSTOMER REP. WAS LAUGHING AT ME BEFORE HE TRANSFERRED ME TO ANOTHER CUSTOMER REP.. MY SYSTEM WENT OUT THIS MORNING 12/27/2019. AROUND 10.00AM AND MY WIFE AND I HAVE BEEN TRYING TO GET SOMEONE OUT TO OUR HOUSE TO REPAIR THE SYSTEM, WE WERE TOLD NO ONE COULD BE THERE UNTILL 12/30/2019. WHEN I CALLED IN I TOLD THEM THAT I NEED TO HAVE INTERNET BECAUSE WE TAKE CARE OF ANIMALS FRO THE SPCA AND WE NEED TO CONTACT THE DOTORS BY EMAIL. NO ONE SEEMED TO CARE ABOUT THAT, I CALLED SPETURM AND THEY SAID THEY COULD BE OUT THERE BEFORE 7:00PM TO INSTALL A NEW SYSTEM SO I COULD HAVE INTERNET. I CALL YOUR CUSTOMER HELP LINE TO TELL THEM THAT AND ALL THAT COULD BE DONE TODAY WAS TO CANCEL THE SERVICE. I GUESS THAT WHAT I NEED TO DO. I UNERDSTAND THAT NO ONE WILL CALL ME BACK. ANY TIME SOON BUT I FEEL THAT THE TREATMENT THAT I GOT WAS WRONG
Company is engaged in fraudulent activity!!!!! Avoid at all cost!!!! I am currently fighting with an account manager who feels it is ethical And legal to back charge me over $100 for fees that were never part of my 15 month contract because of an error of one of their employees. In no place on the contractual agreement does it say you can back charge fees of any kind which would negate the purpose And reason for a contract. Illegal!!! Unethical!!! Fraudulent!!! Never, Ever, Ever use Frontier for any services because they are completely unethical and should be brought under review for their illegal practices.
I forgot to mention the charges were only charged after I cancelled my service!
I had similar experience. Was charged for services never delivered. Customer service would remove them when I brought the “mis-billing” to their attention, but then a few weeks later another department in Frontier who simply reapply the charges….and on & on. There is clearly a pattern of fraudulent, unethical behavior going on geared at extracting fees from customers.
This deserves investigation by regulatory agency as must be impacting many customers, but highly doubt that will ever happen.
took 2 years of complaining ect. to get decent internet . have Vantage internet was told I would never go below 18Mbps not even 1 year later I was tyold I use to much bandweidth and my internet speed was cut to 14 next day to 12 Mbps dont no what ill have tomorrow . Guess from what I read you pay the high price but they dont have to give you the high speed.
worst company ever…….. terrible customer service…….e mail me if you care to hear why………
Steve Gable, Please review your policy of not even opening a repair ticket unless the caller has the personal PIN # for that phone number. The rural phone does not work because your lines are in need of repair again so my 90 year old mother is cut off from even using her LIFE ALERT. If your customers can not open a repair ticket it appears good on paper.
I also think it would be good idea after you read this to call all your family members and get them to give you their personal account PIN # so you could call in a service call if needed.
Thank you for acting on this information.
Carol
I have been trying to get frontier out to give me an upgrade. I was supposed to have him out between 8-12 pm. Came at 2 pm said it would take 2 hrs to all night. Did I want a tech to come in am to fix? I asked if he promised they would have come. Of course! No show. A week later and appt is tomorrow. I have spent 2 1/2 hrs on phone trying to talk to a competent person. Two have hung up after 45 min trying to resolve matter. I have to have more internet for equipment I had installed. The reviews here are nightmares. I don’t think the company cares. They leave message to call supervisor yet no good number to return their call. It goes to tech support. This is nonsense.
I have been with this company for 3 weeks and have had a tech. visit 3 times. I have been told by the tech. that the 500/500 internet is new; and that as a tech. that it was still in the beginning stage and that there was nothing he can do to speed up the connection. Tech. indicated that the company knows the issues here and with that, I consider this company advertising as FRAUD!!!! It has nothing to do with customers computer and the equipment that the tech. are testing with is design to show that the speed is there when in fact is it not. I WILL BE RETURNING TO COMCAST, which is a lot better after this experience. DONT USE THIS COMPANY!!!!
I am a retired Coast Guard Captain, Registered Professional and Health and Safety Professional. During hurricane Dorian this firm unethically at least, and illegally perhaps, required their employees during the middle of the event to report to work. Schools were closed, kids were home, no sitter. On the roads this policy recklessly endangered the lives of medical personal, firefighters, police, and power workers in an emergency, when the same entities were pleading with people to stay off the roads. Totally irresponsible. A relevant observation would be that if this companies’ margins require this kind of behavior, perhaps Frontier should not be in business.
Consumers beware! Please do your homework before deciding to choose Frontier as your internet/cable provider!!!! As a previous loyal customer of 6 years, my horrible experience with Frontier echo’s many reviews as shown above. After speaking with at least 6 different representatives and contacting the “office of the president” my issue has still not been resolved. I requested to speak with a supervisor on several occasions and to no avail, which moved me to contact the office of the president, whom I have yet received a call from as of yet. I believe Frontiers tactic is to frustrate and mislead taking much time from the consumer in trying to call and resolve their issue on their accounts; thus causing them to just give in and pay these misconstrued exuberant fees. They billed to my account “after I discontinued my service”; thus charging me fees for services not rendered and recently threatening to send me to a collection agency for not paying the bill !!. this is very bothersome and stressful as I’ve NEVER received such a threat! These many complaints (which I’m sure are many more) and concerns needs escalating to a forum to stop this unscrupulous behavior on consumers!
NancyE august 30 2019.
I completely agree with your complaints, I have additional ones as well.
I agree and would actively participate in any form you start or join. In addition or the FCC, FTC, consumer protection agency, your state attorney general and elected representatives are my current agenda . Consider private attorneys as well. Final solution must be regulating all providers as public utilities.
After five hours on hold on the telephone…. between June 4th and June 13th…. and speaking with seven different Frontier representatives, I was unable to get my “vacation hold” removed….. My service is always very slow, if working at all. Three representatives told me different prices for special bundles…. but none could sign me on. I was told to wait twenty four hours to be removed from vacation hold by six representatives. I went to the seventh rep. and he told me there is a service charge to come to my residence but could not say the cost.
I do not believe that my return to service should take so long and that I should be charged for NO SERVICE for at least ten days now…. after being patient. WHy is the service slow or defunct? The local chat says Thames Valley provides better service. I will be forced to leave Frontier if you do not respond in a timely fashion. I look forward to hearing from you.
Sincerely,
A Sloan Rankin
In April my service was turned off. When I called it was because I was late on my payments – the reason I was late — I had not received a bill since before Christmas, and unfortunately out of sight, out of mind. Turns out on one Frontier system it showed paperless billing and on another it showed paper bill. I spoke to someone who was able to assist me, paid my balance to date, and was told all my fees would be taken care of. Again, today, my phone isn’t working and I check the website to see I have a balance of $191.27 and of course no bill. So I call customer service again. First person documented my issues and sent me to customer service. That representative, after putting me on hold while his system loaded, told me I hadn’t paid since January, then says I paid May and June!? So he sends me to collections and that representative tells me there’s nothing she can do about billing, she just accepts payments. She also said she doesn’t know why they always send people over to collections for billing questions. So again, I’m sent back to customer service and have to go through the whole I don’t have my account number or pin because I don’t have a bill. So this representative asks me for my address, which I though was odd, why wouldn’t he ask me for my phone number. THIRTEEN MINUTES later he comes back and says he can’t find my account by the address – I asked, why didn’t you ask me my phone number, and he says he did. I asked him what number I said then and he said he couldn’t tell me that, he could only confirm or deny what number I gave. So I asked for a supervisor. Sabrina comes on – who has no business being a supervisor or working with the public or humans for that matter. After telling the whole story for the umpteenth time, I have to again wait for her system to load and she’s giving me her schmeel, which I said I didn’t want to hear again. She tells me she has to follow a call flow and has to repeat all the commercials again! Really? Even though I said I didn’t want to hear about the products. She finally gets my bills up and says I have charges for a reconnect fee and she will not reverse it because it’s my responsibility to call when I don’t have a bill. Well, what do you think I’ve been trying to do for the last hour plus?! She constantly talked above me and would not listen to anything I had to say. She did not help me with getting paper bills, would not reverse my fees, and my phone still isn’t working. I told her I wanted to speak to her supervisor and she told me I would have to call back and ask for one – nice customer service. Part of my service is to send a paper bill as instructed back in April. I absolutely never gave anyone permission to change my billing choices, yet here I am being punished — fees, over and hour of my life on the phone with incompetent service representatives, my cell phone battery is dead from being on hold so long, I still have no home phone service, and now I’m researching all the ways to make sure my story is heard by someone who will actually do something to assist me.
I just thought after all the years being with Verizon & when it changed to Frontier I was a valued customer; I have painfully & quickly found out recently that I am not. 5 different Frontier Associates have told me my service plan expired at end of January 2019 billing and I was charged extra $95.85 on my billing as my plan expired and went up. I called to see what I could do and not one associate tried to offer me anything close to my expired plan; I mean it was outrageously high and affordable for me. So that let me know I was not worth keeping as a valued customer and when I said I wanted to cancel my service on 2/19/19 I was then told I had to pay an early cancellation fee and that I couldn’t cancel until after billing ending February 14, 2019; but one other associate, Andrew told me I couldn’t cancel until February 2020; can anyone believe this strong hold illegal non-sense. Torey is the ugliest most unprofessional I have ever had dealings with paying for a service and its unacceptable. DO WE ALL JUST LET THIS COMPANY RAPE US LIKE THIS. THEY ARE NOT INTERESTED IN GOOD, HONEST PROFESSIONAL SERVICE FOR THEIR CUSTOMERS; THEY JUST WANT TO STRONG HOLD, OVER CHARGE & HOLD YOU PRISONER; THEY JUST ARE ABOUT THE MOTHER LOAD OF DOLLARS THEY CAN TAKE US FOR NOTHING ELSE. I WILL GO WITHOUT A TV OR INTERNET BEFORE I EVER USE THIS COMPANY EVER AGAIN. WAY TOO MANY PROBLEMS.
I have also been waiting on the equipment box to send my equipment back to Frontier in Torey said I would get sent to me; even though I can’t cancel my expired plan or account; they want their equipment sent back. CAN YOU BELIEVE THIS NON-SENSE I am posting everything on facebook about this sorry company
sorry I meant Frontier associates did not offer me any new plan that was affordable for me; it was all way to high priced and unaffordable.
Telemarketers the are the problem you should control these which are calling everyday and nobody put a stop to these people and the real disappointment with frontier that they don’t even care about the issue about what is going on this very annoying that a company like frontier should care about the customers.
please put a stop to this. people are very busy and the customer has to put up with this nonsense everyday 7 seven days a week.
or put a section on your website to block callers like Verizon had that on there website since you took over this a real problem.
Blanca Elizabeth Jordan
To whom it may concern: Although my new account number does not reflect what I am about to say, my husband, Charles and I have had an internet account with Frontier since it changed from Verizon. Two or so years ago we felt forced to change to a small local company for our internet service because the connection through Frontier was so sporadic and no one seemed to be able to fix that even through we live immediately next to a Frontier building that houses internet equipment. Unfortunately, that local company failed and we were forced to return to Frontier. Thus our account shows as being only two years old.
Several times over the years we have left home for an extended period of time, and were thankful to be able to put our Frontier internet on hold as we have to pay for the connection from a different provider when traveling. I am now paying for Frontier for what will be three months of service which I am not able to use. This is not acceptable.
I have talked to at least four customer representatives about why we are being denied the option of vacation hold. One thought it was a technical malfunction due to an update which she would try to remedy manually, two others said it was because our area had had this option taken away from our plan. One today further elaborated that there had been an audit in the company and the whole state of Illinois had had vacation hold discontinued because the option wasn’t used enough. Is anyone in the business office of Frontier exactly sure why vacation hold, which would seem to be a simple enough option to implement, is no longer being offered to the whole state of Illinois, which by the way includes all of Cook County and Chicago, and the many large universities throughout the state? How many other states are now disallowed from the advertised option of vacation hold?
Except for the two year time span with a different company, we have been loyal customers with Frontier. I don’t think we have ever been late with a payment, although over a period of probably 20 years, that is a possibility, of course. We only left in the first place because Frontier couldn’t keep us connected to their service. However, telling us that we must pay for three months of service when we are not using it at all, is not acceptable. The only reason I will not be changing at this time is because in this day, internet connections are necessary for the business of life, much as I hate to admit that. We have no suitable options in our town at this time. I don’t want to complicate matters by having to deal with possible contract closing penalties, although Frontier itself has already denied the prices it gave us for a three year contract at two years into the contract that it agreed to.
I do not feel, however, any loyalty to Frontier, and can assure the company that when better options come along, which they will as the communication technology continues to improve, I will have no compunction about leaving that provider behind.
Sincerely,
Elizabeth Carter
we left Spectrum because of rising costs The nightmare begins 12/17/2018 on line salesperson quoted us PRICE OF 135.99 PLUS TAX abundel 12/26 t.v.and internet unable
to complete phone because error in order, would get phone in ten days(do no cancell services as you will loose you number1st email bill will be $187..30 second e-mail 12/27 bill will be $347.64. hours and hours on phone very nice rep. but no two people will have the same information. Call Tampa office and was told we had 30 days if we did not like service ,there not be a charge to leave( now it was denied ,that we were told that)two people heard it..1/1/2019 our old server reconnected us..1/3/2019 bill from Frontier by postal mail$347.64. more hours on phone 6days of partial service and we owe Frontier
$187.30.does not seem fair ….no telephone, incorrect bill 135 plus tax=187…I feel this is very unfair employees giving incorrect information what are we suppose to do?
Thank you, Virginia Schenker
what’s going on with frontier ?….as your first comment stated they are not honoring discounts via Verizon and the my bill is like a roller-coaster ( up one month and down the next ) with late charges of $9.00 added on all bills. I believe the reps. are not well informed enough to answer customer questions, they quote one price and your next bill will be up $40-50 more. I retired from Verizon after almost 40 years ( New York Telephone, GTE Florida and Verizon) I pay my entire bill on time and have never been late. Is this some kind of “sham” to confuse customer’s with these up & down charges? I would like to stay with Frontier.
Thanks for your time.
Sarasota, 25 September 2018
Ms. Melanie Williams – VP OPERATIONS
Florida South Region
Frontier Communications – Office of the President
P.O. Box 5156
Tampa, FL 33675
1.866.511.1523
RE: Acct. # 941-366-5916-031513 – FRONTIER NOT HONORING CONTRACT NOR THE PROMISES FROM ITS REPRESENTATIVE IN THE OFFICE OF THE PRESIDENT
Dear Ms. Williams:
I’ve had a service contract with Frontier since it took over Verizon’s Services in Florida. My current contract is for 9/20/17 – 9/19/19.
Lately, Frontier has not honored the contract, nor the promises made by its representative in the Office of the President. Every month, and I mean every month, I have had to call Frontier customer services to make corrections on billing charges.
I was told by email that my charges would be about $ 165.00 – ($ 180 – credits and charges + taxes). My last bill dated 09/16/2018 is $ 245.04. What is going on? Is Frontier so desperate that it went on to over billing in order to avoid failure?
Before I went on vacation hold, in March 2018, the contract with Frontier for FiOS (Triple Play – TV/Internet/Phone for two years that should expire on 09/19/2019. After I came back from vacation in June 2018, Frontier changed its charges to my programming and the following billings have not being according to the contract. Every month I have had to call customer services and the Office of The President in order to request Frontier’s correction of the billing errors. However, the mistakes continues and now your representatives do not answer my calls nor reply to my emails.
I have emails from your representative, promising that the contract would be honored and the monthly charges would be equal to March 16 statement.
Frontier cancelled my $ 50.00 Loyalty Credit that should continue until December 19, 2018
Please see copy of the following email, as follows:
—–Original Message—–
From: Matthews, Kiera
To: Claudio Crema
Sent: Tue, Aug 28, 2018 12:15 pm
Subject: RE: Frontier Communications Acct # 941-366-5916
Good Morning Claudio,
Frontier Digital Voice $30.00
Frontier Secure $9.99
FiOS 100/100 $45.00
Multi room DVR $15.00
FiOS Preferred HD TV $68.99
Sports Pass $11.99
—————————————-
The above items are on your March statement and equal $180.97. So the billing will be what is below until December and then increase to what is reflected below as this is directly from the statement.
(*) FRONTIER MONTHLY SERVICE CHARGES FROM 3/16/18 to 4/15/18
Frontier FiOS Digital Voice Term 9/20/17 – 9/19/19 30.00
Frontier Secure Personal Security Bundle 9.99
FiOS Internet 100/100 Term 9/20/17 – 9/19/19 45.00
Multi Room DVR 15.00
FiOS TV Preferred HD Term 9/20/17 – 9/19/19 68.99
Sports Pass 11.99
TOTAL MONTHLY SERVICE CHARGES 180.97
OTHER SERVICES CHARGES AND CREDITS
Loyalty Credit Term 12/20/17 – 12/19/17 50.00
VoIP Administrative Fee 2.99
Regional Sports Fee 6.00
FTR Secure BB $5 Credit -5.00
TOTAL MONTHLY SERVICE CHARGES -46.01
(*)Please note: the screen shot annexed to the email was not reproduced. The above information was copied from the original email.
Please review my account and let me know what corrective measures Frontier will take in order to honor its contract with me, Claudio Crema.
Sincerely,
Claudio Crema
Sarasota FL 34239
Telephone #: 941-366-XXXX
Acct.: 941-366-5916-031513-5
c.c. Corporate Office c/o KENNETH W. ARNDT- Executive Vice President and Chief Operations Officer
Your telephone service is absolutely nothing more than useless. I have called and called about my phone service being repaired since June 29th and given a date to when it will be repaired. I’m told that I will get a call to when someone will be here and as always no call no show. Everyone on this road has called in complaining about their service in getting it repaired. This whole county of Graham N.C. is effected with worthless phone and internet service. Not everyone can get cellphone service so we have to rely on our land line. I am so sick of hearing I am sorry save the words for they mean nothing at all. Your company has your employees well trained in saying the words sorry with no results. I was issued another date of August 7th work ticket #007089216. Until then no one can hear me over the loud roar of a hum over the phone or me them. This all started when I called Frontier to have my name but on the bill with my husband’s name and the account was canceled. We received two billings one in his name for $45.00 and another billing in my name for $167.78 our June bill was $101.45 for phone and internet. They supposedly gave us another billing account number and pin number and was to send it to us well nothing have we seen of anything except for unbelievable billing amounts. Why is it that I have the feeling that this to will fall upon deaf ears as everything else that I have tried to do in getting our service repaired. I’m sure that all I’ll hear as usual sorry, instead how about helping people out with good phone service if it is somehow possible. How would you like having such a phone service as this is. I’m such you wouldn’t along with the rest of us. If I get a reply I’ll be surprised the way everything else is taken care of, SORRY.
This will now be the 6th time I have had to called about my bill. Every time I have called nothing is completed. I have gone round and round with all of the agents I have spoken too. I am not sure why I should have to explain this more than once, as a customer this should of been completed or escalated to the next level due to all I have dealt with and the time I have wasted. I will say this is the WORST CUSTORMER SERVICE EVER. I called to get my Loyalty credit back as it had expired, as it stated to push 3 when you call. So I called and talk to one of your reps and they told me they had added the loyalty credit back and had back dated me for 3 months. I was like wow okay thank you so much…… she said you will have credit for the next two month so you need to pay the $189.43 and then it will be a credit for the next two month and then your bill will be back to around $130. Perfect!!! So I get back from Vacation and my July bill is in, holy cow its for $501……UM WHAT???? So I called and talked to a rep who puts me through to a retention officer Alex, who looks over my account and finally after an hour, figures out my account had been cancelled and another was created. This was done in order to give me a loyalty credit back. So since it look like I had never paid a bill it charged me instead of back dated me for 3 months. So Alex said a credit of $452.23 with a new bill of $105.98 before tax with this month being only July $49.00. But the system was down and he couldn’t do it at that time. Then I called the Monday after the weekend and had to start all over and spoke to another lady who was named Rachel, she told me she promised to call me back by end of day. This way I wouldn’t have to tell this story again and would issue this credit over for approval. Never heard anything. The next morning and spoke with Rhonda in Irving, TX and they promise me a credit of $368.19 and I have only received a credit of $178, so where is the rest of my credit and how did they come up with that about when the others came up with $452.23. No one is consistent and I have never been so frustrated with a company, I am now late because I have now been calling for almost 3 weeks as you can see from my notes on my account. Please can someone make this right?????
I could have written this letter! Just insert some different figures, but the rest is the same. It’s been 5 months since I started trying to get an erroneous charge refunded, and I’ve gone through upteen reps and written to the Office of the President. It’s now down to me owing $25 for a returned check which I refuse to pay. If anything, Frontier owes me money for all the months that the erroneous charge remained on the bill. The worst customer service ever!
Our experience mirrors much of the above. The countless calls, broken promises from “retention” staff, no explanations for bills that are overcharging. We are on our last straws. I would look forward to a very public court appearance – our paper trail and recorded calls are extensive (and yes, with each call I say it’s being recorded). Well meaning people – and like some companies that string you out until your exhausted by being promised (Lucy and the football) simply has in their business model – never acknowledge a mistake, and keep billing. I have a few next steps, non pleasant, all for me expensive, however I’m not going away until I say good bye. Please Please contact me – and fix this. When Serena called the ref a thief, it would describe the business model for Frontier.
I have been waiting on a installer that has missed 2 install dates. The call center is so unprofessional. No one could figure out my issue and every fix is to not address the issue and the people messing up daily. They want to reschedule you for a week later. I don’t have a week. I will spend the week finding different services because this is ridiculous. Corporate really needs to find a different way to handle their customers. I got so many bad reviews for frontier and now I feel I’m forced to put mine on here also. Sure nobody from frontier is addressing stuff.
Approximately a week ago, I called to get service (internet to be more specific) and after several minutes, I received the appointment. The appointment was scheduled for today July 6, 2018 between 1pm and 5pm. Long story short, I received an automated call from Frontier saying that my appointment was cancelled without prior warning. Someone waited to the last minute to cancelled and keep in mind that I took today off from work to attend the Technician. I found it to disgraceful and poor customer service. I am trying to get service from you and this is the way I receive it? This makes may question whether I should really change (from Spectrum) service provide. Another Military service member told me about the discount offered to service members, but I am very disappointment.
I called in and to my surprise, my account was not found and I did not get any answer as to why, my account was selected to be cancelled. After an hour of talking to the agent (which by the way was trying to help me), she could not get me the help/answer or at the very least another appointment within the next 48 hours. The best she was able to help me was to wait another week. Keep in mind that I have schedule to cancel Spectrum tomorrow, and now I am going to be without internet or cable or TV. Someone has placed me and my family on a very difficult situation because even if I want try Frontier, I have to wait almost a month (since my first call) to get service. I know Frontier is a rich corporation, but refusing to sell products goes beyond me and speaks volume of the leadership.
I cancelled my Frontier service effective 2/27/18. In March I got a bill for 190 for march services. I called customer service & they said the bill was generated in error & that I should just disregard it.
The next month I got a past due bill for 190. I called customer service & they said they were sending it to a supervisor for removal of the charges & to call bac in 48 hours.
I called back in about a week & the charges were still there. They told me that I shouldn’t get billed for services that I didn’t buy & that were charged to me without my consent after the account was closed.
They told me to call back in a week. I waited two weeks & when I called back I was transferred to the collections department that in turn transferred me back to billing.
The Billing associate again said that the charges should be removed & when he tried to remove it the company computers let him remove about half.
He told me to call back in a week. I again waited about two weeks & when I called I was told the charges are “in dispute”.
I was told that I would be contacted when it is removed.
That was about 2 weeks ago & I since sent chat room conference material to the President of the region’s office. They sent me a return email that a customer service “specialist” was soon to be in contact with me.
It’s over a week since that & still no response.
I am not a dead beat. I have NEVER refused to pay a bill. My FICA score is over 800 but I’ll be damned if I will pay for something I didn’t buy & I don’t owe it just because they say I owe it.
I cancelled the service 2/27/18 according to their company records that their associate confirmed for me & the billing is for the time of 2/28/18 going through the month of march.
I don’t think they are consciously trying to rob me, but that is what the effect of their crummy service is facilitating.
I have a similar situation. I cancelled my service in March and sent back equipment. I get a bill in May for unreturned equipment. I spoke to a customer service rep and told me info will be routed to a supervisor but it shows that equipment has been returned. Now 2 months later they have sent the amount to a collection agency and I have called multiple times since May with no resolution. I even spoke to a manager today Chris but they don’t seem to care. They give same response, I will forward this information and then nothing!
June 4, 2018
Frontier Communication
3 High Ridge Road
Stamford, Connecticut 06995
RE: Account #813-985-3775-111517-5
I am writing to you to express my displeasure in the way your company handles senior citizens.
Your service department is one of the worse I have ever dealt with, not knowledgeable, don’t care if you are satisfied or not, and in some in cases just plan rude.
On June 1, 2018 I went to turn my computer on so I could pay my bills that are due on the first, I was not able to get on the internet, so I picked up the phone to call Frontier Communication and my phone was dead, I then try to turn on the TV and same thing no TV. I do have a cell phone so I called customer service at Frontier Communications, after waiting for some time I talked to a agent who informed me that the “battery on the side of my house was dead” . A service tech would have to come out to take care of the problem. After being put on hold for a long period of time she told me the first available time would be on the 4th of June. I explained to her that I am 77 years old, live alone and have health issues and need my services fix before the 4th, she told me there was nothing she could do and we were disconnected. I called back 2 more times and was told the same thing, so here it is the 4th and still no communication from Frontier and no service for my internet, no telephone and no TV.
How is it possible that I have to wait almost 4 days to get my services restored?
I am active in a number of senior citizens action groups and will be telling them about the poor service you can expect if you sign up for Frontier Commutations, also will be in contact with AARP telling them the same thing, so they can advise their members not to deal with Frontier Communication as they don’t care about senior citizens.
I will be changing my service to a more caring company.
Sincerely,
Marilyn A. Therrien
Tampa, FL 33637
(813) 985-XXXXX
you owe me 371.00 and i have not had your service feb 2018 you scammed me i had handy cap because i can not see well my dranddaughter use mt computer and i e mail in the largedt 25 virizon did not charge me for 411 calls but you killed me you were going to give me privious as verizon and yet i do nhave any thing to do with you your employ do not know what they are doing and i talked to all over america frontier enploys i am 85 and sorry i signed with you
i want my money you scammed me i am 85 years i hope going to senior scam will help me
To Whom It May Concern:
I am addressing this to any person that may be contemplating the service if Frontier Communications. They are complete idiots. I would like to personally ask Mr. Dan McCarthy if he actually has the service of Frontier in his own home, or shall l say mansion. This man makes millions of dollars per year yet he doesn’t have a clue how utterly disappointing his company and their services actually are. I moved to a new community. I received an offer on Frontier and decided to go with them. The service never did come through. After waiting and waiting and too many phone calls to mention, let’s just say hours of my time, unpaid, uncompensated were applied to simply attempting to get their service and to no avail this never happened. I finally gave up and contacted the local company, ETC, and went with them. Their crew came out immediately and disconnected the box and unprofessional non working lines from Frontier and had me up and running as promised. I was finally happy to have connection with the world. Then l started receiving bills from Frontier for $80.29! OMG! Seriously! I still am receiving these bills and being threatened with damaging my credit as well as being bullied to pay this astronomical amount of monies for no services rendered. Because there never was any service, EVER! So I am resorting to blowing up any and all Social Media as well as bombard the CEO as well as any and all that l can to enlighten and educate them to the unprofessional idiots that are employed by this company. I have never had any dealings with anyone nor any company with such ignorant and incompetent capabilities. Many hours have been lost due to repetitive phone calls, missed appointments, and loss of sleep and frustration. Stay away from this company! They lie and cheat and yes even try to steal. So beware!
Sincerely,
Ms. Heather Kellems
Batesville, IN 47006
for the past 8 months I have been dealing with Frontier services to provide me a final bill for 8 days of service.
My Original contact was the Frontier Sales Agent who quoted me that I would get the bundle service for $79.99 with the following: Dish TV (including a $200 Visa gift card, provided to me by the install tech the day of installation – Which is False, it comes in the mail and is only $100.) The agent said they would install cable as the unit previously had Verizon (main Verizon box is still in the house) and phone services would be set up. However, when the install tech arrived it ended up a total different direction. he was not able to provide me with Internet via cable – it was dial up. After installing the dial up which I was promised would work perfectly for my needs, the agent left and I was left without using the internet for the 8 days I was billed for services. the Next Day the install agent for DISH showed up and installed the TV services. after day 5 I called to get my services canceled and I waited 3 day so that I could get new, correct proper services installed. At this point I owed $384.89 and was told it would be reduced by $100. After 5 months of going back and forth I was told that the amount of $152.95 would be the amount due for the 8 days of service. I asked for a final assessment by the billing to be charged for only the one month of services $79.99 as it was stated and agreed upon by both sides I was given the wrong information. Frontier said that I would be given the opportunity to request have the final amount reviewed again for less deduction due to frontier and . On April 25th I was notified that Frontier has submitted by account to a “Collections Company” which I confirmed through Credit Karma which show’s my credit score being decreased by -35 points.
I have today been hung up on 3 times. 1 x each by customer services and the 2 conversations I had with the Frontier Collections group was 100% professional and respectable. I am completely dumbfounded as to the lack of professionalism, ability to remedy a negative solution as it is with Frontier. They have no true customer support system or follow up. I am currently on my 5th phone call today and my 26th phone call to Frontier regarding falsified information, incorrect actions taken against myself and wrongful use of communication power to the Credit Bureau.
all I am asking for is the correct amount due to frontier to be told to me and I will pay this amount. And, have a letter stating the amount for Collections was issued incorrectly. so that I can have that amount removed from my Credit Report. Having my credit score reduced by 35 points is huge when you are looking to buy a house in the next 2-3 months.
First I will say the people you speak with are very nice and polite. That being said …. this is not a results oriented company. First we were quoted a great introductory offer, decided to order the bundle package, they ran our credit, all was good … order was a go and then it vanished. Called to check on status and they would no longer honor that price despite the fact that by running our credit and placing the order they had a contract with us. We re-negotiated a different price but I vowed to get the one originally promised. Sent a letter to corporate (it came back saying they’d moved and no forwarding address) Did the FIOS install yesterday. Techs were great but of course there was an issue, seems the order was written wrong so the preliminary work of hooking the lines to the pole was not done. Poor tech was here for hours. He leaves, phone has a dial tone but we can’t receive calls. A day later and 12 calls to c/s tech support, still can’t receive calls. Everyone promises to work on it but it isn’t happening. Said it will be done within 24 hours. It’s been more than that. They know what the issue is, just can’t fix it. Then hook me up to the original phone line I had til you can fix it. (oh, we can’t do that) … I guess they presume everyone has a cell phone these days but …. you can’t count on that. I blew my whole weekend waiting for this to be fixed. Really annoyed with them and their lack of being able to resolve this.
I called frontier to report a problem with my wireless control box and grave the model number and serial number. the young lady I was talking with told me that she will have a replacement sent within 2 days. The replacement arrived and I found that it was the wrong item. I again called and spoke to a gent and explained the reason for the call and was sorry for the error and he would have the correct control it did arrive and AGAIN the WRONG item . Again I called and spoke to the 3rd person I asked him to view the back of the control that I have that has a problem and the back of the wrong control and if he could see the difference he was able to see the difference and he told me that he would ship the correct control. I am now with fingers crossed hoping to get the correct control.. If person # 1 and 2 worked for me each would be looking for new jobs as I have NO tolerance for an employee that puts my Company in a bad light.
I have had nothing but trouble with Frontier from the moment we were switched over. Verizon was far superior in customer service and rates
My bills need to be adjusted every single month. Without my knowledge the pricing is constantly changing..
What a mess !! Switching to a diff company next month. This is beyond frustrating.
I signed up with Frontier Communications on November 16,2017 for cable internet and phone and promised promotional pricing of $79.99 for 2 years. I have nothing but problems with your billing and customer service. I had to call every week and get the price adjustments. Last week I spoke to Monique in billing she said that she had made the changes and My bill would be $85.99/month without HBO and Frontier security. She gave me an order # 043994774 to reference., which i never wanted. I called today and spoke to a Otis in Billing and he said he cannot see the change in system says its pending. I need someone to FIX THIS MESS ASAP..
I sent a letter to corporate last month as well as contacted the office of the President. Have not heard from either yet. I would like to re-establish my service after my move, but I need Frontier to figure out what they are doing internally before this can actually happen. They attempted to install 3 different time and gave me 3 different reasons why it could not happen. I had to cancel the order and go with Satellite Internet to keep from losing my job because of Frontier, since I work from home. I am still wanting a landline internet, if Frontier can figure out what they are doing.
As I was shopping in a retail store, I was approached by two Frontier Communications salesmen. One of the salesmen asked me what cable provider I used. I replied Spectrum. He stated that he would like to send me more information about Frontier. He asked me to provide him with my name, email, phone number and mailing address. I did so, and waited for the information to arrive. Days later, I received two text messages asking me to confirm an installation date for Frontier internet services. The message sent on 12/1/2017 at 11;22 a.m. from the phone number (469) 247-8570 stated the following: “Hello. You were approved by our Account Manager (Ian) to be installed with FiOS by Frontier! His Technician will arrive on 12/23/17 at 2-6:00PM with 300/300 Internet for $100 due 35 days after installation. Thank You :)”. I replied to this message: “No thanks.”. The next text arrived from the same number on 12/5/17 at 12:24 a.m. It read: “Hello, in order to complete the installation process we need an I.D of verification. This can either be a Drivers License or Social Security #. This is company policy and we apologize for the hold on your order. Thank you”. I replied to this text message also: “We have not ordered your services. Thanks.” I did not receive a reply to these text messages. Then, on 12/6/2017, I received two emails from Frontier Communications regarding order #069727236-FT, asking me to confirm an installation date. When I received the first email, I chatted with a Frontier representative online that apologized for the error and said that the issue would be resolved by cancellation of the fraudulent order. However, I received another email from Frontier hours later, saying that my order was placed on hold for missing information – not cancelled. I called Frontier on 12/7/17 and told the representative that I needed to ensure that this order was cancelled. When the representative (named Ines) asked for my date of birth, I refused to provide it (as I had never provided it before, and I did not want Frontier using my information to complete their order details). I asked for a supervisor. She transferred me to someone named Sean. I tried to explain to him what happened, but couldn’t do so without him interrupting me to tell me that “[I] asked for a supervisor. Obviously, [I] have a problem.” To which, I replied that I needed the order cancelled immediately, because I never placed an order. He abruptly stated “It’s cancelled. Bye.” I have saved every text message chain, chat conversation and phone record related to these incidents, and I definitely will pursue the protection of my personal information from the identity thieves at Frontier. This company should be shut down immediately! I cannot believe that any credible business would create fictitious orders and then penalize the victims of identity theft by hassling them about cancelling orders that the victim never created.
i have been a customer since 2009 when Frontier bought out Verizon in WV. I have never had any problems until we had to move.We contacted Frontier and set up October 10 2017 as the date we would transfer our services to our new home and cut them off at the old home which is only about 15 miles down the interstate,We were told the technician would be there between 8am and noon. No Show. Back on the phone and talked to three different people and was told they would definitely be there on the 17th between 8am and 5pm.No Show . Back on phone and went through three more people and was told that they would come that evening by 8pm. No show. Back on phone again went thru through two or three more people and was told that they would be there before noon on the 18th. No Show.Got on the phone again and verified old address new address ,new phone number they told us we would have,old phone number ,and they told us they would definitely be there on the 19th. between 8am and 5pm .No Show. The reasons for all of these no shows were : they had the wrong address,the tech had the wrong contact number,it was not scheduled to service,we cannot get computer service in our area, they would have to put in new lines?,and so forth and so on. The last guy I talked to explained that they could hook up the phone but we would have to have a second day for them to hook up the computer because it was in a area where they would have to upgrade or that they did not have service.In the beginning we were told just to bring the modem from the old house and it would not be a problem. This last guy said that he could arrange for the land line to be hooked up on the 28th and then they would have to determine whether or not we could get the internet. After rearranging our schedules for 5 to 6 days for them not to show up again and to spend more hours being on hold and passed from one representative to another, we decided to terminate our services with Frontier.The representative that cancelled us said we would not be charged after the 10th of October(yet to see on that one) when we were supposed to have the service shut off at the old place and transferred to the new place. After being customers for 8 years you would think you would get better treatment.. just wanted to let someone know that you are running off good customers. I sincerely hope you get your customer service people and service techs to communicate both with each other and to call back on that contact number they ask for each time you talk to them.After all you are a “communications” company.
On 8-30-2017 while driving north on Tippacanoe in San Bernardino CA, one of your trucks cut me off, he did not look nor did he use his directional until he had cut me off. Truck # 211340003 CA license # 4675N1 time: 8:50AM and was traveling at a speed exciding the posted limit. I suggest that he be suspended with out pay for a few days.
Just called Frontier to disconnect my service and was told that I can’t disconnect on August 31st without being billed for the month of September because my billing cycle closes on the 28th. What is the deal? Was told it’s a new policy. I’m in shock! I’m writing the California Public Utilities Commission.
SIGNED UP FOR THERE BUNDLE DEAL INTERNET AND PHONE WAS SELF INSTALL.WAITED ALMOST TWO WEEKS FOR MODEM TO ARRIVE.CANCELED THERE SERVICE. WAS TOLD A RETURN BOX WOULD BE SENT SO I COULD RETURN MODEM. HAVE YET TO RECEIVE. CALLED CUSTOMER SERVICE WAS TOLD SERVICE WAS NEVER CANCELLED.NEVER USED THERE SERVICE YET GET BILLED FOR IT.POOR CUSTOMER SERVICE. IS THIS ANYWAY TO RUN A MAJOR BUSINESS? COME ON FRONTIER GET YOUR ACT TOGETHER…….
Hello,
I was a long term customer with Frontier when I lived in Davis, WV. I have recently moved to Delray, WV. In this time, I set up for Frontier to install internet at my home address and to establish a bundle package with Dish. Dish was wonderful. They came on time and set up the tv system. However, Frontier was a no show. I took off work to be there for Frontier and didn’t even receive a call letting me know they were going to cancel the appointment because we allegedly were not in the covered area. After several weeks, we still were not able to come to an agreement for services. I have contacted a few people in the area and I am told that Frontier is the inXXXXbent for Delray, WV and receive funding to provide services in remote areas.
I would like to give you this opportunity to further research providing me with services before I contact the Better Business Bureau and file an official complaint.
Thank You,
Courtney Phillips
I WOULD LIKE YOU TO LOOK INTO THE OVERCHARGE ON MY ACCOUNT IN FLA.
ON THE PHONE NUMBER 727-848-XXXXX. PHONE WAS ON VACATION WHEN I CALLED TO TAKE IT OFF THEY DID NOT PROGRAM IT CORRECTLY FOR WHAT I HAD FOR BILLING AND FOR TWO MONTHS GROSSLY OVERCHAGED ME!!!!!!!!! I AM A SENIOR NOW ON A FIXED INCOME AND I REALLY NEED THE MONEY BACK THEY YOU OVERCHARGED ON. I HAVE TALKED TO YOUR “YOUR C/S REP.” WAS ALSO TOLD THAT IT WOULD TAKE OR COULD TAKE UP TO THREE BILLING CYCLES TO GET STRAIGHTED OUT, WHICH SEEMS QUITE RIDICULOUS, I NEVER HAD A PROBLEM LIKE THIS WITH V E R I Z O N!! CAN YOU NOT HELP ME OUT?
THANK YOU.
I’ve never dealt with an internet provider that cared so little about it’s customer base. I have to say that all the tech’s that I have dealt with are great and they understand the frustration we have as customers with appointments being cancelled without notification and over loaded equipment that can’t provide reliable internet speed . I have been told by employees the company absolutely will not upgrade the equipment to improve the service we pay for. I finally got tired of satellite bills that constantly go up and charge for 250 channels while I only watch 6 or 8 so I cut the cable. When I bought a streaming device I was pleased that I could watch everything that I watched before at a fraction of the cost. At 5 megabytes provided by Frontier that is never a consistent 5 the viewing was constantly interrupted so I was over joyed when I was told I could upgrade to 12. This should be sufficient for the basic viewing that I do. But again it’s never consistent and they keep bonding lines to increase your speed to a system that is already over loaded. I can go to my settings and internet connections on my streaming device and watch it tell me the connection quality and see it go from poor, to fair to good and back and forth all day.I paid for the increase to 12 megs and still have the constant buffering , loss of audio and total loss of connection daily. It’s just another company that doesn’t care about it’s customer base only the bottom line. I’d pay more for good service but I’m getting nothing for the increase in speed that I am paying for currently. I’d rate this company at the very bottom of the list for customer service , quality in product and caring about the customers that provide them with a pay check. If another provider is available take it and run away from Frontier.
hello
I have been very stress out with this company Frontier Communications . Many mislead , many lies , she said he said
everyone say different stuff, A person from the office of the president Beatrice not helping at all
I was offered one package and then a order ticket was in place I called to see the status and I was told that I don’t have any ticket that the ticket was cancelled . I’m an adult not a kid .
Can you take care of this issue because is really bad that your company play with people specially i’m one of your customer
I manage my parents finances. After looking through their bills….I noticed a lot of services on their account that I cancelled in September…Like Premium Tech support….140 GB of cloud storage, Security Bundle packages, 4 receivers for 3 TV’s….all with HD DVR’s…they don’t have 4 TV’s and the 3 they have were not HD until a month ago when I bought them one. I stopped services in Sept 2016…. seems they also shut off paper billing which my mother uses to pay the bills so she was thinking no bill due to past over payments…until she gets a collection notice for past due. I go into the account and find they are still charging for services I asked to have cancelled in Sept…now I’m being told that is when I started the services…which is odd for me to call in to start a service they Frontier has been billing back to as far as I can tell….at least a year now. I have called Billing only to be hung up on several times….. the Service Manager Sonny states he can only go back 3 months to resolve…which was suppose to happen in September…. worthless support and looks like a company taking advantage of seniors who are scammed into services. I want this resolved…. I thought Comcast was bad….but now I miss them. Worst customer service and support….
When Frontier took over from Verizon I was one of the lucky people who lost service for almost a month. They gave me $25.oo for that. I pushed the issue nd got another$100.00. However my total bill was over $200.00 monthly. I asked for that and denied. The I kept all the papers and names of Frontier people i talked to. I was lied to so many times. i was told they would be at my house on 2 occasions and they did not show, even when I called after 5 they told me they work late and would be here. So many lies.Once fixed it lasted less than a week and it started all over. During all this time my husband lost hours at work because they could not call him. I have spent 2 hours today trying to reach the main office. It is impossible, no human answers and all the numbers do nothing, so it is not time to go the Fed. and have the guidelines followed. So I think I will get enough people to complain that the feds will take a close look at this situation. In the meantime I plan on taking Frontier to small claims court. Remember I have so many names and employee numbers I delt with. My time is very important, not to mention I have handicap situations. Who is Frontier???? to treat people like this and costs ????? See you in court
I was a national account manager for a multi-national company with the account responsibility for several Fortune 500 companies, both industrial and retail.
When I talked to one of my accounts I “owned the issue.” I did not keep them on hold for 30 minutes, nor did I ask them to contact another person in my company.
Kindly have the “ONE PERSON” that can take ownership of my account and have him or her contact me. cell phone 904-710-XXXXX work order # 041213491MS new phone # 828-479-XXXXX (not yet in service) Was supposed to be activated on 5/27 along with a service tech to fix a , loose connection in your terminal box. No show on 5/27, no phone call to reschedule, and still no telco service.
Sincerely,
Gerald Aveson
PS: There is not enough space, nor do I want to repeat all the times I was on the phone with your “untrained” customer service reps.