Fairpoint

Several weeks ago I signed up for high speed DSL. I still do not have high speed. Some nights it isn't even up to 2. When I call tech support/service I am told I am at high priority on some list (that must be lost in the ethers). No one has an answer. No one knows how to find out when this will be tended to, if it will be tended to. Who is in charge of tending to it? Who I could possibly talk to determine any of these answers? In fact, I am told there is no one to talk to who has any answers.

The DSL speed is unacceptably low since before Christmas. I tried to go online but I got booted off. When I called, I was instructed to call back if not contacted within 72 hours. No one contacted me back. I was told that there is nothing I can do. I have been paying for 3mbps, and the speed is .73. Wasted money?

I have been having internet connection problems since the first of December 2011. I have called them several times in regards to this problem. I can be right in the middle of submitting a report and be booted off and have to start all over again. I asked customer service for a credit for lack of use and inconvenience and was told only the "techs" can authorize it. I'm tired of all this. Have had Fairpoint for quite a while and this is the worst service. I was told they had upgraded or changed their IPs. I have a huge utility Fairpoint box on the pole and seems like every week someone is in there playing around.

I have had problems from day one, with this company, from phone service, billing issues, problems paying bills through their site, and now DSL issues. I've had their services in the last couple of months. I've changed nothing, and the last person wants to say it's my router (God forbid not their equipment). The person before her said, we should be all set, but if the problem continues, they will send a tech. I guess they change the rules as they go!

I jumped into a great promotion with Fairpoint to use their internet service. By far, Fairpoint had the best rates. When I signed up, I asked the Fairpoint Agent 3 questions, how much is the service per month?, when does the monthly rate increase and what does it increase to?, and finally, are there any cancellation fees? The agent assured me there were no cancellation fees and I could cancel at anytime, 6 months in or 12 months in. It doesn't matter. I was pleased with all his answers and gave him my credit card and signed up.

Eight months later, I had to unexpectedly move with very little notice, and I had no place to transfer the service to. I called Fairpoint to cancel, and the agent said there was a cancellation fee of $80. She further explained that if I chose not to pay the $80 fee, then the promotion I was receiving ($17 discounted a month) would be back drafted and I would pay $17 x 8 months. She said I had to finish out the one year contract. I explained to the agent that when I signed up, I asked about cancellation fees and was assured there were none. The agent I was speaking to had no rank within the company so I scheduled a call back from a manager.

Ruth from Vermont called me later that day. I was completely baffled and I had to record her. It blew my mind what she said. She told me that even if the agent lied, I will still be paying the $80 fee. She furthered explained that there will be no investigation to get to the truth. She went on to say there was no quality assurance or recorded calls to refer to. I had to ask her 3 times to not cancel my service, as she kept pushing for the cancellation. I love Fairpoint service, but this is the second issue I've had with their customer service and both times boiled down to morality. Months before this incident, one of the agents hung up on me after I asked her was she okay. I was meek as a mouse and she had an attitude the entire time, and I was unable to resolve the problem. I called back and spoke to a manager and they assured me the frowned upon this type of behavior and "would pull the call". No quality insurance, no recorded calls, no investigation, no morals, right?

I have been having DSL problems for 3 weeks. Every time I call they put in a ticket. They say it's fixed and then 10 minutes on line I am kicked off again. Yet another series of calls. So three weeks and I am still waiting for my DSL to be fixed. They seem to be very good at saying how sorry they are but nothing ever gets done. I finally called billing and the only thing Mrs. R. could do for me was give me credit. She told me to ask to speak to a supervisor but the people who answer the phone refuse to let me. I would never use FairPoint again for internet service.

I'd like to update my previous post (11/28/2011) on the final resolution of my DSL problem. A full two weeks after calling tech support, a technician came to our house and swapped out the broken DSL modem, fixing the problem. A week before that, Fairpoint called to set up an appointment, but the tech never showed up. Two days later the tech came to the house unannounced, but no one was home. It takes them two weeks to fix a simple equipment problem. That is unacceptable. Fairpoint seems to have great difficulty scheduling and keeping simple repair appointments. I didn't have internet service for two weeks!

Poor DSL repair service. Our DSL internet service stopped working after a storm-induced power outage. Level 1 tech support ran through the usual tests with power cycling the DSL modem and to no avail then passed the problem up to level 2 support. We've been waiting four (4) days for them to contact us for the next step. Calling them to get status of repair progress is useless.

I signed up for DSL service which was to be activated on November 16. There were some problems, and I was told there would be a tech sent out on the 18th. No show. I called back and was told no they had "hundreds of things to check before a tech would be out". I called again on the 21st and was assured I was scheduled for the next day. I received a call on that day. They couldn't keep that appointment and would be out the next day. No show again. I called and was again assured I was a "high priority". Guess what? No shows again and no answers from the incompetents in tech services. What a joke this company is. How do they stay in business?

I canceled fair-point in Sept with one month left on my contract. The man I spoke with, said that because I was an existing customer and only one month left, he would wave the cancellation fee. I later got the $90 cancellation fee. When I called, they said sorry there are no records of this we can not wave the fee. I spoke with the manager and he said the same thing. I told him I was upset that someone lied to me and he assured me that no one was lying. So, why did this man tell me this?

2) Should I have not sold my business just to keep them happy?

It's absurd, and I am wondering if anyone else has had a similar problem like this?

I have lost phone service; there is no dial tone, whatsoever. It has been established that it is the outside line and not a problem with the inside. I cannot get a hold of FairPoint to have it fixed. I tried to do it online, but they require an established online account. To do that, you must contact FairPoint. I tried to send an email, but have not been successful with that route either. I can't spend all day on hold at a neighbor's house (that's being a little bit unneighborly).

Fairpoint has cut off all routes to file a complaint or service request for someone who has a problem with their phone. I have no phone service. If there is an emergency, I cannot contact fire, police, or rescue. I am unable to call for an ambulance or any help from anyone. Should there be a true emergency, I will hold FairPoint responsible.

The FairPoint systems in Maine, New Hampshire and Vermont are down from 2pm-7pm internally for employees. Their Internet is down too!

I called Corporate FairPoint at Fairpoint Communications Inc., Corporate Headquarters at 521 E. Morehead St.,Ste. 250 Charlotte, NC 28202 through their telephone number (704)344-8150 and they hung up on me! It was July 11, 2011 at 4:25 pm Monday.

This is unfair and such bad customer service. All employees left for the day at 2pm and the systems in their corporate headquarters in Charlotte, North Carolina were down!

I, and several other people in the congregate housing I live in, have not received our bills. I hope Fairpoint is not going to start their "no charge for a year or two" game!! All I want is the bill for their service!

I am paying $35 per month for 1.6 Mbps of DSL Internet service. Fairpoint advertises $49 per month for 15mbps. They say the most I can get at my location is the 1.6mbps. I am paying 10 times what someone else in another area has to pay for equivalent service. They are quoting me with no reason to upgrade me.

Fairpoint services have not been used by me for many years. I filed former complaint because they said I owed them, then said I had a large credit, then it changed everyday. I filed a previous complaint then. Now, years later, I received about 20 statements from them at once saying I had a 200 dollar credit. When I called about it they said they had to check with collections and see if I had had a write off. I know that did not occur. I had paid my bill in full. I do not know if they may have overcharged me for services. I suspect the company is doing this for some type of scam on their end. Thanks, Veronica *******

This company does not have it's act together. I tried to call and cancel my service on Feb 5, and was told I can't, because they are doing data conversion, and their systems were down until Feb 12! Can you image a communications company with a planned system down for over a week?

Honestly, I think prior to this venture, the management team for this company ran a doughnut shack. I'm still trying to cancel my service, that is, if I'm able to reach them during their customer service hours of M-F, 8-5! I guess I'm expected to be on hold for hours, while I'm working. Can you tell I hate this company? I called them every month to find out where my bill was, and all I was told is that, it is in the mail. Never got a bill for over 8 months, and out of the blue, I received all the bills at one time. I had gone to digital phone service through my cable company, therefore, i was not using the other phone line.

Fairpoint is telling me that I owe them a grand total of $ 1,051.23, in which I do not owe them, seeing they couldn't seem to send me my monthly bills, like everyone else does on a monthly basis. I am afraid this is going to end up on my credit history, and I want something done about it. I Called them on 9/16/2010, and they only say i am sorry, but you owe this amount. I told the lady, Jill, who took the call, to disconnect the phone line once again.

No phone company is going to let someone have phone service, with a bill in the thousands. I would like to get a class action suit against Fairpoint. I am sure there are many others out there with the same issues.

I too am waiting for a refund. I overpaid my final bill upon leaving Vermont for New Hampshire and have been told all sorts of stories about why they can't give me a refund, from "we need proof that you really paid the bill," to "the statement copy you sent us is not proof enough. You need to get a letter from your bank stating that the online payment was really made," etc.

Now that the 60 day waiting period to prove that I'm not a dishonest customer trying to get a refund and then disputing my payment with my bank is up, I am told that their bank in Maine won't start processing my check for another two weeks and then it will take them two to three weeks to send me a check. I am sure that after three months of waiting for a refund for a credit that has been showing up on their statements since July 21, 2010, I will never get my money back. What fraud!

I've been calling Fairpoint since May 10, trying to high-speed internet. It takes a number of messages and days for them to get back to me. They have set me up for installation twice, not installed and never left any kind of message as to why not. I've called to find out and get gobbledygook about "you need 1529KDX and you only have 8722BYK" - not exact, but they never have a real answer for me. I have asked numerous times to tell me what I need to do on my end and I'll do it. The next reason was "you live miles from where we have lines installed." I live 60 feet from the closest neighbor that has it. In fact, my wireless device can detect their service.

And the most recent reason/excuse was "we've run out of slots, and have to install a substation with more slots. It will be soon." But they can't tell me, July, August, September? That was a month ago. Since then I cannot get anyone to call me back to tell me what the status of my request is. I only have two names, and they have just changed their phone lines so that you can't call into people - you have to leave voicemail at a certain number. I've left 3 messages there over the last 3 days. Are they even listening to them? How do I get service? People all up and down my street have their internet service, I can't get it! Is this unfair practice? Why am I not allowed to have a service that many others on my street are allowed?

Who can I go to? I'm beginning to feel pretty helpless and hopeless and frustrated. Is Fairpoint the company we want providing our "service"? I don't think so.

I try to pay my bill online, but you have to disable pop ups, however, when you hit the pay button, the window, where you enter your credit card info pops up, and then pops up again, and again, and again until you manually force quit internet explorer. It doesn't work in Firefox, and if you call to pay, they charge you $3.50 to use your card over the phone. I have yet to receive a paper bill, to send a money order to and no one on the phone will help me or on chat (The girl in chat doesn't even know how to spell unfortunately or ma'am correctly). I just want to pay my bill but don't think I should have to pay that fee just because their site doesn't work. My internet is going to get shut off because I can't pay the stupid bill and I work online so I will be out of work.

I canceled my FairPoint Communications account on October 6, 2009. It has been almost 7 months and I have yet to receive my refund check. I have called several times to inquire about my refund only to get the run-around and excuses each time. No one, including the manger, could tell me when I would be issued a refund check. All they could tell me is that it's "in process". Yet, almost 7 months has passed with no refund.

My phone service is out, again.

I am being charged for making a local calls. FairPoint claims they can make the charges because the phone number I'm calling is showing in their computer as a Panama City, FL number. Panama City is thirty miles from Overstreet. The number I'm calling is 2 miles from me and is a business with a land line in Mexico Beach. The supervisor claims that unless the main office makes a change, they are authorized to charge me an Extended Calling Service fee. I informed her that all the reverse look-up service sites identify it as Mexico Beach as well. I recently started using "MajicJack" to make all my calls to the Panama City area because I could not afford the extended area fees. Now, they are charging all calls to Mexico Beach by claiming it is a Panama City call?

I relocated my business on Jan 1, 2009. Ever since then, they have double billed me for numerous mistakes. Every time they were supposed to correct a problem, they made another mistake. First, when I moved, approximately 3 streets from my former location, I stated I no longer want the fax number. They billed me for phone, fax & internet. When they were to disconnect the fax line, instead, they disconnected my phone line. My bills were absorbent, then I realized I was double billed for internet. Now they had me at the wrong address, that seems to not exist. Then, I find out I was being billed for my old location. Now they are demanding I agree to a payment plan until the credit is adjusted. I asked, "This has been 14 months, will it take another 14 months?" I was coerced to agree, or I will have no service. I paid a portion & have phone service, but they will shut off my internet if I do not pay $800 more. The bill is approximately $1600 in disputed charges.

I have spent approximately 4 hrs every other month (sometimes on my cell phone) arguing with numerous departments. I should be running my business, not wasting time with their inefficiencies. They had stated they understand the dispute but "the system does not recognize it". Time is wasted talking to numerous dept. Some times I cannot conduct my business without phone or internet service. These economic challenging times are difficult enough for small businesses, without getting anxiety because clients & suppliers can not contact me. I am losing business if my business is not available.

I have FairPoint, and starting June, I kept getting the monthly bill with payments made and bill amount due, and to the addition of that some kind of "reverse payments" which double my monthly bill payment. I stopped auto pay through them in June and they kept assuming I had payments coming back even though I stop auto pay with them. I called and received no adjustment or cooperation, except I could pay what I thought I owe and fax/send statements and money orders. I've sent to them as proof. Although they have a record of these payments I've made, they didn't see that they were doubling my bill from June to August which added up to $300.00. It was plain as day to me what was happening, but they were so incompetent they didn't know where I was coming from. I still refuse to pay them and have been trying to switch over. I'm also looking for a class action law suit against them.

Today, I called Fairpoint, for the fifth time over a 14 month plus period of time. They owe me monies and continue to send a statement showing the credit balance. Each time, I am told the refund will be issued, it takes 30 to 60 days for the check to be cut. I do not have Fairpoint services, as they were very rude and uncooperative, therefore, I dropped them over 14 plus months ago. I continue to be haunted with a statement monthly "do not pay" showing the credit balance...but cannot get Fairpoint to reimburse the monies...

Had Fairpoint DLS with Voicewing VoIP. Voicewing went out of businsess and my DSL was canceled in March 2009. Since then, I have called multiple times a month and replace the orders that Fairpoint keeps canceling to get phone service....It is now October 16th. I still can't get phone service. I get the excuse that they have multiple orders in their database and they keep canceling my order...they claim they clean out and cancel all old orders and replace the current order...and when I call to find out what is going on the following month, I get the same run around.

Eastern upstate New York is another rural area where Fairpoint has established itself as a monopoly, gluttonously taking advantage of its customers who have no choice but to "choose" them for local phone and internet service. From the moment I signed up it's been nothing but a headache. Simply because of the date I signed up, I was sent a "prorated" bill - meaning they immediately charged for two months service. This amounted to over $150. No one informed me they would do this, and living on a very tight budget I couldn't afford to pay that all at once, so within the first two months I started receiving disconnect notices. Thanks to help from a friend, I eventually paid them off in full, only to receive the following month's bill of about $83. When I signed up, I was assured my monthly bill would be around $70-$74. I have a basic phone and DSL package (1.5 Mps). When I questioned this bill I was told the "introductory offer" had expired. I hadn't been told there WAS such an offer or that anything would expire, causing my monthly dues to go up so much. $83 a month for no-frills phone and internet? And I have no choice! I need phone, I need internet, but this is incredibly difficult to afford month to month. When I have called to complain about their prices, customer service has been condescending, insisting that their pricing is "competitive". Aren't monopolies supposed to be illegal? Can't the FCC or Attorney General look into this company's practices?

I have telephone service through Fairpoint communications in Maine. I recently ordered direct tv through them for the price of $39.99/month for two a two year contract and was told that this service could be could be suspended during the winter months when I am not in Maine.

Yesterday I received my first bill from direct tv for $62.54. Included the bill was a notice that I would have to go on line to request the $21/month rebate bring the monthly total down. This was not an easy website to request the rebate. Giving up - i called and was told that my rebate would only be $16/mo. This company is just not forthcoming with actual costs and does not tell you about the rebate until the bill is received.

Thoroughly aggravated. Consumers should be aware of their underhanded tactics.

I was a fairpoint customer at a residence in Norwich, Vermont between November of 2008 through January of 2009. I left that residence in early January because of vandalism to the home requiring that I evacuate it (police reports made). I called Fairpoint to have service disconnected for January 31 in order to leave access to my landlord (no cell service up there) as he checked on the damage and worked to obtain a new tenant.

I just found the bills for that line indicating charges were still accruing. The line was never disconnected and Fairpoint claims no disconnect order was made. I recall doing so through their automated system because it was very distressing for me to leave that property under such circumstances. I am also sure that phone line wasn't used although no one at Fairpoint will validate that fact for me. They just insist I pay the extra bills and 'offered' to end charges made after May 30. I dont see why May is preferable to Jan 31 if they agree a mistake was made regarding the disconnect order. Either they agree that my disconnect order was followed or it was not.

they send 2 at a time, then 3 at a time. I am on a monthly budget, and I paid all my bills on time. What I did was take there bill and break it down month by month. I finally got so that I just disconnected them and went with another phone company. Now they are still hounding me with there late statements, that I feel I have paid.

we moved from a second floor unit to first floor unit and transfered our internet and phone . that was on june 3 . the rep called me on friday june 5 said it would be turned on , on june 9 . i recieved a confermation on our order on the 15th it was dated the 11th . well i checked my phone all day on the 9th and 10th no phone. so on the 10th i called fairpoint they said there was some kind of error and would call me when it was fixed . thinking it was going to be fixed within that day or the next . we were ok with that .

but again no phone so i called i talked to some guy he said it would be turned on by friday 12. again no phone or internet. by the way i pay all my bills online , i told them this severel times . i get no paper bills . BIG MISSTAKE .ok we have called ever other day about this issue with them . they give us a different reason evertime , its not 911 compatible or some other codes that the operators dont have a clue about . here it is almost a month now and we still havent got phone or internet . i have read in the newspaper that their constomer service has gotten better . i wanna know where .

I am a working professional and part-time college student who relies on the phone and internet to support my education and career. I have experienced service interruptions on two separate occasions in the month of April. The first stretch of interruption lasted for just over 1 week. Due to this interruption, my phone was also temporarily unavailable because I use Vonage through my internet DSL line. It took numerous phone calls and hours of waiting for a technician to get in contact with someone who was able to effectively help me. I spoke with a "manager" at one point who stated, "You're preaching to the choir". He didn't take my situation seriously and really made me question the credibility of this company. I'd like to point out that when Verizon owned the service I never experienced such disrespect or poor service. As the week progressed, Fairpoint Communication claimed they would send technicians out to my area. This fixed nothing and no one ever called me back with a status report.

The phone worked one way-and I was the one borrowing a family members cell to get in contact with Fairpoint not them calling me. Eventually, the line was fixed and I had to leave work to meet a gentleman at my home to test the equipment (modem, router, etc.) Then, again this week the issue resurfaced. This time, they're telling me it's my modem not the line. They have agreed to send me a new modem that will take about 5 days to arrive. In the meantime, I am at home again with no phone and no internet. I am still not convinced that the modem is the new issue. I think the service/line is to blame. During the first interruption a couple of weeks ago I called and demanded a credit to my account for the lack of service and inconvenience, which was granted after some convincing. When I called today to receive an additional credit for this stretch of service interruption the C.S. Rep refused stating that they can't do it twice in a row.

At this point, I want to cancel everything and get internet through my Satellite Company, Dish Network, but I am tied to Fairpoint Communications because of the Vonage setup. My hands are tied and I'm truly hoping the modem they're sending me will end this ridiculous waiting game. No good paying customer should have to go through this.

We live in NH and had Verizon as a phone service with no problems. Verizon became Fairpoint Communications (Fairpoint bought out Verizon, or some other similar business deal). Then, the problems began. Our phone service kept cutting out. Calls were dropped. The line was full of static making it hard to hear people. Sometimes the phone was completely dead. We called Fairpoint. After 3 hours of not reaching a human, we gave up. Our phone service got worse. We again tried to call, but gave up after a half hour. Later, we finally got in touch with a human. She said that we should try to fix the problem ourselves.

We bought all new phones, cords, jacks, etc. The phone still wouldn't work.

We called again and after 20 minutes was able to talk to someone. He said that Fairpoint didn't fix problems unless we had some sort of plan that covered it. The plan would cost an additional $5 something a month (plus about $90 the first hour, and the cost of labor and fixing the problem), but it wouldn't affect until 5 business days. A few days later, my mom collapsed. It took 8 attempts to get through to 911 and the connection was so static-y it was hard to hear. Precious time was lost.

My mom died. I truly belive that if it had taken only 1 attempt to get through to 911 and if the connection had been clearer, my mom would have survived. Even the EMTs said that if they had gotten there a few minutes quicker she would have had a better chance. I'd love to sue them, but, I don't see that there is a point, as it won't bring my mother back, and I don't want to deal with legal stuff (and can't afford it anyway). I just hope that other Fairpoint customers will be able to call 911 should they need to.

I cancelled my internet account on 7/7/08. I cancelled my account prior to having it for a year, but the representative Nicole told me i would NOT be charge a termination fee. On 7/15/2008 i had my credit card charged for a 79.00 termination fee. I contacted Fairpoint and spoke to Steve. He informed me that there was an early termination fee, but since Nicole told me that i would not be charged one....they will waive it. Steve also mentioned that i should recieve a refund in 3 business days. On 7/24/2008 I contacted Fairpoint for my refund and spoke to a Stephanie who said that Steve was incorrect and the refund would be issued on 8/13/08, on the next billing cycle. So, then on 8/15/2008 still no refund so i called and spoke to Pam who said the same thing...yes its in the computer and refunds could take up to 60 days! 60days to refund money they were never supposed to take out from the begining. I spoke to Pam's supervisor Sarah F, who "could not see they system that issues refunds"...a supervisor that can not see in a refund system. She also stated that refunds could take 30-60 business days.I keep calling for my refund and they tell me there is nothing manually they can do it needs to go through the billing cycle.

I have repeatedly contacted Fairpoint for a Fullhouse Bundle, (telephone, cable, internet service). I am always denied the cable service their reason that the distance is too great between me and where the line ends. I feel this is total discrimination since there is a distance of only 1200 feet between my home and the next home that has this service. Fairpoint is the only provider in this area therefore I have no other choice.