Frontier Communications Reviews

Chelsea never sent the contract as she said she would and I called numerous times asking for it. In my opinion this "policy" is a bait and switch, if not a fraudulent practice. In my opinion if Frontier can allow their employees to sell you a product, bill you the product and then take it back, allows Frontier to let their employees sell at any price, then change it!! I have proof via their bill that $93.18/mo was accepted!! Isn't that a contract!! Then changed. When C. ** called me, he did not know why the "adjustment" was made and couldn't find the recorded call (was found in 8/17!-, but they covered themselves).

They would not let me listen to the call. C. ** had not spoken with Chelsea, did not do his homework and did not care! I filed an informal complaint with FCC. Basically they are there to allow me to express my disconcern! C. ** only stated to the FCC what they felt my bill should be. I would like to know how many other people/businesses and homeowners, have had this experience. I am not done with them and intend to use every avenue available to get them to honor their price they gave me on my 1st bill accepted of the $93.18 as payment (per month) in full.

Ok, I called again to cancel once I had my new provider connected; and again was assured no fees and that the account is closed. Told it would take 3 months for a final accounting and that I would receive a return shipping box to return all my equipment. The box took 3 weeks to arrive, but prior to the box, I received a paper bill for service for January. I tried opening my online account to see what it was all about and could not get in. I figured that the account was officially closed so again called customer service and after another 30 minutes talked to customer service who explained that a final accounting would take place in a couple of months and not to worry about the bill.

Received a 2nd bill for the same amount in February and figured this to be computer generated so figured I would wait until March for the final accounting. Well we are now in the end of March and no final accounting statement, only a credit collection letter from a collection agency. AHHHHHH!!! Will never do business with this too bit outfit. Customer service truly sucks! My first credit collection notice in 50 years, this company makes no sense on how they run a business.

Original Review: March 23, 2018

I was having ongoing trouble with my Frontier DSL Internet Service ever since I moved to a new residential area in a home I purchased beginning last May 2017. I called for service at my physical location and it was recently discovered and brought to my attention by the Frontier Technician that I do not have a true high speed connection at my residential (physical) location due to the location and proximity of the "Switching Station", and other technical difficulties with the outside wiring at the telephone poles. He conducted several tests revealing my download speed is only 1.0 Mbps and upload between .04-.05. To make a long story short, I've been erroneously OVERCHARGED for Internet Services/Fees provided by Frontier since May of 2017.

My billing statement lists my plan as the "Frontier Freedom Plan" which erroneously lists my High Speed Internet Service placed in the 15 Mbps/1 Mbps category - billing me with an overcharge rate at $34.99 per month since May 2017. Therefore, since I have had such a low internet speed connection due to my discovery of the poor transmission area (as verified by one of your Frontier Field Technicians), I contacted customer service and requested a full pro-rated refund of over-charges I have been paying since my move-in to my new place of residence since May of 2017. The service agent couldn't refund the large portion of my over charged internet fee, nor could her manager - only credit me $12.00 dollars.

Frontier charged me $34.99 per month since last May and they would only credit me for $12.00 dollars? I Asked for a refund due too false and misleading claim that had been listed on my billing statement listing my plan as the "Frontier Freedom Plan" which erroneously lists my High Speed Internet Service placed in the 15 Mbps/1 Mbps category - billing me with an overcharge rate at $34.99 per month. Customer service was useless and in addition the customer service rep said he could upgrade my internet to a faster speed when their FIELD TECH VERIFIED that my area wasn't equipped for the higher internet speeds!

I contacted the office of Mr. Daniel J. McCarthy, President and CEO of Frontier Communications, (via e-mail as well as sending a physical hard copy letter addressed to Mr. McCarthy's attention via USPS), to no avail. His assistant service rep called me and said she would investigate the erroneous charges listing the false internet plan listed on my bill and would get back to me, and she never did... (And this is one of THE ASSISTANT'S to the President of Frontier Communications?).

I had to contact her and our conversation concluded with the $12.00 credit on my bill with no full or even a fair pro-rated refund since last May for the false misleading slow internet service. The amount of money this company is pulling in you would think they would agree that the overcharged rate would be corrected and I would have a refund credit for the amount I had been paying for a primitive low quality internet connection/service. From what I gather, Spectrum is the only true hi speed internet carrier in my area that's equipped with a cable that apparently is equipped with a higher Mbps.

Well instead of being able to spend my night with family after 12 hrs working I had to spend almost 5 hrs on 1st call to Frontier just to now be told that they will not schedule a tech until all of sudden a deposit is made that the 1st lady I talk to from the Georgia office her name was Megan she said I needed to make a $68 deposit. Now keep in mind she is telling me she can't schedule a tech to come until I made this deposit but from day 1 I have a schedule tech date with nothing being mention about a deposit. My son even asked the gentleman if there was one and we both was told no.

He told us what his 1st bill will be and then from there and we even paid his old account off so if told then about a deposit it would have not been a problem so I explained to the Frontier customer service lady that my son already had a schedule date, order number and account number and made her aware that the email that was complemental sent to us said everything about what he would own. His first bill again nothing mentioned about a deposit so when we kept on calling which we had called several times before the 22nd of March and talked to several representatives not once did anybody say anything about a deposit and that everything was still good for the 22nd until today when I called to make sure the 22nd was still good. Does Lady Megan tells me that the deposit needs to be made.

It's not about the deposit. It's just something that should have been taken care of not once not twice but several times when making sure everything was okay or if we can get something sooner so she put me on hold and she said, “Let me talk to somebody over me and see what we can do for you,” which I really appreciated that until her supervisor Brittany from the Georgia's office gets on talk to me like I'm stupid. I'm trying to explain everything to her and all she kept doing was repeating herself to me that cannot make an appointment until the deposit is made and I was not putting a deposit down because it was not part of my contract from day one from February 28th.

So she kept telling me a tech cannot come out and I kept telling her as 1.8 acted come out so at some point there was no deposit request it so what made it change and that's all I kept trying to ask her is to please make me understand from what happened from February 28th to today March 21st to set up for our appointment tomorrow and all she kept talking to me like I was stupid and wanted even try to help me so for an hour and a half on the phone with Brittany the supervisor. She just told me to have a good day and refused to work with me to make things right on their behalf. This wasn't a problem with the customers.

This was a problem in misunderstanding on their behalf through their customer service reps that need to be trained right so I made her aware that I was recording everything that had documentation of everything from day one that we had set up Arc my son's contract from there and that I will keep calling the 1-800 number until I get somebody hired and her to try to help me. She didn't care so she just said, “Good. Have a good day,” and hung up. So again I called the 1 800 number for Frontier and this time I got sent to a Texas office. I talk to a customer service rep who is very nice. She didn't transfer me to a supervisor. She spoke to her supervisor the whole time after I explained everything to her what had happened that it wasn't a misunderstanding on our behalf.

It was really a misunderstanding on a customer service behalf that I explained to her that a tech already came out once just didn't know where to go without a deposit so I don't know where after calling 8 X Y. All sign it and deposit came up so far after being on the phone with her for an hour and 45 minutes she talked to her supervisor and she came back and she made things right with me. I got a $75 customer service misunderstanding credit and a free $75 installation fee. She apologized and she closed the old order #. Gave me a new one and new account and a new date for the installation without a deposit. She understood. She was very nice about everything. She didn't try to talk to me like I'm stupid. That's the way a customer rep should be with customers. Try to understand what had happened.

What can I do to make things right so they don't lose a customer after several times telling the supervisor Brittany that I was just going to go with a new internet company. She just didn't try to make things right to keep me as a customer especially after my husband has been a customer with them for over 20 years and my son was a customer with them once and just trying to get internet back. But the customer service lady from Taxes office Minj well just say Brittany supervisor from Georgia office you for sure should not be a supervisor and I hope one day Minj from Taxes takes your job because she knows the value of customers. I not sure what the heck happen with customer service for Frontier either not trained right or just don't like to communicate with customers but if you put a note that to be able to schedule that customer needs to make a deposit.

We are just the customers. we only know what you tell us so after 12 phones talked to different customer reps to get where I was today. Should not happen to any customer. And I am not trying to sound cheap. It really wasn't about being told today about a deposit. It's just something that should have been taken care of from day one. Before I called a different office I put a request in with the Supervisor Brittany for all calls from my son's and my phone to please be pulled and she we see we wasn't lying and she said she will that it take 90 days. I said ok and if you that it was a mistake on their behalf. Will they be willing to work with my son in any way with his deposit because he is now 4 weeks behind on his college work because of this.

He has missed 2 days of pay from for this and now a month later from after setting everything up he still has to wait until April 5th for the tech to come and install and you know what she said after tapes are pulled her same Dame words still will not schedule a tech until deposit even after she is going to see I was telling the truth. So here in this situation a supervisor couldn't wouldn't do anything to help this customer but a very friendly nice customer rep will go out and make things right for her customer. And I know because I have been a customer rep for DirecTV for over 15 yrs. And I know if me or any customer rep would have did to a customer that the way my son and I was treated from Frontier I would not have my job so I know if not for customers I wouldn't have my job. So Supervisor if a Customer says something is wrong with the way things was handled listen to them. Everyone doesn't lie or want free stuff.

They was going by what was told to them by your team. Special when the customer is trying to tell you that a tech did come and that she still have voice mail and tech # on her phone for the day. He called to find my son's apartment and guess what that all happen without a deposit and I wouldn't have even had to call or reschedule if I hadn't missed that day and that's all I wanted her to do was explain that to me not keep telling me over and over that I can't get a date without a deposit because I did twice so at some point someone did what you said you couldn't do and again something a supervisor couldn't do that a customer would not give up until I got answers that a different person from a different office did for her and she made things happen. And again Minj was just low payer customer service rep that a person Supervisor Brittany who makes more than her and why made happen so again.

Thank you Ms. Minj from the Frontier office in Texas. God has you and you are good at your job making customer satisfaction to 100% Brittany from Frontier Georgia office supervisor get a new job because you come in my company like that I am going to treat you the way you treat people and maybe think about that next time when you need help over the phone through a customer service rep. Thank you guys.

And Megan from Georgia Frontier office sweetie you was doing your job. Your supervisor Brittany decided to get on phone with me and not try to make things right for your company’s mistake or listen to the facts of what the customer had in front of her to prove everything and I really hope she listen to all of our phones calls and emails sent to her and her son. Brittany Minj saved your ** from being sued because after the phone with you I had a lawyer on other line listen in to everything and even he heard and read everything and told me I should have sued for miscommunication to customer and Supervisor not try to make things right when customer already had a copy of contract in front of her. Learn your job Brittany.

I set all this up on Feb 28th and my son still has to wait until April 5th for a tech to come and install so that will still put him 6 weeks behind on his college school work. He was told he will have to pay again and redo this semester which anyone who knows college is not cheap so $3,000.00 down the drain and not sure how he is going to get the money to redo the semester.

It sucks you got kids out there trying to make their life different and then people like Brittany doesn't care about making things right for people who reason a she has a job. Terrible. Just terrible. Good luck everyone. My lesson to customers please if you know something isn't what you agree on or you feeling something isn't right and you know that for sure like this situation where for once a customer had records, proof, everything that will show what you are trying to explain don't gave up. Stay on that phone all day every day until you get that one person that will listen and know how to do their job and just that one person will make it right and that is because that person loves their job.

When I called to inquire about the bill, which included cable (even though I canceled), they kept transferring me over without letting me know or asking me. An employee Frontier TV refused to let me talk and talked over me the entire time. She then said there is nothing she can do as the billing department is now closed. IN THE MIDDLE OF MY CALL!!! Unbelievable. I have to call them again- I’ll be sure to take some blood pressure medication before I do. Because their incompetence and lack of professionalism is beyond anything I’ve experienced from a company as big as this.

Also, nobody was able to help me on this matter. In addition to, I was surprised when I called to cancel my service because, they told me that I have a contract fee and a full monthly payment to pay, when it was a no contract package. No other company, as I know, charges you for the whole month, just for the days that you have been using it. Now I have to pay the whole month plus the first month with the new company. It was a terrible experience for me.

Let’s just put it this way, the “Customer Retention” department should really be called the “Customer Rejection” department. I actually spoke to a total of three, no-talent employees who really shouldn’t be working in this field. I happily discontinued service. Frontier acquired the customer base of Verizon, which I had service from for over 5 years. I read that Frontier was losing customers in droves and now I know why.

Updated on 06/30/2018: Every month I have to call to dispute the extra charges Frontier has added without consent. It's always a 1-2 hour call and they always, eventually, say "Sorry, We'll credit you". But often carry it over so fake charges still show the next month. They are hugely Fraudulent and assume people will pay their fake charges under duress. Criminal charges should be brought against Frontier. They are a Fraud Racket. I will be so happy when I can be done with them and have a legitimate server.

She then schedules me for install 10 days later. The appointment comes and goes... no tech. I call in and the account number I was given is attached to someone else. After 20+ minutes on the phone they find the order which was cancelled for some reason. We need to start all over AND pull my credit again as it is only good for 24 hours. They also can not get anyone out to install for another 10 days but I can try calling customer service once the new order goes through to see if they can get someone else out quicker. No way to elevate. No manager to speak with. Just an absolute cluster **. Come on Frontier. Get your act together. Oh, and no way to rate them on the BBB. I am guessing that is not a coincidence.

This morning when I called and talked to Brianna to let her know my mom had a doctor's appointment and asked her to please update the ticket, she never even mentioned ANYTHING to me about the ticket not being submitted to dispatch. Now I’m talking to Justin who just broke the news to me and after 30 minutes he is transferring me to customer service to start all over again. Three hours on the phone. How does a company this inept even stay in business? ABSOLUTELY UNACCEPTABLE!

I have called 4 months in a row and have to explain each time and get nowhere. I've contacted office of the president TWICE and have not had the courtesy of a response. Worse customer service and company I've ever dealt with. Still have not had the issue resolved. Now they're charging me a late fee even though I've paid the service portion of my bill each month - just not the unreturned $300 fee. Don't know where else to turn.

Casy was to call me back the next day 3/09/18 at 11am to see if I wanted to cancel with them. Well, she never called & when I call Frontier, they are unable to connect me with Casy or notify Casy to call me. So needless to say, I am now with Spectrum. When I go to pay my final bill, I am only paying what I was quoted $125.00. When I did some research on Frontier, I was shocked at what I found. They have so many complaints in regards to billing, they only have a rating score of 1.1 which as you know is extremely bad. I also checked the BBB & they have a F rating. If they choose to take me to court or put anything on my credit report, I will refute the charges, as I have documentation to everything. So whatever you do, please do not sign up with FRONTIER, no matter what the offer is.

Because my bill never was corrected 2 weeks later, I wrote an e-mail to the (lol) Frontier "President's" office. A representative from that office had helped another incompetent issue with Frontier once, most efficiently and I thought t obviously) that the same person would again. To make a saga shorter, it is 3/8/18, I received a credit, not quite correct, found out by going to my online account, and $362.00 plus due on 3/7/18. Frontier never contacted me, e-mailed me, Nothing except actually added LATE CHARGES TO MY BILL! This company should NO LONGER EXIST!

ADVICE FROM PERSONAL EXPERIENCE: Stay away from this company!!! Trust me! You'll wish you had! Unless you have money to blow, then you'll be okay! I have NEVER been treated so rudely in my life! Frontier are scammers! You've been warned by ALL the reviews, and no one has a reason to lie... People praising this Company HAS to be employed by them, OR has family working there! Ask your friends on Facebook, anywhere; they'll tell you what I'm saying IS TRUE! Trying to help someone else not go through pure literal HELL! HOURS AND COUNTLESS HOURS ON THE PHONE WITH THESE IDIOTS; Their left hand doesn't know what the right one's doing! You will get different answers from each person you speak to, and you WILL get hung up on! Guarantee it!

I asked how long it would take and a man told me 3 days. Still no money. Now here I am 1 month later still trying to get my money back. My last attempt (Today) speaking to someone they told me that they put a credit on my account and that they are still looking for me to pay a Bill from last month. MIND YOU I HAVE NOT USED THEIR SERVICE AT ALL. PEOPLE PLEASE DO NOT GET INVOLVED WITH FRONTIER. SCAM SCAM SCAM. They try to trick you with the cheap prices but I'm telling you it is not worth the hassle!!! SCAM SCAM SCANDALOUS!

They decided that they could get me down to $35.00 for the promotional rate I was offered at $19.99. I said I would have stayed with my original internet had I known they were going to never honor the $19.99. I was told she would review it and call me back after 10pm. WASTED my entire night waiting for the call which NEVER came!!! Been two months fighting them about this. Next will be the FCC! They can't figure out why they are a dying company!

On 3/5/18 I called to see if she had found out anything. She said the investigation was ongoing and would call me back. She called me the same day 3/5 and said, she listened to the recording between me and Kevin and said, that she did hear where he gave me a 2 yr. price guarantee. Said, he was wrong in doing that and a report was made on him. She informed me the two boxes we have went up $2.00 each a month and that the $50.00 credit I'm currently receiving would only be good until Oct.15. I'll have to call back before then and see if I can still get it. Also told me if I wanted to terminate my contract early there won't be a penalty?

Seems that when you're quoted a price it may or may not be any good even with a confirmation number. How can a company get away doing business like this? I honestly got the impression she could care less if I stayed with them. I've always paid my bill a few days after receiving it and have never been late. They were in the wrong not me and now they want me to pay for it. Terrible way to treat a good customer.

Now the second part of the issue started. I was sent a bill for 234 when my monthly bill was 144. They billed me till the end of January. I called and asked what this bill is. The lady informed me that normally the last bill takes about 2 months to flush out correctly. She asked me to ignore it. I got couple more bills and I called them every time. On the third call the representative stated Frontier does not prorate bills. I asked him to show it in the agreement. He sent me one but could not identify where it says bills are not prorated. Even if they do not prorate, my billing cycle starts on 23rd of each month. They should bill me up to December 22nd not January 31st of next year. How did they come up with January if they do not prorate? Now they sent my bill for collection. They are unable to provide the agreement which says they do not prorate. I was not informed of it when I called to cancel.

There are just no bright spots with Frontier from cable service to technical support to customer service or billing. These people are profoundly hopeless. The greatest success for Frontier has been to drive over 60,000 former Verizon customers in SoCal to Spectrum. Not that Spectrum is good, but they're the gold standard by comparison.

When we were moving to Panama City, I telephoned Frontier actually hoping they would be available in that area, which they were not, thank goodness! I did cancel my service effective 8/16/17 - the day before move out. When I asked for a local address to return the equipment, the fellow who took cancellation order confirmation #** told me to toss the equipment - because it was "old Verizon equipment, which is of no use to Frontier"! I thought this unusual, so I asked again - several times - if he was sure, and he insisted he was correct.

A few days later I called again and asked a Frontier person after referencing my cancellation order # if I was indeed supposed to toss the equipment, and was told "yes" again. So, I tossed the equipment. Yep, you probably guessed it - NOW Frontier is looking for $535 (after my Nov billing showed a zero balance) for unreturned equipment.

Will list the most supposedly rewarding of my calls. Called in Dec (new bill showed charge), was told by Debra in SC #** that her supervisor had approved writing off the charge and it should be processed within 24 hours. Called again in Jan (new bill still showed charge), was told by Fran the account would be adjusted to a zero balance, and that should be approved in 24 hours. Called again in Feb (the new bill still showed charge) was told by Deanna in WV that she would put through credits totaling $535 and they should post in 24 hours.

Checked my account yesterday - no credits. Entered chat - what a mistake - over 2 hours total, first rep Jhanlie just could not grasp the issue, then supervisor Jazzelle suggested we split the bill (NO WAY!) before apparently going to her supervisor... then wanting me to accept a call from "Jared" (I gather her supervisor). I told her I was done for the day (a 2 hours plus) Then she said old Jared would call me at 10 am CST. Yeah, no surprise, no call. Been down that road with Frontier on this issue already. From about 20 mins into chat I repeatedly requested the name and address of the head of Customer Relations for Frontier... even Jazzelle (a supervisor) would not provide it - just said I could discuss with Jared.

All together, probably 15 - 20 hours wasted on this issue. By the way, during this saga, a few Frontier employees have admitted the Verizon equipment is of no use to Frontier... as it is obsolete. I understand why Exec VP - Chief Customer Officer Cecilia K McKenney left in February, but gotta wonder why Quest just hired her!! Especially after reading these complaints and seeing I am so not alone! On to Mike Flynn, SE Regional President, Jennifer Brown, Director of Customer Care, Robert Pero, Sr VP Operations...then John Maduri (Cecilia's replacement) and eventually Daniel J McCarthy CEO/Pres (although apparently his office is not very responsive).

Original Review: March 3, 2018

Cable company was changed December 2017 and I returned equipment to Frontier. I received a bill for January 4, 2018 to February 03, 2018... $66.74. I immediately contacted Frontier. Despite being reassured by customer service that all the equipment was returned and the account balance was zero, a letter dated January 30, 2018 was sent to me indicating that the $66.74 was past due and it needed to be paid or it would be sent to collections. I then received another bill for February, same amount. Additional phone calls were made, again I was told that it had to go through a 3 month billing cycle. Today I received notice from a collection agency (Credit Protection Association, L.P.). I again contacted Frontier... Now they say I have to deal with the Collection Agency.

When I asked why can they not prorate the bill as they do when you add a service the reply I received was it's against company policy. I went with Spectrum who will pay out the 97.00 on the contract but I refuse to pay for services I am not receiving and will drive a hour to a storefront to return my equipment to get a receipt because I do not trust them and I will prorate my own bill based on their prorated info on adding services. Very unprofessional and rude company just trying to rip off the public.

Original Review: March 2, 2018

We changed cable companies and returned our equipment to Frontier. Despite being reassured by customer service that we returned all the equipment and receiving an email saying our account balance is zero, we kept getting bills and now have gotten one from a collection agency. Despite a number of calls to Frontier and the collection agency, the problem has not been resolved.

In January 2018 we received a bill for $76.69 for the month of December services. On 12/03/2017 we were charged a fee for $76.69. I called at the time and wasn’t told to ignore the bill we did not have a balance with them. On 1/15/2018 @ 10:50 am I called Frontier Communications and spoke to Kylie (ID#**). She confirmed that we had no balance and that once we cancel services it takes 2-3 bill cycles to correct itself and that we should actually be getting a credit due to prorating services. She assured us not to worry that we would not get sent to a credit collections company. On 2/17/2018 we received a letter from Credit Control Corporation (credit collections agency) demanding that we pay a balance of $76.69. Frontier Communications is fraudulently billing us for services that they never rendered and illegally sending us to credit collections on money we never owed them!!!

They are refusing to put the internet back on until the agreed upon end of service date unless I sign up for another 2 year contract!!! BS!!! I fulfilled my end of the contract and they are not fulfilling their end of the contract. Guess they don't want their final month's bill paid. How is even though they read me the notes that it wasn't supposed to disconnected until March 9th they don't think they need to reconnect me! I call BS or they can credit my account $86.98!

Once the boxes arrive I will take them to whatever carrier and get a receipt for the package. I have also taken a screenshot of the order page from my Frontier account which clearly indicates the order number for the downgrade. I just want them to get their STB back as I have no use for it all. There are no local stores in my area that I can get in my car and go return their equipment which is really a huge inconvenience as I just want to be done with this horrible company.

When my October bill arrived same thing, it was for a much higher amount, called again and the rep adjusted the billing and told me the amount I needed to pay, to make the long story short every statement from Sept 2017 to this current statement Feb 2018 has had a different amount. I had spend countless hours on the phone with them, every time you call them you're looking at about 1 1/2 on the phone just trying to explain and waiting for the representatives to figure out what to do and what to tell you. They assured you that the billing is fixed only to find out the next statement that it hasn't, Frontier Communications is without a doubt the worst company ever and has the most incompetent group of people working for them...

I have been calling them every month for the past 5 months with HIGH fluctuations on my bills and the frustration levels are extreme at the moment, I just had enough and called to cancel the service and was told that there is a $200 cancellation fee which I was never told would be if I decided to cancel, I specifically asked the rep back in August if there was a contract and was told no contract, that there is a price lock for two years and after that the service charges will be regular pricing.

I got very upset over the phone and the customer service rep told me to give him until Friday for him to work on waiving the cancellation fee, that he will call me. Based on past experience with Frontier's representatives I am not expecting a call back, they just tell you whatever to get you off the phone, but if they insist on a cancellation fee I will contact an attorney to seek legal avenues. Frontier has breached any such contract the moment they failed to charge the same amount every month which was supposed to be a lock price for two years.

You would be transferred multiple times and have to tell the next person everything from the beginning, only to be transferred again and told something different. So when Comcast came around, offering the same services for a slightly higher price, we decided to rid ourselves of the hassle. The cable package isn't as good, but the internet is much faster. That was on Dec. 9, my wife canceled. We had a $22 credit on our next bill and they billed us for Dec - Jan. It is now Feb 21 and we received 2 bills. 1 for $155 dollars and another for over $400! My wife has been on the phone trying to straighten this out now for 3 HOURS! They say we didn't cancel. They sent us boxes, we shipped the equipment back by UPS in December. This company should be fined at minimum, shut down if things were right.

I've been a customer who is on c.c. auto pay, have never been late or failed to make a payment. I was sold bad equipment, overcharged for not only the service but the install as well, and have been lied to and scammed. The service has been out more than it has been on and I live in a popular city. Please reconsider choosing this company if you are looking for good, reliable service or if you have a budget. I was without service for a month and only issued a $26.99 credit which has yet to be applied after being approved and was then also told that my price has increased upon just asking about my time without service credit.

Trouble tickets are also created and miraculously canceled without any customer knowledge of cancellation so time with our service credits cannot be given, customer service agents are very rude and pretend that they cannot hear the customer just so they do not have to assist. This is truly a horrible company to be with and I truly cannot find anything positive to say about them. If any way possible please avoid this company at all cost or trust me you will be charged a bundle by them.

Original Review: Feb. 20, 2018

DO not use Frontier if at all possible. Customer service departments can do nothing to help. Three months and 3 cancellation orders later I am still getting billed for services never installed. Have talked to lots of nice customer service reps empowered to do nothing to help customers correct problems on their billing system.

Now, I will not get the boxes in time, I will not have a new address to ship the boxes until after the 30 days because I am taking vacation before I get to my next location. I asked if they can extend the time for me to get the equipment due to a mistake they made and they said no. I will be getting charged if the equipment is not shipped to them in time. The service is not all that good but this is the only company that offered it in this area. Due to my experiences, I will go without internet and cable before I use this company or any of its affiliates again.

A few weeks pass and I get a call from a local Frontier employee checking to see if I really wanted to disconnect my service. He mentions how many problems their customer service is experiencing. I called in again and was given another order number and a new installed by date.(2/7/18) When it passed with nothing done I called the local Frontier person and he said they had sent him another disconnect order instead of a speed increase. It the middle of February now and my third order can't be found in their system, imagine that. (2-16-18).

Original Review: Feb. 16, 2018

Was quoted one price over the phone along with free installation. When the bill arrived the monthly charge was over double what was quoted. We were charged an activation fee and an equipment fee which I had explained we already had and didn’t need. When I called to rectify the charges I gave them the confirmation number I had been given but it didn’t mean anything to them. They claimed they weren’t showing anywhere written down that they had that special and the activation fee and equipment fee were non-refundable. This company shouldn’t even be in business. They are so fraudulent.

Filed a request on 2/6/18 to transfer my service to another unit a few hundred feet away from my present apartment in the same complex. I'm scheduled to move into my new apartment on 2/17. Frontier says they've scheduled a support visit for 2/17 to have the service setup. Started chat on 2/15 to confirm service appointment. Found they cancelled the 2/17 service visit without notifying me citing "the previous occupant didn't cancel their service", and then say that the next service visit is on 2/23 and scheduled an appointment without my authorization. Spoke with Wendy who refused to put me through to a Supervisor until I insisted repeatedly, citing "none available". Escalated to Frontier Executive Support. I cannot be without internet service and if this is a matter of moving the router... I can do that myself. I installed it myself when I moved into my apartment.

I want Frontier to move my service as they promised on the 17th. It is their duty to report order problems to their customers well ahead of time instead of the customer having to find out two days before and have the potential to be without service for a week. Service that they are being charged for and having paid for. If anything, I at least would like to have internet service turned on. The TV service can wait.

Now, here is the kicker! They offered to update the WIFI/fiber optics for a fee of $80.00. I said No, no additional charges! So my wife and I both were under the understanding that this was settled. Today at 9:40AM a Frontier technician/serviceman comes to the door to install new equipment! I explained our prior conversations with Frontier to the technician and he said that this "happens all the time!" So WTF... Now he inputs his conversation with me in his tablet and sits in his vehicle for another 10 min. before he leaves.

Hey Frontier - next time someone tells you "no service due to an additional charge" you might want to listen. No wonder you don't give promotions or a rate deduction, you have to pay for wasted trips in a vehicle that should have never been sent out in the first place. Hey Frontier, look at your records for approx. 2 years ago when our internet and landline were out for over a week. Did you ever make any notes that someday you might be able to make up for it, in the future? I think not... "Can You Hear Me Now"? Oh, that's right that was your predecessor. - Dissatisfied customer.

The first month we got a bill for $52. We called again they said it would be corrected. The next month it still was overbilled, and no credit for the first month overbilling. After a couple months they lowered the bill to $39/month, lower but still more than what was agreed. The total bill kept creeping up because we didn't pay the whole amount due to being overcharged. After a couple shutoff notices we had to pay a lot of the overbilling just to keep the service going. This went on for nearly two years, at which time we had an outstanding bill of over $250. Since the two years was up, and they had been overcharging the entire time and refused to rectify THEIR error, we called and cancelled the service and explained that we weren't paying the remainder and why. Then switched to cable internet.

Several years later we looked into refinancing our home. The loan rep said we had great credit. In fact our FICO scores are over 800, but he asked about a derogatory mark on our credit from Frontier. Turns out, Frontier reported the overbilling as a default on our bill. I explained it to the loan rep and they understood, but now I have a dispute in with the credit agencies to get it removed.

I called back 4 times and finally received an answer that the promotional pricing was not being billed; I received a credit and retention department (supposedly) fixed my bill. Next bill, again, ridiculous amount - being frustrated, I paid to avoid disconnection (Frontier is quick to disconnect, without prior notice, and once you pay it takes a day to restore, once it took over a day -I had to call and say WTF...but they do NOT credit the account for time with no service). Now, again, they have disconnected my service, bill is NOT due, the customer service agent is unable to assist until I pay, the agreed price is almost doubled (regular bill, the supposed prorated bill I paid 2 weeks ago). The only internet available in my area is Frontier; tried switching to DirecTV, but they advised me that ATT internet in my area was weak. I feel trapped.

After hours on the phone, I finally got someone who knew what she was doing (Or so I thought). She fixed the problem, the TV came back on, and it was great! The next day, off again. Now they say, my TV service is "NOT ON MY ACCOUNT." One department does not have access to the other department's notes. WTF? I continue to get transferred to people who have no idea what they are doing and could not care less about customer service. This is the worst company I have ever dealt with period. Run the other way if you can.

How could this happen in this day and age? Companies in my experience strive for excellent customer service, not mediocre or non-existent customer service. Over the following weeks (yes, I said weeks) I spent HOURS waiting for customer service, trying to coordinate service, and get something called internet. Since Frontier decided to cancel my appointment, they also didn't initiate anything with Dish Network as they had "promised". I had to call and establish an appointment with Dish Network. Say promise, because I told via the phone that I was agreeing to a CONTRACT! A contract is a promise, a legal bond, even enforceable by law. If I promise to pay Frontier Communications, they will send me to collections and discontinue my service. If they promise you anything, I would not believe it, even if it is writing.

I currently am waiting on their latest promise, a promotional offer for a $300 Amazon card. This was offered to me after I signed up for "Blazing Fast" 12MBS internet service. I have attempted to find out the delay for receiving this offer multiple times. I have been told many different things. My favorite was "Call Amazon". How is Amazon supposed to help me with a promotional offer from Frontier Communications. Bottom line: Avoid doing business with Frontier Communications. In my opinion, based on my experiences, they fail at customer service, and they will fail you too.

Then she sees the additional service for identity theft was ADDED, REMOVES IT! But my monthly quote is still the SAME!!? And I ask her WHY it is the same after she removed the service? She then says: "sorry, you are right. It is $5.00 less than the original quote". Completely SHADY and all around the worse customer service in the world. I will post this and the other handful experiences I have had with this Company to anyone that will listen. I am going to cancel. I was not going to do it, but I am going to attempt to see if anyone in this place gives one second of care and customer retention for the way things are handled. I JUST SENT THIS TO THE CORP OFFICE OF FRONTIER TODAY. FYI no one will give you their full name that works for them.

Original Review: Feb. 6, 2018

I cancelled service on the 8th of December and was told to expect a final statement for services used. In January, I received a statement for the full amount of December's service when only used 4 days. Contacted Frontier by chat so would have a written record. Frontier personnel assured me; no problem it would be corrected; no worries about collections. February 6th received a notice stating that if payment was not received the account would be going to collections. After being transferred, placed on hold, transferred, hung up on, transferred, placed on hold for 1 3/4 hours was told Frontier does not bill for partial months. That since 4 days of the billing cycle was used the whole month was due and that there was no regulation to stop them from this type of billing. So either pay up, or hurt my credit.

The problem was that they entered into a recorded agreement which stated, "The customer (my wife and I) were required to make an agreed payment either over the phone with them or a cash payment at a payment station, and was to be done 02/05/2018 and the payment confirmation number called in prior to 7 pm, and our services would not be interrupted". All of which, my wife and I honored and completed. Much to our surprise, the following day our services were interrupted. They attempt to justify this by stating policy that an employee forgot to follow.

My sympathy will only extend to a point that retracts quickly upon abuse, such as being taken advantage of. In my opinion, the employee should pay for his or her error, not the customer. I honored my end of the agreement and they chose to dishonor theirs by not fulfilling the agreement. Which, on record, stated my services would not be interrupt and yet they were. Where is the culpability when customer service lie, treat customer disrespectfully and make promises they cant keep?

It seems to be a growing concern or even common occurrence with most customer service departments. The alarming issue here is not just that they are getting away with it, it's that an ongoing reported issue has not been addressed by upper management. To claim ignorance of this issue is an admission of support for the continuance of such negative customer treatment.

I had to call and an hour later the additional amount was taken care of, I was told this was a "system error", no apologies. I then asked about my refund. I was told that per their contracts that they do not offer refunds, and that I have been told the wrong information (several times), because of "bad communication within the company". I asked to speak with a manager who told me the same thing, I told him I had it in writing (via the online chat) and spoke to different managers who noted my refund in my account. Again, he said there was nothing he can do and it's their policy, he couldn't explain to me why I had been told I would get a refund. I ended the conversation asking to speak to someone with more power, I was told this wasn't an option and I won't receive a refund. Money has been STOLEN from me. I DO NOT recommend Frontier.

Once the service got installed, the customer service representative told me the agent that ordered my service misinformed me when she told me I could download a Smart TV App to watch TV without their Set Top Box (their "TV box"), which was not the case. I had to spend 3 hours to resolve that which included being hung up and transferred back and forth multiple times. The best part, truly a great thing was that getting hung up on allowed me to work with a manager by the name of Scott who was honest and able to fix my issue in terms of the misquote on the Smart TV box. He had shipped a Set Top Box out to me but I still needed to get another tech to come out to connect the ONT to the coax cable because the tech seemed rushed which I can take some responsibility for since I didn't ask him to.

The second issue is that I had rescheduled the 2nd tech to come out earlier (the night before) since my schedule freed up but somehow the appointment didn't go through and I would have never found out if I didn't call with 30 minutes left in the time frame window that they provided. According to the rep, it's not a missed appointment if they miss that time frame window (eg. 8 am - 12 pm), it's only a missed appointment if they don't show up that day. They did end up having someone at my house 3 hours passed the time frame, which was frustrating because it sat around thinking they were going to show up during the time frame that I requested. This particular representative was much better than the last one as he connected all my coax cables to the ONT so I wouldn't have to worry about it.

Here's the latest and greatest issue that I am currently experiencing. Three days after I had initially installed my service, my internet would drop, in speed but completely drop for a few minutes. The first time, not thinking too much of it because things like this can happen, so I restarted my modem. Second time/day that it happened, I called tech support and he did some restarting on his end. The third time it happened, I called again and they did the same thing and he recommended me ask the tech that was coming out to look into it. That particular representative informed me that he has seen issues like this occur with consumers with 100 Mbps/100 Mbps in the Portland, Oregon region and recommended me lowering my speed to 75/75 to test it out which I had no problem with.

However, the problem continued and still is occurring three weeks after I installed my service! I called tech support again and told them that I am fed up with all the time I have spent with calling them and I am giving them one last time to research it and give me a 110% certainty solution. 40 minutes later (about 15 minutes hold time to get to a representative and 10 minutes of me complaining - I've been in customer service so I know how it is to not tell the full story), the representative told me that the Portland region cannot support the 100/100 and this is an issue. They would also like to send me a new modem since it does show in their system that it would be "broken."

At this point, I am going to speak with Scott, the only representative that I can trust at Frontier to see if he can provide me with a reasonable fix with the 100/100 internet as this is something that my family needs with all the devices that we connect. If I am unable to do so, I am going to inquire about a method of canceling my contract without any penalties since I have experienced false advertisement twice with through Frontier (Smart TV App and selling me 100/100 while they have notes that it can not be supported in my region).

As a current regretful customer of Frontier, I highly recommend everyone to stay away from them unless you enjoy the trouble that I have experienced. Additionally, if you don't trust me I encourage you to Google, "Frontier bankruptcy rumors" as you'll notice there are websites recently posted (late 2017) stating that Frontier will go bankrupt in 2020. With the great pricing, this would only make sense as Frontier could be possibly trying to "pretty up their numbers" by acquiring more customers in a last attempt to sell the company. I understand that not everyone will be able to afford the rates Comcast or any other provider is offering but ask yourself, are you willing and able to spend 4+ hours on the phone with them every week?

Updated on 02/25/2018: This is a follow-up review to my previous post. I highly recommend everyone stay away from Frontier as this can be an expensive lesson to learn because once you switch back to your current/other service providers you'll have to pay the installation fee. I had worked with a member of their escalation team and got nowhere within the 2 weeks, granted I wasn't able to speak with them on the phone. When we initially started the conversation, he suggested after a tech come out to look at the service but I declined that because a tech already came out and I wanted them to be 100% confident in their troubleshooting solution and not drag it on. I had asked the rep to agree to my terms that if they are not able to solve the issue with their final attempt that I would be released from the contract with no termination penalty, which he told me to contact customer support.

I understand that he's from the tech support side, but is this the way you want to treat a customer that is already frustrated? He eventually told me that there is no termination fee on my account but made no progress within the week to find a solution. Having worked in the customer service industry, I understand that he could have a huge customer base but I had no resolution within a week. Not to mention that he was supposed to call me today at 9 am but failed to do so. Normally I would be fine with waiting for about 30 minutes but I did that last time and didn't receive a call until the next day! I urge you to stay away from Frontier, it's not worth the trouble or frustration.

Finally in December 2017 I thought maybe there was something wrong with the way the original wiring was done when they set up the cable and asked for a service call, suggesting they try and bring the correct cable box with them. The service man arrived with the FOURTH wrong cable box but said he had an extra HD box in the van and was able to hook it up and make it work with that box. Finally, after paying just over $100.00 a month for 12 months for TV service we NEVER GOT, we had working TV.

I spoke with a customer representative about credit or reimbursement for the lost service. At first I was told that they could give me maybe two months credit but certainly not the for the whole year's loss. I accepted that as a poor but better than nothing resolution. However, the credit never came, thinking I had a credit I paid the difference and 2 weeks later my service was shut off. I then found out that in the interim Frontier in its infinite wisdom decided, in spite of the calls we made to resolve the problem, the multiple incorrect boxes they had sent us and the conversations we had regarding the resolution of the problem, they owed us nothing because we didn't ask for a service call until December 2017 and therefore we deserved no credit.

Having shut off our service and having no choice but to continue internet service with them because there is no other internet service that provides the speeds Fios does, we paid the difference and cancelled the TV service. So as a final little dig from them, we were informed that it could take 24 hours for our service to come back on. It's really hard to understand how Verizon was able to RESTORE SERVICE IN SECONDS and it takes Frontier HOURS TO DAYS! I have to believe it's for no other reason than to punish those whose service has lapsed since the technical aspects of the SAME SYSTEM worked just fine with Verizon. So, perhaps not truly a monopoly, since you can get cable from Spectrum in our area, but certainly if you want fast internet there is no other choice. I would still stay away from them if I had a choice, unfortunately I don't at this time.

In January, I finally got the company to admit the equipment was returned but I am still being threatened with a collections notice for a $350 equipment bill. Frontier has lots of departments that don't talk to each other and will not take responsibility for their actions. In my latest call, the billing rep assured me that the company has the equipment and the billing action will be escalated. That means nothing since they did not take action before. False collections actions are obviously going to get a very strong response. The biggest problem is that Frontier is trying to bill me for their incompetence. I have the return receipt and tracking number. Why do I need to take hours fighting a collection action for the absolute incompetence of this company that cannot even provide basic service? The return process is their own process. How can you be so stupid as to blame the customers for following the rules for your own process?

Frontier is a company with very deep problems that basic competent management can fix very quickly. At other websites, I have detailed the drama I faced with their technicians. With many hours of talking to technicians, I learned that the techs often know how to solve technical problems but are not allowed to do anything but follow their general checklists.

Closing the old account caused consistent interruptions in service which caused me hours and hours on the phone. In January of 2018, I then received a bill for 400 and my account was closed again. I was told a report was written and this was sent to the next level and not to worry. I never heard anything and my bill still says 400. On top of that, I can't access my new account, I've been told that my new bill is really high, and I'm getting charged for equipment I do not have (set top box). Every person speak to says they fix it, but no one ever does. I have no idea what to do at this point. The new account is **. Please help!

We then got another letter from Frontier collections and called right away. They again said it was not in collections and we should have the final bill soon. Now here we are 2 weeks later and we have a letter from an actual collection agency. I called Frontier and asked for a supervisor and I was transferred. When the lady I was transferred to answered I asked if she was a supervisor and said no. I said I need to speak to a supervisor and was told there are none available. I said I will hold until one is available and then was just transferred to an automated payment line. I have perfect credit and now a threatened by a collection agency when Frontier can't get a final bill to me.

Even though this is no longer an ID theft situation, but a mistaken identity issue. Frontier acknowledges and confirms the differences/inaccuracies, yet still refused to correct the issue. Ultimately I filled out the ID Theft Affidavit and submitted it back to Frontier. Still awaiting their response. For 1 1/2 years I have had this negative blemish on my credit report with very little help from Frontier to correct their mistake. If this is how they treat someone who is not their customer (after this I will never become a customer), I would hate to see how they treat their actual customers.

Frontier has always told me that they are upgrading their service in the area, and soon it will be able to provide high speed internet. After eight years you would think some improvement would be noticed. I have been getting a surcharge on my monthly bill the past two billing cycles, Frontier tells me it's to cover the cost of their improvements. If there was another provider in the area, I would drop Frontier in heartbeat. If you enjoy slow internet, rude customer service, endless waiting on the phone, and outright lies, then Frontier is the provider for you.

I again verified the cost ($120 a month plus tax) and was again told that I was also eligible for the Amazon Prime promotion). About a week and a half later (approximately 2 1/2 week ago) the installation was done (very well!). I subsequently had some questions and tried to reach "Jim" again and was directed to his voicemail. As of today, I have tried to call him at least 4 times, have left several voicemails, and he refuses to return my calls. I did speak to another customer service rep last week (as well as via chat) and was informed that my monthly cost was $134 plus tax, not $120. While the amount is not terribly significant, this was, once again, Frontier quoting a price to get me as a customer and ultimately discovering that I was quoted an "incorrect" price, which is precisely why I terminated service 2 years ago. I also discovered there was no notation on my account that I was getting the Amazon Prime promotion.

Thankfully, the customer service rep I spoke to put in the request for this. Parenthetically, I got the email today with the "subscriber key" and when I went to validate it, I received a message that the code was not valid... why am I not surprised? Last night, I attempted to watch programming on HBO and received the "You are not authorized to watch this channel" message. I immediately called customer service and was told that my services did not include either HBO and Showtime... those would be at additional charge. Suffice it to say that I am now beyond frustrated and angry. In retrospect, I should have requested a confirmation of services and rates from "Aaron" and "Jim," so mea culpa. At the time I told my wife that we were switching from Optimum to Frontier, her first response was "are you kidding?"

It is clear to me now that I should have known better - it is more apparent than ever that there is an m.o. at Frontier to purposely mislead customers and say and do anything to get them to subscribe, and for that, you should be ashamed. I am sure you are aware that Frontier gets absolutely the worst customer reviews on virtually every online reviewing site, and it is clear that your company has done absolutely nothing to work to improve its reputation. Without question, Frontier is the worst, most unethical company I have ever had the misfortune of doing business with. As I said, you should be ashamed.

John **

Original Review: Jan. 26, 2018

I terminated my service with Frontier on 12-13-17, and paid my bill in full to 12-24-17. I then receive a final bill from 12-25-17 to 01-18-18 for $100.95. I spoke with them 2 times. First time the lady told me that they had me down as a business not residential and she would take care of it, and to disregard the bill. I then receive a letter from National Collections Center. I call a second time explaining my dilemma. Long story short they told me this is an early termination fee. I told her sounds like DirecTV, and I don't remember signing a contract that covered early termination fees. Guess it will be turned into collections, but not paying for services not rendered.

The installer arrived today to put in one internet and one TV. I ordered one internet and 3 TVs. The installer said that he worked for them for 17 years, but had difficulty knowing who Dish and Spectrum were. He called the office from his truck, but couldn't let me talk to anyone from the office. He seemed perplex when I said "No, I don't want the service." It would be like buying a car, but only getting 1/3 of the car and waiting until two weeks again to get the rest of the car. I would give them no starts, but that doesn't seem to be an option.

But when I looked at my account it says $95 new charges and only $95 was taken off. I still owe $219. Seriously it doesn't make sense. I understand the pre pay a month. For 15 days my bill should have been no more than $50 and current month $95. Total $145. I was expecting that around $150 for my first bill. Now I have to spend and 4 hours trying to explain this to someone on the other end. Hopefully they will do their job. Second issue. They told me that I would receive an email about my $200 Amazon gift card within 24 to 48 hours. There I was thinking this was awesome at first. I didn't realize it would be payment for time I had to spend dealing with billing. It is a paycheck now. Yes local cable rips you off but at least their billing is correct and they show up the first time. This has been a total nightmare and a half.

I was trying to save money by removing channels, but ended up with a bill for $30 more each month for the same service plus 2 weeks of missing channels. I finally got fed up and decided to cancel my cable and phone. I kept my internet service. It has taken me 7 phone calls. Yes, seven separate calls in three weeks and apparently, I will continue to be billed for all three services for at least another month. It's too frustrating to explain all I went through just to cancel the service.

My services were finally disconnect, including internet, and I had to call back to get them to reinstate the internet. They've actually quoted me four different amounts over the phone on how much my internet service will cost (74.99, 68.99, 99.99, and finally 58.99). I guess I will have to just wait a couple of months to see what it will actually be. They do not send you emails or confirmations on any changes that are applied to your account so you are just left hanging. This has been the most frustrating and ridiculous experience.

She made adjustment to my bill, told me what bill would be and to send in that amount which I did. Also promises I would never have to call them again. And gave me supposedly a work order number. I again asked for email as I have done on my previous calls but was told Frontier doesn't send emails or any verifications. Imagine a communication company that will not communicate in writing their charge! Another red flag. My October bill was wrong again. Could not bear having my blood pressure rise again by calling them to just hear the same pack of lies I had been hearing every month. I sent my amount that I had been promised was my correct (never have to call again) amount. I then had had enough.

Few days later called to stop service at end of my billing period (paid for) Oct. 30. Requested mailing box to return Frontier equipment. Went back to old cable company starting Oct. Need to call twice before I got mailing box. Returned Nov 8 2017. Have continued to receive bills. Now getting bills charging me for service after I cancelled for over $200. And threats of sending to collection. I have never missed paying any of my other bills in over 50 years. I tried calling a couple of times but was disconnected and hung up on. Haven't called again because of stress of listening to them appear to be nice but continue to lie. Will have to try again. Would never recommend anyone do business with this company! Worst business I have ever had to deal with. Even one of its technicians apologized to me for the company they were working for!

Their Customer service reps are not professional and it sounds like a big party in the background. Since I cancelled my account, I could not log into my account or app to pay. I called back to pay by phone, but the rep was so unprofessional and so much yelling and partying in the background that I felt uneasy about giving the rep my personal information. I asked them to mail me a bill. My experience has not been on only just one or a couple of days where the rep or myself just had a bad day, it is on every call. I feel sorry for customers that have to use Frontier as their only choice.

On a professional basis, they would hang up on me, disconnect from chat, not send e-mails when they said they would, would not contact me when they said they would, or would not provide transcripts when they said they would. In today's world of customer service (look at Apple, Amazon, Home Depot, Kohl's, Capital One to name a few)-- there are companies that bend over backwards for my business. That's how it should be. Frontier could take a lesson from these veteran, quality organizations.

I felt like they had me as a hostage, and they could charge me whatever they like, lie over and over, and no one was holding them accountable, and there was nothing I could do. The one thing I must admit, is that even though where I live, Frontier's speed is low, it has been very reliable in that I have had no outages. O.K. Fast forward to this last Monday. I called to see if there was anything they could do to save me money on my monthly bill. I should have known better than to call the manipulative, lying agents back, but I did. The 1st guy promised me a better deal if I dropped my phone. He said my speed would remain the same (I made sure they knew I did NOT want to lower my speed as it was already very slow) and that I would save a ton of money. After we hung up, my computer was so slow, it was brutal! It would not open or download anything. This led me on my week long quest to get this taken care of.

Today is day 5, and I have called every day, (sometimes two to three times in one day) spoken to 12 people, including managers who assured me everything was done correctly this time. Gotten names and ID numbers, and had three-four of them PROMISE and assure me that if we got disconnected, they were going to call me right back. I was disconnected EVERY SINGLE TIME, and not one called me back. To say that Frontier's customer service is horrible is a gross understatement. Frontier employees keep telling me that every call is recorded, but obviously no one is listening! Unless it is to give their lying employees training on how to double talk, and get rid of customers with valid complaints.

I ended up crying on one of my last calls because I have been down with the flu and I was SO sick, and so tired of calling these people back, spending hours, day after day, just to get the runaround, and to be disconnected at the end of almost every call before my issue was resolved. How can a company keep running like this? Because they provide service in rural areas where people like me have NO OTHER options. They KNOW we are stuck with them if we want internet, and instead of wanting to provide honest, great service, they choose to hold us hostage with their lies and their inept employees, and they can charge whatever they like because... THEY CAN! At this point, it feels like a cosmic joke, but it's not. It's just a lousy, horrible, cheating company who does not give one hoot about treating their customers fairly, or giving them any kind of respect, or decent customer service. They are a joke.

Original Review: Jan. 18, 2018

At the beginning of July 2017, I contacted Frontier to disconnect my service at the end of that month, as I was selling my house and moving out of the service area in Tampa at the end of the month. I received from the phone agent a list of the equipment I needed to return and was told the closest Frontier store I could drop it at and get a receipt for on N. Dale Mabry in Tampa. On 7/31/17, I physically returned all the equipment to that Frontier store with Rep JAVIER **, was given my receipt which lists all the serial numbers he scanned off each piece of equipment, on Frontier letterhead. I still have this proof. He assured me this was everything on my account showing I needed to return. He was looking at my Frontier account in real time!!

Several months go by, my bill was overpaid by almost $90 so after 2 1/2 months, I'm not sure why it takes so long, I finally in mid-Oct received a prepaid Visa card for the refund, and assumed I was finally finished with Frontier. Then in mid-Nov I get a letter about "unreturned equipment", English on one side, Spanish on the other side, generic form letter, so I called Frontier and was told to disregard it - that it was sent out in error to ALL their customers. Okaaayyy, coincidence, but it could be true. So I believed the rep. Then, in mid-Dec I get a bill for $107 for "Unreturned Equipment". Great!

So, I called 12/26/17, and was on the phone for 45 minutes, no one could tell me what equipment I owe Frontier (of course), I was transferred to 5 departments, circled back to where I started in C/S where Eugene gave me the fax # to send a letter explaining with a copy of my receipt showing proof of equipment return and it will be removed, which I did same day. I called again 1/7/18, and was told she could see they received the fax but no adjustment and not sure why as no explanation of what equipment I owe Frontier, of course. She agrees the bill should be zeroed out and will put in to have it done by a supervisor, since it's over $100 she cannot do it.

Now today, 1/17/18, I get a threatening Collection letter from Frontier talking about my "failure to respond"! Really?!?! And how they will ruin my credit, (I have great credit). Like someone else said, the FCC needs to know about this. I have proof of return of all my equipment, and have done everything to notify and work with Frontier every step, was never late on a bill, and they have done nothing to read the notes on my account! I am contacting the FCC as this is obviously ridiculous. I am contacting the FCC as this is obviously ridiculous.

But it has been phone call after phone call, names dates and times of people who told me, my account will be $0 and to not worry and to disregard the bill. It is now January of 2018 and Frontier is STILL charging me $364.72. I have spent endless hours on the phone, from customer service to collections to every department you can imagine because they transfer me over and over and each time I have to explain the whole situation over again. No one can give me an answer as to why the dispute keeps getting denied, the supervisors and managers can’t give me a solution. Several times has a manager told me they would call me back but not one phone call.

I’m not trying to seem cocky but my credit has always been above 800, never do I miss a payment or send in something late and now these people have sent it over to the credit association and this WILL affect my credit. I’m sure anyone can understand my frustration, I’m to the point of wanting to hire a lawyer because I am SO tired of dealing with how unethical this company is.

And the representatives act like they deserve a gold star and are doing you (the customer) a favor by doing the bare minimum amount of work - customer service representatives love to act like they go above and beyond when in reality it’s considered a normal part of their offered services. Your CEO should be embarrassed by the piss poor treatment of paying customers. Never have I seen such idiocy from a company. I CAN'T COMPREHEND HOW YOU'RE STILL IN BUSINESS! YOU'RE A JOKE!

Original Review: Jan. 16, 2018

Frontier owed me approximately $130 when I left one residence and moved without transferring my service. I didn't transfer my service when I moved because they couldn't get my bill straight and I had to keep calling them. When I finally received my refund it was in the form of a prepaid MasterCard debit card. I want the same form of payment as I made for my bill which is cash, not a credit/debit card that can't be used at an ATM.

After few months my internet suddenly stopped working and called customer support which are very unhelpful. So I asked for a technician visit, they told me I have to wait for 3 days before they can send one. This drove me mad as I need internet for working. So I called in to disconnect their useless service but I have to wait on queue for 1 1/2 hours. Unbelievable.

When I finally got hold of someone they still made it hard to disconnect. When I told them to make sure I get prorated in charges they insist that Frontier have changed the policy and you have to pay the whole month of service cycle. After pulling all the curse in the whole world they finally gave the discount I deserve, because it's their stupid service that suddenly stopped working and they would not provide immediate support to fix it. BE SMART. People stay away from this company if you have a choice in your area!!!

I experienced this when there was only one other television on in the house. DVR wouldn’t work, then we would call and were told we didn’t have the DVR option on each box, even though that was a request from the very beginning. One time my mother called and they told her that her entire package had changed thanks to a previous call to customer service about an error regarding the DVR service and an Inquiry into why all of a sudden we no longer had certain channels. The rep changed her entire package, mind you, my mother didn’t request this. She changed the package and it was nearly $80 more than what my mother was currently paying.

Did I mention she didn’t even request this? Had to call customer service back about this several times. Was billed the higher amount, took several calls to get a credit and that didn’t even reflect the entire amount of the new bill the customer service rep changed the package to. When calling into customer service, it was a chore. The initial wait times and the hold times were ridiculously long. The reps never knew what was going on, they’re clueless. There were times when all of the DVR content was erased, DVR stopped working for days at a time, “DVR starting please wait”. Sometimes we would have to hold the power button, sing a song and count to ten, for it to work.

I’m exaggerating with the sing a song but it was always an inconvenience. Who wants to turn off the tv they’re watching for several minutes at a time on a now, daily basis because their DVR or cable box isn’t working. So the inevitable happens, mom wants to cancel. Makes sense with all the issues she’s experienced. Oh, now she’s being told she has a contract for a year. The thing about this, I happened to be here when the salesman came to the house and sold us this ball of garbage, he said there was no contract and my mother could cancel at anytime. This was a big deal because we had Cox at the time and the rates were so ridiculous my mom was ready to cancel THEM but had no choice but to wait it out.

So she specifically asked about a contract with Frontier and was told there was none. Now all of a sudden, Frontier is saying there is a contract. My mother is over the entire Frontier situation at this point. Calling in weekly for several different issues, receiving an extremely small credit. The internet works when it wants to. At this point we are surprised when the DVR is working. Instead of resetting cable boxes when they don’t work, we just turn the tv off. Which isn’t such a bad thing right? So I provide this review so that you will not bother wasting your time with Frontier. It’s been the worst cable experience we’ve ever had. Absolutely the worst customer service experience (below Sprint) ever.

It’s not worth the few months of money saving since in a few months your bill will skyrocket anyway. I’m not sure how a company can provide such awful service but they need to be shut down. There need to be more options for cable and internet in this area, it’s truly a shame. I urge you again, don’t bother with Frontier. Don’t fall for anything the salesman says. Just stick with what you have or even better, cancel your extended cable, get internet and enjoy online services. Don’t fall for the Okie, Doke.

I call later to ask about the Spanish package and they tell me it’s not on there and that my new total is actually more. So now I’m out of my Spanish package channels and I’m paying more. So at this point I really want out, but they talk me into keeping my services by giving me another promotion along with my Spanish package. I said ok... then my internet which was upgraded to 100/100, after testing it... was 28/4. Turns out, they never actually made it 100/100. They actually slowed it down. So I call AGAIN. It gets fixed, but I STILL CAN'T SEE MY SPANISH CHANNELS. I am currently on hold again because after 2.5 hours they hung up on me. At this point I just want to cancel. I want out, and I’m terrified that it looks like it’s not that easy to get out. What is wrong with these people, YOU HAVE ONE JOB!!! Literally, how ** hard is it to follow your one ** job you do 8+ hours a day 7 days a week for ** sake!

Called them in October to see if they had other options to make mine faster since I figured my equipment was old and obsolete, and the only offering I received was to install another router/modem for another $40.00 a month. Who in their right mind would pay $80.00 a month for just internet? Not me since I have unlimited data on my phones! Began searching for new provider and ended up with Spectrum for $29.99 a month for 100 mbps. And yeah, it's super fast. Anyway, hooked up Spectrum on Sat, Dec 23. 2017.

Had to wait a few days due to Christmas holiday to call and cancel my service with Frontier, which was Tuesday, Dec 26, 2017. The woman I spoke with stated it would be terminated within 24 hours, which meant our obligations to each other were completed. Never received a box to return the modem, so I decided to go online to my account, but was unable to get in, figuring it was canceled. Two days later, I received an email stating that they were doing something on Wed Jan 24, 2018 concerning my service, between 8 am and 6 pm, and I had to pay the entire bill for the month of January even though I canceled my service. Not a happy camper!

They said it is "their policy" to charge for 30 days in advance whether or not you are using it. I asked to have that sent to me in writing after an hour on the phone with Paul (who was trying to be so helpful) then with his supervisor, Allison, who informed me of this charge. I was never informed of this when I canceled, as a matter of fact, the woman I spoke to when I did cancel was unenthused I was leaving after being such a long time customer, but she did ask me why.

So, I'm waiting for the final bill and the notice of the charges continuing for an entire billing cycle after you cancel. Even though I have a cancellation number from Dec 26, I thought it was weird I didn't receive an email confirming the cancellation, as Dish network sent me on the same day we canceled out satellite service. All in all, I think they are scamming money off of people who are leaving them for obvious reasons without informing them of the continued costs. Bad business.

I do not remember all of the phone calls back and forth to customer service so I will not say exactly what was said as I do not remember but multiple times they were insisting they had came out & were doing different work on the property to get a line in the ground. No dirt was EVER disturbed! The last and final phone call (Nov. of 2016, according to Frontier's records) they told me that they were working with different utility companies to see where their lines were & then putting the "new line" in the ground. That was BS! (Our neighbors were getting Spectrum and we had those guys come and look at "the line".) They said that they could even see the line with binoculars (from the neighbors) and nothing was wrong with it! I already knew frontier was blowing smoke! Due to numerous lies already told.

Here's the stinger! Fast forward to December 2017: I get a knock at the door with a guy telling me he's here to install the internet!? What!? Yay!!! Okay, I am thinking my husband did this to surprise me for Christmas so I allow him to hook it up… of course, he refuses to hook it up where I want him to and we are stuck with it in our bedroom (where we have no room for a desk!) I gave him multiple options. The Dining Room, [THE OFFICE!], my daughter's room, nope! He refuses and hooks it up in the place he says will be most convenient "the easiest" for him. So, it comes time to sign for the installation and I realize this is Frontier! OMGaaah!

I start thinking what the heck is going on, explain to the technician that I ordered this two years ago and asked why is he just now coming out to install? He said "I don't know. I just do what they tell me." Fantastic response by the way! At this point I am going over this thing with a fine toothed comb... I asked him what are we getting? How much? He lets me know that there is digital phone & internet, but doesn't know the amount and tells me to call customer service. I make it clear to him that I do not need a home phone (we both have cellphones). He says, “That's fine, I put the plug there… if you need it you can plug one in, but you don't have to use it, and won't be charged if you don't.”

I called customer service as soon as he left. First I ask them where the double hockey stick they have been and let them know I do not need a phone, I get the price and let them know I just want the internet. So not even a month later I received a very substantial bill for digital phone service that I did not order and a bunch of other outrageous charges. I call and customer service (a guy) is very rude & lets me know they will take the phone off but I have to return the phone they gave me or I will be charged. I NEVER WAS GIVEN A PHONE! When I receive a new bill I am still being charged for not being listed in the phone book and for phone charges! + LOTS of other ridiculous made up charged... call back & this customer service rep (a female) was very nice, but told me that I still have to pay for the phone charges because the phone was hooked up for the first month.

She does a refund for additional charges for the 2nd month we should not have received (the credits were added to the bill, not subtracted AND, even said "credit") and transfers me to a manager named Dee who was EXTREMELY RUDE! Dee lets me know that there will be no refunds on the account and the refund the previous lady issued was not showing up and would not be given! Oh, 1 more thing... they actually had the audacity to say to me the internet service was installed because I never called to cancel!? Are you kidding me? If I am getting the run around (for over a year!) and being lied to about the fact that they "came out to install" (5 Times!) why would I then feel the need to call and cancel when I see that I will never receive internet service from them..? But seriously... you're excusing coming out to hook up service 2 years after the order was placed!? Give me a break people! Absolutely horrendous!

Oh... I forgot about the $250 gift card that I was to receive that is nowhere in their system! Of course NOT! Scam company! They told me to call DirecTV and see if I can get the gift card from them. Hahaha hilarious! Because Frontier offered this promotion I bundled my service w/ them through DirecTV, called them, and they no longer have anything to do with this company... Wonder why? LOL. Okay, I have spent quite enough time with this company and this review! It deserves no more effort on my part, but Frontier Communications is the absolute worst company I have EVER done business with!

Original Review: Jan. 12, 2018

After trying to deal with Frontier for a few years it appears that management trains their reps to lie and cheat customers. All last year I tried to get billing errors corrected. Each month called I was told, "Yes, you are correct and we are sorry. You will see a credit on your next bill to straighten out the situation." 7 months later this still did not happen. Beginning another year and same situation. We will not pay any bills, they will try to sue. Looking forward to it. Will be a lot of fun. Most willing to for this to go on for a long time. I will not have any legal bills so won't cost me anything.

Updated on 01/22/2018: Frontier Communications will not service California Fios subscribers. I have been trying for two weeks to receive customer service. Finally a phone bank operator was blunt. "You can talk to supervisors until you are blue in the face but unless you get internet and cable T.V. service with your fiber optic phone line request it's not going to be reconnected." He was right. I have wasted over 13 hours talking to Frontier and even received an false confirmation number that my service request was completed. This company is in chaos. There is no professional integrity and the management is detached and just vacant.

My January bill has arrived and it was for $91.64 - no reduction at all! I just called customer service which, after 30 minutes on hold passed me on to Customer Retention again. I spoke with a gal named Stephanie who told me she could find no notes regarding the $52.99 a month quote and can't look up confirmation numbers. She proposes a $70.99 a month charge saying that is the best she can find and claims that in order to get that reduction, she had to bump me up to a family package that gives me more channels (most of which I don't watch anyway since I average 7 hours a week watching news and PBS on Sunday evening from 7-7:30 or 7-8 if the Treasures of New York show runs 1 hour). For the 55 minutes I was on the phone with them this time, I received a reference number of **. I am extremely frustrated with my experience with Frontier.

Every time I call I am told something different and quoted a different price. To boot, this time I was told that there is no way they can reduce the $91.64 bill that I have just received even though it was supposed to be for $52.99 plus tax. I am being taken for a ride and I’m given no recourse. I can't recommend Frontier and I truly regret AT&T U-verse selling out to them!

By the way the first lady that helped me was great 'til we hung up. She gave me her personal number and extension if I need anything just call. I’ve called six times, 4 messages, not one call back. Looks like they tell you what you want to hear, get you signed up and then decide what to give you. Also I signed up under my email and all of a sudden my account is under a new email made by Frontier. I was never told that. I found out after having to call because installer was 4 hrs late. All around terrible experience. Sincerely disturbing.

Updated on [03/26/2018]: Well my wife and I separated and she moved to an area where Frontier had no service so I opened an account and I had nothing but problems for 3 weeks so I wrote a review here and some lady from corporate fixed it. Maybe the same happens here when the installer came here. His supervisor told him to leave all the equipment here so he used that but I was supposed to get quantum boxes. So after my complaint they left the modem and I sent in the set top boxes. The modem sill stay here.

In January my wife received a bill for 107 dollars for the modem. We call Frontier and they said it was taken care of. Well it wasn't. We just got the bill again and the rep was rude and disrespectful so I asked for a supervisor. She was rude and said that the modem was unauthorized and she could not do anything so was are these customer reps working for them (Frontier) if they don't know their job and are rude and disrespectful. Her name was Jasmine out of the George office. These people can't get nothing done right.

That bill is now past due, but for over a week now I've tried contacting them and am hold every time for over 20 minutes before I give up. I've spent close to two hours on hold off and on for days now. At one point I had them on hold on speakerphone, and tried using the online chat feature but was #128 in the queue... and 25 minutes later gave up when I still hadn't gotten through on the phone, and was still at #74 in the online chat queue. So I can't speak with anyone about my bill, or to cancel my service. I've also sent an email to the office of the President for Fios in Florida but have yet to get a response. I also tried their "schedule a call back" option, and the website said I'd be called back in 20 minutes. No call until 20 HOURS later, the next morning when I wasn't home, I saw I missed a call from them.

Original Review: Jan. 10, 2018

It is hard to comprehend how Frontier Communications, a large, public company, could be this unethical and horrible for so many years, and yet still continues doing those terrible things to their customers, even after getting thousands of one-star (most would be zero if available) reviews on the Internet! My recent experience echoes almost all reviewers that it is the worst company ever!

I was a customer with Verizon before they sold to Frontier. I called to close my account in mid July 2017, because I would move to Las Vegas from Chino, California in August (the service was stopped on August 10, 2017). While asking about the return of equipment, I was told not to return the equipment, just throwing them away, since they are grandfather equipment from Verizon and not being used anymore. So I tossed the equipment as instructed. By the way, as many customers experienced, it took quite a few calls to straighten the final bill which should be really a non-issue, but compared with what I am going to say below it is nothing.

Three months after I closed my account, I received a letter from Frontier on 11/15/17, asking me to return the equipment within 15 days to avoid charges. I called on 11/16/17, asking why. The Frontier staff Christie told me that she didn’t know why I received this letter, but she would take care of it so I won’t be asked to return anymore. However, I received a bill of $342.20 on 12/13/17 for not returning the equipment. So I called on 12/14/17 and the customer service staff Hailey told me that it was a mistake and assured me that I won’t receive any bill or letter asking for the return of equipment anymore, but a final statement with zero balance.

While being asked why and how this ridiculous thing happened, she said it was caused by internal miscommunications, since the company changed the policy and now asked for the return of the grandfather equipment. By the way, when asked why Christie said she would take care of this, but didn’t. I was told that Christie just made a note saying I called but nothing else. Amazing! However, I have to say that both of these ladies at least were nice and polite, even though nothing was accomplished.

I never received the promised final bill with zero balance, instead, a past due letter dated on 1/3/18 which threatens to initiate additional collection proceedings if I fail to pay the charge. I called on 1/3/18 but was cut off after waiting for many minutes. Then I called again on 1/4/18, but this time I got a big surprise! A guy answered with a totally different attitude and tone from the previous two ladies. After hearing my complaints, he told me that I needed to return the equipment or pay the $342.20 charge, and there was nothing else he could do.

I asked to talk to the manager and another surprise, the manager was even worse. He wouldn’t listen anything I said, but blatantly saying that I need to return the equipment since the agreement states the customer must return the equipment when cancelling the service. When I told him that I didn’t return the equipment because I was told not to return these grandfather equipment from Verizon, he wouldn’t offer any explanation, but simply responded that the agreement requires the return of the equipment and I better pay the charge. Otherwise they would send it to the collection and my credit would be adversely affected. When I asked to speak to Hailey who assured me this issued had been resolved or anyone else who can resolve this issue, he simply repeated that I needed to return the equipment according to the agreement and there is nothing anyone can do about this.

I didn’t believe what I was hearing and I was totally speechless. How could a company behave like this and how it can get away from this! I have read hundreds of reviews and complaints, and it seems Frontier has been doing this kind of awful, unethical, unforgivable things to most of reviewers on this site, BBB, Yelp, frontier-sucks.com, and others. And the company doesn’t seem to care what its customers say and continues to do so. Hopefully, someone please stops this non-sense!

Original Review: Jan. 9, 2018

When I signed up for Frontier internet service I was told that the modem was included in the $40 monthly charge for 6 months and that it was also included in the $50 price for the remaining 18 months. When I received the 1st bill, they were charging me for the modem. I called them and they told me not to worry that I was getting a credit. Now that the 6 months is over, they are charging me and extra $5 for the modem in the monthly bill. I called them and provided the sales person name and date I talked to them when I initially signed up and was told there is nothing they can do and they are going to charge me for the modem. This is illegal and is called "bait & switch". When I told them I would find another provider, the Supervisor Dominque told me he would put in a request to disconnect. He was very arrogant. This company will not stand by their promises made by their sales reps. This is very unethical. I rate them VERY VERY POOR

A month later I get a bill for $18.18. I had already paid my bill in full when I opted out, but whatever, I pay it - I'm out. Well... not exactly. On 12/13/17 I received a bill from Frontier for $238.63 for an unreturned DVR. I immediately called and complained. The gal, Brettiny, her corp # ** told me I was right. That the equipment was no longer in use and that I should not have billed. She then gave me a dispute # **. She said it should be out of the system by 1/7/18 and all should be good.

This morning 1/9/2017 I received another bill from #Frontier stating that if I don't pay the bill by 1/14/18 that I would be sent to collection. So I call, again, and I get a nice young lady, who tries to be very helpful. Her #**. This time I go through everything again. She tells me the exact same thing. Yes, Frontier no longer uses that DVR VERIZON model. But all she can do is make a request that this $238.63 be removed from my account. Here's the issue. I receive the VERY FIRST request for the payment of $238.63 on 12/13/17. I'm told it'll be resolved by 1/7/18. I hear nothing.

I receive a PAST DUE bill from Frontier demanding the $238.63 by 1/14/18 or the amount due will be sent to collection; in turn affecting my stellar credit. So do I wait for another Frontier Customer Service Rep to drop the ball. NO! I'm gonna send in the check and copy my attorney on this matter. Shame on #FRONTIER. Shame on Baiting and Switching. P.S. And don't get me started on why we cancelled our service in the first place. Shame.

We get charged for content that was supposed to be free (HBO) and they still can't fix the bill. We have only had them since August (less than 5 months) and our bill has been incorrect every month. I have read the other complaints and this seems to be a huge problem for Frontier. Are they really scamming people every month and people are not catching it? We only switched to Frontier because our internet speeds seemed slow but I will take our previous provider any day over Frontier. I cannot wait anymore over the phone with these people and get lied to overtime that the problem has been fixed. We have excellent credit and are ready to pursue this fight with them for overcharging us in any means necessary. I have contacted the BBB and have filed other complaints within and outside Frontier Communications.

That same day, I got an automated phone call from Frontier stating there was an outage in my area and they were working to fix it asap - so this explained why I didn't have internet service. Fed up, I called Spectrum that moment and I got internet set up the very next day. I called Frontier to cancel my service and since then still headaches and drama. They charged me for Dec and Jan billing cycle (totaled $97.19), even though I didn't have internet and I canceled my service before my next bill was due. I called today and they would not refund me at first. Unfortunately I had to insist and eventually yell in order to get my point across. I almost started crying, I was so frustrated. I ultimately got a refund for the last two billing cycles. We'll see if that check ever actually comes. Beware.

On the install day, they forgot to lay the wire so I had to take an additional day off of work for them to do it. After filing a complaint with the Attorney General, a member of the Executive Customer Care team told me I should have told them "**" before, but that now I had no choice. Not once would someone actually review my phone calls, even after I requested it multiple times. After all that, it's not worth the Internet. I'm paying for 150 upload and download and I'm only getting about 20 upload.

In the end, due to inadequate bandwidth to transfer large data Architectural and construction documents, I had to consider other faster options. I called and terminated my service on day 28 and they denied the money back guarantee, and the female employee that spoke with me was the rudest person I have ever dealt with in any home utility arrangement or phone call. She would not tell me her name, she would not transfer me to a supervisor, and she told me I was actually lying about the promises Frontier had made to me. WHAT?? Frontier has rude employees, TERRIBLE internet service, and do not appear to educate or hold their employees to any kind of training or ethical standard.

The agents just say what they want to get you to join and then it's your word against theirs. So, if you are considering Frontier for internet and you have read about bad internet service, terrible customer service, and broken promises regarding marketing... take it from someone who also read about all those things before joining and I actually believed that perhaps those things were not true. I can now say, without doubt, that I made a mistake with trusting and putting good faith against real peoples reviews... I WILL NEVER BE A FRONTIER CUSTOMER EVER AGAIN! Take my money you did, but my referral and good word for your Company will never happen!!! You deserve 0 Stars!!!

Original Review: Jan. 5, 2018

My previous phone/TV/internet provider was getting so expensive that I decided to look for a cheaper provider. Frontier was offering a bundle for $69.99 so I called them w/questions such as upgrading the internet speed. They quoted me a price of $90.48/mo plus tax. Tax would be around $10.00/mo bringing the monthly amount to right at $100.00/mo. I decided to give them a try. The first problem 4 days after installation the whole thing was down and stayed for 3 days. It probably would have been longer but I am disabled and my Medic Alert runs through the landline so I told them they had to get it fixed. They had installed a bad modem. The next problem arose when I got my first bill. They were charging me $170.00/mo.

I called customer service immediately, explained the problem and they told me there was nothing they could do about it, I needed to speak with collections. I called collections and they told me they didn't handle billing disputes. I've tried calling customer service again now getting put on a long hold. When they finally answered you could hear the background noise but there was nobody there. I tried asking for a call back but that didn't happen either. I called my bank and told them under no circumstances are they to process any payments for Frontier. I bet they'll call me back when they don't get paid. This is so frustrating. Why can't they simply honor the price they quoted in the first place??

Updated on 1/11/2018: I have been contacted by Kathalee ** who has assured me that my account has been reviewed and that corrections to the account are forthcoming. As I explained to her, I am disabled and living on social security. My budget has to be adhered to as there is no way I can cover extra expenses. That is the main reason I left my previous provider and signed up with Frontier.

When the bill posted, not only was it much higher than the amount initially quoted, it was higher than I was paying with my previous provider. Immediately, I contacted Frontier customer service and was told there was nothing they could do about it. I tried calling back a number of times and only once did someone actually take my call. As soon as I explained I signed up for the $69.99 promotion, she attempted to contact the Promotions Dept to verify. That call was cut off. I waited for a callback but that never happened either. Not only were they charging me regular prices but they were trying to lock me into a 2 year contract. This became too much for me so I reached out for assistance any place I could find it.

For 3 days in a row I have been calling and like stated been on the phone for a minimum of 3 hours and they are yet to resolve my issue since 1/5/18. I work from home and they do not seem to care that I am losing money. I highly recommend anyone considering Frontier to avoid them. Their wait time are ridiculously long and seem not to know what they are doing. Their representatives get you nowhere and you get different responses from everyone. If they can't help you they will just bounce you from tech support to customer service and it is unacceptable. Please help spread the word on this really bad experience that should not happen to anyone. Their support and care for their customer is low quality and should be unacceptable. Worst customer service ever!!!!

Finally they dropped my bill to lite speed but not until I mentioned it 6 years later. Like really? They don’t even think highly enough to downgrade your bill knowing the services suck. I shouldn’t have to ask! Not to mention when I tell them the speed the only thing I got done was a new box brought to my house. I have about 20 of them and none fixed their problem. When I needed to transfer my services I waited two years for phone and internet. It wasn't until I contacted a Lawyer, money drawn from me twice almost two years waiting when I only moved 100 feet from old home. Then they finally come give me my services back when they were only ones in the area to provide to me.

They wouldn’t transfer services. Had to start new! I feel they are crooks who steal money from GOOD customers! THEY NEED PUT OUT OF BUSINESS! Then to top it all off when I went to shut off services they tried telling me they spent billions of dollars upgrading so please hang on a couple more months! What nerve after 7 years of selling me stuff I never received sitting on the phone for hours every month for the last 3 years. Taking badge numbers WHEN I’m not getting paid for every minute I sat on the phone with them trying to get stuff fixed!

I can count at least 12 times in 1 year I sat on the phone for 3-5 hours then the call gets dropped. Nothing accomplished and no one has enough decency to even call you back after asking for a call back number! Ruthless to customers! Then when your phone is out they only reimburse you 2-3$ a day. What is that covering considering my bill for just phone and internet no tv either was at least 140 a month!!! If us residents and businesses don’t stop this utility neglect who will?

I know a lot more people fed up and moving on from Frontier Communications. Just thankfully we now have other competitors willing to pick up what Frontier lacks! Just to give you an idea of speeds my new company offers data once I run out speeds slow down. Needless to say I never even reached my slowest speeds with Frontier. I couldn’t even download Frontier Secure. I had to cancel! Then never received my money back from some Mesh they said would speed it up. Please it was for distance not speed and they charged 90$ for it when telling me 30 day free trial! I sure hope this does justice for anyone trying to find services in WV!!! DON’T shop at Frontier no matter what they PROMISE!

It's nothing but a lie!!! One last thing, I had to ask for my promotions every so often. Why not just give them to deserving customers! The tech support, customer service and billing is good for is if you're bored with nothing to do they will talk for hours about their self while doing nothing for you or caring if you have a life to live off the telephone. If you consider that ok considering they are getting paid to blow smoke, robbery, fraud and customer neglect! People please stop giving them your money! Now my credit gets the shaft because of this!!! Thanks!

The September thru November billings show a $48 charge for the SmartMesh. The December billing doesn't reflect a credit. The SmartMesh was received by ** on October 3, 2017 at 11:55 A.M. at 9325 Uptown Dr., Indianapolis, IN. The September thru December billings include Frontier Secure Identity Protection twice. It is included with the Secure Ultimate bundle and again farther down with a charge of $9.99. The October thru December billings include a $9.00 late fee. I have been trying to get this straightened out since early October when I got the bill. On the September thru December billings, there are two charges for $19.99. One is for the Personal Security Ultimate Bundle and one is for the Frontier Secure Whole Home Protection. I have asked three different operators what the difference is, and none of them can tell me.

The November billing shows a $71.73 credit. When I asked one operator what it was for, she didn't know. When I asked a second operator what it was for, she said that it was for a service that was canceled, but didn't know what service. I asked for an itemization of the credit, but, I have not received anything. Each month, I have paid what I feel that I owe. I will pay $80 again this month as soon as one of your operators answers so that I can get my online payment account unlocked. So, I am owed $144 for the SmartMesh. I am owed $39.96 for the double charge on the Secure Identity Protection. I am owed $27.00 for the three late fees.

And, I feel that I am owed $79.96 for one of the double charges for the protection plans. If one of them is Whole Home, why is there a second one? The bill is now up to $359.97. Starting in October, I have paid $108.83, $80.00, and $80.00. If I can get the online account open, I am going to pay another $80 today. I have had it trying to get this straightened out. I am also forwarding all of this to the Department of Wisconsin Consumer Protection. Maybe they can work it out with you. From all of the negative posts on your website, this must be pretty much the normal operating procedure for Frontier.

When the Frontier Rep came back on the line, I was told basically I would have to buy Frontier third-party technical support for $12.99 per mo. I placed on hold again when I asked to speak with the supervisor. The rep returning to the line and informed her supervisor refused to speak to me. That is the first time that has happened to me, is that the way Frontier deal with customer service issues. I guess that supervisor doesn't realize that he/she is Frontier representative and formed a negative opinion of Frontier Communications as whole. Since this is America, I have the right accept treatment or move on ISP/TV/PHONE provider.

When I paying you (Frontier Communications) over $2,000 per yr., I think you should have made a better attempt get the correct for my problem. The third-party tech support offer sound like as a Frontier Communications customer. I can put more money into Frontier Communications stock/stockholders pockets, we might help you with your issues. Smart Home has been here for a while and it not going to do anything but improve as each day goes by. Frontier Communications, you may want to technical improvement to keep up.

I called to cancel when I moved in September and they said it would cost to cancel because I was under contract?! I couldn't believe it. I specifically asked 3 times when signing up that there wasn't a contract and I could cancel anytime. I explained this and eventually they waived it and said that my final bill would come in the mail and would be $19.99 for the final month and $10 for cancellation/sending back the modem. Fine. They said I would get a box with the final bill so I could send back the modem. Never received it. Instead, I started getting bills for $76 again. They canceled my promotion and started a new month and billed me for that instead of canceling everything altogether. I called twice to get this fixed and have the correct final bill mailed and I still just get bills for $76 and threatening collection letters. DO NOT USE THIS SERVICE.

This on top of billing issues the entire year that I had service with Frontier has stacked up to be the worst company I have ever worked with. Every customer service rep tells you something different and what they do tell you is wrong. I've had a rep tell me they fixed my bill to match what I agreed to when signing up which took an hour on the phone to only call back a week later and they have no record of it! Avoid Frontier at all costs.

I never once had problems with Verizon. In all my years I have never had the problems that they have brought on and can't figure out how to run a business. It is hard to believe they can still be in business. The product they offer is very satisfactory but the customer service and business practice is as bad as it gets. They only document the parts of conversation and agreement that they want and supposedly don't see the rest in the computer when you call to talk to them.

The drama continued for over a year... the internet connection was terribly slow (speed tests confirmed slower than I was paying for), constantly changing the price, forcing us to deal independently with Dish Network even though Frontier sold us the bundle (and Dish said that they were not able to help us that it was Frontier - back and forth, back and forth), reducing the quality of service and so on and so forth. But then, it got worse! I canceled the service to end on 10/30/17. However, my internet service was canceled over a week BEFORE it was scheduled.

As an ONLINE teacher, I couldn't just let it go... So I spent about 3 hours on the phone getting my service re-established. Turns out all Frontier did was establish a new account for me - charging me for installation of a new account, the minimum of 1 month service (and didn't even cancel the new one on 10/30/17), all without my consent!

Moreover, I was charged through 10/30/17 (with service interrupted for 3 days) on the initial account and another $1** for the new account. After hours on the phone I was told it would be credit back. After 2 weeks I got a new bill. After more hours on the phone I got a COLLECTION notice. After another few hours on the phone. I give up. They scammed me out of a few HUNDRED dollars and wasted hours, upon hours of my life! Don't bother! Frontier is a headache waiting to happen.

I am happy that the Frontier representative that I received thanks to my original post on Consumer Affairs tried to explain things to the best of her ability, responded to my questions and concerns in a timely matter, and finally got this all squared away.

Before this Frontier rep was finally able to help me, I went through 10+ chats and 4+ phone calls, all of which I have records of, and all of which had conflicting information and statements to give me and people who even hung up on me and transferred me to departments that had nothing to do with my issues just because they couldn't answer my questions.

I'm still not happy that it took 144 days, and 3 threatening letters to pay money or be reported to credit agencies. I'm still not happy that I had to pay money with the promise of a refund. Frontier should have a better system for dealing with cancelled accounts and refunds. There is no reason this process needs to be so stressful, and in no way should take 144 to complete.

At most, paying the final bill for the future month that they bill (since they bill ahead) when you cancel should be enough, with a promise to get a refund later. Instead, I was told I didn't have to pay it, could wait, then continued to amass charges after the fact. There is no reason charges should be billed after that bill, and no reason why it should take almost 5 months to finally square this stuff away.

And if they can't get their cancel/payment system straightened out to a point where this can be completed in under 4 months, then due dates should all be extinct until the "final bill" actually happens, because being threatened to pay up for charges you don't even deserve is horrible service. I would feel much better if I amassed all of these strange charges and had them wiped away 4 months later, instead of having to actually pay them and fighting for a refund later.

I loved Frontier when I was using them. Even when it was switched from Verizon FiOS, I was one of the few people who never had any issues with the transition. But I will probably never go back to Frontier after this 5-month ordeal.

Updating my start rating from a 1 to a 2 since I was able to get the refund I deserved, and since Lianne was very nice and responsive, but overall, the system needs changed over there, and everybody in chat/phone/email in billing/accounts/payments/collections/etc. needs to be on the same page and coordinating with each other.

Original Review: Dec. 31, 2017

Frontier is seriously messed up. I canceled by FiOS TV and Internet on 10/6 because I was moving out of state, but I got a bill on 9/28 saying I owed a full month. I prepay, so I would only have to pay for a portion of that bill. After talking with customer service, I was told I didn't have to pay it until the final bill 3 months later, so I didn't. They also sent a mailer out so I can return the DVR, but they wouldn't send it to my new address, so it never got to me. I had to contact them again about that to get a new mailer mailed to my new address, and shipped it out in early-November since it took them forever to get me a new prepaid mailing box.

Next month, on 10/28, I get a bill for over $60 related to TV services, which I don't even have anymore. They didn't have a great explanation of what these charges were for and said everything would be squared away on the final bill. Again, they said I didn't have to pay anything until the final bill. Then, I start getting collections letters saying that my credit is going to get messed up if I don't pay them the first bill they told me I didn't have to pay. On 11/28, I got another bill, this time with no new charges, but showed that I still owed the other two bills. So, as per customer service suggested, I paid the bill from 9/28 and hoped for a return later, but didn't pay the over $60 in charges from the 10/28 bill, as they said I didn't need to.

Sure enough, next month, I get another notice saying they are going to start a collections process with me about the other over $60 amount, and the 12/28 bill had new, unexplained charges for another $60, plus a $200 charge for the DVR, which I returned months ago. So, now I have to pay over $60 to stop them from hurting my credit again. Then, they want an additional $260. This place is a scam. I can't even tell if this is supposed to be my "final bill," because it doesn't give any details. Horrible place. I never had an issue with service, but this cancelation process has been a freakin' nightmare. There is no reason to drag people through the mud like this. I've had to talk with like 10 people over the last three months and nobody knew anything for certain, and kept telling me lies apparently. Stay away from Frontier. Far, far away.

They described something different than my last encounter, he asked me for my work order number, after I repeated it he said that order was canceled and another one was written, but a service tech will still arrive on 12/28/17 to deliver & install a modem. On 12/28/17 I noticed that my internet was not working, I figured it was because of the upgrade. I waited for the service tech and nobody showed up, I called Frontier, asked for the tech department. The staff appeared to be very helpful, they would state they needed to check a few things and place me on hold, and in 5 to 10 minutes someone new would come on and ask, "How can I help you," this occurred at least 6 times having to repeat the same information over and over, a few times I was apparently transferred to the sales department and billing department instead of tech support.

After 2 hours of getting the run around I called the tech support and requested to speak to a supervisor. I was informed none were available, I then insisted that one be found, I was placed on hold and a woman came on saying she was a supervisor, although it sounded like the same person. I again repeated the sequence of events to her, she checked and said that I have internet service, which I clearly did not have, then she said there was an outage in my area which was clearly a lie. I checked with my neighbors who stated the internet was working just fine. She then proceeded to say that it wasn't necessary for the service tech to come to my home to turn on the service, I told her then why would Frontier request me to be here between 9am & 1pm for an appointment and how did the plan on delivering the new modem.

I was then placed on hold several more times and when this person came back on she said I have an appointment on 01/02/18 between 8am - 9am. I am not going to hold my breath that this will happen. This customer service, rather the lack of customer service, is unacceptable. I cannot fathom how an upgrade in service can result in the discontinuation of service, being passed around, placed on hold indefinitely, and having to repeat the sequence of events and provide information to multiple people who appear to be unqualified or unable to do the job assigned to. This sham of customer service should have to face heavy consequences to the people who are trapped in an area in which Frontier maintains a monopoly for phone & internet services. The Frontier treatment of the customer is an example of companies that maintain and fight for control of this monopolies. I have additional dates, times, work order #'s etc if requested.

Now I'm also being charge late fees for "refusing to pay." When in reality, every time I've reviewed a statement in the mail it was incorrect, so I have to call to get it fixed, and then whoever I was talking to would just tell me to wait for my next bill to come in. Which would take 2-3 months and I would still have the same issue. The fact that your overall satisfaction rating is 1 star should say something about absurdly awful you guys are at your jobs. Honestly, how hard is it to review a recording and get back to me and make me another offer if that one was incorrect. I honestly hope this company burns to the ground and I'll never use any of your services ever again.

Updated on 02/02/2018: Not only did every sales rep continuous lie to me about having "resolved" my issue to get me off the phone, but not they disconnected my service and deleted my account after having paid them $200. I was given contact info to email a rep to resolve the issue and I did, but they never got back to me. Will 100% be reporting to the BBB if my issue is not resolved by next week. It's obvious that frontier could care less about their reputation or their customers. I honestly hope this company goes out of business because nobody deserves to deal with anyone who associates with this company.

I understand that problems arise but a 7 day wait to even address the issue? Especially when it is almost always a problem on their end. Last time, we were down for a week and when they got it fixed they said "Sorry, it was a programming error on our end." We have noticed that they are very good at one thing: legal action to maintain their monopoly of our area. Comcast and Verizon have been trying to come into our area for years but have been blocked by Frontier each time. Whatever it takes to maintain the monopoly I guess. And they aren't cheap. We've been paying over $100 per month for just phone and internet.

This company has been nothing but issues every since taking over Verizon. I will be changing to Dish or Brighthouse. They constinitly mess up my bill, I call and they make adjustments again and again to only have them revert to old service and higher charges. Each time they blame the computers or another department.

The newest issues are their service and equipment. I paid for and upgrade to cable speed which required new equipment. Twice they cancelled the install, finally a technician came out and replaced the equipment. He had a lot of problems with the set up and finally got it working. The whole house crashed within 5 minutes of him leaving. I called the company and stayed on the phone with them for one hour and 24- minutes. Finally they said they would have to elevate it and would call me back within the hour. They never called, I called them and the new tech looked through the file and saw no indication that anything was being done or even a ticket for repair. She finally after doing all the same stuff again of restarts and such, because its the protocol, gave me an appointment for a tech to come out in a couple of days. I asked to speak to a supervisor, what a joke that was. Just a bunch of words, nothing of any substance, and said the lady I was talking to didnt know what she was doing and there was no tech coming out. I tried to explain that this was all tied to the install and to have a tech come out. He said it was not and it was a problem over all. I informed him of all the troubles the installer had and said the equipment may be a problem, he still insisted that it was not the issue and they would not send a tech out. I explained my call was not complete as I had no service and the tech must come out. All in all it was completely useless to speak to a supervisor and his goal is to get me off the phone. Checking with my neighbors they currently have poor service but have service. The local area is not down as the supervisor claimed. I feel they will do and say anything just to get you off the phone and have absolutely no dedication to customer service. How can they take over a company's equipment and provide service when there was nothing wrong originally with nothing but issues? This company must be investigated by the State, and I advise that if you can get another company to provide service you use another company.

They came out several times to troubleshoot and replaced all the equipment. One time they came out I finally disconnected my house wiring at the outside box, and connected the modem there to prove to them the problem was on their side (seems their fancy measurement equipment is even incompetent). So he replaced the outside box and even screwed that up as service got worse - found out they didn't strip the wires properly so I did it myself and was able to get the speeds back up but their service still constantly dropped the connections and interrupted streaming.

I finally went back to Comcast and just paid Frontier as they wanted more to cancel the contract than what it would cost to just pay them for 6 more months. So I guess the contract is only 1 way for Frontier. My opinion is they basically robbed me - in their own legal fashion. I will NEVER use or recommend this company to anyone - EVER. Finally canceled service today (waited about 20 min for 75 people in front of me online help) - then it took them over 30 minutes additional just to cancel service. Really? So 1 hr commitment just to cancel service? Even my last interaction showed unbelievable incompetence on their part. Hard to understand how a company like this can be in business at all.

Now they claim that I owe them $340 of my hard-earned money because their employee screwed up. I called and the lady did not even try to help. They could have looked for it again since someone didn't do their job. I did my part in sending the equipment, there is no reason why I would want to keep that old, outdated equipment anyways. So basically I am just screwed because they obviously do not care. Something needs to be done about situations like this, this is actually theft to get their equipment back and then charge me for it. If anyone has an idea, I would love to hear it.

On top of that, they couldn't even key in my date of birth correctly. I couldn't get into my account because my date of birth was keyed in incorrectly they had my birth month, day, and year wrong. How is that possible? You all had to do A credit check??? A mistake on their part, cost me time. I had to go online and provide them with my last payment date and how much I paid. I am so over Frontier. I'm going to need for you all at Frontier to do better!

Updated on 01/03/2018: All through the holiday season no internet service. No online shopping. And still have not resolved the internet problem. Have no internet. They have failed to send a tech to the house and this is a very bad company. Over 3 hours on the phone last evening with no help. LOOK ELSEWHERE FOR INTERNET AND PHONE. This is by far my worst experience with a company. Never once did they offer to send a tech out. 1 month no service.

I spent 1 hour on the phone yesterday with a tech...who basically told me that I was not guaranteed wireless internet, due to 20 other people in my condo complex also having wireless internet (which none of are Frontier customers) which was blocking my wireless signal. The tech advised me to buy devices for each one of my rooms (acts as a hardwire and plugs into my outlets) at $30 a piece and that this would be my only resolution to fixing my internet problems. So he made it my problem...not a Frontier problem.

Being mad upset over this situation, I called the customer service department to voice my concerns and to try to find a resolution to not having any internet service whatsoever. I am then told by the customer service rep, that I need to increase my speed, adding an additional $25 to my bill per month, as she said the reason I had no internet was that my speed is too slow to be able to stream movies. Funny thing is that for the past 1.5 yrs prior to this, I had zero problems and was able to stream movie after movie on Netflix with no problem. When I had explained this to her... She then asks me what I did differently then, than I currently do with my internet. I had to laugh, as I don't even get to use my internet. It doesn't even work!!! I am paying for a service that I am not even being provided. This is the biggest scam for a company. Take my money and provide me zero internet service and poor customer service.

Every single person I have spoken to at Frontier...has a different story in regards to why I have no internet and basically it's not their problem that I don't have any internet service... It's my problem. I would highly encourage you to look elsewhere for internet as this is the worst internet service provider that I have ever did business with. No straightforward answer and no resolution to my no internet issue!! I will no longer be using Frontier for my internet service provider and I highly recommend that you read these reviews on here, where most every person on here, has given a 1 star rating. Clearly they have issues and don't care enough as a company to resolve them and be fair to their customers. Worst. Internet. Service. Provider. Ever!!!! Comcast is looking really good to me now and is going to be getting my business!!! Not giving another hour of my time to a Frontier tech support or another dollar of my money to this company!!!!

Then they charge me early termination fee and chargeback for a promotion. $320. Trying to double what I paid for 6 months of service. Rude customer service. Completely inept. Cancelled 10/14/17... Just got boxes and final bill after updating address 3 times with Frontier. I did not accept these terms and conditions. I had a verbal agreement when I signed up. I will be making a complaint to FCC and dispute with corporate. I suggest you do the same. Obviously knew that I wouldnt be in that location for over 6 months. Frontier is a scam and morally corrupt company in my opinion. IF I ever moved to an area offering Frontier again I would never use them and now won't recommend. Should of just cancelled me and taken payment for your service instead of trying to squeeze every cent out of a customer. I will not be paying.

How they have not been investigated by the Public Utilities Commission is beyond me.

Updated on 01/07/2018: Home phone sudden was disconnected. No one knew by whom or why. Took literally days on my cell phone, crying, angry, frustrated because the phone is the link for an older handicapped man, to get them to listen and accept it must have been a computer glitch? They said it would take 24 days to fix it! After I kept on saying we’ve been customers for years and this was an emergency etc., etc. they send a subcontractor to reinstall the landline days after. Resolved, but now they are charging for INSTALLATION!! Installation for what THEY Removed to begin with!

They are also billing for long distance, out of area calls, because when they Reinstalled the service they installed a - local calling Only - not the service we had for years! Unbelievable! I have a huge bill for what? Maybe, they said it will be credited in next month billing. I want it credited NOW! Why, after all being THEIR FAULT should I be subjected to such aggravation and have to pay for it!