Frontier Communications Reviews

I called in and got a nice respectable young man. I wish I remembered his name, but he looked into it, he found out that my order has not even been rescheduled from when my wife was told about the tech being 30 outside of his/her window. And again I have the printout of the chat conversation Apple and my wife had. The young man then did what he had to do to get the appointment rescheduled for the next afternoon. He went to escalations, he then had to go to business and make sure they understood it was a residential account... AGAIN? This was resolved 4 hours ago. He was able to resolve what he needed to resolve and was back with escalations escalating the call when I lost reception on my phone because of the way home from work I lose reception in spots.

The young man did say he would call back if we did lose each other and I informed him it would be a while before I could get calls again and he said he would try before he got off work in a hour. I did not hear anything back at all when I decided to call again to see what the time frame would be for the next day. When I then received a young lady by the name of Heather who was kind and attentive as a customer support rep should be and she was trying to get a time frame for us when she seen that it was not even out for dispatch but sitting in assignments which is where the order is "getting ready to process" which is odd because I place this order over a week prior. I was then told that escalations will not do anything because it is not a "medical emergency" and that was it. No answers. Just runaround.

We were then transferred to a manager who was bound and determined to drill it into our heads that there was nothing that can be done. She can't even escalate it so our date is now Sept. 25th and there in NO ONE can do anything... This is not true, trust me. Like I said my wife works for a CLEC and has to deal with Frontier Communications on a daily basis and yes managers have the ability to escalate either that call or to a person that could. But the manager kept on drilling saying that no one can do anything about it, then she insulted us with one sentence "Do you know what the definition of NO ONE IS?" and at that point it was escalated and we were livid and after heated words back and forth we were disconnected.

Then as anyone would do I called back and I got another young lady by the name of Carol. She was a nice agent. However while coming back on the line after checking to see if there was anything she could do about finding us a sooner date she was chuckling, what struck me as odd was when she said she was going to check again to see if there was anything she could do again she started to laugh before she put us on hold. Now it could of been she was finding something humorous that a co-worker had said or done, I get that but when she comes back on the phone not 20 seconds later that though hits my mind that it could of been a co-worker or the situation. I'm hoping it is not the latter.

In short I have to now wait until Sept. 25th, 2017 after being told two times for one date, one for the day after and now it's Sept. 25th, 2017. I have to get someone else to sit at my house. I am now letting you know, if you want to do business with Frontier Communications whether it was for phone, cable TV or Internet this is the kind of customer care you can expect. All the time there is a class action for such business practices.

About a year later we began to have problems. Our speed was noticeably slower, it would disconnect without warning and then we would have to reset the modem to reconnect, and my husband and I couldn't be on the computers at the same to read our emails. After multiple technicians at the house we learned their store was full and they reduced our bandwidth by more than half. We called a supervisor multiple times but they never returned our calls or the calls of our neighbors who were experiencing the same problems. Today our internet service is worse than dial-up and we still can't be on the computers at the same time.

Even after calling their billing team, their region manager, and their cancellation team, they all said I had the best pricing possible. My new provider provides internet at over 150 Mbps, I have more channels, including all the sports changes and I'm paying less than $160 per month. Interesting with the new ISP, and the associated hardware, the colors on my LED TV became alive. Basically Frontier is not investing to keep competitive, and the quality of the picture makes the content look very pale. So bottom line, if you go with Frontier, you going with old technology and a poor customer experience.

Then I asked for a supervisor who followed the same party line and backpedaled after saying they had to send a tech out, and said that because they have to do it from there there still a charge. Then when I put in the order my cable went off and internet. And I have 6 days until I move and they can't get the cable or internet back on until I have to call back the collections department because they're the only people who have the power apparently to turn it on after you send in your termination of service notice. All of this horrendous customer service after really crappy internet and cable service that would continually shut off randomly in the middle of shows and have weak signal at best. All of the above are facts and if Frontier actually tapes its conversations they have a record of it.

After 25 minutes wait I talked to a tech who said "oh ya your area has numerous people phoning in for support - they are out there looking around for the problem." I asked for a incident ticket number for Frontier to come take a look at my specific issue. He gave me a ticket number and said the earliest they could get there was 10 days from now. I said, "No. That wont do." He said "well you'll have to phone back tomorrow and tell the next team to try to do better". I did phone the next day. The next tech saw my ticket number and said someone would phone me to set up a time. No phone call all day. I phoned again, tech said she saw the ticket number but it was for "phone" so she was going to transfer me. I said "wait. I don't want to be put on hold, please don't put me on hold, will I talk directly to someone else?" "Yes - it will be transferred right over" she said. 20 minutes later after waiting on hold... I hung up.

I phoned again, next tech took my cell phone number down 'so she could call back in case we got disconnected'. I talked to her about the problems and poor initial support I received. About 15 minutes into the call... The call went dead. She never phoned me back. On top of this all - from the time I phoned the first time with no incoming/outgoing phone, no 911, no internet - it took them 15 hours to deem this was a "common cause", meaning something was wrong and they should look at it. From the time they designated it as common cause - they said they had a target date of 10 days from now to get everything worked out. Awesomely terrible. I've been without phone line now for more than a day, no wind storms, no equipment blow ups, no downed lines. Stay away from Frontier.

Updated on 10/08/2017: I already have a review and thought I would give an update and add onto the poor Frontier experience. After my review on this site - I received an response from their social monitoring service to contact them. I contacted them and once again explained the problem. They said a rep would phone me soon - I asked if anything could be done to adjust my bill for the outage I had. She said nothing could be done until the issue was resolved... Really?? Once again makes no sense. Someone did phone back the next day and said they checked and my modem/router was old so they were sending me an updated one - ok. It arrived about 5 days later and I installed and it appeared things may have been going better but alas - it is not.

I have been experiencing what other reviews have repeatedly reported - once signed up for Frontier I have noticed a consistent degradation in performance speeds, connectivity and problems. We consistently lose connection with the internet for extended (1-2hours) of time. It slowly degrades our performance if we are online till we can't connect to internet at all. Or else it will cut everyone off internet and we'll have to repeatedly cycle power on the router. Also - we are noticing a trend where at certain times of the day, this will consistently happen (usually around 9pm PST). Either Frontier is systematically shutting resources down or their equipment, home based or backbone, is terrible. Broadband functionality is SO frustrating and so often unusable. If there were a no or negative star option here - I would have selected it for Frontier review.

Don't know if he was new or just confused. Why doesn't Frontier just spell out the plans, bundles and services like they used to right on the website?? Every damn thing is dial this number and that number, then someone passes you on to someone else. It takes forever to get anything done. On my acct page there is no option to change my plan to just include long distance without all the garbage I don't need. I thought we were finally at the stage where we could have only what we want or need and pay only for that??? We need more competition for internet & TV service. If I can find a less expensive provider for my internet I will be done with these clowns. I am changing cell service provider this week and axing DirecTV in Dec so these idiots are next!!!

So after multiple calls to tech support about the slow internet, without any improvement, we decided to get out of their internet service and simply switch to another internet provider. But through their shady business dealing, they tried to prevent us by not allowing the bill for the phone and internet services to be separated out. Essentially, they said, "Your internet service alone will cost more than your internet and phone service bundle." So, we kept paying the bundle rate for both services, and cut out Frontier's internet and added a separate internet provider, paying two bills for really no reason.

Next, came time for us to move our office to a new location. We were happy that this would be the time to drop Frontier altogether. Unfortunately, the only company offering landline phone services in our new highrise was... Frontier. Here is the power of monopoly for these carriers and the misfortune it brings for the consumers. Frontier does not give a damn, because they do not have to. They are the only service for the building. What are you gonna do?

Okay, so we called 3 weeks in advance of our move and obtained a move date of Friday Sept. 8, 2017. And the time they gave us? Oh, anytime between 8 am and 5 pm. This crappy company with zero customer service would not even narrow the time to a 4 hour window. So on Friday, our phone vendor comes and move all of our internal phone equipment to the new office location. Does Frontier ever show up to switch the lines? No. They canceled our appointment entirely on their own. Friday evening on the phone, asking "What happened?" No sensible answer, just corporate talk about "Escalating the order for the next available time".

We have spent something like 18 hours on the phone with this company, trying to get a ** tech out to fix and switch our phone lines. When you call their customer service representatives, they outright lie to you that something is being done, your problem is being taken care of, they give a damn about what you're going through, and they will definitely, definitely call you back if you get disconnected while you were put on hold. Call after exasperating call, their people sound like they are answering calls from a living room. You hear kids and dogs in the background.

We planned our entire move based on when our phone and fax service could be switched over, to make sure we do not have our services interrupted. For 4 days now, we have had NO telephone and NO fax, and no way of tracking even who has attempted to contact us or fax us at times very important documents pertaining to our cases. It looks like our lack of phone service will go on into tomorrow for the 5th business day of no business by phone or fax.

Original Review: Sept. 12, 2017

I recently became a customer with Frontier. The technician could not set up my DVR because there was no jack and said to call as soon as I could to cancel cable service. (Not once did he say as soon as possible). Technician was friendly. Not blaming him. I called and they said they couldn't remove cable because it was 4 days after the installation (Mind you it was installed on Saturday. I called Tuesday).

They ended up removing cable and setting me up with internet only for which I will pay $64.99 and got set up under a 2 year contract. I was going to pay $75 and change before with cable. I looked online and told the frontier representative that there was a deal for $55.00 150/150 Internet, she said she could not give it to me because I was locked in a 2 year contract for internet. To change it to another person living under the same roof I had to pay $240.00. Worst Customer Service ever and I was speaking to their retention dept. What a joke. Frontier needs to be more understanding and help their customers out.

So in effect, a user must know their own renewal date and coordinate termination to coincide with that date or pay the fee. Keeping track of a date for over 20 years with a cable company was not a priority to me. Having Frontier assess a $200 early termination fee after being a loyal customer for 20 years shows how little they value their customers.

Now mind you there was zero cancellation fee but the next month I received a bill for 166$ for services. I called and spoke to customer service and explained that I never once used the internet service, they apologized and said that they would send for a credit on my bill. A month later I get a bill for 269$, I call again and explain the same as last time, again I was told not to worry that sometimes a credit takes a while. I get another bill stating that I must pay, I call and speak to 4 different people, the last lady assured me that this would be taken care of and guess what I got in the mail last week? A letter from a collection agency stating that I must pay in full or this will adversely affect my credit! Frontier has charged me for a service that I never got to use... their customer service comes off friendly but they are snakes in the grass! Shame on Frontier for not standing by their word. I do not suggest anyone to use Frontier Communications ever!!!

Other Frontier personnel had completely different stories for what was going on - showing that I was being fed stories. They kept offering to schedule future appointments further and further out as if the only thing they could do was schedule appointments and confirm appointments with no assurance that anyone would show up or fix the problem. When I asked them to check with their engineering department they said they could only leave notes but not actually communicate with one of their own departments! Call wait times are incredible. After promising services at what seemed like a competitive price they ultimately did nothing but waste my time.

I have never had so many people from one company make more false representations and fake apologies. They will promise you anything to sign you up and get you into their billing system but they will never deliver. They will waste a lot of your time and then forever send you bills for services that were never installed! Frontier is the WORST cable company ever. Don't get mixed up with this company - don't be fooled by their promises.

I call every day, and leave multiple messages for a callback. Nothing. I finally pay my bill to avoid credit damage. I call Frontier's hotline, and realize I was lied to about the installation fee. All solo internet services have it. I would have never signed up if that was the case. I hassle with the associate until she finally gives me the supervisor. I repeat the story, and she agreed to give 50% of the installation fee back. She says an internal investigation will be done on the sales rep. As a company, you should treat your customers with respect. The right thing to do would have been offer a reversal of the installation fee to win back a customer's faith. Why would a customer lie about a small $80 fee? Shame on you, Ramsey for being a scumbag. When they listen to the phone records or catch you lying again, you will be in trouble.

I called Frontier the following day and informed them of my problem. The person I spoke with informed me that she could bump me up to 15/3, which is still ridiculous, but I was willing to give them a chance as they had been great thus far. She said that it would take effect within a few hours, if not a day. When I noticed that my internet speed still hadn't increased after 4 days, I called and found out that the note was never made about me getting increased, so it never happened. I decided to cancel my account then as I realized I would never get the internet I was promised and desperately needed.

I then made a separate phone call to make sure that the bill was settled. She informed me that I had an outstanding balance of over $250, which I never would have known had I not called. She informed me that she is requesting it to be dismissed due to the situation I just described above. She said to give them a couple of months as that's how much time they need to settle these things. She also informed me that it will not go to collections as it was not a settled bill. I was concerned about this because I have excellent credit and would not want something like this to ruin it.

I then received a letter from collections on Sept 6 regarding the outstanding balance. The agent I spoke with said that I had to pay the bill since there was no record of them telling me that they had offered me a different service than what I received. I now realized that you have to get everything in writing with Frontier or they will charge you over $250 and submit it to collections even though there has not been any communications from them at all that there was an outstanding balance.

The agent I spoke with also said that she receives these types of complaint a lot, which leads me to believe that this is a typical practice for Frontier. I decided to pay the balance as I don't want it to ruin my credit though I really can't afford it. I decided to pay it online but couldn't because of their system. I called again and was told she couldn't take the payment over the phone and I had to do it over the automated system, which incurred an extra $3.50 fee.

I call EVERY MONTH and get the same lies and promises that this issue has been resolved and indeed we do not own any monies to Frontier. Then 30 days later, we receive a letter that the dispute of money owed has been denied by Frontier and the collection agency has placed our account into collection AGAIN. This has resulted in derogatory information on my credit bureau and I am fed up beyond belief. I’ve filed complaints with the FCC with NO RESPONSE at all. What does it take to get this company to be held responsible for their obvious SOP of bullying, flagrantly lying to the public and causing undue distress via derogatory credit bureau information?

I finally was able to get someone to help and he brought the bill to $350, he explained basically it was a complete mess but she still somehow owed $350. I sent an email to the President of Frontier and his admin basically told me that's what she owed so the - end. I just responded to her letting her know that my 71 yr old mother doesn't have the means to fight Frontier but I do! How dare they send someone to her home and sell her services she did not need! I'm fairly certain she's not the only one this has happened to.

The first person I spoke with was Louise. After describing the problem and giving her my name, address, phone number and pin number she had me do the reset two more times before our phone connection was cut off. I waited about 15 minutes and phoned the customer service number again but this time it was Edward who was in another state.

After giving Edward my name, address, phone number and pin number and explaining the problem he had me remove the cable from the cable box and turn off the power and again do the reset and again the same result. He ask me to check the cable battery that is located in my garage. For that I have to move my truck. During that our phone connection failed. I waited about 15 minutes for Edward to phone back. He did not.

I again phoned Frontier's customer service number and spoke with Mathiew. After giving Mathiew my name, address, phone number and pin number and explaining the problem he had me turn off my internet cable modem, the TV cable box and the cable box in the upstairs bedroom and do a reset. Again the same notice "CAN'T SET CLOCK TO CABLE BOX." Mathiew put me on hold and after a few minutes our phone connection was lost. I waited about 15 minutes for Mathiew to phone back. He did not.

I phoned Frontier customer service for the fourth time and spoke with Dean. After giving Dean my name, address, phone number and pin number and explaining the problem he had me try resetting several times to no avail. He put me on hold and of course after a few minutes the phone connection went dead. I phoned Frontier for the fifth time and spoke with Aaron. After giving Aaron my name, address, phone number and pin number and explaining the problem he had me do the reset several again and then put me on hold. You guessed it, again the phone connection was cut off.

We still didn't have any TV service. I phoned Frontier for the Sixth time and spoke with Dillon. After giving Dillon my name, address, phone number and pin number and explaining the problem again, Dillon tried some remote testing and called his supervisor for more help to no avail. I pleaded with them to please send a technician with a working cable box as I had now consumed about four hours trying to get our TV service working. Dillon finally relented and gave me a Ticket Number **. He said the first available date for a technician to come to my house was on September 12. That was eight days away. I told him that was unacceptable. He was sorry but that was the best he could do. I told him in that case I no longer wanted Frontier as my service provider. Dillion transferred my call to a service disconnect number.

After giving the lady my name, address, phone number and pin number and explaining the problem she said she was sorry but September 12th was the best they could do. I told her that I saw Frontier repair trucks in my neighborhood quite often and couldn't they drop off a working cable box and I would install it myself. She said no they couldn't do that for various reasons. She said don't worry, I can get a refund for the days I didn't have any TV. I told her that unless my TV service was restored tomorrow I would switch to another provider. She said, "Well you do what you have to do." And that was that.

The next bill came and no correction had been made. I placed at least 6 calls to correct the error. I was assured by three different customer service agents that the account would be dismissed. The last time I was told this was on August 16, 2017. I received a letter from a third party collection agency dated August 18, 2017. The letter demanded that I pay the bill in full or suffer negative consequences related to my credit scores. I immediately called Frontier to press for resolution and retraction of the collection agency involvement. Frontier told me there was nothing that could be done because the account had been closed and sold to the third party. I continued to insist that this problem was created by Frontier and them alone.

The supervisors that I spoke to at Frontier's collections department were unable to help me and could only offer the phone number for the third party collection agency. I sent a dispute letter to the collection agency and I filed a complaint with the FCC. After going through all of this for the better part of 2 months, Frontier finally called me tonight 9/1/2017 to acknowledge that what I had told them all along was correct. I was told that I did not have to pay the $359.70 and that it would take at least 30 days to get the collection agency to stand down. I will be checking my FICO scores to see if anything negative shows up. I would not recommend Frontier Communications to my worst enemy!

I was paying over $125 a month, was able to bring that down to over $100 a month for a phone that works randomly and internet 100/100 that only works if you plug directly in the router. Tech comes out does some work on the outside box, two days later I phone, wifi again is horrible. Call to schedule another tech to come out, tech tries to replace my Verizon router to the Frontier quantum, horrible signal so switched back to Verizon router, I decide I don't want their junky equipment. Two days later no phone and wifi is horrid. Call again, tech comes out and first cannot find problem, then comes back and says equipment was installed backward and the problem is fixed. Few days later same issues. Another tech comes out and spends a few hours trouble shooting outside lines and box, finds the box is melted, something caught fire, replaces it.

Phone is now fixed, wifi is the same horrific signal it's been unless you use it between 1-5am, what a joke. Speed tests give me 2/5 when I pay for 100/100, yet that's hardware guaranteed only. Might as well have dial up and American online. So today tech comes out and can magically fix my issues, there's a catch... we need 3 of these things to get what I want and another if I want my other kids room to be able to access the wifi, at $70 a pop the problem will be fixed. Oh and I failed to mention driver only had 2. They improve the wifi but why should I have to pay for something to be fixed by a company that has on. Unwrought occasions tried to fix? Well I call customer service, surprisingly they won't just give me the equipment that solves their trouble ticket at my home. Then they have the audacity to refund me for 8 days of use at a whopping $11.

Further I'm asked if there's other service available to me in my area because they don't recommend losing customers but another service might give me a better wifi signal. "No, remember my home has walls (sarcasm) no wifi will be able to penetrate the force! I would switch but you've monopolized my area" I tell him. Maybe after dealing with this and writing this I should see what AT&T has to offer with a personal hot spot and extra data. I'm sure it will be better and less than Frontier. Steer clear of Frontier

When we told Frontier they said we have to pay an EARLY WITHDRAWAL FEE of $400.00. This was after more than 3 years. What they do is AUTOMATICALLY roll over the service and EWF every two years!!! In other words if you EVER leave the bundle you have to pay $400.00!!! It is a ETERNAL WITHDRAWAL FEE!!! They are a TOTAL RIPOFF company. This company NEEDS TO GO OUT OF BUSINESS FOREVER!!! The management said basically we are out of luck and join the ranks of the VICTIMS!! Very angry!!!

I was assured that they were coming back out that night. 8:00 p.m., nothing. Yet another call to Frontier, to be told, "Yes, it's still scheduled", sure. 11:00 p.m. and I called again only to find out that the ticket had now been put into a "completed" status, yet no one completed anything! So, they had to create another ticket. I check online to verify they did in fact create another ticket the next day and lo and behold they have my contact information down as "999-999-9999"! I called and spoke to a supervisor this time and, yet again, had to explain my situation (I am to the point now where I just tell them to put me on hold while they read the notes). He said it was put on "expedited" service but scheduled for the 29th.

Well, here we are at the 29th and nothing yet. We switched from Xfinity because of rising prices, however the extra $100 per month that we were spending is looking quite good right now! Oh, and our tv channels went out on Sunday! Odd it took a week for that to happen. Frontier is terrible. We have only had the service since the end of December - eight months. No one seems to know what is happening. When you call in, you should NOT have to explain yourself over and over and over again. I think I'm calling XFinity today...

It's the same area that I had with Verizon, no other changes except Frontier Communications. With Verizon, it would get slow, but nothing like it has been with Frontier. I reduced my payment amount (10-15$ per month) to reflect my reduction in Internet service since they don't feel the need to provide me with something for which I pay. They said that I need to call every time it goes down... Really?! Daily! I don't have time to go through the hoops of troubleshooting for an hour or more with them daily. Because I live in a rural area, no other Internet provider is available. When is this situation going to be fixed? I am not able to submit attachments because the service is down to .67 mps, not even 1 mps when I pay for 3. I will have to send attachments at a later date.

On 8/17/19 of the 25 month a bill was sent for more the double my monthly total. On Wed. 8/21/19 I received the bill and on 8/23/19 @ 4:55pm (48 hours after receiving the bill) I called and cancelled the service. After canceling I was transferred to a 2nd rep to dispute the charges and request an updated bill reflecting what I actually owed. I was told that 1) once Frontier bills for the month the consumer pays for the month. They do not issue prorated bills. I explained I do not pay for services I do not use. The Rep then stated I would receive a call within 30 days.

Never received a call, only a new bill $20.00 higher. I have all the above info documented with names of reps I spoke to and their employee ID #'s. Frontier has sent my compliant to a Collection service with misleading info stating I did not cancel service until 9/15/19 I would advise anyone thinking of using Frontier for any service to get "Agreements in writing or better yet if you can, go elsewhere".

Original review: On 7/24/17 I decided to call Frontier re: TV and Internet after 20 years with Comcast. It's been 1 month today since I started this "Journey". I always keep notes of my conversations, so what you see below is all verifiable. Have Spoken to 23 CSR Reps and or Managers. 1-5 entered my name incorrectly and when I corrected it the next Rep spoken to needed to fix it again. (All had my name as "**" when it is "**" spelled out for each of them".) 6 including 2 mgrs promised to call me back and never did. The last one (#22 of 23) took my phone # "In case we get disconnected". Within 2 mins the phone disconnected and I did not receive a callback.

It wasn't until the 16th rep I spoke to that I was able to place an order. Why? As mentioned above My name spelled incorrectly, 10 calls of stating my address as "**" and no one could figure out in their system that Unit M34 was the same as Apt M34. So I place the order and the "Deal" was TV/Internet for $80.00/month for 24 months including free HBO. I asked the rep "Is that my final cost?" she states "1st month $122.00 next 23 month $80.00". I ask again "That's it, no other hidden charges"? She states "YES" So I enter the order.

The Installation Tech shows up in the first half of the 4 hour window and is out in 1 1/2 hours. Great service! Took me 3 day and 2 reps to get my "Free HBO". Frustrating! Fast forward 2 weeks, Received my First bill for 25% more than quoted. With charges for "Shipping my router to the Tech", Video, Regional sports fee... None of this was mentioned or agreed to by me.

I was warned about this. Horrible Customer Service and Incorrect billing. From who? My Son who worked for Frontier for a short while and 3, yes 3 Installation Techs I ran into and asked questions about Frontier. So far other than a 15 min inconvenience of disrupted service I'm fairly happy with TV/Internet but wonder if it was all worth it or what other problems will I have to deal with in the future...

Original Review: Aug. 21, 2017

Horrible reception both phone and internet for years in the mountains. Then, when I called to close a perfect paying account I had for 19 years, I was told I didn't sign up for an opt out that allowed you to close account in the middle of a billing cycle... So tell me, how do they justify that? Unbelievable and obnoxious customer service policy. I have never written any company a bad review before today.

Original Review: Aug. 20, 2017

Products Ordered: FiOS TV Standard Whole - Home DVR, FiOS 50/50, FiOS Custom Essential. Products Removed: HD Set Top Box, HD Set Top Box, FiOS Internet 25/25 Mb, FiOS TV Extreme HD. Before this session goes any further, I am NOT going to waste another HOUR of my time. I have been on several chat sessions for the past month and get a different answer every time. This is my issue that I have been dealing with for at least a month now.

Changed service trying to save money. Was told that since I had an outdated Verizon plan, I would have to be changed to a Frontier plan. A contract was needed but I was told by Shakina, I believe her name was, that there would be no termination fee. I asked her several times. I was told the change would take affect August 10, 2017. I would be receiving boxes to return the old equipment and would receive one DVR in place of the two old set top boxes. August 10 came, no new box but I received the boxes to return the old ones. So here we go, chat again, and I was told by another person it would be 7-10 days from August 10 to receive the DVR.

Here we are 7-10 days later and still no box. So here we go again, chat again yesterday, and I was told by John **, that the DVR was not ordered and I would have a termination fee. Meanwhile, I am still being charged my old plan fees and have less channels based upon what changed to, again trying to save money. It is funny that John **, who was actually very helpful, was able to find the amount that I was quoted for the revised plan that I requested on July 21 but there was no record of the chat of there being no termination fee.

I have already filed a complaint with the Better Business Bureau and sent a message to the Office of the President at Frontier. I was told there was no email address that I could send my complaint to. I want everything recorded. My next step is to contact a local TV station with consumer advocates and then social media. I am tired of dealing with this nonsense and want to terminate my service, but I am stuck at the moment because I cannot return the old boxes because I have no DVR to replace them with. And in order to switch to another provider, I have to get this issue with the termination fee resolved. This is the worst company I have ever dealt with.

The technicians they send to this area are not any better. If they do make any repairs it is only "patch work". They will tell you they know exactly what the problem is–in our case–a line that is exposed and goes out when it gets wet. They have been giving the same excuse for years. The amount of money that Frontier brings in by overcharging their customers should be more than enough to repair any phone lines that are damaged. It is beyond frustrating to constantly have to request to have your phone lines repaired only to have them go out again a week later.

First time I contacted them was via internet chat. The support person asked me to disconnect my main source, and after I hadn't had any response from the tech for 10 min of waiting, I realized it was because he disconnected us over the internet by asking me to unplug the source (I have internet and cable with Frontier). Should he not have understood this? No call from him to try to reconnect. Just one problem out of the way for him, I guess. Next, I used the phone to call customer service. After over an hour trying more diagnostics without any results, she started a ticket and said I would have a tech visit 3 days later. I planned a day at home (very difficult) and no tech. I waited for a call. Nothing.

I called back again, and explained the issue... Again. This person said they couldn't make contact with me. I'm not sure how since they were able to repeat my phone number back to me. I had no calls and no voicemails. Well, we moved on and instead of starting a new ticket, this person made me go through another round of diagnostics. Eventually, he said they were doing a "major reboot" so I would need to wait 15-20 mins, check the result and callback if it worked.

I knew it wouldn't work, I've been through all of this. I was not pleased he hung up with me and expected ME to callback again and wait on hold AGAIN, and explain my situation AGAIN. I was correct, the reboot, did nothing, still no solution, still not getting the tech out like I requested. This should have been a 2-min phone call. This contact ultimately took 3 hours! Apparently their time (sending out a tech) is far more important than my time - the hours they made me wait and call and want to slam my head against a wall.

I pull it together, and call again. I'm on hold for much longer this time. Finally get through to someone and explain it all again. I give her the original ticket number and she said it was nowhere to be found in the system (so how is it the last person said they couldn't get through to me? I think it was never in the system to begin with because I couldn't find it from my account page either before this whole mess). Then she transfers me to the tech again, which was a 45 min wait. Once service rep finally gets through, she didn't respond to the tech quick enough, and the tech hangs up. Now my service rep is upset too with her own people. She transfers me again, but this time, she leaves me to fend for myself (not waiting on the line with me).

So AGAIN on hold. Finally get through. He needs me to start from the beginning - including account number. Are you kidding me? Once we get that out of the way, I explain AGAIN my situation and I just need him to send out a technician. I told him I've done diagnostics 4 times at this point, and I'm not doing it again. I was clear. He asks a few questions and then starts asking me to try things with my cable box. I asked what he was doing - I wanted a technician like I was promised 5 days ago at this point. He said, "Oh you just want a technician?" (!!!!Argh!!!!) YES! That is what I just asked for when we started talking. So he takes the liberty of scheduling me on any random day not asking about my schedule (we've already established they do not care about the customer's time), and said tech would be at my house between 9-5? What?

When they sold me my box, they had no problem setting up half day blocks. The guy on the phone says that's not what's available. They're full days. And they don't do weekends. I asked how someone with a day job gets help, and get "I have no idea" as a response. So now, I AGAIN have to plan an entire day to sit at home waiting. It's unreal. Stay away stay away stay away!

When I called to complain I was told that the charge was being reversed but at the end of the month I discovered that it was still there and they had tacked on a late payment charge. Meanwhile the service had become even less reliable and was going out every time we had a hard rain. It also required the modem to be reset daily. At long last I gave up and cancelled the service after just 4 months. And Frontier's help is so incompetent they couldn't even do that correctly. At the end of the month I got a regular bill and found out that they hadn't really cancelled my service and were still billing me. I was furious and had to spend another hour on the phone arguing to get the service cancelled retroactively and get the charges eliminated.

Finally they got my service terminated. But the fun was not yet over. As a parting gift they charged me another $90 for "installation fees". They said those had originally been waved but now had to be added in since I hadn't maintained my service long enough. Seriously this is not only the worst utility I have ever dealt with but the worst company period. They offer a terrible product, consistently lie to you and have criminally incompetent service personnel. If I could give them negative stars on a review I would.

The computer is asking you for your phone number just is to make it as hard as possible to get a hold of a representative, and then they just hope for you to hang up the phone and not get a hold of a representative. You ask the agent your question then they say, "Let me put you on hold as I get this information for you!" What? Two things, first of all, I just waited on hold forever to get you on the phone, and you don't even know how to assist me with me with this issue, so you have to look up how to help me with my problem. So first thing the reps are not even trained to assist you with your problem. That is absurd these reps don't even know how to help you first of all.

Second of all, you have to wait on hold even longer for the rep to figure out how to help you with your problem. Next the rep instructs you on how to fix your problem and if you make a mistake the rep is as rude as possible. A rep is supposed to be patient and to help you resolve your problem but at this company they just assume you already know how to fix your problem and just get mad at you for making mistakes! That is just ridiculous!

Now they finally fix the problem and I say, "Thanks for your help. Bye." And then the rep says, "No no no just wait". I say, "Ok". Then I get a reply saying. "Oh we would like to offer you a big discount on an internet plan or a tv plan". I say, "No. Thank you" very politely but then the rep says, "But this is a great deal you are just really missing out!" I say, "No" then I finally get to hang up with these terrible reps. So that is my terrible experience with Frontier Communications. The worst customer service team I have spoken to in my lives. If I could I would give them no stars but Consumer Affairs requires me to at least put one star for this company. If I were you I would try your very best to stay away from Frontier in the future. I hope you enjoyed this review!

Supervisor after supervisor and the best they could do was 20 days to have someone come out and install a new box because someone in the office didn't do their job correctly. Lastly, transferred to the retention department not sure why it's called that as they offered no solutions or other options. I have found another provider and they will be out tomorrow and will be able to have my service back.

Like all the other reviews that are going unnoticed by this company, hopefully it will help those looking for service in the future to avoid the displeasure in this company going forward. As most of us in the business world know 1 bad customer will generate hundreds of lost or potential customers. Guess that doesn't concern this company cause they just inherited millions from the recent change, but eventually and hopefully soon they will realize the customer is important.

UPDATE ON 10/18/2017: I have ended my service with Frontier as they mismanaged my account and weren't able to get my service back up for several weeks. After speaking to all different levels of supervisors and the retention department to end my contract. I find that months later I'm being billed for service I never had and the notes in the system say nothing about my experience except that the rates went up and I didn't agree to them. This is so wrong and feel that before others get stuck with this company that cares nothing about the customer, and only about the money. I'm not wasting any further time contacting them, and if someone from this company can please reach to me to rectify the situation that would be greatly appreciated.

They DO care however, if you can't rattle off account number. Need to "prove" you are who you say you are. Not only did I spend hours on hold, I had to keep convincing people that I am who I say I am. Very frustrating. Unfortunately, we are in a rural area, and have NO CHOICE in landline carriers. I wonder about the state of the infrastructure here, that it takes 4 days to get a technician out. The largest "big city" within 20 miles has a population just over 8000. I don't think the cows here are using landlines, so why the delay?? Don't bother asking, no one knows... or cares...

Next month I saw that unpaid balance plus new high bill again. Called again spend hours and they promised it is resolved. 3rd month bill amount went to over $ 550 cause they keep adding it. And this time when I called they said we cannot do anything you cannot have the old promotional price and you have to pay all these extra charges. They supervisor said I agree it was Frontier mistake but we cannot do anything about it and you have to pay it and keep paying high bill. Worst customer support ever and con company in charging their customers over. I am not only switching to any other service but will also never recommend Frontier for anyone.

After waiting for from 7:54 pm to 9:10 pm with the online live chat we were connected with (Zachary) but we were not able to figure out why all of a sudden our service was acting up due to his lack of response and even try to call us back. Next option was to try the phone number again and finally, my wife Terry was able to get very limited help after going through everything all over again including swapping out set top boxes and still could not get the set top boxes to communicate with the server. Total waste of 7 hours of grueling and frustrating time on the phone, the customer service representative wanted to initiate a service call and set it up for a service technician to come out one week out on 8/16/2017 with ticket number **. As far as we are concerned you need help in training the right people in customer service department, therefore, we are discontinuing our cable, internet and phone services at $215.87 per month.

We were customers of Verizon for 6 years without any issues. In the past year with Frontier it has been poor customer service and frequent outages. When we called the first time we were still under the "Verizon" contract, so we technically were eligible to receive a "new client" offer. But since they canceled this deal, we are now considered current customers and it is not available to us anymore.

I called and told another woman that my bill was supposed to be $168, not $320. And that for this month, since I already paid $347, that basically my bill should be $0, because for the last 2 months, It should have been $170 and $168 which is roughly $340, which is the amount I paid in full when this whole fiasco started. She said all my credits are still "in dispute" and should be reflected on the next month's bill. However, my auto pay was still going to pull out the amount of this month's bill, which was the balance shown (about $168).

I said, I should be paying $0 this month since I paid $347 two months ago which is about 2 months of $170 and $168. And she said she knows, that everything is fixed now, but that because I'm in auto pay, that it will still pull out what the bill says, even though the bill is incorrect and I have these pending credits. So I stopped Auto Pay, and told her to put in the notes that I am not paying any money until this gets resolved, because actually, Frontier owes me money for overcharging me (and pulling out through Auto-Pay) the $347 from 2 months ago. Ridiculous that they can't offer instant credit and fix my bill on the spot. That once a bill has been generated, nothing gets fixed until the following month. We will see what happens next month! If this continues to be a circus then I will cancel my account.

I made a payment to the Frontier bill pay website yesterday on August 7, 2017. When I visited the website today, it's showing that the payment is pending and scheduled for August 9, 2017. There is no reason why a payment through the Frontier bill pay website should take 3 days to POST. If I make a payment on the due date, it should POST on the due date. I pay most of my bills online and NONE of them play this UNETHICAL game with their customers! Frontier Communications is the only company that makes the bogus claim of posting my online payment 3 days later so they can charge me an exorbitant late fee. THEY NEED TO CHANGE THIS POLICY. Their billing system is sneaky, underhanded and unprofessional.

Updated on 08/24/2017: Frontier Communications is the worst, most incompetent company on the face of the earth. I have been trying for 3 weeks just to get a simple dial tone back on my landline phone and those idiots can't even get that right. When they schedule a tech visit on a certain date the field guy never shows up after I take time off work to be home waiting. I call them to ask "where is the tech person at?? He's not here like you stated between the time that was scheduled." Their response: "Oh it's actually for tomorrow. Sorry". A pack of filthy GD ** liars.

I call back to give the receipt number, and am told by yet another rep that I owe 142.00, so I call the automated system pay 25.00 and call in the receipt just to be told that they could not accept a called in receipt. I went all weekend with no service, call today and am told it could be Wednesday before the payment post... Called back 20 mins ago to find out the pymt is posted, customer service is closed and my account is still off. I truly am disgusted with this company, as of 09/15/17... I am switching to Spectrum!

I called a 5th time and the woman did some kind of test and said it came up as, "loss of signal." She set up an appointment for August 3rd for a Frontier technician to come to my house. He did show up on the 3rd and he looked at some things and replaced some things in the box on the side of my house. It still wouldn't work, so then he stood in my kitchen and said, "There are no good ports to switch your line to. Call and cancel your service. Frontier only cares about Florida, California and Texas."

So I had no choice, that's what I had to do, because Frontier does not care about or want their customers. It's about a half mile of underground line that needs to be replaced to fix the problem and they absolutely refuse. This really ** us over because we can't get anybody else out in the country for Internet and we can't spend 11 hours a day in Subway trying to upload our daily video to YouTube because public wifi here is very slow. So we have had to shut down our YouTube channel, which is very devastating to us and our subscribers. I was a long time loyal customer and they just threw me in the dirt and walked away! I can't believe they did that! Avoid Frontier Communications like your life depends on it!

I am now unable to call tech support. After answering that the problem I am having and stating that it is from my phone number they simply disconnect the line. Last known time I was on with tech I asked to speak to supervisor, I waited 30 minutes before I gave up. No contact since. I live in a ** state that allows companies like frontier to have a monopoly on our internet service. I cannot get service from anyone else. Thanks to the great state of WV, SCREWING ITS CITIZENS AND TAKING KICKBACKS, FROM FRONTIER FOR THEIR MONOPOLIZING CONTRACTS.

Original Review: Aug. 3, 2017

Signed up with Frontier Internet almost 3 years ago when they offered DSL internet without having to get their phone service along with it. Download speeds were livable up until 6 months ago, (3.0 mbps) We had the buried drop to our house replaced, which upped our download speed to 5.2mbps. Have called repair several times and am told that there are 10 1.5mbps lines feeding a control box, which probably has 45 customers working out of it, with more added all the time, 10 times 1.5mbps equals 15mbps, divided by 45 customers equals 0.33.3mbps download speed. Currently, I get 3.0mbps at four in the morning and from 10 AM till 11:30 at night it will slow down to 0.03mbps. I suspect a customer or 2 is running a website in their home, but no way to prove it. Am thinking of switching back to Hughes internet, as even after being ** for going over their limit, it would still be faster than 0.02mbps.

They said I still owed the original balance but would email Frontier to research my account. Fraud! Their rep cleared my account; I paid it; that should be the end of the story. Aug 13 my account will go into collections and while I was told I would be contacted on the outcome of my complaint, I still had to make the call. I will pay the said amount so I don't go into collections, but this fight is not over!

Original Review: Aug. 2, 2017

August 2, 2017 - I cancelled Frontier's services on May 22, 2017, The same day Time Warner (Spectrum) was installed. No instruction was received from Frontier about sending their equipment; so I called them & they sent instructions and a box to return them. So I returned the equipment on July 10th. I was charged for June, then for July, when I saw on my Discover Card these two charges, I called Discover, they started a Dispute, and said they would contact Frontier, but Frontier never responded back to Discover. The June & July bills were reversed, and Discover blocked them so no further charges would be accepted as the billing was on Auto Pay. Then at the end of July I receive by direct mail a bill for $141.06 for the month of August. $141.06. I have contacted their office of the President, of which I received a polite reply to help me.

The lady "Sara" after checking through my paperwork via Email, said she had verified that I was correct in my complaint of all the overcharges, but she was required to send it to another office person to review it. Then if it was agreed (or similar words), the overcharge would be reversed. She asked me what was the phone number that I had called to cancel their service, but I am not sure which number, I had asked the lady I talked to for confirmation number, and she said that was not needed, then I asked her name, with no response the phone was disconnected. I am going to send another Email to "Sara." My last response was on July 31st. I found a phone (one of many). Perhaps it is the one and send it to her.

My last message with Frontier was on July 31st. I have had numerous calls with different people regarding this, at the beginning, I was told by several that I had credit refunds due; then the reverse. Finally was directed to a department in care returns, etc. I talked to a "Chris," who verified I would receive credit refunds back to my Discover Card with 3 to 5 days, it didn't happen. For all the harassment and pressure I have received from Frontier, I will never suggest to anyone to use their "services."

After explaining that I work from home and I depend on having internet to do so, he told me that I had to wait one week for a technician to come out and fix the issue that they created, and that I would have no internet until that time. I told him that was unacceptable and that I need to speak with a supervisor. I finally got to talk to a supervisor who was much more helpful than the tech agents. After explaining the situation to him, he told me that employees always tell the customer that upgrades may cause disruptions; I said I was absolutely not informed of this, and if I had been, I would not have chosen to upgrade my speed. He told me that a technician would be here tomorrow between 10:00 am and 11:00 am.

That means I lose more than a full day's work and spent hours on the phone with Frontier talking with people who could care less all because they did not inform me of possible internet disruptions due to upgrading my service, and then tried to make me wait a full week without internet. We'll see what happens tomorrow, but I may just cancel my service with this company.

At 12:30 pm they still had not come so I called again and this time I was told that my appointment was for not until July 27th. No I told them that was wrong and the person earlier verified my July 20th appointment. I told them that I would not have made an appointment for July 27th for I already had other appointments on that day. They probably just decided to change me and didn't bother to call me. We then changed my appointment to July 26th between 1 pm and 5 pm. On July 26th I decided to call Frontier just to confirm my appointment. I was told that I didn't have an appointment on that day but my appointment was still for July 27th.

At that point I asked to speak with a supervisor. I explained the whole situation to her and told her what are you going to do for me to keep me as a potential customer for all the trouble that I am going through. I was told that she would credit me certain things. I said ok. I then asked her to let's verify what cable services I ordered. When we got done she quoted me the cost of 159.00. I told her that I was quoted a cost of 143.99. She said no that is not correct. Well after we argued somewhat I decided to cancel my order. I did tell her one thing and that was she needs to train all her sale reps because every time that I spoke with someone different they give me different answers. I will stay with Spectrum.

Frontier Communications has totaled up about $1,000.00 in fraudulent charges, and they will never even answer my claim. These companies avoid the law by refusing to give you a non-PO address to prove you sent a legal "statement of claim". This is their scam; you cannot prove the delivery per a FedEx. There is nothing you can do per expense of an attorney, and they put me on hold for hours until I give up. Great business model = scammers.

I never heard from or saw the techs, no follow up calls. And they only gave me a partial refund after being told the issues I had were going on for months! Now, I have to do some firmware update and it's locked me out of nearly everything and I've been on hold for tech support for 30 minutes after the chat tech couldn't do ANYTHING! I completely and utterly LOATH Frontier internet. They are horrible and if you ever have any options for other service then go with them!! THEY ARE HORRIBLE!!

My complex has a contract with them so we cannot get any other service. I have chosen to not have any services. Now if I want to use the internet I hotspot my phone. It sucks but I would rather have slow internet than to have internet with this company! DO NOT GET SERVICE WITH THIS COMPANY!!! You will regret it if you do!!! They will not even get you a supervisor on the line if you ask for one... They get scared of their job and either hang up or transfer you back to the automated attendant... Frontier will not get anymore of my money!!

After being told we would have to wait 3 weeks to get our account reconciled, they turned off our internet service. They would not turn it back on even though they knew they were not able to provide us with an accurate amount payable, and we had initiated all correspondence trying to settle our bill. I wish there was the option to give a zero!! Be smart - do what our business did not do... Check the Better Business Bureau, and you will see that Frontier scores a solid "F".

Original Review: July 17, 2017

Switched from Spectrum to Frontier and was promised an Amazon Gift card for $400.00 if I upgraded to the triple bundle, which I reluctantly did. I was told that I had to have the service for 3 months before they would send me the gift card. It's now 7 months later and they said they won't be able to get me the Amazon card. Recorded the call and the supervisor said it was their fault but-NO CARD FOR YOU!

It sounds as if I'm making this up, but I'm not. They actually just said they no longer employed that agent and so they didn't have to honor any of her arrangements with customers. That's breach of contract, of course, but Frontier couldn't care less. They're a mega-company and a near monopoly, after grabbing the old Fios contracts. We're changing to XFINITY, which is a hassle, and we're asking Governor Scott of Florida to look into revoking their permits in the State (hold your breath for that one). Stay FAR, FAR away from this company. They promise, cheat, lie, and admit they lied without blushing, all the while cheating you out of hundreds of dollars. Amazing.

So now it's been a week since my first call and every single day they keep telling me that they will reconnect my line the day that I call and nothing actually happens. Their customer service is completely incompetent and lack of knowledge in their own system and communication is beyond dumb. They themselves don't know how to reach the right department.. keeping me on hold for 45 mins or more... and not resolving the issue at all. They are a bunch of imbeciles.

She stated that supervisor by the name Rosa was busy at that time but Rosa had addressed our concern requesting full credit. However, once again, nothing was noted in the account. She basically denied our right to escalate the call at that point in order to obtain resolution. We received a collection letter once again and decided to call back. Spoke to Denise on 03/26/2017, whom was very helpful and recommended to speak with sales department, and acknowledged that she submitted a request to prorate amount in statement since we only received service from 01/03/2017 to 01/08/2017. Denise confirmed all the records for request to disconnect service and that workers Paige and supervisor Rosa had done nothing but brush us off one more time.

It is now 4/6/2017, and one more collection letter arrives in the mail for a full balance of $270.19. It appears that either Denise did not submit the request for revision of the balance, or it was not addressed by Frontier collections department. We called one more time and spoke to agent Lamar, whom directed the call to Collections Department 1-888-567-4739. At 4:28 p.m., my wife speaks with Jim whom again stated that we would receive a statement with prorated amount, now from 01/03/2017 to 01/11/2017. This did not happen. Again, as usual practice in Frontier Communications, they once again gave us the runaround as a way to get rid of our call. They brushed us off.

It is the end of June 2017 and we received a collection letter dated 06/27/2017, once again, asking for full payment. We called Frontier 07/14/2017 and spoke with agent by the name Renee, whom stated she was unable to see any contacts addressing our concerns for disconnected account as done by Nathan on 01/08/2017, or anything for prorating balance to receive credit. We requested to escalate the call to find resolution. Call was escalated to a supervisor by the name Sherone. Sherone clearly stated that she would annotate in the account the request for credit in the amount of $195.27 out of $270.19, basically leaving us with a balance of about $70, however, she stated the request would need approval. She assured that we would call us back on 07/15/2017 at 4:00 p.m.(PT). We did not receive a call, hence, decided to call back this horrible company one more time.

This time, we called Frontier 07/15/2017 at 4:25 p.m. (PT), and spoke to Kayla. Kayla, reviewed the account and confirmed that request for prorated amount/credit is in pending per Sherone's request made 07/14/2017. Kayla acknowledged that many people have been in our account, however, there is no record of agent Paige or her supervisor Rosa ever making a request to review the collection as previously informed on 02/11/2017. Kayla did not identify either any annotations for a call back on 07/15/2017 as promised by supervisor Sherone. Kayla apologized and stated she would annotate in the account our concerns, and promised to escalate the request to expedite the account review for prorated balance/credit from 01/03/2017 to 01/11/2017.

Kayla went one step further, and promised to call back for follow up at least once per week to give us an update, stating that hopefully this time, it would take less than a week to resolve the issue. I am giving Frontier one last opportunity to resolve this matter and I will patiently wait until the end of business day 07/20/2017 to receive updates. If no updates received by then, I will proceed accordingly since our credit has been affected by this obnoxious, irresponsible, and lack of accountability communications company.

I had to ask to be credited for the past month's extra charges, which they did do after I asked. But this is fraud - they admitted it. And I would not have caught it if I had not decided to log into the account to try to diagnose the internet speed issues we were having. She would have just been paying an extra $15/month without knowing why. At least they fixed it.

The CS placed an order for the new boxes today. She was showing I had the boxes already. I kept telling her what I currently had in my home 2 different times and what the ticket showed I was supposed to get. I hate dealing with these people. When Frontier took over for Verizon service got 3 times worse. The only choices we have in my area is Frontier and Time Warner. Time Warner does not offer the FIOS internet. But I probably would not be any better off with Time Warner. So pissed. Can't people follow through and complete their job. People have gotten so lazy... I so wish I had copied my live chats. I have in the past. MY BAD.

Spent the next month with tech support. Got to know them so well I felt like part of the team. In the meantime the TV signal started to do wacky things. The picture would just freeze (of course this always happened during the climax of the shows). Two more service tech visits resulted in the picture problem being resolved but the phone line got worse. Now we lost the outgoing line. In frustration I called them to drop the phone line service. What was the point of having it? And after all I would save a little. Right?? BIG MISTAKE. The next bill I got from FRONTIER had my monthly charges go from $127 to $290. By dropping the line my bundled package disappeared and now I was at A La Carte Premium prices. Called FRONTIER and found a very sympathetic rep who said she would make everything right again. She put the bundle back together again, even gave me some credit for the lost phone service.

The tech department even managed to get 1/2 my phone service back (the outgoing part). The way I saw it big deal. I would only have gotten a lot of telemarketing call coming in anyways. The only bummer is that $400 free AMAZON gift card got kicked down the road by three months. FLASH FORWARD. It's now three months. I check my email and YES TA DA. There is that link from FRONTIER with the code for that free $400 gift card. But then I read the fine print and I see red. Here is the fine print: "Your Amazon.com Gift Card can be redeemed towards millions of items at www.amazon.com. You will need the gift card claim code below.

With your new Internet service, you have agreed to a two-year term and $400 pro-rated early termination fee on your internet service. This fee will be automatically charged if you cancel your internet service prior to the two-year expiration. If you should have any questions regarding your Frontier products or services, please call customer service at 800-921-8101. Thank you for choosing Frontier Communications."

Now if you remember I said the original contract I had with them clearly stated "NO EARLY TERMINATION FEE". This has been a very rocky ride with a company that clearly is pushing the ethical boundaries of marketing their product. Yes I just cashed in my gift card on Amazon and I'm about to cancel my service and no doubt they will stiff me with a $400 cancellation fee and yes I will take them to small claims court as I believe countless other disgruntled consumers have and Yes I should have done my due diligence back in December and GOOGLED "Frontier service complaints" which would have taken me to this website of 3,308 unhappy Frontier customers. (FYI - For each one of us who bothers to file a review there are about 100 unhappy customers who never bother to complain.) So if you are a new potential customer for FRONTIER and just checking them out - YOU HAVE BEEN WARNED.

It's been a year now and my service is no better than it was initially. I have internet TV, so it is interrupted constantly due to this disruption in service. I pay for 24 hour access but have never had it. When you call with a complaint, they want you to up your speed (more $). Why would I pay for a faster speed when this one doesn't work!? I am on a fixed income, and the local cable company requires an installation fee up front, but I am definitely dumping Frontier.

Updated on 10/10/2017: I filed complaint in August 2017. I was contacted by the company (via generic email) and responded immediately. Since then, I have received no further contact and no attempt to resolve the issues. This is the WORST company I've ever dealt with. They won't last long with the way they treat their customers.

Fast forward a month later I get a notice that they will shut off everything if I don't send them payment. I'm confused now because I know I sent the payment in but I'm getting this crazy notice saying I'm delinquent so I send in a THIRD PAYMENT! They claim nothing was received. Contact the bank and they verify that ALL 3 PAYMENTS HAVE BEEN CASHED BY FRONTIER! I call Frontier and get a rep. I'm pissed. They said this was taken care of so I immediate escalate and ask for a supervisor. The rep informs me that I just need to go thru a stupid 200 step process that I ALREADY went thru with their previous incompetent idiot working the phone who DIDN'T WRITE ANY NOTES! NOTHING!

Rep tells me to hold on. Rep comes back on asking for dates of payments when I inform rep she has no clue that previous rep did the same thing that's why I'm escalating to a supervisor who may know what's going on. She puts me on hold a second time. Comes back again and informs me that she can't escalate to a supervisor until I give her the dates. This is utter nonsense. I inform her that she does not require anything other than to forward my request and get me a supervisor. She hangs up on me!

I call back and get another rep. Explain the situation that just happened. Magically, this rep is able to get me a supervisor in 2 minutes! I explain all this to a supervisor and he apologizes for the rep. Then proceeds to ask if I remember the name of the person I spoke to 1 month ago. IS THIS GUY INSANE??? How many of you remember the name of the rep for your phone or cable or gas from one month ago? And a better question: why isn't the rep name on the NOTES the rep was supposedly entering into my account on my behalf??? I inform him of this and he tells me we could get this process moving if I could just remember details (the same ones I shouldn't be expected to remember since they should all be written down anyway!!!).

He ends up blaming me for not remembering stuff that no sane person would care to remember since it should all be in the account notes. He eventually tells me to contact my bank to get proof of payment. I get proof of payment and call back. I get another rep who tells me she's so concerned and they'll take care of it (Just like last time! LOL.). I ask her to find a supervisor to let them know that I'm getting delinquent notices and to pause all activity until they find my money! She says she can't do that? WHAT??? And the worst part is: her reasons CHANGE FOR EVERY EXCUSE I EXPOSE!!!!

First she tells me she can't find a supervisor who can do that. I inform her she's working at a company that controls my account and OF COURSE there is a person who can do it. She just has to find him/her. She then changes her excuse to say that she knows her boss won't do what I'm asking. I tell her then go over her head and find another supervisor who will. She then changes the excuse TWO MORE TIMES. So let's recap. I just want a supervisor to step in and find MY MONEY THEY STOLE and then to not penalize me while the process is going on to find out what they did with my money. She gives me FOUR DIFFERENT EXCUSES and then in the end she says she'll get the supervisor. WHAT??!!

THESE PEOPLE ARE INSANE!!!! They are utterly incompetent morons who don't know their jobs or are poorly trained about what to do with customers. I suspect the latter. It's a culture of incompetence because as we all know these companies don't allow rivals to come in and compete. They pretty much have a monopoly on the services. I only have Comcast to choose from and they're not much better.

If Google Fiber comes in, I will drop Frontier (former Fios) in a heartbeat just to get good customer service!! Lack of competition in the market is making these types of companies lazy, apathetic, and dishonest! They guys are the absolute WORST because they lie, they're incompetent, they blame the customer for the problems they caused, they're not accountable to their mistakes, their reps don't know proper protocols, they're rude and hang up on you, etc. The list goes on!

I may have to live with using my phone's mobile hotspot for internet forever. Such a shame, because it was nice not having to sign a contract, and they were easy enough to deal with as just an isp (no phone or TV). Sadly, will have to cancel my account and live without service, since they can't seem to be bothered to hook up service unless it's within two miles of the campus.

I called in and spent 1:26 minutes on the phone with Qora ** and she made a lot of promises but couldn't fix anything. After realizing that I was getting nowhere I decided to close this account. I wrote a letter to the CEO Steven Crosby at officeofthepresident@ftr.com, explaining the RIPOFF I received from these THIEVES. I seriously doubt he would bother to have one of his cronies answer it. I will not pay $234, I will only pay what I signed up for from June 27, to July 10, which will be the disconnect day. I have everything in writing of what I signed up for and there is a recorded conversation also. I have a credit rating of over 800 and I hope they try to ruin my credit so I can have a good payday. Stay away from this incompetent company.

The new contract would have been $20/mth more for the first 12 months and then $50/mth more for the next 12 months. Definitely "not the same". Just called Frontier again. Based on "retention agent", hopefully this is straightened out; (based on this hope, this rates the 2 stars), if not, one star. FCC should require written confirmation of ISP contracts that have been done verbally by service agents.

The package was supposed to include internet at 100/100, TV Ultimate including all premium channels, and a phone line. No modem/router was included because I have my own. Furthermore my notes clearly state that there will be No installation charge, no contract required, and consequently no termination charges of any kind if I decide for any reason to terminate the service at any time during the 24 month (such as moving away, death, health, etc.).

I requested a "confirming email or a print out (at the store)", but was unable to get either. I was promised an email, but it was never sent. Additional calls to Frontier Customer Service were unsuccessful in getting any proof of what type of service and charges I was going to get. And every call a different person had different numbers and quotes. Totally unacceptable. To my surprise I received my first/second month bill today in the amount of $ 729.18. That is irrational. Included were items such as $80 for installation, $ 17.99 for STARZ/ENCORE, $40 for a two year Wi-Fi Router and many other unidentifiable charges. A very convoluted and confusing bill. I called today your customer service but was unable to have them adjust most of the charges so the total, regardless of how you do your billing and accounting, would be about $ 160-165 for the first 6 months, and about $ 180-185 for months 7-24.

Frontier services phone and internet are bad slow internet. I say dial up is better. Telephone not up to needs to keep up your business and service out. The best thing they say "Oh we have to find someone to take care of your situation." But after weekend imagine they tell that for business. And what about loss of business? They don't care.

Send emails. No answer until someone there remember to check on it and the best "Oh sorry for your difficulties with Frontier." Cancellation fee about 2300$. Do you think any one will pay for service don't get or never get? Worst company to handle problems and complaints. I say it to all. Am not gonna pay Frontier and don't do my mistake. Stay away from Frontier. They are very bad company, do not deal with them.

Everything was great until I received my first bill and it had gone from $179 per month to $340 per month. WTH. I called and was told "Sorry there is nothing we can do." I called Spectrum Communications and had basically the same service installed the next day costing me $115 per month. I waited a week to make sure everything was going to be ok and have had no problems so I called today to have service canceled. I still don't understand how they can double my bill without some sort of warning first.

Since January 2017 I have been calling Frontier to ask why my long distance PIC code has never been restored since January. Each time, I am told that the PIC code 0555 was indeed restored, per the frontier supervisor who maintains everything has been done correctly on their end to restore my service. No service as of July 2017. Each time I ask for Technical Repair service to come out, they tell me that, "You have no long distance service, and the 0555 PIC code was never restored at all" and that I need to talk to customer service. The same story repeats when I call customer service stating that I still have no long distance service restored and that I requested 0555 PIC, they claim that all is working fine, and then I am transferred back to Technical Support.

The two departments NEVER stay on the line at one time to hear that each side is contradicting the other with opposing info. It is very frustrating and I will do everything to cancel my service with Frontier, which is the WORST company ever!!! I will never recommend anyone to go with their service, it is beyond being bad. They are LIARS!

My issues started when a Standard Def box just slowly stopped working. Then I came to see on my bill I was paying for all HD boxes so I requested an HD to replace the SD box. Frontier sent me THREE SD vs. one HD box. I had to go through the 1.5 hour startup process to learn the box was SD vs. HD. So another few days and another new box (HD) so another 1.5 hours. The picture on the new box started freezing and not working correctly. After a month I called them back and this time they had to send a technician. So he shows up three days earlier than the appointment in a non-Frontier van. It took me a while to really trust the guy but after a couple of hours he did a bunch of different things and as a last resort replaced the box I wanted replaced. Guess what - it worked! Wow - that is great.

A few weeks later I went to use my media room but the box was not getting a single. I call my friends at Frontier - they can get a signal to the box (since my contractor buddy arriving early did such as a great job.) The real benefit now is the phone technician disabled one of my two other functioning TVs so now I'm down to one. I was told they would arrive on July 2nd but now it's the 3rd when I called back.) I'm less than confident anyone from Frontier will arrive because they just don't give a rip. So tomorrow I'm headed to the AT&T store to start a transition I really don't want but can't stand another call to Frontier. I'm done. The sad part is I'm stuck with the Frontier monopoly for high speed. Will see how that goes. I'm the last one in my neighborhood to shift off Frontier.

"Upper management" lacks the ability to communicate with people on a people level. They talk down to you and say things like "oh, we're so sorry that you feel that way!" No one like to hear that! AND I don't need your phoney pity, I just need you to be truthful and stop jerking me around with you circular logic!! And get your sticky fingers out of my pocket book!! What's with charging me late fees when you weren't supposed to charge me but refund me the difference that you owe me!

Don't tell me that your "system" does not allow you to remove the late fees. If your system puts in the fees, it can as well remove them; all it takes is YOUR input, for it to do so. Stop making up stupid excuses why you work the way you do. As consumers, we're not interested in hearing words like "unfortunately". We have choices and don't have to submit to your inflexibility. There are other companies out there that treat people better than you. Work on your clients retention skills!!!

I went to frontier Facebook and wrote about the issue. Someone from frontier Facebook replied. The issue was then escalated to an account manager from frontier, who advise when manpower is available. My definition of an escalation is to resolve the issue as quickly as possible. Their definition of escalation is when we have the manpower. Every time you call to speak with a supervisor, “I would have to call you back” or wait for at least 20 to 45 minutes extra to get help. Everyone in the company has a different excuses to provide about manpower is very behind. No one in that company is on one cord.

6/27/17 - I am at work. A technician starts pounding on the door and wakes my wife and baby... tech leaves a note that they were here to install new stuff (I didn't order any new hardware). 6/28/17 - Tech comes again and again startles my wife and baby. This time he began work and ultimately left our home without service. I contacted Frontier in regards to these items and scheduled a tech for 7/8/17 to install upgraded stuff for the new internet access. After dealing with Frontier tech support who was quite helpful. It was determined that they didn't know what was going on.

6/29/17 - I contacted Frontier to get some answers to pressing questions... Is it common practice to come onto someone else's property without permission or letting them know... effectively trespassing? Is it standard practice for your field technicians to leave someone without service and just leave? I gave Frontier an ultimatum, either you get me cable and internet service back or you "send me a self addressed and prepaid shipping box so I can ship you all your garbage equipment back and go get Cox Communications back in my house." They replied with their generic "ohh we're so sorry spiel". I got tech support to create a repair ticket and send a tech next day.

6/30/17 - It was found by the tech, who again showed up and did work unannounced that the issue was fixed. I asked what the problem was and he chuckled and said it's fixed. I said again more firmly what was the problem, was a wire disconnected, he chuckled again and said yeah. So now I'm furious that their sub-par "technicians" would leave a job site in that way. I manage a group of field service techs for a plastics equipment company and if I let my techs do that both me and my techs would be out of a job.

After hours on the phone explaining I was not a new customer, I got fed up and wanted to cancel my service and leave. They told me was in a new contract which started in May and I would have to pay the early termination fee of $219! This is nothing but a big theft of my money! I never entered into a new contract, I never left the old contract. Of course my internet and phone bundle are still in place and have been for years. When questioned about the cancellation order, Frontier told me they don't know who authorized it, nor were there any notes from the employee. They couldn't even tell who actually entered the order and they refused to cancel any of my fees.

I am leaving Frontier! I will never ever say anything decent about Frontier. I filed a complaint with the FCC and I hope someday that somebody takes this company to task with the full force of the law. They are unethical in their practices and certainly don't care about their customers! Run away, do not subscribe to Frontier! Use RabbitEars first if you need tv that bad.

On June 24th, I had still not received my credit to my account, and I again contacted customer service. The representative said she would reach out to the original rep and get back to me on June 26th. Today is June 29th and I still do not have my credit, nor do I even have a response from the second rep I spoke with. This company fraudulently charged my account for a month they knew I would not be using, and now are refusing to refund my money, per the agreement of the rep I spoke with. I have transcripts of the online chat conversations with the representatives.

So router comes. Two days later. I hook it up, do it all correct. Try to stream something. No go, show is constantly stopping to buffer. To the point it took 2.5 hours to watch a 42min show. Called a few days later. Got told "Restart your router." OK I do that. Nothing changes. Call again about a week later. They check the settings and make some changes. Ok, wait and see and nope zero change. Waited a put up with it for about a month. Still paying the bill and mind you I still have yet to revive the credit for all the cap before it was even hooked up. Call again. They spend 45 min on phone hooking up to my router wirelessly. And change this and that and restart it two different times. Once again NOTHING CHANGED!!

I call back again. And get told "You don't have enough service mbps for streaming. And we don't offer anything higher in your area." I have only 1 mbps coming into my house and you need at least 2 for streaming. So now after calling for 3 plus months getting 15 plus agents. Still haven't revived any credit. I am locked into a contract that is totally worthless to me. And they just say we are working on it. Come to find out they have been working on it for two plus years. I completely hate Frontier and their customer service is the worst I have ever come into contact with. Their service is awful and prices are too high for what you get or what you actually don't get.

I would not refer a dead dog (sorry I am animal lover) ok dead FLEA to them... It's the worst and they DO NOT CARE PERIOD! Too many hands in the fire. You believe them and then NOT FIXED and it goes on and on the merry-go-round! I am changing companies and if it is not good service I'll just get antenna and FORGET ABOUT IT!! They should be ashamed how they treat people! I will share my story to anyone and EVERYONE. BEWARE BEWARE BEWARE! To top it off I am a senior citizen and it's not so easy to understand all the mumbo jumbo these days... But this old lady ain't STUPID! Outta there and never to return!

Last month Penny was unavailable and I ended up with another supervisor. Kimberly swore she was a frontier employee and that's where her paycheck comes from. Kimberly informs me she can see what Penny tried to do, however I keep getting billed because she "wasn't allowed to do that" and she was canceling my HBO promotion or I would have to pay for it!! Talk about poor customer service. I should haven't have to call in to have my bill fixed every single month for the past 7 months! Sometimes I have to make multiple calls and I'm on the phone for hours! I want out of my contract so I can switch to a company that knows what they are doing, but they want $400 for me to cancel! Thinking about calling the local news here to see what can be done about all this.

Sure enough an honest rep said I had never received the 20 Mbps, lowered my bill to lowest point of 6 Mbps. Well actually I only get less than 1 Mbps. called Frontier and was told: "Actually you are receiving 3 Mbps dear..." Liars!!!! Stay away from Frontier Services... They do NOT have the interest of the customer at the center of their business. Ripoff company.

They do not care how long you have been a customer (10 years) and do not care they had gotten paid every month on time (autopay). They do not care about investing in better technology to provide better service. What you see is what you get when you sign up, so don't expect a higher speed later. AT&T is troublesome at times, but at least they listen to you and they do try to look for solutions. Frontier cares less about their customers and they are proud of it. Look for alternatives before you sign up with this outfit. It is the last place on earth I will ever do with business with again.

After more time on the phone with clueless customer service people and way too much time on hold the explanation was that the decision and amount to reimbursed was denied by the accounting department, who you can't speak to but you can fax (it is 2017!!!) a complaint to. This is not worth my time or aggravation but their whole customer service system is set up to discourage you to get any service in the first place. Worst I have ever dealt with for a product/service that never worked right in the first place.

The real cost of business is doing things that keep customers not lose them. Adding a few people will help. When I have internet issues in my business ATT sent a Tier 3 person with the technician and the issue was resolved in 2 hours. This saved me a lot of potential lost business from customers not being able to get to my servers. I can imagine the frustration customers have by not being able to use their home internet to get to business like mine. Wake up Frontier!!! Get a local tier 3 support group.

I remove the service and call in Frontier communication to get the total amount and send in the right amount, and after my account being close 3 months later and send me another bill showing I still need to pay .52 cents for my final bill. What is the total amount mean from the Frontier communication? What wrong with Frontier Communication customer service? Did they ready not able to get customer service are educate enough to understand meaning of the final bill? I will never sign up for any type of Frontier Communication again. This company don't have the reputation of being good company and hire a lots of con artist to be in charge of this company.

Original Review: June 21, 2017

Ours was among the many Southern California Verizon Fios accounts sold to Frontier in 2015. In late 2016, we received in the mail a Frontier ad for new customers to pay $60/mo. for the same phone/internet/TV bundle that was costing me $210/mo. for phone / 50/50 internet / Ultimate HD TV w/ NO HBO and one DVR.

I called Frontier March/2017 and they offered to reduce my monthly service fee to $138.99 if I added HBO (!) and kept other service the same. HBO started. I liked it. Next bill came, still $210/mo. I have had to call every month starting in March 2017 (April, May June) to get my bill adjusted. Just today I talked to, supposedly, a supervisor who acknowledged the lower rate we were supposed to be paying, acknowledged the billing error, again, and promised to fix it and to call me personally if it did not get fixed. I am an optimist. I'm sure NOW the billing problems w/ Frontier are over. This reeks of dishonest business practice. As soon as there is a viable alternative I am leaving Frontier. I suggest you do not enter into a service agreement with Frontier if you have a choice. Good luck. You have been warned.

A few weeks later after I cancel my account I get a bill for $178.04 for roughly 10 day of internet usage which is double what I was told around $90. At first they try to make me pay for the full amount. So I keep try calling numerous time to get this fix. Got them to give me a credit to cut it in half then call in trying to pay over the phone and one of the representative give me an addition $40 credit. So I pay what was owe left over the phone. Come to find out month later they send another bill for $40 still owe. Call them, talk one rep. She told me that she can see the note for $40 credit but said it was denied. Ask to talks to supervisors or manager. She told me they in the meeting and refuse to transfer.

Ask then to speak to someone else and she then transfer back out prompt menu. Got someone else. Have her look at my account and said they don't see any note regarding credit of $40 but 10 min earlier talk to a different person and she said there was. So I ask to talk to supervisors manager. She said wait and hang me up. I have no words that can describe the level of service with Frontier. Every time talking to someone either get the runaround or lie to and no one can tell you the truth. I'm pretty sure this is a scam that sale rep from Frontier to get people sign up. I bet it not only me but to other so if anyone get scam please speak up.

On June 17th I was told that a technician would come to my home today (June 20th) between 10 and 5. I asked if I needed to be here and was told that I did. I was told that the tech would call my cell phone when she or he arrived. I took a day off to stay home and wait. Of course no one showed. I chatted again with Frontier and was told that the tech had fixed the problem. I said that the Internet is still going off and on. I was told that that's the only information available.

I am so so so angry. Angry at having to use (and pay for!) my phone data in order to access the Internet. Angry because the best (!) Frontier can do to compensate is to give me six dollars (!) off of my bill. Angry because I sat here all day waiting for an apparently invisible tech. Angry because this has been going on for YEARS! Frontier is the only provider available in my dumb town--otherwise there is NO WAY that I would be a Frontier customer.

And after over an hour negotiation I ended up with the plan $70 plus tax per month only for internet and not the high speed one!! I was actually very upset of what happened to my bill but every time when I thought I still have $500 value Amazon gift card is coming soon I feel better. But the Amazon gift card offered in the same promotion will also not be coming to me as promised. The customer service agent yesterday said that because I didn't pay my first bill on time. I didn't even receive the bill letter on time and it was overcharged and they will not send it. The fine print says you have to pay the first 30 days bill in full (that means even if it is over $100 more than what you signed up for). Please investigate this fraudulent company. If anyone is interested in filing a joint lawsuit, I am in.

On March 21, 2017, I contacted Spectrum Cable to install their cable services in my home set on Monday, March 27th. That very same day, Spectrum attempted to get my phone number to transport over when they came in that Monday. Their confirmation #: **. Once Spectrum completed my cable service installation, I immediately took my Frontier cable equipment back to their local store at: 6102 14th Street West, Bradenton, FL 34207 (Bayshore Gardens). Ph: (941) 727-4948, upon where I told the sales rep, **, I wanted my account closed! He had taken in my equipment and issued me an Equipment Return Receipt and proceeded to inform me that this receipt would indeed confirm the cancellation of my services with them, and immediately cancelled my service since turning in my equipment.

Meanwhile, unbeknownst to me, 3 wks later after I moved on April 15th, I was informed by my former landlord that his stepdaughter (Nichole **) could not hook up her Frontier phone service as mine was still connected, upon my shock! For which I did immediately by going to the local office at Bayshore Gardens. The Frontier service person with whom Nichole spoke with told her to tell me I NEEDED to call Frontier and tell them to release my phone, which I told them when I went in to speak with them. They in turn however, tried to blame Spectrum so I spoke with them, and I was informed that it would take 7 - 10 days to get the number transported after Frontier released my phone number. I informed them I had spoken to Frontier who claimed they were taking care of it.

Also I had already received a Frontier bill, which the Frontier rep also told me not to worry, the equipment return receipt was enough to prove my termination of services with them, and even told me I might even get one more bill, to just ignore it! So after the first period of still not having my phone service released by Frontier, confirmed by Spectrum, I had to go them two more times asking them to release my phone number. Both times documented by Spectrum with the following confirmation #'s: April 21st: **, then again on April 26th: **. Frontier claims they only received the notice on April 26th, when as noted above, Spectrum already tried getting my number from them on March 21st! After I finally got my number released to get connected by Spectrum on May 1st, and thought everything was cleared up once again, I had yet received another bill, which I ignored per the Frontier service person.

Then I received on June 6th that if I did not pay my bill, they were turning it over to collections. I immediately went to the Bayshore office Tuesday, June 13th to get this cleared up, but was informed the manager, **, who was at the Sarasota office, he wouldn't be at the Bayshore location until Friday and he was the only person to approve any credit adjustments. It was still before noon so I drove down to talk with him. He called me back Wed, June 14th mid-morning, telling me he could not give me any credit adjustment.

When I returned home I called the Frontier 800# and that individual tried to tell me that there was no freeze order (when in fact it was a Frontier rep who told Nichole I had to call them to get my phone number released!), they never received an order (good Lord I terminated my service order with them and was told that my proof for my service cancellation was the equipment return receipt), and they never received the order until the April 26th date. Is that not deception or what?

I then re-called Spectrum back and spoke to a manager, ** who gave me all three confirmation numbers of them trying to obtain my phone number from Frontier. Upon searching into my account for a while, she informed me that the port had issues, but wasn't sure of the details. She has put in a uniform ticket to try to figure out why? And gave me all three confirmation numbers discussed above. As I was reading off to her the charges Frontier was trying to stick to me for $267.48. She replied to me how that was an awful HIGH amount to charge for just phone service, explaining to me that the bill should not even be that high when I didn't even have the equipment to use the cable/internet service none-the-less, and tells me that they are possibly lying to me! Plus the fact she finds it even more fishy that it has taken way over a month (charged for TWO months phone service I did not have), so long to get a number transported! Why is that?

After a confrontation with the Frontier crew at Bayshore, telling me I had to wait to speak with the manager, being totally unhelpful, I returned home and tried calling the Frontier 800# listed on my June 6th notice. I had spoken to a service rep Lisa, who initially also told me pretty much the same thing as what ** told me and was not going to issue any credit for anything! Then after informing her how it was a really high amount to charge for just phone service since I had turned my equipment in and terminated my service, did she then tell me she could credit me for the cable and internet, but not the phone. I proceeded to talk yet to another manager, who still refused to acknowledge that I was able to prove Spectrum did try to obtain my phone number three times, yet they had been holding it up not allowing Spectrum to port it over. She also refused to note the confirmation numbers I was given by Spectrum.

They were only allotting me a credit of $159.98, thus still charging me something around $107.50 + taxes, which means (since my service with Frontier, initially with Verizon), I was being charged for TWO months of phone service that I NEVER had since I turned in my equipment and their NEGLIGENCE in making sure they released my phone when Spectrum initially tried to get it from the initial date on March 21st! None of which is my fault. I had done everything a consumer could do on my behalf to get this to happen smoothly and trying to fix the issues as they came up with nothing getting resolved!

I should NOT have to pay for their negligence, and I need your help to correct this error that is of no fault of mine! And report Frontier for what I feel is purposeful, deceitful business practices! I REALLY need help! Attachments are included for proof of what I'm claiming above, though maybe you won't want that part. If anyone is able to help me in any way, please, please email me at: **. I will release phone number when needed. Otherwise, please pray for direction and the Lord's justice in this matter.

I called back and this call lasted 56 minutes and nothing was accomplished. I talked to Brian and explained what happened during the first call. He was very nice, very apologetic, Brian found my order number and realized I wanted to keep my old phone number and placed me on a 22-minute hold to get me to Maria. Maria could not understand English at all. After having problems with my birthday and social security number, she transferred me to Kari. This was just a 15-minute hold. Kari was very apologetic and outraged that all this has happened to me. She gave me a new order number but could not do anything until Maria closed down my file in her computer.

I could call back on Saturday and get this done but she would call me on Monday to see what happened and she what she could help with. I didn't have time to call Frontier on Saturday and I have not heard from Kari. Two hours and 15 minutes, 62 minutes of this time being on brief hold. Over an hour on hold and nothing accomplished. I'm going to be surprised if Frontier survives their customer service.

I was getting overcharged on my bill. Usually my monthly bill was $34.99 every month. After calling Frontier they told me that I will be paying the same amount which I thought is fine. Then in my monthly bill I was getting charged 89.99 which is three times than what I pay. I called their customer service and they told me that I can set as a new customer and I could get that rate. So I did that without any choice and then I received my bill in the mail where they charged $80 for new user. ALSO they never activated the account and they canceled my old number which was a huge problem for me. I have never experienced this bad of service from any company in my life. If I could give them negative stars I will. The customer service is the worse. They are so rude to their customer when you have questions about account. I have recorded the calls and I am planning on taking a legal action against them.

January 29th we woke up to no Frontier services at all, no internet, phone or TV. I called in and they told me our service had been discontinued. No further explanation was available. I guess the Rep was true to his word - he DID permanently fix the problem. We had to enter into a new, more expensive contract before service could be resumed and were without any Frontier services for 9 days while they tried to expedite 'installation' - everything was already there in our house - all they had to do was switch it on. 9 days. Idiots.

Today, June 13th, I noticed that the landline was not working so called in. Our service had been removed on May 25th (we don't really use the landline - it's only there to bring down the bundle price - so hadn't noticed) and as a result, we no longer had the qualifying bundle and our service was now $70 more expensive! They told me that I had not responded to their letters regarding 911 service so the phone service had been discontinued. I am absolutely certain that I did not receive any such letter and if it was so important why was there no notice on my bill? You know... the bill that I ALWAYS pay early?

You know by now what the resolution was.... yep, enter into a new, and more expensive, 2 year contract costing $27 a month more. Nope, no way, not happening. Eventually, by downgrading our internet speed from 100mbps to 75mbps (makes no practical difference to me) and them 'helping us out' with a one year $50 a month account credit, we got back to more or less what our previous bill was. But I get to fight them again in a year when the credit runs out.

To be honest, this smells like a scam. Frontier just cancels your account and tells you they can't re-activate the service they just bumped you out of thereby forcing you into a more expensive 'renewal' for 2 additional years. Not cool. If not a shady business practice then it's just sheer incompetence. Neither is a good outcome. I wish the Florida Attorney General would open an investigation into them because something doesn't seem right. This is the last time I will let this happen. Next time they can go pound sand.

This second account is supposedly delinquent and they have even put it on my credit!! They are ridiculous! Apparently one of the times I tried setting up account they pushed the order through without acknowledging me about in which that was created in Oct 2016. I never received a email confirmation, nothing in the mail, so I decided to finally call back to ask them what happened and that I never received anything and all they did was create a new account. This was in Dec 2016 and that order actually went through. 5 months later after I canceled my actual account, I find out that they were billing the first account set up in Oct and apparently were trying to contact me for payment. Their story doesn't make any sense due to the simple fact that all the contact information is correct on both accounts and I spoke to them several times about my actual account that I had, so why wouldn't you notify me of the second account?

So my actual account I had, which I closed because the internet never worked so I was done, has a zero balance and I received refund. But this second account was delinquent! They make no sense! They put that second account on my freaking credit and I'm currently going through a process getting it off which has been a complete nightmare! I'm currently speaking with their corporate office trying to get this resolved, and they are even idiots!! This entire business is a complete joke! Do not give yourself the stress they cause!! They need to be stopped!!!

After receiving the bill, it was over a $100 higher than what was quoted. I called to address the issue, & was told there was never a promo for $79.99 & my account was not set up for that. I knew I had saved it; so I told them I would not pay for what I did not sign up for, & I would call back when I found it. Before I could call back a few days later, my service was disconnected. I called & told them I had proof of the promo that was sent to me, & asked where I needed to send it so they could fix my bills. He said there was no one to send it to. He said he could not make adjustments to my account unless I paid the original balance to get it turned back on. I refused. After 2 hours, he "adjusted" the account & said he would take my payment & future bills would be adjusted as well.

Well, future adjustments did not happen. I refused to pay again. No resolve again. Services are terminated again. I spoke to someone for 52 minutes reexplaining the promo I signed up for, giving dates/times/names for previous calls I have already made. She acknowledged the promo does exist (different story than the first Rep) but said the promos only last for 1 month & then go up. I told her, "I am looking at the flyer Frontier sent me that clearly says it is for 24 months." She starts quoting my services & attempts to persuade me that I am getting a lot & should be grateful to pay over $200 for them. When I reminded her again of what I signed up for & that with equipment it should not be over $114, she ignored me, says she can't fix anything, & tries to tell me I have to pay the overcharged balance again to get service.

I asked for a supervisor; she said, "He will tell you the same thing." I asked for a supervisor again; she said, “He is not available." When I asked her to go back and look at the previous credits to my account for overbilling, she claimed she did not see them. After my blood pressure spiked, I asked for her badge # & name. She gave it. I also informed her that I would be recording the remainder of our conversation. She then became very defensive. I asked her if she saw any record of my account being set up with the $79.99 promo. She started quoting "bundle codes" and telling me I had a "Q4." I asked again, if whatever bundle they signed me up for was for $79.99.

After she spent a considerable amount of time babbling & deflecting the question, she reluctantly said no. Then I asked her again if she saw the credit to my account for overbilling? She suddenly could see it now, but noted she was not able to access notes on why I received a credit. She said only a supervisor could do that. I said again, “Then put one on the phone." She refused again, and said, "If you do not have any further questions, I will have to hang up.” I repeated, "I do. You are refusing to answer them or transfer me to anyone who can.”

She threatened to hang up if I continued to "speak to her this way." I reminded her that I am not cursing or threatening anyone, & that I am entitled to answers about charges & credits as a customer who is being fraudulently billed. She said, "I can't help you with anything else; I can tell you about other Frontier products." I said, "I want a copy of all of my bills from the installation date to present.” She rambled something else defensively that did not make any sense... So I repeated myself, & said I am entitled to them. She said they would be sent out "probably" the next day & would take 3-5 business days. Let's see if I receive them?

Oh, and the Amazon gift card offered in the same promotion will also not be coming to me as promised. The customer service agent today said that because I refused to pay the overcharged bill until they fixed it, which was after the due date, they will not send it. The fine print says you have to pay the first 30 days bill in full (that means even if it is over $100 more than what you signed up for). She again refused to admit that overbilling was the cause of delayed payment. Please investigate this fraudulent company, & if anyone is interested in filing a joint lawsuit, I am in. I will be calling my attorney tomorrow.

Original Review: June 10, 2017

This has got to be the worst service provider in America. The customer service reps, supervisors and third party marketing sales people are some of the undeniably idiots on the planet. Frontier does not follow through on their pricing. Frontier makes promises of pricing and services that they do not abide by. My one dozen calls over the last 30 days average +60 minutes to speak to someone who says "I can help you", "I will call you back", "We will get your home phone service turned on"... yada, yada yada. This is NOT FAKE NEWS!!! ** Frontier.

Updated on 07/08/2017: Well, 10 phone calls, 2 emails, 3 reports to ConsumerAffairs and... almost. Still awaiting credits for excessive charges. FINALLY got the unwanted "phone co. msg" system sorta turned off. No more blinking phones but still an indicator that there is one unanswered msg. I guess that is the best 10 people can do. Good thing I'm retired. Gives me lots of time to interrupt my day, wait on hold and get mediocre service. Frontier Communications STINKS.

Roger Behrens

Original Review: June 9, 2017

March 2017 signed on for a bundled service with Frontier at my cabin in Murphy NC. The bundle was internet by Frontier and Dish TV which Frontier arranged as well as process payments to Dish when my payments to Frontier were made. The internet service was an introductory offer at $19.99 per month for year 1 then $32 a month for year 2. Dish service was the flex pack at $62 per month.

Not a single month have I been invoiced correctly, now 5 invoices later, any credit that was promised has not been applied. First month was billed wrong rate on internet piece, called customer service, was told there was not an intro rate of $19.99, call escalated up 3 levels, same answer, call transferred to sales, then told yes on intro rate, but the Dish service would need to be unbundled, and going forward Dish would invoice me as well.

Next month, invoiced by Dish at correct rate, Frontier invoices again with internet at the wrong rate and for the Dish piece. Call customer service, told don't worry they will credit coverage on internet piece, and when their payment goes to Dish, I will get a credit from Dish AND that now the invoicing has to be bundled again.

Next month, invoiced from Dish and Frontier, no credit on Dish invoice. Frontier invoices for internet at wrong rate and Dish service as well as showing a past due balance for the items I was to receive a credit. Call customer service, told don't worry, they will rectify the credit and the service needs to be unbundled going forward and the wrong rate on the internet will be corrected. The rep also reads back to me the prior month's call recap, saying I was told the wrong info on bundling of Dish.

Next month, Dish invoice no credit and Frontier invoice again with wrong rate on internet and Dish side is invoiced and past due amount doubles as credits have not been applied. It is baffling how inconsistent the answers are on what the service is I have signed on for, also I have requested a confirmation of my service package on each call, as yet have not received that. Today will call Frontiers customer service to repeat the prior calls knowing nothing will change. Frustrated by the consumer does not have an office they can go to for working with a representative in person, that the call centers have folks with nothing but canned answers and the consumer has overdue balances that will result in service disruption and/or collection.

They refuse to provide anything in writing stating or explaining what their refund policy is and just expect one to take their word for it over the phone. Meanwhile they collect interest on my money while holding on to it for 4 months. I now have spectrum service and have received much better service overall. Again, STAY AWAY FROM FRONTIER, DO NOT USE FRONTIER FOR ANY SERVICES!!! I am forced to give 1 star to submit this review but they deserve 0 ZERO stars.

After calling several very unhelpful reps, I was transferred to someone in "retention" who quoted me the existing $120 rate. After several MORE calls, the best any of their reps could quote was in the neighborhood of $179 a month, with a one year contract. I would NEVER sign a contract with this company, for any reason. Apparently they either don't train these reps at all, or they all work under different systems, because if you call three reps, you'll get three different pricing schemes. Plus, the aforementioned phone service was kept active because the first several reps said that would give me a better price, while the one today (Eric) said that's not the case. Train these people, and get the story straight.

Unless I hear from someone who can fix this, this service is going to be canceled, and I will begrudgingly add minimal Xfinity service, DirecTV Now, and stream virtually everything through the Roku. These cable companies are bandits. They're ill-equipped to deal with pricing with any kind of consistency, and are in fact the reason so many people are "cutting the cable." Awful billing services, horrible vendor to deal with, and the one star (above) is a stretch. The only good news to come out of all this is that I'll never have to deal with Frontier Communications again.

Updated on 06/14/2017: Received a late notice on last month's bill, which was paid on 5/31 and hadn't yet been credited to our account. This included a "shutoff notice" on 6/18, if it wasn't paid. Spoke with Sasha on 6/14, explained the chain of events, incorrect billing, customer service reps who consistently lied about what they had quoted, and was told that our bill would be $121.98 a month plus taxes... which included the $22/month DVR rental fee that was quoted to me as FREE when we originally signed up for the service in February. He insisted that they never include this device for free, but my notes when I signed up for the service say otherwise. And it's not something I could or would make up.

An article in our local Venice, Florida paper today, reports that "hordes" of Floridians have had similar experiences, since Frontier bought Verizon. Legal proceedings are being taken against them, as well as lots of complaints like mine. This is an awful company to deal with. Their service is marginal, prices are high, but it's the billing and the way the reps deal with the customers that's simply terrible. Again, I spent 20 years in telecom management in the Silicon Valley, and dealt with literally every telecom supplier in the world. Frontier has quickly become a low ebb benchmark.

Original Review: I signed up for Frontier Internet, phone and TV services just prior to moving to Florida from Oregon, in late February of 2017. The current bundle special was $79.99 a month, for these services. I remember specifically questioning her about the pricing, as their "Internet and TV only" bundle was actually $5 more. I was told that they like to bundle all three, and discount them accordingly to entice you. The sales rep also proactively told me that the DVR (normally $22 a month) would be free for the first 12 months, and HBO was free for 6 months.

When we received the first month's bill for $142, I called the billing department and spent an hour getting the runaround. They ended up removing the DVR rental charge, and telling me that the taxes and a $10 shipping charge for the modem, made up the rest of the charges. The following month, I added ONE CHANNEL to my service (NBC Sports), which I was told would be an additional $6 a month. When the bill arrived for over $150, I once again found myself on the phone for over an hour with yet another billing rep named Andrew. He informed me that the original offer that I signed up for expired the day after I signed up for it, and that they reconfigured my services accordingly, after I added the channel. After an hour on the phone, he figured out a way to get me a whole "sports package" for only an additional $10/a month. He said the bill would be 121.98 a month, including taxes. I agreed to this.

Next bill arrived for $162.34, prompting me to spend an hour and 12 minutes on the phone with Sarah, who figured out where their errors occurred, assured me that all the overages would be fixed, and that my bill going forward should run $125.94, again... including taxes. Taxes are important, as the several people I dealt with yesterday insisted that their reps NEVER say that the bills include taxes, and that the two reps referenced above specifically noted that they didn't say that. This is incorrect. I couldn't make it up, and wouldn't write it down. Had they quoted $125 plus $37 in taxes, I would have cut the service off immediately.

The current bill arrived with a $279.27 balance due, prompting another 90 minutes with their incompetent billing reps, yesterday. The bill included the previous month's bill, which hadn't yet been recorded (although it showed as having been received), as well as a NEW $7 late charge, even though the bill wasn't due for another 3 weeks. It also included the $22/month DVR rental, which was originally quoted as free/included. The first rep (Michael) informed me that my base bill should be $135 PLUS taxes, which is WAY off of the initial $89.99 I was quoted for the one additional channel. He also reiterated that the reps never include taxes in the pricing, which I'll again say flat out, is a lie on their part. Yes they do. Twice.

I was then sent to Michelle, who was somewhere between unprofessional and obnoxious. She informed me that my base price would be what Michael quoted, taxes are never quoted, and went on to say that my initial contract had me signing up for $111 a month in services, plus taxes. Obviously this is again wrong, and can be verified on their website. The bundle prices vary monthly, but they're still pretty much the same. I guarantee there was no $111 bundle special when I signed up. Michelle was the worst person I've dealt with so far within the company.

I spent 20 years in global telecom management in the Silicon Valley, which required me to deal with large telecom companies all over the world. Frontier has the unique honor of being the single most incompetent, dishonest company I've ever experienced. They overbill consistently, charge for things they tell you are included, misquote pricing, and totally lie about whether the prices include taxes. I want the bills corrected, for them to be consistent, and for the company management to know that their reps are dishonest and generally incompetent.

So this time a GUY answered, he asked me if I was using my phone. I said, no. So he offered me a "better deal", he told me he was going to take off the phone service, and leave the the TV and internet for 68.98, and he credited the account for that month. Yesterday, I sign in to pay my bill for "68.98" and it turns out the bill was 284.00 dollars! So I called and get connected with a supervisor Jacky, whom by the way didn't apologize once! And told me that the 68.98 was just not true, that she could offer those 2 services for 110.00 dollars per month. I cannot get my three services back for the price I had.

He lied to me, mislead me causing for me to renew my contract, and now I have to pay more, all because he wanted a "good survey". I contacted them again today, and they offered to lower my current bill to about $115.00, which is still higher than 68.99 price I was quoted, or even for the three services I used to have. And if I decide to cancel the services, I have to pay cancellation fee for 2 yr contract because it was renewed last month.

Further, on 5/6, 2017, I received a bill for $157.84, 1 month after cancellation with added charges of $93.54 bringing the total to the $197.35 above mentioned. All in all, their billing process is a 1 and the information they give to try and explain their bookkeeping is misleading on one hand and false on the other. Thank you for your time.

Various attempts to call back and lots more time, each person we talked to could never find our information, but was willing to help us set something up. This time we were quoted slightly above 100 bucks a month and a $400 Amazon gift card, not what we expected but okay, we need a land line. Once again same issue, nothing ever got set up, so we call again, can't find our information, and are quoted a higher price at about 115 and an Amazon gift of 200. Ugh, well if that's what it is and we need it, okay.

A couple days later Dish comes out and sets up their stuff, BUT nothing is ever set up with Frontier. We call again and it is the same issue; they can't find our information. This time it's still about 115, but no high speed internet (due to our location now) and no Amazon gift card. At that point, we decide if we can't have high-speed internet then it does us good to have their service. From there our communication stopped with Frontier back in January. BUT this last week we got a letter from them, with the incorrect address, saying we owe them 400 bucks for past due balance! For what? We have never had service with Frontier and we have been paying Dish directly, as we would have anyway. The only reason this piece of mail made it to us was because the postman recognized our name and put it in our box.

We called them this morning and were shuffled around from person to person and department to department. Now they can magically find our account (that they could never find before), and one says we owe only 32 dollars. "For what? We never have had service with you." We're then sent to another department that's not in. We call again; this time to be told our account is in Collections, so we have to call someone else. But the number is different from what was sent in this letter that doesn't explain anything but a past due amount. But for what service?

We then told them: "We have internet service through Spectrum; that we have had them for years now." (But would've cancelled if we got Frontier). "Our TV is paid through Dish. And our LandLine is the Southern CA Telephone company, since we couldn't get Frontier to get their act together." The lady then tells us; "Well you need to contact your current provider to figure out what this bill is about." "For what!" They are not the ones billing us 400 hundred bucks for service that was never provided; Frontier is. "Well you need to call Collections because it's out of our hands now, but they're only open Monday through Friday."

What a headache Frontier has been, and we have never had any service with them. A nightmare of a company that's trying to get money for nothing provided, and is now trying to ruin our credit. How can this company still be in existence with this kind of reputation and big-business pushiness, and nobody from the company can give a straight answer?

Since the switch to FC, my uploads have consistently been about 0.2mbps up, and less than 5 mbps down. I have had multiple visits by FC to check on wire connections, my modem, and "issues" at their nearby exchange facility (moving from old two-wire copper lines, to maybe something adequate someday?? - they seem confused).

The last tech here said he could not find a reason why I should not be connecting at a faster rate, which should be "up to" 10mbps X 10mbps. Don't you love the corporate language their lawyers wrote in "up to", which means "We only have to provide service above 0.0000000001mbps - that is "service", and you can't ask for guarantees - hell, at 0.000000000001mbps, well, we still provided service." I will expect them to not give a rat's hind-quarters until we all dump them in this town, and drive the 45 minutes to the nearest Starbucks to upload a file. PLEASE, some cable-able communications company rescue us. We would pay twice the amount for decent service (maybe a lot more).

BTW, an aside. This is a tight community, and the last tech out to me had worked for Verizon, and inherited the job with the switch to FC (tempted here to change what the "F" stands for). He hates his job now, and is contemplating moving his family to a non-FC community. Hey Frontier Communications, put that in your corporate pipe, and choke on it. Guess DirecTV internet is the only choice now, but problematical, given all the trees around here (not to mention snow, which cuts my feed from them with an inch of snow on the dish). Hey FC, get your freaking act together! Or not. Shareholders will dump you as your customers dump you.

My wife spent countless hours pleading with them only to be hung up on or "disconnected" whenever the issues became too cumbersome to be handled by them. There is zero confidence in any of the representations they make. We have been assured countless times that everything is "taken care of" only to discover the problems have only increased. Frontier should not be allowed to conduct business in this manner. There needs to be some regulatory oversight or management overhaul. I gave them one star only but they don't even deserve that.

Consumers are advised to stay clear and avoid the heartache and frustration, not to mention overcharges, we have had to endure. Our misfortune is that at the present time, due to our also having Dish Network for foreign language channels, we cannot change from Frontier to another cable TV provider without re-wiring cable lines in the house which require an electrician to perform the service at a cost. We may be having to make that choice very soon.

I called to complain, and the customer service rep told me I had an old system with my phone and internet and he could give me a better package for cheaper. It sounded good, but he said they had to come to my apartment to hook up the new internet. He gave me an appointment on a Wednesday, but I said I couldn't do it Wed. so he changed it to Thursday. On that Tuesday, I got a voice mail saying I had an appointment on Wednesday. I called Wed. morning and said it was wrong. So they rescheduled me for two weeks later!

Later that day I realized I had no internet connection. I called and spent hours on the phone while they were trying to figure out what was wrong. The phone connection was interrupted and they never called back. When I called again, I got of course another person who took very long again. It went on for the better part of the afternoon, until they finally told me it was because they thought they were going to set up the new connection so they had disconnected me and couldn't reconnect me. So the conclusion was that I had no internet service for 2 weeks.

When they finally came, they set up the new internet, working outside the building for several hours and finally it was working fine. Meanwhile they were also changing my phone service. The guy on the phone told me I would get, among other things, caller ID, long distance service and voice mail. I said I didn't want voice mail since I had an answering machine. He said "OK, I will take it off." However, I had no caller ID, no long distance, and did have voice mail, which answered the phone at the same time as my answering machine, and the phone would then hang up. No one could leave me a message. It took a whole week to fix this. I was calling every day and every day they would tell me it would be solved the next day.

When that was finally fixed, the internet was again not working. I called customer service and they told me it was a problem with the DSL and they would have to send someone to fix it. They gave me what they said was a "morning appointment" from 8 am to 12 noon almost a week later! So again no internet for a week! At 11:50 the guy had not shown up, so I called and they told me, "No, this is an all-day appointment, from 8 to 5. So I waited all day and the technician never showed up." When I called again to complain, they told me "He will call you tomorrow to set up another appointment." By then I was fed up and decided to go with another company for my internet.

Today, I have no phone! I called and was told after a while that there was "an error on the phone line," whatever that means and that "it is a very complicated matter," so they have to send a technician. The appointment is for June 1st. So now, I have no phone connection for almost a week! I am so fed up with Frontier. I have never come across such incompetence! Besides, their customer service is terrible. the people who answer the phone are very nice and polite, but they have absolutely no authority or competence to do anything to resolve your issues. Every time you call you talk to a different person, who tells you a different story. You can never talk to a supervisor or anyone in charge. I see that there have been countless complaints about them, but they don't seem to be improving their services.

Today, I get a bill for 68. I chatted online with someone, who said I was being charged 44.98+9.99 for internet protection, I never asked for. I decided to call. Customer service admitted the lady who quoted me LIED. They would remove the 9.99 on the next bill. The best they could give me was 34.98 a month. NOT the 24.49 the lady said I would be paying for 2 yrs. He also told me I was being charged 1 month for the 1mbps and 1 month for the upgrade + the 9.99, bringing it to 68.

After reading complaints on here and on the BBB website, I wonder why is nothing being done about this company? Why aren't the Attorney General's in other states doing what they did in West VA? I am willing to pay what I was originally quoted. But 68? No way. Worried about my credit report after reading these reviews. I asked the young man one more time, "is this the best you can do for me?" He said yes. I told him, "I'm done" and switching to a new provider. I have a new provider setting up next week.

Most recently, although service was restored, they said they were sending a tech out, and they gave me a ticket number. I received a charge for $84 on my bill for a service charge. They said since they didn’t find a problem on their end, it was my problem and I was responsible for the charge, and refused to credit me. Three huge problems with this; they never found a problem on my end when they came out for the same thing before, in fact, it was determined that the problem was on their end, no one saw a tech anywhere near my home, and finally by the time they came out the internet was working again, so of course they didn’t find a problem on their end. That doesn’t mean that the problem is on my end. All I want is a credit for a service charge, but they refuse. I started with just be dissatisfied, and tried to give them a chance to make it right. All they managed to do was make me start looking for a new provider.

For the next 1.5 months the billing spiked to $209, then $307, and a final $372. I then called Customer service, and they gave me all kinds of excuses, over the next 2 months, so I started LIVE CHATTING, so I could save the conversations. Eventually they corrected the account, and the $162.65 would cover Jan-Feb, and I wouldn't be billed until Mar 2017. "I'm guessing the billing Dept. and these CS monkeys don't talk!". I received a bill days later for $191.97. Now the bottom line is, this POS company says one thing and does another. Money is not the issue, but rather I should not pay for a service I did not receive, nor owe.

I should not have had a bill for $80.97, until March 2017 for the upcoming month, but was billed for $191.97 for previous unexplained charges. So as you can see, this FRONTIER Communications overcharges, even after correcting the acct. If I had crappy credit, they wouldn't see a penny of this bogus charge. I will pay the bogus charge to keep a good credit standing. I have all documentation in hard copy, as proof of this bogus charge.

My agent said he checked with the supervisor, and that is the best they could do. I demanded to talk directly to the supervisor. After some time, he came on the line. He apologized for the confusion, said that his agent made a mistake, and that he could do it for $83.99 for the first six months and $106.50 for thereafter. I, reluctantly, agreed to the increase.

A month later, I get my first bill for $153.71, which is $69.11 higher than the supervisor's new quote! I call them back, again, and get another supervisor. They look over the account and tell me that the other supervisor made another mistake, and that they will fix it. Then she tells me that my bill is now $94.99 a month for the first six months and $119.50 thereafter. She, again, apologizes, this time for the supervisor who made a mistake, fixing the mistake of the agent before him.

Who knows what the next bill will be, since each person I talk to quotes me a higher fee than the last one, and the bill that comes has nothing to do what what they say! This is the worst company and experience I have had with sales people, and Frontier WILL NOT get my business in the future. They also lied to me about other costs, like my cable card, router and installation, and there is even more insanity to this story, but that's enough for now. Frontier is a terrible company to deal with.

Called and asked what to do with 3 receivers and one internet router. No help. Received a bill for over $2500 for services. When we called they claimed our service was disconnected in October and we owed. Someone did not do their job on the Frontier side. I will not pay for what I didn't use. I am sure it's easy to find a report of access via signal to verify. To this day I still have 3 receivers and Internet router. The transition was not prepared and practiced for. They winged it as they went and we are seeing the damages.

I called a couple more times over the next couple of days and got numerous reasons and time frames for my service to be fixed. The only reason they didn't give me was alien abduction of my router! I never saw a repairman, never even seen a truck within miles of my house but I was told there were a couple trucks sitting on a service road to a corn field about 15 miles away. I guess they were setting up phone service for Children of the corn and that's why they couldn't fix mine. I ended up going into the phone company billing office, getting a new router (to replace my one that was 13 years old) and fixing my DSL problem myself! This company is worthless, tech service never turns in tickets for dispatch and if they do, no one ever shows up to fix anything.

I looked online and saw that my pricing was still at $178 even though the new billing was to take effect on the 19th. When I called I was told that my pricing was now $124!!! I was like, NOPE, it should be $84! Run around after run around, so I finally said that I wanted to know what to do to get out of my contract and NOT be charged since they were doing a bait and switch on me. I was told I would be charged the early termination fee. I had to get off the phone so I called back about a half hour later. A new person told me that no, I was not under contract so there would be no early termination fee. He also tried to get me down to the $84 I was quoted, but couldn't do it.

I am now waiting on their Escalation Dept. to call me to see where we go from here. If Frontier can't give me the $84 quote (and yes I had the person's name and badge number that quoted me that) then I will walk. I guess Frontier has so much money rolling in and so many happy customers that they won't mind losing me. It is amazing that each person you talk to will give you a different answer to the same question. HORRIBLE.

I called on May 17, talked to Tom in Tennessee who told me that I needed a new order for 40 Mbps because that was all I could get. It would cost 95.60 per month (phone and internet). We completed the order, install was scheduled for Friday the 19th of May. On Thursday the 18th I got a call asking if they could do the install that afternoon, no one called, no one showed up. When I called it showed the appointment canceled. They remade the appointment for Friday the 19th, no one called, no one showed up. I called and someone filled out an escalation ticket on Friday the 19th. I got an automated call on Sunday May 21 saying they would do the install on Monday the 22nd.

At 9 on Monday morning I received a call from the tech informing me I could not get internet any faster than 14 Mbps and he would complete that install if I agreed. He could not tell me what it would cost. He completed the install this morning. I called to find out what it would cost and they could not tell me until this afternoon. When I called they informed me that 14 Mbps would be 103.00 per month. When I replied that it was unacceptable they hung up on me. I called back, got a supervisor and was disconnected, and received no return call.

So to date I have called them 22 times, spent approximately 12 hours on the phone, spent 2 days (4 1/2 days) waiting for them to get 15% of the internet speed they originally sold me for 99% of the cost. The customer service reps are nice but basically useless because Frontier's system is totally useless. I used to think bankrupt and gone Circuit City had the worst customer service... no more. Frontier jumped ahead of every other company for the absolute worst customer service ever. Original order number # ** (90 Mbps), second order number ** (40 Mbps).

So that Friday I called in at 12. I had to get off work and I called in only to find out that they had canceled my ticket and that there was nothing wrong with my internet service other than a common problem. I won't ran a speed test and told them that there was a problem, and that they needed someone over because they did not notify me that they canceled my ticket. They gave me the runaround and I have talked to 4 different people. Fed up and I call my mother who's the account holder figuring she could get a little further than I could and she somehow got them to agree after she was passed to four different people. They gave us a new ticket for Monday which again I then had to call off work because I have the most flexible job.

To my surprise the next day which was Saturday they showed up without notifying me at all. I was getting ready for work and I had to say I'd be an hour late because they just shut up when the technician went to fix the problem. He said that the wires were all mixed up where the phone lines and then or not came into the house. This is a problem that they could have fixed last time that they were at the house which was three months ago and now put it off by giving us a new modem. The fact that I had to talk to a total of 12 different people and three supervisors not included in the 12 people is a little ridiculous, and the fact that I had the runaround is not acceptable. I would not go with this company ever again if I had any other choice.