Frontier Communications Reviews

I then received the new bill indicating no change in billing even though I was only using their internet service. Another lengthy call was made. I wake up to find my service suspended due to nonpayment. I make the payment for the nonadjusted amount hoping it would restore internet. Three days later nothing. I call again and they see the payment but they have restructured their billing/collection department and they have to now wait on them. I then view my account online and it still indicates that I have all of the prior service package (internet, TV, and phone) but I in fact have nothing working at all.

It also still lists the same bill amount ($229) and now a credit of my payment. The representative whom I was on the phone with nearly 2 hours does not have an answer. He is dumbfounded and explains that it should be restored the next day. That day has come and left. Frontier insists that I still owe the full amount. I refuse to pay for services that I requested to have terminated. The fact that they cannot figure this out is unacceptable and unprofessional. There needs to be a class action for damages rendered and moneys lost. I can only imagine that there are many other unaccounted for complaints. Frontier was not prepared or equipped to handle to loyal customers that made Verizon.

I called to resolve this issue, and the person said, "Sorry that's our fault. We will give it to you now." I say, "Ok thanks. So will you credit my bill from what I was being charged to what I have been receiving and originally paid up until the last four months since I upgraded." "Well no because you had a credit that expired and now you're being credited again, for something else." What I don't know because they talk in circles and never explain what you're actually receiving, after this last issue I end baffled. Now you understand. Great because me either. Nothing makes sense and no one can help! I can't spend any more time writing this. Just sad and feel taken advantage of.

When I asked to speak to a supervisor, I was told they would have to call me back. They never did call me back, so I had to call them back again with more extreme hold times. I finally discussed this with someone who said he was a supervisor, but wouldn't help me and wouldn't give me his supervisor's email or contact information. He was condescending and rude. He said if I wanted to complain about him, I should write an official complaint to the FCC. I just finished my complaint with the FCC and now I am here. This is the worst company I've ever worked with. I was with VERIZON and I would NEVER have gone with this company if I wasn't forced to by the VERIZON sale. We went with VERIZON for the Fios connection. It's really the best picture quality. I don't want to give that up, but I can't work with these people. The incompetence with this company is unbelievable.

I called again over a week later as internet has not changed, still SLOW. I was told their equipment was needing to be replaced for the community is overloading their equipment. I waited 3 weeks called again. They claim I should see a difference in 1 to 2 days as equipment will be in. I pay $39.99 a month for this terrible service. I will check again in 3 days and then will start asking for credits for prior months paying for a service not up to speed. If at all possible do not use this company for your landline or internet services. Some rural areas have to use their internet service as that is their only option. And Frontier realizes that and is in no rush to help those customers out. I will continue to follow up on this review, as I think people need to know how bad their service and customer service really is. I would have given them less than 1 star if the system would have allowed to do so.

I asked if a tech or rep from Frontier would be coming by the house, and they said "no". WTH? If no one needed to be home, then why did I take multiple days off from work, at Frontier's direction, so that someone could come by my home? Not only that, but EVERY time I call, I have to tell them all of my info again and again. This is not just to verify my account; in fact today, I had to tell the Frontier rep my account/phone number 4 times throughout the call, and had to tell her my address 2 times. Do they not keep records there?!? In short, it's been 3 weeks since I initially called to set up service, and after countless calls to Frontier, I still don't have service. What kind of show are they running here? What telecommunications company remains successful with this type of operation? I politely let the Frontier rep know that if I don't have telephone service by Monday, I will absolutely be cancelling with Frontier. This is flipping unbelievable.

Fast forward to January of 2017, I am buying another home and it is still on my report. I called again and spent 90 minutes on the call. I was informed by the representative, Earl ** that the account was charged off - what more did I need. I told him that charging off an account is not the same as removing it. He suggested that I contact the bureaus and ask them to remove it. Which is not how it works. Frontier Communications has to do that. He then said that I needed to file a complaint with their Office of the President. Which I have done - twice and guess what? No response. I have spent hours upon hours trying to get this resolved. At this point, I am concerned that I will either not be able to purchase this home or the rate will be so much higher. I need this removed as they promised they would.

I received the survey and gave a good report. I didn't received a revised bill... and it took 3 more calls to finally receive a revised bill that does not seem correct. I must mention each call I am on the phone at least an hour or more... waiting then explaining the same story over and over again. In December I called about the $300 Amazon gift card. I am told it takes 90 days from the date of installation of my cable package and I will definitely get it around the middle of January. January billing comes and the Amazon card is listed but no activation code is included. I call in and a customer service agent tells me that I was not entitled to it!! I am so frustrated with Frontier that I canceled the package and went back to just Internet. I am now looking for a new Internet provider.

Original Review: Jan. 26, 2017

I had an issue with my multi device security suddenly stopping. I was told after an hour with the first tech that it would be fixed in two days or email him. His email didn't work. I then did an hour chat and the woman uninstalled my Frontier secure and disappeared. I started another chat that lasted another hour and this one gave me the number for ID monitoring and would not do one more thing.

After being directed to two techs, a Frontier secure person I was told a different tier had to unlock my now locked ID monitoring and actually, "wow no one told you." Frontier had lost all control over all multi device security. When asked if my devices were now vulnerable they said: "Frontier will reimburse any losses". 3 hours it took to be told what was going on. 4 techs to unlock a locked password and I still don't have security.

Not to mention a repair guy that dropped off my router in the box and left two days BEFORE he was supposed to be here, purchasing a web of little devices that surprise don't work so now get a google hub. Works great but now I don't know what to do with all these devices except keep paying on them because they won't take them back. Also during our ice storm my wires clotheslined my street and I couldn't get anyone out here. Even the city called them!!! All I can think is this must be a very hard business because no one wants customers unhappy. I hope they recoup the mess and come out shining.

What I got out of that? They took the fake charges off and just charged me the regular monthly charge for the new month. But no credit. And no assurance next month's charges won't be faked. They made up this and that with the amounts on my bills and claimed I don't really have a credit. So I am out 50, plus I was already out all the money they charged to start me up with them, which was over 200. I am going to make copies of everything and send it to the Attorney General for my state. I am also going back to Comcast, so you know I really am not giving these Frontier thieves money anymore.

Here I am again faced with another scenario that somebody has messed up from your organization again all because somebody doesn't know what somebody is doing. And sadly, somebody that should have some kind of idea of what their department is doing; well; that somebody just doesn't care enough to get involved nor to know what somebody isn't doing. That is terribly sad and disturbing.

I will talk and communicate with somebody more than likely for several, several phone conversations before getting my problem taken care of. Somebody doesn't know how to take care of customers. Somebody doesn't know how to make proper notes in a file. Somebody doesn't know how to fix a problem correctly. Somebody doesn't have any empathy or compassion for the customer. Somebody doesn't take responsibility and own up to admitting they did anything wrong. Somebody is not held accountable by somebody else within the organization. Somebody just doesn't care about people or the problems somebody brought on from their company and the hardship it causes their customer. Somebody really needs to be taught what it is to help the customer. Somebody is lacking terribly in all the above qualities.

Somebody was able to teach me years ago what all the above meant and how important it was to follow and quite simply how easy it was to keep these basic principles when working every day in the customer service industry. 42 years ago and I'm still doing the same thing today. Sadly the rate Frontier is going I would guess you are lucky to keep somebody for less than a two year period.

If somebody cares enough to inquire with me as to what is happening at this current moment with Frontier Communications please call me at **. This problem all started because my dad passed away and my mom and I were merely trying to update the name on her account, removing my dad's name. We trusted somebody was doing the correct task to update this information then all heck broke loose with her account.

After calling several times, between holds and transfers as long as 1 hour and 51 minutes, I've still gotten nowhere. In 1 conversation, I was told I owed 3 different amounts. The previous week I had called and was told I had a credit of $4.17, the next week I owed money and this past week my bill increased more than $40 over the prior week.

I've been billed for sports packages I do not have and one I did not request. One CSR argued with me that his notes said I called on Christmas Day and ordered ESPN when in fact I called on 1/1 or 1/2 the day Alabama played Clemson because I really wanted to watch the game. I was told that the service could be connected in 10 minutes and would cost me no more than what I was currently paying (which I did not actually believe, based on previous history). Eight hours later, ESPN was still not on. When I called, I was told that it was scheduled for 1 - 2 weeks later and the rep said he didn't understand why I was told it could be done quicker. So I told him to cancel the order. I guess he must have tapped the "Order" instead of "Cancel" button and it resulted in me being charged an additional $64.99.

Then last week my beloved MSNBC and several other channels could not be seen. When I called, they first made me go the computer to look up my bundle and see if that station was still a part of my bundle... It was. Then I was put through to tech support who confirmed that I did still have that channel but he could not fix the problem. He said that another tech support person would come out the next day to fix the problem. Surprisingly, I did receive a call the next day, but that person told me that he showed my bundle did not include MSNBC. I could go on and on, but these comments mirror the experiences that so many have written about.

I asked for supervisors to call me but no calls ever came. One rep escalated my complaint and I finally spoke to a supervisor who could not explain the bills... She gave me several different amounts that different systems said I owed. She even showed that I agreed to a package one month ago that increased my bill over my original amount. I had been quoted a lower rate. She seemed to doubt that I did not agree to that increased rate until I asked her if it was realistic to believe that I would agree to pay more than I was for service I was having problems with. I also asked her if she was looking for a job... I cannot believe any person with any integrity or talent would want to work for this company. They must be getting screamed at all day long. The poor reps try to be helpful and understanding. I could never subject myself or my employees to this type of treatment.

Anyway, after still not hearing from the escalation team, I called to cancel the service. The rep passed me on to the "retention" team... A man whose tone and demeanor could not have convinced me to stay. He promised to cancel my service yesterday as requested and send me an adjusted bill today. He refused to give me an e-mail address where I could file a complaint saying that his e-mail today would give me that information. Do you have to ask if I received an e-mail from him today??? I did ascertain from one of the reps that I was not under contract... But I imagine when that bill comes it will contain an early cancellation fee and intense collection efforts will ensue. And that's the point... No company should be allowed to get away with this. It is fraud; gross incompetence at the very least. So l plan to file complaints with every regulatory body about Frontier and encourage everyone else who has posted to do so.

Next I received a bill for Service Activation fee of $139.**. I called and this time and it was answered by some old and very rude lady. She kept shouting at me to speak loudly, after I told her how can I file a complaint on her she suddenly changed her tone. I told her, "I don't have a phone service and you are charging me for activation while I was promised to switch over from TWC to Frontier for FREE and life will be so much more wonderful." To make it short, after 1 hour and 54 minutes, my line got dropped and no one even bothered to call me back. This was followed by several more calls till January and every time, I would call the support they would ask me the same questions over and over again and they would ask me to plug phone to a different wall jack or change phone.

I was so frustrated that I was asking them if you are Jesus to bring life in the line when it has not been wired. It was my eighth or ninth call when they told me, "We noticed that your service has not been provisioned and since now we have provisioned it, now go plug the phone into the jack" and the same story over and over again. Around Jan 11th one good gentleman (Mark) told me to file a complaint with office of the President and he sent a tech to turn on my service. By this time, I paid them $300 in good faith as I was not sure what will be my real bill. Every time, I called, I always offered to pay if they would take my phone charges out or even disconnect my phone service. I was told they cannot give me credit, till service has been turned on and once turned on then they will give me credit or if I cancel my service my discounted rate would go up. So I was stuck between the hard place and the rock.

Anyways someone came and wired my line. I could hear the tone without any noise and she left. Three hours after, she left tone disappeared. I called again and I was told the same story again to change jacks or phones. I offered to make a payment at this time as I was sent a notice for disconnection, but they would not give me any credit and would not turn off the line. Three more calls and on Jan 17 someone came and again played with wires and left. I was not sure if line will last over a day.

On Monday morning, after I heard the tone, I paid $250 again. Few minutes later, I realized my internet is not working. I called and I was told that "Since you did not pay your bill, we have turned off your service." I told Frontier that my phone and TV are working fine but they kept insisting that "Once we receive payment we will restore." I told them that I have made the payment but they did not understand. After my 3rd call they acknowledged that they have received the payment but will not restore till it will get posted after midnight.

Today when I called they told me it has not been posted. I told them my bank shows payment had been withdrawn from my account but they would not give me the credit and now they are telling me wait for another 24 hours. I have sent a request to the President office to cancel my service as they are in breach of the contract for not giving me everything I ordered but so far I have not heard from them.

Issue #2, my 1st bill. I signed up for a special promo that this gentleman was surely proud and sold like the finest used car salesman in the nation. Well first bill is already wrong and is billed at full price with no promos. So I call and wait approx 15 minutes on hold to speak to someone to get that fixed. Absolutely a complete disaster so far. My neighbor who signed up about 4 months ago states that he has had to call for 3 months in a row to get his bill corrected due to lack of promo pricing. I truly believe they are scamming people just to see who will take the time to call them out on it.

Now I'm currently waiting for my tech. I see a frontier guy about a 1/2 mile down the road and stop and ask him if he's there to fix my issue and he said "no I don't see your name on the list. Another tech may have it but I do not." So crossing fingers and saying many prayers I get my service back today. I cannot believe a company is allowed to continue in this direction and have a monopoly over so many American people.

I've made several calls to inquire on the whereabouts of the scheduled technician and reschedule. Responses are all the same as other reviews. I've finally advised my mother to cancel and take her business to Spectrum (aka TWC) so that she only has one month of service with Frontier to dispute instead of months and several hundreds of dollars like others that are now in collection for their fraud. So if you are reading this, quit now while you are ahead. Frontier just doesn't have what it takes at this time. Perhaps later they will. After all, look how long it took TWC to get it together, and then they got better and got bought out.

Lol... today, I asked Frontier tech support to escalate my call to at least a tier 2 or a senior. I explained why, my level and our previous calls and issues. I even told her that this had nothing to do with her and no disrespect to her, but my mother has been without Internet for several weeks now and I am a senior network engineer myself, and explained all that I've done previously and today with the new router sent. She responded that she was support and all I'd get. I asked her what level was she cause she obviously didn't understand when I asked to have my call escalated. She then replied that she was a tier 1. I told her that I needed at least a tier two and explained my level of skill and what I've already done (which Katrina had no clue meant) and why I needed at least a tier 2 but preferred a 3.

She then replied, "well, I am Katrina. I'm not the last tier 1 you spoke with. So perhaps I know what they don't. And besides, tier 2 support won't speak to you". I realized I would give little miss know it all Katrina the benefit of the doubt since she was so confident. But within less than 10 seconds, she was putting me on hold constantly and reading a manual! That's why I didn't want a tier 1. Well, she could resolve it and said what they've all said in the past 3 weeks, "we must send out an onsite engineer to resolve this issue as it can't be resolved by phone". But the last tech that came out didn't resolve the issue, and the last two before him, never showed up.

So there ya have it! Do you really want to use Frontier? Hopefully these reviews will discourage you. Don't be like some that are barreling 3 months of service charges or more. At the most, Be like my mother that quit at one month and moving on, fighting the one month but if that fails, she's cutting her losses, paying them for just one month and moving on but not with their services. Good luck all!

Currently on hold for call number 14 as I author these words. This is the worst company I have dealt with and unfortunately where I live the options are very limited. There is a systemic problem in this company's infrastructure for customer service and communication (and wait are they not a communication company?). DON'T USE THIS COMPANY IF YOU DON'T HAVE TO!!!

Eight pages were fax to the company, a department that has no address, and no one to speak to. Made phone calls regarding payment. Was told by a person in Texas that they had cut the services to two disabled persons. And that I was not able to resolve the problem. This person in Texas e-mail the bank and explain to the bank that they had to fax the proof of payment again to Frontier. Up to this day I am unable to solve this problem. FCC needs to take a good look at this COMPANY!!!

My husband called and we were told that they did not give us any reason to why they never arrived but that they would send one out the following day between the hours of 8-12 am. So the next day, I took off of work again and told my husband that I would wait so both of us did not have to stay home. I waited and waited again and finally at 5 pm!!! a technician arrived and set up our internet. Fast forward to a few weeks later, we get a bill in the mail for over 250 dollars which included a installation fee along with several other fees. My husband called and they told us they were sorry for the misunderstanding and that it would be taken off of our bill... but then month after month after month we kept getting late fees charged on the balance that we were not paying.

We called again and were told again that they were sorry. After 5 months of late fees added to our bill the amount finally became smaller, but still was not totally taken care of. Periodically throughout that time we called because our internet was slow, wouldn't load pages, and was just absolutely horrible. Every time we called they told us if we would buy another package, then it would be better.... so more and more money with the same exact outcome.

About a month ago my husband was offered a graphic design job that would allow him to work remotely from home. Before accepting the job, he contacted Frontier and talked with a customer service agent and technical support about speeding up our internet in order to make his job situation work. He was told over and over again that it was absolutely possible and if he we would just pay a little bit more every month, they could double our internet speeds so again we made an appointment.

Again I waited that day, they were supposed to arrive between the hours of 9-12. At about 1 pm I called Frontier because no one had shown up. They said that they were contacting dispatch and that they would be out within an hour. Guess what? About 4:45pm they arrived and I was told that what my husband was told by customer service was incorrect and in order to get faster speeds, they need to send an order to the engineering department to see if there were available lines because to get faster internet they would need to physically bond two lines together to get fast enough speeds.

So again we put in a order and we waited and waited and waited and guess what happened when we called? We were told that the order was dropped and nothing was being done about the situation at hand. We then had to wait another week for someone to come out and "bond" the lines together. Fast forward to last week, just one week after they sped up our internet. We were told by the technician that in order to get faster internet upload speeds, we just needed to call and make an appointment so they would put in a work order.

I called last week and talked with a customer service representative and told her what was needed to be done. She agreed that it was possible to do and she told me that by Friday it would be faster. I told her to make sure that our download speed would not be changed because that speed was absolutely fine. She assured me that everything would stay the same but just the upload speed would be changed. I even got a confirmation call saying someone would be arriving between 9-12. No one showed up. I called the following day to find out what the heck was going on with our internet because not only did a technician not show up, but our internet was about half as fast and my husband could not even connect to work that day.

After waiting on hold for two hours, I was told that our service was downgraded to the previous speed. The speed that we had about 2 months ago!!! After a lot of yelling and frustration, I did have an appointment set up for today between 8-12. Guess what? No one is here. I am on the phone with a representative and I am being told that there again is not an order for someone to come out today. I am absolutely disgusted.

I understand that there are a lot of people that need to their services fixed but to be told over and over again that something is going to be done and then it isn't? I have had to take off about 6 days of work over the past few months and my husband has been missing work as well. Customers should never have to deal with situations like this over and over. Customers need to feel like they arent wasting their time with a service and being lied to by the people that they are paying their hard earned money every month to. So now it's been 45 minutes and I am still on hold.

I then called Frontier, told them of my decision. I asked about sending the router back. "Sarah" told me not to send it back, just toss it. I was not too surprised, as I had already realized it was worth maybe five bucks. To make a long story short, I have gotten two bills for $180.00, and am as of right now, on the phone I hour 45 seconds, trying to say I never used the service. I am trying to talk to collections. Maybe I should wait till they call me.

Original Review: Jan. 19, 2017

Frontier Communications doesn't live up to their quoted rates. I called their customer service to have my bill lowered after I saw a promotional rate on their website. They quoted me a new lower monthly rate, but when I got my next bill it was slightly higher than before. I called customer service again and had to negotiate a new price since they wouldn't honor their previous price quote. They also said they would credit my account for $48.18 to compensate for my troubles. I agreed on the new monthly quote and the compensation but the next bill I received was almost double my previous bill. I called customer service again and after two hours on the phone they told me they would credit me $20 and $50 towards my current outrageous bill. They also quoted me new monthly rate that was slightly lower than my original monthly rate before all of this started.

Then these fools ran my credit 3 TIMES, which caused me to have to prove my identity. So I had to wait for over 3 weeks to get this letter. I was told that as soon as I proved my identity they would schedule installation within 48 hrs. So I was on the phone with them forever (as usual) and come to find out, I have to wait until February 2nd! I am beyond done with them. I asked for my money back and I will go with the other option which was paying $399 for equipment and going with HughesNet. I have NEVER been this upset or treated this way by a company. Literally each and every person I spoke to acted and sounded like they could care less about my situation. I will NEVER NEVER NEVER deal with this company again and I have heard it's worse after you become a customer.

I have left NUMEROUS messages to the guy named Rick. I also called customer service and explained everything over to them. They said there was no way for them to corroborate my story with him because they had no way of looking up what department he was in. They (Frontier) have now taken me to collection without cause. I need your HELP PLEASE.

I have never been so frustrated with a company in my entire life. I ended up paying the $182 dollars just so I don't have to deal with such a terrible company ever again. No one in the company is helpful, they just send you around in constant circles and never fix your problem. Please save yourself the frustration and DO NOT pick this company, I cannot stress this enough. I wish I knew how terrible this experience was going to be, I've been in tears from dealing with this company.

Contacted them and they worked through the credit card issues, but refused issuance of any kind of credit at the time because, "[Sonny - supervisor at Frontier]: At this time Mike, we are currently not placing credits for services with issues concerning the transfer. The reason is that there may be a mass credit placed after the conversion is over with for all of the Verizon transfer customers. The on demand and libraries are coming back slowly as I have seen some customers with those features coming back. The information is being brought over in chunks and shouldn't be too much longer" (Pasted verbatim from chat). No credit has ever happened. I guess providing less than what is being paid for is OK? Thousands of complaints out there and no resolution. Seven months later the problems have somewhat subsided, though there are still frequent glitches in internet and television service. I miss Verizon! Never any problems.

I asked that since my contract has a early termination fee would I still be charged that fee since they have breached the contract and they said, "of course we will still charge you". Apparently Frontier doesn't have to abide by a contract, but I do. Frontier has completely lost my business and I will never recommend them to anyone.

Included would be a 400.00 dollar Amazon gift card. Initial year quoted was 129.95, second year quoted 156.95. Well confusion on install and was requoted 189.00 with install fees and two-year contract. Talked with customer service, requoted 111.00 first year and 129.95 for second year with 400.00 Amazon gift card, install messed up again. By now im pretty hot and have tried calling in several times to customer retention. Was quoted 270.00 a month. OMG I just have given up and canceled the whole install. I'M AFRAID IF I DID EVER GET INSTALLED I MIGHT BE PAYING 500.00 A MONTH. If you decide to do business with this company try and get a written quote. You just can't trust them. If a I could give a zero for their rating I would.

When we received the bill it was not for the new program we signed up for but actually for the program my husband said he did not want and the bill was increased nearly $100 per month for this. He called to get the error corrected and was told that they actually should have set up a field tech to come out and bring new equipment for the new program he had requested. He asked if they could just have that equipment mailed to him and that he could ship back the old equipment. The customer service rep said that with this program a tech would have to come out and that someone would need to be there to let him in the house. He asked if I could be there. I took the day off and cleared my schedule for the appointment that my husband set up with the service tech for January 16th between 8 am and 12 pm. When no one called or showed for this appointment I called customer service.

I have spent the majority of the day today on the phone with Frontier communications customer service because they scheduled a field tech to come out and deliver new set top boxes and a dvr between 8 am and 12 pm. They did not show. The online chat person that my husband contacted said it was because there was a medical emergency with the field tech and they rescheduled the appointment with no phone call and no confirmation that the new time would work for me. I called to reschedule and try to get someone to come out today since I took the day off and found out that actually there was not an medical emergency and that the order was not processed correctly so a field tech was not scheduled. I was told that I did not need to be home after all and our new service did not require new set top boxes or a field tech.

I asked why I was told this by customer service and they responded that they did not know and that the order was never completed on their end and that they did not have a supervisor that could help me. I told the customer service rep that I could not hang up until I had some kind of confirmation that the order was placed correctly this time since twice now the order had not been processed correctly. After 2 and 1/2 hours I finally got a manager that told me the orders still were not correct and that he would fix it. Then I asked again for confirmation. He said he had no way of confirming that and that I would just have to trust he did it right.

I have already talked to 3 people that confirmed they fixed it yet I am just supposed to trust this guy? Why? This manager offered no recourse for our inconvenience of incorrect billing, incorrect order processing and inconvenience of missing a day of work for an appointment that they never completed and that I never actually needed in the first place. I assure you if it were easy to change internet companies I would but it seems they all know this and have the same policies. I really hope this is something that can be changed in their training because no one at that company seems to understand how their systems work or how to process an order!!

Called Frontier and was placed on hold for 52 mins, then transferred to numerous departments, finally spoke with someone after being on hold again for 48 mins! The customer service reps are so rude and inconsiderate, uneducated and improperly trained!! Still to this day they have sent me two bills with two different acct. numbers, two different phone numbers, and two different billing amounts. I've posted a 200.00 payment to one of the accts., and it wasn't the correct acct. Spoke with them and they said they would have one acct. closed and the payment will be posted to the correct acct. Needless to say, this never happen.

I've been made promises over and over that someone would contact me and have the incorrect acct. closed and my payment posted to the correct acct., however this has not happen. Now I'm receiving threatening letters to disconnect my service. One supervisor told me that she was closing the acct. and would credit me 383.00 to the correct acct. due to them billing me and I didn't have service at that time, still hasn't happened. No one ever follows up, the chat line on their website never directs you to anyone to chat, you can never speak with a manager. My acct. is still in limbo. There is no corporate number to speak to anyone. This is a total nightmare. How do we get out of this contract? Who can we speak to? There has got to be someone to help us.

First, I switched out my router and no longer had FTP access. I talked to several people and was told I had to upgrade to "networking support plan" to get help with that. Huh? It's a setting in the new router and worked fine on the one previously that had the same interface. I called their corporate offices and complained to their Public Relations fella who told me the same thing. FTP is a standard protocol that everyone uses and you can even plug it into your browser. It does not require a networking expert. I solve that myself by downloading the firmware update for the new router, turning the entire thing off for two minutes, and restarting. If I can figure it out, they should be able to.

Today, the battery backup box in the garage is beeping as it did a few years back. We know that's what it is and we call and ask for the battery backup to be sent--that's what they did in 2013, the last time this happened. Several long automated menus "because our options have changed", wait patiently at each menu and in about 15 minutes, I get a real person. Again, a nicer than nicer but now you have to replace the battery at your own cost. He said "you can also buy it at Walmart and some battery stores" and connected me to Customer Service so I could get a price to compare--I waited 20 minutes on hold and finally gave up.

Overall, I think that Frontier is not acting ethically. By ethically, I mean I pay for a service, and the company acts in good faith to provide that service. Routine services like getting FTP to work when you install a new router and getting that set up are part of what I expect when I pay for the service. I'm sure it doesn't cost them $100 a month to run the data and phone line to my house, probably not even 5% of that. So I expect support to be provided at no cost when I occasionally do need it.

I also pay for the landline. I pay for that in this age of cell phones because I want the security if and when we have an emergency where the cell phone towers are unavailable. I lease the equipment that provides that from Frontier. Nowhere did I agree to maintain their equipment, which climbing up on a ladder to replace the battery with one I bought myself seems to me to include. Suppose I were some little old lady living here? Frontier has missed the concept of "service" and while I really could not ask for nicer to people to talk to, that just doesn't offset the fact that you pay $100 a month just to have the account with them but if you want actual service on top of that, they charge you extra.

When the tech didn't show up I called Armstrong and they came out in about two weeks. After 4 weeks so far so good and it is ten times faster than Frontier with no outages, even in the rain. I called Frontier to find out where to send the modem and they told me that I would owe them $400 because I was automatically renewed after 12 months. I told them I would take it up with the attorney general which I did. They are working on it to help me avoid the automatic renewal fees. Frontier is an incompetent and dishonest company.

I am still on hold, 1:20 minutes later finally got a supervisor ** on the phone that told me I needed to pay the charges due to prorated balance on early termination fee was applied, even though I had paid the prorated balance termination fee they told me I needed to pay when I closed account back in 2010. He stated they were having "system issues", this is why I was kept on hold for so long without even the agent checking in with me to let me know what was going on. When I asked who he reported to he stated he reported to no one and my next step would be to contact the office of the president at their website. Needless to say I am contacting the office of the president today to report this unspeakable customer experience. If I could give 0 stars I would!

Well needless to say that after 7 customer service people, plus 1 additional in the "customer retention dept" as well as 2 online chat reps, I am STILL being overcharged monthly, not a single thing I have been promised has been done. Last month when I FINALLY got fed up and decided that I wasn't paying the bill until they fixed it, and gave me the bill credit (THAT I WAS PROMISED REPEATEDLY). What do you think happened? THEY SHUT OFF MY SERVICE!!! ARE YOU KIDDING ME!!! So at that point I was just DONE. So I called customer retention to cancel my service.

The lady who answered the phone was asking me why we were leaving them. So of course I go through the WHOLE THING with her... AGAIN!! She now seems like she has a brain in her head and possibly the ability to fix this, which she PROMISED ME she would THAT DAY! She gives me a reduced rate, we go over all my services and what I am keeping and not keeping, and then tells me she is submitting for the bill credit for the past 6 months or MORE I have been overcharged while waiting for one person after another to resolve this! She says the reduced rates will also be retroactive one month so that when my new bill generates in a few days, it will be for the lower amount she is promising me.

After AT LEAST an hour and a half on the phone with her, it all appears to be settled. I get her name and direct extension, and she promises me that she will follow up with me the following week to let me know the status of the bill credit. She tells me that in the morning my "ultimate entertainment package" that I originally had but am not cancelling, will be turned off due to the new rate package I am in.

In the morning when all my premium channels were still on, I should've known I had been duped again!!! I have called her at least once a day, or more, every day since then, and no answer and no call back!! BIG SURPRISE!! But I was holding on to the faith that she would come through for me this time! THAT CALL WAS 3 WEEKS AGO! My premium channels are STILL ON. So I tried calling her one last time today, and of course NO ANSWER, I left all my information AGAIN, no call back! So I got in touch with customer service online today to see how much my new bill was, and if my new rates and bill credit had taken effect, I was quoted the amount of the old bill AND... THERE IS NO RECORD OF MY CALL WITH HER OR ANY OF THE PROMISES SHE MADE ME!!! NOTHING!

This has now been taken to a level I call FRAUD, SCAM, CONSUMER MANIPULATION. What are my options? Don't pay the bill, my service goes off and I end up in collections. So now I plan to pursue this as a possible civil lawsuit for all that I have overpaid! I would appreciate any comments or input I can get for help with how to proceed. In the meantime, save yourself a lot of time, money and aggravation and avoid this company like the plague!!

Original Review: Jan. 11, 2017

Moved to "Southwest Florida", Sarasota area in October of 2016. Since my wife worked from home, I needed the internet service hooked up and started shopping for prices. I had only 2 choices concerning availability in our area (DirecTV and Frontier Communications). I could not get "DirecTV" due to the restraints on having 2 dishes on my roof, so we chose the only choice we had, "Frontier Communications". I was told not to do it by other customers in the area because of their bad experiences, but I had no choice, my wife needed the service for her employment and I thought we would do all we could to make sure we get the right billing and the right service.

Well, we got the installation and from day one, the package was wrong, the price quoted was wrong. I have talked with 5 different people in customer service, each time telling me that I was correct and the bill will be adjusted, but it never is. They never call back, they never do what they say they will do, and they just do not care. Each month they tell me to pay the negotiated amount until the bill is fixed, and I do. However, they still sent a disconnect notice and as long as it's not fixed on the system, it won't matter. They will disconnect us and we will be even more in debt to them. It's amazing they get away with this.

Next month... another increase of $5 to $6. Now I'm paying $77 for a basic internet and phone with no TV. Up from the $58 it had been. Well, since I got FIOS back in 2014 from Verizon and no transcript of my previous complaint I start getting suspicious and file a complaint with the FCC, the Florida Consumer Protection people, and the BBB. And the next month rolls around bill is now $88 and the FCC sends me a letter that says 'Frontier stated your bill is correct. Complaint closed.' Which is quickly followed by similar letter from the Florida people and the BBB.

I'm amazed. Here I sent these regulatory agencies copies of my bills showing no 'discounts' and no 'expiration dates' but documenting my ever increasing charges... and they bought Frontier's 'The bill is correct.' over my proof? It all became clear on my January bill. Now $121. It seems that Verizon had set up $60 in 'Valued Customer Credit' with no expiration dates when I got FIOS back in 2014. So Frontier never bothered to change the wording of the 'credits' or the amounts indicated or added any 'expiration'. They just simply 'applied less and less' of the $60. So instead of receiving the full $60 I was receiving $7.22.

When I pointed this out (because now I knew what to look for. And there it was on every bill since July 2016. Every time my bill went up what was 'applied' was that much less.) to a Frontier corporate representative she had the outright gall to tell me 'The bill is correct. What you are seeing is a unfortunate error in billing that we will now correct.' I was stunned. They had been stealing from me a little at a time hoping I wouldn't notice and when caught still stated 'The bill is correct.' That the various regulatory agencies just closed my complaints despite all the proof I had presented them... it just proves that they are 'captured' by the Industry they are supposed to 'regulate'. Be Warned if you have Frontier FIOS. They are very deceitful... but 'The bill is always correct'!

First they moved my appointment without contacting me, then they gave the technician my work number, which does no good as I sit home and wait for him, and then they told me they had expedited my order to two weeks earlier, and when they failed to show again they magically showed no record of that expedited date. I caught them before my 4th appointment (which also shifted dates 3 times) and canceled. If they are this terrible before I have their service, how would they be with my business?

I agreed to this and that was that. Well the next month my account was charged $44.99. When I used the chat service, I was informed that there was no $24.99 plan or promotion available in my area, and that the notes indicated I agreed to pay the higher rate for the offered service. This was flat out wrong. So I called in and customer service told me the same thing, that there was no promotion for that price available in my area. There was no apology or empathy, they just made me feel like I was a liar. After a few calls I finally spoke to a supervisor as I had enough. Supervisor was extremely helpful, and as I was explaining my case, she said she looked up that promotion and it was not available in my area. Her explanation was that the customer service rep should have looked before offering me that promotion, but got me to agree to it and then likely looked and saw it was unavailable, but did not tell me and set me up with the service anyway.

I asked how this could happen and they said it shouldn't and apologized. She told me the only thing she could do was get me back on $34.99 with the speed lowered back down. I agreed to this. She explained that the next bill would show a prorated discount from the date I originally called in, and that my price would be back at $34.99. Well last month bill was prorated and lower, but still showed the normal price of $49.99 for Broadband Max service. This month's bill became available to view, and sure enough, it is showing they will deduct $49.99 from my account this month. So I just contacted customer service, again, for the 6th time with this issue. They told me that $34.99 price for Broadband Max is not available in my area. They said to get that rate I would have to call in and talk to the "Saves" department, which I assume means I call and say I want to cancel my service.

I cannot understand how they can keep promising me resolution on the phone with no follow through. I mean they record the calls, if I need to obtain them to prove they are lying to me. Recently I received a survey which indicated Frontier has hired an outside vendor to conduct customer service feedback for them. Apparently I am not the only one with issues with this company as they are realizing they are in need of help to save their brand. I will be moving in 2 months and I cannot wait to never have to use Frontier again. TL;DR: Customer service promised me a price for a sale that was not available but set me up with the service anyway. Subsequent calls to customer service were all useless and made me feel like a liar. Even a supervisor promised to resolve the situation and lied to me about a promotional price they could get me. My recommendation is to avoid Frontier for any service.

On the morning of installation I receive a call stating that needed me to fax a rental agreement to them because service in someone else name was already on at our address. The former tenant had died and I don't know what she had or did not have. So not having internet I went to Staples and faxed what they asked for. Next day called to check status and was told that department was backlogged for 4 weeks and had not reviewed my case. By this time my family had been without any tv, internet, etc. With 6 kids that's not working out well. Finally on Dec.27 2016 I called DirecTV and had them install cable (which they did next day) and then Spectrum Time Warner took care of our internet the next day! I asked for my deposit back from Frontier on Dec.28 2016 and as of today Jan. 9 2017 I have not received it! By the way I have been on hold with them now a total of 48 min. I hate this company and somebody needs to do something about these cable crooks!

I asked to speak with a supervisor and he obliged, but I sat on hold for about 10 minutes. Then he cautioned me that the supervisor could very well undo the reductions he submitted. I have no way of knowing if this is true or simply a training tactic to discourage people from disputing charges, but ultimately I didn't want to risk it. After all that, the month's worth of service we have had has been less than satisfactory. The internet is slow and spotty; our landline is malfunctioning for the second time in a month. I would eliminate cable TV altogether if I could but am outvoted by the rest of the household. Frontier's business practices are very questionable to say the least. In any case, we are terminating service as soon as Comcast is reinstalled.

4) I have requested 3 technicians to come out to my location to physically look at my modem. Frontier will not make an appointment, and ask me to be available between 9 am and 5 pm. ALL three times, not just no one showed up, or try to contact me, but when I call and ask customer service what happened their reports read the tech talked to me. These reports are outright lies. And every time I call for help a customer service rep always offers to upsell me Elite level customer support.

5) When I called a "Customer Support Supervisor" and asked them to monitor the status of my complaint her response was, "I can't do that sir as my screen wipes out at the end of the day and I can not verify if tickets are complete". So I ask her to take my phone number to which she replies, "I'm not allowed to have paper or pen at my desk", I ask her for her number and of course, "oh sir I can't do that, it's against company policy". Even a supervisor has zero responsibility to see a matter resolved.

6) Frontier insists they can only guarantee 75% of internet service. When was the last time someone bought a car that only 75% of it worked? When I asked if I can only pay 75% of my bill the service rep laughed at me only to respond "no sir, you can't do that."

7) Frontier shut down ports (open by Verizon, and ALL OTHER INTERNET PROVIDERS) to my webmail service used to send and receive mail. When I asked to open those ports up, Frontier upsells me, "the only way you can do that is to have our Elite Service Customer Service" which I do get. Then the customer service representative says they can not open that port for "security reasons" but they CAN upsell me Frontier email. To this day I still can not send or receive work emails through my home system. During that time I lost 5 clients which greatly affected my fourth quarter. 8) I've had to retype this complaint three times as my service continues to shut down as I try to write a complaint.

To this day, my internet still does not work to the same level of Verizon even though I pay more. I have very limited options for internet in my area. Internet is not a service, in our day and age it is a utility. One can literally NOT function in modern society without it. I should be able to sue with impunity for having my life held hostage by this horrible company.

So today finally arrives and they're going to be out between 8-12, and why did my gut tell me last evening to confirm since I haven't heard "boo" from them since they took my deposit. Tried going through the @frontier.com email address they provided, which is so not user-friendly, and got nowhere. Three promised call backs from yesterday later... still no call back, so I again had to call them and heard there is no service scheduled, they will give me another "due date" for service. What? Not even. My deposit will be refunded in 7-10 days and the third party operator ends our call, "Thank you for contacting Frontier. Is there anything else I can do for you today?"

Unbelievable... until I read these reviews and want to wring my own neck for not doing so sooner! Our other option in this area is DIRECTV, and we would have gone that way if the equipment had not already been installed at the new house. I'm rambling, typing 1000 WPM, like everyone else who got ** by this company. So wrong!

On 1/6 they shut my service off!!! I called and paid my bill to restore the service and waited and it didn't come on. I call back these morons. 4 hours on the phone!!! Talking to 5 different people who are complete morons!!! Trying to tell me I haven't had service since October!!! Omg!!! My service just got shut off today!!! I can't believe these idiots!! And, after 4 hours I still don't have my service on and they told me they needed to open a new account for me because my service was permanently shut off and not just a temporary shut off!!! I am so angry I'm seriously thinking I'm going to stop payment to them and go with another cable company tomorrow!!! I have never encountered such a company that is a rip off and such incompetent morons working for this company! If I could give 0 stars I would!!

They changed my service to changing my payment which is for much more than what I'm supposed to pay. Each time I called they quoted a different payment amount, I don't know what to send in to them. This incompetency can't be just a few workers, it has to be hush hush instructions in order to have the customer just give up and pay what they say. B.S. I say. Frontier is the very worst company I have ever had to deal with and when my contract expires, so will they. Totally disgusted.

Original Review: Jan. 6, 2017

Have been a Frontier Communications customer since June 2016. In that time, my bill has gone up 3 times. When I, original, signed up for service I was quoted a price of $74.86/month (all taxes, fees, rentals included) for 2 years. Nothing was said about the $140.00 installation fee. My first bill included one month + one partial month + installation fee for a total of $236+. My bill went up $6.00+ in July. It stayed the same through November. During this time I called Billing 2 times trying to get a resolution. No luck! My December bill went up another $4.41. Today, I spent 1 hour on the phone (not counting hold time) with Billing again. At this time, I found out that my 2 year contract only applies to the internet service, not the television service.

I was transferred to the "Customer Retention" department. When she found out that I hadn't said I wanted to cancel, she got quite nasty and informed me that there was nothing they could do for me. She proceeded to try to talk over me and tell me that I didn't know what I was talking about. I hung up on her! Called back and tried to cancel my television service but was informed that nothing could be done today as the account was locked to prevent modification. Told to call back tomorrow and it might be unlocked! The new billing cycle begins in 3 days. I can already see where this is headed. Frontier needs to be sanctioned! Their service is horrible and they are very dishonest and misleading about contracts, fees and service rates.

She told me it was a mix up in the addresses, even though she had my address on her screen, the tech's somehow got the wrong address? They rescheduled my appointment to the 19th. The tech didn't show that day neither, and I waited all day long just like I done on the 17th. Luckily, I was able to get an extension from work. They gave me until the 28th to have it installed. When I called the 800 number, they said that he came by and I wasn't home again. Like before I told them that I had been home all day. So they rescheduled again for the 22nd. The tech did call on the 22nd and told me that he couldn't come out until the next day (23rd). On the evening of the 23rd he called and told me he would be out soon. Around 6 PM he called and said he couldn't be there until the next day, the 24th, which was Christmas Eve. I waited here all day long on Christmas for him and he didn't show up.

Me and my children were suppose to be at my Dad's by 4 PM for the party and all that was ruined because Frontier can't keep an appointment. Keep in mind that I live in a really small town and there is no way that they are so busy that they have to miss every appointment, even more so, they shouldn't lie about missing it. I was furious when I called them. They were very unhelpful. The tech said he came by and I wasn't home on the 23rd. I TALKED TO HIM ON THE 23rd and HE SAID HE COULDN'T COME! I have the call logs to prove it! The closest date they could give me was the 28th, which was the day of my deadline. They transferred me eight times. Every time I would ask them about why the tech didn't show, they wouldn't say anything, I would just get transferred and have to give my information and everything to another rep. Then one guy says that he can't even find my account and that I didn't exist in their database.

I submitted reports to the Chief Officer and never heard back. Anyways, on the 28th the tech didn't call and didn't show up. I had his phone number and when I called and told him that this line is really important and I need it for a job or I'm getting fired, he said there's nothing he can do. I told him that my installation date is for today how is there nothing he can do. He said, "I'm not the one who's supposed to install it today. It's someone else." HE was the manager, how wouldn't he be able to help? Anyway, he said he would call me back in a few minutes when he got a hold of the tech who was assigned. Two hours later, no call back. So I call back and I get no answer. I wait another hour call back, and no answer. He was ignoring me! Well, nobody showed up that day either. So I call Frontier again and they said the tech couldn't make it that day because they were tied up...at least they didn't lie and say they came by that time I guess.

I told them today was the last day to have my phone line for work. They didn't care. The customer service is terrible. They rarely try to help you. They don't care that you are going to lose your job or that your phone is out. Anyway, they rescheduled...again...to the 6th of January. They were supposed to escalate the installation to an earlier date, but they never did...they are liars! Every one of them lie to you and tell you what you want to hear. This business needs to be discredited! They are poorly trained and they don't know jack **. I managed to get a FINAL extension. It was extended to the 6th, today. Well they didn't show up today and now my agent account has been suspended. I lost my job because of them. That was money that my fiance and I desperately need. Now, because of them, my truck is in danger of being repossessed and my power is more than likely going to get shut off.

I was relying on that job to pay my bills with him being laid-off and all. And then when I call to have the service cancelled, they have the nerve to try to sale me their internet (which is a piece of crap by the way) and their cable (which is also crap). I am not the only person around here who cannot stand Frontier. My sister's phone went out one time and they rescheduled her repair date a few times too. It took them a month and a half to come to her house, from the time she reported the outage until the time the tech came to fix it. I have friends and family that all have complaints about these guys. The customer service number cannot help you. They can only call the people they call "dispatch" and then do what they tell them to do. In fact, the only people that are actually nice and try to help is their tech support representatives, but even they have limited access. All they care about is money, they don't care about their customers.

They have had many class action suits against them for this same exact thing. They bought out Verizon's service and instead of keeping Verizon's systems to keep their existing customers services turned on, they decide to switch everyone to their own and people were out of service for months because of it. But they were still paying for it even though they didn't have it. Oh, and if your phone ever happens to get disconnected for non-payment, your billing doesn't stop. They still continue to bill you. When you call to ask them why they were still billing you even though your services has been disconnected, they will tell you that it wasn't cancelled, just temporarily unavailable. Call me crazy, but that seems like a scam to me. You shouldn't have to pay for something you don't have. That's stealing. And nobody does anything about this! Nobody cares. They have my whole entire area on lock down.

The only way you can get landline is if you go through them. There is no other phone service around here unless you go with VOIP. What kind of company lets their workers miss appointments with customers five times and then lie about it? I've never worked for a company where you didn't get in trouble for mistreating customers. It's simple, they don't care about you. They care about money. Please don't do business with them if you can help it. They are crooks. Let's put them out of business and give another company a chance to do better.

In summation, from day one we have been paying almost double of what we we're quoted. We've been given the runaround enough times to want to stop calling, and the pricing has continued to change in their favor. If I were to sell someone a dozen apples for $5 on net 30 terms and proceed to send their bill on the 30th day for $10 whilst saying "I'm sorry there's nothing we can do," I would assume that person would want me held accountable. It's fraudulent.

A few days later I decided to cancel my service with Frontier. Frontier send me a bill for $118.00 for two months of service for which I refuse to pay 1/2 of it since my service did not work properly. During the month of July 2016 that's when I had the problem with the appointments and bad service. In August 2016 that's when I canceled the service and ever since I have called Frontier many times in regards to the charges of $118.00 requesting an adjustment since I feel that I properly filed my complaints within reasonable time and manner. Frontier continues refusing to adjust my bill. I have called at least 2 a month repeating my poor experience and over and over I get a blunt denial. Their claims are that I use their service and that I need to pay them. I need someone to help me to make frontier responsible for my bad experience.

When pressed further about ZPDI, she informs me that it is something Frontier may have done to modify the charges on my account, to lower my bill. I told her that I did not ask for this 3rd party contractor, that they have a very poor record and reputation online and that I wanted the same FIOS Digital Voice I've had for the past 7 years. She said she couldn't help me, that I would have to call back later. Unbelievably irresponsible, demonstrated no customer skill set, very poorly trained. Will be calling back again and again I guess until I get lucky and find a Frontier employee who gives a damn.

About 3 days before the cutoff date I called back to cancel and update my services. The representative seemed like he was doing his job and told me he had cut off my internet and updated my landline preferences. Come around the next bill, no changes were made! I called Frontier to verify my changes and apparently the changes were not updated. The representative told me that she would take care of the issue and told me the true balance on my account. I paid that amount of which I truly owed and was told the rest would be prorated by the next billing cycle. Come the NEXT bill, only half the amount was prorated and even a late fee was added to my bill. AGAIN, I called the to resolve this discrepancy, but the representative seemed uneducated at what she was looking at. She could not explain why I was only prorated half the amount of services I did not use.

I was put on hold for 30 mins at a time only to come back and ask me to why I am calling! I asked to speak to the supervisor in which he as well did not give me an adequate explanation as to why the math was wrong on my statement. He then told me that I had not called earlier enough to cancel my internet and therefore I was not prorated the full amount! I told him the exact date that I canceled my service (which is before the cutoff date) and he told me that there was a process time of 3 business days. Ummm how was I supposed to know that? Most companies shut off services on the spot! AND did I not call back a week before to cancel which a representative refused to do? No one disclosed that there was a process time of 3 days!

I believe I did my part to call before the cutoff date!! The supervisor explained that the internet service went over a couple of days and therefore they only credited me HALF the cost! It seemed like the supervisor realized how ridiculous his reasoning was and decided to credit the full amount and update my preferences. After speaking with the supervisor and assuring me that all issues were fixed, I thought that finally, after several months, and endless hours of phone calls, my bill should be back to normal. WOW was I wrong. My next bill shows up with another internet charge. On top of that, instead of crediting for my state lifeline credit, they charged me the amount!!

I called Frontier to speak to a rep. The rep seemed like he had no clue to why there were extra charges. He continuously put me on hold without any information/explanation. He continued to put me on hold only to hang up on me!! Fumed and outraged, I called again and immediately asked to speak to the supervisor. After many holds and transfers, I was finally able to speak to a supervisor. She was rude and did not want to hear any of it. Her resort to make things better was to just credit my bill! I know for a fact that just crediting my bill not resolve any issues! I need changes on my bill to fit my needs but that has not been happening for the past 5 months!

I told her I wanted to see changes on my bills in which she responded that I should be happy that I am being credited. The attitude and sass coming from the supervisor was unnecessary. It was like talking to a wall. I called the next day only to find out I was not credited. I am outraged by this company's fraudulent business. Customer service reps and supervisors are lazy, incompetent, and rude. I just can't wait till this nightmare is over!

Finally after being on the phone today from 9:18 am until 1:12 pm they may have fixed the problem. They took off the $19.99 security fees for 3 months. They also took off the reconnect fee. I'm still being charged the late fee because according to them I knew I had internet and should have paid something despite the fact I never got a bill until 2 days ago. So now even without a bill that I can review they want me to pay $258.00 in the next day or the Internet will be turned off. The guy gets an attitude with me because I won't pay the late fees and will not pay the bill without seeing it.

I have seriously spent approximately 18 hours on the phone with this company since October trying to get this resolved. Oh yeah and that $200.00 Visa I was supposed to get? Well that went to the neighbors along with my cable and I just lose out. People do yourself a favor and believe the reviews. Save yourself the frustration because this company does not care about their customers in the slightest.

Updated on 01/09/2017: I gave a review of how horrible of any experience I received trying to get Frontier service. After, 4 failed attempts, I went through Charter communications and am very happy. I requested a refund from the deposit that was taken from account immediately (something Charter did NOT do). Guess what, no refund. So the company can add thieves to their long list of negative attributes!

One Frontier phone tech had me on the phone for an hour running line tests, only to discover he was trying to TEST MY CELL PHONE NUMBER! Line tests show no problems, then I can call back minutes later and be told, "There's an outage in your area. We don't know what. Techs are working on it, we have no ETA". I have the phone numbers of my field techs. One was on vacation, the other had no idea about any supposed outage. They "remedied" the problem in May 2016 by claiming the Actiontec F2250 modem wasn't capable of getting 24 MB down, so they lowered me to 16 while charging me for 24. Over the next week, local field tech claims Frontier offices kept "changing the settings". Issue persists.

I attempted to lower our package to the smallest they had: 6MB down for $19. They in turn said that they would charge me an additional "Line Access Fee", bringing our bill to exactly what we pay now for 24 down that never works and never has for 1/4 the service. I advised Frontier that every day at 4:09 pm CST, this begins. Lately, from 8am until around 4:09 pm, it runs normal. They claim the problem "must be the modem". It was replaced. They advised, "Go buy a 3rd party DSL modem". Ok... As soon as I can travel back to 1999 when they were still on store shelves. They claimed, "There has to be a short". Sure... A mouse chews up the same wire every day from 4pm until 8am?

I asked them to escalate this to management after 15 months of this issue, and Frontier "created a ticket" to send another field tech. I told them I want someone to look into this, as this is not a field tech issue: "We'll create a ticket for a field tech, that's all that we can do". That took a week before a Frontier phone jockey finally created a ticket. End result? Field tech is clueless as to what the issue is. Worst ISP ever. And I thought Cable One in Fargo, ND was bad. These guys are the worst. On 12/24/16, a Customer Service Rep credited us a month to see if the service could be fixed, if not: end service. This week, we received a full bill: no credit added. $60 for 15 months for service that we still have to use our 4G for email. The internet works long enough to get notifications, but not to respond. Forget all else.

Since my obligation with them is finished I will be finding a company that cares about the customers that pay their bills. They not only have the worst customer service their TV service is subpar. Since Frontier took over every time I tried to rent a movie I would have to call and then reset my whole system. Doesn't sound like the end of the world. After all it's just TV but I pay a premium for service it should work... right. I will tell anyone that will listen to please go with another provider that isn't going to rip you off and knows what they are doing.

I finally have someone now Jeremiah who was helping me and will let me know if there's any other problems. Since the price difference was so great I had to downgrade instead of upgrade my requested service. Of course there was nothing he could do about it because It was out of his hands. They need to train their representatives with actual customer care. I was on the phone for the last time today for the better part of two hours when I thought everything was easy peasy just to find out it wasn't. Now don't get me wrong Verizon FiOS was not that accommodating either but their customer service got a lot better through the years. They need to have stricter guidelines for price quotes, actual time and representatives that don't just Pawn you off to someone else or the fact that you have to explain your situation or story over and over and over again.

And if Frontier is reading this please look into my account because Tanisia, if she would have been my employee would have been reprimanded at the very least or possibly fired. She kept me on the phone for over an hour, could not explain anything, didn't seem like she knew her job and then transferred me where I had to explain it to another person. So instead of actually doing her job she pawned it off to somebody else because she couldn't handle it or couldn't get a supervisor to assist her. She could have at least got back on the line to tell me that she had to transfer it and that she couldn't handle it. Now I know a lot of people have gone through this and they hate it when a customer service Representative do that very thing.

On the last note they're also supposed to give you your estimated bill after the change, including taxes. Apparently with this switch over they found a way to bypass the FCC laws and regulations. I was a general manager for Verizon FiOS and know that they had cracked down on the estimated charges and it was to include the taxes. Frontier you need to fix your crap and you going to be losing a lot of customers including myself and you have one last opportunity to fix this.

Updated on 01/06/2017: This is a follow up on a complaint that was not resolved although it did come back as resolved. By no stretch is my situation resolved in fact it's probably gotten worse. This will show the lack of care on Frontier's end to just treat us like we're numbers and not actually take care of the things that they say they will or put any real effort into customer service and care.

I filed a complaint a couple of weeks ago after being misquoted, hung up on when I try to resolve transferred and having to explain over and over and over again my problem with trying to get things added to my account. I am an existing for years of Verizon Fios customer and had my fears about Frontier taking over. That being said I was looking to increase my internet speed and when I called Frontier to find out how much it would cost they said they were running specials through the end of December.

Direct preventative told me because I was an existing Fios customer that I would get 100 over 100 internet speed plus all the movie stations for only $6 more per month it sounded like a no-brainer. I called on December 23rd and waited for a response or an email to state the order number. Naturally when it didn't come I was concerned and want to make sure that I can get in on the timeframe seeing that they were running it only through the end of December.

Next I come to find out that they're charging me $100 for the internet upgrade and now my bill will be well over $200 exceeding her price quote by at least 50. I tried to fix this for hours. I was hung up on, transferred, had to explain the situation over and over again until I finally couldn't take it anymore and had to file several complaints. Now although they were quick to respond to resolve it was Way Beyond my satisfaction.

The following was an email that was sent to me from Frontier and she stated as follows: "This is just a follow up to my previous email. After further review of the account, the upgrade on your account from the Extreme HD to Ultimate HD TV plan, does have a $15 increase to your monthly bill. I have credited that fee on the current bill, however, going forward if you decide to keep the services the same, that will be an increase to what you previously paid. I would still like to wait until your 02/01/17 bill generates and we will proceed from there. If you have any additional questions or concerns, please feel free to let me know."

I doubt that they really looked at my account very well because if they are running specials through the end of December and she's quoting me on January specials they obviously should honor the price for when I made the phone call. So instead of getting the movie stations and the upgraded internet speed for $6 more than my previous bill, like I was quoted she's offering to give me $15 added onto my bill plus tax with no resolve on any other issues complaints or price quotes, obviously there were no specials.

I didn't even want the movie stations I called that day just to get faster internet speed. But after the deal they told me because I was a longtime Fios customer and because of the December specials I figured what the heck it's only $6 more. Now how do you go from a quoted $6 more a month to $60 more a month, plus an unknown $100 internet upgrade charge??? It just doesn't make any sense and it's not fair. The resolve that this representative came back with is still higher with a lot less.

I was provided an agreed upon amount for the service. This price changed seven times within six hours on the phone with them depending upon who I spoke to. The price difference for the exact same services ranged between $109 - $218. One company, all employees of said company, the answer should be the same. The service was just installed and I spent my entire day on hold, being transferred, phone calls being dropped, and explaining the situation over and over. This is the third day of the same. Thank God there's no contract!

Today is Dec 28, 2016. I had internet service scheduled for Dec 14 at a rental home in Palm Desert, and still do not have service. They have missed 2 scheduled appointments then sent me a modem, overnight express, for me to install. After installing it I called their tech support and was told a technician would be out in three days and would not need in the home. Three days passed and still no service. Am now told they will be out on Dec 31. Worst company ever.

They continued to charge me $50.00 in late fees that I continued to deduct from my payment(s). A few days before Christmas, they disconnected my internet. They told me today that the best they could do was deduct $15.00 of the fees and it would take 24-48 hours to reconnect my service. Needless to say, I will never recommend Frontier and would cancel them if I had another option in my complex!

I called back in to tell them that it wasn't. So I supposedly was given the appointment back for the 23rd so I took the day off again, figured they would show up in the morning between 8 and noon like they were supposed to. So after sitting there all day and the internet working when it wants to I finally called back in and was told that we're not coming out. I said well I figured that was obvious when I Sat there all day, two days before Christmas with things that needed done while I was wasting my time waiting for them to not show up and to not even have any common courtesy to call me and tell me they were not showing up again. So the guy looks into the stuff online however they can see it and he says... "Your internet dropped over 100 times yesterday." I said... Yaaa think??? So upon looking into the service ticket he was shocked to see they didn't come out and had rescheduled me for the 27th without even calling to tell me that.

So I expected to get the new router on the 24th that was being "overnighted" to us and would arrive the 24th. Well I am not sure how many hours are in their evenings but today is the 27th and no router has shown up yet and once again no service tech showed up and of course they did not call to say they were not showing up. So they have escalated my ticket once again and they will supposedly be here the 28th. I said “Well I don't know how you will get into the house to fix it because there will be no one home.” I explained for the 4th or 5th time all the crap that has gone on with this and it was time to start looking for another internet service. They are not the only ones in this area. They have only two techs for this area and one is out on medical leave.

I suggested they stop making more appointments than they have time for and stop assuring people that a tech will be there and stop saying they are escalating their ticket to get their problem corrected. It would not make a person so mad if they would just be honest and have some common courtesy. If they were not going to show up, have some manners and call and say so. If you are overbooked, have some nads to say so. People can understand scheduling problems. They can't understand being lied to and their lives and jobs completely screwed over because they can't be honest about their scheduling problems.

I went through the same thing last year at exactly the same time. Must be a router is only good for one year. Last year I didn't have internet at all for almost two weeks. No credit on my bill. This year I at least have service when it wants to work. They for sure cannot manage their business and don't appear to care about their reputation.

I am trying to pay a bill. What happens when I actually need something from them? How can a company set you up for auto pay then send you to collections? Is that even legal? If they were not getting their payments, wouldn't someone call to find out if something is wrong. Just because they don't do their job, they can send someone to collection & ruin their credit? Can they legally ruin someone's credit by sending them to collection due to their incompetence. This company should be shut down!!!

So, I call to find out when I'll get the credit actually applied to my bank account! Well, it turns out that it takes the "collection department" up to 90 days to reimburse me!!! So, I'm out funds that shouldn't have been pulled out of my account for, what, up to FIVE MONTHS. That sounds illegal as hell. I have never ever had a worse customer experience throughout the entire episode - internet was shaky the whole time until it just gave up the ghost. Then such shady dealings with the way they handle payments. BEWARE! We switched and are very happy now. All I have to do is wait 90 more days and I'll never have to talk to them again.

I called to see how much it would cost to reconnect. They said the "Full Balance" & everything would be restored within 24 hours - Against my better judgment, paid it... 24, 26, 28, 32 hours later, still nothing... called, they said "your account has been closed". This was LITERALLY yesterday... 12-23-2016 noon PST - This company is by FAR the WORST company to ever exist!!! Their practices are extremely unprofessional & fraudulent. It's unreal what they do to so many.

I called and spoke with several support staff from Frontier, explaining my dad's situation and requested all communication sent to him needs to be in Vietnamese so he can read and understand the content. They said they would. I went on a 2 months vacation then come back to see my dad not having received any letter from Frontier in Vietnamese, nor the bill statement. I called Frontier and closed out his account and requested the final bill be sent to my dad in Vietnamese.

A month later I received a letter from Frontier collection stating this is a final statement for my dad to pay his late fee and overdue fees for the past 3 months. How the hell is my dad able to pay the bill if he doesn't receive the statement? I communicated this to the customer support and supervisor on my dad's behalf but to no avail. This is their policy they say. I say, "NO to Frontier!" Updates: I've just setup my dad with TWC Spectrum for $14.99/mo for the same internet package. "Frontier! You should be ashamed of your business practice! The Feds and regulatory agencies need to investigate and shut down Frontier!"

I then called Comcast, and found out that "exchanges" were archaic groupings left over from when "long-distance" charges were calculated differently, and found out that there is no reason that my parents cannot keep their number. So, I called Frontier and asked them to remove the request to cancel service, so that I would not lose my parents' number. Frontier put a freeze on the account. When I requested to "port" the number to Comcast, they said it would take 48 hours to complete. After 48 hours, I was notified through Comcast that there was a freeze on the account, and they could not complete the port.

I called Frontier, and was told that there was no freeze on the account. When the port failed the following day, again due to the fact that there was a freeze on the account, I was once again told to remove the freeze, and again told by Frontier that there was no freeze. But by this time, we were coming up to the weekend, and the port could not be completed until Monday, Dec. 19th. When we tried again to get it ported on Dec. 19th, again (REALLY) they said that they removed the freeze, could not give me a confirmation number, but that the port would not be able to be completed until Dec. 22nd.

So, when on Dec. 22nd, the port still did not go through, I called Frontier again, and finally got a rep who gave me a confirmation number that the freeze was removed (**). She said that the freeze was removed. However, it's now Dec. 23, and the port still cannot go through. When I called Frontier again and referred to the order, I was promised that the freeze would be removed today. Well, it's 6:00 p.m., and Comcast still cannot transfer the port, and are told that the Frontier freeze will be effective through Jan. 4th, 2017! REALLY!!! No one can call my parents, for their first two weeks moving into "Memory Care" and "Independent Living," which is a challenging move in the best of circumstances. And it looks like no one will be able to contact them until after the New Year!!!

This is the most egregious Customer Service that I have ever encountered. I've been all over the map talking to Customer Service, and no one is accountable. I've had long periods on hold waiting to talk to a representative, then after 20 minutes or so, have had my call just dropped!! I've been on hold trying to get to a supervisor, but have not been able to escalate this issue through the Customer Service structure.

They will never get another dime from us. We have told our story to many others and they have similar billing issues and most are dropping Frontier as their contracts expire. The shame of it is - the Frontier FIOS service is dramatically better than any other alternative in Tampa. But their f'ed up billing and management is quickly driving this company to bankruptcy. Maybe we will return in a few years after Frontier goes bankrupt and a new owner that can competently bill and manage the business takes over.

Frontier is a Train Wreck. I wonder how much in false and worthless Accounts Receivable they now have on their books to go with the 151.96 + additional late fees that I never incurred and that I will never pay. If you own shares either directly or indirectly sell now before they become as worthless as their Billing, Collections and Management administration. I gave 1 star for the billing & administrative service because negative 10 stars is not an option. The actual cable is great and deserves 5 stars. It's the Frontier billing/administration that is the issue.

In between that time, I tried to contact someone from the corporate office but was quickly transferred overseas. It wasn't until four technicians later that the problem was fixed due to a faulty modem. During that period I was only credited twice for my inconvenience, and it wasn't a full credit. To make my experience more frustrating, there is a huge Frontier office/retail store in my area, but they don't have anything to do with customer care or service. This whole experience has cost me a letter grade in each of my college classes this past semester. I'm not done.

I know have to deal with your ** internet service interfering with my Netflix and yes it's your service that is causing the freeze ups. Thank you for the poor customer service and ** internet. Don't worry, you won't lose me as a paying customer, you have the area monopolized, and I have nowhere else to go for service. Thank you for your time although I feel I wasted mine by sending you this complaint. Like all large companies, the only thing you care about is if the check is in the mail. Oh, one more thing, when Frontier sends out their notice they will be airing free movie channels for a few days, I get the reminder after the fact. Again for your terrible service.

They said they can't cancel my service until they send a technician out to disconnect my service, and the soonest would be ~1 week from the time of my call. I am still waiting for the technician to come. And they are still charging me at the moment I am writing this message. This company is just out to get your money and provides the worse service. Do not purchase any of their services. You'll be thoroughly disappointed and I feel like they make it impossible for you to cancel. I have put in a dispute with my CC company about Frontier.

On 11-29-2016, I called the company again because of the extreme high amount supposedly due [$573.22], and because the majority of the overcharges had not been credited (the Frontier Com of America line item was still on the bill, it did reflect that the same amount for that month, was credited). After going through the entire process of explaining the problems to that rep., I notified him that as of 12-1-2016, I did not want to renew for another 2-year contract and that I'd stay on but without committing to another 2-year contract. The rep. and I discussed and itemized the exact current charges that were due to be paid and he indicated that the overcharges would be taken care of. On 12-20-2016, I received a bill for Dec 2016 - Jan 2017 for charges totaling $498.03 that include an Early Termination Fee of $119.56. I did not request to be terminated early!!! I'M FED UP WITH FRONTIER COMM.

They offered to set up yet another appointment 2 weeks out since they are booked. I asked to speak with a supervisor and they gave me a hard time about that. After being kept on hold for over 45 minutes I had to hang up. No one has time to sit on hold that long. I'm very disappointed. They also tell people who sign up that they will get an Amazon gift card - it's been three months since having set it up and still no gift card. I really wish I would have stayed with Bright House.

Original Review: Dec. 20, 2016

ONLY GAVE IT 1 STAR BECAUSE YOU HAVE TO. First I want to say that I never, ever, ever had not even 1 issue with Verizon FiOS in all the years I stayed with them - which is why I stayed with them - but I must be making up for lost time like so many other complainants. Ever since Frontier has taken over, the service is always susceptible to intermittent and recurring issues involving all components of the bundle (phone, internet and TV). Customer service is a complete and total joke. Prior intermittent issues that cropped up (no vmail, etc.) ended up finally resolving themselves- so although I couldn't even find a "customer service number" to call, it turned out I didn't need to ultimately.

However, I've not had phone service for a couple of days now - at least as far as I can tell --- I only discovered it when I happened to walk by my TV mid-day on Sunday to see the caller ID was on the TV screen indicating an incoming call, though my phone was not ringing. I have made no less than 2 calls a day since discovering this issue as well as using the Chat feature online on the Frontier website -- all to no avail. They'd check a few things or they'd have tech support help (only to leave me hanging and never coming back!) or they'd transfer me to someone who could assist. All bologna... What a colossal WASTE OF TIME! Having an elderly, sick parent who lives out of state, this is UNACCEPTABLE! I NEED THE HOME PHONE ACCESS I'M PAYING FOR! I called again today, asked for a supervisor or manager, was transferred to a company that wasn't even Frontier!!!

Called back, got someone new, had to go through all the details again for the 9th time only to be told that the 'trouble ticket' was already opened and a tech was coming out to my home TOMORROW. Seriously!?! When did this happen and why wasn't I told about it --- after all, as I suspected, I will have to be home!!!!! I asked what time this tech was supposed to be at my home and was told, "Oh, some time between 8 and 5. UNREAL!!! I explained that I work a full time job and that they'd have to make arrangements for the tech to call me 30 minutes out because I don't have the luxury of losing pay to sit at home to wait on their tech, who I am suspicious will even show up!

I even had to ask for the problem ticket number and the lady said, "Oh, I'm sorry ma'am, I thought this would have been something one of the previous reps would have given you." Um, yeah -- no... Not one of them even told me a ticket was opened OR that someone was scheduled to come out to the house, much less provided me with a problem ticket number!!! As soon as I am out of contract, I am dumping this HORRIBLE, HORRIBLE company and finding service for my phone/tv/internet needs through someone else. Even having no service at all would be better than using (and, paying for) this crappy company.

Ironically, the ONLY thing Frontier seems to do seamlessly is send out their bill! *BEGGING* Is there nothing any true consumer watchdog agency - or the FTC (?) - can do about the horrible business practices of this terrible company to spare countless others from having to be exposed to the same frustrations and horrors? OR to help protect those of us who were contracted with Verizon and sold out to Frontier without even so much as a heads up and having absolutely no choice but to accept it? I DID NOT CONTRACT WITH FRONTIER!!! If you are a consumer reading through all these complaints and do not have Frontier. Do yourself a HUGE favor... RUN. RUN like the wind to any OTHER service provider.

Every time I speak with someone to get this rectified, I'm told they would look into it and to call navl and make sure. When I do, the process is always repeated. I will not pay for services I did not acquire. I've taken measures in also contacting the credit bureau (since I am receiving threats of collection) to mark as fraud if it is sent there. This company is the worse because of lack of common sense. There is no way that anyone who had sense would ever charge for services not rendered. They are fraudulent in their billing practices and their customer service department needs an extreme training course. I would never do business with them again, as I am still trying to get this rectified, and caution others to stay far away from them as humanly possible. They are the true definition of crooks.

I imagine that he got tired of dealing with customers that have been lied to. They told me it would be another 2-3 weeks. Obviously that was no longer acceptable. I told them that they were in a race with the local cable company. Which ever one showed up first, they got my business. I wasn't overly thrilled with the cable company either. They missed an appointment, but at least I was offered a $25 credit, an apology, and promised I would be first in line the next day. The cable company was out at 0830 the next day. The tech apologized and stated that the last call took 5 hours instead of 2 because the homeowner had not been honest with them about prep. I called Frontier and advised that they lost, cable won. All of a sudden, I was a "code blue", need to get tech out there today.

I told them not to bother, and to cancel my account immediately. I was smart enough to get a cancellation number and name and location of agent I spoke with (and documented it). I called back the next day and guess what, no cancellation. I told the agent I spoke with that I had a cancellation number, name, and location of person who cancelled. She apologized and made sure it was cancelled. I also had that same information for her. The most important things I can say about dealing with any company like this, get names and locations and cancellation numbers and DOCUMENT. It did take 2 months to get my refund for balance but I did not get billed any further. When I moved, I called TWC and had good service, no complaints. I would not go back to Frontier for anything.

Also, the internet is slow and/or non-existent at different times of the day, especially in the am. I have 75/75 internet speed. I have to re-boot the router multiple times. The customer service/tech people NEVER have a solution or an answer. My neighbors also have the same issue! Since Frontier has taken over Verizon it has been a nightmare as far as billing issues and connection.

"Please allow me to express my frustrations regarding to the fiasco my family has experienced since Frontier assumed responsibility for our region. My family has maintained the same auto insurance with Nationwide for nearly 30 years. The same mobile phone service since approximately 1998. Verizon Triple Play home communication service since FTP was offered in our neighborhood some eleven years ago.

Unfortunately, since Frontier took over Verizon accounts in our region, we had constant problems which we endeavored to address to no avail. As your systems will illustrate to you, I have reached out to your customer service and attempted to remedy the problems which only caused us more headaches. Allow me to list a few of the many problems we encountered since Frontier took over our service area:

Our 92 year old grandmother has been residing with us since over 8 years. When she moved in with us, we had AT&T (Southwestern Bell) piggy-back her phone number onto Verizon in order to reach into our home. Her AT&T phone number was issued in the mid-1950s and is the only phone number her friends and extended family know to reach her by. The Distinctive Ringtone arrangement was necessary since AT&T does not offer landline service in our neighborhood. One of your customer service reps offered to rework our package only to lose the grandmother's number without possibility of retrieval.

Our home number which we had been using even prior to our move into our current home some 11 years ago was also lost by your customer service rep during his attempt to provide us with a better plan. Our premium package we had been maintaining from Verizon (reduced rate) was lost by your customer service rep. This caused us a considerable increase in our service plan which ultimately caused us to reduce our plan level. I called once to complain that whenever my family members order Pay-per-View, the movies had been coming in distorted and would interrupt and often drop completely. I explained that this had happened repeatedly with several shows we attempted to watch over the past few months. The reps answer/response/solution was that he can offer me a one-time $20 credit.

Not to mention, many of the times we attempted to contact your customer service reps, we were having to wait in queue in excess of a half an hour. And when we did get through to a rep, it was nearly impossible to be able to speak with a supervisor. When I called your customer service department a couple of weeks ago to complain about the invoice and to attempt to work through explanation of the line items, I was told that she wouldn’t be able to help me until I paid my invoice. My family decided to seek alternate options for Internet, TV, and Phone service. We had one of your competitors do a complete install on November 23rd (all the way to the street pole).

Now that we have tried this new service for nearly 3 weeks, I decided to call your customer service department today and cancel our service. With all that said, I must admit that your reps had been professional and respectful for the majority of the experience we had with Frontier. I hope you will find this information valuable in order to improve your overall service experience to your customers."

I called in again 12/14/16 because they still had my bill wrong and worked with a lady who says she got my bill corrected but that I will have to pay what I was overcharged for or they will send me to collections. I'm going to call around today and get a different service. There are weekly issues in the service and I don't believe they will ever get the billing correct.

The way things are set up in America, Internet service is a monopoly and Frontier has no competition so they are upgrading lines or converting to optic. They are just going to continue offering poor service and keep raising prices until they no longer have customers. The next town over you can FIOS for $10 less than what I am paying for crappy 1Mbps DSL from Frontier. It has gotten to so bad, I intend on going to the town meetings and demand something be done about this.

What I want to say is that if everyone who has a complaint about this communications Mafia sends a copy to the FCC. Perhaps someone will pretend to care and look into the scurrilous manner in which this company does business. In many areas Frontier has a monopoly and didn't the government bust communications monopolies starting with ATT in the 70's? Unless citizens inundate the FCC with complaints and concerns, how will things change? Frontier sure as ** won't do anything on their own!!! Please alert the FCC. Help fight this communications Mafia!!!

I also told them my billing was wrong and they were charging me the wrong amount. They told me it would be fine on the next billing. Something needs to be done about this company. They give out wrong info. I am cancelling their service because it is so bad, but after reading some of the reviews I'm afraid I am going to have a fight on my hands just getting away from this company. Consumers need protection from this company! HELP!

These are the days, I truly miss AT&T U-verse. I NEVER had an issue with them and they would come out on a dime without any charge!!! Aren't we paying MORE than enough!! I know we are paying WAY TOO MUCH!! I told her this was ridiculous, and she said, it was at service department discretion to charge customers or not!! Again, WHAT?!?! Anyway, to make a long story short(er), they are going to send me a new modem and I should receive within two to five business days... We'll see about that.

So, then I went to our other issue, which was our DVR was acting up. Well are you aware that although you are paying Frontier for all this, that you have to contact "Vantage" for any equipment issues??!!?? Well, I was not!! So she "connected" me to that department and I was on hold for another 25 minutes. Guess, what... Wrong department and I was transferred yet again and was again on hold for about 20 minutes. YUP, you guessed it!! Yet AGAIN the wrong department!!!! And again another hold for about 20 minutes! However, miraculously, this was the right department and it took all of ten minutes to resolve!! I just had to put my frustrations on paper, but I have NEVER had such lousy customer service, if you can even call that!! No, I will not recommend Frontier to anybody and I am actively looking for a different (more cost-effective too) service now!!

I canceled service. In August. It is December 9 and I just got my refund. But it wasn't a check.... it was as a prepaid debit card! In order to get a check rather than a card, I needed to create an account with Citibank, call, and request the check. Now I need to wait two more weeks for a check. (I'd like to charge them a late fee on my refund... wouldn't that be nice? It will be about five months before getting a refund check.)

Their internet service was awful. I had technicians come out on three or more occasions, sometimes not coming at the four hour window they were supposed to come at. They left no note, and when I called, the company told me that someone came out, no one was home, and that "cancels the ticket." They billed me incorrectly on several occasions. There are several other nightmare issues I have had with the company. I don't disbelieve the reviewer that said he was on the phone with this company for over 100 hours. I would say that's about how many hours I spent on the phone with them (or on hold) as well.

We had no choice in Connecticut. If you have one, pay the extra money for someone else. In order to completely remove myself from this company, I got another (not so great) internet provider. I pay 10 dollars more per month, and am fine with it. In order to get rid of them handling my home phone, I signed up for Magic Jack, which has been fine actually. I know they get mixed reviews but they've been fine for us.

I signed up for Consumer Affairs simply to write this review. It's not enough, but it's all I can do. If anyone reads this... do not sign up with this company. They are unethical and will find ways to overcharge you. Stay away. (I don't know if people can respond to these comments, but I am happy to talk to anyone about my experience with this terrible company.)

Today the 9th I called again to find out what was the delay, because it does not take 9 days for mail to be delivered. I guess it does not take 9 days, IT TAKES 3 WEEKS!!! WHAT??? Not even if that is no more companies out there to provide cable service. I will never, ever again give this people my business or my time on the phone. DO NOT SIGN UP WITH THEM. THEY ARE THE WORST COMPANY EVER!!!

A tech was set up to come to my house on one occasion and he replaced some parts in the phone jack and basically told me he was surprised he could even get it to run as fast as he did, because of the way the phone lines were routed around my neighborhood. He is the only one who seemed to offer much insight. Despite the fact that I was reassured on initial sign up that the plan I chose would be plenty fast with minimal issues, on one of my most recent calls the tech support worker told me that that plan I chose was not very fast and tried to get me to purchase the next plan up. Too late. I don't have faith that my service would be much better.

It is a complete waste of my time to spend 45 minutes to an hour to complain yet again, and then wait another 10-20 minutes or get disconnected (this has happened at least twice) while being transferred to billing to request a reimbursement for service outages and save $4. I should be compensated for my wasted time and inconvenience as well! And it's a TERRIBLE idea to try to get a customer to upgrade or change plans (multiple times) when they call to complain for the 20th time. Why would I want your phone and tv services when I'm not even happy with the internet services? Is this crappy service just a matter of getting what you pay for?

Here is where the problems began, the Customer Service at the new department told me that I needed to give him all the information again because they have to run my credit again because the job that the other representative did, didn't go through. I refused to give again my information and my credit be run again, he insisted that I needed to give him my information. I requested to talk with a supervisor. The supervisor said, that there was a confusion that I didn't need to get the report run again. He was going to set the appointment for me, but then he said that I will be charge $10 additional every month for the installation. This information was completely different of the information I was given initially. I find that the Frontier service is very deficient and not clear when given the information requested. I decided that I will not do business with a company that is not serious in the information that gives to his customers.

Then around December 1st, I get an email saying I owe $340 for November and December. I said that is outrageous. I called customer service to find out what was going on and was told no payment due. She spoke to her supervisor who advised her even if they made a mistake, your up ** creek. I then called back about a day later and spoke to a woman who credited $25 for going through this. Well, I contacted Aaron ** and asked for help. He told me someone should be getting in contact. They had not. Finally, I tell them to cancel my cable as of the 6th. I would remain with internet for $54 a month. Then, Bruce ** called. He told me he would date back to November just for the internet and then January I would have a $168.54 bill. Today, I decided to cancel my internet. I had thought about it and decided I did not want to deal with Frontier any longer so I had my internet canceled as of December 8th.

Later, Bruce calls and basically tells me he understood I cut all services. He was taking back the $25 dollar credit he said he gave me. He did not. A female gave me a credit about a week earlier, what a sack of crap. Then he continues with his jibberish and I get tired of hearing his gums flap. They screwed me over, did nothing, treated me like crap. I told him to go ** himself and hung up since they did not resolve the problem. I then sent Aaron an email telling them Frontier not to contact me in any way or I will consider it harassment. These people are out of their mind and I knew something like this was going to happen, but thought Aaron would fix it, like he promised me earlier. This shows they are all complete liars and frauds. Do not go with Frontier!!!

Okay, supposedly it was going to be cheaper than the other satellite providers so I decided to give it a try. Well another hour into the conversation (where the guy kept putting me on hold and then rechecking my contact information and social security number over and over) the call was dropped. I figured the guy would call me back since obviously he had my number but he never did.

I right then called Hughesnet and within 10 minutes had new service with them. I then called back Frontier to cancel my service with them and no joke was again placed on hold for over an hour. I then tried to chat with a representative and 40 minutes later of active chat (mind you the phone call was still on hold) I finally was given a cancellation number. Then 2 days later I received a voicemail from Frontier saying that they needed to schedule a time to come out and connect my service!! I called back and after 30 minutes talking to a representative I had a new cancellation number.

Now, over 2 1/2 weeks, I received an email saying that my payment to them was declined!!! I called and surprisingly got someone helpful and without a long wait time was reassured that my account is closed BUT Frontier will keep generating a bill till Feb (3 months) after closing my account... not sure how that is even legal. Beware getting services through this company!!! Their customer service is a JOKE. Can't believe I had to wait for over an 1 1/2 hours for the lady to finally tell me that they do not service my area! So far Hughsnet has been working great. Keeping my fingers crossed.

A couple weeks into a scratchy sounding phone service and my neighbor calls to say they have my bill. The address I gave them for billing is in a completely different town. The address the bill shows the service is for?... Also my neighbor's house. I call to get it fixed, wait about 10 minutes and accidentally get disconnected when I ask why it's taking so long just to correct the address on the account. I had intended to get satellite tv and internet along with my phone, but I can't imagine what kind of fiasco that would cause. Literally the worst service I've ever had of any kind, anywhere!!

This company has horrible ethic and customer service. They didn't even call to inform me of their sneakiness. They had no care for my time and that I took off work to wait for them. I had heard only terrible things about Frontier since changed from Verizon but never would have imagined any company to be this bad. I will be sharing the recorded call with a supervisor later today and will post their response.

Day of installation I'm home the entire day. I even called a few times. As the day passing they assured me someone was coming out. Finally it's 745 pm. I called to see what's going on, CSR places me on hold long enough for the call center to close then hung up on me... I call back the center is closed and I'm instructed to call during business hours. I call this am and was told after 5 representatives my account was reschedule to January 10th because a installer came to my house at noon on the 6th and no one was home. At this time I'm very not happy so I'm insisting on canceling everything. I've been on hold for 1 hour and 11 Mins being number 38 In queue. I'll hold on til time just to cancel this company and after reading customer reviews I'm delighted to sever any ties with FRONTIER. I'm apologetically running back to TIME WARNER.

I am taking the time to do my civic duty and warn others to stay away... very far and NEVER even consider to entertain the idea of regardless what they may offer to sweeten the "deal", to sign on to this most obscene torture. I did not even have a choice, as Verizon sold to this corporation and I was stuck with the nightmare! So, beware. As of now I am one last time on the phone with them to settle my final bill as I try to be responsible... but I might just be resigned to not even offering 20 cents on the dollar because at this time they owe me money. PLEASE STAY AWAY FROM FRONTIER OR ANY OTHER BUSINESS THEY MIGHT OWN!

After another internet rant, I received a phone call from the office of the president at Frontier. Allison said she would try to help me, so we set up an appointment for a service tech to visit. After a new modem was installed I was told I needed a tier two tech to answer some software issues with the Yahoo/Frontier. So I call back my new friend in the office of the president to keep her in the loop. Allison schedules me an appointment for three days later, at 8:00am Monday a technician will call me.

It's 11:24am, still no call. I can't seem to find anybody who can exert any kind of pressure on this company. They act like they are above the law and answer to no one. Even the phone monopolies of the past were more responsive. We pay twice the amount that Frontier currently advertises for their base package in our area which says for speed of 6mbps. How can that be right? Our best speed this month .36 upload, 1.56 download. 11/21 to 12/5 and counting still no service. This is either a criminal outfit or they are the worst company ever. If you have any other choice use someone else.

Next tech checked power pack and battery and changed out their main box, no help. Tech that if it did not help to call and change service to FIOS Digital Voice. Tried to do that but was told I could only go to that if I bundled even though a neighbor had it that was not bundled. Ran off their test port for several weeks and then was told system was fixed so was put back on the system only to find out that my whole home system was wiped out. Back on test port. Some days later back on home system only to find I no longer had voice mail. 5 days later I have voice mail back but on second ring it would go to voice mail, not my recorder so I was told that they would increase the ring on their system to 10 which should solve the problem [this was 4 days ago]. Well guess what, they wiped out my voice mail again.

I spent almost 2 hours again yesterday with 5 different people before telling them to stick it in their rear. This whole thing was so upsetting it nearly put my wife in the hospital. 3 months of BS. Tomorrow we will be going to another service and I do hope that Frontier goes under. What a deplorable company they are, but they are generous as they after 2 months gave us a $25 compensation. I really believe I could go to court and get quite a settlement but will wait awhile because I smell a civil case coming.

After 3 months spoke to their online chat and complained that we were still missing movies and the message on the TV was stating something to the effect that they were still transferring movies over. I joked that they could end up with a class action lawsuit if they didn't get their act together as I was surely not the only customer experiencing this. Then I made a polite inquiry again today (6+ months later) because one of the movies we bought for our grandson was now not showing, and after being placed on hold for about 1/2 hour, the technician said I'd have to call into Frontier with my years of bills and prove that I'd purchased the movies.

They are messing with the wrong person. I keep my records. I am more than happy to provide them with years of documents but seems wrong that I should have to waste my valuable time doing so. If any lawyer group out there decides to do a class action lawsuit, please contact me or anyone else having similar experiences. This is so wrong.

Original Review: Dec. 2, 2016

I received my bill 3 days ago & found a charge for $13.99 for a Video on Demand. Since neither my husband nor myself have EVER ordered a Video on Demand from Frontier, I called to have them correct my bill. After telling the story, and then being on hold for 26 minutes, I hung up & called back. Told the entire story to the 2nd person, who could not help me, so she sent me to a third person. Told the entire story again. I was told that the movie was order at 1:47 am on Oct. 30. I told her we didn't order it, and we get up for work at 5:15, so we wouldn't be watching a movie then. I asked for the name of the movie and it was a movie we would never watch anyway. She said it Definitely came from one our receivers. I asked her which one (we have 3). She couldn't tell me that. She said it was Definitely watched. I asked for how long, & should tell me that.

I again reiterated that she look at our account & see we have never once ordered a video on demand, and she said it didn't matter. I ordered it & I owe them the money. I told her to mark my account that I stated that I refused to pay for something I neither ordered nor watched, & hung up. This took an entire hour and 1/2. I then posted on their FB page about the incident, & was told they were assigning it to a special management team. Three days later, I still have heard nothing. I realize it's only $13.99, but I don't owe it, and how many people have these charges thrown on their bills, & just pay them because they are so maddening to deal with?? STEER CLEAR - WE WERE STUCK WHEN THEY BOUGHT AT&T!!!

No one at Frontier Communications seems to know what they are doing or how to treat a customer. When I requested a call back no one called. When I ask for help no one helps. If I had any other option I would use a different company because I don't feel that they deserve the business. I still don't have my phone line set up and I'm on call number seven. I would not recommend using Frontier Communications for any services offered if you have other options.

I Frontier 'sorry about that'. On Monday, I lost out on $130 in pay from lack of internet and was written up for not working. So as of tomorrow it would be 2nd write up for internet, 3rd you are fired. Lucky me it's the only provider available to give me luckless internet. Tech that came clearly seen internet was dropping and said "okay that's all I could do. Have nice day." Even told me he won't use Frontier and he was not saying anything on record but "look for different service". Thanks Frontier for taking the time to care about your customers. Most of all taking the time to look at reviews and try to work on the negative responses. Thanks for having customers take surveys and not doing anything with them. Most of all thank you so much for living up to the day to day standard of nothing.

He said to mail back the google one which we did unopened in the box. They confirmed on the 2nd call they received it. Then I got a bill for $700.00. Turns out they are charging me for 6 new hd boxes and the google router. They keep telling me to just pay it and they will adjust later. Huh? That's extortion. Why would I pay for things I never had? It really seems that they hope after 10+ hours I'll give up and just pay to avoid shut off. This is absolutely infuriating! By the way still on hold for supervisor 1 hour 12 mins. Guess I'll just keep waiting. I need to find another provider. I never had the problems until Frontier took over.

I expressed my concern at this and said I did not want to wait another week. I asked to speak to a supervisor... Another 20 minutes of hold music and the supervisor asks me what I would like. I asked to have a more suitable install date, the one I was originally booked in for. “No that one is gone, the new date is all we have.” As we are talking the dates blow out again. Now another day has been added. Please put it in for that date now. I then asked to speak to customer service to voice my concerns about treatment of brand new customers. 35 minutes of hold music and I am put through to Stephanie, who was lovely and apologized for everything. She said she would call me back in an hour for a resolution... No phone call back and I am still unaware of where I stand. Well done Frontier. I am glad new clients are top of your agenda to change the sentiment of 6000 reviews that rate your business a 1 star.

This means it costs $230 364 days a year to cancel in perpetuity. This did not sound right so I asked multiple times for a copy of the contract. I was told that they are just honoring the original Verizon subscriber agreement. Ultimately the service person over the phone told me that I need to request the contract from another department. I'm calling for the third time with about two hours of operator time invested. Ugh I'm ready to give up and just buy my way out... even though I have had this same service for over a decade.

Today, after being on hold for 45 minutes, I was connected to someone who told me that they received our payment, but still could not discontinue our service because our service was pending since we hadn't paid our bill and it went to collections. By the way our service was reinstated 2 days ago because our payment had come in. In the course of this phone call I was given another number to call, was put on hold five times, and spoke to 5 different people. In the end I was told my service could not be discontinued, I was to call back in 24 hours. When I asked what number to call the lady said the same one. I said "which same one, please just tell me the number." She could not tell me a number. Their customer service is the worst I've ever encountered anywhere.

You are doomed to re-telling your story to 5-6 people again, over and and over and over and over... again and again and again and again only to find out no one can help you, or you are lied to and told it has been resolved (which it hasn't), and you get to spend another day going over and over and over the problem again and again... etc., etc., etc. Needless to say... Frontier has won, and we will be cancelling our service and transferring to a different carrier... any carrier because nothing can ever be as bad as the experience we have had with them. FRONTIER SUCKS!!! Thank you VERIZON for selling us off to such an incompetent company. I think it's time to change our cellular company (VERIZON) also!!!

11/30/2016, on the phone again with a different rep who is again telling me THE SERVICE IS STILL ACTIVE! WTH! I have excellent credit and am in fear of this incompetent company to process a disconnect properly so not to blemish my credit. I could pay the $335 to make sure that doesn't happen, but I don't owe it. If I would pay that, how many more months will they bill me before the service is finally properly disconnected??? I am so incredibly mad at this company for wasting my time, taking tons of money per month for channels I didn't even watch and now won't let me go! Who can remedy this craziness? Every time I call it is at least 30 minutes to an hour out of my day and stress.

The last call was made on Saturday the 26th this month (November 2016). The man on the phone promised, again, to fix this issue. Three days later, Tuesday the 29th, our internet service and television service is shut off without any warning whatsoever. And they refuse to turn it on unless we pay the late fee that has compiled over the past five months which they promised to remove. Now, I'm stuck because it's threatening my credit score but they don't deserve the money. Definitely do not do business with this company. It will only turn out badly for anyone who gets involved with Frontier Fios.