Frontier Communications Reviews

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

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

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

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

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

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

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

Original Review: June 21, 2017

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: June 10, 2017

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

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

Roger Behrens

Original Review: June 9, 2017

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

I called 3/18/17 (I figured I give them a day to figure it out). When I called I spoke with Jamil. He said he saw the issue and he was going to request a "credit". I said that won't work. I paid 1/31/17 which I was told by a rep paid for all of February. He said, "Ok. Looks like your account never had issues. Unfortunately you need to call back and contact collections. They are the only one that can help."

May 20, 2017 (today). I spoke with a rep. Didn't bother to get a name anymore. I asked for collections right away. They transferred me to collections. Now I'm told the Frontier bill I paid 1/31/17 was for January 10-February 10. (Remember I was told that they charge forward not backward). I said, "When I cancelled on 2/11 you said you couldn't disconnect until 2/17. So now, I was told 59.99-39.99= 20 (thanks captain obvious) and that why I owed $20. I said, "So you're saying I owe you from 2/10- 3/02 when on the 17th I cancelled. You charged me on 59.99, the charge didn't go through." I told them, "You shouldn't have charged me again. My bill was paid and I should get a refund."

So lastly I was transferred to Joe. Title billing & order supervisor. So I went the scenario with him. He said yes I owe $20. I said, "I don't understand why when I paid for all of February & cancelled on Feb 11, but you couldn't come to disconnect until 2/17/17." He said, "Ok. I credited you the 7 days so now you owe $6." I said, "So the seven people before you has incorrect data and you're the only one who has the right one?" He said correct. Summary: 5 reps tried to get me $20 credit. 1 supervisor Joe said I owe $6 and he was the only one with the correct information. So according to their records I owe $6... really???!!!! I had horrible internet at home which is why I canceled, but now I realize internet isn't the only horrible thing going on with Frontier. (Disgusted)

I had one very rude customer service rep that stated there were over 500 hundred of them and how could he know who is who... Odd that they cant look up the persons name or even see it in my account who was working with me for the last 45 minutes. They will quote you a price but they state they can not send that out in writing so, when you get your bill, it is NOT what they quoted you. This practice has been going on for years now with Frontier Communications. Sorry I had to give them even one star.

In the meantime several other technicians from at least two different departments showed up to complete the job but decided that they could not because the gas company had not marked the location of the gas line. That is the story they have been telling me over the past six weeks every time I called (and went through the long process to find our order) -- that the gas company was holding them up and there was nothing they could do but to wait. So what is their solution to the stalemate? They suggested that I should "reach out" to the gas company, which, sure enough, told me that they needed to coordinate with Frontier Communications. Then today during another telephone call, they suddenly discovered that since my son called in the transfer order on my behalf, they could no longer discuss anything with me.

This whole fiasco tells me that their operation is totally disorganized and none of the individual I spoke to, from service representatives to supervisors, has any interest in finding solutions to the issues on hand. Interestingly, they do not seem to care at all whether we remain their customer or take our business elsewhere. Well, guess what? Neither do we.

Now, I see an ad for $40.00 per month for Frontier internet for six months, and then an increase after that, but still far less that they quoted us - long-time customers. How can this be legal? Why doesn't Consumer Affairs look into this? We will never consider using Frontier in the future. They employ liars, and treat their customers like servants.

Then they started sending me boxes filled with new equipment instead of the return mailers. Not just once but twice! I now have 4 DVRs, 7 set top boxes and 1 router to return! It reminds me of the time earlier this year when they kept sending me the wrong equipment over and over and over. I had to keep mailing back their mistakes. There is something seriously wrong with their equipment mailing department or their orders department. I have spent so much time dealing with their issues. I have spent hours on the phone and in chat online. I have saved every chat and it is crazy to see what they say they are going to do and how different it is from what actually happens. How can any company say they are providing a reasonable service if they cannot get even small things right?

I spoke one earlier, and on 05/03/17 I charged to my CC $401.34 past due and current charges. Today I called to get clarification about what was going on, and the customer service person kept asking me for the account number. I said it is not on this past due notice. She said, "For Security purposes I cannot give you any information." This went on for about 5 minutes, then I asked to speak to a supervisor. She said one would call me. Well she called me back and said, "Oh, you have a call back number so I can speak to you?" She already had my call back number.

I voiced my concern about being billed as illustrated above. I ask for a print out of my history, charges, and what I paid. She said she could not do that. That conversation went round and round for 5 minutes... I asked her to tell me month by month what I was billed and what I paid. She could not even do that... She would go along, then go back and forth, jump from one month to another then three more then back. So I ended the call. This is the worst phone service I have ever had.

There were $40 in worthless features that took me over a year to remove (who charges $2.95 for NOT having a Frontier home phone line). I was told several times it was an internal line issue and it's not covered under my package although I have printed out the bill several times and shown the techs, who then shake their heads in confusion over the matter. Unfortunately, I have heard the same from several people in the area who use Frontier. Well why not just drop Frontier??? Well internet availability here is either Frontier or Satellite and Frontier takes total advantage over this fact.

History: Frontier Communications billing issue. Frontier Communications never sent equipment needed for DSL internet. I called a month later and canceled service. On 10/18 I talked to Savanna. She said account was immediately discontinued and disconnect confirmation number #**. Savanna said I would receive confirmation. I waited for the statement to come in the mail. 10/24: Talked to Teresa about not receiving a zero (0) balance confirmation. She said I would receive a statement showing a zero (0) balance soon. I waited for the statement to come in the mail.

11/27 @ 7:22 am: received a statement showing payment due of 149.66. I called and talked to Darrel. Darrel said the account was zeroed and I should not receive bill. He said he fixed it in their computer system. He said a statement and email would go out showing zero balance and to disregard the bill. Email was never received. I waited for the statement to come in the mail.

12/22 @ 1 pm called Frontier and talked to Keisha regarding a bill I received stating I would be sent to collections if the bill was not paid. Keisha confirmed that the account should be zeroed. @1:06 pm Keisha said she will call collections to make sure the account has not been transferred to their department. @1:10 pm Keisha asked to put me on hard hold so she could get the account resolved. Account will not go to collections. @1:22 pm Keisha said she would email me a zero statement. @ 1:29 pm. Keisha said she will contact me in 45 minutes. ID **. Never received a callback.

Called Frontier billing @ approx. 3:30 pm to find out status. Eric said he would transfer me to billing. Talked with Christina @ 3:48pm regarding not receiving email showing zero account balance. Christina was not in billing. @ approx. 3:52 she said she would transfer me to billing. Talked with Tia @ approx. 3:55 pm she said it takes 2 billing cycles to show the balance. Tia read the history of the account and confirmed that the service was never connected. Tia said they sent modems but I never received anything. Trying to send the credit from her terminal. @ approx. 4:36 pm I was disconnected from the call. @ approx.4:42 Tia called me back. Tia put the adjustment in the system correctly now. It should not take as long to approve the credit. Sent directly to supervisor to get credited.

12/28 @ approx. 8:30 am. Called Frontier regarding statement received on the 27th showing no credits and a balance of $149.66. Prior billing service members have stated that my balance should be zero. Talked with Chris. Chris said he would be my advocate. All credits are still pending. It takes a week or two to go through. Tia set everything the best way possible.

1/24/17 Called at approx. 2:40 pm and talked to Tina. She said the account is closed since October of 2016. Credits were denied but do not know why because I never had service. Tina will escalate to supervisor. Asked me to hold for supervisor. I will need to talk to collections. Give this number **. They will credit the account for me. 1/24/17 Talked to Marisa in collections @ 4:04 pm and she said is adding notes stating I never received service and she will request to adjust balance to zero. Marisa said the delinquency was reported to credit. If I do not hear back in 5 days e-mail offline adjust. wsmcollections@frontier.com.

When I called with the info, I once again was told the service was $40 higher than initially quoted. Also, the network extender for my cell phone which had been working fine previously wasn't working now which is a huge problem since I live between two mountains. Now my cell phone signal is horrible and Frontier wants to charge me $40 more per month than I signed up for. At this point the real nightmare with Frontier begins.

My first concern was the price and after speaking to several reps who could not help me, I asked to speak to a supervisor. After explaining the problem, he said there was nothing he could do, agreeing that Frontier made a mistake but the fact is I would either have to pay the $40 more per month, reduce my service or get another provider. He was rude, condescending and basically a bully on the phone. He showed not one bit of sensitivity to the plight I was experiencing nor was apologetic with regards to Frontier's "bait and switch" plan.

Since I already had turned off my previous TV system and was a full week into the service before being told they wouldn't honor the initial package I was offered, I decided to forego the landline, decrease the internet speed and basically go with a lesser package than I was initially promised. Then while trying to address the cell phone signal extender problem I spend no less than 5 hrs total on the phone and spoke with no less than 10-12 different tech support people, one of which who told me to disconnect the new router and hook up my previous one (which I own). This brilliant bit of advice utterly disconnected the internet and TV throughout my entire home, necessitating another long drawn on time of seeking phone help.

The technicians couldn't help me so they sent me to "Premier tech support" and when I reach this person, he wanted money to help me further and then my call dropped because my cell phone isn't working well. I called back AGAIN (7th call this morning!) and was told I should have never disconnected the router...DUH!! Ya think??? So spend another 30 min with the person reconnecting the new router...

I'm utterly sick to my stomach with Frontier!! After 12 years of wonderful service with Verizon FIOS, Frontier in one week has destroyed any confidence I might have had. They are the WORST company I've ever dealt with by far and I am 68 yrs old so have dealt with a lot of companies! I'm also pretty tech savvy so there is no reason they should have treated me like an idiot because they couldn't solve the problem. Frankly the right hand doesn't know what the left is doing so the customer has to recount every detail to every person every time a call is made. I HATE Frontier customer service and will tell everyone I know to avoid them like the plague!!

I have several different order numbers since they had to change my service after refusing to honor the first package. They also refuse to send any confirmation emails detailing the service agreement and depend totally upon word of mouth... When asked for some sort of confirmation or receipt regarding the service agreement, the supervisor I spoke to told me I had to "trust his word" about the agreement and I promptly responded, "Why should I rely on your word when Frontier has burned me so many times in such a short time??" Again, I HATE Frontier customer service and will tell everyone I know to avoid them like the plague!!

I have had this lousy 5gb/month slow as molasses $75 wifi for over 5 years. I knew there was an initial 2-year contract. I had no idea there was another one! The lady said I should have been reading the 8-page long monthly bill for changes to their terms. OMG! This is only possible in a monopoly!! This is wrong, crooked! I am moving to Rome and I refuse to pay this bill. I am sending copies of complaints from disgruntled Frontier customers I can find, plus letters to my elected representatives.

They did a "test" and said they saw a bad line??? How could a bad line just stop access to certain sites... Okay, I played along.

They said they would send someone to our neighborhood to start finding the "break in the line." I asked to be transferred to billing so I could ask that I not be charged for service until it worked. NOW the fun begins... The billing agent says we are one month behind in payment. I'm already looking at Frontier site and see NO NOTICE of cancellation or interrupted service. I log into my bank and see that I mistakenly sent a payment to Verizon (previous ISP which I was very happy with until they abruptly sold my service to Frontier). Hence a month behind...

I made payment over the phone and GUESS WHAT??? The "broken line" was magically fixed. I could now access the sites I had been trying to access for the past 4 hours. This is very unsettling. How can an ISP selectively block access without any notice or even internal awareness within their own company? This feels very threatening to my privacy. If I had a choice I would switch IMMEDIATELY... Unfortunately, I don't. My neighborhood is Fiber and Frontier now owns that fiber... ARGGGG. I have lodged a complaint with the Texas Attorney General. Not sure it will help. But Frontier should not be allowed to operate like this.

I got tired of 4 months of calling and a total of 17 hours on the phone with them that I canceled all services and went with another internet service. They are still billing me and now sending me to collections and they owe me money. Frontier has the worst customer service I have ever. I have been told it takes 3 months for their billing dept to catch up with work orders. Come on this is the computer age, DON'T GO WITH FRONTIER COMMUNICATIONS!!

Two months go by and we are billed what our quoted rate was supposed to be. Came home from work tonight to a bill that was almost double what we had been paying and what we were quoted was our rate for the first year. I thought it was a mistake and called customer service. They informed me that we had been getting 2 promotions and were only allowed 1 and the new figure was going to be our bill going forward. I tried to explain to them it was what I was told our bill would be by customer service. If I had known it was going to be double, I wouldn't have told them to move forward with the service.

I didn't make a mistake, Frontier gave me false information and without notice, would be debiting the new amount. I said this was unacceptable and I felt completely lied to. I was on the phone with several different people including 2 different managers for 4 hours. The last manager of the night told us they didn't believe any customer rep ever quoted us the lower price to begin with and that we shouldn't expect to get service for free. I didn't expect anything for free, I just expected them to honor what they had sold me to start with. Then to be called a liar to boot, sent me over the edge.

Plus we have to pay the higher amount and wait for a credit on our next bill, That we were lucky they aren't charging us more for the computer glitch because we owed more than what was being charged. I have never been so disgusted with a company's lack of regard for customer service in my life. Ended up canceling cable and only keeping internet. That's until I can find another company. We shall see if the credit is given or not. Somehow I doubt it. Stay away from Frontier if you have any other option. They could care less how they obtain your business, even if they have to lie to get it.

So here we are 30 hours later and guess what... no call. Shocking! So they can't make a call in 24 hours and they expect me to wait around 8 hours in hope the service tech is better than the customer service and the supervisor. Shaking my head at such loss poor service. They employ over 20,000 people and still cannot help clients. My customers would hang me if they were treated this way. Please find another service provider if quality and service important to you.

This is an outrage already!!!! If they sell packages at a certain price, you would think as big as these companies are, that their systems would have that set up to bill properly. Imagine if I would have signed up with their auto-pay, not only would I be out the extra money from my bank account every month, but then I would also have to go through the nightmare of trying to get it back! JUST DISGUSTED ALREADY!

Fast-forward to the current May bill. We were charged $54.99 for just internet. Spent nearly 2 hours today talking to various employees. NO ONE honored Frontier's OWN CONTRACT with us. Later, I spoke with the floor manager. He explained we had been "automatically disqualified" because they no longer honored that promotion (what!?). Bearing in mind they never communicated this change to us, their so-called "automatic disqualification" was a euphemism for underhanded billing practices.

Here's the important detail for future Frontier customers: NO COMMUNICATION or CONSISTENCY. Not only did they not honor their contract with us, but they also NEVER communicated our "automatic disqualification" of our promotion. Additionally, they swore they could not adjust our monthly bill to consistently reflect the amount they agreed to. Who does this in a business? I was only asking for something THEY had previously offered to us. So, in short, here is our issues with Frontier: hidden billing practices, breach of contract, bad communication, lack of effort to serve customers. Please know that this is my first review online for bad business. I am not someone seeking a fight or looking for trouble or even a lawsuit. I just wanted to warn future consumers. Thank you for listening.

This is supposed to be 'Verizon'... But they made the mistake by letting Frontier take over. Great. I called them and after a long, hard struggle reached someone. He went through the process with me, but not ONCE did he say they'll check my credit (and it'll hit my credit in the process). I even ASKED if it would be better to do this on my husband's name. They said, "It doesn't matter"... Now, if he had said that they would check the credit, it DEFINITELY matters (because I know his credit is far better because he's been in the country for much longer and my short history of credit is hitting my score at the moment). Nonetheless. Everywhere online when I check my own credit score, it says it's "Good" or "Very good" depending on where you look and which system you're using.

Unaware of this I decided to proceed. The man on the line said that payment options don't matter right now because they will take care of it on the installation date. So I was planning on setting up my husband's credit card then when they were SUPPOSED to arrive. FIRST MAJOR RED FLAG ---> I receive a text after my phone call saying my scheduled date for installation is a week plus later. Now I work from home... What am I supposed to do for 10 days?

SECOND MAJOR RED FLAG ---> I receive an automated phone call confirming appointment the day before. (Why it's a red flag will become apparent later in this review.) THIRD MAJOR RED FLAG ---> No one shows up in the 4-hour interval they gave us between 8am and 12pm. That's FOUR hours. My husband had to drive back and forth from work because I had an appointment in the city just so that someone would be present when they arrive... as they said there should be.

FOURTH MAJOR RED FLAG ---> I call Frontier. Ask them what is going on. Now it's 12:20 pm. The guy says, "No technician has even been assigned to you." I ask how??? He says, "I don't know... That's so weird." The **? I told him we've been waiting a WEEK for them to come out. His reply: "That's odd. Something must be up. They usually come out 3 days after the initial call. We'll have to reschedule though. We'll reschedule for next Wednesday at 1pm-5pm"... ANOTHER 8 more days! Now, we're waiting almost half a month JUST FOR INSTALLATION.

LAST ** UP ---> I received a letter in the mail. Dated 26th of April. "Your credit doesn't meet Frontier's criteria. This might've hit your credit." Excuse me? No one said they'd check my credit. If they had mentioned it, I would've immediately transferred the details over to my husband's name. But they said, "It doesn't matter, we'll deal with all that when we do the installation." Now... it's dated SIX DAYS before the first installation date, WHY would I receive a phone call to confirm installation the day before? (Refer to the second red flag). Also, how couldn't the guy (referring to fourth red flag) see on their system what's going on and tell me that this is the case? They are ridiculously unprofessional and I don't trust them at all. I thought Comcast is bad... Well, nothing could be worse than Frontier Communications.

I was a customer from about October 2016 until I finally cancelled services May 3rd 2017. I would like to start by saying in my 27 years I have never had to write to a company like this or had the amount of issues as I have had with Frontier. My husband worked for ** which requires home phone and reliable internet to work. When we began services we lived at ** and moved to ** which is right next door around December 1st. While living at ** we had no issues with internet or phone. However, when we called to move services over I got the runaround with customer support and was even told at one point to hook it up myself and as I had just given birth November 29th I became quite upset.

We finally had services installed and they worked for about a week before we began having issues with the internet speed and internet dropping. So my husband was forced to call off work multiple times while waiting for technical support to come fix the issues. Since December 1st I would say we have had a technician come out to the house about every 2-3 weeks until we finally cancelled services. I should have cancelled right away but I was promised time and time again the issue would be resolved. We even upgraded our internet speeds in hopes that it would help and it didn't. Having reliable internet was vital to my husband's income and mine since he was the one working while I cared for our first child.

Since we installed services with your company they have ran new lines from the road, rerun wiring, switched out modem boxes 2-3 times and yet I would say on average my husband was only able to work 25-28 hours out of the 40 he was scheduled since we had services moved. For the last 3 weeks he was unable to work at all and 3 weeks without income has hurt our family possibly beyond repair. I don't think I need to explain the amount of stress this caused my family and the amount of bills that began to pile up. Yet we always paid our bills with your company in good faith that things would get better. They didn't.

I am writing this in hopes that 1) you will help make this situation right by us and give us restitution to make up for lack of income because of YOUR company and 2) that this might not happen to any other family. If needed I can provide proof of his lack of income or you can just look at our usage log and see what I am referring to. It is pretty bad. When I called about 1.5-2 weeks ago I was told by a representative they could see our internet had dropped over 100 times that day. Please make this right by my family.

I have been involved in the telecommunications industry for almost 50 years and I have never seen such shoddy service coupled with exceedingly poor customer service. My dealings with the field technicians has been the only positive note but they are spread too thin. My advice is to think long and hard before dealing with Frontier and to explore any possible alternative.

The following day the system didn't improve so we called in. Frontier reps Jake and Monica stated that it would be at least 6 days for next repair appointment and we would have to pay for the repair appointment. After further phone and chat time with reps Connie and Wedel we were told we would not have full service for at least a week. When we requested return of power cords taken by installer we were told it would be easier if we "just went to Walmart and replaced them ourselves". My fiance finally got to a supervisor and said she wanted to cancel service and we were told it would cost us $230 to cancel even though service didn't work. The Frontier rep said we were long term customers and we would have to pay for cancellation. WE ARE NOT AND NEVER WERE Frontier customers before 4/25 but they were so sure that they were right that they accused my fiance of lying to them.

We provided documentation from our rental complex and our TV/internet service provider and that didn't matter to them. We finally got them to see that we weren't past customers and cancelled the service without fees and now, 4 days later, they say we have ordered new service, and any further cancellation will cost another $230 and we are responsible for double charges. We have cancellation confirmations and recorded all conversations because they warned us conversations were recorded and now we are told we owe $460 for 2 cancellations. We still never had functioning service. We have talked to agents that have agreed with us in the matter of not having previous service (including supervisors) and we have talked with reps (including supervisors) that say we owe $230 and $460 for service we never had. We have been accused of lying and have been threatened. Please help!

In my head I wanted to tell this idiot, "If you can't get me 75 how are you going to charge me for more and still not give me the speeds I want." But I was so frustrated because we had gone over so many troubleshootings I just ended up cancelling the chat and decided to deal with this another day. Well today was the other day and needless to say the experience sucked again!!!! I clicked the chat button and began my chat well. Once we got to the same point where this guy is explaining how they can't guarantee service I told him to please cancel my account and this guy's response was "Are you still there?" I would respond yes and then eventually he closed down my chat due to lack of response but I was responding.

I started another chat and the representative said, "I will send a tech. Please be advised that charges will apply." I asked why and she said, "Well if it's not Frontiers fault you will be charged for the tech." I asked what were the possibilities of it being something else other than their equipment, their lines, she said she couldn't tell me. So I asked how often are customers charged when tickets like these are created and she said often. So my response of course was, "Can I see your technician's training manual because there is no way that most of your customers would have issues with internet speeds and it not be Frontier." No response on their end. Needless to say I will be cancelling my account tomorrow. I am lucky that I am on a month to month now and don't have to deal with cancellation fees. DO NOT SIGN UP WITH FRONTIER!

To ignore the top 3,155 complaints about that company (see:https://www.consumeraffairs.com/cell_phones/frontier.html) in favor of promoting their stock values is insane... A lot of wind from the company and a lot of anger for those who like me are stuck using Frontier in areas where only Frontier is available (I live upstate NY where until very recently only Frontier was available as a telephone and Internet provider, and a consumer-hated monopoly of communications services that should be illegal when it leaves no choice to go somewhere else).

The rating with the Consumer Affairs Bureau is ONE star out of five, and I am sure that zero star was the choice of many, if it was possible to input zero star. Even some of their technicians in our area are changing their services from Frontier to another one, experiencing the same technical problems and difficulties as the regular consumers experience on a daily basis.

The painfully slow connections at a very high cost to the consumer, the ineptitude, and aloofness of their technicians are well known facts... For example when you say that you are using an Apple computer, there is usually a long silence on the other line, a lot of "huh's?" and "Well we're not very familiar with Apple computers"... Succinctly it means we do not know ** about Apple computers and how to service your connection problems. In today's world, many companies and individuals rely on Apple products, from iPhones, tablets, iPads, Apple TV to Apple computers, and Mac is still considered the best performing platform. Granted, they are expensive and Window based PC are still very popular... it makes no difference to Frontier as it doesnt make Frontier work better for the one or the other... But is worse for the Mac, indeed. That's a more than fair statement.

They also made me purchase equipment to boost the connection, in the order of almost $350.00. It worked a little better, but not significantly. They would not let me use my Mac Time Machine which is AWESOME, ONLY because they cannot troubleshoot it... So I have perfectly good working equipment that I am unable to use because of their ignorance and ineptitude to service anything... That Time Machine can also be used as a router, making their equipment obsolete. But no, they would not allow me to use better equipment.

When an appointment is made for a repair... the technician does not show up. It happened to me, FOUR TIMES in a row. NO ONE SHOWS UP!!? Disregarding the fact that a person will wait an entire day, probably canceling appointments to make sure to be available to the technician, and making THEIR TIME available to nickenpoops who have no regard, nor respect for the persons who pay their salaries. That is outrageous.

Telephone calls to Tech Support avail to nothing being resolved. Credits have been asked and responded by "Yes, we will credit you for this month"... Then you read your statement and there is no refund. That company SUCKS big time and does not deserve one cent of stock growth unless they start hiring people who have the competence to fix their own line problems, customers problems, and equipment problems. I understand that the deal of buying some equipment and territories from Verizon was a big mistake, since it is now well publicized that Frontier received outdated equipment from Verizon. Shame on Verizon... but nevertheless it was Frontier's decision to purchase that crap.

I have been a customer for 13 long years with this inept company. What broke the camel's back as they say, is that during my last phone call - at the beginning of this week - to Frontier Tech Support, when I complained about non-ending disrupted connections, the lady from tech support had the audacity to say to me "Well, we have a program to offer you and for $12.99 a month we can protect your equipment"... Say what? Isnt that what I am already paying for? I could not answer anything to this poor woman, except that I started laughing. That did it for me... ENOUGH IS ENOUGH... NO MORE of this BS!

I am now switching to Spectrum, for better or for worse, as I feel that anything is better than Frontier. I would NEVER recommend this company to anyone. In the long run, Frontier has been unable to perform, and is entirely incompetent, not deserving one hair of financial growth. Actually I am thinking about starting a class-action lawsuit against them to refund money to ALL unhappy consumers. If anyone has suffered from services not provided by Frontier, i.e. poor connections, failing to repair, failure to replace faulty equipment, interruption of services without reimbursement, please contact me by email at **. We will put our heads together, and I know an excellent Attorney (used to be a Prosecutor) who will be more than happy to take this on.

Original Review: April 27, 2017

DO NOT DO BUSINESS WITH THE IDIOTS! They are incompetent, lack compassion and respect for your time and patronage. I ordered service for my business 3 weeks ago April 12th. THEY made the appointment for Friday April 21 between 11 & 3... never showed and not a single courtesy call or email. Called 2 days later on Monday April 24 and was told my order was hung up in Engineering. At that point I was told the Engineering Department would call me back within 24 hours. Needless to say that never happened either.

I gave them the benefit of the doubt and waited an additional 2 days until Thursday April 27th. I called to complain and asked to speak to a supervisor. I was told that I cannot but the operator I talked to would fill to a form and submit to the supervisor and it would be 20 to 30 minutes for a return call. I informed her I had been waiting for a call for 3 days so why would they ask me to wait again? So sorry was all I got. I waited 2 hours before I called back and just cancelled the service before it started.

These incompetent idiots think they can run the business whichever way they choose in complete indifference to what their customers are saying? Thank goodness I found this site before I waited another 3 weeks for an answer... was nice to see that they have the worst possible service... other than United Airlines of course... I can honestly say that cancelling the order before I got started was the best feeling I have had in a very long time and I encourage others to get out or even better? NEVER ORDER INTERNET SERVICE FROM FRONTIER IN THE FIRST PLACE!!!

Original Review: April 26, 2017

Here in the Tampa Florida area Verizon introduced us to FiOS. The service, for me, was good however Verizon was always difficult to reach. You'll speak to a human when you call up to start your service, but be advised... that will be the last human voice you will likely ever be able to reach within Verizon. Still, the Internet service was quite decent. 



Then came the Frontier Communications take-over. Their great switch-over day was a colossal disaster as literally millions of business and residential customers around lost Internet and telephone service for at least 8 hours. Enterprise customers were hit the hardest. The day was easy to remember, it was April 1, 2016. The Tampa Bay Times, and many other local news outlets, tried to help calm the outraged customers with messages from Frontier interviews. Sure, most residential customers grew annoyed at the loss of Facebook for a day, but thousands of business customers went without telephone and credit card service. From there the service stability degraded. The rock solid bi-directional speed we were paying for became spotty, throttled (at times), and somewhat unreliable.

We were willing to accept it was “Take-over pains”. It did improve slightly, for me, after about a month. But the service never regained the performance it had under Verizon management. And the customer service and support was down right hostile and unprofessional. We were still inside of our previous Verizon contract at that point, and we carried out that contract to the final day. When that day came, I called Frontier to inquire about negotiating a new contract at similar pricing. I wasn't too surprised when Frontier indicated the price was now double, and there was no other Frontier option at even close to the pricing and service level. $80/month plus tax for 50mbps speed was the only option offered to me; Internet only. 



We do have other provider choices in the area, and the three other competitors were offering the same speed at half the price. The choice was clear for me. Cancellation of our service was polite, but the representative was clearly unaffected, and their customer "retention" was uninterested. In fact, I was told this in no uncertain terms. The representative did say that she was sorry to see me go, but they were not making any money on me having the former $39.95 50MBPS internet. I was taken back by the carelessness, but I understand businesses can do what they feel they need to, it's not for me to set their rules.

I own my modem, so there was no equipment to return. The service ended. I received a confirmation of my final bill which showed I had a $45 credit. This was from the first month you "pay fin advance". I asked when my credit would be refunded to me. I was told that they have to hold it for one additional month to make sure any unexpected charges clear. This made sense to me. After the second month passed, I received another negative bill showing my un-refunded credit. I called again. This is when I was informed that it take 3 complete billing cycles after the first month to begin the refund process. Refunds are handled by Chase Credit. That would take an additional month, then one additional month to receive a Chase debit card with the amount on it. They will not send a check.


Yes, you read that correctly. It is Frontier Communication’s "policy" that they held money owed to customers must wait 6 full months before a credit process is realized through Chase, and that credit will only come to you in the form of a Visa Debit card.



I realize there is nothing illegal about this. And there is very little I can do. I am posting this story here in hopes of convincing any potential customers that this is cannot truly be the type of business you want to engage in a contract with. Why in this would you want to start with a company that doesn't value the individual residential customer, and then sets "policy" to make it so difficult and discouraging - as if to "punish" the customer. Please ask yourself: Do you really want to do business with this type of company?

I sincerely advise you to reconsider doing business with such a hostile an insensitive business. If had were a business owner considering a relationship with Frontier Communications, I would be extremely concerned - you have much more to lose than a day or two without Facebook. Please, read the reviews you see here. How can over six thousand ConsumerAffairs reviewers and Frontier customers all have similar service related issues and this not indicate a severe business problem? 



As consumers your decision of how, and with whom, you spend your money makes the strongest impact on that company. This is one company you should truly avoid doing business with.

After sending them a full accounting of the paid in full (2 Years) payments and their billing statements, I get a bill for March. I write back in a registered letter telling them they are billing me for service, 2 months after it was disconnected. Now, it is the end of April and I get a "Past Due" Bill for March telling me they are going to turn it over to Collections. Nearly 4 months with these people and I am sick of dealing with them.

Third, randomly in the mail my family received a wifi booster from Frontier... and then also a charge on the bill. We did not order anything and when we called customer service they said they would send a return shipping label. For about two or three months we were billed for this piece of equipment that we never ordered. And for about two or three months we continuously called to complain and get it fixed. It didn't get fixed until my mother sent all this info to our lawyers and had them send Frontier a letter of complaint. Then we finally got the shipping label.

Fourth, the customer service sucks. I honestly feel bad for the employees because I really think they want to help, but they just don't know how. The communication system in Frontier is literally the worst I've ever dealt with. No one knows what they're talking about and nothing ever gets done. I would totally give Frontier zero stars if that were an option. Please think hard about joining this dysfunctional organization where you're treated like a "red-headed stepchild" instead of a "valued customer."

I wanted to know when our contract was up. The girl I spoke with first told me I'm not on the list of people she can give this info to on my account! I've been dealing with Frontier all along, now they lied and told me that because I said I wanted to cancel the account! So Frontier please tell me, who did I talk with in your "tech" department and what country is he from? I would like his name. He was trying to scam me from your office! When I told you this all you said was, "Well that's not right.." Really, ya think??? That's the problem. You don't think.. WORST COMPANY EVER! Sending complaint letters to many today.

For some odd reason, the agent downgraded our service which is exactly what we didn't request. We spent another hour and half with multiple departments (apparently warm transferring between departments isn't part of the training in customer service at Frontier) and wasting more time, we received the following instructions, "Just wait about 24 hours and MAYBE things should be back to normal." What's interesting is that came from their technical department. Wow!!! Maybe I'll consider speaking with another service provider due to the lack of support this company provided.

I understand the transition between Verizon to Frontier and the issues that come from that but how long should a customer be understanding and patient before either escalating the issue or canceling their service? Verizon was doing a phenomenal job both service and customer service. Just wanted to also add that we still cannot log into HBO GO after being able to for the last years. Apparently, we're not subscribed to HBO but we've watched all 6 seasons of Game of Thrones since it begun. Anyone?? Good luck to everyone that's either going through something similar or worse. Shame on you Frontier Communications for not caring enough to train quality agents.

Once I got it finally turned on, it seemed to work pretty good. Another time I had them turned on, it never worked. Ended up being a problem with the hardware and took over a week to get it replaced. I was not able to work that week, really a pain. Another time I called a week before I was going up there and it never was turned on. TERRIBLE. Now let me tell you about the billing!! This is a total rats nest!! They never got it right, overbilled, added a month Security fee I never asked for. Never applied Vacation Service fee when I left for a couple months. They did apply several credits but my bill was so messed up. I finally had enough and Cancelled the Service on 3/13/2017. I am now waiting for a check in the mail and they said it will take up to 90 days. I'm counting the days to see if this ever comes true.

I was already planning to cancel Frontier Communications, because 2 of 5 set-top boxes were not working correctly, and several calls to tech-support had not resolved the problems (the video and audio were freezing up, until the set-top box was turned off and on again). Also the telephone sometimes was dead (no dial tone), and DVR recordings and purchased movies were disappearing automatically, despite ample free space. And the internet speed was supposed to be 75/75 Mbit, but it was more like 25/25 Mbit. So, we replaced all three services with another company at $148 per month (almost 1/3 of the new rate that Frontier had tried on me). In 2015, VERIZON sold their FiOS service (in Texas, California, and Florida) to Frontier Communications. Frontier wasted no time in running off customers. At this rate, Frontier will probably be out of business in a few years.

The Frontier stock has fallen from $8.38 in 2015 to $1.64 yesterday (21-APR-2017). Frontier lost over 600,000 of its customers in the very first year (110,000 from about 1/5 of all 620,000 customers in Texas; over 300,000 in California, and over 180,000 in Florida), and they are still leaving in droves since 2015. The CEO (Dan McCarthy) and management of Frontier Communications have done just about everything a telecommunications company can do wrong. Yet, in 2016, the CEO at FRONTIER COMMUNICATIONS CORP, Daniel J. McCarthy made $5,447,116 in total compensation ($981,251 was received as a salary, $4,455,065 was awarded as stock and $10,800 came from other types of compensation, according to the proxy statements filed by Frontier for the 2016 fiscal year).

Now requesting supervisor Marie id number ** told me that the supervisor told her to transfer to the Cancellation Dept. I'm speaking now with Zionara employee ID **, advise her she is been voice recorded which I did. After 2 hrs and 9 minutes Zionara which I am sure the name does not spell like this told me that she can't do nothing about it. I explained to her that a verbal contract was created and that if I was the one breaking the agreement I would have got sued, so Frontier has to honor the order number ** from Amber. But they decided to let me cancel instead. I also told her that the conversation was recorded and was going to be in Facebook. She did not like it and said they would be able to sue me for my 1st amendment. Zionara was the ONLY one was responsible enough to not quote or put me in the wrong order. She was very professional. Anyhow this is all. If you after I said decide to get Frontier you are a SUCKER. lol

Instead of apologizing for the miscommunication, for the "collections warning letter" I never received, or for making a mistake - the only thing they could say was, "Pay the balance and it will show paid balance on your report." As if I did something wrong. They couldn't care less that I was never notified of additional charges. Or that my house hunting was put on hold over a magical missing $50. "JUST PAY IT, ex-customer." I'm so disappointed that after being a loyal customer for 2 years, I was treated this way. I will never refer this company to anyone and regret referring them to others prior to this horrendous experience.

In April 2016, I finally told customer service via chat, that I wanted my account disconnected immediately. I paid my final bill on May 14, 2016 in the amount of $112.15 (which included Dish Network bundled). I was told via chat to await shipping packages and labels to return the hardware. I got a Verizon Wireless MiFi through work and payroll deduction with unlimited date and had 10x better service with it, than Frontier, plus it was mobile. I disconnected the Verizon modems, put them in the laundry room closet and awaited their hardware return packaging which never came. The modems and Cat-5 cables are still sitting in the closet, as I type this complaint year later.

I reviewed my credit score in March 2017 and noticed a $599 delinquent account from Frontier dating back to April 2016. I disputed it with Equifax but lost the dispute. I have no idea what information these jerks gave to Equifax, but they beat me at the dispute. I've tried to obtain chat information from Frontier, which will prove my formal request and acceptance by their customer service staff, but they somehow can't seem to find our chat records (how convenient for me). They are an awful company and I would not recommend Frontier to my worse enemy. I am now fighting against an untrue, delinquent account, and negative mark on my credit report. Awful, Awful, Horrible Customer Service Company. FRONTIER STINKS!!!

When I called Frontier they said it was my duty to notify them EVEN THOUGH I TOLD THIS TO THE THUGS MANNING THEIR OFFICE I RETURNED THE EQUIPMENT. And of course no one at Frontier can give me a detailed accounting of the $298.88. IMO this is a group of white collar criminals shaking down and otherwise extorting former and current customers. Never again.

This is the actual delivered download speed. The tests have been done AFTER TWO FRONTIER SERVICE TECH HOME VISITS. Both Techs tested the service being supplied and found no technical problems other than that Frontier Communications has sold a volume of internet traffic that far exceeds what its system capacity can provide. Documented by a chat transcript of a conversation I had with a Frontier Communications representative, Frontier Communications is STILL OFFERING THEIR ULTRA SERVICE (12 Mbps) to any new prospective clients in this area. Offering what they can not supply.

When pressed about the $39.99 per month being charged for the Ultra Service they no longer can supply, the answer is to offer a 6 Mbps service with the statement, "We don't want you to pay more for a speed you don't get". They sound to be acknowledging the fact they are only able to deliver 3.86 Mbps average service. This is a company that has been in the news because of serious financial problems. That they continue to sell a broadband service that they do not have the technical ability to deliver is, in my opinion, a fraudulent practice.

I need wifi now. It's why I set it up two weeks ago. I have been told by no less than three different people over the course of these two weeks not to go with Frontier, but I was so impressed by the salesman and price I was given that I decided to continue on. Now, after the bumbling, fumbling, inexcusable voicemail I was given, I've asked them to cancel my order completely. Now I'll have to wait, but I'd rather wait for a company that isn't going to sell me a lie outright and then cancel on me the day before like a disappointing Tinder match. Catfishing Communications is what they ought to change their name to.

Called Frontier back on 1/31/17 about TV seemed to be working better but the internet was still dropping connections. Also, bill was not $128 as they said. Instead it was $150 plus taxes. They said the promotion they applied did not fully apply because it was for the Quantum 50/50 plan, but I only had the 25/25 plan. Turns out that all along while my bill was saying I was on the quantum 50/50 plan, and I was paying for that, on the backend I was actually only configured for 25/25. Thats why the promo for the 50/50 did not fully apply.

I explained that I was on 50/50 with Verizon and had been being billed for that ever since it became Frontier in April 2015. They apologized and said they would have to escalate to another department to get that fix, but in the meantime they changed my internet channel from 1 to 6 (because 1 is known to be problematic) and if this does not improve the situation to call back and ask them to put me on channel 11. Then they transferred me to some department that could change the backend settings from 25/25 to 50/50, but I gave up after being transferred to infinite loop! (Note this was multiple calls as I kept getting transferred to wrong dept., in infinite transfer loop, or call disconnected. I have notes of being on the phone 1 hr 5 min, plus 22 min, plus 45 min. Thats for the calls that connected. Total time was around 3 hours.)

Called Frontier back on 2/2/17 about Having the 25/25 speed but paying for the 50/50 speed for several years. They had me on the phone for a long time! But after a couple hours, multiple conversations with retention department and an advanced tech to got another advanced tech on the line, they finally said my speed was 50/50. They said the biggest credit they can give me for the time I was paying for the higher speed, yet at lower speed, was $79.19. But they said they can now give me that promo but the lowest they can go is $146, not $128 as they originally told me.

Called Frontier back on 2/3/17 about after they changed my speed to 50/50, my DVR no longer had any recorded shows, nor could I use the DVR. It said I had to upgrade to use the service! Then, they told me on the phone I had to upgrade my equipment to be able to support the DVR service. I explained that Ive had the DVR service for many years and had just upgraded to Quantum 50/50 service with improved DVR service a couple of years ago well before Verizon sold my service to Frontier. They sounded confused and had me read my model and serial numbers off of my devices. Eventually they said they might be able to restore the service but all my shows would be gone! After yet another couple of hours on the phone, eventually they were able to get the DVR service restored along with our recorded shows. (Frustrating to say the least!)

At this point it all gets blurry. .. There were so many conversations, call drops, transfers, etc. that I felt like I was in the twilight zone. Between 2/9 and 2/13, called Frontier back about We were continuing to have internet issues and connection drops especially when connected to VPN. (My wife works from home. She stayed with her mom in Thailand and worked from her moms Wi-Fi for 1 week in January 2017. She stayed connected for 4 days before she had her first drop! Here, at our home in the US on Fiber Optic which is supposed to be the very best, she was having 4-5 drops a day! Each time, it froze her computer and downed her for about 10 minutes. She was extremely frustrated as this was very disruptive to her job. This time Frontier agreed to send a tech out and waive the charges if the problem wasnt determined to be on my end.

A tech did come out and he said something seemed to be wrong with my Verizon Quantum FiOS router. It still showed Verizon and would not update. He replaced it with the exact same model (which said Frontier on the outside, but it still said Verizon when you logged onto it). Also, my bill afterward showed a bunch of new charges like a $9.99 monthly quantum router rental. And it did not solve the issues! We gave up after this!

We switched to DirecTV effective 3/9/17 Frontier TV equipment was disconnected. Spectrum Internet and Phone effective 3/18/17. Called Frontier on 3/9/17. They said a $4 credit was pending so they could not cancel the TV service until the next day. Called 3/10/17 and they said that now my account was frozen due to the phone number port putting an automatic lock on the account. They said after the service is fully disconnected, I could call back and ask for a credit on the TV service. Called late on 3/18/17, they were closed. Called 3/19/17, and they said my account was automatically closed when my number ported. Said to wait for my final bill and ask for a credit for the TV service.

Called 4/14/17 after receiving final bill. It showed a $200 early termination fee and billed me though 3/21 instead of 3/18. After 4 more calls and transfers back and forth between internal billing and customer service, with some people saying they cant even find me in the system, Internal billing - said to ignore my last bill of $122.14 (for service from 4/10 5/10). It was generated in error. They did not see any $200 cancellation fee on the account. Also said if someone cant locate my account to tell them to put .1 on the end of my account number, and to wait for up to 3 billing cycles for everything to settle and be complete. Customer service applied a $26.76 credit for the TV from 3/9/17 until 3/21/17 and a $12.37 credit for internet/phone 3/18/17 to 3/21/17. Im still waiting to see how this all plays out. Im tempted to send this to an attorney.

TODAY, 4/13/17, we received another bill. Charging us for last and this month. I called, talked to a supervisor. He stated that our account was cancelled last month but their system bills for two more months and our refund/credit is in some department to be deemed yay or nay if we get our money back. Supervisor stated that it was denied 2 months ago due top lack of notes on their end. He stated that it was back in the same dept for review about said credit and it would take 2-3 months and to ignore all future bills until it states a credit. I asked what happens if the credit dept denies it again. HE SAID IT WOULD BE SENT TO COLLECTIONS FOR US TO DISPUTE!!! ARE YOU KIDDING ME. What the hell do I do now?

At 10:00 am I call to see if we actually have a tech coming out. And they say "I'm sorry that account is in your wife's name... I can't give you that information." I say... "But I'm the husband, my wife is not home. I have the password." Their response... "I'm sorry, but you aren't the account holder, we can't give you any information." So I say, "Perhaps I should just have my sister-in-law come over, say she is my wife, and give me authorization." Finally after getting passed to a supervisor and after 10 minutes of telling them what lousy service they have, the supervisor begrudgingly says... "Yes you are on the schedule. Yes, they should be there by noon." It's now 11:45 and I've heard nothing from the tech. Frontier is the worst... But don't worry... They will be able to track our usage and sell the data to the highest bidder, so I can get yet more ads. Lousy service, lousy customer relations and no viable alternative. So much for our free market ideals.

Original Review: April 13, 2017

We switched to Frontier after several years with Comcast. Over the years, the Comcast costs continued to steadily rise to the point where it became almost ridiculous to continue to do business with them. Neighbors had moved to Frontier and we decided to give Frontier a chance. Our initial experience was good, the monthly costs were much more reasonable, and then... Our first year with Frontier ended and the costs jumped by $50-60 a month. All those initial premiums were gone.

I called Frontier and negotiated with them to return my monthly payment to the original amount we had agreed on and also agreed to a two-year contract at the lower amount. But, each month, the bill would revert back to the higher amount. And, each month, I would call and talk to an account representative in their "retention" department. And, they would fix the bill but only for a month and then the scenario would repeat itself. Each call to Frontier was 30-45 minutes long. During the last call, I asked to speak with a supervisor and the account representative said she would transfer me. Ten minutes of dead air, no supervisor. The people I talk with are always kind and do their best to "retain" my business but no one ever says that they cannot honor the rate for the two-year commitment, it's a month to month deal, call back, rinse and repeat. Great example of what happens to consumers when their choices are limited.

My boyfriend called and the guy told him that service is not available in our area, only the cheapest one. Mind you I already had everything set up! These people are so unorganized and don't know their job!!! Worst company ever going with a different company with less hassle!!! I don't suggest Frontier to anyway. Stay far away!!!

Original Review: April 11, 2017

I don't want to repeat what many have already said, but I am so frustrated with Frontier that I need to vent a bit. I have 2 significant issues. Was told by the Smart Home contractor for my new condominium that I needed to schedule with Frontier to coordinate with them to install equipment before the drywall was put up. I coordinated a date for the two techs to do their installation. I was not informed that I would start being billed for service, even though the unit wasn't completed for 3 more months. Once I closed on my unit, I checked my mailbox at the building to find several bills and notices from Frontier, one of them being a disconnection notice. I hadn't even moved into the unit. I have contacted Frontier on several occasions to explain that I was not informed by the sales rep that my billing would start once they did their equipment installation, but they still refuse to do anything.

My other issue was that I was lied to by the salesman/technician when I set up the service initially. He quoted me $126/month for phone, internet, and cable service. When I received the aforementioned bills, the charges were $312/month. When I initially spoke with the rep, I told him we didn't want a lot of extras, just good internet and I didn't want to pay as much as I was currently paying with Comcast, about $200/month. There was no written contract signed, just an order over the phone. I didn't get an actual breakdown of the charges until I finally saw my bill. I don't know how a company can continue to be in business when they continue promoting these horrendous business practices. How does the government allow this fraudulent company to continue its monopoly on cable and internet service. I would be very happy to join a class action suit against Frontier.

After month or two suddenly our bill changed ($$ increased significantly). Again same thing. No prior notification. They just felt like it. Again hours on the phone every month to get refund since we signed contract with Verizon for a low price for few years. Frontier customer service would refund money monthly. Still each month we get some new charges and my husband has to call again and spend hours (Again Not Minutes) on the phone to get it resolved. Frontier mobile app on my iPad keeps crashing. (Never had this experience with Verizon.) None of the company around here offers internet speed which Frontier offers so we are kind of stuck until some other company comes to compete. I had to pick one star because I cant pick 0 or even Negative. HORRIBLE, HORRIBLE EXPERIENCE.

I called customer service on Monday April 3rd only to be told that my city requires a permit and they could not dig in my yard until the permit was approved. Please note that Customer Service is NOT LOCAL. As I was angry as to why the local Frontier service could not inform me of this sooner and wanted to speak with a local supervisor. To make a long story short, I contacted Customer Service 3 times when they finally told me on Friday April 7th that a permit was gained and that they would finally be dropping the cable on Monday the 10th.

Monday the 10th came and went and cable was never installed. I again contacted Customer Service and asked what is going on and this time they tell me that the local Frontier was awaiting a permit even though Customer Service told me the past Friday, that a permit was given and they were coming on Monday. I cancelled at that time as I had it. The initial order for service was on March 22nd for cable to be installed on April 1st. I gave them until April 10th and Nothing was ever done. A local supervisor never contacted me nor did they seem to care that I had no service since April 1st. I will never do business with them again.

UPDATED ON 04/27/2017: Wrote a review previously about extremely poor service from Frontier. Dropped connections all over the place! They owed me money and I had to wait 90! (Ninety!) Days for a refund! They say it's because they have to go through 3 billing cycles eventhough they knew there were no more charges after discontinuation. Bad enough!! But what they sent was a prepaid credit card for the amount they owed me! So now I will have to pay some of my refund out for ATM fees when I use it! BAD BAD company to deal with! Do NOT use Frontier!!

We signed up for the triple play package and set an appointment days for the install. With the new account I was going to have upgraded equipment, etc. The installation date came and went and no one showed up. I called Frontier and they apologized and rescheduled a second install date. The second install date came and went and once again no one showed up. I took off work each of these days to be available. Now I am starting to get pissed. What I didn't realize is that it was going to get worse. I called customer service and they apologized saying the original account needed to be deactivated (canceled) before I could schedule an appt for installation. They said when I received the bill for the new account to call them back and ask for a credit for the two days they no showed me.

Now back to opening the new account. They initially told me to call their customer service and cancel the original account after the installation of the second account. By doing this I could have uninterrupted service until installation day. Okay I did as asked and I had no TV or internet service for 6 days before the tech arrived. Needless to say I exceeded my cell phone data which cost me additional money. Now for the grand finale friends!!! DRUM ROLL PLEASE!!

The tech finally came out (nice guy by the way) and apologized for everything. He told me he was employee with Verizon and was allowed to stay on and work with Frontier. He said Frontier has completely screwed up this transition and there has been nothing but turmoil since. He was upset as well because a day doesn't go by when just people lay into him when he arrives for installs. He said he understands because he is in direct contact with these people who just need to vent. He is in and out in 30-minutes and the upgraded products/service I was now receiving was great.

In the back of my mind I knew I couldn't really enjoy it until I received my first bill. This is where every company tends to (cell phone, providers, etc) get it wrong, but with a little effort the problems is often easily resolved. Not for Frontier!! I received my bill and as I held the envelope in my hand I experienced anxiety like I never had before because this is where reality will soon set in. My statement was $413.00. I sighed for a moment and as I stood in my kitchen I felt that all too familiar feeling of anger coming back.

I called customer service and they said there was nothing they could do. She said this was a common theme with many of the calls she receives. I asked her why Frontier couldn't honor what I was quoted. She again said there was nothing she could do. I asked her to cancel my account altogether and I would seek services from another cable provider. Not once during my conversation did Frontier make any attempt to retain my business. I was simply floored with the situation and how no resolution was offered or even suggested. I called Spectrum Cable and got the pricing I wanted and the service they provided far exceeded what was received by Frontier.