Frontier Communications Reviews

For the first time in history, protocol, which was invented to service the customer, has barred customer service. I was actually refused technical support on the grounds that a "ticket" already existed on my account. That ticket was two weeks old, and the technician was a no-show for three appointments. Yes, three times we were stood up. By the time services are ever rendered, the problems of losing any combination of phone, internet or TV for up to an entire week, are resolved mysteriously and suddenly. At any time, however, they may go out. Sometimes this is provoked by a simple, one-second power outage. Other times, it is completely random. It is my conjecture that Frontier implements what one may term as "rolling [service] blackouts" in order to service a set percentage of customers at a given time. This would allow them to cut down on costs during times of great bandwidth demand.

Technical support is provided by a third party, ATS if I'm not mistaken, who drive vans bearing the Frontier insignia. The phone support is yielded by a skeleton staff, the overflow sent to foreign companies that would compare to day labor staffing. The domestic phone staff are instructed to lie to their customers. I know this because I catch them in a lie every time, and that many honest phone workers... well, wouldn't be so consistently dishonest. I have been promised pro-rated credits that have never come. I have been treated like a child, condescended to and have literally been asked, "Why are you calling this department?" The technical support, foreign or domestic, use 360 tactics to create the illusion that they intend to provide support, when all they are really doing is waiting-out the customer's patience so that he will hang up, and the problems will be solved remotely at a later time... mysteriously and suddenly.

It is paper-thin. Carnies have better game, and I see right through it. Frontier bid low on a good infrastructure and a great customer base, and they are cleaning up. Without civil litigation, there will never be restitution. This is the worst company in America of whom I have ever been a customer, and I cannot speak lowly enough of them. Boycott Frontier, or hire a lawyer. I am working on copying 200,000 petitions to be dropped from an airplane, and selling "Frontier Should Fold" T-shirts outside every major sporting and stage event in the Tampa Metro.

A week later, I logged in to pay my bill and saw it was even HIGHER! I called in and spent a hour on the phone with someone who said she had it all fixed and that the plan they have that matched the one we had with Verizon was the same price but with better internet. Okay great! I just logged in today and found my bill is $273! it keeps getting worse each time I talk to them. I'm not sure why. I'm chatting with someone now who has told me that the "best" she can do for me with what plan I have is $159. I said, "no you will honor the price given to me or shut down my service." She still hasn't. So, Bright House, here we come!

The first month I got a bill for $445.65. They charge me for things I didn't order and $124 dollars for the internet installation. When I called the representative said he could refund me 44.99 for the installation and that the amount reflected was two month and 6 days of service, they charge me a month in advance, so, I don't even know how much I'll end up paying for basic tv slow internet and phone. I guess I'll have to find a part time to pay for this service until I can cancel. Worst company. They don't tell you things upfront even if you ask. For company like this is why people end up in collection.

Now not only do I no longer receive the channels that I used to, I also don't have anywhere near the speed or connection that I used to. This is of real concern because I do school online and partner works from home and needs very good internet connection. Also, even though I tried to be nice about the CSR approach to the situation, it was delivered to be our fault! "Well you changed to preferred back in November (no we didn't we just went with the merger) and if you have three computer it can slow the internet" (there is only one computer online at this time and I am just trying to surf the internet). "Well, you will have to switch to a higher option for internet and TV if you want what you used to have." If there were negative stars, I would. PLEASE, DO NOT GO WITH FRONTIER!! Save yourself the headache.

After about 2 months the cable didn't work at all, literally 90% of the channels were blacked out, the other 10% had a picture that was distorted and constantly paused or went black. After watching TV on an antenna that I purchased for the last 2 months I finally switched to DIRECTV, and it works perfect. I regret that I waited so long and continued to pay Frontier for services that they were not providing. Listen close folks, Frontier is not a professional business so don't continue to try to work out issues with them, they don't care and they are happy to continue up to steal from their "customers". Show them your dissatisfaction by taking your business and $ elsewhere. That's the only thing they care about is your money.

I eventually called and asked them to completely cancel my service because I was done dealing with their incompetence - Again I get a bill a month later saying I had used internet service that month when I hadn't. I, in fact, called and switched to Bright House the same day I cancelled my services with Frontier. Frontier now owes me a credit of $45 which I have been trying (unsuccessfully) to receive from them for the past 3 months. DO NOT USE FRONTIER - WORST CUSTOMER SERVICE I HAVE EVER DEALT WITH.

At 9 am I called tech support, and they had told me that everything looks good, but the signal isn't working. The representative said that it was an issue that could be solved remotely and that it would be done by 5 pm today (still Saturday). At 4:45 pm, I called again and asked when my service would be fixed. The new representative then said a tech would be out on the 14TH (FOUR DAYS) between 8 am and 5 pm. This is the worst experience I've ever had when setting up a new service. As soon as the Charter grace period is over and the price goes back down, we are 100% for sure going back to Charter. We don't even have the service yet and we want to leave! DO NOT ever get Frontier if you can help it.

Today, after service was disconnected, I spoke to a supervisor who vehemently denied that anyone could or would have committed to a $200 credit. After 25 frustrating minutes, she blurted out "Oh my God!" Whether you are Christian or not, that type of behavior in a professional setting is uncalled for. When I asked her if she had just taken the Lord's name in vain, she said, "No!" I asked her if she thought that (venting her frustration) was appropriate behavior, to which she said "No, I am a Christian, I said oh my Goodness". I asked her if she really believed that, to which she said "Yes". So I said "so you are saying I am a liar?" To which she said, "No". So I am not a liar, but she didn't take the lord's name in vain. One or the other is the truth, they can't both be true. Having now discerned that she indeed is a liar, I asked for her supervisor.

Nearly 20 minutes later, "Josh" came on the phone and told me that he would review the tape and discipline the associate if he felt it necessary (RIGHT?!). When asked if he could look up the original associate who set up the second service to verify his commitment to the $200 credit, he said he could, but that he would not approve a $200 credit for anyone's account, and if he saw a credit come through for MY account he would reverse it! I tried one last tactic, reminding him of the cost of losing me as a customer (36 month commitment @ $123/ mo ($4428)). To which he replied he "would gladly give up 1000 customers before he would issue a $200 credit to me or anyone else, regardless of who made the original commitment". Point definitely noted. I guess I am again looking for a phone, cable and internet provider!

At 7:00 at night a guy very dirty dressed in black t-shirts and jeans showed up saying that he was the technician for Frontier and that he was there to install the service!!! I couldn't believe how careless and irresponsible they are, obviously I refused to let him him in. He left. Days went by company never called me. I didn't call because I was really busy and every time you call it takes about 30 minutes for someone to answer and then put you on hold for every question you have. They play silly, by the time you done with the call you have wasted near 2 hours. Long Story short few days after I was surprised with a $358 bill for service installations that they didn't perform. When I called they offered me $128.00 Credit for installation, prorating charges for service that I don't have when I insisted that I shouldn't get charges for service that they haven't provide. The guy said at the end ignore the bills!!!

You can't ignore it because next step for them is send it for collection. They make sure to create an account for you and start generating bills, But they Can't check if you ever received the service or not. Come on, how long are they going to continue in business??? You may not have a lot of choices in your area like me but believe me anything else is better. I have now a company that is not considered the best but so far so good and yes this new company did the calls updating me with the installation. I don't recommend Frontier to no one!!

After a week, on September 7, we called customer service to see if we could use our own modem rather than wait for the Frontier modem. Any call takes a minimum hold time of 30 minutes listening to a horrible on hold tune. Tech support said they could not help and transferred us to "customer service" which required another 30 minute hold. When the call was finally answered, there was a "computer glitch" and he couldn't access my info.

I had to go to work, so I called back at 5:30 pm. Obviously this is when the complete idiots staff their call lines. After three transfers and separate waits back and forth between technical support and customer service, and 2 hrs and 45 minutes on the phone Matt, noticed that a technician did in fact come to the house to install and posted a note on my account that the location was too far for DSL and they cannot service the account. I was and still am livid. I demanded to speak to a supervisor.

Is it policy to tell me they can service then change their minds? Is it policy to not alert their customers when they found out they made a mistake? Why didn't either person see the note on the first-hour long call? Why did it take 2:45 and 3 technicians to notice it. Yes, over 3 hours of call time to find out what they should have told me a full week before. Or better yet, they should have done some better diligence before promising to provide service in the first place.

After another thirty minute hold, I was connected to Lynette, a "supervisor". As I was narrating the wonderful journey with Frontier, the line mysteriously dropped. Did she call back? Nope. After reading all these comments, I doubt anyone will be shocked at such bad service. Trust me, it is a waste of time to attempt to hire these guys. I did attempt to call the sales rep, Rachel, who has yet to return my call. Again, not at all shocking. I better watch my credit card closely. Of course there was no call to me on August 30th or any day following that.

I informed her that her customer service people hang-up on customer and it took me ONE MONTH to get through to her. She said, "Oh no ma'am... we are not allowed to hang-up on our customers..." DERP... Well... SOMEONE IS! If you are considering FIOS - RUN, RUN VERY FAST! THIS COMPANY AND THEIR EMPLOYEES GIVE A NEW MEANING TO DUMB. As we speak they are watering their corporate lawn with Gatorade. TRUE IDIOTS.

Now, nearly a year later, of course paying my bills on time flawlessly... I have decided to test the DSL service. I made contact with a pleasant young lady. She told me on Thursday that my new modem would be left at my house on Friday. If not it would be shipped. At any rate I would be notified. Here we are a week later. I have left three messages and NO RETURN CALLS. When I did speak with customer service reps they were rude, inconsiderate and even told me that if I wasn't pleasant they wouldn't help me!!! LESSON TO CUSTOMER SERVICE!!! When a customer is upset because YOU ** up, accept it! I still have no modem, I have no responsible contacts, I have no DSL and when I demanded a supervisor I was told that a supervisor would not talk to me! If you can get anyone other than Frontier, I highly suggest you do!

I have to say everyone I talked to has been very nice, and I don't get angry at them because they aren't at fault. But the upper management should get their act together and iron out what the problems are. That's why management makes the big money. That's why I said I don't think they communicate within the company. Customer satisfaction should be the main goal of every company. I shouldn't have to spend six or seven hours on the phone resolving their mistakes. And I think the company would want to get the order right the first time rather than have their employees working on the account for 5 or six hours. It's a waste of their manpower. It also delays the calls of customers who have to wait on hold while someone is dealing with me for the 6th or 7th time. Spend the time to get the order right.

Looking over my Frontier bill I am being charged a Regional Sports Fee 4.99. I dont have any subscribed sports channels nor do I watch sporting events. Then I am charged .12 for FL Telecom Relay Service that I dont use. Charge the people that use it. Then there is a County Video Communication Tax 1.68 & FL Video Communication Tax 3.40. Are you kidding me? If you're paying the county doesn't that go towards the state. Since I am sure every county pays it for their county, why is the state taxing us on top of that? Sounds like double taxation. I think Frontier should be paying me for NOT cancelling their crappy services. Let's wake up people & start complaining about this company from reading these reviews. They obviously dont know what they are doing - not only in FL but all over the US. Frontier is a subsidiary company of Verizon.

Day 5 comes around nothing so out of courtesy I wait till the following day and still nothing. So I call 25 min wait. They give me the runaround on how oh it was sent and they should have told me 10 days so I wait again 5 more days and nothing. I call back 25 min wait time again!!! I get them on the line and they say "we don't know what the tracking number is." WHO DOES THAT - IT'S UPS, they give you a TRACKING NUMBER!!! I tell them I want it overnight, they agree. Well hope's not too high and good thing 2 days later it comes and wow, I hook it up and it does not work.

Another call another 25 min wait!!! They say "oh sorry it needs to be activated at the pole." Umm ok that should have been done. So I wait 2 more days and still nothing. Finally it is working and wow IT IS SLOWER THAN MY TIME WARNER cutting out dropping my internet. So I call to disconnect it, guess what - another 25 min wait. The lady wants to know if there is anything she can do to help??? "Um yea cancel this crappy service and not charge me", she agrees and says there will be no bill and will send me a return label. Well about a week later I get an letter marked Frontier - sweet I can return this junk. NOPE!!! It is a freaking bill for 179 for a service I never got to use. So as I write this I am on hold and have been for about 15 mins lovely. My advise STAY AWAY from this CRAPPY COMPANY!!!

We would like to make everybody aware that this company is not reliable, not good at all, not professionally responsible and in general stinks (to put it mildly). We just wish that everybody stays way from using this company. We usually are very leniently and understandable and take a issue that might arise and work with anyone involved to resolve it, but this particular company is not worth the time and the patience to resolve any issues. We feel very sorry for this company!!! They are extremely terrible!!!

I got an automated response saying that I would get a call back the next day, but never got a phone call or email. Set up an install date, took time off work, but when it was a no show, I called. Another 30 minutes waiting before I was told that "someone" changed my install date from that day, Friday, to the following Wednesday. I tried to find Sharon, but nobody knew how to get a hold of her.

The tech that finally showed up was very nice, but told me that I had been mislead since adding another line would not double my speed; only give me another phone line at the same speed so I would have 2 internet connections. I am beyond angry with Frontier right now. As soon as I finish typing this review, I am going to try to find another provider. I don't care if I have to pay more for the same crappy 2.5 MB speed. It will be worth it to leave Frontier and I will tell all my friends and neighbors to leave them too.

I finally got around to porting the number to a cell phone and had to go to the old address to ask if they had a bill for us (we're friends) to my surprise, NONE of the accounts were cancelled. I was still being billed for the internet, which I assumed was the charge for the phone line I kept, and since the autopay didn't carry over, I owe them over $1300, because it hadn't been paid since March. So because some yahoo didn't do their job months ago, I've paid $90 a month for a service that hadn't been in use, and been charged $250 a month for 3 phone lines that was supposed to be knocked down to one!!!

After a week the telephone suddenly lost dial tone and I cannot call nor I cannot received calls. I don't have any house phone (9/1/2016) for a week now. I keep on calling Frontier for almost 3 days. The operator will connect me to the service department but I kept on waiting for more than 25 minutes every time I called and no one is answering the call. Recording always says "I do appreciate your patience but the person is still attending other customers and will be with you shortly." We did the call more than 5 times and the same experience we got... Waiting for 25 minutes is too much to wait! Up to now (9/6/16) my phone is not working...

I've spent literally hours on the phone (mostly either waiting for someone, or sitting on hold after initially speaking with someone). So far the reps have been very polite, however their computer system must be the worst ever, or the support people don't really know how to apply the promo rate to fix the problem permanently.

Last month I signed up for auto-pay about a few days before my bill was due, and their online system said that I'd still have to make a manual payment because the automated payment wouldn't take place until the next billing cycle, so I made a manual payment. A few days passed and the due date came, and wouldn't you know it, the automatic payment also went through, so Frontier got paid twice. After 3 phone calls over almost two weeks to find out when I was going to get my refund I finally got the overpayment refunded, but now I saw that they've lost my promotional rate again.

So, I call again to try and get this fixed. Of course, I called on the holiday (9/5), so the rep was only able to apply a credit to my account and also apply a canned promo rate, but not at the promotion I was quoted. She said I'd have to call back the next day to get them to fix the rate. Today (9/6/2016) I'll be making yet another call to see if they can get my promo rate applied yet again, which after taxes I found will still $19/mo higher than what I was paying with VZ, even though I dropped my home phone service, which I was told would save me about $15/mo.

Assuming they ever get my billing straightened out I'm still going to be paying about $8/mo more for fewer services (Frontier: 75/75+Ultimate HD vs. VZ: 75/75+Ultimate HD+Digital Phone). I am so sorry I ever agreed to a new 2 year deal with this company, and as soon as it expires I done with them. It's a real shame too because I had FiOS from the moment they dropped the fiber in my neighborhood and enjoyed it for many, many years under VZ with no issues whatsoever.

I ask them about why I was told that it was being repaired last week and they couldn't tell me why I was told that information. Then connected me to customer service for a discount on my bill and I was told that I could get a discount for my troubles and they would call me back as soon as there was an upgrade available for me. It was cost me more of course but even if I wanted they couldn't offer it to me, because of no availability. Very confused my internet was working just fine until July... and I am not able to get a eta for the solution??? Very disappointed with their service now. I am officially looking for another provider.

Was looking at Dish/Frontier confirmation for 3 hours talking to these incompetent individuals who either could not comprehend my issue or harassed and abused me verbally over it. The last cs guy could never provide an answer and devolved into attacking me instead. Then got a supervisor who made apologies and many promises via several emails that never materialized. Installer shows acting arrogant and rude and immediately goes to my box where I have a vine on a 4' metal trellis that can be moved and he starts demanding I hack it down. It's not blocking the box but he is yanking on the trellis and proceeds to tell me... retired fire/ems that my small vine is a fire hazard.

It's been here 9 years no incident and pruned regularly and like I said it can be moved easily. I basically told him he was out of line, get his stuff and leave now. His jaw dropped, I waved bye and closed and locked the door. Canceled everything and reported the supervisor to the New York office after I was transferred there from a foreign country! NY was proud to tell me they were solely US operated. Haha huh? Yeah I was just on the phone with your foreign partner look at your caller ID... not my number. Their foreign partner and that was the second time last week I got them. Do not do business with this company unless you enjoy being miserable for 2 years a stretch. Total nightmare. No accountability.

After 3 weeks or so, I emailed customer service reporting the problem because every time I have called I have had wait times of an hour or more. I received an email back right away stating my email is important to them and they will have someone get back with me soon, probably within 24 hours. When they did not get back to me for over a week, I broke down and called. I was on hold over 30 minutes. The rep was very nice. She put me on hold for about 10 minutes while she was checking on it. She said yes, that in my area this is a reported problem and they are working on it. I asked for an ETA. She had none.

I complained that in a month's time it should already have been repaired. She said the first time someone reported the problem was the day before. So Frontier has only been aware and working on it for less than 24 hours. I said,"Really, the first person only reported yesterday?" She said, "Yes." I said, "Frontier does not have quality control looking for problems or at least employees who have the service at their homes and none of them noticed or reported?" She did not know. I am very upset that I am paying for substandard service. I do not understand, they purchased all of the Verizon equipment and these kind of problems did not happen when Verizon owned the company. I would not recommend Frontier to anyone.

I paid them hundreds of dollars! And always got more charges and from other account and always stated all charges were paid in full. At last I refused to pay the last 50.00 dollars, I stated I did not owe them anything, but they always bundled the charges. So I did not know what I was paying. Mind you I paid them hundreds of dollars. So I refused to pay anymore charges and they put it on my credit report to make me look like I didn't pay my bills. So I'm disputing the last charge.

After 5 months of service we ended up moving, when I called to cancel I was told that I had just made a payment and since they bill a month in advance I wouldn't owe another bill. The lady "Robin" said that I would receive a bill because they were already generated but to ignore it and by the next billing cycle it would be taken care of. Well that was wrong. The next billing cycle I got a collections notice in the mail!! I immediately called Frontier and asked them about it and again was told they bill a month in advance but for some reason I still owe even though I've made a payment and unless I pay the bill it will go to collections and put a bad mark on my credit. I explained I had just moved and didn't budget for this because I was told I wouldn't owe but they said whoever told me that was wrong and I had to pay.

I received a voicemail from one of their collections agents the next day (still have it) saying that If I paid $25 every 28 days it would avoid collections and I wouldn't have to pay all at once. I tried to make this payment online and they locked me out of my account because I have no service with them anymore so I called and the system wants to charge me to make a payment. I am not going to pay to make a payment over the phone so I was sent to a customer service rep who said that even if I pay the $25 they will still send me to collections. I have no way to avoid this. Every time I call Frontier I hear a different story. It feels like they don't care about their customers at all and are only trying to get extra money out of you.

After much hassle they told us they would be here by 5 o'clock on Sept 2nd and gave us dispatch number. After they didn't show up we call just to find out we aren't even in their system. I have seen some bad customer service but this is by far the WORST company to try to get internet from. If you are considering getting Frontier Communications I hope you take the time to read their reviews and take them seriously. I really wish we would have. Trust me reading a Reader's Digest is a better use of time and in 28.

They sent me another bill. I called and spoke to them 3 more times each time someone telling me that the service "would be cancelled now" (it should have already been). I got 2 more bills. Finally today a woman who was very kind told me that it takes 2 months for the bills to adjust and I would get a refund. WHY DIDN'T ANYONE JUST SAY THAT?! I am still blown away that no one followed up with me transferring my service in the first place- they not only lost my business but also my recommendation. I went with Northland Communications here in the Panhandle.

My only contacts with customer service were pleasant. I called a couple times to see if there was any way I could reduce my bill. The representative was always pleasant, checked for a possible reduction and informed me that it wasn't possible. My final contact with customer service was to terminate service and verify that I could keep my phone number and my Frontier email address. That went smoothly. My final contact with Frontier was at their local site when I returned the hardware that belonged to them. I received a receipt for the equipment. I have since received my final pro-rated bill and paid it. No problems.

As I said, the cost of the service was the only reason I decided to change providers. Another ISP offered a "Triple Play" package for $90/month for 2 years, so I contracted with them. The actual bill with taxes and fees is $118/month, but that is about $80 a month less than I was paying. In addition to the reduction in price, I am getting broadband speed of 75+ Mbps vs the 25 Mbps I was getting. I know most people only post reviews concerning some problem they have had with the provider. I feel that positive reviews should also be posted.

About the 15th of August we received a letter from Frontier stating that our credit was not good enough to get the phone number. I immediately called customer service and was told that our order was all followed up and the letter did not mean anything. The representative wrote up a new order and said they would be out on the 22nd of August not the 29th and that all was good. The 22nd came and no Frontier technician. I call Frontier again and could not get an acceptable answer from the person I spoke with so I asked for a supervisor. The supervisor said that the paperwork for the port over of the phone had not been completed and they could not come out to do the installation until the 29th, the original installation date.

On the 29th the tech came out and said our order was all messed up and he did not have a clue as to what equipment to install. He went back and forth with his customer service and others. He could not get the phone to work properly either. After spending about 6 hours at our house he finally just installed what equipment he thought we wanted. We got TV and Internet working but the phone line still would not work properly. He said he would do some remote work the next morning and let us know when everything was working.

The next morning he did call and said everything was good. A day or two later we noted that the phone was dead. We called in again. This time they said they rebooted the system and all was good. A day later we wanted to check our voice mail and found that we could not access the voice mail. My wife called again and told them we could not access our voice mail. They messed around for about an hour and finally said the voice mail would be working at midnight the 1st of September. While on the phone with the customer service my wife said we would like to upgrade to the next higher package.

Again, they said all was good and it would be in service the next morning, today the 2nd of September. WRONG--- The voice mail does not work and the new channels are not working either. I tried to get both these fixed by their chat line. NOPE---Called Tech Support and spent over an hour with them and they still can't fix the problem. Said it should be fixed in 24 hours. This whole experience has been a Keystone Cops deal since the get-go. I might add that I have written two LONG letters to the president of Frontier, the first over two weeks ago and have not received any kind of reply. I guess the next step will be to call the corporate headquarters and see if I can get some service that way.

UPDATED ON 10/04/2016: Our installation started on 29 August 2016. We did not get full service until around the middle of September due to lousy programming and phone port over. We were told our first bill would be on the 1st of October 2016. Well, I logged into my account management on the 3rd of October as the 1st was on a weekend. The amount due for the first months service was $821.65. Now mind you, we were told that our monthly bill would be $147.00 for the services we ordered. The people in their billing department are a bunch of idiots! With over 2000 reviews and 99% of them bad, I don't know why the Federal Communications Commission does not do something to make Frontier Communications take care of their problems.

I did write a multi-page complaint to the FCC about our experience with Frontier. I did receive a call from someone at Frontier Corporate who apologized for the issues we had and she told me to call her directly if I had any more issues. WELL, as I write this review, I have a call in to her regarding this outrageous first month's bill. When I speak to her I will tell her what a bunch of idiots she has working in her billing department. If you have an issue with Frontier write the FCC and complain. They will forward the complaint to Frontier and by law Frontier must reply directly to you and send the FCC a copy of their reply. If we come together we just might get something done about this useless company.

So I wasted a hour with an operator for nothing? One of these 2 have no clue what's going on. Or both? Anyways he leaves and my internet runs fine for about an hour. It is now 2 days later and it cuts off every 10 mins. I literally had to disconnect it and use my neighbor's wifi for now. The installer left me his number and hasn't picked up on 4 tries. Frontier themselves is a 40 min wait to speak to an operator who either you cannot understand or they have no clue of what is going on. Horrible company and horrible service. Please stay away!!!

My appt. day came, waited all day. No one showed. Called & there was no record of my appt. I was going to just cancel because I had already spent over 6 hours on the phone (most of which on hold) with them. The guy said he would give me a free month to stay with them. I rescheduled for Saturday. Sat around all day & again no one showed up. Called, after an hour on hold, gave up. Then get an automated call on Sunday saying that they were confirming my appt. for Monday May 2nd? Never made appt. for that day, but hoping my Internet would be fixed & I'd get my upgrade.

On May 2nd, the guy walked in, said "your Internet is working now. Verizon was too cheap to upgrade their equipment at the office & Frontier just did. I just left the office 20 mins ago, that's why it wasn't working & is now. It should be much faster now (I told him I was supposed to get an upgrade)" & he left. Was at my house for 3 minutes max. My Internet wasn't faster, never got a new modem.

Then, July 1st I received a letter stating that they received my order for a residential phone line (which was an extra $36 per month). My next bill was $314, because they were back charging me for the phone line from May 2nd. I wasn't even notified of it until July 1st! Nor did I want it or agree to it. I called again & they said it was required in my area. My parents live 10 blocks from me & had the same Internet as us & their bill never changed with Frontier. After numerous calls, hours on hold & bunch of different answers & promises of being called back, I found out that because I made a "change" to my account, (which I never even got an upgrade, faster internet, or new modem) that's why I was required to have a residential line.

I was talking to someone who said that they were working on fixing it because I should be "grandfathered" in since I was with Verizon for so long, but they would have to credit the phone line on my bill every month! I've been on the phone, mostly holding for over 14 hours now (I added up the calls on my cell phone) & have been dealing with this for 4 months. I tried calling the lady I was dealing with 3 times because I knew my Aug bill was close to being due. What should I pay? I'm not paying $300, when I should only owe $45.56 & she had left me a message the end of July saying that it would all be fixed & she would let me know as soon as she got it all approved. Never called me back.

My Internet got shut off on a Friday. I was over it. Called to cancel & get my final bill & the lady couldn't tell me what it was, told me she would call me back on Monday. Never called. Called back Tuesday & after being on the phone for an hour & 40 mins. & talking to 3 different people, I was told just to wait to get my last bill. I just want to be done with them & pay what I owe (which should be $98) & my last bill I received was $165. I'm not paying for something I didn't know about nor wanted. I've never had to deal with such poor customer service or been on the phone, on hold for so long with any company. This company is a joke. Don't use Frontier!!!

So a movie I purchased may be removed without my permission, that is theft (A criminal act in which property belonging to another is taken without that person's consent) by any definition of the word and should be prosecuted. He explained that Frontier had made great improvements over Verizon and when I asked what those were, the only thing he could tell me was we now have customer service in the US and not the Philippines as Verizon had. I informed him that I never had to use customer service with Verizon since everything worked like a charm. The one time I did in the 5 years I was with Verizon was to replace the router, which was done within a day.

People should be called to account for the gross incompetence and horrible service that Frontier provides. Heads at this company should roll until the consumers of Florida get back the quality service and quality website that Verizon had. I could make changes to programming through the set top DVR or online. I can do neither with Frontier and the rep told me that was not likely to ever change. Their website could have been designed by a fifth grader with the almost zero functionality it has. On the upside, I have been getting some credit for the loss of purchases, functionality, and benefits I had with Verizon. However, it takes 30 minutes to an hour each month and you have to argue repeatedly with certain customer service reps.

This company will likely go bankrupt in the states they took over since the exodus that is coming will cost them millions of customers. I only have to suffer until November but then I am gone. Sarasota county should provide its citizens with alternatives to this company and should force them to provide the same level of service and competency we had with Verizon. I will be contacting them and asking them to get Brighthouse or anyone else that can take over Verizon's Fios service.

Then today I got online and they billed me for all three months in one month! When I called they just kept reading my bill to me over and over again! Then they sent me to collections so I could work out a time frame for my bill to be paid. Collections said they couldn't do anything for me until my bill was overdue! How about a little more disclosure with customers! Letting know that they would be catching up with all the VOD charges in one month! I can't wait until I find another service. Until then I will write to everyone I know about the bad practices of this company that I do no want to give a dime to any longer.

I received a call from the tech stating that he was on his was out shortly after 2 PM while I was at work. I came home to what appeared to be another call, no show, so I called Tech Support and learned that he did show up and found nothing wrong so they were going to send me a new router. I told them not to bother because I would simply call and cancel in the morning. When I canceled I was told it would take 7-10 business days for a box to show up to ship my router back. It's now Business Day 15 and still no boxes. I didn't realize they had to walk them here from California.

To shorten this story... I did. Agent took 1/2 an hour on the phone to learn how to request a deposit return while I was waiting. 10 days went by no deposit returned to card. I called back. One agent said I would have to wait a month for a check in the mail. Unacceptable I thought. Ask for supervisor I was transferred to another agent. Not a supervisor. He said it would take 24 to 48 hours and he would need my help. I gave him the last four digits of the card as he requested and we were mysteriously disconnected. I waited for him to call me back. No call was made. I'll wait and see for another two days. DO NOT SUBSCRIBE TO FRONTIER COMMUNICATIONS UNLESS YOU HAVE ABSOLUTELY NO CHOICE!!!

I have provided them with all the evidence that I am up to date, but they still insist that I am wrong and need to pay for some unknown billing period. After several months, three billing support calls and several emails, I have gotten nowhere with these guys. We desperately need a class action suit to be initiated against this company and probably the whole industry. The entire industry lies, manipulates and overcharges, and a lot of people just pay the bill and don't question it.

I asked for a breakdown of charges and they gave me a bunch of BS. Being upset, I decided to switch over to Comcast and called Frontier and the customer service rep was rude and unwilling to cancel. I called Comcast regardless and had the Frontier system removed. 2 years later, I realized that Frontier placed an negative mark on my credit report without any correspondence. I believe they have violated the Fair Reporting Credit Act and I tried communicating with Frontier, but they don't even have a mailing address or a person to email.

They only have customer service reps who can't speak correct English saying they are the only person that I can settle this issue and I have no other choice but to pay. I feel violated and I will never trust Frontier Communications again. The District Attorney should keep an eye on Frontier Communications for violating Fair Credit Reporting Act.

I have never experienced so much frustration in dealing with a customer service department... They hand you off from one person to another with no history of the account passed on so you have to start over ever time and then never get anything actually done. It's amazing you can actually run a customer based company in this manner but they have somewhat of a monopoly in my area. It wasn't perfect with Verizon but since Frontier took over it's a joke!!

During reprogramming my internet was cut off in the middle of a busy day and my customer can't pay their bill by credit card through internet connection debit terminal. I lost many business for almost whole day. By the time I call the direct line the service lady give to me to discuss this situation and the lady never pick up phone. The other service rep pick up the call and told me the first service to repair will be 3 days later. Thank God, it didn't take 3 days and by the end of night, I got service back. That is first nightmare. The other nightmare is I never got right statement yet. Please don't use this company for any services!!!

This the 4th time that Frontier sales people have quoted one price, confirmed it and then billed me higher the subsequent month. I now will have to once again convince them to lower the bill to the agreed upon price. Next time I talk with Frontier I think I might record the call. These service agents either have no scruples, or are completely disconnected from the billing department that always bumps up the bill. :(

Updated on 06/23/2017: Oh Frontier, every time I think you can't go any lower you do. Continuing my story from my last review. Found out my bill 10/24/16 was ~$20 higher than expected. Talk with supervisor, he agrees to reduce and give me credit. 3 months later check bill and it wasn't changed. Talk with person they agree to reduce bill, but only by $10 (so still $10 higher than expected). I give-up, whatever. Then informed I was put on a termination contract in June '16. I told them this can't be given they never upheld their part of the contract She agreed this could be waived.

Feb '17 lose service for several weeks. Frontier says they'll pay back, but they don't. Have to call to convince the rep to actually give me the money they said they'd pay me. Grudgingly agrees. 6/22/17 see some new deals at Frontier. Figure I should talk with them again. Rep says can't reduce price. I ask if one particular service can be removed to save $5. She says yes. Then notes that if ever I want to terminate there will be a $110 fee. I say "what" I never agreed to a contract or termination fee. She sends me to escalation department. They confirm there's a fee, only can dispute when I cancel service and they can bring up call logs. Further, said that service removal I discussed with prior rep (10 minutes ago!), will increase my bill by $10!! I say "What, that makes no sense..." then they say the service removal requires a reset of my plan. I tell them to immediately cancel this order change.

Summary - when discussing things with Frontier highly suggest the following: 1) Frontier won't give you any agreements in writing. Ask if you can record the call to ensure their verbal discussion is logged, and can be proven later. 2) When negotiating a new bill price ask for the final price before/after taxes. Confirm there is no termination fee. Ensure this is logged. 3) Write down the confirmation number. Although I found Frontier will ignore what was in the confirmation number. 4) Lastly, treat them like a used car salesman. They "will" try to increase the bill without your knowledge wherever they can. I suspect customer service gets a $$ for each time they increase the bill on a customer. They aren't out to save you money... very very sketchy service.

Around 12:30pm, on the 27th, I called and asked if I could get an update and the lady said the tech is not running behind, but should be at my house before 5pm. At 5:15pm, I called because no one showed up or called. The lady I was talking to, said my account was completed. I informed her that no one came out or called. She stated she would check on it and put me on hold for 15 minutes. After that, I got put back into the hold queue. Then I had to explain everything again to the next person.

When they pulled up my account, they gave me some story that since I was told I was not being charged that somehow it was closed. When I inquired about my call at 12:30pm and the lady told me someone was coming out, and what happened, she informed me that they did not look at my account. Not sure how that is possible. Then today, 08/28/16, I called to inquire about my missing channels, the person told me they could not change my account. I can see why the company only has 1 out of 5 stars in customer service and satisfaction.

WTH is this... I have paid them over $1,600 in the past 3 months. Last month was worst $681. This month they billed me $500. Yes they credited me for 110 charges (as a courtesy, not double billing)... but yet again they repeat the same charges to back out the credit. I am really frustrated. Don't know what to do. Love the product but absolutely atrocious service.

I thought everything would be ok. I purchased the Freedom Essentials Plan, which included Internet and unlimited landline service local and long distance. I called their office twice and confirmed the details and it was $59.99 monthly. The first bill was a $149 over what it should have been and they dismissed those charges after over an hour on phone, (and they are rude on the phone). I got my monthly bill which should have been $59.99, but it was over $440.00 when long distance was added? I spent over two hours on phone with them. Took them forever to find my plan with unlimited calling. Finally they agreed I had it, but said it would have to go under their investigation and they would get back to me. Well I haven't heard back yet. Very unprofessional and not organized. Don't go with them!

Next day, I try the chat line. I wait about 15 mins. then get connected to Tech Support. I explain everything again, list about 10 stations I am paying for but not receiving. Eventually, she asks me to unplug my router, wait 3 minutes, and all should be well. Before doing so, I ask: how do I reach you if that does not work? Reply: easy - just ask for me by name when you come back online to the site. Of course, nothing changes, so I go back to the site - I am number 47 in line for a chat. After 45 minutes, when I am down to number 3, the ** cut me off with a message that I have timed out. Rest assured, they will not be my provider when my original Verizon contract is up. WORST EVER!!!

Frontier is an octopus of disconnected service reps whose supervisors give different decisions from one to another. I have spent HOURS in my efforts to sort things out. When I explain their mess the person always apologizes... but I realize that is ALL they do and probably can ever do. Frontier badly needs humans, professionalism, organization, leadership. It apparently does not value its business enough to value customers. Pray for another alternative communications company to elbow this mess aside.

We had no choice in using Frontier due to the sale from Verizon and we have given them a try, however since June 2016 - the change - we have had the worst service all around; slow internet, channels being blocked even though we pay for them, rented movies being static and unwatchable, multiple calls from vendors and 800 number even though we pay to block them, and tech support unable to resolve the issues within an hour or two time period. I am a busy business owner, homeowner, and parent of three children that doesn't have time to call Frontier for one hour or so every time my kids rent a movie - it used to be movie Friday's but thanks to Frontier that ship has sailed.

In this day and age and in western society we don't have time to deal with lack of knowledge from tech support and slow communications providers. We need our communications portals to be quick and functional at all times and if they are not we need someone to know and be able to fix it quick. If Frontier doesn't get its act together they will lose out on customers =$. They are losing my business.

We will not recommend them to anyone - We will recommend that no one use them. We tried for three months, and gave the benefit of the doubt. We had multiple other issues at the start such as overbilling, no function of cable for multiple hours, and slow internet. Yes we have a bundle; Internet, cable and phone with Frontier (again not by choice). However, the lack of knowledge by the technical support agents we've talked to, the long wait times and non-functioning communications has been very frustrating so we are done with them. CPUC please find better options for us consumers that rely on good communication portals for our businesses, social media, and most importantly our family.

Anyhow, KUDOS to GRANT who made me laugh, took the time to review my bill, gave me information on every question that I asked and all with a smile! I REALLY APPRECIATED HIS EFFORTS! When he transferred me to the tech resource to confirm my services would be restored, she could not assure me that if she transferred me back that I would get him to do the survey on. So I looked up this site to place my review and I hope his DIRECTOR see my review! He "Grant" is a keeper! Grant if you see this "GO DUKE" AKA Grant Hill, you will remember the customer on the phone. WHAT GOD HAS FOR YOU IS FOR YOU! A big 'thank you' for your assistance and Frontier owe you a BONUS as I WAS TRULY GOING TO CANCEL!

In the month of June I wanted to add Wi-Fi at home so I called to get it installed. The spoke to was very nice and sounded like she knew what she was doing. Boy was I wrong. It took 2 hours for her to add all my information into her computer. She talked about her family and her new grandchild and her daughter in law. After we hung up I thought okay it's done, I am going to wait for my router. June turned into July and still no router.

I called several other times to find out what was the hold up and they the answers I got were "it's on its way", "you have to go through a third party" "Your address is incorrect" all these call took 45min each (my phone has a timer). I have to say that with Verizon I set up an automatic payment system so when I was checking my account I saw that Frontier was charging me $240.00 for the installation and Wi-Fi service. I was furious!!! I called and they said "oh, you should have received your router already". Well I asked them to cancel my Wi-Fi service, do not send me a router and I want a refund. Of course the customer service agent did not know how to help me so she sent me to someone else, 45min later they "said" they would refund me my money.

I checked my account and no refund so I thought I would look online but of course their website was down for three days (nothing they do is of quality). I finally was online and I could not view my bill because I did not connect it to the portal. So I tried to connect it and I was locked out. I was trying to do anything I could without calling them, unfortunately, after I was locked out I had no other choice. I called and asked the rep if she could clear my portal and she said "of course I can". Ya right! She said "oh I'm sorry my system doesn't let me reboot." So then I asked her if I was still getting billed for internet service and she said yes! I was not surprise and to add more fuel to the fire, they had all my old information and a very old email address that I could not retrieve any passwords from them because my new email was used by a different user (which did not make sense). So she sent me to the IT department and then the IT sent me to customer service.

I was now an hour into my call. I was so frustrated and mad that when the agent answered the call I said "I want to close my account" she asked me why and I told her because I do not want service from Frontier any longer. I am finally out! The only thing is my elderly mother lives with me and she needs a landline for her emergency phone and after some research I found out that I cannot get other service provider. There is a huge monopoly going with these phone companies. If anyone has any other phone companies that can help me please let me know. My mother needs her phone. Frontier in my opinion and from my experience is the worst company that I have ever known. If anyone is going to start a class action suit ... I am so in!!!

A few later in a July I get another bill for $136! I call them again. They told me to ignore the bill. They will credit me. Supposedly I received the bill because they bill a month ahead, again they said it would get credited. Now in August I get a Collection letter saying if I don't pay the $136 my account will be in collection. Called, spoke to a manager Lamar from Pittsburgh. He told me that I've only been credited partial and that he will try to expedite the rest of my charges but there was no promises and there's nothing he can do for me if I ended up in collections. Sounds like I need to get lawyers involved!!!

My adventure started with a follow-up call on 9 June 2016 from a Frontier representative who said that Frontier is offering a special promotion for Fios TV that included Extreme HD, three movie channels and a Sports Package, all free for 90 days, Quantum DVR, free activation and installation, increased computer speed, and it would be for two years, cancelable at any time without penalty for $101.60 per month. I said "yes" to the offer and it was installed on 22 June.

On 23 June, I received an email from Frontier announcing "Your automatic payment in the amount of $418.28 has been successfully scheduled for 08/10/2016." As I stated above, I have talked with four Frontier representatives, who came up with reasonable solutions that never came to fruition. Although the bill has changed mysteriously from $428.18 to $373.31 on 22 August, back to $428.18 on 23 August, and to $317.68 on 24 August. I need to be able to talk with someone at Frontier, so that when a reasonable solution is reached, this person has the authority to ensure it is applied.

Updated 8/31/2016 - This is a follow-up to my earlier post on 24 August. Since that time, I spoke with an additional three Frontier representatives, and a supervisor regarding my on-going dispute over my excessive bill. As before, all the representatives, except the supervisor, were sympathetic and proposed some "credits" to align my bill with the original package I had agreed to on 9 June. The supervisor was just the opposite. When I asked her as to why the original promotional offer I accepted on 9 June was not accepted or recognized, she responded, "Because it was not processed properly." So far, I am unable to determine what, if any "credits" were accepted, if any, as my bill on frontier.com remains unchanged at $317.68.

The situation remains hopeless, as a customer, I am powerless, and continue to be frustrated. At this point, I will wait a little longer to see how this plays out. In the meantime, I will be checking out other providers, which a slant toward DISH, which has been fair in the past. As a friend said when I shared my Frontier experiences with him: "I do not see how they manage to stay in business!"

The tech support person then ostensibly checked our phone line, and said there was nothing wrong. He then instructed me to do all the things I had already done--check connections, power off and reboot the modem, and renew the IP address. I explained that I was not calling from home, but that I had already done all those things, and they didn't work. He told me that we might need to purchase a new router from Frontier (but did not explain why), and said he could schedule an appointment for a service call, but informed me that I should not "give attitude" to the service person "like you are giving me." Like many people, I use the internet a lot for work-related tasks, so being without it for several days is quite an inconvenience. When speaking with the person at Frontier, I was firm but polite--I was not "giving him attitude," although I felt like it.

At any rate, we are done with Frontier, but it's amazing to me that with all the complaints about Frontier's customer service in recent months, nothing has changed. Is anyone in charge of this company? Have they ever heard of customer service? Do the rude employees realize that their job is to make the customers happy? Do they know that when enough people switch to another company (as we have decided to do), they may be looking for a new job?

Finally I was getting to the point that I just copied and pasted. Then that CHAT disappeared also. I was doing this chat thing to kill time while on the monstrously long wait time. It was unbelievable. But did ANYONE think to call the customer back that has been on HOLD for almost two hours? Of course not, not ever. So, then I hung up everything and waited again all over again for TECHNICAL ASSISTANCE. After 1/2 hr a guy gets on the phone and he is setting up a time for today and THAT CALL IS DISCONNECTED. SERIOUS? What planet are we all on folks? But, do you think he called to definitely set up that time? NOPE.

So last night I got on the phone and got a fellow (who sounded like he was from some far away land with the thickest accent ever. I never could translate his name) at 10:30 pm and told him everything, and he sets up the time for 8-10 am today. I got ready at 7 for the "grand arrival", but feeling very very suspicious and non trusting, so I called. It turns out the rep late last night was NOT ABLE to put it into the system, even though he told me he had. He NEVER BOTHERED to call me to let me know... Surprise, surprise. Now, I am just finishing about 1 hr of hold time. They cannot get anyone out here in the morning, so I guess I get to give up another day out of my life. This company has NO REGARD for people's time and energy. No definite time they will be coming... Sometime in the late afternoon. UNBELIEVABLE FOLKS. Something has to be done... Outrageously bad company.

I just got off the phone with a Customer Service rep and I let her know my feelings. All she could do was apologize... but she finally said she had other calls to get to. REALLY? How about resolving a few issues. Well, I am already done with a 2nd FCC COMPLAINT today, and writing this up. Always have the option to drop this poorly run company, and that may be coming. The WORST CUSTOMER SERVICE EVER. Oh, and just to add insult to injury the place I get xrays, ultrasounds done at in town last week was literally SHUT DOWN because they are now 100% hooked up with FRONTIER... They could do nothing... Could not answer the phones, could not do xrays or ultrasounds (some were STAT)... all day.

Because of that REPORTS could not get processed, and I have had to wait one week to get my report from an Xray and an Ultrasound. All because FRONTIER was not getting there in a timely manner, they lost literally one day of production, and not only that, but it affected patients and doctors and hospitals too. How can we let this keep happening? Something has to change... and soon. Well, I will make myself a pitcher of iced tea, since my day is shot and I get to sit around all day waiting on them. Shame shame shame on you, FRONTIER COMMUNICATIONS. (Um... You might want to drop the word Communications from your title because it does not apply, from my experience!)

I am still trying to get them to get their Video on Demand and Programming straightened out. The latest thing is they came out again yesterday to see what was wrong and after 4 hours had to replace the router and router still does not work today. The technician still does not know why the tv programs are not showing up in consecutive order on the Video on Demand or why you are unable to program the news on the weekend (you can only schedule it for Monday thru Friday). This is without a doubt the sorriest cable I have ever had. I have had Time Warner and Uverse but Frontier is truly lousy.

My internet works only half the time. When it does work it's slow... Never had this problem before when I call to say my internet is slow. Can they send someone out. I was told it's slow because of the package I'm paying for? I guess when I canceled my internet security package it took away my internet. I'm not sure but it's the 22nd of August and I have yet to receive a bill from them. I took the day off from work to fix this situation and have been on hold for an hour. I'm calling Comcast and canceling my service with Frontier today.

We had been talking to customer service and going into the store all through August and we were quoted something completely different. Why would we be told something less if you supposedly went to a new, more expensive plan the 1st of August!!? They said that the new receivers are better blah blah blah... What everyone needs to know is that they are not only charging $15 for DVR, but they are now charging $25 just to have the new receiver. What a RIP OFF!!! Thank goodness we are not under contract because they just lost a customer (not that they care)!

A few weeks later, I received a phone call from Frontier telling me someone had ask to change my account login or password info. Since I had made no such request, I called to find out what was going on. After 15 minutes waiting in to even speak to someone, and another trying to get them to understand why I was calling, I was put on hold to talk to someone in the business accounts department. After 15 minutes with no response, I call back, irate (but by no means abusive) only to be told "You don't have to be rude about it" when expressing (politely, but frankly), my frustration with their ineptitude. I demanded to speak with the operator's superior, got the problem straightened out (no, no one had actually attempted to change my information, can't say why you got that call), but at no point did I receive any kind of apology for being treated so poorly by the first operator, even when I asked directly for such an apology.

This latest incident was the last straw. The internet was down (again), and after again waiting 15 minutes to get through and 15 minutes making the customer service tech understand the problem, she explained to me that it would take 30 to 60 minutes or more for their staff to run checks on the system from their end. When I requested they call me back after that was done, I was told that was not possible, that their system "required" that I stay on the line while they did their troubleshooting. I was incredulous, but powerless to do anything other than submit if I wanted my internet service back. After another 45 minutes, they were unable to determine the problem and told me there would be a technician at my home in about 15 minutes. Five hours later, he shows up. Very quickly he determines that my GFCI electrical outlet had gone bad. I plugged the main unit into another outlet and everything worked.

We both agreed that tech support should have started their trouble-shooting by having me make sure the lights on the main unit (power supply, essentially) were lit. About a week later, I receive a letter from Frontier stating they were going to bill me $85 for "Resi 1 hour". I waited 20 minutes in the "chat" line and spent the following 45 minutes describing to the customer service agent the nature of the letter. When he finally told me that the charge was for the technician that was dispatched to my home, I explained to him that the phone support agent had never asked me to check the power supply, and that had she done so there would have been no need for the technician's visit. I also explained to him that at no point was I told there would be a charge for the visit. This made no difference. He told me it was a "valid charge", and ONLY when I said I would dispute the charge did he say that he would refer the matter to another department as a dispute.

At no point did he offer this as an option: I had to be the one to mention it. Either he was not trained to offer to put the matter in dispute, or was instructed not to explain that that was an option. I suspect the latter. I can't remember ever having felt so completely abused by a company that was supposed to be providing a service to me. I'm at the point where I don't care that moving over to another company might mean I won't have as fast an internet connection as before. I'm sick of the sorry excuse for customer service that Frontier is forcing upon its unwilling customers. I will take a step down (saving some money in the process), and wait until Google fiber makes its way into my market, or Frontier sells out to someone who can properly manage the business.

After reading the reviews I was very disheartened, so I needed to share my good experience with them. Sometimes it is just a matter of navigating the puzzling corporate structure, where one hand does not know what the other hand is doing. As a side note, my internet performance has actually improved since Frontier acquired Verizon. I had techs out every 2-3 months for 2 years. Frontier tech said it may be software problem. I have since gotten a new computer and PRESTO, no more internet performance problems.

Last week, I received another bill for 622. Once again, I called and I was told that I have to pay. Now, I asked why my account with 0 balance was assigned to someone else and the answer was this how Frontier does business. If your account has a 0 balance, and you are no longer a customer, your account is immediately assigned to another customer and you are assigned a new account with a new balance. My first account number with 0 balance was: **. This was assigned to another customer since it had 0 balance. I was assigned a new account number: ** that now has a balance of more than $600. Well even corrupt 3rd world countries do not behave this way. To date, no one seems to solve this case. I have all the paperwork and please if you can help, let me know. Thanks.

I will spend every chance I get to tell people what liars they are and how their business practices are not customer friendly. Of course we know if they paid everyone the money owed them by now they will have to go out of business. Hopefully, that will happen sooner than later. I don't need the money! But, I am livid to think there are others out there who are less fortunate than myself that are dealing with this company. There needs to be an investigation into their business and billing practices. After the hubby retires we will get a box antenna and use Netflix and Hulu. We are done with cable. No more monthly bill for TV! Internet Provider will be $40 and cell phones will be all we need as far as phones are concerned.

More recently, our telephone service with Frontier had started getting flaky too. I'd begun hearing crackling and hissing noises on our landline, loud enough to interfere with conversations. Those I spoke with never heard it, but at my end it was bad enough that sometimes, their voices were nearly drowned out. On two separate occasions, Frontier abruptly increased my bill from $104 to $169, with no explanation provided on the invoice. Needless to say, I called both times, although with very different outcomes. The first time was roughly two years ago and on that occasion, it was determined by the customer service rep to be some sort of error. I was able to get it straightened out and had our bill reduced to the original amount (which had been bad enough WITHOUT the increase!)

The last time they pulled this $65 increase on me was two or three months ago. When I called the billing department, I was told this was because our contract had expired; that if I wanted to pay the regular rate again, I would have to renew. So I said okay. It was just spur-of-the-moment. Eager to have my bill reduced to the initial amount, I complied to that extent. But I signed nothing. Then the next day, I changed my mind. It occurred to me: why not switch to Charter? I’d never been happy with Frontier's service.

This seemed as good a time as any to make the change, so I called both Frontier and Charter to get the process going. It took weeks and many phone calls. The part that seemed to drag on forever was waiting for Frontier to transfer our phone # over to Charter. That $169 bill never did get reduced. I assumed it was due to my having switched. Seemed so arbitrary, I was tempted to thumb my nose at them and not pay it. But in the end, I decided it was worth it just to be rid of them. So I grudgingly paid it. Meanwhile I'm paying Charter just over half what I used to pay Frontier for an internet that almost never flakes, and a phone that no longer hisses and crackles. Had that been the end of the story, you might not be reading this. I most likely would have brushed my hands off and put the matter to rest. But imagine how surprised I was to get another bill from Frontier, a month after switching to Charter!

When I called Frontier about this, I spoke with a customer service guy named Zack ** who checked the status of my account. Zack determined that I was all paid up and that the new bill was a mistake. He told me to hang onto his number and to notify him if I got any more bills from Frontier. This put my mind to rest, and I soon forgot about it until this past Monday when yet ANOTHER bill from Frontier showed up in my mailbox! Now they are demanding $1,910.98 from me. That's right! One thousand, nine hundred ten dollars and ninety eight cents. When I called customer service, I was told these charges are for a renewed contract they still hold me accountable for. So basically I am being charged nearly two thousand dollars for a service I not only do not want, but have already terminated.

Meanwhile Zack ** isn't answering my calls. All I get is voice mail. He’s never in his office, it seems. Or maybe he’s avoiding me. Reading all these other complaints, I have to wonder why companies like this are even allowed to exist. My own experience with Frontier, along with the others, has me convinced this outfit is a total fraud. They don't deliver what they advertise and charge top dollar for shoddy or non-existent service, while sticking customers with bills not even owed. Frontier shall not see one thin dime of that $1,910.98 arbitrarily demanded of me! All for a fictitious contract I've never seen, let alone signed.

And then I did receive two emails want us to activate our account. We did and even set up our username and passwords...etc. August 16 my in law wait for Frontier come to install service all day. They did not show up so they ask me to call for time. August 16 12:20 PM I called. Another representative name George answer my phone. I told him our order number, address, account name, telephone number, SSN...he can't find any information for our order. In the meantime, I use internet chat service to ask if someone can find my order. Her name GIGI. Gave me a link to check my order status. I just found out it's been cancel on August 10!!! Same day when I replace my new order!!!! How ridiculous!!! And the line representative George still cannot find any my information through their system!!! I told him I just found out my order has been cancel without any reason and notice!!

He said "oh that's why I can't find your info because order already been cancel!!!" I said "then what should I do?" He said: "the only way is you can replace new order now!" I said "you mean I need to wait for another week for service??" It's really waste my time and they can't find any order information for old order!!! I really mad and asked him that "I want to talk to your superior", he said "well, if you want to talk to manager you need to wait for 24-48 hours for their call back!!!" Compared to another one week wait period so I said OK. But in act, NO ONE CALL ME BACK!!! And since not internet service really inconvenience so I called today again!! A representative Brittney pick up my phone. Well when I gave her my order number she can found it.

I explained my whole story again to her. She said "hmm...internet and phone bundle cannot be $39.99 this price!!!" And I told her we really need internet service ASAP. She said "OK then you need to "replace" another order again to under your name!!!" What the **. I said "it's not my house and my in law English not good." So I was allow to replace their order with previous representative!! She keep saying "no, I can't do that!!! You need to have your in law with you and call back!!!"

Conclusion: Frontier accept our new order on August 10, 2016 and then cancelled it on the same day without any notice or information!! After they cancelled our order still sent us activate email to confirm our new service. We even set up our username and password. Their customer service is really honorable, cost so much time to process and service, attitude bad and no one call back or follow up. Their price does not match their quote, and tell me my order is not this price as they promise. Their order system no any records before after they collect all my information. After cancel we need to provide all information again and again!!! They only have slow speed (DSL 1M) on our area. They are the only provider can service internet for our area, if not, we won't choose their service at all!!!

I was told, repeatedly, that since I live in rural southern Ohio my speed would be very slow. Time after time technicians worked to tweak the service; however, it remained slow. However, now, it is just not slow - it disappears. I have tolerated the slow speeds. I can't handle the lack of internet daily. Every day, on the average, my internet disappears 15-20 times. I pay for this "nothing." That has risen to a new level of fraud.

I pay for service, even though it is slow, and I do not receive the service - and Frontier knows it! I am tired of the chase, the lies, and the poor customer service. I would encourage everyone to file complaints with the Better Business Bureau and the Public Utilities Commission. Since I do not have a choice of providers in my area, I am bound to this horrible company. While I could get internet from a satellite provider, the cost is much more pronounced. In fact, one of the ladies I talked with in the president's office apologized for the problems and stated, "You could use satellite service: however, it is more expensive. I am not able to solve your problem."

I have retired; however, I now offer a small consulting service. I work internationally and use the internet almost constantly. Frontier should be embarrassed by the thousands of complaints they have on file with the BBB and in other posts. This company must be held responsible for their lack of commitment to the public interest.

I even spoke with a supervisor who readily admitted this several times that this is how they operate. She would not issue the $50 credit either. I told her to go back and listen to the recorded call I had when I was first told I would be receiving to prove that is exactly what I was told. She said she sorry I was misinformed but still would not credit my account. What kind of company has its employees tell customers they are issuing a credit and then 3 months later not honor what was told to the customer?? I see SO many other reviews about Frontier Communications having the same exact problems and dissatisfaction. I am glad I switched to another cable/internet/phone. Frontier does not care about their customers and doing what is right and standing by what they tell customers!!

The internet speed I was paying for was 75mbps upload and download but the test revealed 56.6 Mbps download 58.4 Mbps upload on one computer and 26Mbps on the upload and 20 Mbps on the download. Frontiers answer to this was to sell me an extender for $72 and would not adjust my bill for services that were not provided. I asked to speak to a supervisor and was never provided. They said I needed to continue to hold after one hour of holding because they had a lot of customers to deal with. My recommendation: stay away from this company and save yourself a migraine headache.

Today I spoke with Jackie **, a service manager with Frontier. After 2 hours we have not had our bill adjusted and our credits have not been approved. Even after producing several confirmation numbers and statements, we are left with no options for recovering the money that this company stole from us. We have called 2 times per month and this company continues to steal money from us. If we want to cancel we have to pay an additional fee on top of the money we are currently paying even though they have not provided services they are billing for since April 2016. Jackie ** actually hung up on me when I started to question why we were still being billed for services they hadn't been performing for months. Do not give these people you account information, they will steal your money.

I stressed to the individual this is why it was important to us. They escalated the ticket and said I wouldn't receive a call within 24 hours and they were "really good" at getting back on these things. We never received a call back and the technician showed up Thursday. After connecting our internet we lost our TV, so called DirecTV who couldn't come out until Monday. We were without TV for 5 days and when they finally show up we find out the Frontier technician who claimed was a supervisor for Frontier had disconnected our DirecTV cable from the roof and used it for the internet so he wouldn't have to run his own cable.

The DirecTV guy was pissed and felt bad for us because a 2nd call for them to go out there can cost $100 and told us if we get a bill to send it to Frontier since they created the issue. I call Frontier, now furious, and explain the DirecTV guy wasn't going to do their job for them since they were there first and they needed to send a technician today to fix this since they never did their job the previous Thursday. I am off Monday and Tuesdays and they tell me the earliest they can come back out is Wednesday. I asked for the phone number to their legal department. That generated a callback from their supervisor supposedly within 30 minutes. We are still waiting for a callback. I seriously doubt the supervisor will ever call and I would bet technician comes Wednesday. Stay far away from this company.

I cannot believe the state of California would allow something like this to happen, and continue for months and months. They disconnected my phone for two weeks, then the internet, then wanted to charge an early termination fee to start both up again, and they turned everything off without a notice or anything. This is so tiring. I have sent countless emails, texts, phone calls to customer service, the billing department, etc, to no avail. They still do not have it settled. I would not recommend Frontier to any customer looking for cable, phone, or Internet service. STAY AWAY!!!

Customer service has not been helpful. Wait times are long and I've been passed from person to person. Within the same phone call I have gotten contradicting info from 2 employees, more than once. In the month and a half that we've had service, I've called 5 times and have spent anywhere from 45 minutes to over an hr each time talking to someone and haven't had anything resolved. We were suppose to get $100 Visa gift card for signing the contract. This has been a battle to claim and I'm waiting to call the reward center when they open tomorrow. Unfortunately this is the only company that services our area so we don't have the option to go with another company. This whole process has been disappointing and upsetting. I've seen a lot of bad reviews and hope Frontier can pull it together soon.

Three days ago I lost internet and cable and am still waiting for them to fix it. I have made multiple calls and several "tickets" have been put in. I was finally scheduled for repair yesterday and was given a 9-hour window... 8am-5pm. At 3pm they called to cancel due to "unforeseen circumstances". When I called their customer service line I attempted to cancel my service and was told I need to call back in 24 or 48 hours. Who does that? When I asked why I was placed on hold.

After being on hold for 30 minutes I hung up and called back. The next rep I got told me that was unacceptable and transfers me to the tech department where the hold time was 30 minutes. So I hung up again and called back. This time I was able to speak with someone who, to her credit, tried everything she could to get a tech out but was unable to. What she was able to get me was the first appointment the following morning which was at 8am. Assured me the tech would be here promptly at 8am. So here it is... 9am and still nothing from Frontier.

So glad I already set up an appointment with Comcast. Frontier has been quite a disappointment. I would not recommend them to anyone especially if you rely on internet for things like work or online classes. The only good thing I can say is their prices are decent, however, beware that once the contract is up their prices increase and there is usually nothing they can do bring them down.

We got tv installed 7/6 and it was a very rocky start. I called to cancel service after the first two weeks. Sound kept cutting other and still does, on demand didn't work for a while. I tried to cancel but got the runaround big time. At one point I was speaking with tech support to try and fix some of the problems we were having and she had me climbing around in my basement looking for a portal of some sort. Our first bill just came for $450! What! How??? Plus another bill for $80!

They are professional con artists baiting you with one thing, not at all providing the service they claim to, but giving you a big, huge bill. When I call to cancel they pass me around for an hour and give me the runaround trying to tell me I'm under contract. I try to explain they are in breach of contract for not upholding their end of the deal by providing cable and internet that works. This can't be legal business. I've spent more than 30 hours on the phone with them in the first month. I'd love to speak to an attorney about the way they handle business and their customers. If any of you reading this and are an attorney, or know one interested in sewing a company who is outwardly ripping off people, I'd love to speak with you in regards to Frontier Communications. This has been an awful experience.

Well needless to say I called on the scheduled date at 12 noon and spoke to Keeva who advised a tech will be out, he said there looked like a problem with the tech who is supposed to come out. I called again at 3:17 pm est and spoke to John. Had no idea what I was talking about and transferred me to tech support (really???). I then called back and at 3:20 and spoke to Dominique who took almost 30 min. to find me. The problem she was having was she kept putting in the wrong order #. I told her I work overnight and had not been to sleep and needed to get off the phone. I asked if she can call me back. She stated "yes". As of right now 01:29 est 8/14/2016 still no call.

I then called back at 4:17 pm est and spoke to a young man who tried to call dispatch and could not get through and stated the tech still had time to come out. I called again 5:08 pm est and spoke to another young girl who asked did I request a tech to come out on 8/15/16? I yelled "no" and proceed to ask for a supervisor in a nasty tone with a few choice words. Eric the supervisor came on the phone where he said "Unfortunately dispatch could not send no one out because the tech did not show up." I immediately cursed him out...

An hour passed and John did not call and Saturday no one came. Saturday I called back, spoke to a rep that told me there was no appointment ever set up for Saturday and transferred me to a new supervisor John **. Which assured me he escalated my account and someone would be out to my apartment the following day Sunday. Sunday came and when I called to confirm my appointment the rep told me that no engineers go out Sunday for new service. The rep then transferred me to a new supervisor Karimah ** phone number 877-433-3806 ext **.

Karimah told me she had no idea why I had been given wrong information up to date and that no one would be out to the house until the 13th. Karimah assured me she would call me back that same day for an update. When Karimah called back she informed there was no new information available. When we tried calling Karimah back on Monday no answer and no voice mail returned still by today, Wednesday August 10. On Monday August 8 I called customer service yet again to wait on the line 15 minutes to be connected to a rep 25 minutes because your rep could not locate my account plus another 20 minutes for your supervisor. Weird my account has been located very easily three days prior. Anyways the supervisor I was transferred to, Dennis, basically told me there was nothing to be done.

I've wasted numerous days and countless hours dealing with this issue that no one told me about when I signed up with this company. Only after talking to about 10 people was I informed that the issue is that Frontier has not been able to fix wires in my area. Yet my neighbors have Frontier and their service has had no interruption. I should have been informed of any issue in my area and I would have taken any measures to look for a different company. Customer service is of no help and basically have told me "sit back and wait because we have no answers for you." They don't even have an exact date of when my service will be installed. This is unacceptable.

After sending an email to corporate, someone from corporate called and apologized for the inconvenience and said I had to wait some more but that Saturday August 13 someone would come out to my apartment to set up my service. She assured me the issue with the wires in my area had been fixed. Today is Saturday August 13 a technician by the name of Higonson ** Id number ** called me early in the morning to say he was coming but that my installation would take several hours to do. He was very reluctant to come out and even lied about his name and told us his name was Bruce. He called twice more before arriving looking for excuses not to come out to my apartment. I was not able to be at home today so my apartment complex was kind enough to send up an employee to wait with Mr. **.

Upon arrival he was already looking for a way out of doing the work. He said it was going to take too long and was going to have someone else come do the work. I told him I've been waiting over 2 weeks for someone to do the work after waiting 3 weeks for appointment, so he needs to at least start it. He said he would see what he could do. He then said he couldn't do the work because he needed access to the apartment upstairs so he was going to leave. I told him not to leave because I would get him access to the apartment upstairs. He then said not to worry he doesn't need access he would start working outside. He also then called back to tell me he couldn't do the work if I wasn't there. Which isn't true since we confirmed with corporate if somebody from my complex could be there in my place.

This man was so rude and hung up the phone on me. He also lied to his supervisor of the actual situation. I spoke to customer service and was told he had relayed the work to someone else that would be there later today. I interrupted my plans yet again for Frontier to call or arrive. It is now past 5:00pm on a Saturday and I haven't even gotten a callback. Chances are I've waited yet another day.

We were told that the soonest anyone could come out to make repairs would be June 14th - more than two weeks later! I called several times over the next few days to see if the service repair could be expedited and on 5/30 I was told that a technician would be out within 48 hours. After waiting for 3 more days, I called again and was told that they had no record of any calls since 5/28 and 6/14 was still the earliest date for repair.

We then decided to look for another provider and were able to get new service installed. I called Frontier on 6/13 and cancelled my service and the repair request for the following day, the tech still showed up saying that the service order was not cancelled. My bill was paid for service in May but we got a bill in June so I called to confirm that my service showed cancellation on 6/13, the rep confirmed. I received another bill in July for $432 so I called again and this time the rep said not to worry because it takes a couple of months for everything to cycle thru billing. Last week I received another bill for $486 with a "past due" notice on this bill, I called again and was told that there is no record of any calls except the one on 5/28 when our service went out.

I was on the phone for almost an hour with rep named Serena. She kept putting me on hold to talk to someone else and told me that there is nothing that can be done, the full amount of the bill is due. I asked to speak to whoever she was asking and she told me that would not be possible but she could schedule a supervisor to call me back within 24-48 hours (needless to say that time has passed and no one called me back!) Serena did offer to connect me with a service called Life Line. She said they could help set up a payment plan, which is ridiculous since I do not owe this money for service that we did not receive! FRONTIER is the worst SERVICE PROVIDER and their CUSTOMER SERVICE is a joke!

With Frontier, my experience has been much different. That initial call in June was to remove the DVR feature we were not using. It was anticipated that our total bill would be reduced by approximately $10 given that this was the cost of the feature. Our total bill has historically been right under $150, so I figured our new bill would be around $140. To my surprise, the bill I received in July was for about $185. After calling and speaking with Frontier customer service (two or three different agents) I was able to get them to comprehend the notion that when a customer opts to remove a feature the bill should go down. I mean, that is logical, right? I was truly appalled that the agents were unable to simply understand this concept.

At one point, in my frustration, I simply requested in one of those July conversations that Frontier put back on the whole house DVR and forget my request/conversation from June. However, re-adding the whole house DVR brought my new bill to around $200! How can I pay $150 for the service for almost two years, and then be expected to pay $50 more because I wanted to remove a feature?

So, the summary of this story is that I wanted to reduce the bill we had by removing a service we didn't and don't use. I felt this was a fair request for a family expecting their first child. However, the removal of this feature resulted in my bill increasing by about $35. After many hours on hold and in conversation trying to explain simple logic, I was finally content when they were able to get my bill down to $145 (which isn't what it should be technically, but is good enough I guess). They did offer to credit me for my frustration/time/whatever-you-want-to-call-it.

My wife would have rather me bill the company for all of the time I had to spend on the phone dealing with their billing system (which would be enough to cover my bill until my contract expires in December). I'm still waiting to see how the credits work on/for my bill. It would be great if they followed through... Realistically I would have been pleased with no credits and just logic through this ordeal. To top it off, my service (for awhile there) was extremely lousy (a common theme it appears). We were certainly very displeased through the month of July.

After finding what I would consider enough resolution for the time being (or until they mess up my next bill), I did ask to speak with a customer service manager. I let them know that their customers, employees, stockholders, and their own families deserved better than what I thought the company as a whole has been and seemingly continues to provide based on what others are saying. If Frontier maintains the model I experienced in July, it is likely they will not be able to fill the niche that Verizon has left. This opening in the market will allow for another company to come in and rule that market. I do hope that the strategies, methods, and procedures used by Frontier improve for the sake of all of those involved.

And I ask for manager, and she just put me on HOLD and come 45 mins of waiting I just had it and hang up. Called few mins after, I spoke to another customer service and she was helpful BUT gave me all the bad news that the ticket that was opened for my transfer service needs to be corrected and thus the technician will NOT come! I was so disappointed, they could have called few days ago or something to give me a heads up and not the day and not until I called personally to check! So, ok I have to deal with that and then I asked the customer service to escalate it and hopefully be installed the next day but was told they cannot and no way that it will be installed for another week! WHAT KIND OF COMPANY IS THIS?!! SHUT IT DOWN! Please, don't let consumer experience all this type of frustrations! You are killing us!!!!

At 8 p.m. we called back and the customer service rep almost laughed at us saying, "You really thought someone was coming on Saturday night?" His notes apparently said someone was coming on WEDNESDAY. Trust us, we have been communicating our entire lives and know the difference between today at 4-7 and Wednesday. We were on hold again for over 50 minutes while they tried to get us a supervisor. I ended calling on my cell phone after that long a wait, got a supervisor finally, and she said she would have service restored for us on THURSDAY! Can you imagine if you worked from home or had kids who lived for the internet and TV and you didn't have any service from Saturday to Thursday?

We dropped our service that night. Best part is they called on Monday and Tuesday of that week asking to come to the house to get everything back up and running. Seriously??? What part of brainless customer service is that? Beware of Frontier. I'm just one story. There are many more out there just like mine. We are finally cable free, no land line either. Cut the cord!!!

After logging over 10 hrs on the phone with Frontier and DISH --- almost every representative from both companies could care less that I was quoted a totally different "BUNDLE" price. Said there was nothing they could do - "You're stuck with it." HOLY COW!!! Unbelievable!! Bottom line I highly recommend getting your service from somewhere else. Neither one of these companies that promise a great "BUNDLE" rate deliver anything they promise. There is no way they should even be allowed to offer discounts together as they do not honor their initial quotes. Please do not use FRONTIER and especially do not bundle with DISH.

VZ FIOS TX was purchased by Frontier in 2016 and the charges remained the same for the first few months, I did not pay much attention to the bills. One day, looking through a bill, I noticed that the discounts were set to expire in 2016, whereas the contract ended in 2017. This meant that I would be paying the full price, $75, for the whole of 2017. To the best of my knowledge, I would not have agreed to such an arrangement with VZ. The previous VZ bills did not have this information in the bill.

I called up Frontier Customer Care, and requested that either my discounts continue through the term, or they give me further details of the verbal agreement I had with VZ, such as a recording, notes...something. I received neither. I canceled service with Frontier and had to pay the early termination fee. I believe charging me the early termination fee is unjust. I would never have agreed to paying full price for a year (with other lower cost options available) and I feel that either the discount duration was modified by Frontier without my knowledge, or VZ Customer Care slighted me during verbal extension. Either way, Frontier declined to waive my termination fees and could provide no details whatsoever regarding my verbal communication with VZ. Moral is never to agree to anything verbally and always have everything in writing.

I called Frontier customer service, and I was told that promotions had expired and that my future billing would be at over $200 per month. I was also told that no notes or comments regarding my calls had been posted. I was told that I did not qualify for any promotions. I am very frustrated with Frontier. I must scrutinize my billing every month. I have no confidence in Frontier, and I am contacting other providers.