Frontier Communications Reviews

I have read all the reviews about cancelling service with Frontier, and I did honestly expect to put up a fight. However I was pleasantly surprised this morning when I did just that - I went through the prompts on the telephone, but I did not choose anything to indicate that I was cancelling my service. I chose the "other" option they had on their phone prompts.

I asked a very nice young man (from the US) who was upset at the fact that I needed to cancel my service. He did ask me the reason, and I gave him a very vague reason (marital) - because really - it's none of Frontier's business why we want to cancel. He was very supportive, told me that they were sorry to see me leave, and told me not to pay the final bill until it was adjusted with the proper amount showing.

He also said that they will mail out the return labels with boxes within the next few business days - he said to give them a week to "err on the side on caution", in other words, in case they don't mail them out on time. He also stated that they only want the receivers and remotes back, not any of the internet equipment (I thought that was odd - so it must be considered old technology). He gave me a confirmation notice and said I'm all set. It was a very good clean customer service experience. I was pleasantly surprised.

After another phone call was placed to a supervisor, I was informed that a technician named Jim was en route to the property. Hours passed with nothing happening. Another call was placed, and I was told that the technician had tried to reach me (he did not) and that the property was vacant. I transferred service to a new home a few weeks ago. I was never informed that a new account number would be assigned to me. So I was then told that it would be another 4 days before a technician could come out. We have no water because of this carelessness. There are two children in the residence, and temperatures are exceeding 90 degrees during the daytime. I cannot wait around for Frontier to figure out their own dysfunction.

On my last break at 4:00 I called and they said that they wouldn't be able to come today, that they would come Saturday. They didn't even ask me if I had something to do or anything and I will be going out of town this weekend to celebrate my 21st birthday. I'm really fed up and think this company should not be in business. If I knew it was this bad I would've went with a different company from the start. This is so sad and I'm nearly heart broken b/c I have online classes starting Monday and don't even have Internet. I'm ready to get a lawyer, do whatever I need to do b/c this company should not continue to do this to people. If you are reading this trying to determine if you should go with this company DONT!! They are a ** COMPANY THAT SHOULD NOT BE IN BUSINESS. I will definitely be spreading the word to anybody I know to never go with this company, they do not deserve any customers. They really need to shut down!!

I'm now starting a boycott Frontier Communications campaign in this city. After 60 years of dealing with various companies - who ranged from very good to poor, I'd have to say Frontier service is the worst I've ever encountered. I don't like Time Warner at all - FIOS is far better, but in that I've been trying for over 2 weeks to get Frontier to fix the problem and they've done nothing but give me lip service and no action. I'm switching to Time Warner and flapping my jaw to all within ear shot about Frontier's lousy service - or maybe I should say non-existent service.

Promises to credit the account for past outages and to send a technician out are either outright lies or incompetence, because they never follow through. When I call back to follow up, they say "nothing in the notes about that." I am so heartbroken for Mom. She can't watch local news, the Olympics, old movies, and she doesn't "want to complain". My understanding is she doesn't really have another choice in her complex, so my next step is the Attorney General, BBB, and probably Yelp. My experience has always been that I can get any company to come around and support me and my trouble, but I just think these guys are either overwhelmed, dishonest, or just incompetent. What else can I think?

I did not have any person contact me about your missed appointment with me until 5:10pm. This was a voicemail and they stated they could not make it to my home until August 10th between the hours of 8am and 12pm. Again, I waited. Again, a no call no show appointment from your technicians. I called your customer service department @ 2:53pm to try to find out if this appointment was going to happen. After 21 minutes and 15 seconds on the phone. I was informed that again the technician was not going to be able to make the appointment that your service department rescheduled.

This leads me to where I am today. I have a appointment for August 11th 2016 for the hours of 8am and 12pm. I have zero faith that this appointment time will be honored. I have cost myself 8 hours of time away from my business. Waiting for your company. I have a service disruption that is now going to be 7 days old. I have to spend at least another 30 minutes on the phone trying to get some type of compensation for a service that I am going to be billed for and am not receiving. I will be copying this email and posting this on Social Media # worst company that I am forced to have to deal with. Regards, A very frustrated and disappointed customer.

It has been a horrible experience with them. My DVR hasn't been working. I lost the movie I purchased from Verizon. They have been difficult to work with. I call and will be put on hold for hours and then they say they can't find the account. I recently tried to cancel my service, they said I will have to pay a term fee. I told them I was told I can cancel without the fee, also I shouldn't have to cancel since my service contract I signed up was with Verizon not Frontier. I called in recently to cancel my DVR service - one of the cable boxes and some movie channels, they didn't cancel anything and my bill is even higher. Please help me with this issue, my next step is legal action.

I asked for it to be installed. I got the date and time and they were a no show. I called with my order confirmation # and was given the runaround for over 3 hrs only to find out they do not install the equipment unless it is a new installation that requires wiring. I said forget it. My next bill charged me for the new equipment that I never received and my old equipment that I still have. They said I never returned the old stuff. They said they would correct the bill and instead of $282 it would be no more than $250 from then on. My next bill was over $430 so I called again. After 3-4 hrs on hold or being switched around I got Lisa would said the manager would handle the correction so I should pay the whole amount and I would see a credit on the next bill. I refused and said I would pay the $250 right then and they said the next bill will be correct. My next bill was $596 with unpaid balances and late fees. I totally lost my mind and my calm nature.

On Aug 1 I started at 3:30 pm and at 5:30 pm Angelica said she would have to call me back that same day. No callback. I called back Aug 2 @ 9:52 am and got Jay who said she would look into it and call me back in 2 hrs. I got a callback @ 10:48 pm and then still needed to talk to a supervisor. On Aug @ 11:03 pm I got Diane in billing and by 12:14 am she said her supervisor said I should pay $280 and then I asked for the supervisor. At 1:46 am I finally got Rodderick **, Supervisor who was very apologetic and said he redid all the calculations and that I should pay $202.52 and that it would all match up with all the credits I were due. I tried to pay my bill Aug 8 and I can't pay it by phone or internet because it says my balance is $596.94. They actually automated phoned me with a recording of a hardship payments plan department to help me change it into monthly amounts that I can afford.

That's why after I stopped laughing I started doing my research and started looking into Frontier complaints. I found almost 4,000 complaints and after reading only the Florida ones, I found that I was no alone in this. It also took me to websites from the states attorneys office where Ms. ** and Mr. ** are talking about a pending class action suit against Frontier. They recommended that anyone having these problems should call the Better Business Bureau, FreshFromFlorida.com and 1-800-HELP-FLA.

I will personally sue them if they go as far as to cut off my service and tarnish my perfect credit standing. The fight has just begun! I will continue to pay the $202.52 monthly that I was told is all that I owe and they can continue to torment me for as long as they want until my patience runs out or until they attack my credit or me personally. Good Luck to all of you out there and keep fighting. Maybe the FTC will quit screwing up and put a stop to this injustice.

After an hour hubby called back, and they couldn't even find our information in their system. Once they located our information hubby placed on hold so technician could be personally contacted, again hubby was told tech was 20 minutes away. After another hour called back and again they could not locate our information, once they located our information hubby placed on hold so technician could be contacted. CSR informed hubby that technician came by knocked on door, and no one was home. REALLY!!!

After hubby stuck at home ALL day we had another appointment scheduled. A contractor, not a Frontier technician came to the house got everything installed (so we thought). More than 50% of our channels were not coming through. After hubby called Customer Service, they made another appointment for a technician to come to our home. Finally the issue has been resolved... FINALLY!

However we have a TiVo system so we do not have all the DVR equipment. Just the cable card is all that was needed. Hubby gets a call from Frontier this AM asking for payment for the three DVR boxes that were installed. WAIT WHAT? First we don't have three TV's set-up. We only have two, and both are connected to TiVo, and have just the cable card. Hubby explained that to the Rep. that called. They argued with him that "no sir you have three DRV devices". No. We have just the cable cards. Rep said "no sir you don't, you can't get the programming with just a cable card". Hubby states that all we have are two cable cards. Rep insists that we had three DVR's installed in our home, and payment is needed.

Hubby is now DONE with Frontier. He wants to cancel service, and wants them to just GO AWAY! Remember we have had this service less than a week. It's going to cost an $250 to cancel, plus if we don't turn in the DVR equipment we will be charged for it. WE DON'T HAVE ANY DVR EQUIPMENT! Frontier is a NIGHTMARE to deal with, they are unbelievable. They are just useless from the bottom up. I feel as if the CEO, investors, etc. just really don't care about this company, otherwise it would be ran a lot better than what it is.

So, today, I called them and spent over three hours solid on the phone trying to resolve the issue. Well, I spent most of that 3 hours on hold, and spoke with about 5 different people, who each put me on eternal hold, which then reverted back to the awful phone tree recording, where I had to start all over again! I managed to stay calm and respectful, despite my unbelievable frustration, so don't think I was put on eternal hold as punishment, it was sheer incompetence on their part. After 3+ hours, I finally spoke with a supervisor, who told me they were unable to honor the agreement they quoted me, even though it was clearly documented in their computer system. Needless to say, I cancelled my service. Why give my money to such an awful company when there are other service providers out there.

We declined any additional Identity Theft or Anti-Virus services at the time. Second monthly bill arrived with $288 in new charges and service installation charges had been credited but the Nest was charged $200 and we had been signed up for Identity theft services. We called and asked to have the extra services removed and the Nest discount credited. We were told this would happen. We explained that we would pay the bill once the charges were corrected.

The next two monthly bills arrived with a closer to contract $40 and $43 new charges. The Nest credit had not been applied and the Security services were still included. After each bill, we called and made the same requests. Both bills included credits for the security services but not in the right amount. We were told the Nest credit was missed and would be corrected. The security services still weren't removed. After each bill we called and complained and were told it would be corrected on the next bill. We explained that we would pay the bill once the charges were corrected.

Our service was disconnected in May from non-payment. We called and was told that the Nest credit had been rejected, we had been flagged for late payment and then disconnected. All without any contact from Frontier. I made a payment of $250 to cover the estimated balance of $35/mo for 6 months plus tax. We were told the Nest credit was rejected without reason but that it would be reviewed. We explained that we would not being paying anything additional until the security services were removed from our account.

The fifth monthly bill arrived $35 and the security services were finally removed. Credits still weren't applied in the correct amount. No Nest Credit was included. Surprisingly even though the new charges were $35 our invoice now showed a monthly service plan of $40/mo for the same service. This time I setup a service chat explaining the past issue with Nest, Identity Service and now monthly service charges. I was told that we were not new customers when we bought the Nest and no longer qualified for the discount. This was the first time hearing this excuse.

I was also told that the change to $40/mo fiber service was due to my service being extended an additional year. This was never requested by me or was I notified. I was told the service would be corrected back to $35/mo since I never requested it. I was told both corrections take 1-2 billing cycles to process. At this point I told Frontier that I would call back and cancel service in two months if the billing issues had not been corrected. I paid $36/mo on the June and July invoices until my August bill arrived.

The 7th bill arrived for August with credits of $10-20 applied but not the Nest amount or the monthly service correction. When I chatted with the service representative I was told that the Nest discount REQUIRED Identity Theft Protection services. Since I didn't have Identity Theft Protection services I could not receive the Nest discount. This was counter to what I had been told previously even though I had been previously signed up for Identity services without my request. This was also the first time I was told that I would not receive the $100 credit.

I was also told for the first time that in the fine print on my April bill, that the $35/mo service would increase $5/mo if autopay was not utilized. Apparently this was included in my bill but never mentioned previously and buried in fine print that was not noticed. So, on both of my billing problems the reasons changed multiple times and became non-negotiable. At this point, I gave up and paid the remaining balance of the account.

Four days after paying my bill the internet service was disconnected due to non-payment. My bank and Frontier's web account showed that the payment had been made. We called and had service reconnected with confirmation that no additional fees would be charged due to their error. I have yet to receive a bill for September demonstrating only a $40/mo service.

Today, August 8, 2016, I received a bill for $177.71 for new installation, new services and all these charges that I NEVER received because I am still with Brighthouse. I called Frontier and the first agent told me that they installed new service and she saw the line was active. I explained to her that we never cancelled Brighthouse internet service so yes there is an active line. She was implying that we had service with Frontier. I hung up and dial again to speak to another agent that had common sense and notice that service was never used/started/utilized at this address. The second agent informed me that the refund will take until October 1, 2016 to resolve. The agent gave me another cancellation confirmation number for this transaction over the phone. This is unbelievable charging me for service that I never received and now I have to wait and monitor this account for three months to make sure these charges are cleared.

This is bad customer service and how did this company and technician billed for equipment that was never added to my account/home. I guess I will never leave Brighthouse because they are pretty honest and the technicians are reliable and professional. I hate that this type of problems occur today with so much means of communication.

Updated on October 3, 2016: Today is October 3, 2016 4:49 pm. Been on hold since 3:38pm. Again, I am on hold for over 1 hour and 3 transfers and still here waiting to dispute a collection notice for service that was NEVER provided. The customer service agent ask me for my pin number. I been attempting to explain to these people that the technician came in for 10-15 min max and immediately notified me that 33602 area does NOT provide FIOS services and he exit my property. My question is how was an account #, equipment #, pin # generated if he NEVER, installed, set up, drilled, install cables or signed papers. Nothing HAPPENED!! WHAT THE HELL. This company or employee is trying to pull some fraudulent activity by billing some bogus account to get paid and it’s not going to happen. If my credit is ruined because of this bill. I will seeking legal counsel.

Now I am struggling again with them. One of their representatives shows up to my house, asks me to upgrade to faster Fios speed, so I did. I was promised there will be no termination fees since this is an upgrade and that the price will not change as long as I don't upgrade or downgrade again. Month past and my bill that should have been $55 is now $281 ($109 for Fios + $95 installation + $80 early termination). Now, I actually have to pay termination fee which they told me I wouldn't have to since it was an upgrade. They charged me installation fee. You might ask what did they install. Apparently what Verizon Fios installed three years ago, a white box in my garage. It took them a while but they acknowledged their mistake they dropped the installation fee.

Now, where am I right now. They told me to fax them the copy of an agreement I signed with their representative and wait for their call. Now I been waiting their call for almost a week. So far I made 7 calls to them which equals to 6 hours and 28 min wasted on either waiting or talking to them. If anyone of you have time and/or money we need to do the group lawsuit against Frontier Communications because they are not taking this seriously at all.

Be prepared to stay on hold for long periods and still have unresolved problems with the account. I was transferred at one point and someone picked up in billing and I could hear background talking but no one was on the line to help. This was after being on the phone for over an hour. Then I had to call back to be on hold for another half hour just to be told that they didn't know how to resolve the billing issue and that they could transfer me to another representative. They did try to make me feel better by saying it's only $230.00 this time only. Thanks! Like I said had they told me that it was going to be over $200 for Internet only... Never would have happened. No good. The breakdown I was giving for service was definitely different pricing.

I asked him why it's not running at the 6.9 like it is supposed to where he then put me on hold. And when he came back was told from his supervisor that we live in a high-demand area which I then told him was absolute crap because several of our neighbors use Frontier for their internet service and have no problems. He then told me that there's nothing they can do about the speed of the internet because of my area I live in. I then said that I have been paying your company for years for an Internet service that you KNEW you could NOT provide to me basically. He AGREED and ADMITTED that there was nothing they could do about it. I cancelled my internet service with them as of this afternoon. They ADMITTED TO RIPPING ME OFF for years because they have not been providing full service to me and knew it.

This week I received a bill for $812!!! I called Frontier to ask how come my bill was 8 times higher than what I was quoted and the answer was "Sorry your initial quote was wrong." I explain my frustration and ask how come they can submit a "quote" that was so far away from the reality, the answer was "That is not a contract, you did not sign that quote and we have no reason to honor that pricing." They basically admitted that they lied to me and had no legal bound to their quote. I asked to speak with the supervisor. After one hour waiting I was transferred to an answering machine to leave a message and had to hang up.

This company has left me feeling so helpless as a consumer. I am NOT in contract and when asked for proof they refused to provide it to me. Now I am being billed for services I do not want and if I do not pay it will go to collections. This company is the worst company I have ever dealt with in my life. You are better off living life with no internet, phone and TV than signing up for services with this company. DO NOT DO IT!! BEWARE!!

The cable service is not even half the quality as with Verizon. The wifi cuts out frequently without warning and since April I still do not have all the movies I purchased for a lifetime uploaded to my Library. I still have purchases I'm being charged for and not receiving the services. My Free on demand gives me the jumbled pixeled screen and I have to reboot the system every time I wanna watch a movie. The list goes on and on. And now I find out they are offering bundles to new customers without the digital voice with faster wifi and lower monthly cost. I feel like I'm screaming and nobody hears me. I call to change my service and they straight up transfer me, hangup or play dumb. Grrrrrrr

Our first bill arrived, over $300. We were charged for Installation, shipping of equipment, phone line, service order charge. After a 45 minute call to customer service, where we made our displeasure clear, we arrived at an agreeable sum of $86. Our next bill we were charged a late fee and the balance of the unpaid first bill, as if our call to customer service was totally disregarded, and service was stopped for 2 days. Don't know if it was a coincidence or purposeful.

We have never had the experience of dealing with such a dishonest lot of people, from the initial sales call and every encounter with customer service since. We were presented with no clear contract and have no idea what terms we are under. We keep getting bills, but when we call customer service they say our case is pending??? Evidently, customer service has no real authority to resolve any issues. When I asked to speak to someone that did have the power to make decisions, I was told that those people never took calls from customers, so that I'm not allowed any direct input to resolve the billing discrepancies.

What choice do I have? It is as if they have grabbed me by the base of my **! Because we have higher speed internet, it is faster than satellite, we can now get Netflix and we were able to reduce our TV satellite service package. I'm sure there is some sort of disconnect fee to get rid of Frontier. I wouldn't know, have never seen a contract. So I think we're stuck with them for a while.

I finally called wondering what time they were planning on showing up. The person on the other end, when I finally got through, apologized about 1,000 times but stated my service ticket had been closed. Apparently, even though I was home the entire day waiting, claimed he had not only called my house, but had shown up and we weren't home. What?!? I was there the entire day. End of day 2 - 0 of 5 tvs working.

The next day I went to work late waiting for tech #3 to show up. He came in, no apologies, no personality whatsoever, and succeeded in getting 1 of 5 tvs working but couldn't solve the other 4. He left claiming he couldn't get good enough cell reception to call more tech savvy "digital support" people. His literal last words when he walked out of my house were "I've done all I can. Good luck. I am not sure why they dispatch me for some of these issues." HELLO! 4 OF 5 of my tvs are down that were working fine 3 days ago. THAT'S why they dispatched you. Duh! End of day 3 - 1 of 5 tvs working.

Today, day 4, called tech support for 45 mins from work only to be told by phone rep Zach that he couldn't schedule someone to come out my next day off without me being home to 1st try his "magic" troubleshooting ideas that he felt were going to be different from the things I had previously been instructed to try. He refused to schedule someone, even with what I had been through the previous 3 days. My original issue was simply with my phone app. Tvs all worked fine. Now Zach in Austin refused to schedule a tech until I came back home from work, called back in, had them reference his notes that he swore he listed in detail and would fix all my problems.

I came home an hour ago, called tech support AGAIN, had them reference Zach's notes, only to find out, sure enough, his "magic" solution was exactly what I had been instructed to do the previous days multiple times. And of course, by this time it was too late to schedule for Sunday, my next day off, so I have to wait until Wed (9 days) to get a tech back out. Who knows if they will even fix it then. 4 of 5 tvs down that had worked fine last week!!! All over a phone app question. I'm done! Disconnect fee or not, I'm bailing out. I'd recommend doing the same before they come "fix" something for you too.

I called and explained the situation and supposedly they would remove the charges, except maybe for some taxes. I kept waiting, checking on line, calling the 1-800 for an account balance and would get all different figures. I decided I'd have to go to a $35 unlimited cell phone just to keep what is left of my sanity. Have already switched my phone number over to my new cell phone, Frontier still thinks I owe them somewhere between $609 and $714. Supposedly I was switched back to the Freedom plan, but keep getting different answers as to whether it was unlimited long distance or not, and phone was definitely supposed to be turned off by midnight last night, but still have a dial tone and can talk to Frontier reps on it.

I believe Frontier was the only landline company I could get in my area, but they have been putting up more cell phone towers and just about everybody has switched over to a cell phone. I'd stay away from Frontier Communications, I've had more trouble in the last 3-1/2 months with a phone company than I have in the last 60+ years. Every month I had some kind of problem with the bill and would have to spend at least 20 minutes on hold, a couple times a week waiting to see if the problem had been resolved.

The reps on the other end just say whatever they think will get you off the line as quickly as they can, and say it's being worked on. Will feel bad if people lose their jobs, but they had better figure out a way to better serve their customers or they won't have any. I switched over to Boost Mobile which is a much better deal, they are right in my small town, the reps are very helpful and knowledgeable and the service is great. Hope you all have a good day and God bless.

I've already reported them to the Better Business Bureau, and it would be a tragedy if they are still a company within the next five years. If they shut down or got taken over by someone who actually knows how to do business and honor their offers, I would cry tears of joy. So to wrap things up, if you have other options, go with them, not Frontier, once you get in you're practically stuck with them as it's near impossible to cancel. And finally, their service sucks, their support sucks, their equipment sucks, everything about them sucks! Long story short DO NOT BUY!

The next morning my home phone was disconnected. I called Frontier. They apologized and stated it would be back on by Wednesday. Now over a week and half later no phone. I find that Frontier is unfit to provide services due to the lack of communication. Every Rep I have spoken with has a different answer. My bill has not been right since Frontier took over for Verizon! So I am overpaying and part of my service is turned off. I would like to know who is going to be able to correct all these problems!

I did receive an email and at first the person said they couldn't find an account linked to mine and asked where I found it. I took a screenshot and sent it to them. Well, glory-be, they found it and unlinked it. They said our names were quite similar and that it was possible one of their representatives accidentally linked the other account to mine when they were assisting them. I don't know what the other account holder's last name is, but I do know our first names are not similar at all. Mine has 5 letters the other has 8 letters... Even the first 3 letters are nothing similar. Do I believe that story? Not really! Just beware and check carefully!

06.29.16 42 min TTL. 2:45 PM - 3:28 PM Attempted to call regarding the new billing. The billing appears to be incorrect. They once again did not allow me to speak to anyone because they needed to verify all the account holder information and I have already been put on by Linda ** as an authorized person to speak to them and get info. Asked for a supervisor and spoke with Mark # ID **. He kept me on hold for 10 minutes. It felt as if they wanted me to hang up.

I then worked with Mark on a number of issues and then learned Frontier Communications wanted to charge us the full price for the HBO, when we were wold it was going to be free for 3 months. I told Mark to discontinue HBO if we were going to be charged for it. We got this straightened out and now our invoice for each month should be approximately $145.00 Including taxes. This did not happen on the following invoice for July and august 2016. Other notes are to follow.

They spoke round and round in circles, putting me on hold, disconnecting my internet and phone several times, calling me back on an old cellphone #... I didn't get a straight answer. Instead, they assured me that they'd imply these "promo codes" and give me "$200 off for June 2016", but my next 2 bills would be high and AFTER THAT, it would supposedly drop down to $109.99 (unbelievable, huh??). I STUPIDLY have been paying the bill monthly, until now (in August). I keep having internet and cable problems and am not getting any decent answers or service. Instead, I feel like I'm being scammed by a foreign company. I can't tell if this is legitimate.

Right now I have an outstanding bill of $173.30, then $195.22 for August, and then it should go down to the $109.99. SHOULD I BELIEVE THEM?? If not, who the heck do you call??? I don't want my bill to keep adding up... They do speak to you in a nasty way and only *I* can speak to them, per their "rules". Ridiculous! I have to have the file, know my Account # and PIN #. It's insane! I don't want to pay almost twice what I was paying for the same service, but MUCH WORSE service!!! So, what should we all do???

I did not get an email confirm the free upgrade but instead getting an email thank me for purchasing Frontier Secure Personal Security??? I called back and was told that I agreed to an upgrade and purchase their Personal Security System and I was giving a bunch of extra charges which will be added to my account. I found out that my contract with Verizon will end on November 2016.... NOT October 29, 2017 as I was told by Frontier. I would like everyone to know about Frontier and be careful with them. I definitely will switch carrier.

I asked whether the chat could be emailed to me, and he said they don't do that. I said I'd take screen shots, which he said was permitted. I assured him it was part of my legal rights to have a copy of the chat. I also was told that I'd get a survey to complete in email, but I doubt it. I phoned this morning, and after two transfers, was put on hold again awaiting the 3rd transfer to the correct person. I hung up after 15 minutes. This company scares me. Is there a way to report this experience to the FCC?

When I called the call center at Frontier he told me that the increase was because Verizon had a different way of including their taxes in their packages compared to Frontier. I told the Frontier call representative that Frontier back on Nov 12, 2015 the Frontier CFO John Jureller had promised all former Verizon Florida,Texas and California customers would not see "No Change in pricing after Verizon Acquisition". This is from DSL Report.com. The Frontier call center employee could not get a supervisor on the phone with me so I requested that a Frontier supervisor call me at home when they had time to explain why the increase had occurred without any notification to me whatsoever. He told me a Frontier supervisor would call me back within a 24 hour time frame which is way too long to be waiting for a explanation. This is wrong and not right. Frontier CFO John Jureller has broken their promise to Verizon Customers.

I called every week in May, and most of the time 2 times a week. I called several times in June and then 1 time in July when I thought it had been taken care of. I called twice today (August 2, 2016) and each time it took me an hour to speak to someone. I was told that they were transferring me to Collections to see what the usage was in May and that I would only have to pay for that... I said that's completely fair. Then I get to Collections and the rep tells me that I didn't cancel my services until July 1st. "What? I cancelled my services at the end of April. On July 1st I called to dispute the bill you sent me since I cancelled my services at the end of April 2016." Then the rep hangs up on me.

What kind of company treats a senior citizen like this? Obviously, a company with horrible customer service and record keeping that I will NEVER DO BUSINESS WITH AGAIN. Now I will have my attorney write a letter to Frontier to resolve this once and for all. I don't care how cheap it is, NEVER, do business with them because you can't speak to anyone and secondly, the service doesn't work or if it does it goes in and out. Bad services and even worse customer service.

All this time I have been waiting for a package from Frontier containing my router/modem, that was supposed to be sent UPS. It has now been a week and I haven't received it. So I call Frontier again to get the tracking number for said package, this time I am informed that the tech will be bringing the equipment with him and will leave it on my front porch for me (I was told I wouldn't need to be home for installation). No big deal. Installation day comes, I go to work. Come home, by this time is way passed the time window of when the tech was supposed to be there, and I don't see any equipment waiting for me. I call Frontier. Mind you, each phone call I have made to them has resulted in over hour-long wait times.

Upon calling Frontier this time, I'm told my order was placed in the system wrong so the driver wasn't aware what he needed to do when he got to my house. And she would reschedule me for two more days out. And send me my equipment. Ok, no big deal. The VERY next day, I get a call from Frontier from an UNKNOWN number telling me that my house was NO longer in their service area and my order would be cancelled. I asked about my deposit being refunded. The man said "FINE" and then hung up. The next day comes, about 8 pm at night and there's a knock on my door, it's UPS with my modem. I call Frontier yet again, this time I'm told I have active service and to plug the modem in and I should be good to go.

I made the lady wait on the phone with me while I hooked everything up. Still no internet. I let her know this and she transfers me to the tech department. Another 45-minute hold, tech answers and tells me that I in fact do not have active service but it shows I do have an installation appointment for the next day. So the next day comes, I go to work, come home... you guessed it, still no internet.

I call Frontier, she pulls my account up, tells me MY ORDER HAS BEEN CANCELLED!!! I ask her by who, she says that the customer cancelled, meaning myself. By this point I am IRATE. I told her that is probably a good thing, and to please issue a refund for my deposit ASAP. As I am writing this, over a month later I am currently on hold with this company trying to still get this money refunded to me. Current Hold time- 49 min. 35 sec. This company seriously needs to be shut down. How are they still up and running??!

When the technician came out to install there was no mention that we would not be getting the quoted price. Setting up the identity protection didn't work so we called to just cancel it and found out that Frontier could not honor the price quoted, had no notes for our order and charged us $90 a month instead of $59, included a $128 installation fee, and no amazon gift card. As expected we cancelled our service as the service was the worst ever and Frontier is a lying company. Switch to another company! Don't use Frontier.

But lo and behold I got charged for that upgrade next month (plus additional prorated charges from the previous Month). So then I called and informed them about the issue, I was told that I had a "grandfathered account" from Verizon and adding that complimentary service made the system change my account somehow. The nice operator said she would credit me back the extra charge and fix my account accordingly, I said "thank you". I checked my frontier app to double-check the credit and fixed monthly charge and I saw it fixed.

Then next month came, and yes! The new charge came back, not only that, it brought back with it the difference from the previous month (and another previous month) plus late penalty fees! So I naturally called back, explained my side, and the new service rep said that what I was saying was impossible - that they never give complimentary services for inconvenienced or cancelling customers as an enticement to keep their account, and to top that she offered me a new service that was still more expensive than my previous account and will not give credit from the previous charges.

After all those months of calling them and those lost hours and weekends of dealing with different customer rep with different stories, it was all for nothing. I felt cheated, misrepresented and treated as a liar. Stay away from this company! They are very sneaky, disorganized and dishonorable. I will go with Time Warner now, I had my share of bad experience with them from another property, but at least all their customer reps regardless of different time/day you called know and keep track of your issues and I don't find them sneaky or dishonest at all.

Today customer service sent me over to tech support blindly so I had to start all over again and then this afternoon I called directly to tech support who got to the point where he couldn't help so he said "hold on and I'll get someone on the line" to really only blind transfer me to hold for 17 minutes to start all over again. This is absolutely awful. I really never experienced anything like this. There is no one willing to help.

I asked, what if I forgot my PIN number... crickets and now endless hold. The first guy I spoke to raised his voice at me and lectured me saying he didn't do it. I said, "Do you not represent Frontier?" crickets once again. I just wrapped up the call now an hour in, they refuse to cancel my service and are sending me a PIN via snail mail which I won't receive for several weeks since my mail will be forwarded. If this company is still around in 5 years, then American consumers have lost their minds.

So I reached out again via chat communication to Frontier on 7/25 in regards to my $71.51 credit and was told that my credit was denied despite me being told it would appear on my next bill. In addition, when I called on 6/26 to speak to representative about adding BET to my channel lineup the representative that I talked to told me that the BET channel alongside other channels ie (FIOS TV Preferred) would actually be the same price monthly $126.30 as I was currently paying, so like anyone would say, of course I want to add the package.

The package got added and to my surprise when I received my next bill I see that my bill has increased from $126.30 a month to now $199.04 a month. I was told by a Supervisor (Linda) during my chat on 7/25 that there is nothing that can be done and that once a change was made my account it took off all of my grandfathered credits from Verizon which were: OTHER SERVICE CHARGES AND CREDITS Voice Discount -14.99, FiOS TV Promotion -5.00, Video Discount Term 8/14/15 - 8/13/16 -10.00, Video Discount Term 8/14/15 - 8/13/17 -10.00, Video Discount Term 8/14/15 - 8/13/18 -10.00, FiOS Discount Term 8/14/15 - 8/13/18 -40.00, FDV Administrative Charge .99 Courtesy Service Credit -25.89, TOTAL OTHER SERVICE CHARGES AND CREDITS -114.89.

I was furious. I was lied to and I told her "do you honestly believe that if I would have been informed that I was gonna lose my previous Fios discounts and my bill would jump from $126.30 to $199.04 that I would have made the change." She then apologize but that does nothing to rectify the situation. She also informed me that she was putting in another request for my $71.51 credit and for me to check my account within 3-5 days to see if the credit was approved. Well it's beyond the 3-5 days and to date my account still hasn't been credited.

I'm still receiving slow internet connections despite an operator telling me that my connection is 50/50. I am writing this complaint because I want Frontier to stand behind their word and if these conversations are recorded like they claim they are, they can hear the representative on 6/26 telling me the new channels would be the same price and not informing me that any changes would delete my grandfathered discounts. I am requesting that Frontier not only credit me the $71.51 credit but that they also put back my grandfathered discounts from Verizon putting my bill back to the $126.30 monthly or I'm gonna have to go with another cable company of whom stands by their word and cares about their customers. This type of service is unacceptable.

I called again and again until I was told that there was an open ticket for repairs on the 29th. Even when I explained that without the internet my business could not function they sent someone until Friday July 29th in the afternoon, who spent 4 hours in the restaurant until he found out that the account had been screw up on the 20th of July. I called again and demanded that my service be connected that day and was told not to worry and that the ticket had been escalated to a higher tier and given priority and was going to be fixed before the day ended that Friday. I called at the end of the day Friday because I was still without service but I was basically laugh at because nobody knew what was going on and the service department was already closed. Saturday came and nothing was done, I am still without internet and telephone service.

Every time I have called customer service I get re-routed somewhere overseas. I have spoken with people who keep apologizing: "Sorry, I understand". I requested to speak with a manager and obtain the same answer: "Sorry, I understand". I tried in getting customer service in Spanish many times and the customer service overseas had some "translator" maybe google translate, making the translation to English repeating my problem, my sentences and apologizing at every other word but without any result.

I have cancelled my account by email, phone and written letter, and have demanded that early cancellation fee be voided as well as my last bill's charges as I have lost sales, time, and peace of mind due to their negligence and lack of consideration. I have logged over 5 hours of phone calls since the 27th. Finally I want to tell you that this company [Frontier Communications] is the worst company I have ever had. They have terrible customer service and their overseas employees are an abomination who cannot be sorry because they do not understand.

My complaint is that I am paying full price for DSL service and have intermittent/unreliable connection. I have had 30-40 techs at my house over the years. They contradict each other regularly. They have installed a dedicated DSL line, swapped my modem for the best/state-of-art model. Still, poor reception. Note: It is not my computer or wireless, as they like to blame because I do not have this issue elsewhere and the issues happen when I make a wired connection as well. This is a Frontier infrastructure issue.

Last year, a CSR slipped and read a screen that said due to outdated equipment at the Frontier hub (3 blocks from my house), "customers must expect intermittent connectivity." So, I was - and still am - paying full price for them knowing that they are providing less than full service. After contacting the Area General Manager, he reluctantly gave me a very small (equivalent to a month or so charge) and acted like he was doing ME the favor. He promised that the upgrade to the local hub would be complete Fall 2015 and would solve the issues. It has not made any difference.

This past week, on Wed. 7/20, I called to see if there was an area-wide outage and spoke with a kind, knowledgeable CSR who said she saw a break in the line between my house and the hub. Yay! Finally, someone looking at the system and not blaming me, my equipment or house. She told me the earliest it could be worked on was Monday, 7/25. On Monday, I got a phone call saying it wouldn't be worked on until Friday. THURSDAY, a tech calls to say he will be coming to my house - something I was assured would not be necessary. First, I work.

On Thursday, I had a full day of back-to-back calls with clients and needed the Internet, as crappy as it was. The tech knew nothing about the situation and was annoyed that I wouldn't allow him to shut down my service "to test." He said he would "reschedule" and I insisted they keep the Friday appointment that was already set, as I had cleared my schedule. Friday came. NOTHING happened. No word and crappy Internet connection.

Saturday, 7/30, I called to see where things stand. (A side-note: I also noticed that the tech phone numbers disappeared off my cellphone call log). I was told by this CSR, that there was a note saying someone called on Wednesday and "couldn't leave a message." Which was a lie. She did see that the tech was supposed to do the work on Friday and there was no note showing that he did. She finally said that she'd put a note in my file that I called. I told her to do so, but that I didn't believe that a message would make any difference. I escalated the issue and asked to speak with a supervisor.

As I was waiting for the supervisor to call back, a Frontier tech showed up at my door - without calling first. He insisted that "the system" shows I've been "up" for the last 9 days. I told him NO, it wasn't and it was not a good time to come into my house (I hadn't even showered yet), that I would appreciate notice and coordination and that they needed to look at their system NOT to disrupt my day just to unplug and plug in their super-duper modem (trust me, I do that way too often). This guy has been at my house numerous times. All the techs keep going through the exact same motions which are not solving the problem.

The supervisor did call me back and said he would call the dispatch of our local center and central office to figure out what is wrong. Waiting... I used to email the CEO directly and that was the only way I could get any real action. She has since retired, so my plan is to track down the new CEO. I have ZERO faith that Frontier will resolve this issue. I just want some of my money back for the services I did not receive and the time I have wasted dealing with their incompetence and unwillingness to fix their faulty systems. The only other option for Internet service in this town is Time Warner Cable. We need more options.

I called again on 7//25 and called again on 7/25, got transferred and had to start all over a 2nd time. Then told the person who did that wouldn't be back until tomorrow and I would get a call back on 7/26. No call back on 7/26. I was told on 7/27 they were seeing active service at the address. So they didn't turn it off although I had repeatedly identified myself as the owner and that the tenants had left.

I was then referred to Frontier Department #: technician: 800-921-8101. Gave technician gate code. Confirmation number is **. No show for that appointment. Called again on 7/27 given new confirmation ** and removal date of 7/28. Gave them a new key code. Called on 7/29 because they missed the 7/28 appointment, had not returned calls, etc. Left in hold/ limbo for 16 minutes with no human answering. Called again on 7/29 and was left in caller limbo for as long and still cannot reach a ** human being, and still cannot get the unsightly cable removed or buried.

On the Frontier website, they have a nomorobo.com feature to stop robocalls. The process is very easy, but at the end of the process, told not available in your area and to call customer service. So called customer service and was offered another feature for $5 per month. NO WAY... Not paying more money for a phone line that is not usable. Internet speed for Broad Max is 2.43 / 0.66. It's 2016 and this is the best Frontier can do?? HORRIBLE. Needless to say, I am unhappy with Frontier and am exploring other options.

So after many patient tries, I finally reached a person who sounded to be dealing with this kind of issue and I was told that he would have the bill corrected for this month and that I would pay 85.00 or so this month onward. This call happened at least half a month ago. But I do not see the bill corrected yet so I called them again, only to hear I should wait or I could pay 200.00 now and later the difference would come as my credit. Do customers have to understand and pay ahead of time while the company admits they have made a mistake? Possibly they will give me the credit if I pay the bill of 200.00, but what if not? I had a very bad experience with a certain telecommunication company, so I'd rather not pay the wrong bill now and wait for the credit to come. What do you think?

At one point they corrected which showed online as a credit but a few days later the credit was gone and I had to start all over again. Also they discontinued a promotional discount from Verizon under contract and even though confirmation showed on a prior "Frontier" billing statement they would not acknowledge. They lie to you. I've had more than one tell me they are in Allen Texas when obviously they are in India. Fios Verizon abandoned us and even though they had issues nothing like Frontier. Since they have broken their contract we think it's time to break ours.

I had a conference call with the third party verification center representative and a new date was set for Wednesday July 27. On that day no one showed up to make the installation. I called the order center and the representative said that the third party verification center again failed to verify my authority to change phone carriers. I was livid. I asked the representative for the direct phone number of the third party verification center and she said she was not authorized to provide me with that number. I would have to sit through yet another conference call with this order center representative and the third party verification representative.

I asked the third party verification representative what had happened. He said it was the order center at Frontier Communications that was at fault. The representative from Frontier said that the third party representative was at fault. I yelled at both of them and demanded an explanation. The Frontier rep said she could resubmit the order but it would take approximately 15 days to process. I said that this was totally unacceptable. A compromise was reached when the third party rep said he would verify my information immediately in order to speedup this process. I am still waiting for a call back from Frontier as to when they will send someone out to set up my phone and internet service. I asked where was the location of the Frontier order center. The rep said El Salvador. Now I know what the problem is. If I could give half a star I would.

I have elderly in-laws with health issues, and if my phone is out so is theirs. They are our closest neighbors. The lady today did say she would send me papers to be filled out by a Dr for their account to be put on a health status. That won't help if our phones are out and we need an ambulance. We are going to be checking into an alternative phone service soon. Good Luck everyone!

When I spoke with Amanda I was advised it seemed to be a mistake and she would correct it. She made some changes and told me the bill for the month of August would be $127 plus tax which would bring me close to the $140 I was previously paying with Verizon before the switch. She provided confirmation ** and said she would also credit my account $27 for the month of July payment which took it from $168.81 to $144.81 and I would receive free internet protection as well. I paid the July bill and we ended the call.

I checked my Frontier account one week later to see that there was still a $299 charge for the month of August that was not corrected. I called and spoke with Nick who stated that he saw the changes that Amanda was trying to make but they were not applied and he agreed that the price increase was drastic and that someone would call me in 24-48 hours to make the correction because he had to send it to another department. In addition, I asked him for a return box so I could return equipment we were not using. He said he put in the request and I would get it in 2-4 days.

Instead of a box and return label I received a new cable box, cords, cables, and remote. I had to call back to request a return box, note that I received a new box that I did not ask for and four days had passed and I did not hear from anyone regarding my bill and this time I spoke with Dominic. Dominic told me there was a ticket open to resolve my issue and I should get a call back in 24-48 hours. He put in another request so I would receive a return box and label that I would receive within 24-48 hours (confirmation **).

I received the return box two days after the call with Dominic, but did not receive a call back to resolve my billing concern. After an additional three days I called back today and spoke with Velvet who said the note/comments did not apply that a discount was made to the account, just a few credits but not for the $299 in question. Velvet informed me that although I was advised the issue was sent to upper management, there would be no one calling me back, because customer service reps tell customers that they will receive a call back to get them off their backs when there is a complaint.

I asked to speak with a manager and she said a manager would not tell me anything different than what she was telling me because my bill increased due to changes I made to the account because my account had to be bundled in order for me to receive a discount. She said she was trying to help me and did not connect me to a manager. I already had a bundle prior to Frontier taking the account from Verizon. She told me I made changes to the account WHEN I DID NOT! I have the exact same services that I had with Verizon. The issue I had was that I went from paying $140 per month to being charged $299 per month for the exact same services which do not include high speed internet, more than one phone line, or movie channels. She kept referencing me paying the bill late, which I did because I have been trying to get this resolved, but may I add paying the bill late has nothing to do with my concern.

She went on to say there was nothing I could do because the charges are correct, everything the other reps told me was not correct, and I am being charged for Amanda making credit changes to the account on a prorated amount and that $299 was an accurate amount for my services. I asked "how is there a prorated amount being applied when Amanda said she was making a price adjustment to the account (one in which she stated was approved by her manager after placing me on a brief hold)." Which meant to me and Amanda confirmed that the $299 charge was being changed to $127.00 plus tax and equipment fees.

Amanda advised she could not give me a complete total because she did not know what the fee and taxes would total, but she estimated it would be close to the $140 I was paying. I did ask her if there were packages available with the EXACT services I currently had at the same prices I was currently paying with no contract. I was prepared to pay the $168.81 charge for July and Amanda said she would apply a discount to bring it to $144.81, which I paid.

I understand it is a different company and Frontier prices may be different but I was never informed that my bottom of the barrel services would double for one month of services and every time I call to get clarification I am getting different stories. I was told I am being charged $54.99 for Fios 50/50 but the bill says $79.99. I was told the internet protection was free but I am being charged $9.99. I was told I have to pay prorated charges because I questioned my bill and changes were made.

The increase in one month is $154. This is ridiculous. When the switch was made from Verizon to Frontier, I did not have access to my phone for almost two weeks, we ordered movies that we could not watch but were charged for, the internet didn't function without interruptions, and we lost channels that we did not have access to including on demand services. I understood that with the switch there would be some issues and I gave the company the benefit of the doubt. I chose to continue with Frontier for convenience, but have been very disappointed with billing and customer service.

I tried two online chats to prevent getting upset with a rep and snapping on them and before the chat even began Hannah and April on two separate connections disconnected the chat. I worked for a major corporation in the HR department for several years and this is not the way to deal with customers. Nothing Amanda, Nick, or Dominic advised has happened, and now Velvet is saying there is nothing that can be done. This isn't right!

7/21 Thurs - I called to set up service again. They said they would be there tomorrow. I explained it needed to be done before 3PM. 7/22 Fri - No one called. A tech came after 3PM and left a note on the door. 7/23 Sat - Spoke to a supervisor. She said our contact number was the fictitious number every acct has. That's the number the tech was calling. Not the correct one in our notes.

7/25 Mon - My husband spoke to another supervisor Corey and he said someone would be there 3-5PM. They would pay the tech overtime to get this taken care of (NO ONE CALLED OR SHOWED). I called 6PM and spoke to a rep (No supervisors were available after 45 min of being on hold. I explained someone was supposed to be there and she hung up on me).

7/26 Tues - Spoke to a supervisor John. Said he would try to expedite the service but the service date is the 31st and that's when a tech will come. Guess we'll see if they show up. I have been yelled at, hung up on, told lies and there have been countless errors on their side. I don't see how they can run a business based on such bad customer service, I wish more than anything I could just cancel my contract and hire another company. I cannot express enough how bad their service is. FYI - last year when we originally set up our service no one called or came out the day they were supposed to show up. They claimed they would give us a credit but when I got our bill and called about the credit they said it wasn't in their notes therefore we didn't receive anything.

I asked for refund (or waive) for the service not delivered, she said that it is my fault. I asked the supervisor for the address of the corporate office for Frontier and she said that she has no knowledge as to where the corp office located. She also said that she is it, and that she does not report to anyone. I do not know who to talk to nor where to complain as the connection to the internet, even to perform simple search is extremely slow. I called again and was not able to talk to anyone. Frontier is the worst communication company to work with, and internet access via Frontier is the worst ever.

Next came my first bill. My internet was quoted for $54.99. I was being charged $99.99. Security quoted at $4.99. I was being charged $9.99. Rental equipment was the same but the installation fee that was supposed to be $80 was $124? The fact I was even shared the installation fee after I had to wait until the following week and take another day off work was ridiculous enough. But for everything else to be misquoted is ridiculous.

Then started the calls and holds. Roughly an hour calls each time and holds always over 10 minutes. A guy helped me out and told me my bill was altered and will reflect the proper charges I was quoted. I went online to pay my bill only to find out that my account was locked "for security purposes". Called tech support and they had me go online, download a zip file, and run the file. It showed that a person needed permission to access my computer. Being that I was not on my internet service but someone else's I declined and told the lady for the second time I was not on my internet since my computer was not working.

She then got the bright idea to reset my password. Something I feel would have probably been easier and the first choice they would go with. Wrong. I entered the password and it did not work. Still locked out. I told this to the lady. She did whatever and told me to try again. Still nothing. Maybe she didn't understand me when I spoke very clearly that it still locked me out because she ended the call. So I called back. Again. An hour and 13 minutes later my account was finally unlocked.

While I was on the phone I decided to figure out why my bill was still incorrect. A lady helped me out and put a note on her supervisors desk because he/she was conveniently out of the office and handles everything her $25. They told me I would receive a call, today July 25th. And to a shocking surprise I received no call. I called today and was told that the supervisor was still not in and my adjustment is still pending approval. I checked online before writing this and it seems that I have new charges on my account, more than likely my next bill cycle, yet they are way more than what my bill should be. AGAIN.

I have yet to pay my first bill. I have yet to see a solution to any of my constant problems. If I would have seen any of this coming I would have gone with Time Warner or Comcast even though I would have had to settle for 50/50 internet for the same price range. It's ridiculous however things are being ran and dealt with at Frontier. I'm about 2 seconds away from cancelling everything and going with someone else. It has been nothing but a nightmare and they couldn't even lube up their middle finger before screwing me since day one. It seems almost useless to try and call to get anything handled. My internet may work and work fast, but that seems to be the only thing that's right about Frontier for me (at the moment). They need to figure their issues out or maybe have Verizon school them on how to do things the right way and not screw people around or lie to them. Completely dissatisfied, completely irritated, stressed and pissed.

Try it yourself. Call 1-800-239-4430 and follow the prompts to get to technical support. Just try it. You owe it to yourself. Maybe you need a good laugh. Or a bad surprise. It is all available compliments of Frontier Telephone Company. How can a telephone company be unable to provide an intelligible telephone connection to their own technical support department? This is ridiculous. It has been this way for years and they will not or cannot correct it. Frontier Telephone Company NEEDS technical support. They are unable to provide it and they should try to get it elsewhere for themselves. I am going to cancel this relationship and go completely to a cell phone. I can't stand it any longer. What on earth is going on?

I have phoned and live chatted with Frontier too many times to mention and never any resolution. You can not change your services, add, upgrade, downgrade and/or cancel online. You have to call and wait on hold for over an hour, and then still no assistance. FRONTIER is awful. They just say, "Be patient, we are working on the problems." Well, 4 plus months later the problems are still not resolved and growing, and they have NOT REDUCED their BILLING at all. In fact, they have increased. DO NOT BECOME A FRONTIER MEMBER!!!

Every time I call, I am told that they were awarded a federal government grant, and they are in the process of upgrading the mainframe because the lines are old in this area, but they don't have any date as to when the upgrades will begin. They have us in a corner here - they are the ONLY ISP in this town and the surrounding area, unless we want to pay an arm and leg for HughesNet! It is RIDICULOUS! What am I paying for? I pay $29.99 a month for web pages to load every 3 minutes! I have asked other Frontier customers to call tech support and customer support and complain. Complaining to Frontier does absolutely no good! My latest speedtest.net results are here **. Their comments about my town having old lines, or whatever, is a bunch of bull!

I contacted Comcast to see if they can provide service to my community and they said that Frontier has a signed contract with the county and that no other ISP can provide service here! I complained to the FCC and Frontier sent me a letter saying they have no plans to upgrade anything here! I had a PR person from Frontier call me about 4 months ago. She started shouting at me when I said that her company has a monopoly here! She said any ISP can provide service to this community. If that's the case, why can't Comcast set up shop here? How can one company monopolize an entire area on the map without us having any other options? I contacted the FCC again. I need to know how we can come together in my community and get something changed here. This is utterly ridiculous!

When the installer miraculously did show up, it took him 5 hours and two trips to my apartment to get the cable set up. I asked him not to leave until everything came up and was working, but his schedule was so backed up that he left before that happened. So sure enough, after he left I discovered that my services were not properly installed and I did not have all of the channels I requested. So, I call them again and I'm told they cannot work on my account because the installation ticket is still open and to call back the next day. I wait another day and call again. At that point, I was told that all of my channels would be activated by midnight. I went to bed and checked the next morning and they are still not activated. So, I called again and I was told my channels would actually be activated in 2 more days.

Every other cable company I've ever had can do this sort of thing instantly by flicking a switch or checking a box. It also seems they have scheduled an appointment for some unknown reason. I do not need an appointment. At this point, I have had made 8 phone calls/chats to customer service and waited 4 days to try to get this issue resolved (and the whole issue would have been avoided if they simply installed the services I initially asked for on the day they installed everything).

Currently, I am still on the phone trying to get it solved and I have been on the phone/chats for at least an hour!!! It should also be noted that each time I call, I get told something different and that these people seem to have no clue what's going on or when or why things are happening. I also did not receive an account number or any paperwork at any point in this process. The levels of incompetence at this company are simply staggering. They make Comcast look like geniuses.

When you ask them to cancel the service, they will tell you it is cancelled, but you will keep receiving bills from them and you have to be calling many many times just to be able to cancel, because, the service too is very bad. They give you internet below 3 Mbps even when they promise you much higher speeds. Stay away from this company or it will be your headache.

Now knowing full well of all the problems Frontier has had with the takeover of Verizon's Fios division, I decided to go with Frontier because it was either them or Comcast which is cable. I go ahead and contact them through their online chat system on the 12th of July. First making sure that my new address that I was moving to was capable of getting fiber. She went ahead and started creating an account because they needed to do that first for some reason before they could check an address. Weird. I went through the process anyway. I got confirmation and I said to go ahead and set me up with the 100/100 package of just internet. She tries to get me an appointment of the upcoming Friday (the 14th). I proceeded to give her all of my information and after about 45 min of going through this whole process she says she ran into an error. She didn't understand the error that was occurring and told me that I should try again in 24 hours.

Well problem with that was I would have been on the road driving to my new apartment. By the time I got to my new apartment their support was long gone as far as orders go. The next day (Friday the 14th, day I should have internet hooked up) I contact them via the phone. I give the nice lady on the phone my order number. She tells me that the problem with my order is that I need to fill out some paperwork to verify my identity. WHAT?! Literally dumbfounded. I have never ever in the 16 years of paying for my own damn internet has it ever occurred that a company has had to verify my identity. I ask her, "well what do I have to do? Can I go to a store front of some sort and fill out this paperwork?" She tells me that they most likely don't have the paperwork and that she'll have to mail me that paperwork. I have her send me the paperwork anyway but I tell her that I'm going to go to the store front anyway.

She says that I can try but if they don't the paperwork she is going to mail me needs to be notarized. I just moved to this state and now I have to find a notary?! WHAT?! I hang up with her and proceed to the nearest Frontier store front and the guy there was like, "Ok what forms of identification did you bring?" Apparently I needed two forms so I went back to my apartment, dug through boxes to find my birth certificate. I went back and gave them my Driver's License and Birth Certificate. They took copies of it, had me sign the form and then I was told someone was going to call me when everything was confirmed. Can you guess what didn't happen?

So after never receiving a phone call by the time Monday rolls around, I call in and ask what is happening with my order? "Oh it says here that it's just waiting for payment." "WHAT?! Isn't someone supposed to call me for that? I did all this paperwork and it's in your hands now to tell me if I need to make a payment right?!" So I give her all my payment information (again) and she sets me up with a Wednesday install date. No time, just to expect them on Wednesday. Guess what didn't happen?

So here I sat and waited alllll damn day at my new apartment waiting for this guy to show up and nothing. I tether my phone to my laptop to check on the status of my order and it just says, "processing". Not sure what that really means I proceed to call them again on the phone. She asks for my account number and I'm like, "How can I have an account number when I've never been given service? I have an order number, will that do?" Turns out nope. So she looks me up by name, phone number, and address. She goes silent, a minute goes by, 10 minutes go by, nothing. I keep checking my phone to make sure the line is still active. Eventually she comes back on the phone and tells me, whoever I was talking with didn't set up an appointment correctly. WHAT THE **!? SERIOUSLY!? You can imagine that I was extremely pissed on the phone with her.

I tell her that she is going to get me someone now. She tells me that she can't do that. The only thing she can schedule me is Monday. I of course tell her that, that isn't acceptable in any way, shape or form. She still says there is nothing she can do. I make her get someone else on the phone. Her manager gets on the line and I explain everything above with a whole lot more color to my words (I'm really good at that). Then he proceeds to tell me that I'm being very disrespectful. Ummm, excuse me?! Disrespectful is providing a service that you are incapable of delivering! He obviously didn't care. So I proceeded to tell him part of the reason why I was seriously, seriously pissed about the situation.

I provide remote IT assistance to a group of clients that, hey guess what?! Requires an internet connection and that every day I don't have internet is costing me money every single day. Every day that goes by that I can't provide means someone else is getting to them and not me. Not going to go into the details of how much money that is but it's a livelihood. He sounds like he can understand why I'm seriously pissed and says the only thing he can do is escalate my order by putting in a request to have it done sooner. Guess what didn't happen. So here I am, eight days later and still nothing. Monday is their D-Day. I don't care what respectful means, I'm going to lay into whoever gets on the phone if this doesn't happen. Am I mad? You damn ** right that I'm mad.

I call Frontier again and speak to another rep and explained my situation to her. She said she couldn't do anything about my previous experience (in other words she didn't want to hear it). She then mentioned that the rep I spoke with earlier had cancelled my service order and that no modem had ever been mailed because the techs had to come to my home first. She added that I needed to make a 56 dollar deposit which would be refunded to me after 12 months. I asked why the first rep hadn't charged me that. She said it was to secure my order. She goes on to say that after the techs go to my home in a week they'd mail me the modem. So I estimated 2 weeks and told her that it was a long time without internet for me.

Her reply was, "So did you want me to deactivate your order?" 3 out of 3 reps I spoke with showed no experience dealing with customers. What does it take to get internet with Frontier? I'm thinking if this is how they are treating me as a new customer, how will they be when I am stuck in a 2-year contract with them? So my reply to the rep was, "Yes, and thank you."

This company is a joke. All you have to do is look at their reviews from customers over the last several years. What I want to know is how in the world did the FTC think that this would be in the benefit of the new customers Frontier would be taking on, all of the data they needed is in the company reviews!! This is like giving a convicted bank robber keys to the safe and telling him NOT to take advantage of the situation, REALLY!!!

I hate to do it because from what I hear Comcast is not much better but that's the only other choice in our area because of the monopoly that is allowed with cable companies, but I'm hoping at least Comcast knows their head from their **!!!! Over 9+ years with Verizon Fios and NO major problems, just under 3-months with Frontier Communication and what a FRICKING nightmare!!! Way to go FTC - thanks for looking out for me and every other customer that's now having to deal with this company! Hello Comcast... Can't imagine things could get worse!!!

We've called numerous times and were told we'd have it by a specific date, which has come and gone. The customer service rep even told us we'd get Showtime for FREE for 6 months for our trouble, which hasn't happened yet either. I called once again today to find out where the battery is and I was told they couldn't talk to me because I'm not authorized to handle the account. Are you kidding me? The Verizon account was in my name. I added my husband to the account. I've talked to Frontier numerous times since the switch from Verizon. I'm even the one who ordered the service to be done, and NOW they won't talk to me!?! That's it! We are done with Frontier! Not only have we had this problem, but the cable service has had problems and I just don't have it in me to tell you about everything. I would not recommend Frontier for any services they offer!

June bill comes in, 513.09, again several calls to customer service. They had no record of the service being discontinued and continued to charge for service. Again, I was told it would be corrected on the next bill. July bill is in in the amount of 718.64. Again, I called to explain that service was disconnected. I am checking the balance online today 7-22-2016 and the balance is still 718.65. I am so upset and frustrated with this company. Clearly no one knows what is going on and apparently don't care about servicing me. This account is past due and I am afraid it may affect my credit. I don't know what else to do.

Yesterday we were told it was due to a government agency holding them back. Today, they absolutely refuse to let us speak to a supervisor. We've had no internet for a week, and today they finally gave us a service ticket. We've been on the phone with them multiple times a day since this particular outage. Oh, and they finally got us to a supervisor, in the wrong department... After hanging up on us by no means are we being aggressive or threatening on the phone towards the employees... We work in customer service on phones all day, too. The behavior they have on their end would get us fired from our jobs. Unacceptable. Unprofessional. Disgusting service.

On July 7th the repairman came, then left. The wifi still was not on and he did not communicate to me that he was returning. So I had to call the "800" number and go through all the recordings to get to a tech support person who was not familiar with the case. The tech repairman came. He got the internet going, but it was slow. Within hours after he left, it cut out again. Another repairman came the next day. I took time off from work to be home when he came. He came inside this time. Said there was a fault in the phone jack so replaced it. He left. It worked for two weeks then cut out again on July 19th. Again I called and even though there is no holiday and this is a situation I've had a repair on before, they still scheduled me for July 25th.

So I am again without internet service for a week. I am very frustrated with this. So this is two weeks this month w/o service. I assume my bill will not be discounted for this period. I feel the wait period for repairs is unreasonable. I had requested a new router when they came previously but they would not give one. The one I have is 2 years old. It is probably the culprit. Also, whenever I call Tech Support, the phone connection is horrible and I can hardly hear the person I am talking to.

When I called Frontier again about a week later to find out what is my final monthly payment they told me $178.00... I decided to only take only the local channels which is only $12.99 and added the Disney Movies for another $5.99 monthly. When I called to see which channel is the Disney channel on... they told me that in order for me to watch the Disney Movies I had to purchase them... I also have tel service and Internet. First they told me at the store that if I remove the tel service it was only $10.00 less in my bill. Over the phone they give me a price of $29.99 for the tel. My internet service is $89.99 according to an agent but another agent tells me is $54.99. Very confusing.

In overall... this company needs replacement and is the worse cable company I have ever deal with. No one knows what the heck they are talking about. They give you the wrong information all the time. Even at the store... I would not recommend them to anyone. They need to be investigated and check what they are doing to other consumers like me.

I simply said "I never used nor activated the service and shouldn't be charged." I asked her "can you not tell I've never used this service at all?" She said all she can see is the activation date. She carelessly said I had to talk to sales and transferred me to them. I waited for someone to answer in sales, nobody ever came to the phone. Total call time 1 hour, nothing resolved. This is the worst customer service ever. They are incompetent and don't care. The girl didn't even seem like she believed what she was saying.

Next day a drunk serviceman shows up and after 3 hours I found him sound asleep in his truck in my driveway. Had a hard time waking him up. His only comment was that it was still broken. Called back again and eventually got it fixed 3 days later. Wanting no part of this dysfunctional company I ordered DirecTV, cancelled my Frontier FIOS and the Phone. Next day the Internet goes out again but is fixed the same day.

Now I only have Frontier for Internet and they are still killing me from the grave... My July billing still includes the cancelled TV and Phone and I'm on my 3rd live chat to get fixed. I asked them where I could take the DVR and HD Receiver box and they said they would get back to me. Yesterday I received only one return box and it is not big enough to fit even one DVR, cable and plug. Of course there was no tape to close up the box. I am very happy with DirecTV and would warn others to steer clear of Frontier for at least a year until they can find their own tail.

Moreover, the internet goes on and off daily preventing to process credit cards as this is the restaurant. We lost so much business and top of that very angry customer as no one pays for cash anymore. Again, after so many calls, the tech was dispatched after 10 days only to discover that someone has switch wrong cable at the main center and will take two days to correct. During all this time the downtime caused huge loss of revenue. Emails to President did not avail any response. This company just does not care. We feel so helpless as there is no other company in my areas to provide the services.

They gave a very sarcastic answer saying something like "Oh really? Wowwww..." but yeah from then on I thought I was done with them. I picked up and easily installed my equipment from Time Warner Cable and had everything working then a few hours later these 2 guys come to my door saying they're from Time Warner Cable customer service with their notebooks or iPads or whatever they had in their hands. They started asking me how I like the service and how long I had it, then on within the conversation they remove their notebooks from their chests and you can see the name badge with the Frontier Communications logo on it posing as Time Warner Cable which is basically scamming... then they start boasting about how their service is faster and I just shut the door on them. Frontier is a waste of time.

They knew what my previous payments were. It's right there in my account. I was fed up with the lying so I was getting ready to cancel and noticed I could get higher speed for half the price. Keeping my email address was very important so I called and got it switched. I asked the agent if I could have HIS home phone number if it didn't go as planned. He said not but gave me his employee #. Then 3 weeks later, BAM, I owe them even MORE money, the original bill plus late fees. Now they are saying that the lower price doesn't exist. They talked to the agent and he said he never said $44.99. It's right in front of me on the screen. I TOOK A PICTURE OF IT. Are they delusional. The offer was Fios 50/50 for $44.99. I said if the offer wasn't $44.99 then why was I prorated $68.38. That was partial of the original bill plus the $44.99. He had no answer for me.

Now they want $54.99 a month and telling me that my bill changed when I was with Verizon which is a lie. I have my Verizon bills and they are all for $40.37. I paid Frontier 80.37, maybe that's what they tell everyone. It's not the money, it's the fact that this very large company can get away with whatever they want and not be accountable for any of it. They keep lying and every time you call they give you a different answer. Now I'm promised a supervisor will call me back, and by the way the supervisor is standing right there but is too afraid to talk to someone who is making sense. I'm not holding my breath and I can guarantee that nothing will change.

A few days ago, we woke up to no service whatsoever (all 3 services). Tech said, 'Well, Ma'am, we have an order here to disconnect. We don't know why or who did it. They don't tell us that." Then Customer Service said, "Oh, I see a ticket to disconnect your service... hmmmmm... But there's no notation with it." I say, "Tell me who made that order and when, because it sure wasn't us, the customer."

Getting it back on has been hellish. Along the way, I'm told things that are consistently contradicted by later service reps, so I really never learn anything useful. Most recently, I was told that, "Your TV packages are so old! They're from 2009! So from time to time, Frontier will drop stations within a package. They change it up." WHAAAT?! We buy a package promising A through X, and along the way, without notice, D, R, S, and V just disappear? What kind of sales practice is that? This is a total nightmare taking many, many hours, and causing great emotional stress. It is almost FOUR MONTHS since they took over, and they still don't have their ** together.

As of today, they have only credited back a small portion of what they have already over billed and promised they would fix. They now need to credit over $400 back to my account and correct the amount I'm over billed for any future bills. My bill should be approximately $160 each month for internet and TV but some months it's randomly three times that amount. Each time I contact Frontier they claim it will be corrected, and they say "we understand your concern, rest assured, we will correct the problem," and they never actually correct it. It's just a bunch of lies and empty promises by Frontier. I do not understand how this company has a business and hasn't been shut down already.

Finally, their employee arrangement and hierarchy on the phones is an interesting and connivingly strategic one. All profit generating calls (ie: sales) are answered by educated english speaking natives. The billing and complaints departments, however, are staffed by low paid, under qualified, likely outsourced, staff. They make it incredibly difficult lodge a complaint and/or correct problems. Frontier is absolutely pathetic, immoral, and surprisingly proud about those facts evidenced by the thousands upon thousands of other customers writing nearly identical, frustrating 1-star reviews and whom have been doing so for years. How the CEO sleeps at night is a true wonder.

A couple weeks went by and the internet and television went out again completely this time. After several hours on the phone with a technician without making any headway, Frontier was forced to send a technician out to the house and fix things himself. Still, we had to wait until the end of a holiday weekend for someone to come out. By then our service was literally out for two weeks. I asked the technician questions about the fiber optics because we were having constant problems and the tech told me that Frontier does not employ or know much about fiber optics and relies on another subcontractor to handle that end of the business. I thought about changing my service to someone else.

I called the company and sited the problems we were having which they continually promised they were fixing and I should just be patient. Besides that, I was told I would be charged an early cancellation fee. I found this peculiar because I had already fulfilled my two year contract with Verizon before Frontier became my service. I never agreed to swap service to Frontier, was never given information about the changeover deal nor information about who Frontier was or any notice of rules changes. I was never told I would have to pay more for services. And I was never told that my contract would be reenacted for an additional time limit, and I was never told that not only would I receive fewer services than I was receiving from Verizon and my monthly charges would probably increase, and that the opt-out fee had been tripled too (I think I was told, but I can't believe it) from $200 to $600.

I was told, after the fact, that if I examined my agreement with Verizon, I would find that all these things were already defined within the agreement. I think the fact that the agreement was unclear and involved contradictory information, along with the fact that we received no prior notice, automatically should give prior Verizon Fios customers an unlimited period to opt-out of the agreement and stop service at any time. The law used to provide for these provisions at one time. What changed to restrict our rights and give corporations greater rights over people?

I recommend that each of you contact your Utility Commission and file a complaint because that's the only way to get change. Frontier will charge you full price for providing poor service and if you break your contract they will charge you an early termination fee and if you do pay it they will trash your credit! The only leverage the consumer has is to report these issues to you state utility commission that's where we have leverage.