Frontier Communications Reviews

There is no way I can even begin to convey my disgust and frustration with this company. I, too, was told I would have to pay "early termination disconnection fees" for contracts that I was never made aware, when attempting to cancel phone service. Along with others, it's the only phone company in my area. My plan of attack, after being so agitated with their "Customer Relations" representative - I filed a complaint with State of Michigan Attorney General. This was after already contacting the Michigan Public Communication Commission. They filed a complaint on my behalf, and that is when I got the so-called "Customer Relations" representative.

This representative had the audacity to insinuate that the billing errors were because I call monthly and change my service. Then he went on to blame Apple for discontinuing their gift card promotion. I said that it wasn't an Apple promotion, it was a Frontier promotion (I can feel my blood pressure rising as I type). I'm hoping that the Attorney General is able to help because, in my opinion, it is beyond fraudulent, with illegal coming to mind, the business practices of Frontier Communications. I urge each and every one negatively impacted by this company to take the same actions. I hope there is power in multitude. I apologize for random thoughts just shooting out - more organized with dates and times of incidents when filing official complaint.

I had my same telephone number for thirty-five years. It's gone - no use paying for what isn't. I took the telephone box off our house, but no one will tell me where to mail it. We decided to go with cell phones because of my health. We cannot afford physically not to have reliable service. I'm seventy-two years old, and never have I dealt with a company of this magnitude that doesn't value their customers. I couldn't even get anyone to give me the number or address to their complaint department, but it is a fact that this company doesn't want to hear from their customers. They do not run a company to be proud of. Their poor employees - what they must go through to receive a check is more than I can imagine. This company is abusive mentally to their customers and they are all about the dollar. If they were good, I wouldn't find myself in this position of contacting you.

He said the prior rep was wrong. I said considering my long list of issues, now they want to force me to keep crappy service after I was told I would NOT be charged any cancellation fee because of the issues and I'm keeping my internet service. My line noise is back and they said, “Sorry, we might fix it on June 26, 2013.” I told them, "You made me wait two weeks to repair my phone and internet issues and now, another few days longer?" They have an office off Main Street and they cannot make me the first stop tomorrow in the morning. What in the heck is wrong with Frontier? I only want out from my phone services and them to honor the promise of not charging me cancellation fees, honor the extra credit of $5/$10 off per month as a courtesy for all the continual grief by them. Do not get their phone services. Please someone help!

Now they have raised our bill telling us that it was a one year promotional on our DSL (of course, nobody informed us of that either). My wife and I worked for Michigan Bell Telephone, AT&T (not much better now), Ameritech and Southwest Bell (not much better either). I, with 32 years, and her with 14 can say Frontier really doesn't have it together. At this rate, they will lose enough customers (us for one) and probably go out of business. I'm thinking of filing complaints with our Public Service Commission here in Michigan and the BBB. They have lost our business. Even with the cancellation fees, we will be much farther ahead in a few short months.

Unfortunately, I have to switch to Time Warner since they are the only other company to service my area. From the frying pan and into the fire! At least they have 21st century speeds!

I called the Frontier 800 number again and asked for a supervisor. I talked with a guy (he was even a bigger ** than the customer support people) who read me the notes that said direct the customer (me) to delayed orders and gave me the number. He would do anything else for me but that, so I call delayed orders (like I have already today) and got ERIC. What does he say now? The end of June sometime, and he has sent the field techs an email including their boss so it will set some heat on the situation and he apologized. I am getting the runaround. I am not getting anywhere. Completely disgusted. If I could go other place to get my internet, I would but since I live in the country, there isn't much available. Frontier said they could and now they can't.

I just got off the phone with them and now they are charging me a $100 cancellation fee for terminating my one year contract early. The kicker is... I never signed a contract. Their "contract" is a term of service period they put on their bill each month and automatically renew each year. I even asked them at the time of my phone call if they could send me something in writing saying if I moved out of their service area that this fee would not apply. They told me no, that it was always waived if a client moved out of their service area.

THIS IS BAD BUSINESS and they should be punished. I even had the name of who I spoke to and the date of the call where he told me this. They still did not care!! How can you trust anything they say? Not to mention their phone and internet service is completely unreliable in our rural area. If you can avoid using this company, do so at all costs.

Last month my Price For Life ended. It mysteriously disappeared! When I called Frontier, they have no record of me ever having price for life DSL. That's crazy! I've been paying for it for almost 3 years. I've had overcharges corrected more than once and have never been told until now that I don't have price for Life. They don't have any record of my complaint calls when the price would go up either. They can see that I've been paying $19.99 for almost three years, but that is not enough to prove I had the price for life.

First they told me that I signed up for this plan with Verizon before it changed to Frontier. I caught them in this lie because I still have my 2010 Welcome Letter. It is from Frontier, not Verizon. Then they tell me that an audit was done in my area and they've had to go up on my internet charges to put me at what others in my area are paying??? Why should it matter what others in my area are paying? I signed up as a new customer in 2010 agreeing to the terms of a price for life offer. I guess in Frontier's eye, I have died. My price for life plan is gone. According to Frontier it never existed.

I called Frontier and I was told they would remove the bogus bill and at that time I paid the amount owed on the first bill. In February, both bills arrived, exactly as they did in January. I called Frontier, and was assured it had been taken care of and I owed nothing. In March, both bills arrived exactly as they did in January and February. Again, I called Frontier and was told that it was fine, that I didn't owe anything and Billing may take a bit to catch up. In April, it was the same thing. I called and spoke to a Supervisor. She double checked and said someone must have forgotten to actually remove the bogus billing, but she would do it immediately.

In May, one week before I was to close on a loan refinance on my home, Frontier reported me delinquent to the credit bureaus - awesome work. I may lose my home. I called, and was told it was completely Frontier's fault and I would receive a letter stating that and it would also be sent to the credit bureaus. However, it takes the credit bureaus 90 days to remove this. In addition, the letter simply states that I don't owe them any money, NOT that it was Frontier's fault in any way. DO NOT DO BUSINESS WITH FRONTIER.

My response to this email read something like this, “Thank you for your response. I am very disappointed in the fact that I am unable to receive the card. This was one of the reasons why I signed up for your service in the first place. I do not understand the issue. I went ahead and completed the telephone agreement as requested on [date]. I have found several reviews where Frontier has promised the card as part of a promotion when customers sign up. Many customers are disappointed and even infuriated by the sudden termination of this agreement by Frontier. I would definitely like to understand why I am being refused.”

In her response to that, she reiterated the fact that there was no mention of it in the install by offline department, and she is willing to credit me $100 off my bill. I responded with this, "This is extremely interesting. There has to be record of that telephone agreement that I completed around the early afternoon on [ ]. May I suggest that you check this record? On my end it appears that I have played my part, yet Frontier is unwilling to hold their end of the agreement. Shall I say breach of contract? Isn't that not legal? I do not enjoy being taken for a fool by companies who are willing to trick people just so they can sign up for service. Your offer to credit me $100 is not even near what I expected. May I suggest a $450 credit on my bill?"

She forwarded this request to her supervisor which, of course, I never heard from. So every week, I am emailing this woman, and she keeps saying she's awaiting word from her supervisor. I emailed again today and was told that someone was working on it. Well, my husband just walked in with the mail, and this $450 gift card is part of it. I say, don't give up. You are all paying customers. You need to fight these people tooth and nail for what's rightfully yours. Good luck guys!

Why should we keep having to call every month and deal with this incompetent business? We think Frontier needs to either improve their service or be investigated for false charges as my neighbors run into the same problems.

I called Frontier last month to bundle services and try to bring our bills down a bit. They changed our plans, etc. and bundled us with Dish. Since that change and a modem replacement last month, we have had extremely irregular internet connections, which tech support claims is a result of system improvements, and now I discovered I am being charged an extra $6.99 a month for voicemail that was previously part of a package, and another odd charge for class VIP alert. I spoke with a rep named Shonda who offered to take the voicemail charge off and replace it with our $2.99 features pack that comes with voicemail and other features: 3-way calling, call forwarding, call anonymous, call rejections and voicemail. I told her I do not need any of that as my phone was never use. It is here for emergencies and incoming calls from doctors, schools, etc.

She said the voicemail alone is $6.99+tax. If you take digital phone unlimited and broadband max + $2 paper bill charge with a one-year term, it would be $82.98+tax. I only renewed my contract for phone service because the internet issue appeared to be taken care of. Now as a student, I have to have a secondary internet system because all weekend I have no or limited service. I told her I was charged for a class VIP alert which I never asked for so I should not be charged for it. She took it off and credited back my account. The $82.98 fee a month is contingent on taking a one-year commitment. So I will have to take their services for one year and if I cancel at any time, there is a $100 fee for each product. I told her the $82.98 is fine for one year, but I just opted out of paper bills anyway. She said, "Since we are changing in the middle of the billing cycle, you will see some proration charges, but the next bill will be $80.98+tax without the $2 paper billing." In all seriousness, this whole runaround just got me right back on the plan I was originally on, and was not necessary.

On the 24th, we got up and it wasn't fixed. We left for vacation. Several times on vacation, I called to check on it, knowing our answering system will pick up if it is fixed. On the 26th about noon, I received a call from Frontier on my cell, while I was on vacation. I was told the matter had been escalated, that a technician was eating lunch and getting ready to head to our house to fix the service. I was told I could call in 1-1.5 hours and it would be fixed, and again, I was told the rep would follow up with me. No follow up and the phone wasn't fixed.

Friday night, I called back to follow up and was told that it was escalated but they couldn't give me a date when it would be fixed and didn't know why the person had told me that earlier. I was transferred to the escalation department and was told rudely that it was escalated and that was all they could tell me. No more information available. O Monday 4/29, someone said that it was fixed. We were without service for 11 days. It wasn't even escalated until 8 days after the first call, 4 days after they were due. Through many calls, I was told follow up would happen and none did.

On Tuesday 4/30, I contacted them to get a credit for the 11 days without service, as the bill we had was from 4/13-5/12 and since we were without service during that period, I felt like that bill should be credited. The gentleman gave me an $11.16 credit, which seems fair. I had cancelled the auto payment on the bill so I could make sure only the amount minus the credit was paid. On 5/2, the full payment was pulled against my credit card, even though I had cancelled auto payment. When I contacted them on that, I was told the credit was pending (I had not been led to believe that with my conversation on 4/30) and since my credit card was still on the account (I hadn't deleted the card) that even though I had cancelled auto payment, they could still pull my payment. How?

We cancelled service with Frontier and changed to another company. When I had the conversation on 5/2, I was told my credit for the time without service plus the time left on the bill (service was changing 5/3, so they owe us credit from 5/3-5/12) would be sent in a check within 14-21 days. At this point, I have no confidence that credit will be correct. The funniest part is the last person and at least two of the others tried to sell me other Frontier services, asking me to add services. I had to tell them that I can't believe they want me to add when they can't fix what we have. The last person asked why we were transferring services. Really? You are reading my account and you ask why? She offered a deal to get me back but there is no way I would go back.

Is there a bright spot? Yes. When I called the other company to check on service and price, I found out that by switching, I could save our household $30 a month. I wouldn't have discovered that had the service not quit working or the repair been done in a timely matter. This was a huge problem for me as I have a 71-year old husband who stays home during the day who doesn't have a cell phone. So if something happened to him, he would have no way to get in contact with anyone to get help. To have to go 11 days without service is so far beyond acceptable. I can't even begin to describe the frustration. I copied several of the chats at the end in case we don't get what we were told we were going to get, so we have some recourse.

Getting to the right people to get a response is not easy, but I found someone who would listen. I spoke with Nick, who could not get me the deal that was offered, but instead offered to waive the installation fees and give me a year's worth of $5.00 a month credits against my bill. Again, not the $19.99 a month for three years and no commitment for the FiOS, but it was better than what I had. I really did want that $47.99 FiOS with digital phone. Nick provided me with his contact information, both phone number and email.

On the day of the installation, no one showed. No one called. I was very upset. I am already an escalated customer and the install people did even bother to let me know. You just don't do that. I emailed Nick and asked what good was waiving the installation charges when no one bothered to install the service or even call me. About five minutes later, my phone rings and it's Nick to take care of me. He apologized for the missed appointment and got things set up for the next day. He and the powers that be at Frontier, as an apology, amended their earlier offer and gave me the deal that I tried to get originally with no installation charge!

The installers showed up the next day, right on time. They called to let me know they were coming. As we have no garage, the installation was a little different and required some creativity on their part, but they got it installed. Nick and the company have followed up on me several times to make sure that everything is working. I just got a call today saying that Nick had monitored my bill and that it looked to be what we expected. He said I should get it today. I found it waiting in my email, just as he said with the charges reflecting exactly what we had discussed. My services work. The price is what I expected. Nick ** is someone that Frontier should hold as an example of a concerned, professional representative.

When I agreed to the price, I received a PO #. I asked for this in writing or look up on internet, but I was told they don't have that available. I talked with a supervisor today and she is not willing to do any change but could void the contract without any fee. Installation price for TV, internet and phone was supposed to be $29.99. Now, we are charged extra for internet and phone installation plus all kinds of other smaller charges. Right now, I am very frustrated and disappointed, although we are very happy with the picture and sound on TV, which is a big improvement from Comcast. But that is beside the point.

We signed up for Comcast service at 1/2 the cost of Frontier and almost twice the speed access. It took us about 3 weeks to move our computer services to the new connection. I called Frontier Communications yesterday at 4:30PM Pacific time to cancel my internet account. The woman who answered wanted to know why I was cancelled. I told her the earlier story. She was apologetic and asked me to hold while she connected with the department that can handle the cancellation. After 37 minutes on hold (with periodic break-ins from her telling me she is still trying to connect me), she apologized for the delay. I then asked her to add a couple of notes to my account record: My bill states that I can call for billing and service questions from 7AM to 6PM M-F and that I had called 90 minutes prior to the 6PM cutoff. I also asked her to add that she and I were on hold for 37 minutes and that I was going to have to call again in the morning.

I called this morning and started the cancellation process again. The first woman was nice enough. I asked her to tell me what my account notes said. She was very apologetic and read the note to me. I guess I should be grateful that yesterday's person actually did what I requested. Today's person transferred me. After a couple of minutes on hold, a person picked up and promptly disconnected me without a word. I called back and got a new person. I was very terse with him and told him that I was disconnected, and it would be in his best interest to read the notes on my account before telling me anything. He took my phone number in case of a disconnect and then forwarded me again. The business rep promptly discontinued my account, but asked why I was canceling. He never asked about my experience. Only asked if I had a land line account with them.

I will be waiting 2 weeks for my final statement and hopefully, the partial month's credit will be reflected. I'm amazed that the very last person in this line made no attempt to understand why they were losing $120 a month from a customer who had been with them for 8+ years (Verizon prior). Shameful.

Meanwhile, he would replace the old box on the house (it was only 2 1/2 years old). My husband was out of town and returned on the 26th. We still had no phone. He checked the line from our house to the main line which is right below our house and did not see a line down. I called on the 26th and was told it showed the phone was repaired on the 26th. So another repair ticket was made and I was told it would be that afternoon or the 27th because of the length of time it was out. So here it is the 29th and still no phone or internet. I called this morning, the 27th, and was told it would be the 28th. That was the quickest they could get a tech out here.

The tech that told me the line was down is David and I only found that out by asking for his name on the 27th. I do not remember any of the people I talked to but a supervisor named Oakley. And all she would say is we have a ticket for tomorrow when I asked why didn't someone call to check if the phone was repaired (like they always have before). I'm very disappointed in the repair service. I would give a rating of 0 being the worst.

After almost a year, they advised me that they are not giving me the refund I'm supposed to be getting. With all the reference numbers I kept, each one was denied and they pretended they have no clue. Frontier is not really a good communication company to have - overcharging, poor customer service, and a billing department who is incompetent in explaining billing issues. By that time, you end up explaining your complaint and you will be talking to multiple people. It will end up to one year before you settle your case with them, although I'm the victim here, where I was overcharged and refused to settle the amount I'm supposed to be getting. I don’t recommend Frontier. It’s better to research before customers decide. We moved to Comcast because they have a very good reputation, not like Frontier. I will give them a rating of 0/10. I will never get back to open account with Frontier. There are too many communication companies out there for me. Their billing and customer service departments are the most incompetent I have dealt with.

We had ten days of flawless internet service, streaming videos. It was great. And then suddenly, it stopped. A technician was working outside on the road, so we figured it would come back. When it didn't, I called Frontier. This was the start of a dozen or so phone calls trying to fix the problem. I was told they'd send a technician out the next day, between 8 and 5. So I waited and waited. The technician never came. I called that afternoon around 3. They asked for the phone number associated with my DSL, then proceeded to tell me I had the wrong number. After some confusion, I was told that they had changed my number. Then I was told that there was no record of my ever having reported a problem. They said they'd send somebody the next day. I cancelled plans so I could stay home again, but emphasized that I had plans the next evening which I would prefer not to cancel. No problem, they would be out before 5.

The next day, I called first thing to confirm that they were coming and then I waited and waited. I called again early in the afternoon. They were still coming. I called around 3 stressing that I had to leave at 6:30; still coming. At 4:45, I was told that the technician was actually in front of our house. I looked out and reported that nobody was there. They insisted that he was working on it. I said that he must be up the road somewhere because I couldn't see him. I started to get put on hold a lot at this point.

At 5:30, I called again, in a somewhat testy frame of mind by now. It was looking like we would have to cancel our plans. I was put on hold for 15 minutes and finally hung up and I called back. After having been told that we had to be present for the repair and it had to be today, I reluctantly cancelled my plans for the evening. I wound up having to call again and this time, I requested that I be put through to a supervisor or someone who would cancel the account. That got a little attention. I was put on hold for quite a while and then was told that the technician couldn't find our house. After two days, and remember, three days ago a technician had actually been here and they had of course been here when they'd signed us up. I'd seen the truck myself.

I was told that they would have to deactivate my account and change my phone number (again). At this point, I became irate and asked to cancel the account. But of course, since my husband was the one who signed up (and he's been out of the country), I'm not allowed. I am now signed up with our old internet service temporarily. We may go somewhere else for internet service if we can. The options here are extremely limited. We may eventually be forced to try to go back to Frontier. But any possibility of good feelings for this company has vanished.

I called and blew a gasket. They said the tech had them drop me down to the under 1 Mbps due to me being at the end of trunkline. With Verizon, I was pulling a 2.7ish. I told them that this was unacceptable. So they offered to put me back to the 3 meg service but told me I would never get over 2.0 due to location. When they first changed over, they only had the lite service available or the 3.0. They didn't offer a mid-grade that I had with Verizon. So they put me to the 3.0. I couldn't get more than 1.5 to 1.7. I called and said that I wouldn't pay for a service speed they couldn't supply. So they said that if I stayed 2 yrs., they would drop the cost 12 bucks a month of their regular fee due to the bad speed and not being able to fix it.

Fast forward 10 months for subpar service and modem changes, my bill, not quite halfway through 2 years, jumps up to $39.99 and $5.99 hot spot charge and in little writing saying, "Next year, your contract ends; you will be auto renewed unless you cancel over 30 days in advance." How can they jerk up costs, leave me at total crap speeds and charge me for a hot spot that I can't even be use? But they wouldn't do anything with letters to BBB and FCC. Within one day, a new tech showed up. He wanted to drop my speed to the under 1 Mbps again as it was crashing trying to pull too much speed that it can't handle. Duh, we found that out last year.

So now they are trying to charge more, give less than half speed of charge and a hotspot tech even said it doesn't work and can't be used where I'm at. The tech even said that they did some sort of bill switch on me. He was the one here over a year ago that got speed lowered then. He said, "They are lying to everyone to get them in contracts that don't match what they tell you because they get paid cash bonuses for each person they sign up." It's the salesperson's cash cow. They will lie about anything to get you in and then change it all after the fact or, like mine, midway through.

All I asked for was price down to what they agreed to for the last year or release me since they cannot get anywhere close (under half) the speed they have me paying for. They don't want to do either. They just expect me to pay and deal with the lies and mid-contract change. So hopefully BBB or FCC can get through to them, but my advice is stay far far away and that is backed by their own tech.

Now that you have identified yourself to Frontier, if you have the HSI service from Verizon, you are now the target of an unsolicited plan upgrade (migration is the description they hide behind) to a broadband service that comes with a 30% price increase. But this does not offer any speed increase. Frontier works this under the claim that this is a price change from Verizon rates to Frontier rates. You will see this billing change occur a couple months later. When did the slowest available DSL 1Mb speed become a "Broadband" service? A slick trick to get more revenue and you have no options after it’s been done.

Unlike many others having terrible connection problems, my service seems quite stable and works okay. But then I do not stream video, play video games, live on the internet and keep a constant check for virus. The only connection problem "is getting Win7" to hook up with the modem and just needs the modem power cycled sometimes to get started. Good luck to all of you ex-Verizon out there. Get those knee pads ready.

It took over a month to get the tech out to set up the house with Fios. A month later, I received my first bill and it was $230.63. It had a $29.99 activation fee + $149.99 install fee and a prorated and full month bill (which I was prepared to pay). I called Eric directly on the line and extension he gave me. It went right to voicemail. I left him a kind voicemail explaining my situation and refreshed his memory of what he promised me. 2 weeks went by and nothing. I called again, voicemail again. No callback, so I called the 1800 number and got Daniel. Daniel was great, gave me her contact (1877-433-3806 ext **). She said she couldn't waive the activation fee, but put a request in for the $149.99 install fee.

2 weeks later I got a collections call from a rep who I cannot remember his name. I explained my situation and frustration, so he immediately transferred me to another lady rep. She was the worst experience I've ever had with any company. She tried to get me into a 1-year contract and would waive $100, but couldn't credit the $149.99 install fee. She kept saying that, "I am requesting" the credit, but it's not valid even though Eric ** (activating rep) placed notes to support my claim. So I escalated the call to a supervisor. I was escalated to Kelly, who works in retention, and she would not give me her extension line (understandable as she probably has a lot of customers with similar issues and cannot take my personal inquires).

She said that she saw the mistake that the previous rep made and did not enter the right reason code. Oh my. My faith was finally restored. She resubmitted the credit request. I asked for the case number for my credit. She reassured me that my bill was going to be credited and I would only have to pay $78.42. Well it's now April 6, 2012 (4 months after my first bill shock) and it still has not been resolved. I called after work and they are closed. I have never had such difficulties with any company. Once this credit is finally applied (if not then, I will go to BBB and file fraud), I am sure cancelling this company as they do not know what they are doing.

If you are thinking you want their super fast internet speeds (yes, they are good where I live), you have to think: Is it worth using your free time to talk to a bunch of associates that do not have either the right tools provided by the company to help their customers or are straightly lying so they do not have to deal with a problem. My advice is to stay away.

Technician shows up late and spends 5 minutes outside. A second tech shows up and then the first leaves and the second says that they have me on the wrong route or some such and it will take a few days to re-route me. Finally, I get service a week later. Now, it has been 6 months and I spend more time recovering from internet outages than I do actually online. I was on the lowest tier, so I asked to bump up to the faster tier of service (not available in my area now after having been an option 6 months prior). So I went to the 12mbs in hopes that it would offer better connection. I have same connection issues. So I called the customer service to be told that they know there are connection issues in our area and they are working on the problem upgrading the local system. I asked when this will be done and got no answer. "Excuse me sir, did I lose you?" "No, I'm here, Mrs. **." I asked when the upgrades will be completed again. I was told they had no idea.

So I asked why I am paying for service I am not getting. He offered to transfer me to the business end of things to get a credit. I said okay and he told me to please hold and it will be just a moment. I thanked him and the next thing I hear is a recording that the office is now closed and call back during regular business hours. WTH? Why didn't he say they were closed and offer me a direct number to call the next day? Speedtest.net ranks my service as a D+ today. Last few weeks, I have ranked at an F. Most of the time, it cannot even stay online to process through the test! I am working with the other company to figure out the problem that we went through, but cannot return to their service until that is worked out. I am paying for the middle tier service through Frontier and not even getting their lowest level of actual service. I even tried to connect to their online chat with a technician. After holding for 5 minutes, the technician disconnected without making a single comment to me! If you are looking to move to Frontier, don't do it! You would be better off connecting tin cans from your modem to your computer.

The day before installation, I call them to confirm the installation. Guess what? It has been rescheduled. Were they going to call me to inform me? It really didn't seem like they would. After the phone call, they told me that they would give me a call back to let me know when the expedited installation would be. A few days later, no call. I went to work, received a call from the technician... "Where are you?" I'm at work. Where the hell else would I be? So as you can see, Frontier didn't bother to tell me that a tech would be coming in to do my installation. I talked to the tech and told him about the trouble I had to go through to get FiOS service. And he assured that it was fiber optics. Installation completed. He left and I was pretty excited. I tested the bandwidth. 6M/.75M... WTF! I thought I was getting 35M/10M.

I called them over and over again. Some said I should be getting it, some said it isn't available. Finally, one was knowledgeable enough to let me know which states had them (only two, but I don't remember which). Since they are the only alternative to Comcast, which is a great service at a very high premium, I chose to stick with Frontier. The nightmare got worse. My first bill was ~$213. WTF! It was supposed to have only been $39.99 plus the $10 prorated days. I called to dispute the bill. Representative said he will credit the installation and extra charge, and advised me to not pay the bill and wait for the next. Next bill came... Guess what? No credits have been applied and my bill is now ~$250. I called again and was told that I would receive a $100 credit for my next bill, then a $50 credit for the one after that (they can't credit over $100 per period). Next bill came. No credits, only notes on my account!

I called back, this time recording my call and advising the rep of doing so. I did my calculations and my total credit should not be $150. It should actually have been $170. Yes... They messed up and messed up multiple times. If I do not see the credits starting to get applied to my next bill, I will have to start taking legal action and remove myself from the contract. I've called this company more times than I have ever called both T-Mobile and Comcast in my 15 years with both of them. That is how bad they are. They do not follow through with credits. Their representatives are misinformed. Please beware before you decide on this company. If you have alternatives, look into them.

I called and the rep said, "Oh, this is an easy fix. You just need to fill out the terms of service. I can do it with you over the phone." I was pretty sure I did it already with the other rep… but okay… did it again. Then he told me that if I didn't see the card in a week, to call back and get the promotional company’s phone number they are using and hurry them along a bit. Waiting… waiting. No card.

I called today to get that number, and as I explained my situation to the service rep, she informed me that the company got back to them and I don't qualify based on my credit history. No one ever once said a word about not qualifying because of my credit history… or any other reason for that matter. They told me sorry, too bad, basically and offered three months of internet free, which is about sixty dollars... compared to the $300 I was promised? Um... No. I asked for a supervisor and told him I want the card. He said he has to talk to some other supervisors and it is gonna take until Friday at noon. Right now it’s Wednesday at 9 am. We shall see.

I signed up with Frontier in February under the promo offering me a $300 Apple gift card for signing up for television and internet at $59.99 a month guaranteed for the first year. This seemed too good to be true! The customer service rep was super friendly, the guys who set up my cable and internet were fabulous, and I couldn't beat that price! Well it is now 8 weeks later and still no card. Not to mention, my bill was $114 this month (my first bill was $45 due to prorating). I called and spoke with a customer service rep. I explained that I still hadn't received my card. He rudely explained that I hadn't signed my terms of service agreement?! I told him that the lady I signed under had me do it verbally on the phone while she was on the line. He curtly explained that this was not allowed and that it didn't count?!

Needless to say, I was livid, although I tried to calmly explain that there was no way for me to know this and that I never received an email telling me to sign this agreement. He raised his voice at me and confirmed that they did. I began getting more aggravated when I found out that I will now have to wait for another 4-6 weeks for my card due to something they did illegally and that I would have been penalized in my bill by not signing that agreement (my bundle price would have gone up). I inquired of this rep what would have happened had I not been proactive and called. He said, "Well after 3 months, they would have contacted you because you would have breached your contract." What?!

I made him walk me through the entire process to ensure that I did everything right. Now I have to play the waiting game and make sure they don't try to screw me over in any other way. My advice is don't get Frontier service. They lie, are rude and drop the ball at informing customers of what their contractual duties are. If you don't stay on their heels, they will rip you off! I regret signing up with them and now I'm going to be stuck with their service for the next 2 years. Sigh. I just hope that I at least get my card soon, although I'm starting to believe this won't happen either.

The very next day after I called to have it all set up, I received another mailing from Frontier. This advertised the same bundle for $87.99/month and a $450 Apple gift card. I called Frontier to see if they would honor this deal instead. The associate said yes and changed the information for my account.

Now it is March and Frontier has not sent the card. I called last week and an associate said my paperwork was never completed because of the change from the $300 to the $450 card. She also stated that I needed to complete an E-signature, which I did. The associate apologized profusely for the hold up and said she would send the card right out. She even went further and said that she would contact her supervisor to see if the card could be expedited and if they could possibly send it within 24-48 hours.

I still have not received the card. I called again last night, and now an associate had yet another story. He said I never agreed to the terms and conditions. I don't even know what that means. He finally put me through to a supervisor who had yet another story! She claims that I did not order the correct Dish package so I am not even eligible for the $450 card. She agreed by the end of the call to send the $300 Apple card.

I looked up many internet sites and found that many people are having this same problem. They are not receiving the Apple cards, have been asked for the e-signature, etc.

My first bill came on 2/15 and the Dish portion contained errors. I called and the rep told me to subtract $45 from the bill. The second bill came yesterday. Frontier is listing the $45 as an unpaid balance and was charging me late fees! I called Frontier and she had to go back and forth with Dish. She said the Dish guy wasn't authorized to tell me not to pay the $45. Further, with the separate portions of the bill for land line, internet, and Dish, she could not make the entire bill come to $87.99, which was the bundle promo offer. She called Dish again and they said that I had a more expensive package (something about the $120 or $120 plus) and would have to downgrade to get the deal. When I signed up, I just asked for the $87.99 deal. The frontier operator said the guy who set me up must have hit a wrong button. I am waiting to see if the $45 and the late fees get rectified. I still do not have Apple card. She said she spoke with someone in promotions and I should have it next week. I doubt this after reading other complaints.

I have contacted the NYS Attorney General, the NYS Comptroller, Frontier, WRGB Ch. 6, and the Better Business Bureau. How does this go on and on when so many have complained?

I don't think many people got the cards they were promised. We have called several times, 8 to 10, at least. They always gave the runaround, always had a reason why it didn't come, "It should have been there", "It's in the mail", "It should be there any day", "You didn't sign electronic signature", "It's actually through Dish not Frontier", "Someone will call tomorrow because promotions department is closed", and so on. Eventually, we were told after 3 months that we did not qualify because we already had existing internet. We were initially told that as long as we were not a Dish customer, which we were not, we would qualify, pending that credit check.

Why did it take so many calls and 3 months to tell us that? I really think some people will give up and just quit calling. I called Dish to inform them that I would be cancelling because of Frontier Communications not holding up to their agreement. I did not feel like I should be stuck into a 2 year contract. An agreement is supposed to protect both parties and not be one-sided. They keep telling everyone the same thing. I called Dish because at one point Frontier said the card was issued through them. They said it was not. I wanted them to know their name not mine was on this, and it would affect them. It's just bad business to lie and string people along. Also I wanted to make them aware as to what Frontier was doing and to warn them. They said they had a similar call from another customer and they were investigating.

I then asked when the billing cycle was due. They told me. I stated that I was sorry, but I would be calling to cancel around that time. I am not going to stay with a company who will lie and jerk people around for their own greedy, monetary gain! My husband called Frontier today to cancel. They are the ones that we signed the contract through. We were told that we would need to pay a large disconnect fee and they could not authorize it. They wanted to know why we waited so long. Really, you don't know?

We have been jerked around for 3 months believing we were going to receive an Apple card any day now. Why could you authorize everything in the beginning, you collect payment? Why did we receive the equipment and free setup if we did not qualify? We then called Dish and had to tell the long drawn out story again. I bet I have spent 8 to 10 hours online telling one customer service representative after another, only to find out they can't do anything about it. I got transferred to an executive supervisor. I told them what happened and guess what? They can't do anything about it either?

I find this very hard to swallow. It seems no one can authorize anything. You mean to tell me no one has the authority to do anything? That lady for Dish couldn't help us. She was so sorry, but unfortunately, even though we were misled, she couldn't do anything. I think there is more to this than being misled. That is so funny. They always apologize for you being misled, only to set you up so they can do it! That is the only thing I have an apology for, then to realize that they are not calling me back, I've been lied to and misled again. There is a difference between being lied to and being misled.

The lady at Dish said that we would have to pay a $385 early termination fee. I informed her that I was not paying since Frontier did not hold up to their part of the agreement. I then realized they were in this together. She told me she had my debit card and she would take it from the account. I said, "Absolutely not! You do not have permission to take money out of my account. That would be fraudulent." She said that if I canceled, it would be taken out; that was procedure. I now realized that is why Frontier wanted my debit card for that credit check. I told her that I would be calling the Attorney General's office. I did not cancel because of that threat.

My husband called the bank and cancelled our card. I called the Attorney General's office. They told me to go online and make a complaint. They also suggested, in the meantime, to send letters in writing to the two companies. One side will blame the other to create confusion to the consumer. This makes you think it is a communication thing between the two companies, poor customer service, etc. If you look at the stories, they are all the same. They are for them and them only. This was designed to benefit the companies and not the consumer.

This is bad, bad business no matter how you look at it. A contract is a document describing the terms of a contract. A scam is a fraudulent or deceptive act of operation. If you feel you have a legitimate claim, you can call the Federal Trade Commission. They look into consumer fraud or call the Attorney Generals' office to start an investigation. Another option is to go online to make a complaint. The Attorney General's office told me that once I make the complaint, they will send them a letter! I have already started the process. I cannot believe this can happen. We entered into this contract through deceptive practices and are just stuck. Either way, they will get the money through a deceitful contract and 2 years of monthly payments, or through a $385 cancellation fee. It's a win-win for them. They know well what they are doing. Look at how many have the same complaint, I see intent very clearly here. There is no way in ** I will pay these companies for the next two years!

Now, part two! So now that everything was up and running after about two weeks of problems, they were not sending me my bills which I could not pay because they were not being sent. I had changed my address from my PO Box (which I was no longer using) to my physical before the fist bill was even due. The lady that was helping me never changed it. So after no bill for two months, I had called them again they had told me my info was never changed and they had the wrong address on file. Now, I was late and was charged late fees for not paying a bill I never received. So he actually changed my info and a little over a month later, they sent my bill and threatened to disconnect due to failed payment. So now, I had to call them again and let them know that I had not even received a bill from them. He said that was fine.

I was charged late fees for three months because I didn't get my bill. I told them that I would pay it in two weeks. So now, I wanted to pay my bill online which I got this difficult system that I had to call Frontier again, because even though I had my bill in front of me with all the info I needed to set up online bill pay, I still needed additional verification to be able to set it up so I could pay. It took forever to even set it up. Finally, now it has been set up and I had paid for the past due amount of three months of over $200 when my bill is supposed to be about $60 a month. That $200 and something dollars was with the late fees I had because they were not sending my bills to me! Now, I have it set up to automatic bill pay!

Now, we run into problem three. It has been a long while since I was supposed to have received my Apple gift card for bundling. Keep in mind I already had Dish and was just going to get internet so we could play Xbox live and watch Netflix online. They talked me into bundling Dish, phone and internet and I would get this $450 Apple gift card in 2 to 4 weeks. It was, I don't even know how long, about a couple months later that I called and the lady I spoke to said it was on its way and was going to be in the mail any day now. So I checked the mail and at this time, I was not even getting a bill and nothing ever came, not even a bill. So I called them again and I think this is the time I spoke with a guy who said that they were going to send it and that it was never sent out so I would get it in two weeks! So I am now checking the mail every day waiting for it to come and it never came. I don't even know how many times I called and got a runaround, different story every time that it was sent and that I already got it and that it was never sent. I called again because I never received it.

I talked to another guy and he said that it was sent to my house in the beginning of December and they had proof of the company dropping it off at my doorstep. I live on about 50 acres of land where the wind blows like crazy. I looked and looked and looked for a couple of hours outside at my neighbors which the only neighbor I have is my boyfriend’s grandma. I talked to her and asked if she had seen anything come in the mail or dropped off at her door. Well, the only thing she had was her medical supplies because she was sick. I talked to the guy on the phone and he said that because of it being the weekend that he would have to wait until Monday to call the so-called company they work with to see what was going on with this gift card, and that had in fact never been dropped off at my or anyone else's door! The guy that I was talking to that was supposed to call me back first thing Monday but he never called.

Two weeks went by with no phone call and by the way, this was not the first time someone from Frontier told me they would call and never did about this $450 gift card situation! So now, I had to call again. I told them that the guy said he would call me back and never did. Then the lady was really weird and would not even talk to me about this whole situation (the gift card) and told me she would find out who he was or whatever and have him call me back which again never happened. This is three times now that they said I would be called back but never did after waiting and waiting at my house for this phone call that would never happen! So I called again and talked to a lady that said yes I was qualified for the $450 Apple gift card but the lady who set me up didn't do it right so it was never sent. (Huh? That’s weird because two people had told me it was indeed sent and the guy even went as far as saying he had proof that it was dropped at my door and they could look at the card # to see if anyone has used it; the same guy that never called back, the same guy that had me looking at my boyfriend’s grandma’s house who is sick and was worried that I would think she had stolen it!)

So the lady had talked to her supervisor from Frontier and they had got it squared away and that I would have to do a phone agreement that was like a written contract that I could not get out of should I decide I didn't want their service after two years, I had to pay a cancellation fee! So this phone contract stated that I would indeed sign up for two years upon receiving a $450 Apple gift card. I then I agreed to it and she had said everything was okay that I would be receiving this so called gift card once Dish showed up on the bill. Then this so-called $450 Apple gift card never came. After making sure to check my mail every day, I still never got it. I called and same old thing. They said it would be here in two weeks. It’s now over four months later. I called back and was notified that I was not even approved for this gift card. I told the lady (rep for Frontier) that I was told by multiple people that I was going to and had received this so called gift card and that I in fact did on the phone the so called as good as writing never get out of contract and that I had proof because when you call their company, they state that your phone call would be recorded unless you have them call you back on a non-recorded line (which I never did because I would rather it be in fact recorded).

The lady told me today that she had talked to her supervisor and he would get a hold of the lady who signed me up in November and have her supervisor call me back, which at this point, I am really fed up and don’t even believe they are going to call me back after being told that time and time again with no call, nothing! So I told her that I did not want a call back, that I wanted to speak to a supervisor now and that I in fact didn't believe that they would ever even attempt to call me back. The funny thing is they asked me what my phone number was when they are the ones who are giving me my phone service. So I told them knowing they would not call me back. I then asked her for the corporate office phone number. She once again put me on hold for like the 10th time and then gave me the number.

Today, 3/4/2013, I called the corporate number that I was given and got a lady and told her this whole thing is ** which of course I was so mad. I didn't even go through everything. **. They have so far told me lies after lies. She said she would look up everything on my file and call me back. Now of course, I didn't believe her because after being told that time and time again with nothing, you just can't believe them. So I got her direct line and she said she would call me back within an hour or I could call her back directly! Wow, what do you know, finally. Yes, I am going to surprise you. Finally, I got that mysterious call back that I had never gotten before. A guy called me from the corporate office and I told him how betrayed I felt after hearing lie after lie and that I was so surprised that a company of that size would do this. He said he understood where I am coming from and he would put a credit of $450 on my account, so that I would not have to pay my bill until the $450 has been used up.

I agreed but I honestly deep down in my heart think that they are not going to honor that like they didn't honor the gift card that I had agreed to on a contract that I couldn't get out of and they didn't even do it! How am I going to even be able to believe that they are going to credit me the $450? I have his direct line if it does not happen. I can call him. So now I have to play the waiting game once again and waste my time worrying if they are going to continue to take this monthly bill out of my bank account since I did sign up for automatic online bill pay or if they are really going to take it out of this $450 credit, I don't know. I am left with a lot of questions. How could Frontier lie to me for four months telling me I was going to get, had already gotten and it is on the way this $450 Apple gift card that never came?

And after I had I agreed to this two-year contract that was as good as a written contract that I couldn’t get out of, how can they get out of this contract and never send me this $450 Apple gift card after waiting, calling and checking the mail and searching for two hours over 50 acres of land and searching my boyfriend’s grandma’s house making sure they didn’t drop it at her house who is by the way sick? How can they lie to me time and time again? And now I have this new promise that I don't even know what to think about. I am beyond frustrated, completely fed up! Frontier can't be trusted! Don't sign up with them. It will just be one headache after another! And this I am sure isn't even everything I have gone through for the past four months!

However the following week, after I contacted Frontier again, I was told by an engineer that the fastest speed possible for me was 6 mbps. I was reluctant but agreed. The next week when I contacted them again, they sent an installer when I wasn't home. He called and told me that the maximum speed I could get was now 1.5 mbps! I told him this was unacceptable. He called back and said that 6 was possible, but he would have to come back to install the modem unless I could do it myself. I told him I could and it was left on my porch. After installation, I was getting right at 1.3 mbps. I called the following day and was told that I was given the wrong modem and a new one would be sent.

One week later, I received a modem which was the same as the first. I called again and was told that a new one would be sent. One week later, I had not received and called to be told that I had the correct modem and 3 mbps would be the maximum speed that I could get. I said this was unacceptable and I wanted to cancel everything. I was then sent to a supervisor, who said that they would get engineering working on it and schedule an in-home visit to get me what they had promised. It has now been 2 more weeks and I have not heard anything from them other than to receive my second bill, which was 3 times the price I had been quoted.

I sent them an email last week telling them that if I didn't have adequate service by last Saturday, I was cancelling everything. They have still not responded to this email that was sent to their customer complaint email address. I was also promised the $450 Apple card. 3 weeks into the deal but still not having service, I asked about it and was given an email address to request the card. I never requested and do not want. They are pathetic and I will not pay them anything.

Then came the second bill, an additional line was added and it was triple the last bill. I called and asked what was going on. They gave me the runaround, and I told them to cancel everything. Since I never received the free card, there should be no problem. They said I had to pay the $400 early termination fee. For a 4-week service? Never. They never fulfilled their part of the contract, and I am not paying all the extra charges. A $39.99 quoted bill turned into $136.

We have no other option up here but to go with Frontier. We have no other provider, and they are screwing people right and left. Everyone says don't go with Frontier, get wireless and you won't have to deal with them. Well, I will pay my original phone bill, and they can bill me until the cows come home. They won't get an extra cent from me. What a horrible company. Please do not go with Frontier as you will regret it. I was warned but did not listen.

Moving day arrived and we still have dial tone, the works at the old house and nothing at the new house (family member has medical condition so I requested the phone be on the day we moved specifically). I called my good friends at Frontier and guess what?! She didn't put in my move request! And they tell me it will be a week before they can process it. I asked why and I was told it was because someone has to come inside the home to set up the WiFi. I can twist the copper pair on my own, but they insist a repairman must come out.

So after about two hours on the phone being hung up on and told, "No, it isn't possible," even though this was yet again their mistake, they suddenly find an available repairman to come out and set it up inside my home. We waited with movers all around. We saw a Frontier truck drive past. Ten minutes later, I have dial tone and no one ever entered my home as was so critically important in the beginning.

Now, tonight (fast forward 1 year) my WiFi quit working and I need a cable they never gave me to fix it and they can't send one. Joe was rude and Jacob was inept. I am beyond done with Frontier. I wish they wouldn't advertise that 100 % of their service is provided in our country. Their employees make Americans look stupid with how incapable and rude they are. I'm shopping for a cable connection tomorrow!

During this time, the download and upload speeds decreased to .37 to .47. Yes, that is .47mbps. I could not even watch a one minute YouTube video without taking 10 minutes to buffer. After Frontier billing finally became consistent, I was on a 1.5 to 3mpbs plan and it was written on the bill. Not one thing was different. The modem, computer, lines to the house were all the exact same and yet the drop from 1.5mbps to .3mbps was somehow in my equipment. Okay, with all the viruses and malware out there, I knew this was possible so we upgraded our computer for many different reasons.

We now had a brand new HP out of the box and what can I say? I went from .3mbps up to .4mbps. I decided at this point that it was time to start documenting everything and reviewing every bill. The price only fluctuated a couple of dollars here or there, but I noticed that the 1.5 to 3mbps disappeared from the billing text. Somehow I guess I was converted to some arbitrary plan they could use to settle any complaints. It is true that they don't guarantee any download speeds and they have it in writing. But come on, .4mpbs these days is substandard to put it lightly.

It is frustrating to say the least to know so many people out there are getting 3mbps and higher for far less money. I can't say anything more without repeating what I see on other posts. I have beat my head against the Frontier wall over and over, but because they are the only providers in my area, I will have to accept their explanation of "You are in a congested area and we are working on the problem." I know in my business, at least you get what you pay for. With Frontier, you pay and what you get is anyone's guess.

After he left, I had to hook up my phone to their port. Horrible reception, sounding like a loud audio metric test. DSL light flickering which indicated not working. I called and was told that someone would call me back. Nada. Called back, spoken with a supervisor that assured me someone would come out to repair on Friday. Nada. Went online and spoken with a rude CST. By Friday night, I was told that someone would ought to be out on Monday (never told me of what week or month). Mind you, lost wages have occurred because of this mess.

So I called the Corporate Office in Ct., got the switchboard who gave me a name and number of Cheryl ** who handles the South East Regional area. Guess what? She was notified by corporate that day but never called (as I was told by Corporate that I would get a call that day). Lack of communication was a nightmare, not organized and nobody seemed to really care. Folks wanted a reliable network service. Keyword is reliable and affordable. Frontier Communications doesn't live to their name of communication unless this is showing how backwards communications will go. Very disappointed and do not wish to continue with this disappointment. NC Folks in the Research Triangle Park area, beware!

Needless to say, from reading these other posts, they never showed up. I reported the no-show, and told them I would wait until 4pm and then I would cancel. They never showed up, so I said I didn't want to reschedule; I wanted to cancel the installation completely. I'm switching to Comcast for cable internet. I've had it with the lies, excuses, and false promises. I decided to check to see if there was any early termination fee, and it turns out there is - $100. Apparently, negotiating a better rate meant a new contract, and it's cheaper to pay for unused DSL until my contract expires in March than to pay the early termination fee; so that's what I'm going to do. Avoid Frontier at all cost!

I declined (because it would have cost us more money). I decided to start tracking my download speeds through Speedtest.net. I subsequently learned that we were getting average download speeds of approximately .3 Mbps (that is point 3), a fraction of what was promised. Frontier had promised speeds only up to 3.7 Mbps, but we never received anything close to this, ever. We knew we had 30 days to cancel with Frontier from the date of installation before we were hit with cancellation fees, so we immediately scheduled Time Warner to come back out and set us up. We completed it with just a few days to spare. I'm excited to say we are back up to 14.7 Mbps download speed.

Unfortunately, we just received our final bill for $800! Part of it was the $450 Apple card but the remaining balance were various fees such as the cancellation fees, which we should not have received because we cancelled within 30 days. The rest were fees that I have never seen before. We hadn't even been a customer for 1 month. We still have the Apple card and we want to send it back, but they have no way to take it back! They waived one of the cancellation fees but are hesitant to do more. We're still working with them to get them to take back the Apple card. This has been a complete nightmare from start to finish. We made the switch to save money and it will end up costing us more. I will update once this is all "resolved".

After calling and asking to speak to the supervisor, he waived the contract we did not have after we told him we did not have contract. He promised our service would be faster and we still cannot get online because of low internet service. We informed Frontier that we are canceling before the first of the month and not do any future withdrawals from our bank account. I feel we should be reimbursed for the last three months of poor customer service and for not giving us the services we paid for. I feel this company is defrauding us as well as other customers. I hope you will take all the necessary legal actions into this company. We feel investigating into this company deserves your attention. We appreciate that you will take action as soon as possible. I want this on the record, so this company will not feel that it is okay to be dishonest and robbing people of their money by making promises of services they are not giving. Thank you for your time and we hope to hear from you.

I'm a senior network tech with 5 years experience and the way this ISP does business is completely unacceptable. Buyer beware, Frontier Communications is not a company you want to do business with. They will lie to you to make the sale and play dumb later when your internet speed is not up to par. You will have to have a viscous fight with them to get them to waive the early cancellation fee even though they lied in the first place about the downstream speed. Because of my technical background I was able to ask the right questions to figure out they were screwing me. Please don't let this same story happen to you, stay away from Frontier communications. One of five stars. I'll add that about 1 in 10 of them knew what they were talking about when I called for customer service. And I'll also add that they waived the cancellation fee.

The last ISP I had was Comcast and they charged me $70 a month for a solid 12 Mbps down. It was wicked fast and only 20 more than Frontier's crooked offer. The only problem is that I live in the country now, so my only other option is satellite internet. I'll happily pay 100$ a month for a decent connection so long as the ISP is honest and doesn't lie to me about what I'm actually getting.

When you call to report the issue, as I have for the past year or so, I get different answers. First, it was the modem; then, it was because I live on lower end of the box and the people above me are sucking my internet; and today, it's just because I’m congested. I've been told for over a year now that they are aware of the problem and they are working on it. That doesn't fix anything, because I’m sure it doesn't take years to fix one area. What am I supposed to do for the Internet that I’m paying for and not getting? Why won't they come out and fix it instead of telling us they know about it and are working on it. They aren't working on anything around here. It's been over a year of complaints, and yet we get nothing, not even the Internet. The image below is on a rare good day!

On Saturday, I called because I had yet to receive the gift card. I was then reassured by a new agent that it was in the mail. When I called again the following week about the gift card, I was told that it was not in the mail and I didn't qualify for it. After insisting on speaking to a manager, I was again reassured that I was eligible for the gift card but was incorrectly told earlier that it was in the mail. The manager I spoke with said the gift card would not be issued until the first new billing cycle. Fine, why then was I lied to about it being in the mail? The response was that the agents probably just wanted me to stop bothering them. Not the greatest customer service!

A few days later, I received the promised router. After hooking it up, the speed I received was still at 3mgs. I called and was told that 6mgs wasn't even available in my area! Why then was I signed up for the service? Again, another lie to get me to sign up for services. I sent off an email to Frontier outlying my problems and the anger I felt over being misled and lied to repeatedly. I received an email response today by an agent Bonnie who did not address the issues (being repeatedly lied to) and only told me that I wasn't eligible for the offer that the manager I spoke to assure me I was and was the whole reason I signed up for the service in the first place! I am tired at this point of trying to resolve this issue with Frontier because each person I talk to tells me a different thing and no one will resolve the issue! I am worried given all the lies that the service I signed up to over the phone via a verbal contract will cost more than quoted and I will have to pay more than I agree to.

December 5th was a wasted day for the person I had on standby at the house as no one showed up, no one called, no one did anything appropriate. They did show up a day or two later and left a note that they were there. Again, no call and they claimed I had given the wrong number. I did not give the wrong number and when I spoke to the service rep, I had them call that number. Lo and behold, it rang and I answered. I was given another date and told I needed to be there all day, but very likely the installers would be out first thing. A ten-hour shift taken off later, I was out $339.40 and livid. This time I spoke to a supervisor. I wound up having to take another day off and wait for the installers.

When they showed up, they installed everything they had on their work order. I asked about the second line and was told there was no second line ordered. Then they told me the second line was up to the exterior box; but unless I wanted to pay them a rate of $96 for the first half hour, I would be better off hooking it up myself. After several calls to the supervisor and getting things ironed out, she told me she'd knock off a hundred dollars off my first month's bill. My response was the price quoted me was $55.98 and there was no mention of anything that would indicate I would be paying more than that. So she said she would give me a $100 credit on my account. Terrific, thanks for your great customer service and willingness to take care of a customer in a world where customers don't seem to matter.

Now comes the billing statement in the mail. Wait, make that two billing statements. The first one is for $333.47, which includes every kind of fee in the world for service and installation. The monthly rate for the combined phone and internet is $60.98 and there is nothing remotely similar to anything that was in my original order, much less discussed after the fact in my frustrations of the original order. To compound matters, a second bill for $31.24 covers the second free phone number. Did I mention also that when setting things up, I was assigned a number that was already in service at some clinic? Imagine my frustration when I had to tell all of my contacts to update their address books yet again so they wouldn't be quizzed about what form of procedure they were looking to have done!

All I can say is ugh! I've spent nearly $700 in lost wages and more personal time than I can imagine dealing with something that should have taken the original fifteen minutes and a two hour maximum install - all to receive nearly $400 in unauthorized and unagreed to fees, charges and billing with no mention of a credit anywhere! Next stops: Oregon Public Utilities Commission, Department of Justice, BBB and anyone else I can shout this on the mountain to!

I called to get it turned back on, and they basically said, "Too late, too bad." Knowing that they are required to keep my number active until I activate a new phone, I began the long process of trying to resolve this. 4 days, thirty plus hours on my cellphone later, I finally got resolution. Frontier had "lost" my number and could not find it, until that last day when it miraculously was found and ported over. I have never been that frustrated in my life. I dealt with the rudest people ever and only thanks to the AT&T support staff was it resolved. I used nearly 700 minutes on my cellphone and we had no phone and internet for 5 days. Our ADT system was linked to the land line, so we had no security system for 10 days (over Christmas) when we were able to get a new wireless system installed.

I just opened a bill from Frontier 12 days after the dump that they are charging me $200 for terminating and I am not under contract. I am happy to write letters to the FCC, our state Attorney General and the local manager of our Frontier service. I will not pay for what they took away. Never use Frontier. I told them I would use two tin cans and a string before I ever used Frontier. We are living happily ever after with an always on and 4 times faster Comcast internet; our new much cheaper AT&T phone; and a new security system that is fabulous.

The Apple gift card didn't come. I had to call Frontier and it had never been sent. They said they would send it. That was two weeks ago (a total of two months) and still no gift card. I have never dealt with a company that absolutely messed up every single thing they have attempted to do. I haven't even mentioned everything here as I would be writing for 10 more minutes.

Second time around I should have realized that when things weren't going right with the order, I should have walked away. Our initial order was set up wrong. We were told they were coming out August 22, 2012 only to be told later it was actually Sept. 5. Numerous phone calls trying to get this date moved up, talking to supervisors, being told they would be out by Aug. 22 before 5, then Aug. 23rd before to finally being like you know what cancel the order. I made 7 phone calls and their service hadn't been installed yet. I talked it over with my husband and we decided let's just try it again because the service was lower than anywhere.

I talked to Jimmy in Texas who quoted me a $14.99 internet plan for a year and phone service for $24.99. He said we would be paying $40.99 monthly. Great! So I thought. First bill was over $100. I called corporate and was told she would fix it. Second bill was over $100. I called Frontier 5 times to finally be told, "If you want this fixed, you will have to call corporate." I called again and she never called me back, but sent me a letter talking about how she had fixed the internet cost. I received my bill today and it was $63 and some change. I called Frontier again and was told there was a note from corporate that said they couldn't give me that price... 5 months later! She said the only thing to do is cancel our service so I did.

So two days later, I still have no internet. After calling them four times, I was told they would send a tech out to my home in a week! I barely just got service and now have to wait again?! My husband reset the modem and the problem was solved. Too bad none of the non-educated techs could have just told me to do that four phone calls ago! Now, I am having problems again. I hate this company. The customer service people are not helpful, sometimes rude and put me on hold each time I called for a minimum of 20 minutes. I missed three days of work just to get my service hooked up! Ridiculous! This is the worst company I have ever had to deal with. Crappy service and crappy customer service. If you can avoid Frontier, I suggest you do so.

So the next year, I received a bill in Oct. for $56, in Nov. for $86 and in Dec., it was $96. I called the Billing dept. and they told me that was the price unless i agreed to another 2-year agreement. I responded that the only reason I went along with the first 2-year agreement was because the co. rep assured me that the second year would have discounts similar to the first year and that the ultimate cost would be a nominal increase from the first year in the neighborhood of 10%.

As you can see from the bills they sent me, they were lying all along. I consider this fraud and I intend to file a complaint with the Attorney General of Oregon and I am also am contemplating a multimillion class action suit against the company for unethical practices and failure to live up to their agreements.. The bill I had been paying to Verizon for the same service was $44/month. As you can see, Frontier Communications more than doubled the price but then agreed to discount the service if I would agree to another 2-year agreement. I think these are shoddy and unethical business practices which could be interpreted by some legal minds as fraudulent business practices.

The customer service reps that we have spoken to recognize that there is a ticket in the system for this to be addressed. Everything from the box on the outside wall of the house to the modem, as well as the internal lines, have been replaced and rerun throughout the house. The problem still exists and seems to be getting worse every day. My mother's house is approximately 1/2 mile from a local community college and you can just bet that if they were having this same problem, the issue would be addressed and fixed much sooner than some local everyday citizen. My next step over the next few days is to lodge a complaint with the FCC and the BBB regarding this issue.

Today, I received a third bill which was from a collection agency. These people are totally incompetent. I have wasted hours and hours over the phone for absolutely nothing. Thank God that I never started service with them. What a nightmare that would have been. Four months of trying to get a modem and then after not receiving it, trying to get the bill straightened out. What a menace this company is. I am contacting the Better Business Bureau and also my local city authorities to let them know about this incompetent company.

I have called both tech service and the Regional Manager numerous times regarding the slow speeds and constant "dropping" of my service. I included internet speed reports for over a month depicting download speeds ranging from 0.75 Mbps to a "high" of 3.1 Mbps with an average download of 2.2. These speeds are less than half of the 6.0 Mbps I was promised (yeah, I get the "speeds up to" part, but they're not even coming close). Techs were sent out numerous times and could not find any problems. Frontier suggested it was my computer. I purchased two new computers. Guess what, same problems - slow speeds, internet kept dropping momentarily, a real pain if you're in the middle of an online course or trying to pay bills.

In November of 2011, accessibility went downhill further, similar to what we experienced prior to our first modem/router replacement. We would have to reset the modem more than 50 times a day. On December 10, I called and was told a new modem would be sent and we would receive it in 5-7 days. When it had not arrived by the 23rd, I called back and was told there was no order for a modem in the system, but it would be in my house by the 27th (first helpful rep that gave me hope!). When I called on the 27th, I was put on hold while they checked into the problem. I believe the rep went to lunch because after 45 minutes of waiting for her to return with an answer, I finally hung up. When I called back, I was told Frontier had no clue where the modem was.

On the 28th, I was told the modem was in the warehouse waiting for UPS pickup, which was delayed because of the Christmas holidays and I would have it within 2 working days. However, it showed up later that afternoon. I installed the new modem/router and it worked fine for about 2 days (still with access speeds of less than 3 Mbps, but at least the service didn't drop as many times during a day). Then the internet started "blipping" off more than 50 times a day again. It does not matter which of the 7 computers we are using, whether we are running IE or Chrome, Windows 7, Vista or XP, using Bitdefender or AVG, 1 computer or 3, whether we are using a computer purchased at Christmas or one from 3 years ago. The modem/router will not hold an internet connection. Resetting the modem does not help. I was tired of continually calling to have these issues fixed.

In January of 2012, I was told that since I was so unhappy with Frontier, I would be able to cancel service without incurring cancellation fees, but they would try to fix the issues one last time. I agreed to give it a try, but I told them I would be canceling both phone and internet with Frontier and I would not enter into another two year contract with Frontier regardless of the outcome of the attempted fix. They agreed to waive any charges. Problems did not cease, but I continued to pay the bill each month, in full, in a timely manner.

My contract was due to expire on November 28, 2012. I finally found another internet carrier that serviced my area and made an appointment with them to start internet and phone service on November 14, 2012. Frontier was contacted weeks prior to that to confirm that I was not extending the current contract, and that I was terminating all service with them as of 11/14/2012. The bill for service for 11/01/2012 to 11/27/2012 was paid in full on or before 11/13/2012, even though I knew I would not have the service for the entire month. So imagine my surprise when I receive a December bill for $785.06 instead of a credit. I did not have service with Frontier after 11/14/2012. I did not renew my contract. How and why would they extend a non-existent contract for 2 years and then charge an early termination fee? I was charged both a "Term DP EDLP Term Penalty" of $400.00, and a "Term HS EDLP Term Penalty of $400.00. These fees are absolutely outrageous!

When I called Customer Service, I was told the matter would be sent to collections and the charges "should" be credited to my account. When I asked when I would see confirmation of this, I was told that bills are only sent once a month, and since I had just received this bill, I would not see the reversal of charges (if any) until a bill was mailed in January 2013. When I asked when I could expect a refund for charges from 11/15 until 11/28, I was told I wouldn't see that until February! Frontier Communications wants your money for services ahead of time and expects payment within two weeks of notification, yet when they have my money, I have to wait two months?!

Their speeds of "up to 6 Mbps" were never higher than 3.1, which were a rare "high" as it wasn't often that it ran over 3 Mbps, half of what is promised. The new firm I contracted with promises internet speeds of "up to 12 Mbps", and they have been consistently running from 11.79 Mbps to 25 Mbps without any dropping of the connection! After reading numerous similar complaints about their horrible service and termination fees, I think it's about time this company is investigated.

After talking to five different people and explaining to each one of them that the router was only a week old, I was finally promised a free router. My next problem was that I was being overcharged between $30-$50 every month. Every time I called Frontier, I was promised the charges were taken off and the problem was fixed. The following month, I would receive my bill with a credit for the overcharge and directly below was another overcharge including a late fee. I called Frontier and complained and cancelled part of my service, which I was told would result in a fine of $200 for canceling my contract. I told her I never had a contract with Frontier, it was explained to me it was a verbal contract.

I had Verizon for years before them and could not remember ever being told of a $200 cancellation charge. She said it was in my statement that I receive every month, and that they have the right to charge me $200. She also informed me that every time I cancel something individually, it will cost me $200. I would recommend that if you cancel something, you should cancel all at once to save money. If you are looking for a carrier, don't get Frontier. I would choose a different carrier but there are no others where I live.

I would love to have a different company, but unfortunately, Frontier is the monopoly - the only carrier in my area, which is why I think they can treat their customers so rudely. I have even called and left a message for the general manager for my area (still waiting for a call back). Oh yeah, the best part is I still got billed for the last 5 weeks that I have not had service. Frontier, I just want my phone/internet service. No more lies!

Not complaining about installation costs, etc., it came out to be $216 to get up and running with Frontier and pay for their last month, advance of first month and installation costs. My work requires me to log in via VPN. Right there, Frontier showed how messed up they are. Once connected via VPN (encrypted network), my speeds to the office were horrible, constant pocket loss etc. Our IT tried troubleshooting this but came down to that it is not them, but my ISP doing something (when I tether via Galaxy Nexus through 3G, my VPN link is a lot better than what I get through Frontier).

First hiccup came when I lost internet and LED light on the modem for internet indicated no internet. I called them and their fix was to disconnect the modem from power for 12sec+. I did not and now internet LED light was green again and internet was humming. Another one came about a week later. There was no internet whatsoever, so I called them up and they said that their server is down and they don't have an ETA when it'll be back up (great, no ETA, nothing, awesome stuff Frontier. You're as noob as my 4-year old on the internet). You think that'd be it? And it's only been about 1.5 months, once again 100% pocket loss, no internet. I called them and a good technical support guy is trying to troubleshoot this for me, firstly going over LAN settings on the modem, while I keep telling him that I don't have internet and my LAN works fine with the modem.

Next up is to schedule a technician to come out here. Today is 10/31/2012. Their earliest date for someone to come out here is the 12th! Woohoo! That's right, two weeks. I can't work because they can't get their ** together. I'm getting rid of Frontier. Good thing that I'm scheduled to have MetroCast come in on Friday and install a new link. I'm tired of Frontier. I mean how bad can you be to scare away a client after less than two months? I have not yet proven that but I'm sure that: Frontier throttles on encrypted connections, cripples encrypted connections and does something funky with encrypted connections, changing payload size or MTU. Stay away from Frontier as far as you can!

I did not misunderstand; I asked explicitly if the rate would stay the same and the answer was always yes. I'm going to try to find another supplier of all my communications and get Frontier out of my house totally. Don't fall for their gimmicks - they lie. I intend to file a complaint with our state attorney general.

I told them that if I could not get what I was paying for, then I wanted my services stopped. I was told that I just needed to pay the bill and that 30 minutes was enough long distance (even though the reason for the long distance charge this time was because my father had a heart attack and open heart surgery, my aunt was in the last stages of cancer, my uncle was in very poor health as well and they all live in Tennessee). After another round of yelling of both of my part and the customer service staff, I simply told him that I refused to keep arguing with them and I just wanted the service stopped. I was then informed that I have a contract with the company and that I would be charged a $200.00 fee for early termination. I, at no time, had a contract with them.

I was angry and filed a complaint with the BBC in the New York corporate office (keep in mind my phone was off in less than 6 hours). I received an email that stated they wanted me to call them long distance to speak with them about the issue. I tried to respond to the email from work because I had no service and the email was blocked from receiving responses. I then got an email the next day from the BBC stating that Frontier had commented on my complaint. "I had not responded to her attempts to contact me." I then sent an email to several managers "district officers, etc." and a lady started emailing me about the issues.

I am now into the 2nd week of her emails and have received a $200.00 waive of the breach of contract fee and the whole 80 something dollars of my long distance for the year. If I had only 80 something dollars of total long distance, that would be fine but no. Now I am being told that the other fees that I have been paying are not from long distance. And at one point was told that if I would have called, I could have gotten them corrected. I called twice but to make matters better, the lady that is dealing with the BBC has just posted that I have to pay the $200.00.

This is the worst company; no morals, absolutely horrible customer service staff. They will abuse the clients at every turn for any reason and they want you to be happy with the way they treat you even though it is very poor. They should not be in business. I will not ever use them again. And it does not look like anything can be done, and if I could, I would add every email to this just so you can see.

My latest bill shows a past due balance of $87.99. The verbal contract was for a 12-month period, 6-months vacation hold at no charge and $29.00 per month plus taxes, making the total approximately $33.00. I paid an extra $6.00 per month in late winter 2012 just to avoid another phone call and any/all bills have been paid on time. I have made every effort to clear this up, e-mails, lengthy phone calls and letters. Enough! Can you help?

When I received my bill in April, it was for 2 months, April and May 2012, for over $300.00. I called and was told that the credit was for February and that I owed for March, and none of it made any sense to me. I ended up paying the bill, of course. The following bill for June never arrived at my address. I called Frontier and was told that I had signed up to pay online and that was how I was to pay. I told them I had never signed up to pay online, and at that point, I was told that I must have been caught up in their computer sweep of old Verizon customers but that I would receive a paper bill. I waited for the bill, but it never came.

I ended up calling them again and had them tell me over the phone the amount. I made out my own bill and sent the correct amount of 379.00 dollars for 2 months again. I had never been late, and I was very irate at this point. The capper was I received a letter from Frontier saying that DirecTV and Frontier were no longer going to bundle. I received the same letter from DirecTV, and they both wanted a payment for September. I could not take it anymore and had everything shut off. Frontier had a hissy fit and claimed that I had signed a 3-year contract and blew their top. I received their bill for close to $400.00. I want to know whom I can report this billing abuse to. I have copies of every check that I used to pay Frontier that proves I never ever paid online. Thank you.

Here is something I just noticed. It verifies how Frontier deceives and lies to everyone looking at DSL speed. You can try this one on your own:

3) One more opinion, go to Speedtest.com. Remarkably, it's the same as Ookla.com, slow.

For all you tech people out there, here's what's up. Frontier will take any millisecond spike in the speed test and claim that it's the speed you are running. You can see this spike in the graph on the Speedtest data. All the other speed test sites are honest and find the mean average of the download speed over the time of the test, a much more accurate means and not deceptive. So beware, the Frontier speed test is rigged and should not be used as a viable means of testing your speed.

If I had a choice of another communications company that was honest, caring, and stood behind their product, I would jump to them in a second. No such company exists; we are all doomed to the blood sucking, greedy crooks looking to retire wealthy with our money.

So we sent another check for two months and sure enough a month later, we got another nasty letter saying we were late and after calling them again, you guessed it. They did get our second but the first one bounced so we now owe them for the first month. They referred us to the special team and they found the checks. Now this month again, they haven't seen the third check. This has been going on for 5 months. These people could not do a worse job if they tried. Don't use Frontier. They are really bad and their service is crummy.

A tech finally admitted to me that they do not have even fiber optic connections and that is why. Then our local Frontier office also finally admitted, "Yeah, we have talked about that it is misleading since we can only offer 2.5mbps max." Yeah, I think that is false advertising! Gaming is a joke. I'd say even satellite internet would smash this connection. No joke! I'm hoping to see if we can get Verizon Wireless or anything else. We already told them the first service we can get even close to them, we are gone for good! Frontier, you are crooks! You are charging me for business class internet. You know nothing about class. You are a bunch of liars! I hope someone reads this and then pass it on to a ton of your potential customers. I hope you guys go down in flames. This is white collar crime at its peak potential!

He replied, "Well, I'm glad someone is getting some use out of your line." He put me on hold for 12 minutes with annoying music. Finally, a supervisor came on and said she'd change the number for no fee! I told her she should have done that 8 years ago, not now that I am cancelling. She also told me it would take at least 60 days for my refund. I told her she'd have to pay me a late fee for not sending it within the 21-day billing cycle. She was very rude. I'm sorry I slammed the phone down on her. I would have liked to have taken the Customer Service survey at the end of the call.

I spoke in August to a woman by the name of Chris ** who is a supervisor in retention. She admitted that there was a two-year agreement but I was not one of them because I did not bundle. However, I did bundle just as I was told to do with DirecTV. I signed up with Frontier with telephone, internet, and DirecTV on 10-5-11. I called them back with the info from DirecTV on 10-13 as soon as my TV was hooked up. But they switched to Dish between the time I first called on 10-5 and the second time I called with my final requirement to qualify for bundling. This only compounded the problem. For bundling, I received the $50 Visa gift card which I still have a copy of. This confirms that I did as I was told. However, Frontier has no problem baiting and switching not only their customers but their vendors. I am informing the FCC and our Attorney General as well.

We then went to Verizon to get a cheaper phone plan. After confirming that moving to Verizon for the phone would not affect our internet service, we signed up for new phone plan with Verizon. Two weeks later, our internet went down. We tried repeatedly to contact Frontier and received a taped message that there is an outage they were working on. After many attempts, I finally got to a human to speak with and found out Frontier had disconnnected our internet due to cancelling our phone service.

After another phone call, we got signed up for a different internet for two years that was even cheaper than the agreement we had made with the earlier Frontier representative except they had a service person come in with new equipment and charged us a $49.99 installation fee, even though we were already customers for 10 years. Later, the new bill for the internet arrived and it was $29.99 higher than what was quoted to us. We called Frontier and discovered that the sales rep had failed to apply the correct code to give us the reduced price, and Frontier adjusted the bill.

However, the old bill with the satellite came in and had two $200 fees for discontinuing our phone service (which we had previously confirmed was not under contract) and another $200 for discontinuing internet service which we had not canceled but Frontier had canceled with the phone service! When we were "re-signing" up for the "new" internet, we asked repeatedly if cancellation fees applied because we made it clear that they had misrepresented their services. We were told that the cancellation would be waived.

We are in the process of arguing both $200 charges at this time. The fact that we get different stories depending upon who we speak with at the company and the resulting billing errors, I will not renew any service with this company. I feel like they have people working as reps that either do not know the package costs or the reps lie for the company or the company does as it wishes, hoping no one will complain or notice the extra charges. I am so disgusted with this company, that I hope we can completely cut them off immediately without the cancellation fees and get them out of my house for good.

I received a paper bill a few days after the phone conversation for $509.24. I called and asked them to discount that bill since it was their error; no luck. I phoned back a few days later and asked that the Cable and landline be turned off, and I will keep the FIOS internet line. They said that was fine, they put the order/request in. Several phone calls later, weeks later, the phone line is still on. I assume the cable TV is still on; not sure since I sent all the cable boxes back to them. Talking to their customer service is a joke - not sure why it’s called "customer service". No one there seems to know what is going on, and everyone places you on eternal hold. I’m extremely frustrated with Frontier Communications. My contract ends this month (September). I think I will no longer do business with them. If you never need to contact them, they work fine.

I called again Sunday at around 1PM. They said that my installation has been scheduled for August 30th and they had called me. I never received a call. This not only is 10 days out, it's also on a weekday and I have no desire to pay my brother another $50.00 for Frontier to decide to not show up. I asked about getting a weekend install. The phone connection was horrible and the phone representative didn't understand me completely. I asked about cancelling and bam, it was cancelled. Since it was already cancelled, I thought I'd give some thought into it. I started writing a BBB complaint regarding this first portion of my issue and I decided to make a complaint through Frontier first, but was unable to find a form so I gave them a call back.

They took my complaint and were nice enough about the issue. They had me again signed up for 35/35 at a slightly lower price of around ~$56.00/mo. I figured the rest leading it up to $59.99 was taxes or some sort of monthly router fee. I paid my brother $50.00 again. He stayed home, they came today, 08/21/2012, and did the installation. I got home from work, everything is here. I logged on and did a speed test. My speeds are 36mbps down/8mbps up. I called Frontier, went from customer service to technical support. Technical support was unable to look up my account since I didn't have my account ID/fake phone number with Frontier. They found my information, provided me with and forwarded me back to technical support.

Technical support found out what is wrong. The service I had been provisioned to was 35/15, which is around 40% of the upload I had purchased and the actual was less than 25% of what I had purchased. They said to make the change, the best way would be to talk to sales because it's basically a cancel/reorder. I got a hold of sales and Tisha told me all about how I couldn't possibly have had internet because the installation ticket was not closed yet and that she had never heard of "35." The highest she knew of was 25. After she reviewed her documents and told me how long she had been there and reaffirmed that there's no way I could have 35, I directed her to view Frontier's website. She looked closer at my account and let me know that the service I had was 35/15 and she told me again about she has no idea how I got into this service.

She told me my cancelled account was 35/35 and my new account was 35/15 and that technical support will handle it from there. If it isn't fixed by tomorrow, to call back. We said our goodbyes and parted ways. I decided that this all didn't seem right and I needed to get to the bottom of this. I called customer support. Kenneth answered. Kenneth was very polite. I told him I wanted to speak to a manager. I provided him with one of my account numbers and he forwarded the call to one of the supervisors, Scott. Scott was also very nice; he let me know the details and attempted as much as he could to assist me. He let me know that the 35/35 was discontinued July 15th, 2012 and their new offering anywhere near what I had purchased is 35/15 and although he tried to see what he could do, he was unsuccessful.

I was sold 35/35 twice. It was implied that I was a liar from Tisha and that "35" never existed. The product I actually have now is a 36/8.

When I called Frontier customer service, I am repeatedly told that it's DirecTV's problem and Frontier can't find the original quote anywhere in their notes. To make matters worse, Frontier is now pushing Fios TV again in their monthly billing and quoting a price for TV, phone and internet that is $50 less per month than what I'm now paying. But then again, they didn't honor their last quote to me. I'll honor the contract and then flee Frontier. If you must do business with Frontier, get a quote in writing and then expect issues anyway. In 45 years of paying utility bills, this is the worst company by far that I've ever had to deal with.

I was very angry but due to our busy schedules and no time, I called Frontier again and paid the bill over the phone. Some additional charges were applied, but my husband works from home and needed the internet connection. In my next bill Frontier had added $25 for reconnection charges. I called their customer service and asked the representative if she could waive off the connection charge. She was extremely rude and denied to waive the charges. When I repeatedly told her my account was disconnected not for my fault, she said the history did not show anything but just that my account was disconnected due to lack of payment. She was completely inconsiderate. I'm not going to pay the penalty to discontinue the service under contract. I’m a very angry and dissatisfied ex-customer!

In the interim, I have to change all my Bill Pay info since they changed by account #... apparently, to create their email billings. Naturally, I wanted to pay to current. I couldn't do that in my call. Also, I couldn't do it online without getting back into their internet/email billing pool. I had to do it via an automated phone fiasco and pay for this “outside” service. I wonder how many other people don't even realize they haven't been paying their monthly bill. Who has time for this garbage? You want to get paid for a service? Then, send out a monthly bill. I've been a customer for too many years to remember. I’ve been with them through GTE, Verizon, and Frontier. I’m not sure who are what this new Frontier is, but it stinks. If I end up getting a ding on my good credit, I'm going to be furious. And if I had any other option for phone, internet and TV, I'd be taking it right now! Sadly, they literally are the only game in town.

I went to McDonald's to use their WiFi and my connection was super fast with just 3 bars compared to the full bars I get at home with their so-called "mega speeds" I pay for. I played an internet flash-supported game, listed to a video, and read email, something I could not do at home without internet going down. Then I am told there are network updates going on in my area and they have no idea when that will be fixed. I went to the local office to exchange the router for a new one to see if that would fix it. They do not have any nor keep any there! I asked if she could order me one. She said no! The only thing this lady knew how to do was take my money! She said that no network updates are known to be going on at this time. She would not even look me in the face when I spoke to her or vice versa! I called Comcast and will have internet and phone for $39.99 this Tuesday!

I said I want the charge taken off and she said that it's a Frontier mandatory charge for the internet. I told her we were given a price per month for our internet and that exceeds that amount. She put me on hold again and said that she will see what she can do to remove it and when she came back on the line, she said there is nothing they can do. I want to file a complaint because for over a year, we were told this was mandatory by the FCC and all of a sudden, when I said I was told it wasn't, they changed their story. I was on hold for over 40 minutes total!

Today was yet another incident of their arrogance of being the only provider. I saw on their website under customer value deals, a deal that would take me from $109 a month to $55 for the same package I already have. The first person I talked to asked me to wait a minute while she checked prices, came back to tell me that that offer was no longer available. I told her if it was on their site then they had to honor it. She then put me on hold, and after 15 minutes, it was evident she wasn't coming back. So I called back and got another person. I asked him why I was paying $109 a month when my next door neighbors that had the same identical package were paying $42 a month. He said they had last year's promo and were now paying $75 a month. I told him no, I had seen their current phone bill reflecting the $42. He then decided to start talking what he felt were circles around me in the hopes of confusing me.

I told him four times I wanted phone, DSL, caller ID and in state long distance, period, and I wanted it for what the website said of $55 a month and I wanted it at a fixed price for 1 year. This went on for close to a half hour until I said I would not agree to anything and hung up. Tomorrow, I will be calling the FCC and the Attorney General's Office and turn them in. Our town is talking about bringing Time Warner out to this area in the next few years. At least then whether we take TW or not, we'll once again have a choice!

In June of 2012, I decided to change to Verizon Wireless for my internet service which is faster and much more reliable. I received a bill dated 7/7/2012 for an early termination fee of $159.00. I called and asked why I received this. They said I was under contract. I asked how I could be under contract when I did not sign a contract. I was not sent to a third party to verify this original call as far as I can remember. I am going to call and ask them to get me a copy of this phone conversation, but I doubt they will do this. When I called, I asked why no one told me I would be charged an early termination fee when I disconnected the service. All she could say was that she was sorry. If I would have known there was one, I would have kept the service until the end of the term.

I asked when my contract began. They said December 21, 2011. I asked when I signed this contract. They said it was an oral contract. As I said, I do not remember any agreement on my part to agree to any contract. Interestingly, their written notice, that actually states there is a cancellation fee, is dated December 21, 2011. I have searched the internet, but did not find anything prior to that and I never was mailed a copy of this. It also states that the consumer agrees to pay an early termination fee that was agreed on at sign up. I don't know what that was because I don't remember being told about it. I remember I had a two-year contract with Verizon Wireless and that I had a two year contract with Dish Network. I think I would remember any agreement I had with Frontier Communications. I am going to report this to my local P.U.C. and to the State Attorney General.

I never had any problems with Verizon/Frontier until I moved from Red Mill Dr., to Noland Dr., in Tecumseh. Look in my files for July and August of 2009, I spent more time on the phone with Verizon than I care to think about and have all of that conversation documented. And in the end it was their switches that had failed over and over again. Then in 2010 I received at letter from Brian **, Director of Marketing (copy enclosed) stating what I could get for only $54.99 a month for 1 year. As you will see from my comments on his letter, I never did get the $54.99 as promised after at least 5 phone calls. All I was promised was $59.99 a month. Please look in my file and see if you see a bill for $59.99. After receiving the wonderful plan at $59.99, look and see how many months after that I had to call to get my billing corrected every month for far too long.

The last straw was when Frontier took over the billing. In November alone, I paid my bill twice and not a single person ever called and acknowledged that fact. That is when I decide enough was enough and cancelled my service and at that time, I told that person not to try and bill me any cancellation charges. Then in February I got a letter. On 2/27/12 I called and spoke to Matt and explained in great detail all the problems I have had with Verizon/Frontier and he agreed to, if I paid $118.43 out of the $217.43, he would write off the difference which he did. Then on 4/15/12, I received another threat of collections from you. At that time, I called and spoke to Jennifer and she confirmed my zero account balance and would send me a ‘paid in full’ letter which I received and it is dated 4/26/12. Then again on June 3, 2012, I got another letter from you, the Charleston Collection Center, which will also receive copies of this letter for their records.

If Frontier would spend more time on attending to their real issues and not constantly hounding people that have done nothing wrong except put their trust in them as a company for more than 35 years to do the right thing, then just maybe you wouldn’t have to keep raising your rates. Unfortunately, it seems you don’t. Please take this opportunity to correct my file as paid in full as stated in the letter from you. Thank you.

Well, the last time I checked with them, I went further than customer service and called other departments. I was even referred to an outside vendor. Of course, I found out that there is no DSL available at my address. Within a short time, I started to get strange phone messages from Frontier wanting voice authentication for the change. I did not know what the hell they were talking about. To my horror, I found out by reading my monthly bill that I had been slammed, that my long distance package had been changed by Frontier without my knowledge or permission from the $20 00 flat fee to charge per minute for Canada.

I called customer service and got a fellow on the East Coast that said the person that he could change it back by changing the coding and had done so many-many times. He said it would be done within 15 minutes and that he would call me within the hour to let me know that the change had been made and back dated so that my bill would be recalculated. He also said that he was going to track down the person who slammed me and report them. Well, he never called back. I had asked for his contact information, but Frontier does not allow these people to give it out. I then called more customer service representatives. I was assured that the change would go into effect within that day and to wait until the next day to make long distance calls. I ended up talking to a half dozen customer service representatives about this.

At one point, it was disclosed who they had on record who did the change - some man. They said that the person had offered me a different long distance plan. I told the representative that that never happened and that all of the calls I had made, as I do every 3 to 6 months, is to find out if DSL is available. I explained to the representative that I got a woman on the phone that apologized about the confusion about DSL with the website saying it’s available, but it’s really not. The woman said she was sorry that they could not help me with DSL, but that I was a good customer and she could offer me $10 off on my bill each month. I asked her over and over again if my plan and services would remain the same as any change can cause real problems with retaining voicemail access, etc. And, she repeatedly said yes and so I told her to go ahead. Little did I know that was the long distance slamming. Apparently, the latter two calls attempting to get me to authorize changes in my account were to confirm the change. That is where they have a representative on the line and they record you to insure there is no fraud, no long distance slamming. Even though I never did this authentication, Frontier Communications changed the long distance plan anyway.

Now, for the past few months of service, they want dramatically more money. In fact, since I complained last month, I now find that the bill I got in the mail on Saturday, 30 June 2012, charges me per minute for domestic, US long distance, in addition to the prior improper billing charging per minute for Canadian long distance. I found out in this process that about the time of the long distance slamming that Frontier Communications stopped offering unlimited long distance within the US and Canada for a flat fee of $20. I am outraged by the treatment that I have received and strongly suspect that this has happened to other Frontier customers. The smoking gun is that the slamming occurred concurrent in time with Frontier Communication's elimination of the flat fee US and Canadian long distance plan.

I was told that those on the flat fee plan were grandfathered in. As to the repeated assurances that the coding on my account would be changed back and the billing recalculated back, I was told that this would take many weeks and would be done by a secret department that no customer can communicate with and that even the customer service department cannot communicate with. Come on! Who is going to fall for that? It takes them literally minutes to change features on phone service or to turn phone service on. Changing the coding on long distance back to original can take no more than a few minutes. I see that Frontier Communication may now be using VOIP and perhaps that is part of their motivation. I see that they have a problem with market share and profit and perhaps that is a part of their motivation as well.

In my opinion, the whole thing is pure fraud from beginning to end. If you or anyone you know has experienced this nightmare, or if you have information as to other people they have done this to or what the methods are, please contact me, post here and file a complaint with the FCC. Here is the FCC web site. When you go there, you will be given easy information on how to file a complaint. Also, in some states, that state’s utilities and transportation commission handles the complaints. So, the enforcement is divided up with the FCC having jurisdiction as to some states and some states handling complaints directly. Take note that the FCC has imposed extreme fines in some cases for slamming long distance. I only took a one time very brief look at just the first page of results relevant search terms and there was a caption of a result that indicated that one company was fined $80,000 for slamming just two customers. If Frontier Communications starts getting hit with hundreds of thousands of dollars or perhaps millions of dollars in fines, they may decide it’s not worth what they are doing.

Also, consider an attorney general complaint. I think deep investigation is needed and that the FCC, various state utilities and transportation departments and various state attorney general class action lawsuits may be needed depending upon what is discovered. Here is the FCC web page with forms for making long distance slamming complaints against Frontier Communications or other phone companies: **. You can file a complaint with your state's Attorney General as well. Just go to an online search engine and type in the name of the state and the words: attorney general home page. You can also file a complaint with the US Department of Justice. Here is their website: **

Frontier says that because I had received a credit on my bill that I was under contract and that is all the information they had to provide me with per Oregon state law. I have never signed or agreed to such agreement. There is no paperwork that I signed or "contract" that I was made aware of. When I called to cancel my service, I was never informed of an early termination fee. I have been a customer with Verizon/Frontier for five years (2 in townhouse/3 in my house). I have fulfilled my time with this company. I feel that this is unethical of the company. I called Frontier today and to inquire about this $300 fee. The entire situation that is typed above describes the incident and went from a customer service representative to a supervisor. Both women were extremely rude and couldn't answer any of my questions without putting me on hold for several minutes to come back and tell me that I owed an early termination fee.

April told me that I could pay Frontier back the $800 of the "deal" I have supposedly received from Frontier when I told her I will not pay this early termination fee. After 45 minutes on the phone (30 minutes of being put on hold), they refused to work with me or waive the fee. And I still have not even seen the break-out of my last bill. How can this company get away with these claims of being under contract when the customer doesn't know, hasn't been informed and was never told when canceling service? I received nothing in writing about being locked into a contract. It's unethical for them to charge customers this rate. They assume because there is a credit on the bill that I should know I am under a contract because that is all the state of Oregon requires? I find this hard to believe. I do not think that after five years of being a loyal customer and paying my bill every month that I should have to pay them another dime to switch to a better company.

When I called Frontier, I sat on hold for 25 minutes and then got told that the credit that I was promised was rejected but no one from Frontier called me back to tell me that. The original bill dispute was because I was charged over $400 for an early termination fee for a contract that I can't seem to get a copy of or a copy of the authority I granted to enter into that agreement. Frontier has decided to close all its offices in Iowa and run away and become unreachable. When I asked to speak to a supervisor I was denied and informed that the CSR had to make a request to the supervisor to approve my credit and if the supervisor approved the credit then it would need to be approved by an executive. So not only do the customer service reps not have authority to do anything about my problem neither does their supervisor. I am very displeased with Frontier and will not consider returning to them as a customer in the future.

After I received my bill and it was $212.00, I was totally in shock. They had increased my internet service to $37+ without my authorization and added charges like I was getting better service, which I was not. I am now charged extra for being a Hot Spot. I can only take my laptop into another room from where the broadband modem is connected to my PC! I think it is a disgusting joke. They also charged me for the additional receivers at $10.99 a month. What is completely sad is that was a grip, I told them about having DirecTV, is that I had to pay $6.00 for the other receiver. Well, they were not like DirecTV. I realize now they were worse. My phone service also increased. No longer do I have a flat rate of $15.99 for local it is now $39.99 and is called local extra features.

Nothing that I can see has changed. Furthermore, adding long distance there are two very similar features called “US unlimited features” and “unlimited US calling” for $35.99. I have called them twice this week with no reply back, I thought I could call the guy who set things up and get him to straighten this nightmare out but not return call. So I am very upset. My advice is not to bundle even if it will cost you an extra stamp. Truthfully unimpressed. I will let you know if they make this right when I get a hold of them.

Frontier Communications is the worst service I have ever dealt with. Here is the clincher. Frontier customer service people were telling me the billings would lag but eventually work out and get taken care of. So, I trusted them and I waited. I found the trust they offered on my credit report when I checked. Then, they turned it into collections and turned up on my credit report. What a bunch of poop! I have never had a worse customer service experience!

After the tech was here, he said they would be back to remove the tree this week and to report any problems with the phone right away and they’ll be right out. Well, guess what? We called them today to report problems with the phone. The first rep said there is no service ticket to come out and fix this problem. The rep's manager we spoke with laughed at us. And the tree service they’ve contracted with will be here when they get here. This is the absolute worst company in existence! Not to mention that we were stuck with them or we have no phone or internet. No one ever shows up to check our lines and no one shows up to fix the problems we report. We’re tired of shelling out money every month for services we’re not receiving! And that's just it, we’re not receiving the services we’re paying for! Ever!

Finally, the time came for the bill to pay automatically (I had set up a payment plan, so I didn't forget again) and, sure enough, Frontier took $124 from my account. I sent another email off asking for my money back and to this date no one has responded. I feel like Frontier has abused my faith in them (I set up a payment plan) and took my money. I paid late and had to pay a late fee, but Frontier takes money from me and they don't have to do a thing. I looked online today and my next bill only shows to be $7, so I guess that’s how I get my money back. The trouble is that now this month's bill is $7 higher than last month - I don't see how that can be. It seems like every month the bill is a little different, but a $7 increase is ridiculous.

I had Comcast disconnect me on the 18th of May, so that there would be no complications with going into their next billing cycle. Frontier gave me an 8am to 8pm window for installation. No one showed up. I was at home the whole day with no TV or internet, since I had disconnected with Comcast. I had reminded Enrique (the person who took my installation order), at 5:30p.m. on the 23rd about my installation. I also called at 5:30p.m. on the 24th and expressed concern about nobody having shown up. I was informed that a technician named Brad was assigned my installation. His supervisor Leo (more about this guy later) was not picking up his phone. At 8:30p.m, I called again and got the machine. I left a message stating that if Brad or anybody else was unable to do the installation this day, I would like to cancel my order.

I got a voicemail the next morning from a lady who did not know anything about my order stating that she could not do anything about the message I had left last night without my name or order number – okay, my bad. So I called them back to request cancelling my order. I was placed on hold for 5 minutes. The person on the phone was trying to get me to change my mind - the strategy was to tell me that I was not at home when the technician came by. Nice try. I told him that I would have none of this **, and that I just wanted to cancel the order so that I did not have to deal with these people again. He said he was unable to do that, and he gave me another number. So I had to call that number which was the usual customer help line and get the order cancelled.

I was relieved for more reasons than just described - 1) Their incompetence was apparent, when I signed up. I had spoken to Leo (the supervisor mentioned earlier) first about rate plans and contracts. He said $39.99 for a 15Mbps connection with no annual contract. He then asked me to call Enrique to place the order. Enrique informed me that Leo was wrong, and that there would be an annual contract, if I did not want to pay for the $139 modem + a $20 installation fee. I'm glad I escaped these people before I signed that contract; 2) I called back Comcast, and of course did not mention anything about Frontier. I told them that I was willing to take them back if they gave me a good deal. And sure enough, I got a sweet deal - $34.99 for 25 Mbps + 50 channels of TV for 6 months, and $54.99 for the next 6 months.

I know I'll have to haggle with them after that. Perhaps get back my old 50-dollar plan for 15 Mbps + basic TV. But none of this would have materialized if I had not tried to jump ship in the first place. Moral of the Story: Frontier sucks. Learn to haggle with Comcast - it's a good thing I grew up in India.

On 5/9, I talked to another person, I forget his name. I explained the situation to him, told him that I had a number from Verizon and he was to connect me with someone, but the connection never went through. On 5/10, I called again and talked to an Ashley in Florida when I found out that no one could call into my home phone but I could still call out. I explained the situation to her and she ordered a trouble report. On Sunday, 5/13, while we were at church, Doug had shown up and left a card saying that we had HSI with outgoing calls only and if I wanted full service, I would have to call and order it.

On 5/14, I had no dial tone and called another rep, Mark from Ohio. I was on my cell phone with him for over an hour while he went back and forth between some other office, trying to get the problem resolved. I gave him the set of numbers that Verizon gave me and told me that the account was still active and the girl that ordered the trouble report didn't finish the last step in getting my service back and I would have my service restored the next day. On 5/15, I still had no service. On 5/16, I called again and talked to Maggie in Marion, OH. She informed that Frontier had taken it upon themselves to close my account and I would have to set up a new account. They had no reason to close my account in the first place! All they had to do was port my number back to Frontier!

To top it off, this I had to pay a connection fee of $50 for a new account. This Maggie also told me that she would credit my account $7 from a late fee that was supposed to be credited a month ago, because my bank sent the payment to another Frontier office instead of the one it was supposed to go to. Three times that issue came. She also made me pay $32 on my credit card, $7 of which was the late fee that she was supposed to give me credit for. I asked when I would have my service and she told me it would be back on Today, Thursday, 5/17. I still don't have service!

I have been consistently lied to several times, been given the runaround by your customer service people, forced to open a new account because Frontier closed my account for no reason, with a deposit, charges for the late fee of $7 which was supposed to be credited to me. I have had it with you people. You can bet I will not only put this on my blog but I am filing a complaint against Frontier with the FTC and the FCC and the Better Business Bureau. I am sure Frontier has done this to many others.

It is obvious that Frontier neither has the intelligence nor the technology to take care of simple problems. The phone service is lousy. They are nothing but a scam. I am so disgusted with them

So with all of this, they have told us that we are basically screwed and we have to deal with the slow speeds. We can make do with 2.5mbps, but it's anything below 1mbps that we can't handle as a business, which is all we've been getting lately. The bottom line is this: Frontier Communications could care less about their customers. If you are too far from their service area, they will still sign you up anyway to get the money, without a care for the quality of service you actually are getting. Their reps are rude and have no power to do anything. And don't even bother asking to speak with a supervisor, they will tell you the same thing that their reps will and tell you to have a good day.

We are a business operating in a somewhat rural area of Ohio. I stress the 'somewhat' because we are only about two miles from the nearest phone station in our town. We are not on top of a mountain, or tens of miles from a town; we are less than 2 miles from a town on a side road. We, as a business, are sick of Frontier's disregard for our internet speeds, and we will do everything in our power to make sure everyone knows that Frontier Communications is out for the money and has no disregard for their customers.

Next, the sales person told me my area should get up to 7 Mbps with the MAX internet package. For the first month, I only got 1.2 Mbps, and after several tech support calls, I get a new wireless router that will "fix" this, but I still only got 1.3 Mbps. After several more phone calls between departments over the next couple of months, I find out that my area can only get up to 3 Mbps, and that I was already stuck in a contract at this point. Lying to get customers.

The cherry on top, is that I was still only getting 1.3 Mbps, nowhere near 3. So, I finally convinced a service man to come check the phone line. Guess what he finds? My internet is being "capped off" at the Light package, and all he had to do was change the server and magically I'm getting 3 Mbps after paying for the MAX package for 10 months at this point. I called today to find out if I could get reimbursed for the difference between the two packages for the last 10 months and the supervisor simply said, "No" because I was only promised "up to 3mbps." After a little more convincing, I got an entire $15 reimbursed. What a joke. I find this insensitive, immoral, and unethical.

I never had issues when Comcast was in my house nor do my neighbors upstairs that have Frontier have issues. Just me. Two wireless modems, new filters, new routing codes, a million hours of being on the phone with support. Still, I was charged for their help for their product that does not work! This company has severe issues. Wishy washy fees on my bill. Even the lady that I am currently on hold with cannot attest to what some of the fees are for.

At 6 pm, I called Frontier and was told that everything had been repaired. Wrong! After spending approximately 5 hours on the phone with them over the next 6 days, I finally got the internet turned on. The connection is supposedly their high speed, but it is brutally slow. To get back to the phone service, I have been promised once again that there is a repair ticket and that they will have my phone operating today. Needless to say, I don't believe it as I have been told this every day I've called. I have determined that there is no way to get through to them on repair issues. It will be by luck or their whim that you are taken care of. How does a business like this continue to operate?

They kept sending us bills (we took care of my mom's bills). We would call and ask for an explanation; they couldn't give us one. This started in January 2012. After our mom died in April, they said if we would fax them an obituary, they would take the $200 off the bill. They are the worst company we have ever dealt with. We wrote a letter to the president of the company. Of course, we are hearing nothing. Just be warned that they will make strange charges, and the elderly think they have to pay it because it is a "bill." Do not deal with this company if you can avoid them. They are horrible! We saw many stories similar to this at this and other complaint sites. Get a cell phone or anything to avoid dealing with Frontier Communications!

3 days later, I haven't noticed any difference in the speed. So I called customer service again, and I asked the representative to tell me what my internet speed was. The person on the other line said it was still at 1mg for $19.99. It wasn't even the $14.99 that I had originally signed up for, and it wasn't even upgraded to the higher speed that I had requested for either. I asked why it hasn't upgraded yet, and the representative said that there was no notes or order for an upgrade. I was already a little annoyed. He said that he would put an order in right away and get it fixed right away and that he would give me a discount on it--7mg for only $19.99 or something. So it made me a little happier.

Then I asked him how long this would take. He said he would do it right away and that it should take into effect within 24 hours. So I waited again. But then one week later, I noticed there was no difference again. So I called back and asked what was going on and why my internet speed hasn't changed. The customer representative told me that there was nothing ordered. I told him my story and that I've been waiting for over two weeks for them to change it and I was told would only take 24 hours. I demanded to know what was going on. He said he wasn't sure what happened but did notice that I have called two times before. I gave him the dates that I have called in, and he verified them.

I used to work for a phone company too, and I know that every customer call is logged into the computer system. He said he would put an order in right away and also that he would send me a new modem and I should receive it within 3 to 5 business days. And I'm still waiting on that new modem. It's weird, because when I first called to get their services hooked up, the technician guy was at my house within two days. And now, it's taking them over two weeks to upgrade my internet speed that I was told would only take 24 hours. I'm not sure what's going on.

During my previous calls, I was assured by Frontier reps that my cell phone number was on the file with a note that their personnel should call cell phone since the customer (my family) has moved out the old residence already and would not be at the home phone number. No one called. After two days, I happened to go back to the old house and found a phone message left on my home phone. A Frontier rep said that our installation date would be April 7. I called back to verify. I was told that yes, it was going to be the 7th of April to install the phone service (expect Frontier personnel between 12 noon and 4PM).

On the morning of April 7th, I called Frontier to confirm the date and was told to expect service that day. Before 4PM (April 7th), I called again because no one has shown up yet. I was told that Frontier's system shows the order is still open and that I should wait a little longer. I called back around 6PM since no one ever showed up. The rep answering the phone this time said she could not see any order for April 7 and that our installation date is April 13. Eventually, I got to a supervisory level person at Frontier. She apologized profusely and agreed to expedite my service request. She escalated the case and filed ticket with the dispatcher, etc. She said I should expect a call for a new date of installation.

While on the phone, I confirmed the address to be serviced is our new address and that my cell phone number is on the record to be the number of contact (so far, no one from Frontier has ever called me on my cell phone even though everyone I talked with assured me that they have my cell phone number and a note about calling the cell number on my case). Then on April 9th, I found that the Frontier service person has stopped by my old house and left a "We were here while you were out" sign. I don't know what it takes to get Frontier to get our phone service transferred. From my experience, their staff, while courteous, seem incompetent and disconnected. This company really does not have their act together. They do not value their customers and customer's time and can mess up anything that is there to mess up.

I just called today and was actually told by a supervisor that she had no record of the previous supervisor's statement (even though the call was supposed to be recorded) and that Frontier would not honor their original agreement. Yes, my bill that is now double is correct and would not change. I have never seen such a mess as their billing department. I think they make things up as they go along. As far as the service, everything is fine. It's just the billing department that is dishonest.

I got internet for two days. It broke down again later in the week. I called in and they made me go through this battery thing that resulted in an orange light on the modem - nothing was solved. The guy didn't know what was wrong and said that they would check to see if the signal was working fine. If there was no problem on their side, then they will contact us about sending a technician out. When I protested, saying I needed them to guarantee a technician would come, he hung up! The call never came nor the internet service. I called in again today, talked with many people, and got transferred back and forth. I repeated my account number until I had it practically memorized. This one person did the same thing as the one before, saying they had to check if there was anything wrong with them before creating a ticket for me and giving me a call.

I waited for the call and when none came, I called in again. They told me there was a ticket and that someone should be out shortly. They reassured me, saying a call would come about a half an hour before his appearance. Seven was the latest they could come and when that time was nearing, I called in again. They said it was fine and that someone was bound to come. Finally, after more time passed, I called in one last time. And no surprise there - they told me it had been canceled under mysterious circumstances and that the earliest they could get someone out there was Monday. I was furious. Not only did I call in countless times, but how was I to know the ticket wouldn't be canceled on Monday without telling me? It is only because I signed a two-year contract that I don't cancel. I would switch from Frontier to Comcast or Dish in the blink of an eye if I could.

I called Frontier, and the technician said, "It sounds like you have a problem." And they scheduled a representative to come by the house between 6-8pm (last night). Obviously, it was a "no show". I called the Customer Service line and was on hold for 20 minutes before giving up. Then I called the Internet Support number that I opened the original ticket with. This person told me they closed my ticket that morning! No call, no notification, nothing. I was apparently expected to 'figure out' by some form of sixth sense that they had looked at my line, found "noise" on it, and corrected it. They hadn't fixed anything. Within 15 minutes, my router dropped back offline, showing the same symptoms I had originally reported. I've had it, after all these years. I will not be treated like this. I came into my office early, signed up with a new provider, and have left Frontier with a satisfied smile on my face.

Oh yeah, last summer on a warm evening, a seemingly official, badged Frontier salesman came to my door and convinced me he could save me a "ton" of money by "bundling" all of my services. We filled out official-looking Frontier-labeled documents. He promised the world and it would take place within hours of my signature. Nothing. I called to inquire, and they said it takes 3 billing cycles to change over. Nothing ever transferred.

I am very disappointed with this company and wanted to tell the guy where he could go shove the service. Needless to say, I will never recommend this company to anyone. They can't even give their loyal paying customers a deal!

On 3/21/12, I went to use my home phone for a matter of importance and discovered my phone service was disconnected. I am disabled and have "lifeline" on my phone. I called and was told a Frontier rep put an order in to disconnect my home phone. This was a complete error on Frontier's part as they admitted. I was told my phone would be turned back on within 24 hours. On 3/22/12, I called again, my phone line was still dead. I was told again by a supervisor it would be an urgent rush to turn my phone on, again within 24 hours. On 3/23/12, I called again, still without a home phone, being disabled, having fell and injured myself with no phone to call for help, I later in the day called from my son's cell phone when he happened to come to my home. I was told by another supervisor again that she would put in an urgent request to turn my phone line back on within 24 hours.

It is now 3/25/12 and I still remain with no home phone use. Frontier wrongly put an order in to do something I never would have requested. 3 times I called, crying, being alone, disabled, informing them that I was injured and had no way to call for help. Also, in past recent times, I have had to call 911 several times to be rushed to a hospital. I am a "lifeline" customer and I've been wronged repeatedly, first by orders being done in my account not asked for or wanted, then by being lied to 3 times by supervisors also. Still, I remained alone with no telephone, a single disabled woman. Due to this, I've not been able to contact my doctors. I've not been able to receive medications needed and I was unable to get help when I got injured at home with no phone to call for help or people around. I also suffer with PTSD and have been upset to the point where it has affected my health. I have no phone available to keep calling to have my home phone service restored and I don't know what to do. I am distraught over this.

On 1/26/12, my wife received a phone call from a Frontier technician named Dan, stating that he had an order to connect phone service to our house. I contacted Dan that same afternoon at 3:29PM (he gave us his contact number) and asked him not to do anything with our existing phone service. After talking with Dan, I once again phoned Frontier and spoke with a woman named Heidi (3:38PM). At that point, she was advised that the billing was being "taken back to an effective date of 6/28/11" and that we would possibly receive a credit in the near future. On 2/23/12, I received another statement and called Frontier (6:30PM) this time, speaking with Tony. Once again, I was assured that this problem would be taken care of.

Today (3/20/12), we received a letter from Frontier's National Collections Center advising us that our account was "seriously past due" and that "We (Frontier) may report information about your account to credit bureaus. Late payments, missed payments or other defaults on your account may be reflected in your credit report". Once gain, I contacted Frontier and spoke with Sharon (6:40PM). I was then connected with Roseanne **. At this point, I was beyond being civil and passed the phone to my wife who continued to speak with Roseanne. I'm at my limit and seriously dread having to speak with another Frontier representative again. We have been promised that this will be taken care of once and for all. I hope this is true.

Well, it has now been 5 months since they received the cable box, and my bill still reflects $400 owed on it. I managed to reach someone in billing who at least knew how to make sure my service doesn't get terminated. But I keep getting charged $2/month late payment fee, even though I pay my monthly internet charge on time. It's actually not worth it for me to try and phone a billing person again to save $2/month! That's how bad it is.

I'm not sure what to do now. If I call billing, whomever I get just seems confused on what to do about it. It's almost like the system is so screwed up there, that nobody knows how to do the simplest things. Frontier will be bankrupt in 3 years.

My sister called last night. No one came and they said next week! You have got to be kidding! I called today and finally talked to someone who had a clue. She saw where they had put in the wrong work order ticket and corrected it. Supposedly, someone will be out today to fix the issue. I cannot believe that something so simple could be so horribly ** up. However, seeing how some individuals have no pride in their work and they just earn the mighty dollar, I am not surprised to see this laziness!

There was no excuse for this problem to exist first off! Additionally, they ** up their attempt to fix it. Lastly, can you imagine if my parents were not able to have one of us daughters in Florida call them and get it straight? What could possibly have happened? My mother was upset and worried. If something did happen, how would they get help? People, they are on a mountain for Pete's sake. It's not like the neighbors or hospital is right around the corner! Bottom line, it's the monopoly in that area where dissatisfied customers with Verizon have no choice but this two-bit, second-rate alleged phone company called Frontier.

Even the phone service doesn't work properly and has intermittent static that Frontier cannot track down. The Internet constantly cuts out and at times will be out for hours. The speed that is promised is only half of what they say the DSL is supposed to be. Anyone in the area who has DSL ends up rebooting their modems multiple times on a daily basis. Frontier's fix? More words saying they are "working on the problem". The problem is their old equipment. They continue to charge high rates knowing everyone around here has no choice in a service provider and that they can get away with it, but they put repairing things on the back burner and keep raking in more money. Something needs to be done to force their hand on fixing the problems. They have a monopoly here and they know it. This just isn't right. One more thing, you can make a payment online, be on time in making it, and yet it takes their program longer to credit it to your account and they try to charge you late fees due to their glitches, requiring you to call and fight to get the late fees back that you shouldn't be getting charged in the first place.

I had to shake my head when an erroneous 9-1-1 hangup call went to the police from my phone (a glitch in the Frontier "system" I suppose). I told the police no, it's just my landline acting up again. The officer gave me a rueful smile and said, "Let me guess, Frontier? " Says it all.

Run! Do not walk away from this company. Go back to snail mail if you have to--at least it's reliable and doesn't cost you both arms and legs.

In April I finally signed up for automatic pay, but because their system took so long to activate the auto pay (almost three months) I fell behind in payment and went on line and made a one time payment of $758.00. One week later I received a phone call that I was behind and owed $758.00 and that my service would be terminated. I went on line, saw that they indeed did have my credit card payment, called the billing department, spoke to a woman who talked to me like I was three years old and couldn't understand why I was upset. I gave her the payment confirmation number that I had taken from their Frontier website. She insisted that I had not made the payment but granted me one week time so she could investigate further. Two days later, Frontier auto pay kicked in and they dinged my credit card for another $756.00! When I called back, once again with confirmation numbers the billing department insisted that neither payment had been made.

Two days later, I finally received a credit for the overpayment, one month after this nightmare. No apology nothing. When I cancelled the service, in September, they sent the box for me to return my equipment, did so within 24 hours. Two months later I was still receiving bills and threatening phone calls. 4 phone calls over a three day period, I was told that the problem had been fixed. Received another return box for equipment (already returned two months earlier). In January my email statement indicated that I had received a credit statement of $132.26. I called to ask that they send the credit ASAP. Told 7-10 days.

Today, February 20th, no check yet and another statement indicating a credit of $132.26. I called, spoke to Stephanie in Indiana told her that this was the second call I had made around this credit and that their poor billing service was the reason I had cancelled. She immediately went to the "sorry you're having a bad day, don't take it out on me!” To which I replied I was surprised that after my poor experience with Frontier that the FCC and Attorney General's office had not been contacted and complaints. I told her that as long as I had my check in 7 days she would never hear from me again. She told me with would be 10-14 days. If I don’t have my check in 10-14 days, I will call Stephanie in Indiana and have another less friendly conversation with her.