Frontier Communications Reviews

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.

I haven't had a working computer in my home for over a year, which is not Frontier's fault I realize, but it would have cost me $120 or more to cancel that part of the contract when the computer went down. We live in a rural area and we don't have a lot of landline phone service options. Again, this is total **. I want out of my internet service without it costing me $200. Help!

Next, the internet promotion ended, and the internet price went up to the price, as I knew it was going to. It went up to the same price that they had been charging me on and off during the first year, $44.99. As they had not followed through with what they had promised the first year, I called them once again. This time I reached a young man, who looked at my account, and said "I'm not going to try and band aid your account. I'm going to transfer you to someone who will take care of it once and for all". He transferred me a man by the name of George. George looked at my account, and said "I am in the section that fixes things. I don't try and sell you anything". I was pretty upset by that time. He told me to hold on. To make it short, he promised that I would receive a $15 credit on my account for the next 12 months, to compensate for all of the errors on my account. I was thrilled. This would bring my high speed internet monthly fee to $29.99, until November 2012. He told me I would receive a $30 credit in January (2012), which would be $15 for December, and $15 for January. That much did happen, until I received my next bill. There was no credit on it. When I finally got through after 2 days of "I'm sorry, we're currently experiencing a high volume of calls", the woman in customer service didn't know what to do about it, except "send an email to the department that investigates problems, and that it would be a couple of weeks before I heard anything back".

I had already been through that months before, and I refused. We finally figured out where she needed to put me through to; the same "fix it" department that I had spoken with the last time. This time, the woman in that department told me that "the system" had been dropping credits. She told me should would give me a $50 courtesy credit, and the $15 credit that I should have already had. I told her that I wish they would just fix my account properly, so I wouldn't have to deal with courtesy credits. She promised that she had fixed my account, and that she had reinstated the $15 credit. I just received my latest bill. The woman had only credited me $50, and that $15 credit that I didn't receive last month? I didn't receive it this month either.

I've had enough. I can't deal with this anymore. Thanks Consumer Affairs, for allowing customers to voice their concerns.

Thankfully, I came to visit them and I saw that they had a Frontier bill in their bill pay box. Wondering why since they had cancelled Frontier over a month ago, I took a look and was shocked! Worse yet, my parents were actually going to pay for it. My parents thought they did something wrong. Frontier should be ashamed of themselves for taking advantage of senior citizens who never missed a bill in their life. Forget the airlines, it is time the government creates a residential communication services customer bill of rights. It is unbelievable what Frontier thinks it can get away with it.

So today, 2/7/11, I have yet to receive their return label for their equipment and was told one was never generated. Upon speaking with a manager, Jessica, I was told that it will take another 7-10 days for them to send the shipping label and that my account will not be closed out for another 90 days after the receipt of the modems return. And heaven only knows if they will send it out this time. I am due back 1/2 of the billing cycle for January, which they say will be returned to me with no interest as long as they check this modem in. If they are doing this to me, I am quite sure they are doing this to their other millions of customers and all we can do is take it.

In addition to this above, they have continued to harass me via phone to up my "cancelled" services. I explained to them in November not to call and even after I cancelled my service on 1/21/11; yet, apparently communicating with a communication company is impossible. Someone has got to do something about these large businesses that are keeping good people’s money.

Two weeks later, I went online and noticed that the change had actually been made on my account. Frontier had changed me to a faster internet service and changed my contract date, adding another seven months to my contract (from July 2012 to January 2013). I called customer service and the first customer service rep I spoke with could not help me, so she linked me with a higher level customer service rep. She said that she could make the change and told me that everything would be back the way it was to begin with.

I received my next Frontier bill two weeks later. The service was still set to the wrong (higher/more expensive) speed, and the contract end date was now listed as February 2013 (it should be July 2012). I called Frontier customer service again. This time, I was told that the change would be made (again) back to its original plan. The customer service rep attempted to sell me television service and a couple of other services. She eventually said that she had changed me back to my original plan and I would see the credit back to my account, if not in the next bill, then in the bill after that.

She did not reset the contract end date to July 2012. I had to remind her to do this (pointing out that I did not authorize a change in the first place). She said that she could not do that until she could speak with her supervisor, who had already gone home for the night. She stated that she would call me back tomorrow or later this week.

After this call, when I told them I was recording the call, they sent the box for the modem return. I sent the box back with the modem as soon as I got it, took a guess on what my final bill would be and sent it through my bill pay. Two weeks later, they send my payment back and wouldn't process it. I called again and the gentleman said that they received the modem and he has no idea why they wouldn't take payment but said if there was anything due now that they received the equipment. If there was anything due, they would send out a final bill for payment. For the next 2 months, nothing came from Frontier and on the last day of 2011, I received a notice for a non-paid bill through my credit watch, lowering my credit score 85 points. Low and behold, it was Frontier.

They reported my final bill as not paid. The amount they said was due was less than the amount they returned unprocessed when I guessed at what the final bill might be. I of course called and after 45 minutes, I was told it was taken care of. I had no final payment due and I even gave him my email address so he could send me verification of what he said would happen. Well, I am sure this is no surprise, I never got the letter. I called back a week later to find out why and some cocky punk "Todd" told me that the previous gentleman was wrong and I still owed the bill. After talking 30 minutes to the "god" of all customer service reps for Frontier, whom thought he knew it all, and him being so rude and ignorant to me, I just hung up and called the collections department the next day where at least the woman whom I talked to understood it was not my fault but could not do anything, but listen and try to get me to pay which of course I refused. She told me to write to the finals collection department of Frontier and send as much info as I could.

Now I am waiting to hear from them. I also sent a copy of my 6-page letter to the CEO thinking maybe she might want to know that for the supposed $54.00 bill they say I didn't pay that I have detailed written and taped conversations which if I let go public, would show just how horrible her employees are and that she may want to hold some of her key management in customer service accountable for all these happenings. This is a horrible thing they do. It took my credit score from over 700 to below 620 where I now can't even refinance my mortgage. If I don't refinance, I can't keep my house. This is just simply awful and they should be held accountable for it.

I wish everyone else the best of luck in dealing with this horrible company. I will try to update with good or bad news if any.

All I want is to have basic phone service at my home. Who are these people anyway? I spoke to 3 different people and not one spoke English as a first language. I was on hold 15 minutes the first call and 20 for the second. I would not be surprised if that was all part of the program. Every time I mentioned dropping coverage, I was put on hold.

My sad tale begins when I received a new debit/credit card. The old one expired, new one issued. The only problem, I never updated the expiration date online. I didn't receive so much as a phone call, email or carrier pigeon to notify me that I was being shut off. I called Frontier thinking it was a technical problem at first, only to be told otherwise. I paid what I owed plus credit and was told I'd be back up in four to twenty four hours. Two days went by. I called again, they said they'd closed the old account and would have to set up a new account, which curiously enough has the same account number as my old one. After an hour and talking to a supervisor, I was assured I'd be back on that same day. Nothing. I called the following day, finally spoke with a man called Eric who for the first time sounded like he knew what he was talking about. That sweet man made it happen that same day.

I thought all was good, until I received a bill in the mail. I had a credit on my account, but they were looking for the difference. I had been under the impression I'd be set up easy pay when I called to set up my new account. I signed in online to do so. I couldn't even do that due to some technical problem with the system. Yet again, I'll have to spend an hour on the phone tomorrow sorting it out. Normally, I wouldn't put pen to paper, but this isn't the only issue I've had. Before, they shut down their convenient nearby store where I could go have my issues sorted out by a wonderful young man by the name of William (bless his heart wherever he is). Now, I have to call and do battle each time. See, each month they charge me five dollars extra for something called Additional FiOS Internet without VZ. I have no bloody idea why they keep doing it. Each time, they credit me in either a lump some for twelve months or each month.

My brain is sore constantly monitoring what they're up to in case they overcharge me. Don't get me started when you're actually on the phone with them. I have a suggestion for Frontier, get new and faster computers for your employees. That way, you're not wasting my time or theirs every time it freezes or crashes. It takes an eon to pull up accounts also. The issue is ongoing.

I am currently applying for a mortgage, and Frontier shows on collections. I called 1/26/12 to speak with collections group, and Frontier still has not removed the charges that I was told twice would be removed. I requested collection be removed, and statement from "Amy" there is a balance still, it has not been collected, this can't be removed because you are late. Of course, it is late, they never rebilled with the final balance, because they did not remove the "Early Termination Fee" charges which were in error and which I tried to straighten out twice before.

In 2009 Frontier was investigated by the NY State Attorney General and charged later with billing customers for fraudulent "Early Termination Fees". Apparently they are continuing this practice, and affecting my credit rating as well. What will it take for Frontier to stop their practices?

Originally, when I signed up with Frontier Communications back in March 2011, I was told that I would receive a bill for all three services (Telephone, Internet and TV (Satellite)). I signed up for the bundle service on the last day that the service was available. Since I signed up for the bundle service late, the system somehow disqualified me to receive the bill for the bundle service. I called Frontier numerous times and attempted to get the issue resolved. Frontier credited me for the mistake. I was told from then on that my bill would be combined. I was informed that I still had to deal with DirecTV's bill separately because Frontier is going to switch the TV satellite service from DirecTV to Dish satellite.

A couple of weeks later, I received two more bills from Frontier telling me to pay my internet bills. I was being billed again separately for my bundle services. I called Frontier last week after I received the second bill. I spoke to Barbie (Employee number 231232). She was surprised when I told her that I was being billed for the Internet separately from my phone bill. She told me that she will take care of the issue. Today, I received a bill from Frontier telling me that I have an outstanding bill of $167.10 for the internet service I am receiving. If I do not pay the amount by 1/26/2012, my internet service will be suspended.

At this point, I am at the end of my patience. If I get a notice from Frontier Communications that indicates my bundle service (Phone and Internet) is being separately billed again, I will cancel my service and go to Comcast. Even though Comcast's service is somewhat more expensive than Frontier (that is why we switched in the first place) the hassle of time and money I can avoid with Comcast is much more worth it.

A copy of this letter has been emailed to Customer Service Center Director Carlos **.

2. Click the Financial Info link on the navigation. There is no way to do this. If my payment fails due to my inability to change the expiration date, then Frontier Communications can just cancel all my accounts. I cannot phone them because I am in Africa for the winter.

I am now back in Gresham, they have closed their local office in my city and refuse to work with me even though I was told they cannot pursue me for the contract if they could not provide service and now I sit here looking at my credit report only to find they have assigned it to a creditor. When you have the choice of only 2 evils Comcast or Frontier, I chose to stick with over the air TV and my cell phone for internet.

I finally decided to change to a different service that would give me the same speed for $20 a month. When I called to cancel my service with Frontier, they offered to match the $20 a month service being offered by the other company. I decided to stay with Frontier and avoid the hassle of changing services. Big mistake!

A few months later, I noticed a significant change in the internet speed. When I called tech support, they walked me through a speed test. It showed my speed was about 700 kbps not the 1 mbps I was paying for. Over the next few days and several speed test, I was getting download speeds as low as 200 kbps. That's when I decided to drop Frontier.

This time when I called to cancel my service, I was told that I would have to pay an $80 early termination fee. I found out that when they had offered to match the $20 per month service they also reduced my speed from 1 mbps to 750 kbps and entered me into a 12 month contract. I was furious! It took three more phone calls and a total of 2-1/2 hours on hold before I finally was able to speak to a supervisor and have the termination fee waived. Never again! After reviewing their record with the Better Business Bureau and seeing all of the complaints on several web sites, it's amazing they're still in business.

I am at my wit’s end as to what to do about this company. I have never complained on any company, but this one is just terrible, to the point where the government might need to step in and take control of this situation. I cannot imagine how much money they must be bilking from their customers, money that is not due to them. I am currently searching for other options, but am afraid that they might have a monopoly in my area.

When everyone in my area is gone to work during the day, my internet is about 1 to 1.5 mbps. During the evening, when everyone in my area is home using the internet, the speed drops severely and sometimes below dial up speeds. They told me that since my internet works during the day (while I'm at work), I should still pay for their services.

It doesn't matter that it doesn't when I'm at home. So what's the point in having their services anyway? I have ordered Hughes Net and they will be installing their satellite this week. They offer 2 mbps for double the price, but at least I am (hoping) to have better quality internet. It is sad that a satellite with 2 mbps is faster than Frontier's landline at 3 mbps. Also, when I called Forntier, I am usually on the phone for at least an hour. I have spent countless hours on the phone with Frontier. What's worse is that Frontier is my only option in my area, other than satellite. Needless to say, I am fed up with Frontier and their services. It's almost like they have a license to steel my money for nothing in return.

Fred called back at 6:15 last night, got hung up on, called back, waited 15 minutes, and the girl promised they'd be here by 8:30 last night. He called back at 8:45 and was told they wouldn't be making it but would for sure be here sometime today. No idea when, though. He called back at 5:30 today since they hadn't shown up yet, or called (we have a Skype number that we don't give out otherwise; we gave it to them to contact us). After holding for 15 minutes, getting hung up on, and calling back—we finally got a human being. The girl he spoke to have her supervisor check into what was going on. No real answer, but she said they'd be here first thing in the morning and they'd give us a whopping $10.00 credit on our next bill. We’re looking into alternate land line service or internet telephone.

Due to their error, the intercept was not correctly implemented, and now I have spent hours on the "customer support" system being put on hold waiting for supervisors that never show up. Had I known that they weren't going to implement call intercept, I would have held on to the phone number longer and used call forwarding or other means to let people know how to contact me.

Really? Now I have no Internet (that I am paying for). My frontier wire coming into my house melted on to the modem yesterday. My daughter burnt her fingers trying to unplug it before it caught on fire. I am so not happy over this! I am pissed off to be honest!

On August 6, 2010 a last and final payment for services was paid in full to Frontier, for only the services they provided (cable, home phone, and internet). As with nearly all cable providers, customers pay for the month going forward. The payment made on August 6, 2010 would have covered services provided through early September, 2010. In early September, 2010 we canceled our service with Frontier, and switched to another cable provider.

In November, 2010 we began receiving bills from Frontier, stating we owed them nearly $400. The bills did not state what the $400 was to pay for, only that it was an outstanding balance. That same month, we contacted Frontier to discuss the issue. At that time, we were told that it was for home internet services. We obviously disputed this for many reasons, but most importantly how does a single service, such as internet, amount to nearly 3 times the monthly rate of the three bundled services we had been paying for each month? Ludicrous. Furthermore, why were services not turned off, if we were nearly 3 months behind on payment?

After raising these issues with a female representative from Frontier that same month, she stated that she could see that there was a problem, but she could not help me at that moment, and required further time to investigate. At that point, the ambiguous bills stopped arriving through the mail. We had assumed that Frontier had caught the accounting issue, and made the necessary corrections. A year later, in November 2011, we received a letter from an agency stating that the issue had been turned over for collection.

On November 30, 2011, we again attempted to contact Frontier to get to the bottom of the issue. It was at this time that they stated they had no records whatsoever of our ever calling to discuss the matter, nor of any records whatsoever, that contain any financial detail that backs up their claim, of owing nearly $400. It was also at this time that they stated the outstanding balance was not for internet services, as they had stated a year earlier, but for cellphone services. Again, Frontier does not provide cellphone services. We are Verizon customers. Since 2001, we have always paid our cellphone bill in full each month to Verizon.

On December 1, we attempted to rectify the matter in person by going to a Frontier location near our home. At that time we were told the same ambiguous information; Frontiers computer shows we have an outstanding balance of nearly $400, for unpaid cell phone service, however, Frontier is unable to provide any financial detail to back up their claim, other than a generic note in their computer. Furthermore, if there ever was an outstanding balance, why was that balance never carried forward on our monthly bills? Why did this cell phone bill arrive two months after we cancelled our bundled services (which did not include cell phone service)? Why did we not have services disconnected by either Verizon or Frontier, if we were that far behind in payment? Why is Frontier trying to collect on a service they do not, nor have ever provided? There are no good answers to any of these questions.

As we have never been a cell phone customer of Frontiers, this is clearly an accounting glitch that occurred at the time Frontier purchased FIOS from Verizon and the services became unbundled. Furthermore, we have always been in good standing with Verizon, and Verizon has no information to state we have ever had any past due amounts owed to them.

Frontier is, by far, the most inept company I have ever dealt with. They can't explain a thing, and change their story with every person spoken with. They are unable to provide clear documentation for their charges. They send bills to collections, because they are in fact, bogus charges that can not be verified, and that intelligent consumers know better than to pay (so let's just scare them into paying our bogus bills by ** their credit!). They state that they have no records of prior contact, or any information pertaining to your account (so again, why would we just pay them nearly $400?). After reading all the complaints on this Web site, it's time for a class action lawsuit.

I never recall signing a three year contract with them. Now, they want to charge me $650 to disconnect my services. They are trying to tell me to just pay my bill for two more months, and the disconnect fee will go down to $400. If I do that, the new owners of the house will not be able to get a phone line, due to mine still being in service. So, they are forcing me to disconnect! All I can say is good luck Frontier. You will never see a dime of it!

As of today, December 4, my husband has been on and off hold for 4 hours. We have tried on other occasions in the past week to contact a customer service agent but have also played the hold "game”. Both on a statement and verbally on the phone, Frontier told us that they auto renewed our contract. This goes against all principles of consumer and business relationships. In fact, I feel that it is not only a privacy violation but a corrupt and unfair business practice. Imagine if all businesses operated on these principles. This ethic does not demonstrate a modern capital economy but a victimization of the consumer without choice about how and where they spend their money. We will refuse to pay the $200.00 late fee and continue to write editorials in our local newspapers around Montana, while also submitting a formal complaint with the state and national Better Business Bureau.

The ad does say in small print that services may not be available in all areas. I called Frontier and the first thing I asked was if our area now had high speed internet. The guy took our information and said yes, it was available. We discussed the bundle and I agreed to take it because even with Dish TV, the bill would about the same as what we were paying for dial up service from another company and our home phone service from Frontier. We used an antenna for TV service and paid nothing for that.

Things moved rapidly after that. People called and scheduled appointments for installing the dish and internet. The Dish TV was installed first and we had to sign a contract the installer brought. I called Frontier the next day to ask about the internet installation because we wanted an idea of how much time it would take and how exactly the internet service would work. Once again someone looked up our records and told me it would come from our telephone service box and other things. She reassured me that, yes, indeed high speed hook up was available.

A couple of days later, we sat there all day waiting for the internet installation. About 4 pm, we called Frontier and were told there was a note on our account that said high speed internet wasn't available here. I asked when they were going to call and tell us that and she said "I suppose sometime soon, maybe they're trying to call now" and laughed. It was bad enough we had waited all day for this service person and no one even bothered to call, but no one seemed to care.

We then told them that we no longer wanted Dish TV because now we would have to continue paying another company for dial up service and it would make our total budget go up. We agreed to the 3-part bundle; we were told it was available and now it isn't.

We were told, though, that you signed an agreement with Dish and now if you want out, you have to pay $70 for installation/uninstallation and $17.50 a month for the next two years for no TV service at all. I persisted and they got Dish Network's customer service person on the line who told me the same thing.

Finally, the Frontier person was getting so rude the Dish TV person asked her to hang up and said she'd help us. She said she would work it out with higher ups at Frontier and see what they could do for us. Well, we waited a couple days and after then called Dish and they said Frontier refused to deal with them, too, and all they could do was debundle the TV service. But we would still have to pay the $30 a month or disconnect fees to them instead of Frontier now. They threw in free HBO for 3 months. Whoopee, some help.

We called Frontier back. We said since they bundled the deal and had assured us it could be delivered and then it wasn't that, we felt they should pay the disconnect and assume any fees for cancelling the Dish. They just kept saying they didn't promise us anything; so, too bad. I talked to a supervisor supposedly. All they kept saying was that we should read the small print. We did and called them and were assured twice that the internet service was available. Had anyone said we think it’s available but we need to make one more check or there’s a chance a service person will get there and find no service, then we would not have agreed to the bundle.

I think it’s strange that Dish TV was installed before they told us the internet wasn't available. I believe they probably get a fee or some profit from the dish being installed and that they don't intend to tell you anything that would change your mind.

Finally after hours of complaining to various people, someone gave us $120 of credit on our phone bill which is still, for now, with Frontier. But that doesn't begin to cover the additional cost of $30 per month we are stuck paying to Dish and more the second year as the cost goes up. I asked if Frontier could at least provide dial-up internet service for the bundle price but they said that wasn't available either.

Frontier denies they were acting as an agent for Dish TV, even though they were going to be collecting the fee for them and they advertised to their customers and sold us the bundle. In short, we wouldn't have ordered Dish TV without the other services. We wanted high-speed internet and since the bundle of phone service, TV and internet wouldn't cost any more than what we were paying before, it seemed like a good idea. We made a decision based on what Frontier told us.

I have called Frontier several times in the past about checking to see if high-speed was available, yet they were always able to tell me no over the phone. I find it hard to believe they weren't able to do that this time. I feel that Frontier is using deceptive tactics to get people to sign up for a bundle because they get something each time someone orders Dish TV, which they deny. But why would anyone handle advertising, selling and billing for a company if they get nothing in return?

My husband is disabled and I have health problems that only allow me to work part time. We budget a certain amount each month for communication expenses and would not have voluntarily paid $30 more a month as we have to do now. No one would ever apologize and say they made a mistake, so I can only assume it wasn't a mistake but a deliberate action to deceive us. And whoever trains those customer service reps did a really poor job.

I want Frontier to do this: pay for the Dish service for the two years as long as we continue to pay them for telephone service. That way we can pay another company for dial up service and still not exceed the amount we thought we were going to pay for the three services. If high-speed internet becomes available and we get it, then we'll pay the full bundle price we were originally offered.

It would be really great if no one was obligated to anything unless the whole bundle as sold to them can be delivered. We had a hard time, but we did find another phone service provider that we will switch to if Frontier doesn't want to admit they made a mistake and help us. And I will tell everyone I know what lousy and misleading service Frontier gives.

I have spent over an hour on each of three separate days trying to remain a customer but to no avail. Each Customer Service Representatives fumbled for hours blaming faulty system as the cause for their failure. There was no sense of personnel involvement or commitment conveyed; only bother and lecture on giving them more time. The last employee was Nick ** who refused to identify to me a superior I could talk to but happily responded to my request to discontinue service. You can bring up my record from the last several days if you want to verify this.

I hope to dissuade as many people from experiencing the frustration I have experienced. The shareholders of stock are in deep trouble when Frontier cannot even keep an existing customer who tries for three full days to continue service.

I called again. The person I talked to this time said the matter would be resolved in 2 hours through their computer and even said she emailed her manager to call me back in 2 or less hours to confirm. I'm still waiting for a call from anyone. I called after another 2 1/2 hours. This time I was told that the soonest day a repairperson could be at the house was November 30th! Every time I called, I was told a different reason for not having a working landline and internet. I finally told them not to bother because I am keeping my service and money at Broadstripe. Even though it costs me more money, at least they care for their customers. By the way, 7 minutes and 37 seconds on the phone with Broadstripe and I had a working landline phone and internet. To the bigwigs, who may or may not read this, go through the recordings of every phone call my wife or I made. You should be ashamed of your company.

I called back and told someone that, I think this guy just hung up on me, she said she would have a manager call me back within 5 minutes, and that unfortunately, there's no way to see who I spoke with (the guy who hung up on me). An hour later, I still had not gotten a call back, so I called again and was told the same things.

A week later, I called again. This employee says managers don't call people back, and she doesn't know why someone would tell me that, and that they can look up who I spoke with, and placed me on hold for a manager. I relayed the entire story to the manager, and said I'm even thinking of switching to Time Warner, because of all this. She said "okay? I don't understand what you want me to do". I told her I want her to fix the problem, and she asked "what problem?". I said, "Do something about the guy who hung up on me!" She laughed at me and said her employees don't hang up on people. That call must have been dropped, that happens a lot. (They're a phone company, and they have a lot of dropped calls? Not a good sign). Then she said "So you're switching to Time Warner?, will you be taking your phone number with you?".

I asked her to at least try to find out who I spoke with, and to talk to him about it. She said "Even if I did, that wouldn't change the conversation you had, but you have me on the phone now, so how can I help you? What do you need?" I said, "I can't believe you're not even going to try to do anything about this!" She said, "there's nothing I can do about that, so why don't you just tell me why you're calling today?" I hung up on her.

She told me to contact her whenever my bill was wrong and she would take care of it. Well, she will not respond back to me. I have called her and e-mailed her! I called frontier and they told me that my bill was correct because I signed for a package that included extra costs. But I did not. They were so rude to me over the phone. I asked them what the extra charges were and they said they would call me back to explain. And guess what? I have not heard back from them.

I would never sign up for anything from frontier unless I had it in writing. They only lie to the consumer to reach their quotas.

Always record everything when calling about your phone. You have the right to record them as well when they're recording for whatever purpose before you talk with anyone. This gives you the right to record also. You will need that recording in court when you sue them for slamming you. Be a smart consumer with these ingrates as they will without a doubt lie to you, then you are stuck and end up paying a disconnection fine of 200 bucks if you want to close your account, etc. Don't even call them is my best advice! They are all told to lie to sell up and to say whatever it takes to get you into another package. Don’t do it! Just remember, record your call and always get the name of whom you are talking with. I’m a Washington State customer, but not for long with these kind of bait and switch practices. This country is going to **! Protect yourself all the time!

Sue them with your recording! It's legal since they start out saying, "This call may be recorded for quality assurance or training purposes." That means you, too, can record! Be wise and stay protected!

I do not want to be named nor am I going to divulge any names of my fellow employees. I will give details in some of the misinformation given to customer, issues with systems that cause billing problems and a few other known issues that upper management overlook. The biggest issue we are experiencing right now is appalling. The blackout period and the result of it is causing chaos. Recently, there were a few groups of the employees that were force fed training on the new Frontier systems. It was crammed in an eight-day course. The majority of the time, the training systems were down; a handful of subject learning material and systems were overlooked stating "we'll get how to do it on the floor".

Anxiety and panic swept the call center, worried faces riddled with anger and frustration stood out everywhere. All except the higher management. They kept saying, "don't worry, you guys will be okay" or "we have to get this call volume down". But the statement that never failed was, "don't forget that you need to offer a wide array of services on every call. That's your job". Regardless if a customer is calling in because she/he cannot afford their services as it is, we are required to up-sell them.

I was employed with Verizon, prior to the acquisition to Frontier. It was an exciting day for us because we felt like the iron hand was being lifted. But to our dismay, the same type of mentality still existed. Also, the changes FTR made caused a lot of panic as well. We were trained for sales first, rather than customer service even though the values are "People, Product, and Profit". The customer may call in with a major issue, even at times irritated and frustrated. We are expected to entice them to purchase an additional product that may or may not work. I will enlighten you on that subject.

Our network congestion issue with HSI has caused a tremendous volume of calls to the call centers and tech support. There were periods were the handling time for these departments exceeded 30 minutes and even at times, close to an hour. Numerous customers within the 13 states acquired have experienced an issue that was coined network congestion. These issues caused a great deal of frustrated customers calling in about their HSI service dropping. Some of them experienced up and down periods over a few months. I even witnessed some customers that were out for weeks at a time.

How do you sell a product that is not reliable? Netflix made the comment that Frontier has one of the worst HSI service in the nation. Some of us here feel guilty when we sell certain products because we know it may or may not work sometimes. The newest, greatest selling tool we have for HSI now is we have to still sell it even though it may or may not be available in their area. The customers call in livid and frustrated because they were told they can get a service and now, they are being told that their area is not available for that upgrade to HSI quite yet.

Another odd situation we have going on right now is our new phone systems are voice over IP. We are the phone company right? Then, why are we using that type of system? Numerous issues are going on: Dropped calls, noise on the line, unable to fully understand what the customer is saying and vice versa, and the total system freezing up while on a call. There are some of us who just have been sitting around because we are unable to access anything. One rep became concerned because their training for the phone systems consisted of a learning document they were given, minutes before they actually used the new phone systems.

A coach was made aware of her concern and his comment to it was more or less "well, then you need to ask if you need help". That reply was heard from a few different reps and they were taken aback. Why can't we get the training we need to navigate through all of the madness? Call volume. How are we going to be able to handle issues like repair and collections, write orders properly and steer through a calling system that just doesn't seem to be working correctly? Apparently, it doesn't matter as long as we up-sell our customers.

One of the last issues I'm going to share with you is a critical issue that a new rep has brought to our attention, and higher management as well. When an appointment, regardless of what the nature of it is (repair, new install or anything else), is not fulfilled, the customer is not called back to inform that their appointment will not be made or efforts to reschedule it. The management and other departments knew about this and still, no efforts have been made to fix this. I have seen this on my end as well. What do you say to a customer who asks, "why didn't anyone call?" There's no real honest way to answer that properly.

I don't know what's going to happen with the pending lawsuit that Frontier has from the $1.50 surcharge for HSI service, but I do know that a lot of us here don't agree with the charge and how it was handled. We were given a document on what to say when the customer calls in and disputes the charges. It was like a paragraph more or less stating, "we are imposing this surcharge and there's nothing we can do to waive it". I now realized that I have a made a poor choice in my career. I have great empathy for the customer and I'm fed up with how they are treated as well as the employees.

Anonymous

They had no record of the transaction that had taken place because they had "issued" me a phone number of (360) XXX-XXXX on the primary phone call and the one they had actually set me up with was (360) XXX-XXXX. So they had to set everything up again. I was okay until they told me that the install date for the internet would not be until October 3, 2011 and other services were on September 15, 2011. They stated that because of the mishap, they would credit me $10 per month for 2 years. I received a bill from them around September 24-26 for just the phone service. A day later, I received a bill from DirecTV for $36.11.

I called Frontier to make sure everything was fine. They said that I should pay the $36.11 and the $66.30 to them, and the next billing cycle would be correct. I then went to the DirecTV website to pay the bill and it showed that there was a credit of $8.89. This prompted me to call them to verify. The statement on their site was "correct", no bill was due. So I decided I would pay the $66.30 to Frontier when I get my paycheck. Then on October 8, 2011, I received a bill from DirecTV saying that I owed them $115.56. This puzzled me so I called them on October 17, 2011.

They said they sent a notice to Frontier on September 15, 2011 to bundle the package and Frontier retorted by saying that the account they were trying to bundle with did not exist. This was where the problems stemmed from in the first place. DirecTV has in their computer system that they sent notification for a potential bundling on September 15 and October 5, 2011. Both of these requests were denied by Frontier. It was suggested by DirecTV to call Frontier. I did this. I was on the phone with a Preston and he told me that he would have to call DirecTV to get verification that the bundle could take place. When he returned to talk to me, he said that because I am a "pre-existing" customer of DirecTV, that as of October 1, 2011, they would not be allowed to bundle the package. I told him that I wanted to speak to a supervisor. I was then put on hold for almost an hour.

When Lena (ID#**) came on the line, I had to explain the whole situation from the beginning, again. She said the same thing that Preston did and told me that she could give me a credit for the current DirecTV balance. I told her that this was unacceptable and she said that was all she was going to, not that it was all she could do. I then asked to speak to her supervisor. I have been told that her supervisor, Kevin, is in a manager's meeting and he would call me back. Now, I am locked into a 2-year contract with DirecTV at about the same rate that I was supposed to be paying to Frontier and will also receive a bill from Frontier. This is going to cost me at least an additional amount of almost $2,000 over 2 years and it was not what I signed up for. Lena only wants to comp me approximately $100. I still do not know what the actual bill from Frontier is going to be as the one that I received in September was for just the phone service and it did not include the internet. So that $2,000 could actually be a lot more.