Frontier Communications
Reviews and Complaints

I had a landline phone service since July of 1997. I converted that landline phone to a cell phone (with a different company in August). I paid my August bill (payments are always completed ahead of time on the 10th of the month). In September they billed me for service from August 22 - September 21st (which had been cancelled at the end of the billing cycle, August 21st.

After spending an hour on the phone with customer service they told me that because my account had automatic payments - the payment amount just came out. They agreed to refund the amount (minus the taxes). But since my payment was made through my checking account, they could only credit my account and wait for the money to be refunded to my checking account the next month. While frustrated, I agreed.

Imagine my surprise this month when I was charged an additional $93. When I spoke with customer service, they stated that the $200 charge is an early termination fee. Interesting, the charge is listed as "Promotion" next to it. Interesting that no one mentioned the early termination fee at any point in the process of cancelling my service. And, not to mention, my long tenure as a customer with this company - really, an early termination fee?

My only recourse, after spending another 45 minutes on the phone with customer service, is to file a dispute for the early termination fee. 21 years as a customer with no billing problems and this is what I get for being a loyal customer.

Frontier Communications has many bad reviews online, I would echo all of their statements, that this is the worst company I have ever dealt with. I am beyond disappointed that a company would treat it's customers in this manner. I will never return as a customer and ensure that I spread the word that everyone avoid this company at all costs.

While I am not one who normally write reviews, good or bad, I guarantee I will find every avenue to share this experience to ensure everyone avoids this company.

An internet service provider was hooking up our internet service...he was very homophobic, stating that he didn't like "gays in prison"...he continued with "gays are nasty"...I was very offended! The vehicle he drove to my apartment was: #11-121623

My account UI is: torinholmes15810

I Know there has to be information logged somewhere on who specifically came to my apartment.

I've ben a frontier costumer for a long time I was moving and I called two weeks inadvanst to transfer my service from 60 Rayol oak dr unit B To 400 Fairfield avenue second floor both in Waterbury ct they gave me an appointment for 9/15 between 1 and 5 and they never showed up I called frontier at 4 o'clock and they said that they had to install fiberopetick never called me that one day wasted waiting for frontier they came back on 9/27 and installed some wires but could not finish the job didn't have the ecepmint he needed I goes frontier only have two splicers and they were being used day two wasted now is Saturday the 9/29 and I'm still waiting I can't believe you treat your costumers this whey and your still in business? My account # [protected]

I closed my account with frontier as the service was not provided at our new home. I returned my equipment immediately with the packaging and pre-printed postage provided by frontier. Now, frontier says that they never received the equipment and want to charge us $220! I called to speak with a rep, as we had the tracking number and everything, and they were the worst. They claim that the package was never received, and therefore, we are getting charged for the equipment. I've been calling on a weekly basis, and no one will clear the charges, even after they found the package in their warehouse. They sent our account to collections and now, we're at risk of having this affect our credit score. This is a total scam and completely ruining our lives (as we're trying to buy another home). It's criminal. How do you treat people like this?

They are completely unethical and will not help you fix the problem in a timely manner. We were always on time with our bill, gave them thousands of dollars when we used their services, and even referred other family members to use them.

I'm not asking for much - all we want is to clear our account, ensure this will not hit our credit score, and sever ties forever.

Prior to February 25, 2018, Frontier was charging Blue Trail Range Corporation $577.87 per month for phone service for eight telephone lines and internet. The internet charge was $59.99 per month and the Corporation was being charged for a 2-signal local 2 wire router at $256.00 per month. Four of the eight telephone lines were not active, the Corporation never had internet service from Frontier and the 2-wire router was never installed/active for the business.

On February 25, 2018, the promotion ended and the Corporation's Frontier bill went up to$961.57 per month. The Corporation was still being charged for eight lines, of which only four were active and internet and the 2-wire router.

On June 11, 2018, Frontier was contacted and informed that the "Frontier Simply Unlimited" plan was to be removed from the phone lines to allow for those lines to be ported over to a new provider (Comcast) This request was acknowledged by Frontier and the Corporation was given a confirmation number of [protected]. This would allow for Comcast to become the phone and internet provider for the Corporation on June 19, 2018 and discontinue having Frontier as its telephone provider.

On June 19th, the Corporation was contacted by Comcast and we were informed that Frontier had failed to remove the Simply Unlimited plan from all our phone lines. This meant Comcast would not be able to port over those lines so the Corporation was not able to discontinue the use of Frontier. Frontier was contacted on June 19th and again was asked to remove the Simply Unlimited Plan from all our phone lines and we were guaranteed this would be effective June 20, 2018. Confirmation number provided was [protected].

As of June 21st, that still had not occurred and continued to delay in allowing Comcast to become our provider and discontinue the services of Frontier. Frontier was contacted on June 21st yet again and we were assured this would occur the next day. Confirmation number [protected]
The delay in Frontier failing to remove the "Simply Unlimited Plan" in a timely fashion resulted in Comcast not being able to port our phones over and become our provider until June 26, 2018. This resulted in the Corporation being charged for long distance calls and services for the period June 21st through June 26th when Comcast became our provider. The cost to the Corporation was approximately $300.00.

Minimally, Frontier charged the corporation for services it never provided in the way of internet and a 2-wire router from January 2016 (the earliest statement available) through July of 2018 resulting in costs for services and equipment that were never provided of $9795.69. Furthermore, the Corporation was being charge for those same periods for eight lines when only four of which were active. For the period February 14 2018 through the billing period of June 21 2018 this resulted in the Corporation being overcharged approximately $1761. For the billing period January 2016 through February 2018, the Corporation was overcharged approximately $6120.
In total, the Corporation was overcharged by Frontier for goods and services they never provided at a cost of $17, 940.

Please contact me to discuss this matter.

Sincerely,

______________________________________________

Kyle Overturf
General Manager

I called to set up internet, in August. I wanted the cheapest and the rep set up internet and phone and said it'd be $44.99 because I had to have fiber optics and couldn't do the other type. He said having phone made it cheaper and I told him I didn't need it. I get my bill and it's $90. The conversation was recorded and I clearly ask it's $44 a month multiple times, already more than I wanted to pay, and he said yes. The rep today fixed it to internet for $36.99 but couldn't do much with this bill because I had phone. I don't have a phone hooked up. I was also informed my first bill was 30 days, after install, but for some reason I have two bills. Extremely upset as I was given false information and stuck with this bill and had unnecessary phone service when I never wanted it and made the bill twice as much! I'm a single mother and got internet for my kids schooling and can't afford to get lied to and charged for things I never needed and get con into these services to get more money out of me!

I had set up with frontier late 2017 and when I moved to a different residence in early 2018, I was told i'd have to pay the same price for lower internet speeds plus id have to wait for a month to have internet installed in my home. I then cancelled my monthly subscription to frontier and was told that for the trouble my last bill would be waived for a month of no internet use due to a serviceman not being able to set up internet in a month.

I then started receiving bills in the mail from frontier after they said I owed nothing and had my service disconnected. I called customer service each time I received a bill to have it corrected and each time they told me it had to go through a few billing cycles before my name would be wiped from their systems.
I was told I didn't have to pay anything and that the bills sent to me were "fake bills".

Here recently this month of september 2018 I was sent a notice from a collection agency to collect $80.31. I called customer service and they said that I did agree to a contract service at a discounted price. I told them that I explicitly asked to not. Be charged on a contract basis and that the sale they made to me was fraudulent. After 5 minutes of silence I was told to call collections at normal business hours and that collections would assist me further

I closed my account with frontier and I returned my equipment. Now, frontier says that they never received the equipment and if just may be that it was lost via mailing process... but I called to speak with a rep. The first woman couldn't help me and said I had to go back to find the receipt. I couldn't find the receipt and the UPS store claimed they couldn't help me track it. I called again (frontier) to update them and the representative I spoke with said you're all set, I cleared all charges and I'm sorry about the bother. OK, now 2 months later I receive a bill again for the equipment. I called today and spoke with a supervisor "Debar" she was absolutely rude and had no communication and customer service skills what so ever. She was nasty and stated that she couldn't help me and that what I chose to do with my credit was on me... EXCUSE ME?! You guys are making it impossible to rid of you.

I filed a complaint with you previously in regards to Frontier charging me a reconnection fee, for restoring service, when there was an outage in my area.
I was contacted by Stacy in the Texas office.She reassured me that the charge would be reversed, on my next billing cycle, and it was not, in the amount of $32.99
I contacted Frontier on Sept 3, 2018, in regards to this matter, and was told we donot reverse these charges.I was told, we will file a dispute.
I was also charged a $75 fee, that I was told would not be charged for connecting my cable service in August of 2018>I spoke with someone in customer care.

We started service with Verizon which was changed to Frontier in our area. Frontier left the Verizon equipment after the takeover of programing and billing. During an electrical storm 2 of the 3 cable boxes we have are no longer operable. I have called to have them replaced 5x's. Initially the service rep came out and got the DVR to work and the internet but not the two other boxes. I have been told by Frontiers scheduling department for technical service rep, that the technician can charge whatever he feels like if he comes out to replace the inoperable boxes. I asked what would constitute a service charge, and was told what ever the technician feels like charging for and whatever the amount the field technician feels like charging. I asked to cancel the 2 boxes and have been told 3x's now that they can't cancel the inoperable boxes since it's grandfathered Verizon account. That there is nothing they can do. So I am now left paying for Quantum Enhanced DVR $22.00 a mth, Fios TV Ultimate HD $99.00 a month AND Quantum Enhanced 3-room pkg $29.99...for one hook-up DVR in one room.

Frontier Airlines,

This was my first time flying with Frontier Airlines and I was very disappointed by the long delays I had to experience. I was on a flight from Orlando to Chicago on August 16, 2018 which was delayed for hours and on my return flight on August 23, 2018 that was a very long delay before the flight arrived in Orlando. I feel Frontier airlines should compensate me for the inconvenience. I should receive a refund or a ticket to travel with Frontier airlines again. I can be reached at
[protected] or by e:mail @ [protected]@yahoo.com.

Sincerely,

Lisa Brown

I've been at this for 3+ weeks, have actually placed my order twice - - AND STILL can't get the order confirmed or scheduled!

Problems :

1. confirming local number portability to keep the land line phone number - I've had this number for almost 20 years!

2, getting call backs to confirm order & schedule - each time I specifically explained that they need to call my cell and not the house. I made each sales rep read me back the cell number I gave them - [protected]. Yet when I call to check why no one has contacted me, I'm told that they tried but got no answer at the home number and me cell number isn't on the order! My home has a log and a 91 year old there and NO ONE has tried to call!

3. On the first attempt MS32403611-1, after getting thru the issues above, and finally getting an order# 072268934FT, they then started quoting me all different prices and asking me the same info regarding equip, etc. When I stated I had different prices, I was told they had no access or control, did I want to proceed with the higher prices or not? I said no - at this point I had over 3 HOURS invested in trying to switch companies!

Waited a week to calm down so I could deal with a new order taker without biting their head off. Placed a new order, wrote EVERYTHING down - all price quotes, etc. CONFIRMED contact # 4 TIMES! This time I was given a username & password. See MS32792371-1 Salesperson Yaz - she was wonderful and said she made notes on the order about prior problems, contact details, and set up my security question.

4. After a few days, still haven't been contacted. I called the number she gave me [protected]; they gave me a different # [protected]. Now I'm being told this order has been cancelled because they couldn't contact me again! Now we are starting all over again and running into all the above problems.

I finally gave up and let them do whatever they want, as long as I got an install date, but the amounts are still not right and do not match what I was quoted!

You've got series issues with sales, ordering, customer service, etc. If I didn't have the 91 year old, I wouldn't deal with Spectrum NOR Frontier!

Finally, an order # with a scheduled install - #072386319FP

Someone needs to contact me at me cell - [protected] and make sure that the prices on my account for monthly recurring charges match what I was quoted!

Lisa Thomas

I recently purchased a home and contacted Frontier to install internet. I was quoted a speed of 18 over something which was the fastest available in my area. I received a confirmation appointment via email and assumed the appointment with a 4 hour range of showing up was on the books. I was wrong. To make a long story short, the fastest available speed in my area is 12 over something so before the installation could be done they needed my okay that I would be accept the slower speed. After waiting for 4 hours for someone to show up and install my internet, I called Frontier and was advised that my appointment was cancelled. Apparently, they had called me 3 times from an 800 number and I did not pick-up, ( I confirmed this with my phones history), so my appointment was cancelled. Granted they could have left me a message, text or emailed me prior to cancelling the appointment, but that would have required a minimal amount of decency or common courtesy! I am beside myself trying to understand how Frontier Communication feels it is acceptable to not advise a customer, who they know will be waiting for 4 hours, that the appointment has been cancelled. Not one message, email, or text other than the original email CONFIRMING my appointment!

I had to laugh when the customer service person stated that my voice would be heard by the leadership of the company "since they really care". What a bunch of BS! If they cared this situation would have been avoided. I had three calls from three different people and not one of them left a message. I'm assuming leaving a message is against company protocol since out of three calls received no messages were left. At a minimum you would think, when Frontier unilaterally decides to cancel an appointment they would attempted to advise the customer-But again that would required basic common courtesy and respect for the customers time.

Based on my dealings with Frontier they obviously do not care about the customer!

Frontier how do you call yourself a communication company when you lack the ability to leave a voice message, text or send an email?

I contacted through chat on Aug 25th and never got an answer about the internet being down or the problem fixed. I want my bill credited for all of this downtime and will be immediately looking for another provider! In the meantime I would like a direct answer if the site is down again or what is going on. Using my cellphone to issue this complaint.

The service boxes throughout our neighborhood are a very ugly sight. The lids are not secured and the insides are out or come out when it rains.
Their are places were lines on the ground are exposed.
Our neighborhood was beautiful before Verizon came through. If these boxes were maintained it wouldn't be so bad.
This neighborhood is located in Lutz, Florida 33548
County Line Road at Deer Lake Road; on Deer Lake Road and Deer Lake Drive

Been trying to get hooked up with internet at new home since July 2 - Moved from old home on July 2 into new one - Frontier is trying to bill me for my old address and I did not even live there - but they have not hooked me up at new address because they say former owner never cancelled service, but he says he did. have a service contract that is 30 days old and they said they had to start a new one. NO ONE KNOWS WHAT THEY ARE DOING

Can you believe I'm not even installed yet and have complaints already?

TWICE Frontier Communicatons in Tampa FL has stood me up for installation.

I was given the installation info by them! I didn't make it up.

You'd think they want customers! Guess not!

WHO can fix this? Is anyone realy interested?

When things go bad in the beginning...

There HAS TO BE a 3rd choice for internet here...

Advice to anyone considering doing business with Frontier Communications: Take thousands of dollars and tear them into small pieces. Throw the pieces into a busy intersection and lie down on them. This would be less painful than dealing with this company! To say Frontier Communications is the absolute worst company that we have ever dealt with is an understatement. There is not a word in the English language or any language for that matter that can accurately state what a disaster this company is.
The number of issues we have had with losing our phone service are far too many to list. Apparently, Frontier thinks so too. When I tried to obtain a list of service tickets we've had with them, they were only able to provide 3 - a laughable number considering we've had that many in last 2 weeks alone! There is not even a record of the 5 days we had NO PHONES. 5 DAYS! To give a detailed account of each interaction I have had would not only be too long for anyone to read, it would also be impossible to believe. I would be happy to provide examples if requested such as my conversation this morning with their technical support department when our call was dropped while being told there were not an issue to report. At least that's what I'm told I was being explained since I couldn't hear anything through all of the static. They considered this a closed ticket.
Let me explain what that means to a small business like ours. 5 days without phones means 2, 430 calls that we would have normally handled were missed. 2, 430! There are an average of over 400 calls that go in and out of our office a day. 400 calls that are not only our livelihood, but 400 customer commitments to do our job. You don't become a top 50 State Farm agent (out of 18, 000) by breaking commitments. That kind of success is based on providing customer service and benefits not found elsewhere - something our customers rely on. Do you have any idea how frustrating it is to deal with a company like Frontier that prevents us from doing our job because they don't know how to do theirs? It is inexcusable. The incompetence that I have experienced in most all interactions is astonishing. Like clockwork, I know the wrong tech will be sent out each and every time no matter how much I emphasize the type of system we have; there will be an issue with forwarding calls and require 3-4 calls. Every time.
To pay over $1000 a month for the worst phone and customer service on the planet is absurd. To learn that not only you are paying for all of the times we were without service (including the 6 full days!) we have also been overbilled more than $5, 500 for the past 2 years. Which is less than the $6000 Frontier plans to charge us for terminating our services! I have provided documents dating back to 2016 to have this corrected. The last response I had was August 1, 2018 stating it was being looked at. That makes it 2 years and a week.
I sincerely feel pity for the field employees of Frontier. Frontier's executives should be ashamed to burden their employees with have to face their customers. The last tech we had was mortified at how his own call center partners were not only talking to him, but to me as the customer.
This letter is not intended to correct what cannot be fixed, or to express expectations for a resolution. The only expectations I have from Frontier is that we will not have working phones at some point between now and August 21st when Spectrum installs our new phone lines. I am simply informing those that currently have Frontier or are considering Frontier that you are better off throwing away your money while getting hit by car.

Lindsay Cornwell

We disconnected our service in Feb. 2018 and paid the account in full, but still receive bills that we have disputed with their complaint department. We actually spoke with a service representative and resolved the matter but now we are getting collection notices on a small amount of money that we refuse to pay. Total thieves and robbers. They just got off of hold and told me that it would be a 45 minute wait to talk to a supervisor; total stall tactic. I'm sure they thought I would just hang up, shut up and pay the bill. Not happening. May have to get legal representation if this next call goes south...

Stay away from them if you can.

my name is Vileana Briggs home phone is [protected]..I have been requesting an executive complaint for over 3 months and have been told the agent I was speaking to was setting it up. I have never received a call back and I continued to pay the amount I felt I old under my grandfathered rate which was 187.20. I have been told first that the increase was due to a regional sports fee which Florida's PUC had mandated and it was being passed on to the customers. I reluctantly paid the difference. But then I received an increase of over 24.00 dollars and was told that was due to he loss of a 29.00 employee discount which was removed. I did not pay that increase, I asked to have an executive complaint issued yet again. I never heard back from anyone. I continued to pay the amount I had been paying. Today my services were interrupted and I was to go on line. So here I am. I was now sent to retention to rebundle or lose my service. I feel I have been treated terribly and I am sending an official letter to both the PUC and FCC to customer care divisions there. This is simply not acceptable. I was forced into taking your plan and losing my unlimited calling with only a regional plan in its place.