Frontier Communications
Reviews and Complaints

I had called Frontier to complain about my ever increasing priced Premium Package. I was told my billing would go down if I signed up for a two year plan keeping the same package. I agreed, and now I find that my Starz and Encore channel has been deleted from my viewing package. I called to complain and they informed me that I would have to pay additional money to get these channels bringing me to the same rate I was paying before and now I am locked into a two year package with a fee for termination.

Boycott this company! The frontier technician inappropriately touched my wife, while I was at work. I called to complain to the company on saturday. They stated they took this "very seriously" and would give me a call back on the next tuesday, with a status update. The never called me back. I then called back the next day, for a status update... And waited 30-40 minutes to talk to a manager... Then to a director... Then got hung up on. They obviously don't care about sexual harassment and/or inappropriateness. Im done with this horrible company. If you have them... Choose any other company... Even if it's dial-up. Dont support a company that supports sexual harassment and protects their predators!

I called Frontier around April 2017 to start internet service at an address I would be moving to in May 2017. The date was set for a couple weeks away. I ended up going with Spectrum Internet instead. I called Frontier to cancel my installation/start of service a week before the service was started. After a month or so, I started receiving bills from Frontier for the service. The first time I called, I explained that I never started the service. I was sent around to different departments (customers service, collections, etc), was disconnected multiple times (not on my end), and had to reexplain the issue many times. I finally was put on the line with someone that seemed like they cared, and he personally took me through the correct channels, while on 2 way call, to receive what I needed. The whole process took 2 hours before I was assured that my service was canceled, and I did not have to worry about the charge. I was also assured I would be emailed with a confirmation of my cancellation, and lack of charge, which I never received. After a few months, I started receiving bills from Frontier again. I called Frontier again, and was told that my service was canceled, but that I had to file a dispute to the charge. I filed the dispute (which I could only do over the phone with customer service), with the description that I have provided above. I did not start the service, so I should not be being charged. Yesterday 31 Oct 2017 (another month after I filed the dispute), I received another bill from Frontier. I called today, and was told that the dispute was filed incorrectly. I had to refile the dispute, and was told that I would be called with an answer. I did not receive a name nor an email stating that this was actually done, because the person I was on the phone with said he did not have clearance or access to perform those requests. This has been over 7 MONTHS in the process, and has taken untold hours of my time for no reason! I never started service, so I should not have to pay Frontier a DIME. I am in customer service, and every time I call it takes everything in me not to scream at the person that unfortunately receives my call. Frontier is the worst company I have EVER had to deal with in my entire life!

My account number (on the false charge bills) with Frontier is: [protected] 051817 5

Frontier Communications has been unable to provide services to our home residence since June 2017. We have had multiple technicians come out to run new line, check telephone lines, and I even disconnected and tried to get a new line on October 5th (no home phone for 4 months). I wouldn't care about the home phone, except we have 4 children and not everyone has a cell phone. Frontier was NEVER able to get us a working phone line, however, they are billing us for their services. They have now turned over a $39.50 charge to a COLLECTION AGENCY when FRONTIER COMMUNICATIONS never provided service.

They have scared me into paying this bill as I don't want this on my credit report. Frontier Communications is pathetic and their customer service is horrible.

DO NOT USE THEM.

Frontier makes a lot of promises and keeps none. They promised a $300 Amazon gift card, free Stars and a commitment for two years price protection with no early termination fees. Installation took about 5 hours, they were late and had to come back. When they came they didn't know they were hooking up internet, thought I had a different package. Apparently I thought I had a different package as well. They throw out so many different options never making it clear that if they change an option it negates everythingvelse they promised. I took notes wrote down $300 amazon gift card, no price jump, their commitment for two years of price lock and no early term fees, and here I am 6 mos. later, after two faulty dvr boxes, frequent interruptions and freezing, and my price jumped $40 a month. Additionally if I cancel there is a $140 early cancellation fee. They say what they need to to sign and keep you, then scrap everything and charge you what they want. It's bait and switch. They just lie to your face. Now I'm stuck with a decision: an extra $40/month, or $140 to cancel.

I ordered Frontier Vantage in August 2017. I was quoted a price by the sales representative, "Junior" of $64.99, the special of the day for a "first time" customer. One of the channels I ordered was Bravo, our conversation was recorded wherein I asked him at least 10 times, Bravo is included? The package is $64.99? He (Junior) kept saying yes, yes, yes.
I had Frontier installed and there was no Bravo, I had to make 7 calls, 15 hours on hold to get someone from Customer Service to add it but they said it will not be $80.00 plus taxes, etc. I said to add it and that I wanted to speak to a Supervisor because I was quoted a completely different price. I got "Vicky", after being on hold for an hour and she said she would contact "Juniors" supervisor, listen to our conversation and she would personally get back to me, that was on Oct. 2, 2017. I contacted the Better Business Bureau for the State of CT who said not to pay the bill because then that means I agree to the $80.00 instead of $64.99, so I didn't and have been waiting for "Vicky" to call me back. It is Oct. 20, 2017 and still not call and now no service because my account is in collections for non-payment. I was told my Customer Service Rep. "Michael" that if I paid $115.76 my service would be put back on in 24 hours, I did what he said. Today, October 20, 2017 I called to find out when it's coming back on and Ashley from Customer Service said it will be three days from your payment date. Wait, 24 hours and three days is a huge difference. What is going on with Customer Service, they are in sync, they are all liars? I spoke to the following: Janessa, Michael, Brandon, Vicky, Cassandra, Ashley, John and many more all of whom said they can't help me with my dispute over my contract so instead what they did was turn off my services and ignore me.
I wish I had looked into this company before I bought their crap, they are fraudulent, corrupt, dishonest, incapable, inaccurate, Insufficient uneducated, intimidating, bullies, thieves, dishonest, untrustworthy rats. I hope the public reads this email and PLEASE DO NOT BUY FRONTIER SERVICE, YOU WILL REGRET IT FOR THE REST OF YOUR LIFE! BUY ANYTHING BUT FRONTIER. I am filing my formal complaint today with the Department of Consumer Protection for the State of Connecticut. I would like to lobby and get Frontier out of my State, and I am sure I am not alone in that thought.

Dear sir.
my account no. is [protected], pin no. is 5776, and order ref. is [protected].
my wife and I called your company and changed the service successfully on 23th of last Sept.
The rep. told us that the bill amounting around 900 bucks would be corrected, but it is still the same.
We tried to contact naylon tompson and leave the message tens of times, but he did not answer or call back.
Could you fix or inform us your service email address that I can proceed?

If frontier communications customer service is not solving your problem, you can always contact the President/CEO’s office by clicking on: https://frontier.com/office-of-the-president-form... and filling out the on-line contact form.
… within a few hours, you will get a reply back letting you know that a a member of the executive customer service team will be contacting you to help resolve your problem. I was ecstatic, but nearly a month has passed and … (you guessed it), no one has contacted me. A second attempt on my part has returned the same results. NADA! This is certainly not what was implied by the URL and the follow-up email.
It is sad that the Frontier CEO’s office would participate in a hoax that is harmful to the company’s customer service image. Delivering unacceptable service levels and then permitting your Executive Team to double down and ignore customer service issues begs for a change in leadership at FRONTIER.

Contact Frontier ( was Verizon) to suspend services effective May 20th. for 5 months in the summer, was advised that everything was ok and told to call on Sept. 29th. before we leave our northern home to reinstate our Florida service.
Conformation no. [protected] processed, will need to call them to reinstate 2 weeks before before Oct. 13th . Number to call is [protected].
Order no. [protected], call number [protected]

On June 27 called Frontier again requesting them to suspend service as still billing me for all services. Samantha from Indiana made the change again to reflect the suspension. Order # [protected]. Took auto billing off account so they do not access my bank account.

Called today, Sept. 25th to activate our service on Oct. 11, they had to set up new account with a temp. phone number [protected] but said I will get my old number back. The cost per month w/o taxes is $115. They will call if they cannot activate service from their office. Which means would have to arrange to let technician into Villa if they cannot.

My order number is [protected] for these changes. We also get 24 months free for star and another channel. They will also be applying a $104 credit to our account from the old account.

Received an auto message from Frontier on Oct.10 advising that a technician would be coming to my home to activate my system on Oct. 11 unfortunately I had to cancel and reschedule until Oct. 16 as I was not back to my Florida residence until Oct. 12.

When I did talk to a technician to see if they could activate the system remotely as they have done before I was told that my account had been cancelled in July for non payment even though Frontier owed me money.
At no time was I advised by Frontier that my account had been cancelled and sent to collections.

Because of the cancellation the technician has to come to physically activate my service. I then find out that I no longer have my phone number which I have had for 15 years. This situation is unacceptable and I have decided to drop my land line with Frontier and I am still considering what to do about TV and internet.

The service I have received from Frontier since they took over from Verizon has been terrible. The simple task to suspend my service for 5 months in the summer as been a nightmare and even when I do what Frontier asks of me they still screw it up.

As someone who has worked for a service company for 38 years I cannot believe how Frontier treats their customers and after all of this experience I feel that Frontier sees themselves as the victim and not the customer. No service company can exist with that attitude.

George Baillie, 2125 Lynx Run, North Port, Florida, 34288.

[protected]@ aol.com

On September 4, 2017 I contacted Frontier seeking to have my service transferred to them. I have a landline and my number is 813.749.6303. My number had to be ported. I cancel this request on September 18 twice thru the customer service since two representative were suppose to contact me with a resolution since I did not want to pay Spectrum and Frontier for same services since my land line had to remain active. Frontier left a message on my home phone October 4, 2017 stating no one was home to complete the request. While entering the complaint on October 9 I spoke with Jessica and asked for supervisor. I was transferred after 10 minutes. I have been on hold for 40 minutes now.
How can I do business with a company who have no business ethics and work ethics. After 40 minutes waiting an Akeila answered the line. Frontier did not offer resolution.

A number of weeks ago I placed an order for internet to be installed into my home. My address is 21620 Schreiber Rd. in Kiel Wisconsin. At that time I was given a date as to when the installation would happen which was set up for Sept. 25 and that I would need to be there between 8:00 am and noon. I made arrangement to be there during that time period. I waited all morning and there was a no show. I had to leave at noon and when we were having supper around 6:00 pm then some individual showed up to do the install. They worked on it until dark and then when I talked to them they indicated that there was trouble on the line and they would be back tomorrow. Apparently tomorrow has not come since I have not seen anyone. I guess you need to buy those people a cell phone so that they could keep people informed as to what is happening. I would think that someone in the office should of called me and kept me in the loop as to what is happening. I did call the customer service today and asked them to check into what has happened and when I could expect internet service. All that person could do is set me up with a new date for a service tech to install and that date is for 10/12/2017. The order number is [protected]. What happened to the previous order? do you find this acceptable and if you do then I have to ask myself if I am aligning myself with the right company.

Wednesday, [protected], I arrived home and found all of my FIOS out, the house phone, TV, and Internet not working. I was on my cell phone for approximately (2 hours and spoke to 5 different Frontier representatives). At least two were from Texas, one from Georgia, one from Pennsylvania and I am not sure of where the other one was from, I could not understand what she was saying. None were able to restore my FIOS or answer my question as to why it just suddenly went out. No one could tell me if there had been an outage in my area, which is in California. And even more frustrating, they could not send a repair technician out to my home until two days later.
Thursday, [protected], the following day, my wife told me that she saw a Frontier truck across the street at one of my neighbor's house. When I arrived home I went over to talk with the neighbor and found out that many other neighbors had lost their service the same time and day that I had. My neighbor said that the repair Technician that had come out, told him that the main box near the school had been tampered with by some kids and they had pull multiple wires out of the box. The technician also said that he had reported it to his manager.
On Friday, [protected], I called Frontier again to confirm that someone would be coming that day to restore my service and also to confirm the alternate number for the technician to call prior to his arrival. My home phone was still out of service. Note: During my conversation with at least 3 of the 5 people that I had talked with on Wednesday, I had specifically asked them to put in their notes my alternate number to use. When I spoke with the representative on Friday, he stated that he did not see any alternate number in his notes. Question: What is going on?
Friday afternoon, [protected], a technician came and worked on my service. Note: He was very knowledgeable about the system. Since he had responded to my neighbors the prior day, so he knew what the problem was and had repaired the wires at the main box before stopping at my house. After restoring the system everything came on except the Internet. He called someone and asked them to do something remotely. At this point the Internet would not restore. The person instructed him to replace the ONT unit, located in the garage. He explained to whomever he was speaking with that there was nothing wrong with the ONT that the original loss of service had occurred due to the vandalism at the main box. The person on the phone again instructed the tech to replace the ONT and hung up the phone before the tech could respond. The tech apologized to me and got another ONT from his truck. After installing another ONT all service seem to be restored, but we noted that it took a long time before the Internet service on the modem would come on. Later that evening my son told me that his computer seemed very slow while on the Internet, so he ran a speed test and the upload speed was very low. I went to my computer and ran a speed test and found the upload speed to be (36.48 mbps) and the download speed at (79.15 mbps). My FIOS Internet service should be 75/75. I also tried to view a movie from Netflix on my computer and I got a lot of spooling, never was that way before these problems started.
Sunday, [protected], when we turned on the TV, the HD channels in the 500 range would not come on. Before finding this out, I had originally planned on waiting until Monday, [protected] to call about the slow Internet speed, but this new problem prompted me to call. So I called the number on the TV screen and talked with a Frontier representative. He asked for an alternate phone number in case we were disconnected. After sometime, while he was performing test on the system, everything went out again, Internet and home phone. We got disconnected. He never called me back on the alternate number. Finally after waiting about 10 minutes, I called back. I explained to another representative what had transpired over the past week and also what had happened with the person that never called me back. Note: This new person was very helpful and got everything running again, but unfortunately only temporarily. The Internet dropped out again and he could not get it back up. Again, the earliest date that he could have a repair technician responded would be Tuesday morning, [protected]. Now I will be out of service again for two more days.
Tuesday, [protected], I waited at home for the repair technician to come. According to the last person that I spoke with on Sunday, the tech was scheduled to come before noon time. At about 11:10 AM, I called to confirm that the tech was still coming because it was getting close to noon and I still had not heard from anyone. Good thing that I called. The representative I spoke with could not find any record of a repair technician scheduled to come to my home. This is totally beyond incompetence relating to Frontier. The representative put me hold and said he was going to speak with his manager and try to get things worked out. He did find afterwards the ticket number that had been established the past Sunday. He ran some test and had me check my router to see if the amber light was out and the green light on. It was green. Finally my Internet was back on, but after doing a speed test, the up load speed was around 36 Mbps. He stated that he would work on this, but it would take a few hours. I checked my upload speed at 3:00PM and it had dropped to 19Mbps. It is now approximately 6:00 PM PST and my Internet speed has not been repaired. I will have to call again tomorrow and probably go through the same useless process that I have done since Wednesday, seven days ago.
Note: I do not place any fault on the people who have really tried to do their best to provide good service as part of their job, but I do place the lack of customer service on the company, Frontier. As of Tuesday it will be almost (7) days that my service has not worked at all or at minimal performance. I am so frustrated at this point. I had been with Verizon for at least 12 years before Frontier took over and had never encountered this depth poor service. I/We pay a considerable amount for this service. What happened?
I expect my service to be repaired correctly and to not be charged for the period of time that it did not function properly.
Question: Why would it take so long for a repair technician to respond? Note: I never had that problem when Verizon owned FiOS.
Question: Why could not someone put two and two together and realize that this was a larger problem than just a single residence. My neighbors and I, who loss service, all have the same street name, city and state. That alone should have triggered a concern by Frontier.
Question: Why are there no representatives or customer service people to talk with in California? At this time, all of the people I have spoken with, approximately (9), none were in California. Just being curious.

I've been having billing issue with Frontier for the past 2 months. I have been spending a lot of time and patience while trying to resolve my billing issues. I spoke to 2 different agents today (09/23/17); one was not so helpful and told me that a supervisor (Britney) was going to call me back within an hour but that did not happen so I called again and spoke with a different agent. Though, she was helpful, she would not transfer me to a supervisor. She tried to help me out but she wasn't really explaining why my account was upgraded when I did not request such transaction and brushed me off. I asked another billing question regarding why Frontier was CHARGING me a broadband DISCOUNT when the bill clearly states that it's a discount?!? Once again, I was brushed off. She finally placed me on hold to speak to a manager but kept saying that there was 35 people ahead of me and I had to wait a very long time, which I did have a problem with. While I was on hold to speak to a supervisor, conventionally, the call gets disconnected. I called back immediately and the message states that customer service is now closed. Now, I'm beyond furious! Where or who can I make this complaint to besides this complaint board?

This is the 3rd time I've been giving a scheduled time for a technician to come & upgrade the speed for me!
Three times ! Nobody shows up!
Called & complained, supervisor said he'll call me back to schedule a visit ASAP, didn't call back!
Ridiculously bad!
Customer service is Below zero!
I wish I can have another Internet service in my area

Name: Feda Elassaad

The young lady at gate D18 red eye to Washingtion DC. 8/31/2017 10:53 flight was Very rude a disrespectful! This was my first time flying with frontier and she made my first experience a VERY BAD ONE! She had a very bad attitude. Told me she will not call a Superviser or try to resolve the issues I was having with my seat that was paid. She also told me I will take the wrong seat or don't fly at all. In addition to that my mom use a wheelchair she never call for assistance onto the plane. I fly a lot and this was one of the worst experiences I've ever had.

On 8/14/2017 I contacted the Frontier Retention department for the purpose of reducing my monthly bill. As part of this effort we were able to greatly reduce our bill and get upgraded internet speed plus upgrade to the FIOS Quantum package. Upgrading to Quantum required replacing existing equipment. The Retention dept person told me that the new boxes (1 dvr, 2 hd set top) would be shipped to my address. I can install them myself and then call the support line to have the new boxes programmed remotely. WRONG!

My new service was scheduled to begin on 9/1/2017 - 17 days after I agreed to the upgrades. New equipment never arrived. On 9/1/2017 online chatted with Frontier support to find out the status of my order and to my surprise I was told that only a Frontier technician can install Quantum equipment. Plus the service technician visit had never been scheduled. Now, thanks to Frontier Communications screw up, I have to wait 12 MORE DAYS for a technician to come to my house to install and configure my new Quantum boxes. Out of the goodness of their heart Frontier Communications credited my account with a whopping $25.00 for their mistake.

I asked the support person for a number I can call so that I can express my extreme displeasure with Frontier Communications messing up my order. I was informed that your only option is to call the main support line and register your complaint with a low level call taker. BS!

Little wonder people are cutting the cable and fleeing companies like Frontier Communications.

Rotila F. Moreira
5525 Pacific Highway Apt 103
Long Beach, CA 90804

To whom it may concern,
On March 2017, I contacted Frontier Communications for the purpose of connecting an internet service. Few weeks later, I would frequently get disturbed by an aggressive Police officer’s knock responding to a 911 call on my landline telephone; but how can I do such when I do not have an actual telephone connected to a jack.
The police officer then would regularly knock on my door at any time of the day and/or night; either at 0200 or 0400 claiming that 911 calls are being dialed from my apartment. I replied to the police officer that “I do not have a landline and there is no one else living here but me”. One time the Apartment’s Office Manager called me at work and upset to inform me that some Police Officers’ were at my door responding to another 911 call. These actions continued to occur throughout the next couple of weeks and at various times of the day. On top of this, my internet did not work last June. After calling Frontier several times to have this issue resolved, the internet was finally restored, with Technician explanation to me that lines were crossed. After which, there were no more random 911 calls and the internet also began functioning.
A month later I called to pay my internet bills when I was informed that I owed Frontier Communications the amount of $592.36. I was astonished and in disbelief… I immediately asked WHY since the land line was never and had never been connected to an actual telephone which automatically dials 411 and plus other numbers.
Frontier Communication claimed that I am still responsible for $592.36 telephone bill, even though when I signed up “I DID NOT ASK FOR HOME PHONE OR NEVER CONNECTED THE PHONE INTO A JACK”. This is a malfunction and a misunderstanding on their part. My statement is full of 411 Information calls, traffic report, and other numbers not related or relevant to me.
I am writing to have Frontier Communication remove these changes from my account and if the changes have been sent to Collection Agencies, my credit restored.
I also want Frontier Communication to investigate on why I was charged $592.36 for a line where the phone was never connected to the jack and a line that was never used by me. I am sure there is someone out there who had experienced or experiencing the same problem. Frontier Communications needs to help their customer instead of abusing them.
Thank you so much for your assistance on the matter. For additional questions, I can be reached at [protected] or at [protected]@yahoo.com. Attached is a copy of my Frontier Communications bill.
Sincerely yours,

Rotila Frederick

I recently signed up with Frontier Communication for a triple package for $80 a month.My first bill was $295, and when I asked why I was told it was for 1 1/2 months plus taxes. I was told my next bill would be $107 because of Federal taxes.
The next bill arrived and was for $177. When I inquired, I was told this is my normal bill and there was no promotional deal offered to me.
They lied to me at every turn. How can they stay in business?

I was told as a returning customer I would pay $60 per month for intenet, phone and tv plus Starz free for 2 years.When I got my first bill it was $231.
I called and they said sorry but it 85 and no stars, hbo and showtime.Sorry you were misinformed.I cant believe that you lied to me just to make a sale.
What can I do to recover the difference and have the origonal price restored

Our phone line was blown down during a storm 9 days ago- have called frontier on 4 occasions, each time being told they would be there to fix it in 24-48 hours, until today- I was told the 26th. Also, we are charged for the highest speed Internet possible through them, yet we get 2gigs or less! If any other company was available in my area- EVERYONE in town would switch.