Frontier Communications
Reviews and Complaints

The internet speed we pay for should be 500mps. The speed is up and down and we have to give up watching movies as it does not download and kicks us off or it is slow. Down to 15mps - 30mps some days.

Our internet was not working to the speed we pay for.

This Ticket #: 8408855 Created Date: Jun 25, 2022 Status: Completed Tech ran a new cable and was O.K. for a week. Now we can't download and watch movies because our internet isn't working at the 500ps we pay for! We are tired of dealing with this poor service and we are looking for another company to do business with. Every time I call into the CHAT support I have got the run around. The last time a tech, (Mariol sp) she sent a signal into our home system that tripped the GFCI the wall unit was plugged into!

What are you going to do to keep us as a customer?!?!

Terrible terrible customer service! Cannot understand the customer service peoples accents. Must hire out of country. Also I’m a longtime customer as live in rural area and we have no choices here. I’m paying over 90.00 for slow subpar service. 90.00+ a month! That’s insane! I’m moving soon, God Willing, and hope I never have to deal with Frontier again. Hughesnet is the absolute worst and Frontier is second worst.

I was advised to switch my phone plan in order to save money.

I was told Frontier's Basic Plan would be cost effective. I would

no longer have caller ID or call waiting with this service. I was

not informed that each outgoing call would be charged to my bill.

My bills were quite high as a result. I believe Frontier acted

fraudulently by not informing me of the charges.

I returned to Frontier Fios in mid-April, from Spectrum. I had to make the change back to Frontier because Frontier kept my telephone number hostage. I have had the same phone number for more that 30 years and Frontier was unwilling or unable to port that number over to Spectrum. Since I reverted to FIOS the service has been unreliable and frequently intermittent. It interrupts streaming television ans many as 10 times in an hour. And when it happens the interruption can last for as little as 10 seconds to more than 5 minutes. Telephone conversations also disconnect when there is an interruption. I have done more than 30 on-line chat sessions, technicians via telephone and had technicians come to my home twice. Nothing has resolved the miserable service. I am sick and tired of being told, “It’s not Frontier’s problem.” I am attaching file that demonstrate examples of the failures I am encountering. I also have video clips that I am unable to include, because the duration of the failures cause the files to be too large to attach.

While using Spectrum’s internet service I never encountered any problems. I have considered going back to Spectrum. But that would involve losing the telephone number that I have had for such a long time

My Frontier phone service has been down since Friday 17 of June. Why would it take so long to get service for repair? The service man can be at my house Wednesday June 22. My husband is on a heart machine that sends reports to his doctor. He needs the land line for this device to work.

There are many others in my area that are without service. We do not have cell reception in this area. This is about the sixth time my phone has done this. It seems the rain has something to do with the problem and one tech. said it has to do with Frontier's relay station on Johnson Mill Road.

I do plan to contact Frontier's CEO.

Thank you for any and all help you can give to me and my neighbors.

Sincerely,

Shirley Williams. [protected]

I have tried to cancel my contract with Frontier internet provider for two years now. I have called at least 5 times, and each time I have been on a 15 minute minimum wait, been referred to online to disconnect. When attempting to cancel online, I can provide all information to cancel the services and then prompted to call [protected] instead of simply being able to cancel services after providing all information. When I call the [protected] number, I'm informed that I can't disconnect the services without retrieving mail from a home that we sold and moved from over two years ago and that Frontier is not able to send me mail to my new home location, other than service bills.

On Wed. May 11-2022, we lost our phone service. We don't even get a dial tone. The only way we can call out or get calls is by our cell phones, and we don't get much reception here. Our minutes are used up when we try to call you or pay a bill. Something needs to happen, like, yesterday? Our bill has always been paid. Thank you.

This company left unburied lines. Running through our yard. I don’t use this company a neighbor does. I called to see when they would bury them. They gave me a date. Then frontier showed up and threatened my under age grandson. All 5 days earlier than they said. This company does not care they will leave wires unburied regardless if you have small children. They should have never spoke to my grandson. We have not touched the wires. Went through correct methods of correspondence. They told him that we could be prosecuted if we touched the wires. They should be prosecuted for speaking with minor!

On Monday, May 9th at approximately 4pm EDT I lost all phone service. I contacted Frontier shortly there after to report the issue. I was promised a team would come and service the system (I was told I needed a port change.) I was told that the earliest they would be at my home was on Wednesday, May 11th between 8 am and 8pm. They failed to arrive.

I attempted contact with their customer service department Thursday morning at approximately 8am. After going through the multiple prompts and directions I opted for the automatic call-back so I would not have to wait on hold. This option promptly disconnected me. I called back and went through the same gyrations one more time. I, foolishly (in hindsight) again selected the automatic call back and was promptly disconnected.

The third time (having learned my lesson) I choose to stay on hold to a greatly increased wait time. I abandoned hope after waiting for 37 minutes and 16 seconds.

I attempted to use the "CHAT" feature of the Frontier website. I chatted with someone named Stacey. She promised me - via the chat - that I would hear form someone today.

At 5pm, having not heard anything, I again attempted to call Frontier. Again the call back feature was not functioning therefore I went to the "chat" feature. I chatted first with Franchesca Marie who told me that it would be over a week before anyone could get to my issue. I requested to speak to a supervisor and chatted with an individual named Michael. Michael confirmed that the only date of resolution he could give me would be May 17th. This is 8 days after reporting the issue.

While Michael indicated that he hoped the issue would be resolved sooner he would only give me May 17th as a resolution date.

Dealing with Frontier is always a pain. Finding someone that really helps and speaks clear English is always difficult. Finding someone that gives you accurate and complete information is about impossible. Billing language always seems to be changing so that you are never really clear on what the charges on the bill really mean. The person on the other end spends more time telling you to wait than to really getting you accurate and clear answers to your questions. And if you show any discontent with them or their practices - they get all huffy with you - making you feel like the bad guy. I'm really tired of Frontier.

I called on April 11 to cancel my account. I was told that since I had paid my bill in March April was already paid for and that I might as well terminated service April 30. I got a bill in April and just thought it had "crossed" in the mail. So I ignored it. I just received another bill with balance forward for April and the Dish service. The bill specifically says you are paying one full month in advance. Their CS screwed up and now they want me to pay for April and May. And I just wasted 45 minutes of my Saturday in "chat" with their customer service folks, with no satisfaction.

Been with Frontier for years and been a good customer always on time paying our bill.. now we are two weeks without no internet service, been out since April 14th 2022. We called about it few days ago and found out our first trouble ticket was canceled and now have to wait another week before we can get our service back. Anyway I am leaving Frontier paying too much for an internet service that is non existent for all intent and purposes

Cary, 4/7/22

To Whom It May Concern!

a few weeks ago, I confirmed a fight from 4/10/22 to 4/14/22. After 17 days. I got a notification from Frontier airlines saying my fight has been canceled and forced me to change my fight from 4/9/22 to 4/14/22.This caused me to spend an extra $210 for another day on a rental car and $100 for another night at a hotel. I went over my budget by $310. I am requesting that Frontier Airlines give me back credit or carryon luggage per person at no cost from North Caroline to Florida. I hope Frontier Airlines considers my request as it has been difficult to adjust my travel plans while spending extra money. thank you, Airline I hope your response me by email or text me.

Thomas Hong

Large internet, possibly fiber optic junction box installed 2-3 weeks ago right in front of the house. It's obstructing the view of and from the house. An eyesore that diminishes the curb appeal of the manicured landscape and trees.

Homeowner was not consulted nor informed of the installation. It was installed with total disregard and concern of the aesthetics of the upscale neighborhood.

Customer Rep Sydney lied about transfering to a supervisor as requested as he no knowledge in how to resolve my issue. After an additional 14 min on hold hearing him type I requested to be transfereed to a manager he was supposely chatting with. He did not provide me with the name and after another hold I was transfereed to Manager Manicua although I really doubt she was a supervisor. She was extremely rude and ended up hanging up on me. I regret every minute ending my service with Spectrum

James Imbert account [protected], we called customer service on November 22,2021 to disconnect immediately, as we had called prior to this date and wanted to disconnect service. We received a confirmation on November 23,2021 that service would be disconnected by 12/16/2021 order number [protected].

We then received, on December 21, 2021 a bill stating we had a outstanding balance of 206.67. Then nothing more, on Feb. 08,2022 i received a collection agency bill for 206.67.

A payment was made on 11/20/2021 and cashed on 11/24/2021 for 197.82.

that was after cancellation had been requested, and confirmed by Frontier.

so this bill in December was for a period we did not have service by Frontier.

Incompetence? Poor employee training? Billing, tech, customer service. Why don't they all have the same access to customer accounts? Why did I have to speak with 20+ Individuals and repeat my account info and my issue to every one of them? Why did several of these individuals tell me lies? Why did some of them just stop talking and hang up when they couldn't figure out what to do? Why were most of them rude? Why do they not know what to do? Are they contract employees who are paid less? Why did I have to spend days trying to get one simple issue resolved.
How is it possible for such a large company to have untrained unprofessional employees dealing with their customers?
It took five days for my issue to be resolved. It should have been taken care of in one phone call.

These incompetent fools have had a system outage for over _2 Weeks!_ this is both inconvenient and dangerous for hundreds, of not thousands, of households! If they can't keep their equipment functioning, they should find another line of work!

I am a long term Frontier customer starting when it was ATT U-Verse. After years of decreasing content and increasing prices(less for more?)I switched to another provider on November 19th. Frontier discontinued my service on the same day. I was advised by customer service to wait for the next billing cycle to pay the final bill which would have the prorated service period plus the disconnect fee. NOT TRUE. I am responsible for the whole service period from 11/15 to 12/14 even though I only used 5 days of it. This is a terrible policy that takes advantage of customers.

We are very long term customers. There has not been any previous service expericence with Frontier, for us, that was this bad.
On 11/19 we communicated via chat to try and resovle issues with our internet connection. Over a 3.5 hour period the agent worked at a resolution. The supervisor took over the chat and attempted to fix the TV service. Approx 1.5 hours into the chat with the supervisor the person just stopped communicating. There was no written statement regarding the end of the call nor was there a response on the chat as to what the status of the call was.
On 11/20 I initiated another chat attempting to get a TV operating. Over an hour and 40 minutes the agent was pleasant and attempted to get the cable TV box operating. I was following her instructions right up unil the point she asked me to turn off the router. I did and there was no subsequent communication. No acknowledgement to my repeated requests as to status.
I need a technician to visit our house and repair whatever is necessary