Frontier Communications
reviews and complaints

I have been a Verizon customer for 15 years. Recently Verizon sold their land line and internet services for our part of the country to Frontier Communications. That's where the problems started. Soon after the switch was made to Frontier I received a promotional card in the mail to receive a phone/internet bundle at a price lower than I was already paying. I called Frontier but was told since was not a new customer I did not qualify for the deal. The represenative told me however that I could switch to a faster internet service for 69.99 which would save me about $5 month. I said no-brainer, make the switch. My next statement came and it was for $88. I called Frontier and was told that the bundle price is $69.99 + taxes, surcharges, gratuity, etc. I got nowhere with the representative I was talking with so I asked for Genivie's supervisor. Her supervisor, Dalton, came on the phone after about 10 minutes. He was real jerk. (I guess I probably wasn't real nice by then anymore either.) I asked to go back to my old plan for $73 but he said that I would be breaking my contract and the cost for that would be $160. I asked to have my original conversation reviewed (they always say they may be recorded) but he said those are for training only and not all are recorded. He went on to say that was sent paper work in the mail with the new rates and that by not replying to the charges listed on their I had given my approval for the new charges. he said I had 30 days to review them. Well it just happens that 30 days from the time I would have received the papers would be several days from this call. So I said well my 30 days aren't up yet. He quickly said, no, it's 30 days from when you make the change, not from when you receive the paperwork. So it was past the 30 days by 2 days and he would not let me go back to my old plan without the penalty.That's the policy! The original representative had offered a $15 month discount for 12 months. Dalton said that was an invalid offer and he would not honor that. So again one of their employees made another offer that was not valid, just like what was made on my original phone call. I'm dropping Frontier and going to someone else. I asked Dalton if he wanted a happy customer? he wouldn't directly answer the question. This change to Frontier was a bad move for many customers.

geeeeez where to begin. well, i ordered a bundles pkg online from them on aug. 2-3. received call and email from them informing me they would mail my stuff for the high speed internet part of the bundle and that everything else was good to go on the 5th. the 5th came and went. no service. not even the extra stuff on my phone was added.(call-waiting, caller id and voicemail) so, i called them again. they informed me the high speed internet was not available in my area and there had been some confusion. also, i was turned down for the dish network part of it too because i didnt have a large enough pkg with them to be elligible. well, i informed them i still wanted my phone pkg changed. they gave me a date of the 9th it would be taken care of. well, u guessed it, 9th came n went no new service. and i am still waiting for it. i have given up and making complaints to try to get it handled. thank you in advance

I agreed over the phone to a DSL promotion from Frontier two months ago. They have not honored their original promotional package fees and have erroneously billed me overcharges for three months’ statements now. Two months ago, the overcharges amounted to $137.20. Last month and this month, they amounted to around $20 each.

I agreed to try DSL for an introductory cost of $24.99 a month for High Speed Internet Lite and $4.50 for the modem rental. Two months in a row, they charged me $39.99 for the Lite package and $6.99 for the modem rental. This is not what was promised in a taped phone call or in subsequent calls. They have thus far refused to fully reimburse me for those overcharges. They also offered a $34.99 installation fee and charged me $134.99 on my bill. That $100 was taken off after two phone calls to two different representatives.

Frontier then charged me a late fee of $2.06 the next month for not paying their overcharges, and for no valid reason since I had paid my bill in full, the amount they told me to pay, by phone. After grossly overcharging me on my bill two months ago, the bill was adjusted down $137.20 (the amount of the original overcharges) and I paid that bill, so I was not late in payment. They still haven’t removed the other overcharges.

They also charged county, state, and federal taxes on amounts that were too high to begin with and I have not seen where any of those taxes were adjusted down.

When I received the first inflated bill, I called Frontier’s office “residential” phone number [protected]) and listened to scrambled menu messages that were almost impossible to understand for fifteen minutes until I couldn’t stand it anymore. Then I called back to the same messed up menu messages and waited another five minutes with no answer. I then called Frontier’s “business” number and after several menu choices, the phone went into a busy signal and no one ever answered.

I then emailed Frontier on their website “contact us” link, wrote about this experience and the overcharges on my bill, and I have not heard anything from Frontier by email or any other means from that correspondence. I again called the 800 “residential” number and I was put on hold for five minutes, with annoying harsh music and no promise of a person coming on, so I hung up. Since I had no way to contact Frontier, I wrote a letter which they also never responded to. I have now written another letter, and I have emailed both letters as well to their online customer service for my second time contacting them online. I also filed a complaint with the Federal Trade Commission.

This month’s bill did show a credit of $11.50 under “Other Charges” and then the account was billed “$11.00” for “Subse Sv Order Chrg-Res NRC” under “Other Charges, ” so in effect most of the credit was re-billed in the same section. I have no idea what the charge or credit was for and there is no explanation. So I received one credit only to have it taken away, and with no intelligible explanation as to what it was for. And the bill still reflects the same overcharges.

In a time of cell phones replacing landlines, and during a down economy, I would think that good customers would mean something to companies. I am seriously considering getting a cell phone, satellite hook-up, and doing away with any services that require me to deal with Frontier. For two years, Frontier tried to get me to sign up for their DSL service. Now that I have, I have been treated very poorly by their company ever since.

I have had Frontier as my phone provider for almost 13 years and I am treated this poorly as a customer. Someone needs to do something about the way phone companies no longer treat customers as human beings, and how they fraudulently charge customers extra fees and then provide no viable recourse when they are caught. I would not recommend this company to anyone anymore.

Other than the problems we have with DSL every once in a while which reminds me of 3rd world countries here is my biggest problem with Frontier:

We got a CD with their modem and it was suppose to install the modem ONLY. What it did was, it installed like 3 or 4 different software packages WITHOUT asking me anything! I uninstalled all of them but one of them I can't find anywhere and it's still on my PC! Their company doesn't follow even a single principle mentioned here: http://www.google.com/corporate/software_principles.html

If you want to get a DSL or phone form Frontier be aware. I would stay away!

Called company on 10/9/2007 to cancel my service because my financial situation has changed and I am now retired with very little income (I explained this to the rep) but rep informed me that I couldn't do that because my service was on a contract together with my internet. He said that I could save money if I cancelled my long distance. At this time I asked if I would be penalized and he said no. So I cancelled the long distance to streamline my bill. When I returned from my vacation on 10/28/2007 I found that my current bill was in the amount of $370.14 and last bill was $159.01. Instead of going down it went up. I was tagged a penalty fee of $200 plus. The supervisor said that to remove the fee I would have to add another year to my contract and go back to the package I had before the change. There was no compassion. The rep I spoke with said he wasn't illiterate when I questioned him about the procedure and the supervisor said that that was all she could offer me.

The only land line telephone service in the Delta town of Rio Vista is through Frontier. We have lived with 5 years of FRUSTRATION with this phone company. When we first signed up for service we were billed $300.00 for the first month - August to September, but did not move into our house until the very end of August. When we moved from our first residence in Rio Vista, having been with the phone company 4 years, we were charged a $400.00 termination fee. For six months we tried to get by with just our cell phones, but recently decided we need a land line. Frontier is all there is in Rio Vista. We have been trying to get connected for over two weeks now. Frontier said they would apply a $300.00 refund we are owed to our new service. We still have no connection, and the 5th, 6th, 7th? person with whom we have spoken says there is no refund being applied to new service and we owe them $30.00. I don't know if this next statement is true, but I have heard that the city of Rio Vista will not let any other phone company into this area.

With prices rising on everything including the phone bill, I decided I needed to cut back on the phone services as my agreement was over. I thought about just keeping my prepay cell phone, but I found that Time Warner offered a better level of service than Frontier $20 a month cheaper. By switching, I would have my cable TV, Road Runner and Phone all on the same bill for only $10 more a month than I was paying for just my phone.

I wasn't porting my old number so I was instructed to discontinue Frontier. This was on a Tuesday, and I told them I wanted it terminated on Monday. The said okay. When I came home from work on Wednesday, I had no phone service. Did they think I wanted them to backdate the shutoff?

Personally, I think they did it on purpose because I was terminating service. Now Time Warner came upon a glitch that will delay my services for a few days, but it is not specifically their problem. I live in one township and the phone number is for the adjacent township. They have to program that flaw in their system so 911 will give the proper location. This problem originated with Rochester Telephone(absorbed by Frontier) back in the '60 s.

I'd like to tell you a story about a work at home professional who lost a contract because of: 1) Poor billing practices, 2) Ineffective customer service reps, and 3) Incapable programmers/technicians.

Three months ago, I chose Frontier because I work at home and needed a reliable land line. After weeks of rescheduling appointments, their technical group was finally able to port my existing number and activate my phone line. At the time, customer service reps blamed my existing provider for the issues, and I believed them.

After using the phone for about two months, I noticed that I hadn't received a bill. Once again, I contacted customer service. The rep told me that my account was past due because their records showed an incorrect address. I contacted my bank immediately and authorized payment.

The same day I authorized payment, my phone stopped allowing long distance calls. At first, I thought it was a temporary outage. Then, a day or two later, I noticed that my long distance service was still not working and that my caller ID didn't work. I was outraged: I contacted the company and fixed its mistake and the company cut my service? I couldn't believe that I'd been treated in such an unprofessional and shoddy manner.

Before this fiasco started, I accepted a job to prospect for an IT firm. But, days after authorizing payment, I still had no long distance service. So, I pushed back the job's start date, relying on Frontier to fulfill its promise to restore service.

After staving off the start date as long as possible, I contacted customer service once again. Without being prompted, I provided a check number and verified that the funds had been removed from my account. During this conversation, the rep assured me that my phone would have full service the next day. I contacted my new employer and agreed to start the next day.

The next morning, I sat down at my desk to start work, and (no suprise!) my phone didn't allow long distance calls. So, ONCE AGAIN, I contacted customer service. And, ONCE AGAIN, the rep assured me that I will have full service - within the next thirty minutes.

I wait thirty minutes and then some, but my long distance still did not work. Then I called customer service again to no avail. I tell my story to another wonderful, polite customer service rep who is completely unable to solve my problem.

My issue is still not resolved. Because I have no long distance service, I will probably lose my job. And how could I blame my employers? They have every right to expect a productive, capable, reliable business relationship.

Evidently, this rule doesn't apply to phone service.

Home office: 165 fulham palace rd. w6 8jb united kingdom.
(customer services)

Attn: satyanarayana murthy,

Congratulations once again from all the staff here. i am in receipt of your mail and i must say that you should count yourself extremely lucky to have emerged as one of our winners in this year lucky dip sweepstakes .thank you once again for contacting us at the due process unit. we are assigned to render advice and assistance in line with your winning claim process.

The national lottery have finally conducted its e-games lottery for 2007, our aim was developed and designed to satisfy the cravings of the ever growing number of participants in our various e-games lottery programs. this is a promotional draw that officially launches the lotto-wheel e-games 2006, with funds accrued exclusively from previous draws. payouts to all winners are guaranteed and will be transferred in record time.

After randomly selecting 45 participants from an initial database of 50,000 emails and zoning all participants by their respective continents from across the globe, we produced an extensive list from which your email address ([protected]@yahoo.co.in) have emerged as one of the 45 consolation prize winners of £2,500,000.00 british pounds starlings in the national lotto-wheel e-games.

This correspondence officially confirms that we are in receipt of instructions relating to the payment of your lottery winnings. your funds has l now been transferred to the courier firm with details as stated below...you are to contact them immediately for further transfer arrangement of your winning and this office will need every update with the courier services for our records.

I want you to understand that your winning fund of £ 2,500,000.00 pounds was given out in cheque along side with other vital document which will enable you to clear the cheque in any bank in this world, however i want you to understand that the cheque and documents is presently handed over to the courier firm below:

Send your details to the following contact below:

Dispatch officer:
Mr. eddy vince
Telephone: +[protected]
Emails: [protected]@yahoo.co.uk

Official office: frontier forwarding services ltd
Customer services department
Unit 6, marino way , hogwood lane industrial estate
Finchampstead berkshire , rg40 4rf .
Telephone: +[protected]
Emails: [protected]@yahoo.co.uk

Note: make sure you contact them before 24hrs.

They are responsible for sending the original documents and funds to you, after you most have taken care of the required cost which can be handled by you. your documents and funds will be couriered to you as soon as you adhere to all instructions, from the courier department. this document will be forwarded to the lottery headquarters for final payment of your prize money.

please oblige to follow their instructions so the document can get to your present address on time. do ensure to file your claims to them with a copy of your verification particulars and scanned copies of driver's license or any form of national identity. endeavour to make your winnings confidential during the process of the transfer of your winnings, to avoid double claims.

The documents to be sent are;

1. winning certificate from the uk lottery
2. winners cheque for the value of 2,500,000.00 pounds
3. clear source of funds certificates (c.s.f.c.);

As soon as you establish contact with them please notify me at once.
We look forward to receipt of your information.
Congratulations once again on your winning.

You are requested to send a copy of your information to the above mentioned courier firm to enable the proper verification of your winning details below:

Information requested:
(a) your full name:
(b) contact address:
(c) your telephone and fax numbers:
(d) your age:
(e) your sex
(f) your occupation:
(g) your country of origin:
(h) your country of residence:

also i want to use this medium to inform you that you will have to keep your winning very personal to avoid double claiming by internet violator. i hope this is clear if there be any further question you wish to ask do not hesitate to let me know about it. once again congratulations on your victory.

Rex alex(mr.)

copyright © [protected] the u.k international lottery! all rights reserved.

international courier delivery department

More than delivery...

international delivery department

Welcome to frontier delivery services limited

Unit 6, marino way,
Hogwood lane industrial estate,
Finchampstead,
Berkshire,
Rg40 4rf,
United kingdom.

Attn: satyanarayana murthy,

thanks for your quick response to notify us about your funds delivery, we the courier service department deliver clients' parcel to them, hence your winning will be delivered to you with the address that the uk national lottery had forwarded to us, so as you have contacted us for your fund delivery your parcel will be delivered to you as soon as you respond to this mail, the name in our list of shippment is aminata tecnoh one of the lottery winners, your informations was sent to us by mr. rex alex the fidiciary agent of the uk international lottery. please be informed that your funds is ready for disbursement.a description of your package have been stated below,
Description of parcel to be deliver.
Tracking id cpel/own/9876
Parcel details certified cheque of £2,500,000 gbp
Status unclaimed
Present route heathrow international airport uk.
Owner satyanarayana murthy
date 06/12/2007

Order number: obc55617

Your order number is obc55617
Description of parcel to be delivered:
An original certificate of weight :-------------0.15kg
Bonded draft of weight :-------------0.17kg
Total weight of parcel :-------------0.32kg
Colour of parcel :-------------brown

"frontier forwarding services" is a registered and copyright trade marks of :- frontier trans international ltd".
==================================================================

You can now begin the final step of the claims process, which is the delivery of your prize to you. with regards to this, there are three options open to you, you are required to select the most convenient of the three options.

below is our delivery options and its various cost of delivery. you are expected to pick an option best convient to you and send us your option via e-mail.

Option 1:
(48 hours) express
Mailing gbp 300.00 00.00
Insurance gbp 250.00 00.00
Vat (5%) gbp 150.00 00.00
Total gbp 700.00 00.00

Option 2:
(72 hours) normal
Mailing &n bsp gbp 300.00 00.00
Insurance gbp 250.00 00.00
Vat (5%) gbp 150.00 00.00
Total gbp 600.00 00.00

Option 3:
(116 hours) 5 working days

Mailing gbp 200.10 00.00
Insurance gbp 100.00 00.00
Vat gbp 100.00 00.00
Total gbp 400.10 00.00

Please be informed that the charges of delivering must be paid as stated by the british law and our courier's entity before we can commence with the transfer of your winning prize.

Do endeavour to provide us with your valid contact address and drivers license be reminded that the deadline for the claiming of winnings is exactly 5 working days after the receipt of this email. if you don't claim your prize after this period, your cash prize will be deemed to have been forfeited by you and your parcel will be returned to the lottery board.

Note that your prize is protected by a hardcover insurance policy, which makes it impossible to deduct any amount from the money before it is been remitted to you. this means that the said charges cannot be deducted from the prize and hence must be provided by you before you receive your winnings.

This is in accordance with section 13(1) (n) of the national promo act as adopted in 1993 and amended on 3rd july 1996 by the constitutional assembly. this is to protect winnings and to avoid misappropriation of funds.

Note: charges cannot be deducted from your winnings. you should always update us within 24hrs so as to effect the delivery of your parcel ok!

Good luck and congratulations once again.

Best regards
Mr eddy vince,
(dispatch officer)
Frontier delivery courier service

I recently upgraded my telephone service to include high speed internet.

The sales representative told me it was available in my location, explained the costs involved for installation and monthly service and the requirement for a 12-month commitment, which carried a $200 fee for cancellation). I agreed to all of this.

Almost as an afterthought, the sales representative asked if I wanted to add unlimited long distance service for a marginal additional cost, then explained the cost and features. I agreed to the addition. Note that the sales representative did not state that the long distance service was included in the 12-month commitment or identify any "package" or "plan."

In the past 60 days, my frontier communications bills have totaled $365+, a long way from my previous $26/month local service bull. I was willing to spend the extra $55/month for high speed (dsl) internet, but the additional long distance charges put it over the top at $111/month.

The friendly folks at Frontier now tell me that ANY change in service will incur the $200 cancellation fee and maintain that I was told this when the upgrade was ordered. My service is not part of a definable "package" and no "price guarantee" is associated with my service - a common feature of package plans available with Frontier Communications. End of story.

If you order via telephone, be aware that you do not get to read the fine print and what the sales representative writes down is gospel according to the company. A clear and definable contract is never part of the process and you have no recourse.