Frontier Communications
reviews and complaints

I just received my monthly invoice and my bundled Dish network services was increased by $5 per month without any notification. I spoke to Frontier and they advised me that Dish billing questions go to Dish and Dish notified me that billing questions go to Frontier and kept passing me back and forth with no resolution. Is the a responsible agency that can resolve this issue?

Between Sept 15th and yesterday, I have called at least five times to Fromtier Comminications customer service to resolve a billing error that occurred as a result of me downsizing our bundle package to WiFi only. Somewhere along the line someone decided to charge me a $200 cancellation fee, even though I was still using your company. AND charge the whole bundle fee instead of WiFi only.

Each time I was told that the problem was resolved... but alas, it was not. It still is not. The only difference now is that I am soooo frustrated with Frontier and your lack of service that I have replaced all of the services By competitors (WiFi as well as tv), AND NO LONGER WANT THEIR SERVICES.

Every time I speak to customer service, I THINK they get it but then I am charged yet again. STOP PROVIDING ME WITH SERVICE I CANCELLED AND I NO LONGER WANT... I just want it to stop.

I have been trying to receive a return box from frotnier for a month and they continue to lie to me about sending one out. They have also not been keeping things on record as to my complaints I call in about.

12/13/2017
Called to discontinue my service since moving to a location that didn't support frontier. Spoke to a woman who transferred to me to someone in the retention department. The woman I got was very rude and said she was the "manager". Come to find out, she was no manager at all. Ran me in circles about why she needed my new address, wouldn't answer certain questions. She never told me about needing it to return the product. All she said was that it was for my final bill, which doesn't make sense because I was signed up for electronic billing. I said this, and she continued running me in circles. I don't know frontier's rules, how am I supposed to know what you need my info for. Finally she said they would send a box out and I would get it in 4 days.

12/26/2017
Called because never received the box, spoke to another lady. She said no record was put to send the box out to me. And that she was sorry and would send one out asap. This lady was the one to tell me that the one I spoke to on 12/13/2017 was not a manager.

1/2/2018
Received a box but it was a dvr which I don't even have on my account. I only have a router for internet. I called back, complained to the next woman I spoke to on the phone, and she explained that they don't send out return boxes until the day our service is disconnected. This was never told to me. This isn't anywhere in frontiers contracts! So I instantly returned the false dvr the day I got it. Told the woman on the phone. And she verified my service would be disconnected on 1/8/2018 and a box would be sent to the new address. She verified that the new address was correct. Ended the call after.

1/15/2018
Still haven't received a box. Called them. Mike from customer service in tampa florida told me the address on file was our old address on file. They had no record of our new address. They would not even give us a shipping label. He said he put this address on file and would send the box to the new address.

I want the world to know how terrible this company is for lying!

Send me a return box to the actual address and don't charge me the $300 late fee because of your employee's errors!

In August, 2017, I contact Frontier and asked to have my phone number, internet and tv services moved to my new home. The customer service agent said that would be fine and in Sept., after we moved, I found out this did not happen and that we got a new number when my parents called and told me that my number had been disconnected. I spent two months trying to resolve this issue. At the very least, I wanted frontier to set up an message on my old number indicating that the number had been changed and providing the new number. They said that they couldn't do that because they disconnected my old number and they had to reactivate it. They proceeded to do this and then they again disconnected the number without providing that message. I spent over 40 hours on the phone with frontier, I made over 30 calls to them on this issue and today I got a bill from them for my old number which has been shut off since Sept. Not only is this incompetence, but this is fraud.

I called into Frontier to talk about my speeds, which are about 1.7Mbps. I was told I would have to talk to Hughesnet because that's who my account was with. I told them No, my account is with Frontier. After being treated more Rude then I have ever been treated I decided to call Hughesnet. I ended up being sold on their product. So I got back with Frontier to cancel my service. I was told I could not cancel my service until the end of the month( I called in on the 4th)also I would be charged a $110 early termination fee. What? I have been with Frontier over 7 years, Early Termination fee? I was then treated very rude again. So now here I sit, been on hold for 45 minutes waiting to talk to a supervisor. I cannot believe it, 7 years, not 1 late or missed payment at all. Its companies like this I applaud when they go bankrupt>

Frontier is the absolutely worst cable company that I have ever dealt with. The sales people will tell you anything to get you to sign up. I was quoted a ridiculously low price for service and was guaranteed that was what I would get. Needless to say when the first bill came it was considerably higher than quoted. I called customer service and they said they don't know how they could have quoted such a low bill, they gave me a credit to get it close to the quote. This went on for 5 months. By the third month I said I was tired of calling and they said I could simply call to get a credit. By the 4th month I told them if not corrected then I am cancelling service. As usual the 5th bill was the highest of all. I was even charged a late fee because I paid what the customer service person said and not the actual bill. When I called to cancel I was told I'd be charged another full month even though I won't have service because they don't pro-rate. How can they charge me for no service. This company is a joke, don't ever use them.

I have no specific dates of interrupted service. It's been going on since we began services over 20 years ago.
Internet is very sporadic. Sometimes it works, sometimes it won't. It doesn't matter what time of day it is either. We have been without service sometimes for days, sometimes for a day, sometimes for hours or it will cut in and out. There are times that it works fine. The time of day does not seem to matter, however.
I have submitted payment for my bill to be withdrawn on a certain day then receive a double bill the following month with late fees on it. There is no confirmation once payment is scheduled or no place to look on the frontier site showing a scheduled payment so a customer has to wait to see if it gets processed. This means I have to follow up to make sure Frontier has done their job. Somehow this doesn't seem right for the customer.
When trying to contact Frontier with an issue options are limited. I can call or live chat which both had long wait times, no email support which seems weird to me. Once I've reached say tech support for internet issues, I can expect to be on the phone for another 30-60 minutes "Troubleshooting" which comes up with them wanting to send out a repair person which does not find anything wrong.
To my disadvantage, Frontier seems to be the only game in town that reaches my resident without paying for more equipment.
Frontier's price seems a bit unfair for the services rendered none the less.
After paying Frontier for inadequate services and spending extra time attempting to work out issues I am going to continue looking for other options for sure.

In June 2009, I made a verbal agreement with Verizon. The agreement was the phone bill and internet bill were a bundled price. The price for the internet would be $17.99 for life unless we made any changed to the service. When Frontier became the carrier in July 2010, I talked to a representative and was told the verbal agreement would stay intact unless any changes were made to the service. In April, 2013 the charges to my internet had increased, after numerous calls and letters of complaint the problem was resolved and the agreed price of $17.99 was charged, although we were charged an additional $2.50 per month, that Frontier said was some sort of admin fee. We went along with this even though it was not what was agreed upon. We felt that this was our goodwill gesture to the company. Now we have a $5.00 increase to our current invoice for internet. After calling several times we are told that they have no record of this price and we would have to go along with it. A verbal agreement is binding and Frontier should not be allowed to just decide to break it.

People, never switch to this appalling service, you will regret it very soon.
They have the worst customer service in the world. So clueless and full of idiots.
Been trying to fix one issue caused by their service. Made numerous phone calls, each time I hear a different story about how everything is ok and they can't find the reason for my complaint. Each time they try to assure me that everything will be fixed soon, but nothing ever happens at all.
For the money I pay they should be very interested in my satisfaction, but they don't care.

I was provided a order number to get a phone jack installed 3 weeks ago. The day Dec 21, 2017 of installation no one showed up and it said completed online. When I called they said the last person did not finish the order and the earliest they could get someone is Jan 11, 2018. This is needed for a business, this is the 2nd time they have screwed up. Order# [protected]

My name is Beverly Richmond, and on December 7, 2017 I called the moving number and requested that my service be transferred because I was moving. It did not seem that the person I was talking to understood me, so I called again on December 8, and spoke to someone else. I explained that I was moving and that I needed to have all my services transferred to my new address and installed ( wi-fi, dish and landline services). I was told that someone would be out on the 18th between 8-6 to set all of that up. On the 15th I called to confirm. On the 18th I called and was advised that it was entered into the computer wrong and that no one was coming, the soonest they could get someone there would be the 22nd or the 26th. I was on the phone for over two hours trying to get it cleared up. I asked to be transferred to a supervisor and was disconnected. Today I did a cancel online and was asked to rate frontier service as 10/10 are you kidding me. It takes weeks and weeks to transfer service 10 blocks and then you don't even get the state right when you are talking to me. I find this customer service beyond excusable. I want a credit to my service for the weeks that I haven't had service. I can not believe that a supervisor would disconnect and not at least call back and apologize. I have found a local company to provide dish and wi-fi cheaper than frontier. Your service is beyond expensive. My account number is [protected]. The address I moved from is 385 Warren Ave., Priest River, ID 83856. My new address is 10 Grimaldi Way, Priest River, ID 83856. My cell phone is [protected], if you have any questions. I have spoken to over 6 different representatives and none of them could resolve this, how is that even possible. Frontier has lost my business because of this.
Thank you,
Beverly Richmond

I cancelled my home phone service with Frontier on Oct. 13th 2018. After that date Frontier continued to bill me. I received an email stating that I owe 258.72 in November. On Nov. 20th I spoke with a Frontier rep and I was told that my account was cancelled, that the bill was in Error and I didn't owe anything. See chat below with Frontier.
"Veda 9:42 AM
You will not owe this account since your service was disconnected"
Today, on December 12/18/2017, I received another bill, this one stating that I still owe 258.72 and that it will be sent to collections. I contacted Frontier and they have gone back and forth between telling me that it is there policy to continue to bill for 3 months after service is disconnected and then, that i was in a contract (there was no contract, they replaced my previous rural home phone service). Their billing rep, Marguerite, stated that in her records I owe 258.72 and refused to state what service I was billed for, stating it was an automatically generated bill.
My husband is now on the phone for over an hour trying to get someone to explain this charge.
I have filed a complaint with the attorney general, I will file with the better business bureau and I will file complaints with any other legal / investigative services that I can find until this is resolved.

On 09/19/2017 we called to cancel all Frontier services on our account. On 09/25/2017 we sent payment of $129.35 for service period 10/10/17 to 11/09/17. Services were terminated 09/29/17. On 10/02/17 we called to confirm the termination and inquire on balance owed or refund: was told no balance and will receive a prorated refund. On 10/10/17 received a bill for $56.05 for billing period 10/10/17 to 11/09/17. On 10/12/17 spend over an hour on chat line with Megan, Rhonda and Jessa, none could explain bill and said it would be referred to Adjustment Team. On 10/17/17 received another bill for $56.05. Called and spoke with Travis, who "thinks" it was due to an early termination fee that was improperly applied. I was advised to disregard bill. Received additional bills on 11/09 and 12/11/17 advising bill is past due and threatened to send to collections agency. Additional phone calls made on 11/13 and 12/12/17. Spoke with Terrance, in collections department on 11/20/17 who advised this is definitely NOT an early termination notice but a billing for internet service that should not have been applied. He submitted a form to have billing removed. This same form was submitted by Stella on 11/13. Spoke with Becky (very confrontational and unprofessional; did not want to hear my story). She advised bill IS for an early termination fee and while she said she would complete another request to have bill waived, this would be the last one and the resulting determination would be the final action. Told me the other forms were completed incorrectly and no one else I have spoken with knew how to read a final bill. Received another bill and letter afterward threatening referral to collection agency. This has gone from my honest attempt to find out why I am receiving this bill and what it is for, to harrassment on the part of Frontier. I will be referring this to the Department of Consumer Protection.

I recently cancelled my service with Frontier as I was moving.
On 11/13 I called to cancel effective 11/14/17. 3 hours past midnight we were disconnected. On 11/16 I received a monthly bill of $233.57 for 11/3 thru 12/12/17. I called Frontier and was told NOT to pay that bill - wait for the final bill. She told me 3 times I would not be showing late. I assumed the final bill would be only for 11/13 and 11/14.
Today I received another bill for $275.70 - an additional $42.13 for internet for dates 12/13 thru 1/12/18. Wow I don't have service as of 11/14 and you charging me for December and January.

In the meantime it took me 3 phone calls to get return boxes sent to me so that I could do the honorable thing and return the equipment.

Once again Frontier lied to me and provided horrible support. Every time I call them they promise to help me and always screw up my billing and services.
They are poor untrained customer service and technical support. I really feel sorry for anyone working for the Godforsaken company. A year ago I complained about a 200% increase in my monthly billing, and after a month of FCC, media and Corporate complaints I finally got it somewhat resolved. I locked into a 2-year contract to keep the price the same monthly.
Well this month 11 months into my 2-year contract they decided to increase my bill $25 a month without notice, and next month addition $25 a month increase. Very nice of them. Low and behold, after numerous calls and complaints I found out that was a $50 customer loyalty discount for the 1st year only, which they didn't tell me about. What about being locked into a 2-year contract with the same price?
Once again they lied. Well, here we go again, complaints up the ladder to the Corporate, Media, FCC.

We have had up to 600 frequent disconnects per month since last May - We would regularly call in for a trouble ticket and be told we would have to wait 4 -6 days for service. This has been going on way too long. You continually wasted my time by having me wait at my home, with no one calling or showing up to my home...sounds like your technicians were going to Your Central Office to fix the error since all our neighbors had the same Frequent Drop Off issues.

This month we had 3 days of NO phone or Internet service. We saw one of your utility trucks at the end of our driveway, so my husband and I drove down to ask if he was working on our issue...TT#[protected] Your tech said yes, and that he was to fix a cable the neighbor has cut. However, the tech said the neighbor was suppose to dig the hole and that he wouldn't dig it himself...didn't get paid enough he said...MY HUSBAND ENDED UP DIGGING IT FOR HIM since we didn't have service, our Asthmatic Son did not have the 911 connection we require to be sure he continues to live!

NOW, 11/27/2017 I receive my invoice and my bill has been increased to $34.99. NOT ACCEPTABLE! The invoice actually should read $19.99 since we ONLY GET readings that follow...pings = 15 Download = 1.5 jitter = 1 Upload .4

We've been in contact with your Corporate Exc. Officer Stewart Broadrick and he has since moved on!

Frontier Communication is one of the worst companies I have ever experienced in my 50 years of life. NOT accountable, NO training, Rude Customer Service Reps, Techs don't call like you say they will...waste my time etc. There is not ONE thing I can say that is positive about Frontier.

Trouble Tickets #
[protected]
[protected]
[protected]
[protected]
[protected]
Case #U15935664
Trouble Tickets #
[protected]
[protected]
[protected]
[protected]
[protected]
[protected]
Lost Carrier in 2016 and 2017
March = 534
Feb = 252
April = 460
May = 344
Jan = 178

Pictures of my husband doing the digging on a problem that the neighbor created and your tech refused to dig...was going to leave...

The above is only a fraction of the trouble tickets we've been given...these problems have been occurring for over 4 years...we did FINALLY get credits...but now, our rate has increased, and our MBPS has decreased to 1.4 download...see above

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.