Frontier Internethow can I return the modem???

Review updated:

I really doubt if this company has any capacity to provide the quality internet service as they advertise.
I ordered their internet service on 8/12, when they told me that they would send the technician out on 8/18. On 18th, nobody showed up, and I called the company just to find out that they can't even find my internet account. After assuring that I won't be charged for the service that I never received since my account doesn't even exist, I decided to get a service from Time Warner.
To my surprise, I received a modem from Frontier the very next day. --> and this was the beginning of the real nightmare...
Since this day, I have been trying to return the modem to Frontier before I receive a bill for the modem. I literally had to keep calling them just to get a returning address for the modem... Well, this has been almost two weeks, but I still can't return the modem since they don't give me the returning address.See the Top 10 Worst Complaints in Durham, NC
Within two weeks period, I was told by three different operators (three different occasions) that I would receive a mailing kit for returning my modem which I haven't received yet. Alternatively, I asked for a mailing label or the physical address, thinking that I would pay for the postage --> I haven't received neither the label or the address. They insisted that they had sent them out through the email and smail, and they all said that they couldn't find the physical address for it!
This afternoon, I spent three hours trying to figure out why I am not receiving any correspondences from Frontier. Nobody, including a few supervisors could figure out why that was the case.
I am not exaggerating my experience with Frontier. I rarely participate in this sort of forum; however, I felt a strong urge to warn people about this company's malfunctioning operation.
What I am expecting now, is the bill form this company since I still have the modem. I really don't even want to think about how difficult it would be to make them understand that I am not responsible for this...
Hopefully, I am one of the few Frontier clients who is challenged with this kind of issue.
If I can go back to 8/12, I would NEVER sign up with Frontier!!!
Thank you for reading my comment.

Sort by: UpDate | Rating


  • Wa
      Jul 07, 2014

    Although I pay an additional fee for enhanced wireless internet, my download speed has never been worse. It's comparable to what it was 15 yrs ago with dial up. I have been told that my speed is "within an acceptable range" of the definition of high speed.

    0 Votes
  • Ja
      Jun 30, 2016

    Quite possible the worst customer service ever. We had Verizon Fios and then Frontier took over our account. My computer speed half over night.. too many problems to discuss. IT'S SO CRAZY I WOULD THINK THEY ARE DOING IT ON PURPOSE TO RUN THE BUSINESS IN THE GROUND. I know that sounds crazy but everyone I know is having horrible problems with them as well. Now they cancelled my service a month earlier than I requested so I have no tv or Internet and they won't reconnect it for the month even though it is their error! And now, I can't figure out where to send my equipment. I live in California.

    +1 Votes
  • Ma
      Sep 29, 2016

    I also live in California. I have called 4 times, starting in august, to request boxes and lables to mail the equipment back. I received one box. I called explaining that the one box can not fit all the equipment that I need to send back. They said they would send more boxes and lables. I still have not received the boxes. Called two more times and all they said was they shipped the boxes. no one could give me tracking numbers so I could verify if they had actually shipped me the boxes...After about 2 1/2 weeks I called a Frontier store but they said they could not take the equipment...please help!!! How do I get this equipment back before they start charging me a ton of money for equipment that I have tried to send back to them since I cancelled the service. With all the complaints I have read i'm sure that will happen next...

    +1 Votes
  • Ke
      Oct 06, 2017

    Send registered letter with delivery receipt to chairman of frontier. Inform of cancellation with cancelled number and date of cancellation. Ask for return instructions and specify that you have requested same from phone support with no response. Copy to your state regulator.. you will get a response. If not, file claim in small claims court for storage of frontier equipment.

    +1 Votes
  • De
      May 03, 2018

    I have been waiting since October for boxes to mail back equipment. I have spoken to three customer service reps who said they would be sent out and still no boxes or labels. I had even emailed the President's office. What am I supposed to do. I don't plan to keep it in my garage infinitely? I even said in the email that I plan to set it outside the store outside business hours and they would have to deal with it, since the stores say they don't take equipment. There was no response to this email. This is the worse customer service I've experienced.

    0 Votes
  • Te
      Jun 21, 2018

    I recently cancelled the TV portion with Frontier. I have spent the better part of a month trying to get labels in order to return the equipment that I had. Have changed my TV service to another and will most likely change my internet provider as well. I had this service when they were Verizon and loved the service, they had at one time VOIP for phone service, when they stopped that I purchase the Ooma system. It has worked out fantastically. I do believe that this Frontier Communications is going to run this right into the ground so sorry that Verizon chose to give up the Cable TV industry etc. By comparison these people absolutely SUCK!!!

    +1 Votes
  • E2
      Aug 06, 2018

    Yep having problems with them also. We moved & I was willing to transfer the service to my new home but Frontier does not service my area. I found this out after talking with someone a couple of times & them going back & forth on if the serviced my area or not. They tried to talk me into using them for my phone & I would have to go with someone else for TV & Internet. Obviously I said no. I had Frontier shut my service down & they said they would send me what I needed to return the equipment. I did not receive the equipment but I did receive a bill for 2 months of service!! I don't even live in that house any more! They can't service me here! What the !!!. I called them & they said they would refer my complaint to the proper people & it could take a month or 2 to get a response. I followed up in a month and a half & found out nothing had been done. I went through the whole mess again with the next person I talked to & they said they would escalate the issue & they would send me what I needed to return the equipment. I waited another month, again nothing had been done & I did not get any return packaging from them. I called again & was told that the review board had denied my objection & I still owed the bill. How the heck can I owe for something I can't even use??? These people are dumb as rocks!!! Now they sent me to collection. I finally got the return packaging but no address as to where to send the crap back to. AAARRRRGGG!

    +1 Votes
  • Mi
      Oct 21, 2018

    wow, wish I had read these comments before I chose Frontier. I'm about to start my cancellation process now and dread the nonsense I may experience...

    0 Votes

Post your comment