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FairPoint Communications
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FairPoint Communications
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63 complaints
48 resolved 15 unresolved
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FairPoint Communications - Customer service

Protracted string of terrible service: Mid April I called to have seasonal service resumed at my summer home. It was not. I called again and they had no record of my initial request. I was told it would be two weeks before they could switch on my service. Then one of my lines was dead. A service man finally came, checked the outside box and couldn't find the problem, checked inside and found no problem, so said he better check outside again. He then found a problem, said he fixed it, but didn't. I scheduled another service visit. That time the man fiddled around for a while and eventually said he'd have to schedule another visit to fix it. That was scheduled. I committed yet another day at my summer home, waited all day, but no one came. I called service once again and they claimed to have no record of the appointment we had made. I've now committed still another day to be here for a service call. Consistent with all of this awful service: When I telephone for service I get a message saying the estimated wait is two minutes - but the actual wait is 20-30 minutes. How do we deal with, and correct, this kind of terrible service from a monopoly?

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8:17 am EDT
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FairPoint Communications - customer Service

We have been waiting for nearly two years now for Fairpoint to complete installation of lines for a unified messaging service - Verizon installed the hardware which is on-site and now that Fairpoint is in control, I can't even find anyone who knows what it is, let alone talk to me about it.

I've tried to get a telephone line moved from one building to another for over three months now. I placed the order, received confirmation, (heard nothing), wrote the contact (heard nothing), wrote the contact again and copied the orders office (heard nothing), re-sent the message (heard nothing) and have tried now to place the order again (heard nothing so far).

We have had continual billing errors that can't seem to be resolved - no one knows why we're being billed what we're being billed, the terms don't match the contract terms - it just blows my mind. I didn't think anything could be worse than the Verizon customer service. Ha!

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5 comments
M
Dec 23, 2010 12:41 am EST

Fairpoint Communications has to be the worse company on the face of the earth. All throughout New England it has been a nightmare. I have been trying to get a phone installed since September. Finally they assure me they connected it 12/7. It isn't even connected to the house and they are charging me for service.. Every time you call you get a different person and different story. They don't know what they are doing.

C
Aug 30, 2012 8:38 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Trying to 'un-bundle' Fairpoint - drop the landline. Contacted Fairpoint 2 weeks ago...several times this morning. Just keep getting put on hold, no one seems to want to help me. Big runaround. About at the end of my rope. This company is even worse than Comcast - now do you understand.

H
Jan 05, 2015 10:55 am EST

I have been calling fairpoint for 5 hours three times customer service hung up the phone also saying there pc was down and just simply hung up. There attitude was the worst I have ever heard them. What is wrong with fairpoint?

J
Dec 03, 2014 1:26 pm EST

No internet for 3 weeks.. Having to call fairpoint 2 times a day so they do not continue to close the ticket without fixing our problem, we are currently on tick number 10. I have been on hold for 20-40 mins at a time and on the phone for up to 3 hours. Still no internet and know one can tell me if or when it will be repaired..

F
Oct 04, 2012 1:07 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Send the CSR's to the soup line, fast talkers that never give you their identification number so you can keep an accurate log of who you spoke to.

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M
11:26 am EDT
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FairPoint Communications - Poor Billing Practices

I requested telephone and internet services for a bundled price of $79.00 per month. Service was to start on February 11, 2009.

The telephone service was started on February 11 as agreed, the internet was not till almost a month later.

I received my first bill sometime in the middle of April. They billed me for starting service for the month of January. The bill was for $245.oo through to March. I immediately called them and they insisted that my service started in January for the phone and did agree to give me a credit for the internet only for 1 month. I requested they disconnect service immediately and give me the final bill. I just wanted to pay the final bill and be done with them at this point. I paid them $245.oo over the phone on May 1st, it cleared my bank on May 4th. Yesterday, June 10th, I get a bill for $300.10 due immediately, past due, threatening to send it to a collection agency. They claim they never received payment. Of course I had to send them a bank statement and I was told it would take another 30 days to investigate. I wish I had never heard of Fairpoint, this has been an costly nightmare.

Maryanne Longfellow

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2 comments
F
Jul 27, 2009 3:34 pm EDT

I have fairpoint for phone and internet. When I complained to the internet "division" about poor service they told me to complain to the telephone "division". When I did that the telephone "division" billed me $50 for checking my phone line and finding nothing wrong.

Reported that to the internet "division" and suddenly internet started working correctly. Now the phone "division" is threating to disconnect phone service for refusing to pay the $50.

So bye bye Fairpoint. Sue me if you will!

C
Jun 11, 2009 3:12 pm EDT

I got rid of fairpoint they have a lot of complaints here in the northeast U.S. The connection to internet sucks, worked when it wanted to, and they always said it was on my end, and it never was. They said it was my computer, etc etc. I am glad to see fairpoint go!

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6:32 pm EDT
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FairPoint Communications - Useless Billing System and Lack of Any Technical Support

Fairpoint Communications is truly a sick joke. Their 10K financial statement reveals how deep a financial hole they've dug and how they are stripping all available cash from their "legacy operations" outside of New England to pay for their acquisition of the Verizon business there. They actually admit they have little interest in furthuring their "rural" business. Here's a letter I sent today with copies to the relevant regulatory bodies. You may think this can't be real, but it is!

May 27, 2009
Mr. Jim Cooke
Vice President, Operation
627 Route 3
South China, ME 04358
Dear Mr. Cooke:
I have just spent seven (7) hours online and on the telephone attempting to make an online bill payment. I have spoken to four separate people, including a supervisor (Cindy in the Business Group) on a recorded line, which means that you can verify every word of what I’m writing in this letter.
I am away on a business trip, so decided to pay my telephone bill online so it would not incur a late payment and the nasty “disconnect” letter that is always mailed on the exact day the bill payment is due.
I realized I didn’t remember my online account password, so I called customer service. The first young man I spoke with told me he couldn’t tell me my online password unless I could tell him my online password or he could call me back at the telephone number listed on my account. No, that’s not a typo. That’s exactly what he said. When I discovered I must be talking to a ###, I asked to talk with a supervisor. Cindy came on the line to help. She asked me if I knew my Pin Number. I did and gave it to her. We realized that the first customer service person should have asked for that, but kept asking for a password instead. Problem #1 resolved. Note to Management #1: Train your customer service people better or don’t hire monkeys for the job.
Cindy informed me there is a separate group (which she couldn’t transfer me to) that handles password resetting. She informed me (at 9:45AM) I would be getting an email “shortly” to do the reset. I continue checking for that email until 2:PM when I called again and reached another customer service man. He told me that the request was being processed and still had to go to a “manager” for approval of the email before they could send it out. Note to Management #2: More than five hours and the involvement of a manager to send a customer support email, when most other vendors (American Express, Verizon, Chase, etc) allow for getting a password emailed at the customer’s online request, is a major system failure.
When no email had arrived by 2:45PM, I called again and got a woman who had no idea how to handle the situation and kept telling me she only knew the “basic things”, but there was no technical support person in the billing unit who could help me. Once again, I asked for a supervisor (more loudly this time) and, in a stroke of good fortune, got Cindy again. As we spoke, the reset email arrived and I tried it. No luck. She called the “reset” people and they sent another temporary password. Again, no luck. During this process, we realized she and I weren’t viewing the same screen. It turns out that because she’s in Maine and I am being redirected to the New York web site because my phone is in Chatham, we’re seeing completely different web screens. I gave her the URL I was looking at and she confirmed this wasn’t what she had been seeing, so she switched over. Note to Management #3: It would be helpful if the Customer Service people saw the same information on screen as the people they’re trying to help.
Unfortunately, although Cindy and I got ourselves on the same screen, the password didn’t work. She requested yet another temporary password and this time tried to log in herself using my information from My Account ( which I, of course, couldn’t see). This time, we were not only given an “error” message, but the system locked us both out because of “multiple login attempts”. At that point, both Cindy and I gave up.
I will not be able to pay my bill with a corporate check until I return from my current business trip next week and I will be damned if I will pay a late fee. Any attempt to impose additional fees will see us in court.
NOTE TO MANAGEMENT #4: YOUR ONLINE BILLING SYSTEM DOESN’T WORK AND, LIKE THE REST OF FAIRPOINT’S SERVICE IN THE OLD TACONIC TELEPHONE AREA, IT IS A DISASTER.
My experience with your billing system is similar to all my experiences with Fairpoint. As you may not be aware, we no longer have any human beings in the area who can handle problems, repairs or billing. All services are provided by out-of-area people, many of whom when I tell them I’m calling from Chatham ask, “Where’s that?” Your company is a disgrace and deserves to be in the financial hole it’s dug for itself.
Sincerely,
John Fiorillo

PS: As I finished this letter, I had a call (thankfully on my Verizon cell phone) asking if I would help your systems people solve this problem. My consulting fees are $300 per hour if you need such help.

Cc: Mr. Eugene Johnson, Chairman
Hon. Andrew Cuomo, Attorney General
NYS Public Service Commission

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11:42 am EDT
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FairPoint Communications - customer service

On April 24, 2009 we discontinued our service with Fairpoint Communication and asked that a referral be left directing callers to our cell phone. Simple request, right? Not for FC. They have directed at least five other phone numbers to our cell phone making it nearly impossible to get any work done because we must answer the phone for fear that one caller will actually be correctly directed to us. FC has left referral numbers that are incorrect. This resulted in directing our callers to unknown numbers. The people at Fairpoint Communications can't get it right! After I requested that I be reimbursed for my time when making the dozen plus calls during the last month to correct the problem (and as of today, our callers are still being directed to an incorrect number) as well as the time it took to answer unwanted misdirected callers, I was told the best they could offer was a $20 credit by Amanda in Customer Service who said "I will not deny that mistakes have been made". I wouldn't recommend Fairpoint Communications to anyone. If there is no other land line option, just use your cell phone and save yourself a lot of time, grief, and a bundle of cash each month.

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2:57 pm EDT
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FairPoint Communications - Residential billing

Since FairPoint Communications took over from Verizon, trying to get someone in Customer Service has been useless! And the little message they play for faster service go on line...and I have had no contact on that end either!It is my feeling that this company bought off more than it could chew and the NH Public Utilities Commission bears some of the blame also for approving the deal! The PUC now is afraid to put on any heavy fines on Fairpoint fearing they will go belly up! The billing process is unacceptable, having been double billed after having the proof it was paid!Perhaps it is time for the PUC to step in and put Fairpoints' feet to the fire or order them to sell to a company that can take on the challenge!

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1 comment
D
Feb 08, 2012 10:05 am EST
Verified customer This comment was posted by a verified customer. Learn more

I was told I had unlimited local and long distance when I signed up. My bill is including toll charges and they tell me that I do not have nationwide coverage. Could somebody tell me what is the difference between unlimited local/long distance and nationwide. The email answer I got made no sence whatsoever.

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12:27 pm EDT
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FairPoint Communications - Timly manner

I called Fairpoint on 03-06-09 to have DSL hooked up, They said 1-2 days and I would receive my equip. well it was 1week and 3 days later...I hooked it up and called them of course after HOURS on hold trying to get through...They tell me that they can't get my line ready until 04-06-09 and I would have to wait until then. So I waited until 04-08-09 and called back only to find out they had to send a tech to my house...So tech shows up 04-17-09 and checks the computer and says it will be 1-2 days! (always 1-2 days). So I waited until 04-20-09 and call them again...Talked to a supervisor, WHAT DO I DO... I threatened to send their equip. back and cancel the whole thing, His statement to me was "DO WHAT YOU GOT TO DO". Not very professional. So I decided to wait it out a bit longer, So on 04-24-09 I called back again and was told there was a ticket out for my password guess what? Yeah 1-2days! So I wait again...So 05-07-09 I called the tech line and was told 1-2days, So I asked what he wanted me to do with their equip.? Answer? Whatever, Sorry we couldn't help you. CLICK...HUNG UP ON ME. And of course I am getting charged for the service and am disputing the charges...

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6:17 pm EDT
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FairPoint Communications - phone bill charges

I spoke with AFNI approx. 3/6/2009, about 2 phone bills from Mont. Vt, and they said I had one from Norwich Vt, PO box ?. from [protected]. I told them I disputed this because in those time frames I never had a post office box. Now I still received a bill from them but nothing about a dispute. I'd like to know where this is going and why after all these years of having phones this is just coming to light? Again I dispute this bill. I had a home address & only used that for my mail.
sincerly, J. Cass

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4:56 am EDT
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FairPoint Communications - Overbilling and lost order...

My name is Pat Alaggio and I am the owner of Interactive On-Hold Services, which is located in Readsboro, Vermont at 6982 Main Street. We are getting ready to celebrate our 10-year anniversary this summer and now may be put out of business by the suspicious billing practices of Fair Point Communications who purchased our account from Verizon Communications early last year. My telephone bill for two business lines has been around $142 per month for the past year or so but has suddenly escalated to over $500 per month for the last two bills (dated February 28th and March 30th), which were sent late and only received (SIMULTANEOUSLY) this past Saturday, April 4th. My calling patterns DID NOT CHANGE AT ALL and we received no warning of this massive rate increase that, if allowed to stand, would put me out of business and do further harm to my credit. Note: January's bill was also sent late for some unknown reason.

Here is a brief summary of how this debacle unfolded:

January 20th, 2009: I called the Fair Point business office and spoke with Gilda to place an order for a high-speed internet connection. She told me that this service would allow me to download data at up to 3 MBs per second and upload at speeds approaching 768 KB per second, which would be a vast improvement over my present "dial-up" service with Sovernet Communications. I gave her a password that was to be used with this installation and was given an install date of approximately February 17th. Gilda advised that I would receive my equipment in the mail just prior to the install date but not to try and install the service until I received a call from a Fair Point rep telling me that they were ready.

February 27th. 2009: I received my equipment around a week before this date but never got a call from Fair Point so I called them to see what the delay was. I was told that there was no order in the system for me and that they didn't know what had happened to it. I was upset of course but not overly so since I had waited this long to bring a high-speed internet connection to my home business. I spoke with a supervisor in their Portland, Maine office by the name of Susan. Ultimately, a new order was placed without any reason given for why or how the other order could have been lost.

March 3rd, 2009: I reviewed my January 30th bill, which had arrived very late and noticed that my monthly charge had escalated to $200 for no reason! I had paid the previous balance in full and was surprised to see a $60 increase in my billing so I (once again) called the business office. This time I spoke with Barbara and as we looked over the bill together I felt that I had found the reason for the discrepancy. Under the service arrangement I had contracted for with Verizon they had capped the message unit charges for my second line since they could not offer a flat rate business service. This meant that I could use my second line to stay connected to the internet with my dial-up service without incurring any unreasonable charges. (All of my previous VERIZON and FairPoint bills showed this cap as limited to $20.36. i.e. And each of those bills read: "Local Usage Charge (NOT TO EXCEED $20.36)" It looked to me as if this cap had somehow been removed and I was now being billed for time on my constant connection to the ISP. Barbara said she would refer this to her billing department who would investigate this claims and I requested a call-back so we could get the problem corrected as soon as possible.

March 30th, 2009: I sent a payment of $136.59 in to Fair Point Communications, which reflected the amount that I felt was legitimate on my (then) current bill.

April 4th, 2009: While at the Post Office I picked up my mail, which contained two statements from Fair Point. I presumed one might be a billing adjustment and the other was probably a new bill. I had taken Saturday off so I did not open that mail until the end of the following day.

April 5th, 2009: (Evening) I opened the two statements from Fair Point to discover that not only had they not addressed the billing issue that I had called about a month earlier but that it had actually escalated to a point of being absurd. Instead of my monthly $142 in charges I was being billed $554.68 and $570.42 respectively for February and March. These two bills represents an overbilling of approximately $841, not including the $60 I had already reported to Barbara on March 3rd (for the January bill) and, since these bills have been going out late and haphazardly I can expect the same to be true of my current bill when it arrives

PLEASE NOTE THAT I HAVE NEVER GOTTEN A CALL BACK FROM FAIR POINT COMMUNICATIONS ON EITHER THE 1ST OR 2ND HIGH-SPEED INTERNET ORDER OR THE OVERBILLING CHARGE THAT I HAD IDENTIFIED WITH BARBARA ON MARCH 3RD AND THAT IS WHY I AM WRITING THIS LETTER SO I MAY ESCALATE THIS MATTER WITH ANY AND ALL AGENCIES NEEDED TO RESOLVE THIS MATTER PRIOR TO BEING PUT OUT OF BUSINESS!

Resolution Sought:

1. That a full credit be given for these over billings and that my credit not be harmed by the apparent failure to pay these exorbitant bills.

2. That my high-speed internet be installed ASAP without further delay.

3. It is my sincere hope that Fair Point Communications, who picked up billing (from Verizon) on my business with their March 31st, 2008 bill cycle, will act in a forthright manner in correcting this frustrating debacle as soon as possible and issue an apology for the poor service they have provided.

I may be reached either at [protected] or by responding to this e-mail. Thank you for your time and assistance.

PS: It might be interesting for some to note that I had nearly 15 years of outstanding service in both New Jersey Bell Telephone and AT&T and understand these matters better than most. I served both companies with the highest level of service and integrity and EXPECT better from Fair Point Communications moving forward.

PPS: Research found http://www.seacoastonline.com/articles/20090404-NEWS-90404004 .

Best regards,

Pat Alaggio

I.O.S. "Making every minute count."
http://www.iosonhold.com

[protected] (North America)
[protected] (International)

AUDIO PRODUCTION SERVICES FOR BUSINESS

“The world is a dangerous place, not because of those who do evil,
but because of those who look on and do nothing."

Albert Einstein

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12:53 pm EDT
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FairPoint Communications - Residential Internet

I have Fairpoint Communications Residential Internet by default after they took over for Verizon. The customer service and tech support are terrible - worse than that - they are down right rude and arrogant. Neither department could locate my account despite my supplying them with the account number, user ID, name and address. I was given the "oh well" attitude with no results and no reassurance that this below standard service will be addressed. I was given a number to call and have been on hold (with phone on speaker phone) for over two hours currently. I think the FCC should be notified as this is inexcusable.

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3 comments
J
May 12, 2011 5:35 pm EDT

ok i have fairpoint internet and when i play games online on facebook i get kicked off alot or booted and i have called more then 50 times and they tell me they are fixing it and they dont i am just gonna go with other company who is local and they are better then fairpoint
internet goes in and out we have wireles internet but before we did get wireless we had a model that was hook to our laptop and the internet service sucks dont order from fairpoint they suck

M
Jun 13, 2009 8:21 pm EDT

We have Fairpoint for our wireless service, because we have no choice here in northern NH. Our service cuts out up to 20 times a day. I called to complain in April and was told they would send someone out to check our line. I never saw anyone, but the problem cleared up so I was happy. It began again this week, so I called to report it. I had to call three numbers before I got someone who could find my account. Then I was told that there was a "ticket" out on this problem already, so they could not create a new one. Seems the complaint I made in April has not yet been addressed and they cannot do anything to speed up the process since it has "already been sent to the local garage." I asked for the local number, but was told the rep did not have it. I actually felt sorry for the guy, but he was utterly unable to help me. So our complaint regarding our internet service for which we pay over 40.00 a month has been in their hands for nearly 2 months. Who knows if they will ever fix it - they will not accept a new complaint for the same problem while the old one remains outstanding, due to their inaction. Unbelievable.

C
May 12, 2009 10:04 pm EDT

i am about done with fairpoint they tell us we couldn'tbe found in the system then it's problems with it on our end or theres then we get well 10 bussiness days from the phone being hooked up. then we get we will have you on a prioty list. then it's well we have a person that isn't doin there job i say fairpoint get off your butts and do your job. they say they can't do the phone and interenet same day but timewarner does it and they can't bull so my official complaint is this fairpoint sucks

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11:39 am EDT
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FairPoint Communications - Not delivering promised credits

Hi my name is JohnLeney, and I have spent over 20hrs over the past 2 months dealing with Fairpoints various customer support and billing depts. My telephone is [protected]. Last 3 digits of account# are 584. I have been told that I would be issued credits on two separate occasions for 17.99 each. The last two bills arrived within a week of each other and the credits were not there. In the last phone call “Amanda” in your Burlington, Vt office refused to let me talk to her supervisor. The last bill was $65.26 and should have been reduced by 35.98 or a balance $29.28. I would like confirmation of this. Absent that confirmation I would like the name, address and phone #’s of both the Fairpoint and public utilities representative responsible for resolving customer billing disputes. These promised credits involve the switchover from verizon computers

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1 comment
G
Nov 20, 2009 7:38 am EST

Fairpoint communications absolutely is the worst I've ever seen:
1.) I canceled my service in March, they billed me for 39.95 for 3 months after that which totaled around $120.
2.) They acknowledge this, and instead charged my credit card for $120!
3.) They finally sent a check for $120 on 8/7/09 statement for $120, however, on Capital One...so now I'm back to them owing the original $120.
4.) I contacted them - Contact: Jean Villheora - [protected] in residential service center (said about 1 - 2 weeks this will be corrected)
5.) Contacted them 3 weeks later, still nothing - they acknowledged, and saw the issue again - they said we missed the cycle, so would have to wait until September to be issued the check
6.) I called in October, they did the same exact thing, and said November now, and apologized up and down

7.) It's November 20, 2009, and I still haven't received the $120. I have talked to 3 supervisors over the last 3 months.

Fairpoint Communications is the worst company I have ever had to deal with.

Thank you,
Greg Schneider
Bedford, NH

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11:35 am EDT
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FairPoint Communications - Poor Service / Unending delays

I placed an order for high speed internet on January 16, 2009. I was told my order would include hardware for the connection, as well as software, in addition to the 'line switch' upgrade to DSL. I was told that I would have all necessary equipment and connection to DSL by February 12, 2009. By the end of the following week, i.e. Feb 19, I contacted Fairpoint to inquire about the status of my order. I was told that they lost my order. I thus re-ordered by subscription for high-speen internet and was told that I should receive my hardware/software upgrade in about one week. I contacted Fairpoint again on Feb 27 and to inquire about my order's status. When the service rep checked I was told there was an error on my order. Apparently I was not able to receive the higher band speed of 3.0Mbps because of my location. I was, however, still capable of the broadband connection but at the slower 768kbps. I was again told that my hardware would take one week to arrive. I called again on March 13 and was told 'sometime in the next week to 10 days' my order should arrive. Is this rediculous or what? (Within the same time frame I placed a separate order (not Fairpoint or telecom related) from an internet mailorder house located in Tennesee and received my order in less than a week.)

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Update by Kevin B
Mar 20, 2009 11:38 am EDT

Oh, as of this writing, March 20 I still have not received anything from Fairpoint. Is there someone in Vt gov't who can at least receive my complaint?

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3 comments
D
Dec 04, 2010 5:41 pm EST

My compliant is just that of their billing practices. I am paying $75.00 to $78.00 dollars for unlimited calling ONLY! What I dont understand is how they offer these Bundles at a much lower rate or adding to about the same as I am paying for JUST UNLIMITED CALLING. I have asked them this same question only to get the run around or some really lame excuse that makes no sense. Why is it I am paying so much for just the calling service when they are charging around Twenty Dollars less for a BUNDLE PACKAGE.

T

I agree with Sharon. My internet is just as slow as it was when I had dial up and in this day, for the money that we pay, is disgusting. I have had verizon for years without issue. I was able to surf the internet at a pretty fast rate. Since my service switched over to faripoint, it is excruciatingly slow and I refuse to give them more of my business by upgrading to fios. I am wondering if that is exactly what they are trying to do. I have several computers so I know that it is not the computer. I will be taking my business to comcast. I find it hard to believe that an already established service, verizon, suddenly comes to a standstill when another company takes over.

S
Mar 21, 2009 5:27 pm EDT

I live in Maine and Verizon was my ISP prior to FairPoint buying them out. Let me tell you, my internet is slow and my email is slow, get my messages in bunches not as they arrive. I have tried contacting them online and after waiting over an hour for live chat I disconnected. I finally reached someone by phone that didn't know what he was doing. Had to keep putting me on hold and asking someone else. Finally told me it was my computer. Well it is not my computer. It is such a hassle to change ISP and set up email and internet access again. Don't know what I am going to do. I might as well have dial up again.

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9:01 am EDT
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FairPoint Communications - Horrible horrible horrible customer service

Absolutely THE worst company I've ever dealt with. I am now on hold for the 5th day in a row as they can't find my records. ANYTIME. ANY DAY. I pay them every month and they can't even find my info! Nobody returns calls, they don't follow through on anything. It's like nothing ever happened. This is about hour #5 in a week. And nothing has been resolved with my router issue. NOTHING.

I would switch in a heartbeat if this weren't a MONOPOLY.

Horrible. Just horrible.

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7 comments
J
Jul 21, 2014 9:43 am EDT
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I am having an issue with high speed Internet. You cannot schedule service online. They have a hold time to speak with a service representative of 20 minutes or more, and you cannot leave a number and have them call you back. The only way to have them coordinate a service call is to wait on the telephone...its been 24 minutes and counting...FRUSTRATED!

F
Oct 04, 2012 1:00 pm EDT
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Lay them all off including the CSR, bunch of fast talkers that won't give you their CSR identification number and/or employee number.

M
Feb 21, 2012 5:31 am EST

Terrible service! Lack of follow through on new products ordered. I have lost business due to mistakes that they made when services were ordered, & they failed to follow through.

S
Jan 13, 2011 5:58 pm EST

I pay my bill they shut me off the next day ..i Call them up they said my payment was late cause there service for payments didn't post it to my account on time ..now they want to charge me to turn my services back on ...

M
Oct 04, 2009 10:22 am EDT
Verified customer This comment was posted by a verified customer. Learn more

THIS COMPANY IS A JOKE!

I had made a payment arrangement 5 days b4 I would have been due for disconnect and per my conversation w/ CSR..."you are all set ".

I called my final payment on residual past due amt>note it was taken from my cking account in minutes after calling in the payment, and for the second time I encurred another over the phone payment fee of $3.00.

5 days after making full payment (earlier than promised) my svc was disconnected ANYWAY !I work 3 towns away from home and tried to place a call to home line on my break, my husband works 3 rd shift and I call to get him up for our 2 autistic children to get off of the bus. I called them to have the svc turned back on..."you will need to wait 24-48 hrs.

I am writting this on a Sunday morning...I have not had svc since Wednesday am!

I have filed with a complaint w/ the BBB---THIS NEEDS TO BE ADDRESSED THEY ARE THE WORST COMPANY EVER!

PS.
I was talking to mnger ? "Matt" and I asked for thier corporate contact # so I could complaine and his responce (after 10 mins holding)" the only thing I have is thier PO BOX"...ABSOLUTELY LUDICROUS!

I
May 30, 2009 6:54 pm EDT

The worst EVER! Took a month to get a line re-hooked up in a new name at same addtess!

Http://www.ihatefairpoint.com

U
May 01, 2009 3:54 pm EDT

Same thing -
I call Fairpoint, they promise to call back within 24-48hrs.
They never call... this is the 3rd time in 2 weeks. First they have no record of my first call, then they tell me they'll call me back, (they never do), then they tell me the $67.98 for the Direct TV & Internet 3.0 combo promised by both directTV and Fairpoint is something they never heard of, but it will cost an extra $43.99/mo for internet seperate of DirectTV.

On hold with them now for a Supervisor... 33 minutes and counting

HATE HATE HATE HATE HATE FAIRPOINT

I want to thank the state for allowing Fairpoint to come in and Verizon to exit, NICE MOVE DUMB ###

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S
1:15 pm EDT
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I wish I had known when I switched to Verizon Fios that Fairpoint was taking over the relms. There is no way I would have ever switched. This company knew they were taking over, why would they not have all these things such as billing etc in place. Their website is a joke. Does not even work with Firefox. Their new billing/payment system is yet another...

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J
6:19 pm EDT
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After making several call to fix our Email conversion issues from Verizon, we were back in business, but within a day, I was receiving lots of trash Emails on my new Email address. Now how did that happen? Has Fairpoint sold my Email ID to someone, or was it compromised by someone at Fairpoint? I never got this trash mail while at Verizon. Where is their...

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J
12:49 pm EDT
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FairPoint Communications - telephone dis-service

Customer Service never answers the phone. The bills are never right. They take your money and don't credit your account, so the balance keeps rising and you get past due notices.

Are they idiots or frauds? You decide.

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3 comments
A
May 24, 2009 3:15 pm EDT

All of you... file complaints with the Better Business Bureau and/or the Public Utilities Commission. I have done both, and it gets surprisingly fast results.

Even so, I am switching over to Comcast next week. Their customer service isn't so great either, but I've been putting up with Fairpoint's crap since December 2008.

High speed internet and a cell phone sounds good to me.

H
May 07, 2009 7:16 am EDT

My name is Holly Witham. I called Fairpoint in the middle of the first week in april, I ordered phone service and internet.I was told that I would have both services by the 16th of april, well, the 16th came and went to no avail! I have called at least three times a day since, again to no avail.I finally resorted to a medical emergency letter faxed from my doctor's office to Fairpoint on the 6th of may, as I am disabled.
A technician came to my home yesterday, and stated that while he did everything right on my end of the wiring there still was a problem on the other end, hence no dial signal. So I am still waiting! and the internet can not be hooked up until after I have had a working phone for two weeks! the last rep I talked to informed me thet I was LUCKY that they responded so quickly! I then informed her that with an emergency letter from a doctor has to be resolved withit 48 hours.I will call again today! tThanks for letting me vent.

A
Mar 17, 2009 1:02 pm EDT

terrible...I am planing to disconnect my phone. their rates are outrageous and no one seemed to take a call for custormer service.

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K
7:54 am EST
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FairPoint Communications - Poor email / webmail service

I used to have Verizon for my phone, DSL, & internet and email service provider. Due to some deal between Fairpoint Communications and the State of Maine, I and everyone else in Maine were forced to be switched over to Fairpoint Communications for all of the above services - whether we wanted it or not.

The transition from Verizon was promised to be seamless, but was anything but. I lost stored email messages during the switch and for about two weeks could not reliably send or receive email. Now I cannot send email messages to anyone with a yahoo.com email address.

Fairpoint Communications email service sucks. I am paying for something that does not work properly.

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4 comments
H
Mar 25, 2009 3:53 pm EDT
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I can't even get a simple billling account set up to pay my bill on line, rather than pay $3.50 to pay it by phone. They have you CALL to set you up (any phone company I ever dealt with (including verizon) just had you set it up yourself on line ), and say you will be set in 48 hours. It's been two weeks and several phone calls (which I am put on hold for 30-45 minutes), and nothing happens. This is not rocket science.

C
Mar 21, 2009 12:14 pm EDT

Intermittently receiving email depending who is sending it. Gave college current Fairpoint email address CORRECTLY just yesterday and did not receive email from college. I have had to literally set up a new email account on yahoo so I can receive email from high school and now college.

After calling customer service the other day on the high school not being able to send email to me, all I was told is they can't help me "it's a server to server issue"! What?

Yes, we triple checked to make sure the email address is correct. If I could get ride of this company I would, but they have the FIOS which we need...

Disgusted

M
Mar 12, 2009 3:02 pm EDT

FairPoint is THE WORST! I am on hold with their "Customer Service" department right now, giving me plenty of time to find this site and add my own review. I live in Maine and was forced to change by the acquisition of Verizon customers in the area. Yes, we could change to Time Warner, which I may have to do, but as you know, changing providers comes with its own set of challenges.

The FairPoint transition was horrendous and continues to be so. Their "Customer Service" is beyond terrible. Not once have they been able to help me. Today I am waiting to discuss the bill I received, which claims a Past Due balance for a bill never received before, and shows an increase in Internet charges. This for Internet service that is only intermittent, at best!

I wrote a letter to one of their Vice Presidents in New York and have not heard back from him yet. He must have a huge pile of incoming mail like my letter.

Signed,

Very Disgruntled Customer (for now)

S
Mar 05, 2009 10:17 am EST

All of Fairpoint stinks! Last April I signed up for the phone, net, and tv bundle of $99/mo plus taxes bringing it up to $108/mo. Never did I see that price! I was charged $140 - $150 a month! I contacted them each and every time I got my bill that was suppose to have the correct bundled price. Needless to say they continued to blame direct tv and I continued to overpay!

Six months later I had enough! I went to phone power and internet phone service that isn't the best but works because it was my only option. Sad thing is I couldn't get another DSL provider in NH! So I stuck with fairpoint on that. They forgot to mention that they need to have a credit card on file and 2 weeks later my DSL was disconnected!

I called them yet again was reconnected but they reconnected me under a 2 year agreement! Totally not something I wanted because I'm still searching for other alternatives so I can be completely done with Fairpoint! Now if I leave, I get slapped with a major fee!

Fairpoint is the worst phone company ever! The customer service reps are useless too as well as the managers!

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H
1:00 pm EST
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FairPoint Communications - lack of service

We recently had our service with Fairpoint canceled. We chose another provider whom we are very pleased with. Fairpoint will not release our telephone number to our new provider.
What this means is that I can call anyone anywhere and NO ONE WHO IS A FAIRPOINT CUSTOMER CAN CALL ME!

This is my entire family, friends, etc. Some of these are elderly family members with health issues. If you have a cell phone you can call me or if your a blasted telemarketer you can call me but you cannot call me if you are a Fairpoint customer. How many people in their 80s and 90s have cell phones?!

Fairpoint should rename itself the Phone Nazis.
I fought, begged, and pleaded with them this morning and they keep telling me it is the fault of my new provider. I was told that no one in management would talk to me and they also would not talk to the person I was speaking to at that time (a Supervisor for Fairpoint). The Supervisor said that my new provider had to "negotiate with them" something they did by notifying Fairpoint more than two weeks ago. I was told Fairpoint has SO MANY orders right now that they just simply cannot get to my problem. Well apparently they cannot get to ANYONE'S problem because I spoke to a friend who recently moved to Maine and she has been on the list for 6 weeks to have a phone hooked up for her by Fairpoint. I wished her Lots of Luck.

They still have an internet order pending for me that I cancelled that even SAYS that I cancelled it. We needed a repairman at one point due to noise on the line. I had to call several times before they would send anyone out because they wanted us to check the interface box on the pole first, use a land line and see if it made the same noise. (Then they knew it was their problem)For some reason there is no box here so we couldn't do the test so they finally said they would send someone. After that call the noise "magically" fixed itself so we cancelled the repairperson and guess who showed up the next day? Fairpoint Repair!

Fairpoint should never have been allowed to buy/merge with Verizon here. They have a huge mess and I don't think they can handle the purchase they have made. I know if I ever have to make a choice again pertaining to Telephone providers Fairpoint will lose hands down.

No matter what your going through with Fairpoint they will be happy to tell you that it is someone elses fault.

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6 comments
A
Mar 18, 2011 1:05 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Switched to Fairpoint/Direct TV bundle thinking I could save some money. It has ended up costing me dearly. Got the service in January. It is March 18th and since January I can't update, can't renew my security, can't get in my email most days, because of security issues I can't bank online, and worst of all, I am running a online fundraiser for my brother who is stage 4 cancer, father of 3 all girls under 10. Can't run or access it! Time none of us can get back! I have called, they have given me so many excuses. The problem has been narrowed down to them. My phone lines, and computer are fine.
They closed the work ticket in an unresolved status, if I hadn't called back
it would have not been noticed. To boot... I have Fairpoint for my business
and last week we couldn't get faxes. Had the fax number for 10 years, contractors, architects, homeowners all have that number, it is lettered on our business cards and paperwork. They told me for some "unknown reason"
"it was mysteriously turned off and the number put back in the pool of available numbers"! I must admit the woman handling that worked quick to resolve it but Fairpoint is a nightmare. I am now stuck in a two year contract with Direct TV and must go back to Time Warner again for just internet and in the long run it will cost me far more than before, plus reconnect fees. I am calling today to see where they are with all of this.
I recommend staying with Time Warner as much as they are pricy, you get
what you pay for.

W
Jun 08, 2009 1:49 pm EDT

April 20, I called to start service. It is June 4th and still no service, I've called 100 times and spent a lifetime on hold and there is still no answer! They will not start our phone service and THEY don't know why!? Nothing but frustration in Kearsarge, N.H.

J
May 16, 2009 4:16 pm EDT

Fairpoint is a nightmare, disaster and discrace. I ordered service, local and long distance. Our phone has gone out several times for days at a time (problem on their end). Getting ahold of someone takes an act of congress.
I injured my back at work a few months back and found out I qualified for Lifeline service, which is a discount the State helps pay. I have signed up twice, each time they tell me I am all set and then I continue to be billed the full amount. I stopped using my long distance months ago because it isn't included in the Lifeline service, yet I am being charged the full amount and in fact, I guess still have long distance because they never changed my service. The last time I called to tell the "Customer NO Service" agent the problem, she told me she would fix it but she had no record of me calling to make the first request (no record? they are the phone company?) so I would not be reimbursed. I asked for a conformation number this last time luky for me, now I have to call them back and straighten out their mess again. I try to be polite even though Im pissed, but the customer service agents I have talked to have been rather rude.
Anyone who has tried to call knows you must hold for 30-40 minutes before you get through, I waited and someone finally picked up and I heard this lady talking to a friend on the other end and then hung up on me! Clueless!

T
Apr 28, 2009 7:21 am EDT

They are a nightmare, I can't believe Verizon left us in the hands of these incapable idiots. We lost our MSN with no notice because MSN won't work with Fairpoint, so we ended up having to just purchase our email through MSN, paying them over the phone or trying to speak with anyone is nearly impossible unless you take a day off from work to stay on hold, and you want to make sure your cordless is charged real good. They actually hung up on my husband, he finally was put through after being on hold for almost an hour, and the lady hung up on him right after she took the call, it was 5:59pm and they close at 6pm, huh? I have heard endless complaints about them, I don't understand how they can operate in this way. We all have cell phones, thank god, but we have the land line for emergencies, and internet service. Our only other choice is Time Warner which is starting to look good, even though they are more expensive, we may have to make the switch. I can tell by the other comments we will probably have to give up our number we have had for 15years though. They are just a horrible company, and you can tell they don't even care because they are not trying to make anything right. It is to bad!

M
Apr 09, 2009 7:08 pm EDT

I too am experiencing the same problem of lousy customer service. The Maine PUC needs to step in and fine Fairpoint. Money is the only thing that matters to companies like this.

I have been trying to get my cottage phone lines hooked up for over 2 wks and they keep saying my request was rejected "by mistake". No info on when it will be hooked up as each day goes by and they miss every deadline. It has been my dream to live in the state of Maine 6 mo per year. I am in sales and need internet and phone and can live anywhere. Now I own a cottage and cannot be there due to no phone service. We are 15 miles from cell service. this is unbelieveable that the independent minded citizens of the great State of Maine and putting up with this.

FINE FAIRPOINT

A
Mar 24, 2009 10:49 am EDT

I have never had the kind of problems with a company like the issues I'm having with Fairpoint. I have spent countless hours on the phone waiting to speak to someone, only to be disconnected after retelling my lengthy story. They have no records of my calls, or even that they sent a technician to my house twice. I moved at the end of January and it's the end of March 2009 and still no phone. Today I learn that they have no record of my moving and that I have to wait another 2 weeks until the problem can be resolved. Further when I told them I refused to pay for the service I haven't received they told me to call back to speak to a supervisor, which may be another 40 minute wait. What kind of company is this, I am outraged and wholly disappointed that any business can operate like this without consequences. I use my cell phone as my real phone and Fairpoint as a lifeline in case of an emergency, I believe they are the only ones who offer this service so I feel powerless and angry about what's happened.

Fairpoint should be ashamed on the deepest level.

Thank you

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A
6:56 pm EST
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On December 23 I called and spoke to "Eric" in customer service to determine why my internet service had been inactivated. After much hunting, searching and asking for supervisor help, he finally explained that my "regulated" services had been disconnected and my account switched to basic services with a new account number back in February of 2008. I have...

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S
1:17 pm EST
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FairPoint Communications - Fios/bundle errors

1st Verizon wired my area for FIOS and no longer sold DSL in the area. I was required to purchase FOIS at the higher cost if I wanted Verizon. Fios required rewiring your home for fiber optic. I did so and bundled phone and direct TV for 99.99 per month plus taxes. Fois includes either MSN premium or Yahoo Premium w/ free virus and spyware.

Fairpoint takes over. They do not honor the bundle. After multiple requests they fix for 1 year of my 2 contract. Great I get to call again in a year. Internet upload speeds very low (speed test.com). Service spotty and slow.

Fairpoint moves to thier own system. Msn emails and contact list do not transition. did get Verizion email transition. I did not use this due to low quality filters and now have box full of spam. After being told by fairpoint I would have free access to fairpoints virus and spyware programs but would lose MSN I find out they want to chg 4.99 per month additional for use of these services.

17.99 DSL rqst ends up costing 53.99 for FIOS. no email. Now want additional 4.99 to equal the items I originally had in my contract. Billing only fixed for 1 year. Took me 3 hours to get this done.

Fairpoint is in breech of contract with all FIOS customers. Stay away. Once your rewired your screwed.
]

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Update by sweet1
Feb 08, 2009 1:18 pm EST

forgot to add. pop up blocker on. guess what... have pop ups for the 1st time in 4 years. Who from... Fiarpoint

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1 comment
S
Aug 11, 2010 8:16 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Well the Fairpoint Bundle is just another duplicitous trick. I signed up for the bundle and got the 56.99 after they sent me a very large bill & had to adjust it! It was adjusted and i thought i was all set. Ha Ha on me. I get my bill this month and it is back up to $72.00! That is because in their hoaxie bundle, call waiting, caller id etc are not included therefore you CANNOT have the 56.99 bundle. Where is the truth in advertising? They tried to sell me the dish network I asked if he was nuts. I wasn't falling for that one. They are on very shaky ground to begin with why make customers even angrier? I can only hope they go under and Verizon comes back. I am seriously considering only my cell phone and internet but they would probably charge me $500 for that service.

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