Frontier Communications
reviews and complaints

Two months ago, I noticed that the inground box Frontier has in the easement next to my house had been shattered. I immediately called for service. The first team that came out let me know that they were not able to repair the box and that a construction team would have to do it. They offered to have one sent out. After a 45 days I called again and a construction crew was scheduled so I was told to be out in a few days. When the crew arrived they offered the same excuse as the first crew. They were unable to complete the repair and a construction crew would need to be scheduled.

So I took it upon myself to contact Frontier NOservice. The first person I spoke to kept telling me how sorry she was for my problem. She was SORRY. In fact she is the sorriest customer service person I have ever spoken to. She failed to realize that it was not my problem but THEIR PROBLEM. I finally encouraged her with some rather flowery words to be silent and go get a manager for me to speak with as she was unable to help me. She put me on hold and 15 minutes later came bat to say that the manager was too busy and would have to call me back in an hour.

I waited an hour and received no call from said manager. So either she was lying or the manager did not really intend to call me. So I called them. This time to my amazement I got a gentlemen with some strong customer service skills. He listened to my story and immediately got me connected within 2 minutes to his supervisor. His supervisor got me scheduled for the next day January 12 with a construction crew so I thought. On January 12 I received a call to tell me that the construction crew would not be arriving and that they would come out on Monday, Martin Luther King Jr. Day. As I thought about it I realized that the crew would need to be exclusively white as no self respecting Black Man would work on Martin Luther King Jr. Day. So silly me I called back and explained my concern one more time.

This time the off-shore Frontier NOcustomer support connected me with someone in the USA. I was prematurely elated. The gentlemen I was speaking with was very customer service oriented. He even got to the point where he said I don't even care if they are recording this call. It is wrong what we are asked to do to our customers.

The bottom line is that Frontier uses a third party to complete all "construction related" service calls. They can only issue request and have no mechanism for scheduling. He understood that in a few months my wife will begin to teach swimming to small children and that the broken box is a potential safety hazard. He even took the issue to his manager and his manager blew him off. I shared with him that he should not be surprised as I had looked up the number for the corporate office online and called it. The AI voice that answers offers you two choices: press 1 to speak to sales, press 2 for the operator. Neither option does anything but take you in a loop. I challenged him to try the number at lunch.

So now my question is: Is there one single person in upper management at Frontier that gives a damn about customers. After all we are the reason you even have a business.

Just so you know I am posting a sign over your broken box that states if you are injured by this broken box, please sue Frontier. They are the ones responsible for not getting it repaired.

If you decide to be serious about fixing your broken box you can call me at [protected]

We have had problems with frontier 2G internet service and had a another technician come out again because the 2gig port was not working correctly again 2/19/24 9:30am tech stated that the 2 gig service is unreliable and i would have to agree with him. Are service started 1900 down 1925 up now we are only getting 1400 down 1034 up. the tech seem to really not want to troubleshoot the problem and all he did is complain on how bad the 2 gig service is. when he came out are service speed was at 1100 down 51 up he replace the 2 gig adapter i am not really happy with this service i have had 6 or 7 tech out here since this service has been installed . Had 4 tech come out and they had never worked on this type of modem. this is ridiculous

I was a loyal customer of your service for roughly 3 years and cancelled service about 5 months ago.

I am being billed 53.88 for a cancel fee. It is now with a collection agency.

I am requesting validation of the debt showing me where I signed anything that stated if I cancel service I would be charged a cancel fee when I was NOT under any contract?

I am filing a dispute with the collection agency and the Attorney General's office because charging cancel fees in the free world is outrageous and plain sad. And to think that I was going to return to Frontier until I saw this just left a bad taste in my mouth.

Please provide legal proof of what I signed or remove this bill from my records.

Jane Plude

25403 Taupe Ave.

Moreno Valley, CA 92553

[protected]@gmail.com

[protected]

Reference # [protected] (Credit Collection Services)

I upgraded my service to a 1GB and a new modem. My first order and second order in October were done by two incompetent people. So, I placed a third order on November 8 and finally felt comfortable with the operator. I was told that my service has been upgraded to 1GB and I will receive my modem very shortly. Signed into my Frontier account and it says 1GB. Needless to say, very shortly turned into one month and I have no new modem. I am using the old modem, never received my upgraded modem, still receiving approximately 50 Mbps. That is nowhere near the 1GB I am suppose to receive. I want my new modem!

Paid for billing cycle Oct 25 - Nov 24, 2023, on 11-6. Cancelled service Nov 27, 3 days after new billing cycle started. Returned equipment and recvd confirmation of return 11-30. Now we are being billed for service through Dec 25 (for service we WILL NOT RECEIVE) along with equipment return restocking fee of $50. When we called the 800 number, we were connected to Ft. Lauderdale, Fla. They refused to pro-rate our bill as we were told they would do on 11-27. They would not help us with the unwarranted charges. We are requesting a pro-rated bill. We do not want to pay for service we will not receive.

Biggest scam.. Lousiest service.. only robotic automated customer service (wether by telephone or on their website or by opening a order ticket) regardless which one they’re each programmed to

1. Collect every possible information, from email, bank info, cell #, etc…

2. Collect a payment

3. Sell a new product

4. Never a live person

The automated gave me a SATURDAY 8:00am-5:00pm appointment, never showed up till 9:00pm with zero curtsy call/text from technician or anyone. Then on SUNDAY assumed a reschedule for MONDAY 8:00-5-00pm.. How reliable is this company and how low is their customer integrity SCAMMER, for Frontier is a milking the client is their mission

My internet and phone began going out on october 1 2022 on every little rain and was not fixed until july 22 2023 and after several attempts frontier never did adjust for the 77 days i had absolutely no service. I complained many times but only got the run around so i finally disputed the bills but never able to get it corrected.

Also , i asked for my acp discount on april 17 2023 and to this day never received.

Frontier also has been charging me a printed bill fee which i have never agreed to.

These billing problems has been going on for a year now and i decided to only pay what i actually owe but billing at frontier keeps saying i am past due etc, with threating disruptions of service.

Will someone please straighten out my billing.

Marlyn beach

account [protected]

Around the date of November 10, 2023, a home in Venus Texas had a sewer back up that came into the home. 4 days later, the sewer backed up again into the home. Plumbing line inspector put a camera in the sewer line to see what was causing the backup. At that point he found a line of some kind that was board thru the sewer pipe upon its installation. Plumbing company came and excavated the sewer line in the front yard of home. In doing excavations and replacing the main sewer line for the home, it was determined that the line in question was a Frontier Communications Fiber Optic line that had been board thru the sewer line for the home. The back up ruined the flooring in the living room, bathroom, and closet in the front of the home. I need someone to contact me in regards to this issue. Damage ticket # 5267 created 11-20-23. maintenance ticket # 614-1513 spoke with Katy at damage department.

[protected]@yahoo.com

Sick of paying a [censored] load of money to keep watching the same movies and shows everyday all the programs and movies out the and it's always the same [censored] over and over again and then you people will drop stations but the bill don't go down it's [censored]! I know you people don't give a [censored]! What your customers have to say though cause your getting your money!

We've been paying for high speed internet for about 5-10 years from Frontier Communications . We're supposed to be getting 6-9mb/s but we're getting hardly 1mp/s usually about 0.80mp/s as 5 different internet speed tests have told us. But go to frontiers website, and boom 6mp/s so i think they're scamming us. Is there any way to improve our internet speed? They refuse to add fiber optics out here.

Email account has not worked since 10/05/23. Since this date I have chatted with technical support multiple times and called customer service. Not one person has a solution for how I can fix the problem. Frontier reps say others are having same issue. I have had this "email only" account since ziply fiber took over for frontier in Gresham, Oregon. I rely heavily on this email address. I am very frustrated that this has not been resolved. My email address is [protected]@frontier.com

Shannon Regan

503.663.1870

Called in Saturday 09/16 got someone overseas she was no help at all! Said it was my STB and ordered a new one for the tech to install the 22nd, That was unacceptable so I called on the 17th early once again got someone overseas! She proceeded to do a bunch of stuff on her end and knocked out my router, But, good news! The tech can come out Tuesday as he needs to install the router. Tuesday (today) I called and asked if the tech was going to show up and he said there is NO ticket! The only good thing was he (from US) corrected the problem!

I have been a Frontier customer for 10+ Years.

It has been a nightmare whenever I had to communicate with customer service or technical support :(

(I always wondered why they have the word communications in their business name when they're the absolute worst in communication.)

When I moved out, I called them to notify that I left and I won't use the services anymore, and I will transfer the account and phone number to the next owner. They told me I need to call in with the new owner on the line.

However, there was a misunderstanding as I got the impression that the account is on hold in the meantime as no- one will use it. But in fact they were still applying bills to my account and I had to pay for 3 extra months for no reason.

I called them and explained them the situation, but I was talking to a wall, no-one has been willing to help me, I tried supervisors etc. But they showed no understanding, compassion or any honor for being a loyal customer 10+ years.

Thank you Frontier!

Harold R. Shipman vs. Frontier Communication for fraudulent charges and threatening to file with collection agency even though his services were cancelled April 2022 and the bill had been paid. After a supervisor found that reports for my parent's lack of services were made and confirmed due to the outages in the in rural area from May-August 2022 were paid in full Frontier could not provide services. He is the attached link for all communications since April 2023: https://drive.google.com/file/d/1hPc9rEkyAYVZ_39nuk9MXTaWQx8S26QS/view?usp=sharing.

My name is Anita Swaner-Templeton, daughter of Harold R Shipman and I am listed on this account. I have been assisting my dad with all accounts since my mother got ill with renal disease. She died October 20, 2022.

I just received my ACP ID # and I called customer service on Aug 2, 2023 @ approximately 6pm. The CS reps, after finding out there was no sales commission on my request, repeatedly kept lying to me, sending me back to the beginning of the calling que, until finally the office closed at 7pm, this happened at least 5 times.

If this is the way Frontier does business, I will have to go elsewhere, it was hard enough to get the ACP Approval, but now I cannot get through, Frontier's poor customer service dept to us it.

I was able to receive a $15 customer appreciation discount for 6 months. I called to renew this and was told that on my next statement that it would be reinstated for another 6 months. I received my current bill and was only given a $3 customer appreciation discount. That is not what I was told when I called in July and asked about it. No only did I not receive the $15 promised my bill increased another $12.06. As a senior and on a fixed income the discount was very much appreciated and helpful. I will be contacting other carriers for a cheaper plan. My landline is how I communicate with my family and our doctors. We have had Frontier for a number of years but it seems that profit over helpfulness toward seniors is the norm these days. Very disappointed in Frontier!