Frontier Communications
Reviews and Complaints

Stemming from the take over from Verizon two years ago, my life has not been the same since Frontier has taken over.

Off and on my persistent problem with Frontier is daily contacts and promises unkept in terms of handling service issues. Currently I have been without voice service for a month and 1/2. It began with my having a dial tone, but no ability to receive or call out. I have two lines - one dedicated as a fax line and the other as voice. However, neither are working and they are now refusing to restore service until I pay for service I have not received. Somehow Frontier created two separate accounts and now wants to all of sudden charge me for two accounts and shut my service off. Now I have no phone service on either line.

When Verizon ported service to Frontier all reputable service was lost. Unfortunately, I purchased movies using Verizon as well as Frontier, otherwise I would leave them immediately.

Patience and persistence on my part has not gotten me anywhere. I am beyond frustrated.

2-17 purchased internet cable package for 90. For two year agreement to include modem, screen etc. Each month I had to contact them because bill was not correct. I call every month and received monthly credits up to 30-40 plus dollars every month for the past year. Last month I was told I should have never gotten the agreement I agreed to and that they cannot honor that plan or give me credits any longer. So angry I had an agreement that they say the can no longer honor? How is that legal. Anyway3/26/18 I decided to reduce my plan so called back and was told I could have a package for 65 moth as advertised. Told it would take effect immed and I would immediately not have access to channels on my old plan. Ok though all was good. However when I got bill again today. It was agai. Not the correct amount I was quoted. I called and was told again oh sorry that wasn't a plan you were eligible for... that I was told wrong by the representative. However they show I now have the lesser channels, but still paying higher price. What is wrong, how can they keep saying they won't honor an agreement...

I've had frontier for 15 years or more. I've called them about my phone making loud noises and can't hear on it my INTERNET won't work half the time. and I pay 87.00 a month for phone an Internet can't use either half the time this company has went down hill. their is trees on lines that I no has been like that for over a year still they do nothing it's something last [censored] people won't fix our services but still want that bill played every month

In December 2017 our 8 year old Router provided by Verizon stopped working. We were told by Frontier customer service that it was obsolete and couldn't be fixed and that we would receive a new Frontier router. We were told that we would receive a return label with the new router and to return the old router in same box that the new one came in. We received the new router in December 28th and delivered the old router using box and return label as instructed to UPS store. We asked for receipt and was told that they did not provide receipts unless it was initiated through their system, which return labels are not. On February 23, 2018 we received our monthly bill and had been charged $100 for unreturned equipment. We immediately called Frontier and talked to Anthony who told that there was no record of the returned non-working obsolete Verizon router, but he would check into what could be done. We were told that since Frontier cannot rework or reuse Verizon equipment and the router was obsolete that we probably wouldn't have to pay for it. We were given Anthony's direct extension and told to check back the following Monday, February 26th. We have now called Anthony 6 times and left 3 messages for him, with no response. We have called the UPS store thinking the package had possibly been returned to them. They again told us they do not keep a record in their system if they no not generate the label. Today, March 6th, we called Frontier customer and talked with April. We were told there was no record of return of the non-working obsolete Verizon router and that there was nothing we could but pay for it. I asked to speak with a supervisor or person in charge and was told there was not one. When I persisted I was told that she could put me through to someone but there would be a 25 minute wait and I would be told the same thing we told me. We have mailed our monthly payment and deducted the -$100 unreturned equipment charge for the non-working obsolete Verizon router that can't be found, and suspect we will be cancelled for doing this. This is no way to treat a long time customer that consistently pays their higher than it should be bill. Any help with this situation will be appreciated

On Dec 27th, 2017 we phoned Frontier Communications and cancelled our internet and cable services but elected to keep our phone service. after an extensive amount of time waiting to speak to a Customer Service Rep we were told that we because we were 5 days into the payment cycle (amount $269.23 for the period of Dec 22nd to Jan 21st ), we had to pay a partial payment of $ 58.84 and that amount included the phone bill. At that time we also was informed that they would be sending out boxes for us to use to return their equipment. After a week waiting, the boxes never arrived so we decided it was in our best interest to take all the equipment and deliver it to one of Verizon/Frontier locations in New Port Richey FL., 9409 US Highway North. We have a receipt to prove the returned equipment on Jan 8th, 2017. A short time after, we received a new bill of $269.23 that showed the payment of $58.84 we were told to pay by the Customer Service Rep. We then received another bill of 269.23 for the period of 1/22/18- 2/21/18. Trying to understand of this new charge, I called Customer Service again and after another extensive long wait I finally got in touch with another Customer Service Rep. At that time the Rep acknowledged they were notified of the cancellation on December 27th, 2017 and have a record of that activity as well as a record of receipt for the equipment we returned. After the Customer Service rep did some calculations I was informed we owe $ 115.87. Although I did not fully understanding the reason for the amount of $115.84 quoted by the rep, I felt it would be best to pay it and but to put this billing situation to bed and promptly sent out the $115.84 payment January 3rd, 2018 . Additionally, I documented on the check the words " Payment in Full" and included copies of all the documentation and receipt of the returned equipment with the check., indicating that was the final amount for any outstanding balance for cable and internet quoted by the Customer Service rep. Sometime later we received a notice of Account Past Due for $235. Help me understand why I have to pay for a service that was officially canceled in December 27, 2017 and have the adjusted payments based of the information provided by the 2 different Customer Service reps. I was informed yesterday, Our phone service has been cancelled and we were informed we were given to collections. At this point I don't care how much it will cost me but I am obtaining legal services and will attempt to sue your organization. I have also contacted the local news station advocacy contacts.

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.

Responding to an ad from Frontier Media Internet provider, they just happen to be the new Internet Co. in my small town, I checked out the Internet deal they sent me. After calling their number, the operator told me that I would get a reasonable monthly rate for Internet (about $49), which turned out to be a huge lie. I even asked about taxes and other fees that I expected and again I was flat out lied to about those as well. The two Internet boxes came very late to my home. I was in the hospital having cancer surgery when apparently the modem arrived and when I got home to inspect it all, there was also a billing of $163, 00. This was more than three times what it was suppose to be. I was too weak from surgery to connect the gear and was unhappy about the overcharged billing too, so called Frontier to cancel. I also complained about the over stated bill. The operator was accommodating in recognizing the way too statement they sent me and said that it would be corrected. I replied to that NO, I am cancelling the service, I have NOT used it and want to return the gear back and cancel. with Frontier. The operator agreed to that and said empty return boxes would be sent right out. They never arrived and it is some 4 months later. By this time I was aware that I had been victimized by bait and switch from the ad and that damn bill would not go away, no matter how many times I called Frontier and repeated myself. Over and over I called about no return boxes and why I was getting billed for some 3 months service and, a service I had never even used. They kept saying the boxes would be there any day and I also kept getting the same $163.00 bill from them, only now they were telling me this ridiculous bill was going to collections. As many times as I tried to correct this annoying problem (the one that THEY created for me), my concerns were being foisted upon deaf ears at Frontier. The operators were either all [censor], or they were being told by their boss to step around the issues and keep demanding the money. This is Chicken sh t like for certain for them to manipulate me and others and still demand money that they obviously in NO WAY earned or deserved. Now I am getting the ole credit department phone calls of "how come you not pay mister?: The annoying grilling me just got dumped on a collection company from back east somewhere, AND they have the same deaf ear policy as Frontier. The reality on this side of the fence is: I have no intention to pay these [censor] off''s and I hope that the justice department takes notice and goes after a company that is fraudulent by it's nature or it's business plan. Either way, they need to be dealt with harshly by killer fines. To say what they do is an injustice, NO it is the new way that companies make their quarterly Wall Street numbers, a means of by hook or by crook. My Mom taught me that one when I was a kid. Do not do business with these business school dropouts. Stand your ground and do not give in. Complain, write letters call your local governments BBB or Consumer Protection Agency. An agency that apparently Trump is reducing and favoring the companies whether they are right or wrong. This agency is there to protect your consumer rights. Use it while it is still there. John Hillard

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.