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1.4 356 Reviews

Frontier Communications Complaints Summary

33 Resolved
322 Unresolved
Our verdict: If considering services from Frontier Communications with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Frontier Communications reviews & complaints 356

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S
1:01 pm EDT

Frontier Communications service in general

Frontier Communications has provided my family with the worst Internet service possible which I or anyone else have ever seen. Their prices for said service are simply outrageous as they claim to be providing my family with 3MB/s of Internet, while we are lucky to even get 200 Kb/s on a good day. When you call to attempt a resolution to this problem, they simply state that there's something wrong on our end, effectively blaming someone else for their own problems. What's worse, they continue to increase the amount our Internet costs, simply because they can, as there is nothing stopping them. In our area, no other service provider is allowed to distribute Internet service, therefore we are effectively stuck with this monopolistic dirt-bag company, which never seems to fail in pissing off their customers. In short, this company is simply outrageous, and they should be thrown out by the federal government, and allow for an actually decent company with actually decent customer service to come into this region instead. I'd gladly oblige.

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5:00 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications unauthorized charge and service change

We just changed from Cox to Frontier (with a 22 month price lock) and our bill is about $35 higher and we're not getting the channels promised.

I left a voice mail 2x on separate days for their rep. George, who's canvassing my neighborhood in CT, and he has NOT called back. He makes sure he comes back to everyone's house to speak with a real person. It's too bad he doesn't follow through like he claims.

When I returned my Cox equipment, they said they said they'll see us in 22 months. Now I know why.

I knew about Frontier's past deceptive policies, but I heard they were better. I guess that was just fake news. Be very wary of this company.

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3:08 pm EDT

Frontier Communications satellite wifi

My satellite wifi stopped working 3 days ago. After >30 min on the phone with tech services, they said it was because there were clouds within 10 miles of my house. When I said cancel my service, the lady said it would cost me $400! I had an initial contract 5 years ago. I had no idea it kept renewing! This is nonsense.
I'm moving to Rome and will be sending letters to my elected officials before I go. I will not pay. Frontier is a bunch of slimy criminals who hide fine print in their voluminous bills. I hope they all go to jail. The internet is rife with complaints against them in all 50 states. Can't anything be done about these unfair business practices? I paid $75/month for >5 years. Isn't that enough? Why can't I just stop the wifi and you stop charging me $75. Why do you have to punish me and make my life miserable? Aren't you rich enough? Doesn't your CEO already make millions of dollars a year?

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12:39 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications phone and internet

My name is Mr Williams and I own Williams Tree Service in Brookport IL, 62910 I order service for phone and internet for my business from u the installer showed up a week late with no call ahead I then had to make a new order it's been around 8 weeks since then and still nothing not as even as a courtesy call to inform me off my status I would very much appreciate if this could be looked into this is getting a little frustrating thank you my number is [protected]

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6:01 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications internet service and billing

I had Frontier installed on 12/23/2016, had to call same day as it wasn't working, tech forgot to install ethernet cable. Called 12/24/16, service slow, called or chatted almost daily since install. Frontier was installed along with Direct TV as my bills from Time Warner were too high so I switched. I was told my bill would be $19.99 a month. First bill was $150.53, no explanation. Called complained service was too slow, installer installed wrong programming, called complained service still slow, wasn't on high speed internet, after numerous calls bill lowered to $50.53, I paid it, service still not effective with Direct TV service, and when using internet on phone it constantly buffered, or if grandson watching you tube, constantly buffered, often on desktop in middle of doing something on internet lost connection. Every bill has been higher than amount I was told I would be charged, have had 3 service calls scheduled, tech says they called got no answer so they closed ticket. 3 times no call, had to reschedule ticket for 1 - 2 weeks out. still unable to watch on demand movies on Direct TV as internet speed is weak. Still no resolution. They say all the right stuff when you call or chat but no follow through. No contact from Corporate after numeous and constant complaints. They should have to make this right and credit my account through date they ever get the problem fixed. I shouldn't have to pay for a service I can't use.

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11:14 pm EST

Frontier Communications internet

Yes I set up service for Phone and DSL internet on 02/06/17 as of 02/24/17 I have about 5 total days of internet service every time I speak to Tec support they say that my lines are bad or that they don't know what is wrong. I feel these people are the worse telephone and internet provider in the country. I wish they would repair my service or give me a credit till it's up and running properly

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2:07 pm EST

Frontier Communications telecommunication

DATE OF INCIDENT 02/01/2017
CLIENT NUMBER [protected]

Frontier began providing telephone service back in 2016. This took place once Verizon was no longer a provider in Florida. Since becoming my telephone provider, I have had nothing but problems. I have had my service interrupted for over a month; I have had a number of billing issues, I've been billed for services that I don't have; and most recently, I have had all my features restricted and have yet to have the issue cured. I have spoken with countless representatives, that have switched me from one department to another, because they were incapable of resolving the issues I presented. Also, I have had representatives be very rude to me. I would like to see better practices from Frontier, if they are going to continue conducting business in Florida.

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2:00 pm EST

Frontier Communications service offering scam

Frontier Communications came to our home and made an offer for service that we accepted.  Unfortunately for us, their firm has refused to acknowledge the applicable discounts that were offered at that time.  They have not only made it hard to communicate with them because they use different addresses for customer service, billing, and payments. 
 
My wife and I are disabled seniors who accepted their offer in good faith and were not prepared for this kind of harassment.  Additionally, we found their service to be far worse than Time Warner Cable if that is possible.  Therefore, we would appreciate anything that your office can do to correct this situation and get us free and clear of any financial obligations related to this company.
 
We also warn anyone considering this firm for TV, Internet or Voice services to be extra cautious.

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12:32 pm EST

Frontier Communications over billing every month!

[protected] 5222 ron c collins
Marysville, wa 98270

To: management and ceo of frontier,

I have complained before on this website.
My month invoice should be and was quoted " $135 per month x 12
Does not happen! Time to cancel my phone and request only basic cable and internet. If not, comcast cable is standing by and then a formal
Complaint and negative words about frontier sent out to our 50 states.

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5:14 pm EST

Frontier Communications deceptive business practice

1/21/17
#[protected]-5
called to start service.

I called 12/17 to inquire about the cost for 100/100 internet. The representative told me I could get 100/100 internet, TV Extreme HD for 3 rooms with all DVR equipment, a router and telephone for $105.00 per month with the current promotional package. I would also receive a $400.00 gift card after installation. New service started 12/23/17 I received my first bill is $347.00. The charges for 12/22 - 1/22 were $108.98. A little higher than quoted but I was ok with that. The bill for 1/21 - 2/20 is $188.97. When I called customer service to find out why I was being charged over $80. more the CSR wasn't sure said I probably was not quoted the taxes but I pointed out the taxes are listed separately at $49.35. Then he said I may not have been quoted the 3 rooms, that is only $27.99. When I asked about the promotional discounts $81.98 listed in the 12/22 - 1/20 not being applied to the 1/21 - 2/20 bill he said he needed to check with another department. When he returned to the phone told me I am being charged correctly. I am now locked in to a 2 year contract $80.00 more than I agreed to on the phone. If I had been told at that time the cost was going to be $188.97 per month plus the $49.35 I would not have switched services I would have only purchased the internet which was only what I needed in the first place.

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3:50 am EST

Frontier Communications they are the worst ever!!

I had a problem with Frontier Communications and it was never resolved! I paid my monthly bill and later I received a notification from them that they did not receive the payment and they gave me few extra days to pay my bill. That was strange because I did pay and I had all the proofs that money went to Frontier Communications! So I contacted them via phone and they actually picked and then hang up! And that happened every time I called, and it took me 11 phone calls until they finally answered. Their rep was so ignorant and he was totally not interested in helping me. He said "well yes some things like that happen" and that's all. He said he'll check what was going on but did nothing and several days later I got another message in which they said that was final warning. No words can describe how much I hate these scammers! I already paid and I will not do that again, I don't care! If you are not their client then consider yourself lucky!

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9:37 am EST

Frontier Communications pricing on bundled services.

I signed with verizon for bundled services (Phone, tv and internet) in november 2015 for 79.99/month for a year with the price increasing to 99.99/month after that. True cost with equipment rental, taxes, ect. At around 108.00/month. Then when frontier took over, with no heads up from verizon, the bill went to 114.00/month with no explanation. Called frontier in november 2016 and was told my contract had been extended for a year at the same price with the same exact services. I even got a name. Next bill was for 196.00 and latest bill is now 201.00. Will call frontier for resolution but am expecting very little.

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2:20 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications billing, customer service, equipment

Since frontier replaced verizon as my service provider as of april 2016, I have had nothing but issues. I have experienced cable stations removed, double billing, incorrect fees added to my bill, credits promised for a year or “permanent monthly credits” but the next month its removed, lowered and disregarded, equipment never received, threatening disconnect notices every month for services not rendered. Etc; the list goes on and on. Frontier took over the account, and since, my bill went from $78.00 to 98.00. Customer service is the worst. This company is the biggest scam and continues to perform this scheme where they claim they will do everything to resolve; when their true intent is to make false statements to blow you off and get me off the phone. They completely changed my bill and fess have been converted into a different package so they can increase my bill. They claim they monitor calls or record, however if I challenge them about the monitored call, no calls exist or never happened. They leave me on hold for a minimum of 35 minutes for assistance only to transfer me to someone else to waste more time when in hopes that I hang up. They have gone into my checking account illegally on 8/22/2016 to my wells fargo checking act, without my authority to take a payment and come back to say they know nothing about it. When in fact the bank statement shows frontier as they refuse to admit to this illegal activity to this day as they refuse to acknowledge and think that by crediting my account $25.00 is going to make the fraud transaction go away and to shunt me up. Well it’s not! This is the kind of company I am dealing with. They review bills by how many payments made instead of the “amount paid” and refuse to go back to the beginning of billing to truly figure out the true balance - they fraudulently want to start at a particular month out of the blue, to make it appear as a past due balance bogusly, all a part of their fraudulent schemes. They have make and provided fcc with fraudulent conversations where they claim they reached page 3 of 4 please describe your complaint in detail me and have no proof. Fake false statements. People I never spoke with! I have phone bills to show no calls or even contact info to call them back. They are big liars. Every time I speak with someone to get this rectified, i'm told they would look into it and call me back and they don’t follow up or my account is transferred to a new person and we continue to start the complaints all over again since april 2016 and every mon it’s a new issue and a new person halfway way handling my account. The process is always repeated. I will not pay for services I did not acquire as the fraud actions and schemes continue. This company is the worst. There is no way that anyone who had sense would ever charge for services not rendered. They claimed services not rendered were actually free and refused to credit my account correctly and shorted me. It took over 3 months for their tech dept to call to figure why stations were removed, as a result from april to aug they should have sent a digital box in april to retrieve these stations by troubleshooting for new services from frontier! 5 months of fraudulent fees and incompetent customer services reps couldn’t figure this out! They are fraudulent in their billing practices and their customer service department needs an extreme training courses and fully incompetent, unacknowledged, and unprofessional. Frontier has been charging me for services I did not use or have agreed to. I have contacted customer service repeatedly since april 2016. Each and every time I speak with a representative by phone or by chat online they say they cannot find previous conversations, twist the conversation said to benefit frontier, or where they acknowledged errors, once i’m off the phone, it’s totally disregarded and we begin the process all over again. Their mission is to blow off customers, lie, commit fraud and to get customers to hang up. They have no intent to resolve issues. I have filed complaints with the fcc and tx attorney general and nothing has been resolves, from on liar to another. They make false accusations as to how they resolved issues and go back to never do anything.

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Update by DB Nightmare
Dec 30, 2016 2:28 pm EST

Since Frontier replaced Verizon as my Service Provider as of April 2016, I have had nothing but issues. I have experienced cable stations removed, double billing, incorrect fees added to my bill, credits promised but the next month its removed, lowered and disregarded, equipment never received, threatening disconnect notices every month. I'm done w this reject wanna be Co

Update by DB Nightmare
Dec 30, 2016 2:22 pm EST

none of the above

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6:16 pm EST

Frontier Communications landline has not worked in 2 weeks

My father in laws (who is in his 80ties) has not worked in 2 weeks it is his lifeline to his Medical Alert and medical attention if needed.
I have been trying to get someone here for a week I was told someone was here today which it a total lie because he is home all day.
And now I have to call again tomorrow and maybe there will be someone there in the next couple of days.
Seriously this is literally the worst company I have ever dealt with someone must practice everyday to be that incompetent.

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7:47 pm EST

Frontier Communications cable and internet

I signed up for Frontier because my sister had internet with them and she said they are the only providers in the area they bought out Verizon. I called and signed up, after I got my bill I went through 10 phone calls trying to get sorted after. So I found out that they have 3rd party vendors selling their service and lying to customers giving the wrong prices, they will not honor the prices nor will they pull the phone calls to see what they are doing. I called the FCC and put in a complaint. Then Frontier rep contacted me and we spoke about what happened and I felt like it was still unresolved. I got a letter and a bill the letter stated that we talked about prices and so they sent a bill. This place knows how to play the game all they have to do is make contact and they are off the hook. I don't have the time to put into this and so they win and the FCC was no help and they are the only provider in the area. I just got a flyer in the mail with a lower price than what they are charging and it is the price I agreed on in the first place. It's amazing they are doing this and the FCC is doing nothing.

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1:28 pm EDT

Frontier Communications billing for internet

I returned my equipment and cancelled my service. I called and they verified they received my equipment. They sent me a zero balance bill.
Then I got a new bill for 267.70.
I called again.
They denied receiving my equipment and denied that I called them verifying that they had received the equipment. By that time I had thrown away my tracking number proving that I returned my equipment, because I had received the zero bill and had spoken to them on the phone.
They have no record of the call or the equipment.

No I have no recourse but pay the bill because they are threatening to file against my credit score.

Terrible, dishonest company.

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12:59 pm EDT

Frontier Communications cancellation process

I recieved a flyer from frontier comm and called them to get information about the plans they had and wanted to save money so I asked them to tell me how much it would cost to get the level of service I wanted. A mature deep voice man said he needed to collect the needed information from me before he could move on to the next screen so I asked I won't be obligated in any way until I say I'm happy with the deal would I? he said no, I have until they come out to connect the service to change my mind and after that it's 20$ per month for 24 months to get out of the contract. He got my ss# my address credit cared number and telephone number. Next he quoted me the amount of 96 to 101.00$ for the service I wanted plus a $45.00 deposit payable today (confirmation number 6918420) and 1 time $49.00 installation fee due at time of home visit to install services. After reading their reviews I called and canceled my order and recieved a confirmation from"Tolize" and his work number entention 0016 that order number [protected] was canceled and I would recieve a refund in about 5 days. Today is 10/11/2016 and yesterday I got a bill for 125.00 $ I feel so betrayed and cheated now I want them to pay me back every penny and be reported for the lies they told about canceling the service which I never got and still don't have or want.

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8:19 pm EDT

Frontier Communications billing

I had Fios in the Dallas area for two years. The service was great and the support was great. When I moved 3 miles away, Fios (now Frontier Communications) was not available. As it turned out, I had a $132 credit with Fios now Frontier and even receive a statement each month showing no new monthly charges and a credit of $132.00 . I called three months ago to ask for the credit to be refunded and they said they would send a check. I just received my newest statement reflecting the credit again. I have tried to call Frontier about 10 times. Each time I am on hold over 30 minutes and finally give up. I tried to contact the BBB and the BBB says Frontier does not participate.

What do I have to do to get my $132.00 back? If I did not pay them for a single month, I am sure they would disconnect my service.

I do not know what happened when Fios became Frontier, but they now suck (much like Time Warner Cable - the worst customer service company in the country).

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10:30 am EDT

Frontier Communications fios tv

August 19, 2016

Office of the ceo
Frontier communications
401 merritt, ste 1
Norwalk, ct 06851

Fios service (Or lack thereof)

What does it take to get service on the fios equipment provided by frontier communications? I've contacted frontier six (6) times and the problem has not been corrected.

The problem:

Dvr: 1) the dvr will not retain channels entered for the favorites - the dvr just
Randomly enters 60 - 70 channel numbers

2) the dvr "last channel" key does not return to last channel watched - it
Randomly picks a channel to transfer to

3) when a recording on the dvr is played, the dvr will not allow the
Playing to be interrupted - dvr must be powered off and on to stop
The playing of the recording.

Frontier customer service actions:

1) first contact - customer service said the problem was being worked on and
Would be corrected soon.

2) second contact - customer service said the problem would be turned over to
Service

3) third contact - customer service said the problem had been turned into service
And would be repaired shortly

4) fourth contact - customer service said a service tech would arrive at my residence
The following day

5) fifth contact - customer service said the dvr needed a hard reset and i should call
Technical support

6) sixth contact - service tech did a hard reset - dvr did not clear and i was given a
Work order number and told repair tech would arrive at 5pm the
Following day. (Two weeks ago - no one came)

All contacts made within a two (2) week period, 4 via on-line, 2 via phone.

Quite obviously, the dvr needs some work - just as obvious, the dvr repair needs to be
Done in the repair shop and a replacement dvr should be sent to me so i can return this dvr for repair!

Saying its being worked on during the first call and then saying it will be turned over to repair is total garbage that should get some people terminated! Twice the customer service person just terminated the on-line chat after sending a comment about the problem and repair - never any question about anything else needed or have i addressed your problem type comments normally asked by every effective customer service department.

I'd like a response explaining what needs to be done for me to get a dvr that works!
Even more, i'd like the dvr replaced with one that works!

I've had fios service from the first day verizon made it available in this city - it's been a great product - still is. During the 8 - 9 years that verizon provided the service, i only had contact with customer service 3 - 4 times and they were very efficient professionals - but the customer service provided by frontier communications makes me think about starting a 'boycott frontier campaign" in this city.

Having spent 42 years in the information systems business, with 23 years as a technical support manager, i have a basic understanding of dealing with users and the problems that can be encountered - but i also know service such as frontier communications is providing is totally unacceptable!

H. M. O'connor [protected] [protected]@yahoo.com
9618 chasefield dr.
Rockwall, tx [protected]

Frontier account:
[protected]-5 (9477)

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3:22 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications internet service

I'm a former AT& T customer. When Frontier took over I let my Internet service stay with them.

Old account 203183887202141454475
New account [protected]

The Internet is slow but other than I had no issues until the week of 8/8.

I couldn't log into the Internet on 8/9, I called the technicians to troubleshoot and they told me that my account for schedule for disconnection. They couldn't help and suggests I call customer service. I called them 8/10 at 7:29 am and spoke to Becky.

8/10 7:29am
Becky told me that someone cancelled my account but could not tell me who. I told her that I didn't cancelled my account and perhaps they confused me my neighbor who recently moved. A new account was setup for me. Becky submitted a deposit waiver.

8/10 8:17am. Call back to ask another question, could speak to Becky spoke to another gentleman and was disconnected.

8/10 2:30pm
Call again because I wanted to make sure that no payment are withdrawn from my account for the old account number. Was told that waiver was approved and technician will be at my house between 2-4 8/12. Additionally, I was told that my payment on 8/8 in the amount of $63.44 was being transferred to the new account. I didn't owe anything.

8/12
Did not get a confirmation call, followup via chat to make sure everything was okay spoke to Edith. No appointment schedule, asked Edith to call me.

8/12: 3:46pm
Edith call, was looking into problem, system showed that I owe a deposit. I explained that a waiver was submitted. She put me on hold to speak to manager, we got disconnected and she never called back.

8/12 4:07pm
I called back and spoke to Tomeeka (not sure of spelling). I explained everything to her again about schedule appointment, waiver and that account was cancelled by someone other than me. She was going to look into this further and give me a call back.

With every customer care rep, I explained how my account was cancelled without my permission and how can they allow to someone else cancel an account. What security measures did they take to allow that to happen. Additionally, my account is paid every month via auto draft. The last payment was deducted from my account on 8/8 and disconnection was schedule 8/11. No technician came to reinstall service, the customer department keep saying I owe a deposit but can not tell me where my 8/8 payment went since my old account is close.

Here is what I believe. I live in a house with 4 apartments, apts 1-4. Frontier has the house map out as 1st floor and 2nd floor, thus combining apartments 1 & 2 and 3 & 4. This is a problem because each apt is separate. I think they combined apartment 1 service onto to my account so when they terminated their contract it cancelled my service. Becky confirm the Frontier service layout during our conversation. I didn't know about this because I'm paperless and don't get hard copies of the bill.

I've left without service until this resolved. I do not believe I should pay a deposit since they closed my account. They took out payment on 8/8 that seem to go into a black hole.

I work from home 1 day a week and the only way to get service is to use the Hotspot feature on my cell phone which is expensive.

I feel that I'm getting now where and need help on a next step. I can contact Comcast and get service within a week but that doesn't solve the problem. I want my services restored without making a deposit. I want assurance from Frontier that this will not happen again that they fix the service map in the house I live in.

Thank you.

If you need to reach me my number [protected]
email: [protected]@snet.net

Below is a snapshot showing schedule payment which was deducted my checking account.

Frontier confirmation of schedule payment.
Fwd: Your Automatic Payment Has Been Scheduled
Inbox
x

lworthington
Aug 9 (3 days ago)

to me
Sent from my Verizon, Samsung Galaxy smartphone

-------- Original message --------
From: "Frontier.com"
Date: 7/16/16 12:36 PM (GMT-05:00)
To: LORETTA WORTHINGTON
Subject: Your Automatic Payment Has Been Scheduled

Shop
Online Bill Pay
Email
Help Center

Dear LORETTA WORTHINGTON,

Your Automatic Payment Has Been Scheduled

Your automatic payment in the amount of $63.44 has been successfully scheduled for 08/08/2016. Please note that payments can take 2-3 business days after the scheduled payment date to be processed and reflected in your account balance.

Payment Details
Account Number: 203183887202141454475
Confirmation Number: [protected]
Payment Type: Automatic Payment
Payment Amount: $63.44
Payment Date: 08/08/2016
Payment Method: PEOPLE'S B...2163

Thank you for being a Frontier customer!

Please do not respond to this email.
This email is generated automatically and is not monitored for responses. If you have any questions or need assistance, please see our contact information at Frontier Support or for Residential call [protected], for Business call [protected].

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Frontier Communications In-depth Review

Company Overview:

Frontier Communications is a telecommunications company that has been in operation for several decades. They offer a wide range of services including internet, phone, and television. With a strong presence in both rural and urban areas, Frontier Communications aims to provide reliable and affordable communication solutions to its customers.

Service Quality:

Frontier Communications is known for its high-quality services. Their internet and phone services are reliable and consistent, ensuring that customers can stay connected without interruptions. Customer satisfaction levels are generally positive, with many customers praising the company's commitment to providing excellent service.

Pricing and Value for Money:

Frontier Communications offers competitive pricing for its services. Their pricing structure is transparent and customers have the option to choose from different packages based on their needs. When compared to competitors in the industry, Frontier Communications provides good value for money, offering reliable services at affordable prices.

Customer Support:

Frontier Communications has a dedicated customer support team that is available to assist customers with any issues or concerns. Response times are generally quick, and the support team is effective in resolving customer issues. Customers can reach out to Frontier Communications through various channels, including phone, email, and live chat, ensuring accessibility and availability of support.

Network Coverage and Speed:

Frontier Communications offers extensive network coverage, reaching both rural and urban areas. Their internet speed is commendable, providing fast and reliable connections for customers. When compared to competitors, Frontier Communications' network performance is on par, if not better, ensuring a seamless online experience for users.

Technology and Innovation:

Frontier Communications keeps up with industry trends and implements technological advancements to enhance their services. They strive to provide cutting-edge technologies and features to their customers, ensuring that they have access to the latest innovations in the telecommunications industry.

Transparency and Communication:

Frontier Communications maintains transparency in their pricing, terms, and conditions. Customers can easily access information regarding their services and pricing plans. Communication from Frontier Communications is clear and effective, ensuring that customers are well-informed about any updates or changes.

Overall User Experience:

Overall, Frontier Communications provides a positive user experience. Their services are reliable, their pricing is competitive, and their customer support is responsive. While there may be some room for improvement in certain areas, Frontier Communications is a reputable telecommunications company that offers quality services to its customers. Based on the assessment, it is recommended to consider Frontier Communications for reliable and affordable communication solutions.
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