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Frontier Communications
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1.4 356 Reviews

How responsive is Frontier Communications's customer service?

33 Resolved
322 Unresolved
Very poor 🤒
We don't know much about how Frontier Communications handles customer complaints outside ComplaintsBoard, but what we see here, on our website, is quite disappointing. We think there might be reasons for the company's actions (like not knowing about the complaints), and we would be happy to see them among customer-focused businesses that easily solve customer problems. But until that happens, we ask reviewers to be cautious when dealing with Frontier Communications and using their services, and to carefully read the experiences of other customers on ComplaintsBoard, because who is warned is armed, you know! 💪
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Frontier Communications reviews and complaints 356

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Newest Frontier Communications reviews and complaints

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9:02 pm EDT
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Frontier Communications cost

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!

Desired outcome: reinstatement of customer appreciation discount that agent said I would receive when I called in July.

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10:47 am EDT
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Frontier Communications In ground utilities box on front lawn

box cover keeps coming off and the box sinks lower and lower into the ground.

Have left messages with different operators but nothing gets done. Pets have fallen into same and with no sidewalks children and others have fallen into same. Like I stated previously if no one will take of securing the cover I will fill it with dirt and concrete.

I cannot believe that if this is to short of a complaint it will not be answered.

Like I stated if you do not take care of same i can handle it myself.

Desired outcome: secure it so no one will fall into the hole

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10:58 am EDT
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Frontier Communications unreturned equipment that was returned

I have returned my equipment to Frontier and do have a receipt from UPS. they are refusing to take the charges of 107.00 off of my account. I have called them multiple times and they told me that it would take 24 to 48 hours to remove the charges, as they verified that the equipment wad returned. They gave me a case number; #[protected]-5. The charges are not taken off of my account. My name is Barbara Nuckols. 7815 Floradora Dr New port Richey Fl 34654.

Frontier account # [protected]-5

Attached is the Receipt from UPS Store.

Frontier Case ID:

Desired outcome: Charges removed from my account.

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5:18 pm EDT

Frontier Communications Billing and contract

We switched from optimum to Frontier internet and phone on Saturday Feb 11. The phone number Frontier put on our account was wrong, so the phone didn't work. We were told to call Frontier and open a winback order to get the phone changed from Optimum to Frontier. We were given a March 6 date which was a month from our install.

Also we were told that the special deal we signed up for which was $73.58 for 3 years which included 1 gig internet and phone would not be honored because the new order date for the phone to be switched was passed the date of the special we had.

Desired outcome: Have Frontier honor the original 3-year special price of $72.00 which included:

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8:29 pm EDT
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Frontier Communications Unsightly Frontier office

I am not a Frontier customer; however, I live next door to an office that is in disrepair. Weeds, need to be pulled, parking lot is in need of repair (resurfacing an painting of parking blocks) and there is a large pothole in the parking lot. The property looks as if it is abandoned. Also the mechanics associated with the building produce a level of noise pollution that is annoying and possibly above acceptable levels. Frontier is not being a good neighbor, lacking respect for residences that live nearby this eyesore. It is sad that corporations only focus on the money and not how they are viewed in the community. Appearances do make a difference. I would never change to Frontier when I see how they maintain their property.

Desired outcome: At least a response other than an automated thank for your comments. I don't anticipate a person getting involved, focusing on the betterment of community.

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11:27 pm EDT

Frontier Communications Frontier.com Account

Latest incident 6.10.23. Everytime I try to access my frontier account to check my bill and or change service, I get an "incorrect email or password error." Frontier insists that as a customer that you have to have a frontier email account but you also have to have a frontier.com account. I can access my frontier email account, but every time and I mean everytime I try to access my account I call customer service and have spent literally hours trying to reset my password with a representative and they say they send me a reset my password link, but it doesn't arrive. When I did reset my password from my frontier.com account on their reset page, it reset the password for my frontier email account instead. The set up is ridiculous and I'm very angry that I cannot access my account.

Desired outcome: I want to have one password that I can use to access my frontier email account and my frontier.com account.

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1:26 pm EDT
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Frontier Communications Incorrect bill amount and inconsistent representatives

Absolute worst customer service/company to deal with. My situation has been an absolute nightmare. I started a month-to-month service with Frontier on October 22, 2022. However, I changed my mind on October 25, 2022 and cancelled the service. While cancelling, I confirmed with the gentleman that I was cancelling within the "30 day satisfaction guarantee" window (3 days) and therefore will not be charged any additional fees or an early termination fee. However, I started to receive invoices in the mail that were for the "early termination fee". Every time I received an invoice, I called customer service and asked them to explain why I was being charged this amount since I cancelled within the window and every time they would tell me that I do not actually owe that amount and it should be fixed soon. I called to confirm I DID NOT owe that amount at least 5-6 times. Fast forward a few months later, I receive a credit report notification that there is a collection amount on my account. I have spent HOURS and HOURS going back and forth between Frontier and the credit collection agency trying to resolve this issue. During several calls, the representative confirmed that I did NOT owe this amount and that it will be taken care of. Then on the other hand, on some of the calls, they insisted I did owe that amount. Every single person gives me a different reasoning and is never consistent. It's extremely frustrating to be told I do not owe this amount for several months and therefore, I did not pay it and then for it to show up on my credit report and on top of that, they can't get their story straight on whether or not I actually owe this amount. In addition, Frontier cancelled my online account and refuses to provide any supporting documentation such as the original contract or final invoice amount for proof. ABSOULTELY TERRIBLE COMPANY.

Desired outcome: Remove collection from all credit reports immediately

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7:37 pm EDT

Frontier Communications DSL internet

paying for a 1.0 Mbyte provision

Tech Support says my account shows in their TECH database as having only a 7 Kbyte (0.007 Mbyte) provision

Tech Support says no record of when, why, who changed my account TECH records

Tech Support says only Account Support can answer that

Account Support says no record of EVER issuing change ticket to Tech Support (at least since Frontier bought from Verizon)

Account Support says on Tech Support can answer that

Tech Support bumped up to Supervisor, who refuses to provide answer AND refuses to bump me up to anyone with more authority

Desired outcome: tell my when, why, and who keeps changing my TECH support records, specifically my DSL speed provision

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5:27 pm EDT

Frontier Communications Not signing up for frontier internet

Sales person came to door a couple of months back. I did not sign up for anything. Nothing signef etc. Immediately I started getting text that they would be out to install. I called her and she said she would take care of it. I continued to have it happen over and over. I emailed company because there is no one to talk to. Installer shows up to install. I explain again. Today I have Notice Past Due

Desired outcome: Get me out of the system. Clear up anything on my credit.

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2:31 pm EDT
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Frontier Communications Frontier internet

It started this past Saturday in the evening. My internet was fine and then is was not. I immediately rebooted my router without success. I then contacted Customer Support via chat. I spent an hour or so unplugging and re-plugging almost every piece of Frontier technology I have, as directed by Customer Support. Nothing worked. We scheduled a technician to come out 3 days later. This required me to, not only go without internet for that time, but also to take time off work to be home. The technician arrived and began to work on the ONT in my garage. He later informed me that my line had been cut. He figured the line had been cut at the junction box which is in a neighbor’s backyard. He knocked on their door but no one answered. He said that I would have to get with that neighbor and figure out a time to reschedule an appointment. I was not happy. I didn’t feel that it was my responsibility to schedule with a neighbor so Frontier could repair it’s cable. Later that evening, I reached out to Customer Support via chat to express my displeasure with that and to see what could be done. It was like starting from scratch. When I finally got the Customer Support agent to understand what was going on, he said he would send out a tech immediately. I stated that I had left my house but could be home in 30 minutes. At that point, I stopped receiving chat messages from Customer Support but I received a text stating that a tech would be out on the 4th. When I got home I called to confirm whether someone was coming immediately or on the 4th. They said it would be on the 4th and my patience left me. I immediately requested that my services be cancelled.

I’m certain I could have handled the situation better but this is not my first go-round with Frontier Customer Support. Reading the reviews online and on my neighborhood Facebook page, it doesn’t seem like I am the only customer who has had this experience. Frontier is currently the only provider allowed in this neighborhood. Several of us feel that we are overlooked or mistreated because it’s Frontier or nothing. I opted for nothing. I can’t see paying for an unreliable service.

Desired outcome: Better service

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11:11 am EDT

Frontier Communications Frontier service

We recently changed internet service from spectrum to frontier to save money. However we regret this decision. Frontier customer service has been terrible. Trying to get line buried as been a nightmare. The online chat is useless to get anything done. The wait time when you call is also terrible. I wouldn't recommend frontier there service is terrible.

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2:44 pm EDT
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Frontier Communications Exposed phone/internet cable.

For over two months now, Frontier Communications has left an exsposed wire/cable on the shoulder of the road in front of our property which has recently cased me to hook the wire on my lawnmower causing the mower to flip over on me causing me injuries. After multiple attempts to contact the Monroe, N.C. sales office and getting no one to discuss this, as well as several phone calls to their corporate Headquarters, I have yet to get nothing but supposed "work orders written up" and nothing more. If something isn't done soon then I wil be forced to cut the lines and move them myself

Desired outcome: Get the phone lines buried now or they will be coming back to repair it for whoever the lines connect to. I would like a response asap. At [protected]@gmail.com. Thank you Regards Steve Helms

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5:28 pm EDT
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Frontier Communications Talked into leaving modem for new home owners after canceling service, turned into collections because I was harassed into agreeing to leave it!

We moved last June. In May, my husband called to cancel our service. The woman he talked to told him about a new program that makes it easier for the new buyer to set up service. He said he would rather just send it in, but she kept insisting it was so much better this way. Going against his better judgment, he agreed. So begins our nightmare!

We received a bill a few months later for the modem they told us to leave! My husband called and talked to a representative who said that: a) the service was never canceled, and b) the woman who talked him into leaving the modem did not have authorization to make such a deal. When my husband told them that wasn't his issue, it was theirs, that rep said we had to drive 4 hrs to get it.

Between us, we have now called several times and have been told that it was taken care of and would not get another bill. Now, they turned us into collections saying we owe $190 for the $5 modem they told us to leave!?!? We have been harassed and bullied by them. Now they have wrecked our credit scores. Thinking this might be a good class action lawsuit. Frontier sucks. Their reps blame each other for the mistakes but still expect us to pay for their obvious screw-ups?

Do not trust anything you hear from anyone from Frontier. Even when they record your calls and confirm every detail that you told them to prove they told you to leave equipment, they even confirm it was their fault...but continue to bill, harass, and turn you into collections.

I am going to post and repost this on as many sites as possible, so others won't be scammed by the "It's easier to leave the modem scam!" It will cost you time, effort, and your good credit score!

Desired outcome: Fix my credit, remove the fraudulent overcharges, compensate for time spent trying to resolve. Stop billing us!!!!

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1:54 pm EDT
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Frontier Communications Outside Canister

Good afternoon,

I have contacted Frontier numerous times to report a junction "canister" that is laid over due to weather conditions. This issue has not been resolved in 2+ years.

Now the "canister" is actually in a ditch full of water!

This is also a school bus stop.

I have asked the gentlemen who are laying your fiber optic line what we should do but none of them are able of speaking English.

This is a safety issue as well as an eye sore.

Thank you

Desired outcome: Please remove the canister or if needed replace with one of working condition!!!

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9:33 pm EDT

Frontier Communications Internet bill and cancelation issues hidden fees

I was trying to cancel my service after I expend around 1 hour with one of the customer services because I want him to explain to me why if I am paying a month in advance I still have to pay for a monthly service that I will not use because I am canceling my services 3 days before my bill is due. Again, My bill cycle is due the 3/25 and I am canceling the 22 if I am paying in advance why do I have to pay for the month of April if I will not have the service? Another issue I am canceling my service one month prior to my "contract" which I did not know I have because when I first got the services they said without a contract. They are charging me $19.18, I told them that is ok, and I'll pay off the $19.18 dollars but on top of that they are charging me $50 for an equipment restocking fee. I couldn't get in contact by phone everything was via chat. The first representative Jay Andrew was willing to give me a credit for the $19.18 and charge me just half of the restocking fee I was disconnected from the chat. I contacted another agent Mary Nadal on top of that she was almost forcing me to tell her why I am disconnecting my service, she did not want to give me the credit Jay offered me. I told her I have the conversations and everything she first told me she was not able to see the conversation but later during the conversation she told me I need to check my prior conversation with Jay. She was very clear that she won't give the credit and after I asked her why I have to pay for a month that I won't use she disconnected the chat. I am so disappointed with this company the service was not great anyways

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11:18 am EST
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Frontier Communications Internet Service

My internet keeps going out, which is not good since I work from home. I have made several calls about this issue, each call lasting at least on hour and each time I get a different answer. One of the answers I received is oh you are too far away from the box, that is why it gets cut off. Made another call today, solution was oh you need to get a second box and put it where you sit so, I don't get cut off. No, I am not paying for another box. The best solution was do you have any mirrors or reflection material, because that cause the signal to cut off so you should remove them. WTF. Last solution is we can send a tec over to look at your equipment. Great send him over but the earliest date is May 22, 2023, today is May 8th. I should have known better. I cut Frontier off when they took over AT&T, because the TV/telephone keep going out. That saying is correct you get what you pay for!

Desired outcome: My desired outcome would be that my internet works and I don't get cut off while on a conference call/work. How many times can I tell my boss my internet went out.

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JHCrom
Camden, US
Mar 17, 2023 4:09 pm EDT
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I live in the country in Al and have been hearing the same tune from Frontier for 10 years. They have yet to resolve the problems. The company needs to be shut down.

I love the reflection solution….

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9:07 am EST
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Frontier Communications Frontier connection to HBO Max streaming channel

The link between Frontier and HBO Max is broken with no predictable resolution date. Multiple attempts to access HBO Max result in this error message: "There was a problem authenticating. Please try again later." I have been trying for over a week, and no progress yet.

Frontier is not -- yet -- offering to provide a credit to my account for this service I am not receiving.

If I could take my business elsewhere, I would. But I don't have other options. Frontier Communications service is about the worst of all the companies I am forced to deal with.

I would like someone to investigate this issue and encourage Frontier to fix it promptly and issue associated credits to their streaming customers.

Desired outcome: Get the "authentication" issue between HBO Max and Frontier fixed. Process a credit to customer accounts that have been unable to use this service for which they are paying.

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6:50 am EST
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Frontier Communications Landline telephone installation

I have spend six hours, of multiple telephone calls, to your customer call center, trying to obtain a wired-in, landline, desktop telephone installation, since last November 2022. Your employees take all my information; and then ask me to consent to auto pay, before they will give me the price for one residential, telephone line, without overseas connection.

I have no need of conference calls, call waiting, text, etc. I wish the least expensive, basic telephone service.

There are already Frontier customers in my federally-subsidized, low-income, elderly housing project, of 11 apartment buildings at:

SayeBrook Village EAST.

My address is: Building B, Apt. 12, 1st Floor, 55 Sheffield St., Old Saybrook, CT 06475, (Middlesex County).

Sheffield St. is off of Main St.

I am a 79 year old, disabled female, who lives alone and has no telephone. My sole income is disability benefits.

My email is: [protected]@protonmail.com

Please tell me how I can get landline telephone service a.s.a.p. I would also like an unpublished number.

My name is: Miss Margaretrose M. Zabelin.

February 26, 2023

Desired outcome: An email response, giving me an installation date, for a landline telephone, at any hour, on: March 7, 8, 9, 10, 11, 13 or 15.

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12:51 am EST

Frontier Communications website

12:47 AM 2/14/2023 I continue to have problems with your website. I pay my bills online. I have to change my password every month because it doesn't work. I gave up last month out of frustration then forgot to go back for another round so now I have two payments. I went on tonight, changed my password again, got to the payment page and given the message that an error occurred and to come back later? I think I need to change back to paper billing. I hate that!

Desired outcome: I would like to pay online but I am getting too frustrated, Life is hard enough OK?

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6:13 pm EST
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Frontier Communications Wi-Fi connection

2/12/2023
Customer Jeff and Cassie Lewis
Account # [protected]-5
Frontier stopped my internet 4:53
My internet was turned off.
I thought it was on our end so I checked all troubleshooting prior to calling your customer service.

After being in the phone for 30 minutes, it was decided the reason our internet was turned off was because we have not signed a terms of service with your company. We could have done this at installation. We could have done this with the first billing which we paid timely but you wait just hours before Super Bowl Sunday to turn off our Wi-Fi. I am unbelievably aggravated. What would you be thinking as a company to turn off a customer's WiFi prior to Super Bowl Sunday when we had friends and family coming to watch the game?

I expect your company will be reimbursing me for my time and aggravation.
Customer service - Oscar was very nice and was not the source of my frustration.

Supervisor Shane - states before transferring me to his mgr he would like to make sure it was just terms of service. He said he has never had it take 30 minutes. Shane advised it’s an automated system. He stated an email should have gone to my husband’s email. I have checked every single email from frontier and we have never received one from frontier. I have now been on the phone for 50 minutes with Shane, along with the frustration of trying to trouble shoot myself before calling him.

This is a process issue with frontier, as your company had multiple opportunity to get us to sign the term of service before having me waste my time on a Saturday afternoon when we had people coming for a Super Bowl party.

Shane asked what I thought I would accomplish with this complaint when I asked for the management above his manager. He did not know who any of the manager above his manager so I googled it. He asked me what I found. I told him that I found the entire board and will be emailing shortly.

Desired outcome: I think after an afternoon of interruption of service and frustration you need to reduce my bill. You also need to change your process for terms of service. This process is not fair to the customer.

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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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