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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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J
1:49 am EST

Frontier Communications Phone service down

Phone service has been on/off for over two months. The first time, both Internet and Phone was down for 10 days, until repaired. Then a month later the phone connection failed again, although the internet connection still "worked" in its usual lame on/off sense.

On 1/20/23 Frontier was notified of the dead phone line, and they set a service date of 2/1/23. On that date I was expecting a service agent to show, but crickets...I received a text message that evening "we're sorry for the inconvenience but due to an unexpected delay we've had to change your appointment. Your new arrival window is between 1:00 PM - 5:00 PM on 2/23/23"

So to summarize, the dead phone line was reported on 1/20/23, and the new repair date is 2/23/22, or over one month after reporting the problem. And they bailed on the earlier repair date without any notification until after the fact. I wonder, is this company run by humans or by soulless bots? For sure the AI master knows my options are limited, so it's wait my turn and maybe they'll fix the problem when they get to it perhaps...

Desired outcome: A phone that works and an Internet connection that works at all hours of the day and not just after 9 PM.

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10:58 pm EST

Frontier Communications Frontier Internet

Bad App, bad web interface- literally useless, defaulting after info is entered, impossible to get a hold of (Ironic considering their name) installed service by blasting a hole in the wall, leaving dust and shrapnel all over my office, leaving it for me to clean up. Installation person had no idea how to answer questions and was even seemingly annoyed I was asking.I understand they have been sued by FCC for this. Send bills late adding late fees and leave threatening voicemails if a month payment has not received (even if their billing is the reason they haven't received payment)

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2:28 pm EST

Frontier Communications Credit for services that were remove

My current bill statement of [protected] is billing me for services that were change on 1-23 in advance (that is correct). However I am also being bill in advance from 1-22 thru 2-21 for services that were removed on 1-23. It does not make any sense for me to be double bill for services that were recently changed in fact on 1-23, which is the date after this bill.

My bill should only be approximately $80 and yet I am being billed $229.31. This is to me robbing and illegal billing.
I am now retired but did work for Verizon/Frontier 40 years in billing and have never billed customers in advance for services that were removed.
I have called several times and spoke to someone in India, Philippines and Jamaica. It seems these people don't understand American billing.

I am pasting a copy of my current bill:
Frontier Monthly Service Charges
$77.97
Fiber 500 Internet $64.99
Promotional Credit -$15.00
$15.00 Discount through 01/22/24 $0.00
HBO NOW $14.99
Fiber loyalty credit 12 months -$10.00
Whole-home hd dvr $0.00
Sports/broadcast tv fee $22.99
Total monthly service charges $77.97
What are the surcharges and fees?
Other service charges and credits
$134.62
Partial month charges and credits $0.00
Fiberoptic double play 01/22-02/21 $110.64
Whole-home hd dvr 01/22-02/21 $23.98
Total other service charges and credits $134.62
Taxes and Other Charges
$16.72
Balance Forward $0.00
New Charges $229.31
Total Bill Amount $229.31
Just don't understand why being bill on 1-22 for services that were change on [protected]
This is terrible customer services stealing from the customers
Thank you for your time,
Ada Evers
acct.# [protected]-5

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K
9:41 am EST

Frontier Communications Telephone

We have been experiencing outages on our landline this past month. This was reported to Frontier and a tech visit was scheduled for Jan 3rd. The day before that the phone started working again so that visit was cancelled. Then the line went dead again so yet another visit was scheduled for Jan 24th. Again, somehow the line started to work again so we again cancelled. But someone at Frontier didn't see that request and the tech showed up later on the 24th. We explained what had happened, his opinion is that there's an issue at the junction box. For the THIRD time this month the line has gone dead (on the 28th) so we requested service. I replied KEEP to the text I received so the tech would come on Jan 28th between 8-5. But somebody at Frontier cancelled that request! What the heck is going on? I opened up the CHAT as soon as I saw this text and was very disappointed and angered to be told the visit would not be scheduled until Wednesday, Feb 1st. I even spoke with a supervisor about this as we should not be held responsible for Frontier's error. This is the worst service ever.

Desired outcome: Someone to come today, Jan 28th, as scheduled and find out why the landline keeps going dead.

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8:52 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications Unusual activity by person claiming to be a frontier representative

Had some person in an unmarked lift truck show up at 0130 hours, EST on Saltaire Avenue, East Lyme CT who then used a lift to access what appears to be your equipment on a pole located in front of residences numbered 14, 15 and 16
Saltaire Avenue a few minutes later.
Woken by the back-up alarm, I looked and then asked the person what they were doing. They did not respond, I then asked who they worked for and they replied simply "Frontier". I then did snap a pic or two on my phone, told them that I'd be contacting you folks, at which point the person immediately lowered their basket and left the area at 0145 hours.
Something seemed off about this activity. Haven't been able to successfully contact your company as I'm not a customer. Be glad to send pick of unmarked truck in area provided.

Desired outcome: Response would be okay.

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M
Marcos Z.
, US
Mar 06, 2023 1:21 pm EST

Any updates?

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B
10:43 am EST

Frontier Communications Service in general sucks

Over the past few weeks, we have had incoming calls dropping when answered. Family members trying to call on cell phones lose connection when we answer the phone. Several attempts with Frontier techs have resulted in typical fashion. Problem still exists and will until Starlink provides full service. Or Claverack Electric runs Fiber in our area sometime over the next two years. Imagine an electric company doing what Frontier the communication solutions people refuse to do?

Our service has never been great, but in August and September 2011 we were hit with two floods, HMMM. Service dived and continues to get worse, especially internet, most times we can not even run a speed test. 1.5 mbps is hard to maintain. Making complaints is pointless, the techs are tired of making excuses because the facts are Frontier refuses to spend money on rural customers.

I sent about 80 pictures with cables stretched to the ground. Cables rubbed bare with wires against trees. Cables grown into trees. In some areas, the cable is underground. This area was destroyed by flood waters and the cables were simply covered back up with a bulldozer. This is a very rocky area.
For 11 years, we have been telling them the service gets worse when the weather gets bad. Hard to figure out. The techs tell us they could spend weeks splicing wires, but Frontier won't spend the money.

Desired outcome: I would love it if Frontier would indicate they care. Not just about my service but the 60 plus other houses on my road. Our Community and surrounding communities.

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12:20 pm EST

Frontier Communications Home phone

My parents phone went down for the second time on 01/2/2023 they are 86 years old. And my mother is on a oxygen machine which if it goes down there is no way to get a hold of an ambulance and she could die. I have a medical emergency repair filed with them which takes presidents over all others because of the situation. I just keep getting the run around first they where going to be there then no phone call or just did not show. 5 Conversations with them all recorded and still going now where. If something happens to my mother then it's time to get the Attorneys to settle it i guess. They want to sell this service but when it goes down they can't fix it.

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11:48 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications Phone/internet

I have been a long term customer of frontier communications (formerly verizon) for over 60 years. I called support on 12/15/2022 because my home phone and internet went out. I was told a tech would be at my home on 12/28/2022 between 1-5 p.M. I wasn't happy with the turnaround time to resolve the issue and called multiple times only to be told it would be escalated. It never was. So, I stayed home between 1-5 (they require you to be home) on 12/28/2022 and no tech showed up, nor did anyone try to contact me regarding the missed appointment. I immediately had my son call the support number and they offered no valid explanation but gave us another date for the repair (1/18/2023). Literally, almost one month since I made the issue known and a support ticket was issued. Between my son, and my daughter communicating with different frontier folks, again, we were told that this ticket would be escalated. Of course, I am not holding my breath on them showing up any sooner. A reasonable person would assume that since we were missed on 12/28/22, they should make us a priority for the next business day. Frontier doesn't see things that way. I realize this is not isolated as many folks lodge complaints about this company. It is unfortunate for my family because where we live, frontier is the only option for phone/internet. Something needs to be done about this company that is literally a joke for phone/internet service. When the internet is working, it doesn't work well and I don't get nearly the speeds that are advertised. Frontier simply doesn't care about their customers. I wish a class action would be brought against them because I would be first in line to sign up.

Desired outcome: A bill credit for the time without service and an additional credit for the lies and aggravation of having to wait nearly a month for a repair.

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11:25 am EST

Frontier Communications Internet provider/billing

I am complaining about Frontier our internet provider. We have been with and without internet time and time again. We have currently been without internet since end of October. We have called and called and in November they set up the earliest appointment for January 6th. We still are being charged for this service even though months without internet. We have a college student at home trying to complete his studies. We have had times where we have needed to work from home, rather covid, sickness or weather and have not been able to work from home. We live in a rural area which is understandable to not have the best of internet but to be without internet for months at a time and still be billed for a service that they are not providing. We have contacted Frontier numerous times and still has not been resolved. We were just told today that they are pushing our appointment back to January 30th but we are still being billed for this service. Please help get this taken care of.

Desired outcome: To stop billing us for a service that we are not being provided. To make the necessary repairs to use the internet. To not continue to push appointments made back month to month.

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11:45 pm EST

Frontier Communications Phone and Internet

main lines need replacing we are supposed to have high speed internet but it slower than dial up goes in out constantly for the phone and the internet. Call frontier and complain to ask for repairs tell me they will be here a certain day and never show up and then send a message stating it has been fixed same run around every time it rains or a breeze blows, we have no service. I have a 4-year-old son with a heart condition I need the phone and internet for him. He has a heart looper that records his heart activity, and we need the internet for the heart clinic to get the messages.

Desired outcome: I need my phone to work and internet to work for medical reasons. I want Frontier to repair our phone lines instead of slapping a piece of plastic over the lines and stating its been fixed when it hasn't been repaired.

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12:21 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

Frontier Communications Customer service representative error resulting in unauthorized change to my account

I have been a Frontier Customer for over 20 years and the plan that I have with Frontier provides for internet and two (2) phone lines the second of which is free of charge.

I contacted the [protected]) this month December 2022 to discuss the increased amount of my monthly bill. The representative this I spoke with attempted to provide me with a promotion that would lower my bill. However, in attempting to do so, she inadvertently canceled the long standing plan that I had which provided for internet and two (2) phone lines. As a result, my bill is higher. I called back when I received my December bill and spoke with a second representative who worked on the problem for two days and believed that she had corrected the error. Unfortunately, she did not. When I saw the January bill I realized that, in fact, my bill was higher still.

At this point, I am paying for an error made by Frontier which is unacceptable to me and clearly this problem cannot be resolved by anyone associated with the 800 customer service number; I called again today 12/27/2023.

Desired outcome: I would like for a Frontier representative that is capable of resolving this issue by reinstating my original plan. As this problem was caused by Frontier, I should not be paying for your mistake.

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3:07 pm EST

Frontier Communications Internet

Our whole town is having problems with the internet being slow its been going on for a week now. Whenever anyone calls they tell us 80% of the customers in our town of about 1900 must call before they send anyone out. Then they were going to send someone yesterday and they never showed up. The whole town is still having problems and now they say they can send anyone out until 12/27/22 and have to send someone to each house

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10:23 pm EST

Frontier Communications Internet is bad and company won't let employees update the system

I am Peggy and a resident in West Virginia and my family, and I have had their services for almost two decades. We have had issues with this company in the past and had workers tell us we have the money and parts to update your system, but the company will not let us. Our internet has gotten worse over to years to the point where it barely works for more than three hours at a time. We call the company, and they just tell us turn off the router and turn it back on. We do that and it never works. We have employees come out to look at us and they say the same things "the box in your entire area needs updated." The kicker is, we have also had employees tell us they got the money to fix it and the company decided to use the money for something else. My kids both do online schooling, and my son has almost failed a semester because the internet wouldn't let him upload videos or projects. We pay for high-speed internet, but it takes a 2 mb file twenty minutes to download.

Desired outcome: Update the system in the area or stop charging us so much for services you cannot provide.

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8:15 pm EST
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Frontier Communications Trying to get frontier to keep their appointments

My name is Barry Glynn. I am on the Board of Directors for Gulfshore of Longboat Key, a Florida resident community, Cooperative, with 178 shareholders. I volunteered to help our manager out with trying to oversee the fixing of two DSL Router/Modems that are located in our Clubhouse. The Manager, Fred Bez, has been extremely busy with storm damage and people returning to Florida from northern locals. I contacted Frontier on his behalf on November 17th to arrange resolve the issue(s). Both pieces of equipment in question belong to Frontier and I gave the service representative the information. The first available appointment was scheduled for November 29. I was given repair ticket number 5564337 and told that the technician would arrive between 01:00 PM – 05:00 PM and the text included the correct address for the association’s office:

3710 Gulf of Mexico DR LOT 11A.

This is the mailing address for billing. A11 is the Manager’s and business office address. I made arrange to wait in our clubhouse where the problem existed and the office would send the technician to me. The office closes at 4:00, so just before 4:00, I headed to the office to wait outside for the technician. He never showed and I was not called to be notified of the change. I called Frontier Customer Service just after 6:00 and was told the ticket was still pending and maybe the tech was running late.

I received a text at 7:05 PM notifying me that the appointment was changed to December 2nd, between 01:00 PM – 05:00 PM.

Today, being December 2nd, I went through the same scenario once again. Waiting in the clubhouse from 1:00 to 4:00 and going up to sit outside the office awaiting the technician.

Once again, no phone call. I tried responding to the last text I was sent a received a message that we can’t respond to my text right now, and sent me a link. The link sent me to the phone number, [protected] and the customer service representative was no help to me at all. I googled Frontier Service and then called [protected] and spoke to Aron, who at least was interested in trying to assist me. I was quite upset by this time. She told me that my appointment was rescheduled to December 19th. THIS IS TOTALLY UNACCEPTABLE. The residents are trying to stream Holiday movies and are quite upset that they cannot do so.

We have not used the second piece of Frontier equipment since the start of the COVID pandemic, but have been paying for it every month. We have a shareholder budget meeting on 12/15 where I am sure I will have to answer why the association is paying Frontier so much for faulty equipment and poor service. Help me answer this question please.

I was a Comcast/Xfinity customer in Maine for 27 years and I never thought I would deal with a company that had worse customer service than them, but now I have found you.

Please expedite my repair. I have to have the internet available to stream movies as the social committee here has planned a very busy December and streaming movies is one of their major activities.

Please help me out.

Barry Glynn VP Gulfshore or Longboat Key BOD

[protected]

[protected]@comcast.net

Desired outcome: Fix my internet issues and respond to my concerns.Poor communications and customer service.Please contact me on this matter.

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12:35 pm EST

Frontier Communications Underground cable

My neighbor at 2700 S. Biscayne Dr., North Port, Florida 34287 had your Frontier internet cable installed in their home. In order to get connected, they had to dig a trench from their home and under the sidewalk by the road, then under my driveway at 2720 S. Biscayne Dr. and then under the driveway of my other neighbor at 2740 S. Biscayne Dr.

They did an absolute slop job going under my driveway and my neighbor at 2740. They left a large clump of sod in each position. It was so bad, I expected them to come back and correct it...but, they never did. The sod was dying and looked horrendous! I tried to save mine, but to no avail. My neighbor at 2740 hadn't done anything to his, as he's a snowbird and isn't back yet.

Desired outcome: Replace the dead sod grass and level it off as it was BEFORE they destroyed the spots.

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12:56 pm EST

Frontier Communications telephone

Frontier Communications Norwalk Ct. First ticket for repair 7965828 after 3 weeks of not having phone service they issued a new ticket # 7953609 that was finally repaired that took 1 month, shortly after that line was repaired a second line went bad , they tried to get rid of me ,only after threatening them with calling the AG in Ct they issued a ticket # 7968593 that was scheduled for repair November 16 2022 between 8 -10 AM they never showed and never rescheduled , called them and they said it was unfortunate and would be in touch, they never did . two hours on chat and finally got them to reschedule and the best they could do is promise to be here within 3 weeks after missing the scheduled appointment . They will apologize all day long but will not repair my line. We are a business and have had the phone company for 35 years . It appears they can not support the business community ,I would recommend using a different service

Desired outcome: My Line repaired

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11:41 am EST
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Frontier Communications Internet Services in the Vernon, Arizona area

We have lived in the Vernon Arizona/ Apache County area for 13 years. We have NEVER received suitable internet services. The internet is slow and undependable. We have had service technicians to our home at least 6 times over the years. Yet, the service continues to deteriorate.

In addition, we live in a Verizon cell service shadow. Thus, we have to piggyback our cell calls on the Frontier internet. If the internet service drops, we cannot even place emergency calls.

Frontier has also recently closed the local customer service office.

Desired outcome: We would like to have the customer service office re-opened, and much faster and more reliable internet. Medical emergencies will go unanswered and more lawsuits will prevail.

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3:00 pm EDT

Frontier Communications Phone service

Our phone went out on Nov 1 we then called Tech Support to have someone come and fix our phone. We have called them serval times. I understand that they are busy but we have to have phone service. I am deaf and my husband is a disabled veteran. I cannot hear on my cell phone so if I had to call for help I would not be able to do this. My land line is a phone for the deaf and I need this taken care of right away. If we did not have this issue I could wait. Would you please help us?

Thank you

Robert J Schulein

12915 Sunset Drive

Sparta, IL 62286

[protected]

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11:47 pm EDT

Frontier Communications noworking telephone service with frontier since 9-2-2022

i am handicappd 76 years old have been trying to get my phone service back on since 9/2/2022.i have had 10!trouble tickets put in,they were out once to check the outside but never show up to come in where i was told there is a short in the basement.sso i gaveup and tried goingto spectrum,then cancel spectrum before they came out as too expensive,spectrum corrected order and cancel,but still no inside repair.i was supposed to have frontier come out today and waited,no one showed.when i called back,they said they cancelled the order as checked outside,everything fine so if i needed them to come in,would have to make another trouble ticket.would be my 11th ticket,no show.i have no way of being contacted except by email,please heeelp me,i am sick and frustraed

Desired outcome: phone that has a dialtone and credit back to september for no dial tone or long distance

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PaulLewis
Plano, US
Nov 03, 2022 12:38 am EDT

Mary, if you call the main number to complain and go to the disconnect service department, you can talk to someone about the HORRIFIC support you've had, explain your issue, and maybe light a fire under them to get your help. Of course you don't want to discount, but play the game, tell them you are unhappy, you've been waiting and waiting, no one does what they say they will do, and you are LOOKING at other providers because Frontier is ignoring you as a customer. This department is usually called the "Customer Retention Department". I'm a customer in Plano, TX and if I'm near I would come help you yell at them and get some help. I hope you already are, but if not, get your account number, get to a phone, and call Frontier, the customer retention department. I was calm collected, but I gave it to them and told them how could they possibly charge for such terrible service. It worked for me and I got a discount for a year to boot! Good luck!

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5:46 pm EDT

Frontier Communications product returns

Went to the local drop off store (Ace hardware in Burney, ca.) (17 miles, one way) clerk said that only his boss could give a recite as the system is password protected, what the [censored] boss did not tell clerk, IS THAT THE F--KING SYSTEM IS NOT WORKING, I waited for a f-kking hour for this guy, to find this out

Brand new UPS System, that doesnt f--king work, typical UPS f-ked up systems

[censored] could not even give a hand written recite

HOW [censored]ED UP IS THAT?

BET THE BIGGEST TAX WRITE OFF for UPS IS LOST PACKAGES

SINCE ITS A 50/50 CHANCE OF THEM LOSEING THE PACKAGES anyway

And a billing system that keeps up with the f--king payments,

EVEN WHEN THEY ARE A F--KING 1/2 MONTH EARLY

Desired outcome: F--K THIS BULLSH-T

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Update by Christopher Beck
Oct 29, 2022 5:57 pm EDT

So The Best Thing About Frontier

Is Leaving Them For Com-Pair

And thier B.S. rules

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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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