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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
5:49 pm EDT

Frontier Communications Internet service

I have been with Frontier for over 5 years, was with Verizon before they sold to Frontier. I have internet only. Pricing has been inconsistent and customer service has failed. Frontier billed the wrong bank account and over drafted my account on three separate attempts. The proper account was billed for the monthly price; however, the call centers you have are unable or unwilling to correct the issue. This is not the service I paid for nor expect. I need to speak to a member of management from the company but apparently all calls are routed off-shore.

Desired outcome: A discussion with an ACTUAL Manager to come to a resolution.

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11:06 am EDT

Frontier Communications Customer care agents

On Oct. 4, 2022 I spoke with an agent to transfer my service to my new home. I informed them that closing was on Oct. 7th. I called on the 7th to schedule installation and was told an installer had already been to the home and no one was present, I was told the earliest date was Oct. 14th. I asked to speak to a supervisor and was disconnected. I called back and after speaking to 5 agents I was told my account could not be transferred and I would have to be a new customer which meant losing all of my credits. I was told to call customer care the following day to schedule installation. Spoke with Greg the next day and he said I should not be a new customer but a transfer. He set it up and installation the next day. No installer showed up so I called again and after speaking to 4 more agents I was told it would be the 14th. 7 days and nights with no internet or TV. Installation was actually done on the 14th! Told to call the next day to schedule the cable being buried. After being told the only account I had was at my previous address cable was to be buried on the 24th. I received an text on my phone on the 18th telling me the cable had been buried? Looked in my yard and the cable was still on top of the grass. I called and spoke to agent #? (I have lost tract) I was told the cable would be buried the following day, Oct. 26th between 8 & 12. Lo and behold on the 25th a Frontier truck is in front of my house and he was there to "check it out". There was no record of the cable being buried, even though I gave him the ticket number. That ticket was just for him to inspect. He made numerous phone calls and told me there is no order with Frontier to bury the cable and he cold not give me any idea of when it might happen other than they will call me the morning of. Does Frontier have any intelligent employees that actually know who to do their job? How many people does it take to have a simple transfer of service to a new home? Apparently 12 to 15 and it still isn't completed. This is not a proper way to run a business and gain customers. If you have noticed a significant drop in customers I would it attribute it to the customer service provided, which is non-existent. I am 81 years old and this has caused me significant stress and worry - not a good customer relations recommendation. HELP get YOUR cable buried ASAP. This transaction has taken 22 days so far and still incomplete with no work being ordered. Diana Matthew, 12319 Pawnee Dr., Hudson, FL 34667. My account number is: [protected]. Cell number is: [protected].

Desired outcome: Hire and train knowledgeable employees who know what the are doing.

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J
12:57 am EDT
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Frontier Communications Billing services

Why in the world of internet service can I not ger a bill before you take money out of my checking account? Oh I sorry I forgot you probably use Frontier service, you people are the worst, and I don't have a choice if I want a phone and internet I have to use your company.

what a crock

[protected]@yahoo.com

if this does not work try another internet service or a can with a long string.

Desired outcome: Sent a Damm bill be fore you take my money

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3:55 pm EDT

Frontier Communications Port Out My Phone

Requested by phone be ported out. Currently have a land line and internet with Frontier. Requested my land line be ported out to a wireless phone provider and retain my internet service with Frontier. Mid September a request was submitted from Selectel Wireless requesting this phone number be ported out to them. After many phone calls the transfer from a land line to cell phone has not happened.

Desired outcome: Port out my phone number [protected]

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4:13 pm EDT

Frontier Communications email - [protected]@epix.net

login failure starting 10-13. Waited until Saturday 10-15 to call support.

After 6 hours of back and forth - Frontier refused to help me re-set my password because I didn't have a security code. I have had this email over 20 years and never NEVER did I have a security code. I don't know what they are talking about. I even tried the chat. I tried to reset myself 8 times to no avail. How can you access the password reset email when you can't get into your email in the first place. I am a CPA - filing tax returns due on Monday 10-17. My IRS acceptances come through on this email. Frontier refuses to give me access to my account. I will have to seek a remedy in court I guess. Reset email isn't working.

Desired outcome: I need a password reset and if there is a security code - I need to select it myself. I need it before Monday 10-17 to ensure timely tax return filing.

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Cathy Rickard
, US
Oct 27, 2023 9:26 am EDT
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Did this get resolved and if so, how? We are going through same issue

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C
12:31 pm EDT

Frontier Communications Cable left exposed across our front lawn and driveway

It has been more than six (6) weeks now since a frontier field crew pulled a cable across our front yard and driveway and just left it there with a few flags and loose tape.

The cable is a hazard, especially a night, when people tend to walk around here. People have tripped over it.

It is a legal liability in the event of a trip and fall.

It is in the way when cutting the grass and can be damaged at any time. We constantly have to stick it back into the seam in the driveway because passersby, especially children are constantly pulling it out.

This needs to be fixed without further delay.

Desired outcome: To have the cable secured

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Disgruntled and irritated
Palmetto, US
Oct 15, 2022 10:03 am EDT
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Frontier Communications left exposed cable across our front lawn and driveway. It has been more than three weeks now since a frontier field crew pulled a cable across our front yard and driveway and just left it there with a few flags.

It constantly is being tripped on by my children and getting caught up the trash cans. The school children and elderly people are walking every day on the sidewalk which the cable is snaked over. It is becoming a legal liability in the event of a trip and fall.

It is in the way when cutting the grass and can be damaged at any time. I keep trying to put it back in place to no avail. Plus that is not even my responsibility as I don't even have frontier nor desire it with the way this company does business.

I have called on recorded lines to to let then know the property address and the liability issues it is creating to no avail. In addition after the hurricane we had a technician come and see the line himself and ring our doorbell and ask how long the line was there and about the chaos.

This needs to be fixed without further delay. THIS A TRIP HAZARD!

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L
9:04 am EDT

Frontier Communications Fiber Installation

August 18, 2022 - made an appointment for Fiber Instillation on August 26, 2002. On August 19, 2002 (as I was told to do) I called Frontier to cancel my cable because all I wanted was internet services. I was told I could not cancel because i had an "open" ticket and to call once the fiber was installed. On August 26, 2022 I took the day off from work. Frontier was a no show. After and hour and half on the phone I rescheduled for September 26, 2022. I took the day off from work. Again, Frontier no show. I called and they had no explanation. I asked for a supervisor, none were available. I was told a supervisor would call me back. I waited a week. No call. On October 5, 2022, I called Frontier yet again to just cancel everything. I explained that I have been trying to cancel my cable since August and I have been paying for services I did not want costing me over $400. The person on the phone told me I owe $80 and change for the October services. This company is absolutely ridiculous. Customer service is rude and pushy. They clearly have no supervision.

Desired outcome: Refund all payments from August 18, 2002 until today. In the least waive the October bill.

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2:17 pm EDT

Frontier Communications Internet wifi devices

I have Frontier Internet. They provide an Arris and an Eero Router. I pay for both devices. They worked fine on both routers for about 9 months or so. Both of the Routers Wifi Bands were up and running fine with no issues. Several months ago I started noticing my smart devices wouldnt work in the morning. Apparently my Arris router would disable the Wifi bands every day. We take care of my disabled mother at home and we rely on smart devices to make sure she is safe. She cant walk and needs assistance. The smart devices make it possible to take care of my mom at home. Without having to put her in a nursing home. I originally had 2 Wifi Routers from Frontier. An Arris with the phone jack and and Eero Mesh. Both provided by Frontier. Nowhere in the contract does it say "Frontier reserves the right to control your Wifi Bands or remotely make changes to your network which could impact your home network!" But since,, Frontier keeps disabling the Frontier Router wifi every single day. I have called the CS and they said 1st time "The routers failing we'll replace it". They replaced it,, and still every day. Gotta turn the Wifi bands on. The 2nd time, they said "Its a firmware update they fixed it remotely". Still had to turn the bands on everyday! 3rd Time today. They are now telling me that "I can only have 1 Wifi device running at a time" I pay for both boxes the Eero and the Arris.

They said, "I have to choose the Frontier Router (Arris) or the Eero, not Both. Daily they turn my Wifi bands off"! Everyday I have to go on and turn them back on. Smart devices allow us to take care of my Mother who has Alzheimers. Without the Wifi we cannot prevent her from walking and falling. Frontier is not my Network Admin! I can Do That! Nowhere in their TOS does it say anything about restricting access to wifi devices or changing your wifi devices remotely. I did not give them permission to access my router daily and change the settings. Nor was I advised that this would become a Situation and I would be forced to choose which network device I could use. Even though I am paying for both of them. I advised Frontier of the Situation with my mother. They refused to help. They are deliberately restricting my access to the internet and possible Emergency Services that could prevent my mother having a serious incident. Frontier does not have the right to change my internal network settings regardless of their "implied Terms Of Service". Changing my routers setting, on my side of a secure network is tantamount to Wire Fraud. Hacking or manipulating a person internal router, network settings, wifi and internet access is a felony. If I did it to anyone. I would go to jail. Why is Frontier Special? They do not have a right to hack my network to restrict my internet or improve their bottom line without explicitly noting it in the TOS or other listed Contracts for Internet service.

I simply pay for access to the internet. I am an IT Professional and have worked in the data industry for 25 years. I know, that if someone, without your permission access's your network and make changes to it without your consent, advice or knowledge is called hacking. Which constitutes Wire Fraud and Data Theft. I have complained to Frontier. They refused to give me an answer or a ruling. Jeddah ID#130402 from Frontier CS just kept repeating. "You have to choose whether you want the Eero or the Arris as your Wifi."

No,,,,, I dont ! IF I pay for a product. They cant restrict its functions based on their "Whim". They provided no written proof of their ability to change my router. They have violated several FFC Rules already.

I would like this issue permanently resolved on a Corporate level. Nobody should have their network compromised by the internet provider. That is in clear violation FCC regulations relating to privacy concerns alone. Not to mention,, they are, Technically hindering my access to emergency services for any 3 of my household. The smart outlet makes sure mom cant get out of her chair and fail. The smart cameras provide us with being able to see her from any room. The smart Devices make it possible to disable or enable her devices just by saying "Hey Google". But every morning. I have to turn on my Arris Wifi bands to make sure they work. This is unreasonable and is tantamount to interfering with the care of the elderly.

I am at a Loss for Words.

Desired outcome: Let a Customer Enable both Wifi devices on each router!! And Stop altering a Customers Network Settings Daily!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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8:33 pm EDT
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Frontier Communications Inconsistent internet service

We have been without internet service numerous times over the past 6 months that we have lived here. Each time, the disruption has been on Frontier’s end, and it takes a technician 2 weeks to come out. We have limited cell phone service and rely on Wi-Fi for calls. I am a home health care provider and need to be able to contact my patients for medical emergencies. We also do not receive any type of credit for all of the days that we are without service.

Desired outcome: Consistent internet connectivity

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10:09 am EDT
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Frontier Communications Internet service

We had Frontier installed on July 7, 2022 and canceled on August 3rd, 2022. We had outages almost daily and called on every one of them. They claim there were only 4 outages over that time when there were at least 4 a week. We have our phone records to prove we called. They refused to reduce or cancel any amount they feel we owe. I left a review on google and found every review was one star and stating the same complaint we have. Now they threaten my credit with this scheme they are running. One of the outages we had was over 24 hours. Seems like it was lunch the following day when it came back. so approximately 36 hours. Frontier states they have no record of it.

Desired outcome: Credit the account for the balance.

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12:47 pm EDT

Frontier Communications Internet

I have contacted your customer service three times to cancel my internet service and my calls are not returned. I last contacted a person on your live chat who took my information and then told me a verbal confirmation was needed and he would see that someone would call me. That was last friday. I want this service cancelled immediately, no sales pitch to keep. I also need to know where to return the modem. My account number is [protected]-041321-4. I will not be making any further payments either. Thank You! Larry Smith

Desired outcome: Cancel service.

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6:17 pm EDT

Frontier Communications Frontier Internet Service

Early morning Sept 17 Internet service stopped working. Called Frontier and after 90 minutes on the phone with multiple blind transfers from one tech to another I still hod no resolution. I was told they need to dispatch a tech but the earliest would be two days from now. Meanwhile trucks are all over the city installing new service but ignoring existing customers. I paid for a service that Frontier is willfully refusing to provide. This impacts my income as I am a remote worker and unable to work without internet service.

Desired outcome: I want this fixed NOW! and compensation for the time lost with my job.

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3:21 pm EDT

Frontier Communications Internet and landline service

I have severe medical issues we have not had service since the 31st of last month. When I called I informed them of this I also told them that I have no other way to call for medical support if I need it and it has happened in the past that I have had to call. They have played games with me They have said okay will expedite your order and you'll have somebody out there in 2 days 2 days goes by nobody shows up. And then it's rinse and repeat because it's been like this every two days since the 31st of them making promises and not following through. They don't plan on coming to fix this until the 29th It is not safe for me to wait that long and they just don't seem to care.

Desired outcome: I want somebody to come out and fix my service and prorate the bill that they've already been paid for.

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7:15 pm EDT

Frontier Communications Phone, Cable and TV

We had Frontier, for years, would call because phone would go down, and internet would go out, then the TV went out, and we had to wait a week before they would send someone out, they would say do this and that on over the phone, to no avail, They send a new box, tell us to hook it up, but did no good, lady who came out, said the problem was at the pole,,,,,Very disappointed, in their services, to us, the consumer, paid the surchare and asked why, and never got a response, fed up left frontier for Aug. 1, 2022, feel they did not meet our needs and many neighbors agreed were we live, in a community, customer service, never got any at all, or got people who never knew what to do, and gave U a line, I support, they being made accountable, and am totally fed up with them, and why we left,

Desired outcome: I would like something for what we have gone through, along with an apology

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6:49 am EDT
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Frontier Communications Poor response, service for high pay

I just happen to be the president of a Gated Community upon returning from vacation I found our Cable, internet and phone service not working 8/22. Called in a service order that evening. First person tried to trouble shot with no success. After an hour on phone (my cell) he moved me up to expedite work order department because this is the only phone service for 911 calls at this clubhouse/pool building. That evening promise someone would call and come to repair within 48 hours. Third day later nothing happens so I returned a call on 8/25 afternoon. A customer service person named Sean looked up the work order # 5403226 to advise me we been scheduled for Sept 12th maybe. I told him this was not acceptable he wouldn't listen. I asked for a supervisor, and he got very upset and wanted to try and blame something on me. Then he got upset I wanted to go over his head and basically hung up on me. I called back and this broken English guy (unable to catch his name) tried very hard to assist me. At the end he told me a tech will text you and be by sometime on 8/26 to trouble shot and repair the problem. As of today 8/27, no call, no tech and no service.

Desired outcome: Keep your word, how can initial customer service do they job if the follow up isn't done, customer service job is just that CUSTOMER SERVICE (need big shoulder) customer service person named Sean should go back to training or be FIRED

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11:32 pm EDT
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Frontier Communications Internet my after 20+ years closed my account. For no reason

My account t was deactivated by a lady. I was locked out she got on my cell homescreen cause I agreed to get back online I thought. No she lied said I was late on my July bill. I have documents from my bank. I always paid 2 weeks early. She messed my Verizon wireless phone up and no my bill wasn't cut off for being late I have proof. My husband retired from Verizon after 37 years. This all started when he passed away june 24 2022. Ive had 3 different reasons of why I was cut off. I didn't cut it off. The management is listening to our 1 1/2 hour con ersation sat Aug 13th which I paid the Aug bill 1 hour before calling her. They told me 1 week later there still reviewing information amd also said they pulled my switch on account and gave it to someone else and I can no longer qualify for Frontier Internet not even in my name. It took forever to locate our account. So I need my internet back even if it's in my name nobody connected me about my internet my wifi was not working and I called to find out why but at least 3 conversation and a week later there investigating what happened. If my husband was still alive this wouldn't have happened. Please help me I don't know what to do? Thank you

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Update by Shebalane1967
Aug 23, 2022 11:55 pm EDT

8-13-22 I didn't have wifi so a Frontier employee said I didn't pay my bill. Yes I have documents for years I paid 2 weeks early. She got on my phone so she could mess it completely up my cellphone. After over 1 hour I thought I was good. Well 4 ppl later and 1 week ihad 3 different stories on why I had no internet. My husband retired from Verizon in 2015. We found out he had cancer and I was here caretaker and hospice too. He suffered horribly. He just passed away 6-24-22 after a long battle with the disease. Well they informed me a couple of different people that 1 month after he passed they gave our internet service to someone else. I don't have one now. We had that internet for 20+years with no problems. Now I don't k ow why are what to do. Upper management is reviewing our phone calls and is supposed to get back with me. Everybody was rude and couldn't care less my husband had passed away. 37 years he worked for Verizon and this happens to me. I need some help what they did to me is against the law. I will have my lawyer document everything that has happened. I just got to have the internet and wifi back up and going please. Thank you

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7:54 pm EDT

Frontier Communications Telephone

on 8/6, 8/8. and 8/9 I called tech support chat no dail tone on any of phones on my phone service, only one is in a jack the others are in electrical outlets. The technicians were from the Phillipines, surprise! surprise! I have all the names of whom I spoke with. They all insisted it was my phone, I went and bought new phones and that was not the problem. Not one of them ever suggested I have someone come out, just each time I called they insisted my phone, my jack, my wiring. Finally on 8/11 I called and insisted on having someone out, explaining my husband is handicapped, cannot drive, he does not have a cell phone, I have a cell phone but when I am out he needs a phone at his disposal. I was told a ticket was created by the system and deleted by the system he/she did not know why, but, she would recreate the ticket and someone would come out on 8/12/22 between one and five p.m. My husband was here all day, at 4:30p.m. no one had come or called. I called back was told the tech, Kevin they were on the street and would be in our yard to check the wires by 5:30p. m no call no one came. I called back at 5:48p.m. spoke to another tech named Mra and was told they work until 7:30. p. m and someone would be there. At 8:14p.m. on August 12 2022, I called again and was told they were still coming, of course no one came. On 8/13/2022 I called again spoke with Kimberly she apologized did not know what happened but there was a ticket and she would have someone here today. No one ever came to my home or called, they have my cellphone number. At 11:30 a.m. on Auguat 13, 2022 the phone rang that is the only way I knew it was repaired. This same exact thing happened about six months ago but the tech came to the door and said it was repaired a broken wire up the road.

I pay over two hundred dollars a month and have been a good paying customer since the days of SNET (1966), SBC, Cingular, AT&T, Frontier, but, I have to say you guys are the worst. I have a relative who worked for you guys as a technician for a long time and left because of your service. At this point my husband wants to switch all our services, T>V. Phone and Internet to Xfinity as most of our friends and family have done. I have to admit it sounds like a really good idea. Janice Auddino [protected]

[protected]@sbcglobal.net

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6:21 pm EDT
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Frontier Communications internet

Our internet went out on Sunday July 31, 2022, I call the repair department and was told a technician would be out on Thursday August 4, 2022, between 1 and 5pm. I received no communications from Frontier and no technician showed up. I called today to find out what happened and after 1 hour and 45 minutes there never was a technician scheduled to come fix my internet. They called it a miss communication, the customer service person said the next available appointment is on August 11 between 1 and 5 pm. Frontier does not care about their customers, and we have no choice but to use their services. they want their payment on time but when it comes to them taking care of their customer's they don't want to be bothered. I hope to can look into this and get it taken care of so we don't have to want again.

Desired outcome: internet fixed in a timely manner

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11:18 pm EDT

Frontier Communications Internet service speed we pay for 500mps

The internet speed we pay for should be 500mps. The speed is up and down and we have to give up watching movies as it does not download and kicks us off or it is slow. Down to 15mps - 30mps some days.

Our internet was not working to the speed we pay for.

This Ticket #: 8408855 Created Date: Jun 25, 2022 Status: Completed Tech ran a new cable and was O.K. for a week. Now we can't download and watch movies because our internet isn't working at the 500ps we pay for! We are tired of dealing with this poor service and we are looking for another company to do business with. Every time I call into the CHAT support I have got the run around. The last time a tech, (Mariol sp) she sent a signal into our home system that tripped the GFCI the wall unit was plugged into!

What are you going to do to keep us as a customer?!?!

Desired outcome: FIX OUR INTERNET SERVICE, Refund us the last 3 months of internet service.

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3:53 am EDT

Frontier Communications WiFi pricing and speed

Terrible terrible customer service! Cannot understand the customer service peoples accents. Must hire out of country. Also I’m a longtime customer as live in rural area and we have no choices here. I’m paying over 90.00 for slow subpar service. 90.00+ a month! That’s insane! I’m moving soon, God Willing, and hope I never have to deal with Frontier again. Hughesnet is the absolute worst and Frontier is second worst.

Desired outcome: They need to reward long term customers with lower priced internet services, not just entice new customers with super low rates for a year! 😡😡😡

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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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