Frontier Communications
Reviews and Complaints

WARNING: Do not give your business to Frontier Communications. I called their 800 number to see if I would want to switch since my previous provider was raising my price. I had had problems with Frontier 5 years prior to this but was hoping things had changed. The guy (in Alabama?) with whom I spoke seemed to have integrity. After three separate phone calls (I was skeptical), he gave me a deal that ended up being more money than I wanted to spend, but it seemed better than what my previous provider was offering. LSS, after I moved furniture around, I waited from 11:00 to 2:00. The guy in the Frontier truck arrived and explained what I was getting. Turns out I was deceived and was getting nowhere near what the guy on the phone arranged. U.N.B.E.L.I.E.V.A.B.L.E. I called the 800 number again, and the lady, very "sympathetically, " tried to give me a different, far inferior, "deal." I also called the local manager. No answer, so I left a message. No call back. I now plan to warn everyone I possibly can: Do NOT go with Frontier. They deserve to be shut down. Jeff Trammel, 6-25-19

Since this, I have been blocked from commenting on their ads on Facebook, and I've been blocked from their Messenger.

Here is my Messenger interaction with them:

Conversation on Messenger (6/25 - 6-26)
I've have been deceived by your company. I am sending messages everywhere I can to let people know that you are set up to deceive your potential customers. This is bad!

Can I assist you with your internet? ^Charles

What? The only way your robot can help is if he gets me the deal to which I originally agreed.

Have you tried customer service? ^Charles

Yes. They will not give me the original agreement.

What was the original agreement? ^Charles

$100 Visa card. 200/200 Internet. Your TV channel selection which is above basic (I forget the name of it). Free DVR box for two years. Free HBO for one year. No phone.

So what are they giving you? ^Charles

They are giving me nothing. I cancelled. Everyone I contact wants to give me a worthless deal, but there is no way I'll do business with your company unless you give me that to which I originally agreed.

So are you trying to be a customer? ^Charles

I will be the customer I agreed to be last Friday [6-21-19] ... the one who receives a $100 Visa card. 200/200 Internet. Your TV channel selection which is above basic (I forget the name of it). Free DVR box for two years. Free HBO for one year. No phone. All for a grand total of $102 (including taxes, fees, etc.

Otherwise I will be an enemy, spreading the word as far as possible that you are a fraudulent company.

Have you called to see if its still going on? ^Charles

I've communicated with 4 different entities at Frontier. Each of them ends up telling me that I need to contact someone else. Give me the person who will provide for me the original deal! Frontier website chat. 800 number for customer service. Local manager. And this messenger. Nobody is willing to correct this, only give me a far inferior deal. What a joke!

[Next morning] Are you done? Does your silence mean that you also will not give me the original deal? If so, you have made an enemy to Frontier. This will not be good for your company. Lying to potential customers will never be good, no matter how big your company has become.

Here is my post for as many places as possible for as long as possible: WARNING: Do not give your business to Frontier Communications. I called their 800 number to see if I would want to switch since my previous provider was raising my price. I had had problems with Frontier 5 years prior to this but was hoping things had changed. The guy (in Alabama?) with whom I spoke seemed to have integrity. After three separate phone calls (I was skeptical), he gave me a deal that ended up being more money than I wanted to spend, but it seemed better than what my previous provider was offering. LSS, after I moved furniture around, I waited from 11:00 to 2:00. The guy in the Frontier truck arrived and explained what I was getting. Turns out I was deceived and was getting nowhere near what the guy on the phone arranged. U.N.B.E.L.I.E.V.A.B.L.E. I called the 800 number again, and the lady, very "sympathetically, " tried to give me a different, far inferior, "deal." I also called the local manager. No answer, so I left a message. No call back. I now plan to warn everyone I possibly can: Do NOT go with Frontier. They deserve to be shut down. Jeff Trammel, 6-25-19

Jeff, Can I get your account number and the name on the account? ^Matt

I did not accept the inferior deal! I do not have an account with your deceptive company. I am Jeffery S Trammel. My confirmation number was MS045927342.

Good morning, Jeff give me a moment to familiarize myself with your issue, please. ^Natasha

Actually, I wrote this down on the night I verbally agreed to this deal (6-21-19). 2604937448. The person who was put on the phone to give me this number was very hard to understand (purposeful?), so it could be incorrect.

Okay, Jeff I'm sorry for your situation why are they telling you that deal is not available to you anymore? I want to get down to the bottom of what's going on is my purpose of asking this question. ^Natasha

First, let me share the deal. Every time I speak with someone about what was agreed upon, they tell me the deal was something different than what I actually agreed to. $100 Visa card. 200/200 Internet. Your TV channel selection which is above basic (I forget the name of it). Free DVR box for two years. Free HBO for one year. Those can be cancelled after they are no longer free. No phone.

I'm reading up on your business wherever possible. I'm shocked you still exist. Wow. Again, unless I get the original deal, you will have another person telling as many people as possible how corrupt you are.

Look, Jeff I understand that you are upset, I don't know the entire situation you are speaking about, now I will try to get to the bottom of it, but I will need you to at least come down, I can't guarantee the outcome of this review but I think it is worth looking into, only if you allow me to. ^Natasha

I have another question, what was the reason you canceled? ^Natasha

Wow. Nice assumption. I'm actually quite calm. Sorry if you misunderstood my emotions. I will be your "enemy" in a very calm and professional manner. I appreciate your efforts, but from what I hear (people playing recordings of their phone calls) and read on line, I'm very skeptical of your efforts. I believe there is absolutely no chance of getting the original deal unless I calmly and professionally remind you of my plans.
I cancelled with the tech who came and told me that my order was for basic channels and 50/50 Internet only After lengthy discussion and phone calls by him to some unknown person, he didn't budge. The original deal from his perspective was a lie.

Okay, I will take that, now the tech that came out, told you that the only thing that he could hook up was the 50/50 speeds instead of the 200/200 speeds you signed up for, right? ^Natasha

And the basic channels. He himself was apologetic when I expressed my dismay over being deceived. If you don't mind telling me, why do his words to me matter?

Okay, I understand what you discussed with the tech, but I would not use the word to describe what happened, a lie, sometimes when you they see a plan that populates that is what the sales rep offer, now once the tech comes to your home to install your service, that may not be available because now they have physically checked the terminal, you are correct, based on what you have told me, we can't honor the original plan because, your terminal just does not accommodate it, but we would appreciate if you don't spam, us on this platform it is for the sole purpose of helping, but if a situation or issue is out of ours hands then we have done our due diligence in explaining it to you. Thanks in advance for your understanding and have a great day! ^Natasha

Frontier.com/SocialGuidelines. ^Natasha

The exact deception I have come to expect from Frontier. Nice try Natasha. You just joined in on the lies. Yes, they are lies! His PAPERWORK told him what I was receiving. The terminal had NOTHING to do with it. You as a company have set yourselves up so that this sort of thing can happen with hopes of getting people to simply go along. You KNOW that I have been deceived and have now joined in on the act. Perhaps you should reconsider working for this company. They will likely fail at some point because the obviously fraudulent practices will catch up to them. I will continue to warn all of my friends and family of your practices. Look around the Internet, you'll see I am one among many. These practices WILL one day catch up to your company.

I'm sorry you see it that way, Jeff again have a great day! ^Natasha

Pretty humorous that you expect me to follow some company-created guidelines when your company can't deal truthfully with its customers. Thanks for the giggle.
"See" it what way? Do you take the time to read the plethora of factual, honest, but horrible comments by people who have been routinely burnt by your company?
I will be posting this discussion, and appreciate your grace in the context of having to face the truth about your company. Thanks.

WARNING: This is a public service announcement / consumer protection notice about Frontier Communications.
We were Frontier customers for our phone, internet and FIOS TV since 2010 when they bought out Verizon. Their service deteriorated and prices kept increasing so we finally decided to switch this year. We cancelled in February, and sent back their garbage equipment to them as soon as we received the boxes. (Yes, you have to ship to them; they don't have a local place to return things like Comcast). The UPS store warned us to keep our return receipts and track the packages because Frontier is notorious for claiming that equipment wasn't returned. They were so right.
I have confirmation from UPS that Frontier received the equipment March 11, and from Frontier that they processed the return March 12 and 13. On April 25 we received a $495 bill for "unreturned" equipment. We immediately disputed this and stopped the automatic payment for this with our credit union and with Frontier. Frontier did admit that they had the equipment, but said it would take 30-60 days to process the credit, and that we should ignore any future bills until they issue us a final statement. We received another bill and one past due notice later in May but ignored them as advised. But yesterday we received a notice from a collection agency.
I have now called Frontier 3 times and was told:
1) the equipment credit was currently in process, would be completed within 24 hours,
2) the credit was processed April 9, and
3) our balance was $0 because of the auto-payment they just processed.
Yes, they had successfully debited our account for the equipment on June 19. After talking with the credit union, we are now trying to get that reversed. I am supposed to receive an email and call back from a Frontier supervisor to confirm that the equipment charges were credited, but I am not really expecting that will happen. I have also filed complaints with the FCC and with the state attorney general's consumer complaint office.
You are now all warned of Frontier's fraudulent business practices and harassment. Frontier is selling its Washington state business to Wave Division, but I would still not trust that the corporate culture will change soon.

6-13-2019 I called and spoke to a customer service representative regarding a charge on my bill named DeMario, who was speaking to me in a rude and unprofessional manner because I was not understanding his explanation of the charge. I asked to speak to the service manager or supervisor and DeMario said he would have a manager call me. I know that the service manager nor the supervisor will be calling me. I have Frontier for my business and I will be canceling the phone and internet due to his rudeness. I have already canceled Frontier for my house and I have Optimum as my new provider and now I will be doing the same for my business. If one of my employees every spoke to one of my customers in such a rude manner he would not be working for me, as your employees are reflection of your company. Unacceptable!

Truck number 2105 was behind me at a red light. Light turned green but pedestrian was crossing so I could not go but driver began honking and yelling and getting very close to my car. As I made the turn he passed me and continued yelling obscenities at me. This happened at intersection of Centinela Ave and Lucille St in Playa Vista on or around 3:10. The driver was African-American. I don't think it's a professional attitude and very bad representation of your company.

Problems with Frontier Communications.
I am the advocate and personal friend of Max Heinz, who is a 90 year old, disabled man. I faxed information to Frontier Communications of May 6, 2019 advising them that Max Heinz's life partner had passed away and since the landline was in her name, the account needed to be changed to Max. I provided Frontier with a designation as me as his personal representative, a death certificate on Cynthia Haff and a Power of Attorney naming Max Heinz to have the authority to change the account on Cynthia's behalf.
At approximately 10:30 AM on 5/16/19 I was notified by Max Heinz's caregiver that the landline to Max's home was no longer in service. I immediately called Frontier Communications at 1-800-921-8101. I was informed by Customer Service at Frontier Communications that the landline was disconnected on 5/16/19 but the reason for the disconnection was unknown. The Customer Service agent was unable to resolve my issue and I requested to speak to a supervisor. I was told that a supervisor would call me back in about 90 minutes.
At 11:10 am on 5/16/19 I called 1-866-511-1523 which was a Frontier Office of the President Complaint number. I spoke with a representative named Megan. She stated she could not find the documents on file that were faxed in on 5/6/19.
At her request, I drove to Max Heinz's address to get Max on the phone to authorize me as his representative.
I arrived at Max Heinz's residence at approximately 11:45 AM and immediately called Megan's number. I was put into voicemail and left a message that I was now at Max's house and waiting for her call.
At 12:20 PM I finally received a call from Megan. She explained that the account for Cynthia was closed due to her death and a new account must be created for Max utilizing the same phone number.
At approximately 2 PM on 5/16/19 I received another call from Megan and was told that the new account was active and a 3rd party verification of the account was required as the final step for activation. I was connected to a 3rd party and during the Yes/No dialogue, was told that the verfication was for the wrong phone number and I needed to talk to Frontier Communications. I immediately called Megan again but it was already after 5 PM in Florida and all I could do was leave a voicemail.
On 5/17/19 at 6:00 AM I called Megan's office again. I was informed that the account was erroneously deactivated based on the fax the I sent in on 5/6/19. The account should have been made inactive in Cynthia's name and then immediately made active in Max's name. The agent that wrote the order only wrote the deactivation order and did not issue the activation order.
Megan transferred me to Robert in Technical Support as the final step to activate the line in Max's name. At 6:50 am I was connected with Robert. He reviewed the account and stated that since the account was inactive, he was not able to help me and he transferred me to customer support.
At 6:55 AM I was connected with a Customer Support Representative who stated that the new account was active and I should check Max's line to see if it was working. I then drove to Max Heinz's residence and found the landline was still inactive.
At 07:53 am, I spoke with Blake at Customer Support who told me that the account was inactive and he would have to create a new account. I explained to him that Megan has completed that action yesterday. He told me that if I did not want to create a new account then he could not help me.
At 0800 I called Megan's office every 5 minutes. After being put through to her voicemail 5 times, I was finally connected with Brandon who worked in the Office of the President for Frontier Communications. Brandon was able to find the new account using the landline location address. He stated that he would connect me with technical support to finalize the activation.
At 8:42 I was placed on hold waiting for technical support. I remained on hold until 9:03 AM. Brandon then stated he was working with Technical Support and would bring me back on the line when he finished explaining the situation to them.
At 9:07 am Brandon informed me he was being transferred to a different department.
At 9:13 am as connected with Patrick in Technical Support. He created a Field Dispatch to determine why the phone was not working . He created Ticket # [protected] and told me the technician would not be available until Monday or Tuesday. I explained to Patrick that we were dealing with a disabled, elderly man, who needed his landline in case of emergency, and to deny him service for 4 or 5 days due to an error on Frontier's part was criminal to me.
At 9:30 am I received a call from Megan. I explained the runaround I had received since speaking with her at 6 am. Megan stated she would attempt to get the ticket elevated for service today, 5/17/19.
At 10:15 am, phone service was restored to the residence at 5669 P St without any notification from Frontier Communications.
This whole situation would have been avoided if the agent that wrote the order to deactivate the account had read the entire document and activated the account as he/she was requested to do.
Max Heinz was without phone service at his home for over 24 hours. This is unacceptable for a 90 year old disabled man who has no other means to request assistance if required. Fortunately, Mr. Heinz did not have an occasion to need the phone during the inactive period, but I was informed by members of his medical team that they had tried to call him and recieved the notice that the phone number was no longer in service. The medical team included the office of his primary care physician, a social services account manager working to get equipment to Max, and Max's Physical, Occupational and Wound Care Therapist.

The internet service has been sporadic for at least 4 days now. It will be out for hours then come back for a few seconds to an hour. Last night when it dropped I contacted tech support, all they would do is open a ticket and a tech would be out on Monday to take a look...that is a week before they could bother to get to us! I asked if there was an outage in the area and he said that he has no way of knowing that information. Seriously! that should be one of the main informational icon links on the frontier home page.

I live in texas and frontier has taken over verizon for over 2 years my bill has been 56.00 now frontier has got it up to 103.00 for the same service I have had for 12 years I get local land line only with 1g of internet called and spent many hours on the phone to see why this was so high now never got anywhere with them weeks later after many more hours on the phone I was offered unlimited long distance with 12g of internet for $70.00 don't want all of that was happy with what I had but if it was $103.00 for the plan I had or $70.00 to upgrade I will do the upgrade next day the phone man shows up and tells me I cant get that where I live and customer service knows that so now i'm back with the same issue tried many times with emails and calls to fix the issue but get a run around with everyone I contact at frontier this company has the worst customer service I have ever seen very unhappy with them

Had Frontier install hight speed internet and cable TV witch I was fully charged for. The service was terible along with there customer service and billing. I had called them to discontuine my home phone land line service and they said they would by never happened because they never ran a cable wire to my house. I was paying for high speed internet and Cable and was junk! I made a automated payment last sept and they never appiled it to my bill said it wasn't in there system so I made another payment and I had to dispute the charge like they told me to do and then they said ooh I owe them the payment back! There appeals and customer service is like Judge jury and exictioner never proving I owe what they say. No print out of payments to compare! No one there who has a brain to talk to...This is Fraud at it's best now they sent me to colletions for money no owed!

After being a Frontier customer for 4 years and not under any contracts, I cancelled my service due to them cranking my bill up by over $100 a month. I cancelled on 1/14/19. They then proceeded to send me a bill for the whole month of January instead of prorating it to the days I had service prior to cancelling. Talked to multiple people at Frontier who gave the ridiculous excuse that they don't prorate bills. They always bill for a full month regardless of which day you cancel your service. That was never mentioned when we called to cancel our service. This is FRAUD folks. You cannot bill for services not rendered. I cannot believe they get away with this.

Regarding account [protected] PiN 7486. A credit was submitted by the Corporate Office on March 1st during this current billing cycle of 2-19 to 3-18 but does not reflect on the current bill which is due tomorrow 3-15. Upon calling Customer Service two reps could not explain why the credit has not reflected on my account as of yet. Upon calling today a Superior indicated that it was not their problem, to contact Corporate again. I have always received credit due in regard to a problem. I don't understand why this cannot be resolved now instead of waiting till next billing cycle. My contract is up on the 23rd of this month and I was contemplating going with another Company. I have in the past received quite good customer service from Frontier but not recently. I am very dissatisfied! I've emailed Corporate on 3-6 and again 3-13 with no call back just a computer generated response saying my email was received.

In regard to account number : [protected] pin number 7486. I submitted a service call sometime in later January early Feb due to no dial tone because of heavy rainfall. The technician came out and fixed a wire inside a small box located on the roof by the roof peak. the fix lasted a day then the phone went out again due to continued rainfall. I called again to schedule a return but since the tech could not come out for another week and rain was still scheduled I did not make an appointment.

When I noticed my bill was available on line I realized the amount due went from $136.88 to $265.73. Upon reviewing the bill I saw that I was charged $85 for a service call which neither the customer service nor the repair person informed me about a fee. I first called to dispute this fee on 2-20 around 4:30, the rep said she would reverse the fee. Upon checking my account 2-22 the fee was not reversed. I did live chat but after almost an hour got no resolution, since the rep was talking about the promotion fee not the billing issue. So, called customer service today spoke to Tim, he was told the fee could not be credited since the original rep did not make any notes confirming reversal. Also I noticed 14 411 calls that I did not make, he said a temporary credit would be placed but could be reversed if it was found that the calls were made from my phone. Keep in mind my land line has not been working properly due to the rain. It would make no sense for me to make 411 calls since I have a computer and cell phone to use. Okay, in regard to the $85 tech fee, Grover in the Retention Dept could not help said I could make a dispute with customer service, was tranferred to customer service but Connor in customer service was told by his supervisor that a dispute could not be made. Well, now I'm making a complain to the effect that since I was not informed about the fee that I should not be forced to pay it. I was told that conversations are recorded, so I asked if the original conversation could be reviewed to see if the customer service rep informed me when I called for a service appointment about the service fee and was told that they would not do that. Very poor business ethics that fees are not divulged but customers are expected to pay for them. I demand a credit for $85.

This has been going on for a year now, I thought it was resolved but turns out it is still not! I am beyond frustrated, back on [protected] someone was going to come and connect service, well it was cancelled a few days before that, now you have a connection and a disconnection all on the same day. Come January 2018 I receive a bill for $138.00 after I called numerous times to Frontier and explained to them what happened they would all tell me its been taken care of, few months later I get a letter from the collection agency I explained to them what happened they closed the file, and sent it back to Frontier, they sent me a letter.
A few days ago a sales person came to my door wanting us to switch service, I said okay fine gave him my information, and now it turns out there is still a pending charge for the $138.00. I was online with Frontier today with 3 different reps the final person I spoke with was Thomas he told me I needed to get in touch with the Credit Protection Association, which I did but they have nothing to do with this anymore they said call Frontier. What do I have to do, who do I have to talk to. Should I go to corporate and speak to someone? Hopefully you can get this fixed I am trying to switch my service, but I will not PAY for something that I never signed up for, someone needs to be retrained. Hopefully you will contact me this is beyond ridiculous! I will keep emailing you until I get a call back, if I have to contact the BBB, I will I need to get this fixed yesterday. I am emailing here as well, this is residential but no one is helping me. I will continue to email where ever I have too until this is resolved.

"I closed an account immediately after opening because the service would not connect. It will be 2 years this coming May. I was told after I closed the account that the fees were waived. After a month I kept receiving a bill! Called numerous times and by 2 managers, I was told that the fees were waived due to non usuage that they checked and I would not receive any bills. The account is closed in good standing!

This November a $170. Not paid negative was posted to my credit report! I need help with reversing this please."

I don't have any bills and haven't Recieved anything for over a year and I don't know the old account number. I have call and spoken to 5 people in the last 5!days who can't help, can't give me a number to call someone who can! This is insane!

Contact and info - Constance Northup
902 Esplanade C, Redondo Beach, CA 90277 310.490.4332

Thank you, I need to refer this and bring my good credit back!

I do not make a habit of complaining about service but I called customer service to have my internet speed increased was told it would be $10 a month which is not problem, It will be effective on 12/6/2018. They will have to send a tech out when I said it really was not necessary since we had changed packages in June 2018 which decreased our internet speed and eliminated some channels to bring out bill down she said correct you will not need a tech and service would be upgraded on internet speed on Dec 6. thanked her for the great service.

Dec 1-2 checked my Frontier account online and said a tech would arrive between 8-2 on Dec 6. I called again and basically went thru the same thing said it was taken care of and give 48 hours for it to take effect. Again thanked for great service.

Dec 3 got email from From frontier listing my new bill and tech charge of $75. Again another call and basically went thru everything and the support person said the previous one had forgot to check one box after she had talked to dispatch she did what had to be done and all good..service to start Dec. 4

Dec 6 I called to see what my internet speed was and of course no change. I asked to talk to a Supervisor and she said she was a supervisor. Then told me order was cancelled and that you cannot upgrade internet without a tech coming to the house (only person to tell me this). This was purely runaround on Frontier part. All customer service reps should have same information.

Needless to say I am very upset and looking for a new provider. We have been extremely happy with frontier thru the years we have had them.

This has been an on going battle with Frontier for years. They had a monopoly in our area and there was not good infrastructure in place so basically it is a license to steal from rural America. In October of 2017 my bill spiked up to $300 per month from the $100 which we agreed to. They said it was because I was out of promotion. I called a number of times all of my calls are recorded. Each call they tried to get me to go into contract with them. The straw that broke the camels back was when I called in Fall of 2018 asking why my bill was higher than I agreed to pay. I told them I was not paying them the bill and I was going to change service, which I did. Verizon offers a wireless home phone for $20.00 per month. The phone itself is $55.00 with a discount. You do not need internet to make this phone work. You can use it to fax as well. I am disputing that a company should not be able to charge you what ever they want to. They should only be able to charge you the amount you agreed to pay. This is a gimmick
and Frontier makes a ton of money off of your promotion ending and your bill going up triple. Please FCC stop this, many old people are the victims of this unethical way of conduction business. This should be illegal.

I was not able to cancel my account because I did not have a pin number. I offered to give them my Social Security number Birth date send a copy of my License they did not cancel my account and had to wait a week to get it by mail. When I called to cancel they gave me the run around waited an hour on hold and my this was done on Nov 5th 2018 and my service is still active and they are billing for November. I am filing in Small Claims Court for What they want me to pay for the month of November. Can anybody help me and give me the name of their service agent in the State of California.

Was changing providers and Frontier enticed me to stay by offering deal unable to refuse. Unable to initiate at that time since new provider had already issued phone number port tranfer. Called to have cancelled and upon recontacting Frontier the CS rep said notes in system said agree with what to get but if she did this per system it would include additional fees. Grudgingly said just leave current equip and keep as is just lower the price to what quoted. After off phone 2 hours later was sent email confirmation and bill price was $25 more then quoted pre tax. Called told must be promo code entry error transferred and on hold over 50 mins. Got orig rep and dhe deleted all the order and made what agreed to. After email conf email again bill eould be $35 higher. Have spent to much time and energy with these people, multiple times unable to deliver at cost agreed. Now need to recall competitor and hope price hasn't increased. Deceptive pricing. Have heard others also have experienced same challenges. Poor seniors who trust and don't know to examine the later sent email. Why is customer service billing amt pre tax more then what quoted once email sent? Deceptive