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Home Internet Providers Frontier Communications fraud and cheating
J
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7:24 am EST
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Frontier Communications is a pure rip off company, with their own self serving concerns in mind. Their end users or customers are merely pawns to them, whom they rape on a regular basis. They are a capitalist money scrounging parasite that preys on rural citizens as a result of their monopolistic strangle holds resulting from the FCC not allowing fair market competitiveness. The Federal and State Governments do what about it? Well nothing of course….no wonder this country is in such dire straits.

Frontier does not promote fair market competitiveness as a result of union strangle holds in geographical areas. Unions – there another topic of discussion! THE END RESULT OF THIS IS EVER INCREASING PRICES. The same services from other communications competitors (not allowed in these geographical areas) are 35 – 50% lower in costs. Talk about a monopoly – wow! Talk about a consumer rip off – wow, and Federal and state agencies standing by letting it all happen. The good ol' boy policy.

The quality of service and mean time response to repairs from Frontier is deplorable and an embarrassment. It would be one thing if costs were a gradual creep. Even the fast rise of gasoline costs late in 2008 seemed like a deal compared to Frontiers pricing structure. I was told (prior me canceling DSL) that my high speed internet connection would be 3MB. I was lucky to get 256K on a good weather day. Their service should be called CPSL as opposed to DSL (Carrier Pigeon Service link). Then they have the gawl to increase prices on this poor performance? All because they can get away with it.

I have made numerous attempts at getting another DSL provider. But ALL other ISP companies tell me they can not provide service to my area due to Frontier having total control in these geographical areas. What ever happened to the FCC ruling of geographical diversity of communications carries? I think that was is all BS!

I have now decided to forego internet service in my home. I would rather do without, then feed Carpathians.

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The complaint has been investigated and resolved to the customer’s satisfaction.

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51 comments
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S
Jul 23, 2019 9:04 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I live in a rural area, no cell phone voice reception, texts work ok and I rely on my land line. I'm mid 70's and might actually need the phone for an emergency, hope not? Anyway, been having problems with the land line dropping calls and not working at all. It has been an occasional problem out here for years, but when Verizon owned the lines service was exceptional, tech out in a day. Frontiers service is worse than horrible! I have been without a reliable phone for over a month and half, frontier has issued 4 tickets, and not one person has showed to correct the issue, no texts, no I'm sorry cant be there today etc. Ive never seen anything close to the way this bogus co operates. I also see I am not the only one dissatisfied with this outfit. As a group we should sue the pants of these idiots, but might have to wait in line? I am looking into the possibility now. As an old fart that might need 911 at some time, might also need a phone that works.

R
Mar 07, 2022 4:02 pm EST
Replying to comment of stugguls

I too am in my mid 70's and unless my Frontier line is working I have no way to contact the world. Today I had to ride to the top of the mountain on my 4 wheeler in a rain storm to get a single bar to call Frontier and ask why my service was out again. Again I was told that my auto pay had been rejected and service suspended. No call, no email no warning just suspended. I had plenty of money in the bank and I use the same account to pay my ongoing monthly services of every company. No problem with anyone but Frontier. This is the fourth time in 1 year, same issue. Called and agent demanded payment or no service, I used same account my auto pay is on with no problem. They charged me $10 additional because I called them instead of doing it by internet. I explained to them that they cut off my internet that is why I called them. They have a monopoly here in NE Tennessee. There is Fiber 2 homes away but I am not allowed to use them. Any suggestions? PS pay a fortune for 3mb downloads.

D
Apr 05, 2019 11:54 am EDT

I've never seen such a screwed up company. After being over charged and I over paid for over a year, I had had enough and disconnected phone service. Frontier said they would provide internet service but that is shut off also. They offered sweet deal to come back and was going to refund my over charges. Technician got here and nothing was as I was told. Frontier LIES, LIES and then LIES some more. Hey Charles, CEO of Frontier, Your company is messed up! If you had any Morals or Character you would clean up and clean house over your companies fraudulent practices. I've had it. Get out of my life you self serving thieves and Liars. Gary from Swaledale, Iowa

S
Mar 12, 2019 4:48 pm EDT

Frontier has the worst customer service. They don't have a clue what they are doing. They say they record the conversation, but when you call them back they say they don't record the conversation. Recently I called them because my service on the internet was less than a 1 gb, they came out three times. the last time they came out they changed a corroded box that had been in use for over 20 years. They then in turned charged me 89$ to upgrade their outdated equipment. I told them if they were gonna charge me a service call just disconnect my service. They replied " if it is our equipment we will replace it at no charge to you. I will be reposting this everyday to warn potential customers

L
Feb 19, 2019 5:34 pm EST
Verified customer This comment was posted by a verified customer. Learn more

They are horrible and the customer service sucks. They are frauds and even the managers and supervisors suck! I regret even giving them fours years of my money!

C
Dec 19, 2018 5:52 pm EST

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 I 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 confirming it was closed.
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 Tomas he told me I needed to get in touch with the Credit Protection Association it was sent to collection? Which I did but they have nothing to do with this anymore they said, call Frontier back they have to clear it. This is beyond ridiculous! I don't normally comment on any business, but they are no good. I will no longer get Frontier for my internet, even though Spectrum is pretty slow with the internet I refuse to do any business with these criminals!

W
Jul 25, 2018 8:47 am EDT

Frontier charged my 83 year old father over $200 for 7 days service. There was not a contract and when you ask for a manager they give you to another customer service rep who is NOT a manager and will not give their name. We are currently in the process of filing an elder fraud claim with the state of Florida, as they will not respond to our written requests for an explanation. I will never use Frontier again and intend to tell everyone that will listen about what appears to be fraudulent and usury charges imposed by this company on it's elderly customers.

A
Jun 03, 2018 12:39 pm EDT

i told the salesmen that i could not pay a 75 install fee that that was a deal killer for me he said he could wave that fee but got bill not waved and nothing could be done no record of it

J
May 05, 2018 4:35 pm EDT

All Frontier offers for Internet service are bald faced lies *************
They are ALL LIES! The practice that they use is called "bait and switch" marketing, and that is where they offer up nice juicy deals for service, like $25 for 2 years... or maybe (like in my case) it was $49.00 for service. Only thing is, when you get the first bill, the bill ends up (again in my case) being more than 3 times what the ad was offering. $163.00, and the damn thing had not even been installed not to mention ever even been used.
Cancelling was impossible too! Even after initially discussing the Frontier Internet service deal in the offer I had, the Frontier telephone sales lady swore to me on that call that there were "no tricks and I would expect the price I was given, plus a few tax dollars".

WHY DO THEY DO THIS OBVIOUS FRAUD, INSPITE OF BEING LIABLE IN A LAW SUIT?
If Frontier or any of the other Internet companies, and ths includes both TV and phone services facing litagation for bait and switch sale lures, they will probably loose every time. ATT&T was on of them. The only thing is that if the judge hands down say a 10 mllionn judgement, that ends up being the cost of doing business with them and they merely write that off. An so on the other hand, even though a multi-million dollar judgement sounds like it might get these companies to stop...they don't.

HERE's WHY: If any one of these large comm. corps get a $5 million or even a $10 million dollar hit in court, the've already made perhaps as much as $150 to $200 million in sales using this scam technique. It ain't no big deal to them and it is all in those quarterly numbers the show Wall Street.

Most of the customers, once they realize that they've been burned in this fraud, they just pay it off and move on.
THE REASON: Because the customer all too well knows that if they don't pay up (even after contacting the lifeless complaints dept. there and getting no where) they are in danger of having their credit ruined once the outragious billing is sent to collections and that would be fter the customers fruitless attempts to resolve the issue with them.

That is how it works with these valueless [censored]. Even some of Frontiers employees have made public complaints about the lies and the fraudulent training that is touted by Frontier as "that's your job buddy".
Anytime you want Internet or TV service etc. when you call the sales person ask them to give you THE REAL COST for monthly service, and some actually will.

This is my second complaint as I just got a junk ad stuffed in my fence from Frontier for 2 years service for only $25.00. The [censored] nerve of these [censored]. Polly want a cracker, or lead me with a carrot you over educated criminals!

John Hillard

S
Apr 11, 2018 10:19 am EDT

They cheat even with the final billing when you close your account and charge you for the services they do not provide. The pure example of a company that just asks for a class action suit - with an extremely bad service, too!

H
Mar 11, 2018 5:20 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have spent at least 2 hours per month fighting with Frontier about our bill continually increasing monthly to $154.55 in Dec. 2017, which they promised to correct. My Frontier bill was $110.62, including tax in January 2018, as promised, increased to $131.00 in February & to $140.50 in February! Several times after spending a couple
of hours on the phone with a claiming they have corrected the situation, I am cut off and then never call me
back and never get the credit refund they promise.

A 92year old widow is charged $44.99 for unlimited calling she doesn't want or use and $40.00 per month for
internet service and has never had a computer! We need government regulation to stop this robbery.

A
Sep 07, 2017 8:33 pm EDT

My father is 83 years old.English is not his first language and he is very hard of hearing.
My mother and father were snow birds and have a place in Florida where they live for three months of the year - January thru end March. My mother passed away in December of 2015.
My father returned to his Florida home in January 2016 without Mom. In March 2016 when he left Florida, he put his phone account on "vacation" with Frontier i.e. ~ 0.60 cents per month to maintain phone line. I am not sure how he did this but one of his neighbors probably told him about his "option" and physically did this for him. He had a ~ $55.00 USD credit with Frontier at that time.
If you don't know what putting your phone on "vacation" is: Frontier allows customers to "vacation" their line for 9 months at $ 0.60 cents per month.
My father did not activate his phone in Jan. 2017 when he returned to Florida because he is hard of hearing and he gets a lot of feedback from his hearing aids on the phone. I had urged my father to simply cancel service with Frontier in January 2017 because he wasn't using it anyway; however, for some reason he declined. Looking back now I should have realized he didn't know how to cancel service and was too embarrassed to admit it. His bills continued to come in at the ~ 0.60 cents for the entire time he was there i.e. until end-March 2017 (12 months not 9).
In March or April 2017, Frontier unilaterally decided to re-activate his account again and commenced charging full rates. Even though Frontier did send monthly statements, because he had been receiving $0.60 cent deductions monthly for the past year, Frontier statements were treated like junk mail ... no body opened them. We finally received an IMPORTANT: OPEN IMMEDIATELY notice from Frontier this month showing he now owed Frontier Communications in excess of $250.00. I called Frontier Communications Customer Service and explained everything I have detailed above.
FRONTIER COMMUNICATIONS AS A CORPORATION COULD NOT HAVE CARED LESS.
I feel sorry for Customer Service people at Frontier Communications. It must be horrible working for an employer that needs $250.00 from a partially deaf, elderly, widowed man on a fixed income for no purpose other than simply achieving a corporate bottom line.
To help put this in proper perspective: the President and CEO of Frontier Communications Daniel J.
McCarthy received over 6.2 MUSD total compensation in 2015. I really hope no one will treat Mr. McCarthy's mother or father the same way Frontier Communications treated my father.
For any and all out there ... tell everyone you know not do have anything to do with Frontier Communications.
I have posted Frontier Communications stated Corporate Values:
Put the customer first
Treat one another with respect
Keep our commitments;
Be accountable
Be ethical in all of our dealings
Be innovative; Take the initiative
Be team players
Be active in our communities
Do it right the first time;
Continuously improve
Use resources wisely
Use Frontier products and services
Have a positive attitude
Anyone out there think my father was treated with respect?
Anyone out there think Frontier Communications really thinks of my father as a customer?
Anyone out there think Frontier sees my father as anything more than a $250.00 outstanding balance?
I would be ashamed to work for Frontier Communications

L
Mar 30, 2017 4:35 am EDT

How to receive emails when your internet service goes down https://www.amazon.com/dp/B06XWWX7BG/ref=olp_product_details?_encoding=UTF8&colid=1PLRY915VTDDS&coliid=I36RAYMLIPXAOL&me=

U
Feb 15, 2017 4:47 pm EST

I changed to internet only. I went with vontage for phone. When we had internet and phone with frontier we had better service at 6mb only they told thats all we could in our area so we went with just internet. Wham now we can get 12mb of corse for more money when we asked why couldent we get 12mb before we were told that we could of right b s—t so now we just have 12mb interner no phone they changed the price 6 differnt times and we loose our internet at leasr 6 times a day constantly have to reset miss important calls something is fishy about this company i know a new company took over timewarner but i hope they get in our area soon i capitalize this because one pissed off customer in plymouth new york.

D
Jan 20, 2009 5:22 pm EST

I just received my Frontier phone bill. Surprise a charge for something I didn't order
I called Frontier, they said that they had several calls about this service. But refused to take it off of my bill. They are not suppose to let 3rd party companies do this. I did not order this service.
Frontier did give me this number to call [protected]. They said that they would take off the charge and gave me a confirmation #
We'll see!

T
Dec 04, 2016 9:35 am EST
Verified customer This comment was posted by a verified customer. Learn more

To whom it may concern, 12/5/16
I’m writing this letter as a last resort and with complete disgust with Frontier.
Ever since you took over our account from Verizon it’s been nothing short of a nightmare starting with multiple problems initially, and on going and having to talk to the idiots you hired in the Phlippines to handle problems.
Since the beginning some of the many phone and cable problems have been resolved but not all. This is only due to my aggressiveness in trying to reach someone in tech support on the US mainland which I was able to do on occasion through much persistence.
Aside from the countless problems we’ve had in the past, the most recent problem has been to simply try to get the correct time on our phones. It’s been wrong since the last daylight savings time in October. It is now December. It may not seem like a big issue to you but due to my home business I have to see what time calls come in when i’m not home, aside from the inconvenience of it.
I called your tech support multiple times, talked to different people, and all they kept telling me was that it’s a problem with my phones. I continually disagreed. I kept putting the correct time on my 3 phones and every 2 hours or so it reverted back to the wrong time so I kept calling tech support and asked them why do you think it’s my phone problem when all the years i’ve had cable i’ve never had these issues and never have had to reset the time on my phones. You’re sending me my phone signal and along with it comes the time. None of your employees agreed and created a lot of anger and frustration with me for a long time. You can probably look up our account to see who I spoke with. I should have asked them for names and ID #s but initially I didn’t. One of the ladies was named Michelle and she was completely unhelpful as well as were at least 2 other guys. I finally talked to a supervisor named Dillon. I believe his ID is DM862. He issued me a trouble ticket # which is [protected]. He told me that it’s probably a technical problem and that they’d call me the next day and that one of the engineers will reboot the service the next day. No one ever called me. On November 22nd I called to check on the problem. I spoke with a lady named Victoria. She told me that the trouble ticket had been placed on hold on November 22nd when the ticket was issued. She placed me on hold and due to the fact that there was no music on hold I didn’t know if I was cut off or not. After waiting about 45 minutes on hold I was cut off. She never called me back and she did have my phone # which I gave her. On November 25th I spoke with Taliyah in Indiana at about 2:10 PM west coast time. She told me that they were supposed to come to my house on the 22nd. If so they never showed up. She also told me that they were supposed to call me to make an appointment which they didn’t do. I don’t even understand why they would have to come to my house when I kept insisting that it’s a technical problem in your equipment.
She finally connected me to customer service. I spoke with Adam, ID # VTRG57996. He told me that the local technician has been working on it and that he found the problem and that he’d follow up and call me back on November 28th. Adam did call me and told me that the technician had to escalate the problem to someone else in his department to help him. They want to get it resolved and will call me to verify. No one ever called me but the problem was finally resolved a few days later. As you can see I went through hell trying to get this problem fixed as many of your employees gave up on the issue and blamed my phone for the problem. Guess what? I was right all the while and they didn’t know what they were talking about.
Here’s another one for you. On November 22nd I came home to find a recorded message on my phone. It was a recorded message from you which said someone in my household requested a change on our account and to call [protected]. No one called you and asked for a change on our account so this was false. I called the # which was left and spoke to Andre in Georgia, ID # 80293. He said my name was not on the account so I called again and spoke with Kyle ID # 225. Both of these idiots refused to help me as I argued that if I wasn’t on the account and you can see that i’ve been calling Frontier for months about problems, how is it that i’m not on the account. Explain that to me, they couldn’t. They were both completely unhelpful. I asked to be transferred the the complaint department and after waiting for a while a lady named Kristina, a supervisor answered the phone. She said that the phone call I received about an account change was probably a mistake and that she’d make an attempt that there’s no change on our account and my name is now everywhere on the main frame. Another comedy of errors by your terrible company. She was helpful but the other 2 idiots were not. I asked her for the address of the complaint department. She put me on hold and then gave it to me.
Here’s another recent blunder. On November 30th, I tried to turn the TV on in the early evening. The TV went on but the cable did not. The box said that the time was stuck on 3:51 PM which was probably the time that the box went off. So once again I called tech support at 7:33 west coast time. Trevor ID # 9899 picked up my call. He suggested that I pull out the power cable on the box and plug it back in, which is very difficult to reach due the fact that it’s hard to get behind the furniture it’s shelved on. I had to squeeze behind the piece of furniture on the floor with a flashlight to do this. Another inconvenience due to your dysfunctional company. After a few minutes the box started working again. Trevor was very helpful and polite.
One more incident i’d like to address among countless others. A few months ago I tried to save some movies on on demand. I was only able to save 2 or 3 and in some cases none. A message kept coming on the screen stating something about it was timed out. As usual I made multiple phone calls to your tech support. They all told me that there’s a problem with the box. I insisted that it’s probably coming from your end. They all argued that i’m wrong so one of them ordered me a new box. The box arrived a few days later and all of a sudden the problem was not happening anymore so I assumed that I was right once again and that the problem was coming from your end. By the way i’ve already had many new boxes because most are defective but this time I felt it wasn’t he box. Being the problem seemed to be resolved I didn’t change to box and waited to see if everything would work. A few weeks later the same thing started happening so I called tech support once again. The guy I spoke with as usual said it’s a problem with the box and insisted that I put the new one in. He told me that everything I had saved would disappear and it would be like starting all over again. I told him that I had programs saved that were important to my business but he still insisted that the only thing left to do was to put the new box in. I reluctantly did it. It was very difficult to get it into the rack and read the tiny serial #s on it and took some time to do. After it was installed, he couldn’t get it to work for a long time. By this time I was on the phone for over 2 hours and it finally started working but not fully. He told me to hang up and wait a few hours and everything should work by then. Everything started working but guess what, once again I was right and the problem had nothing to do with the box and as of this writing the problem still exists. I lost all my important shows and saved programs and wasted my time, all for nothing.
Every time I turn on the TV I don’t know what to expect from Frontier. There are still more problems including with on demand that need to be addressed but one of the supervisors said let’s handle one at a time which i’m trying to muster up the patience to do.
Frontier is a dysfunctional mess. The right hand doesn’t know what the left hand is doing and you have employees that don’t really care about helping. The only reason I don’t go back to Time Warner is that I spent so much time with you trying to get it right, which it still isn’t, that I want to give it a little more time to see if you can finally fix all your problems. Every day I say to myself “what will go wrong today? “ There have been so many problems since you took over from Verizon that I can hardly remember them all. Not that you care, but you can probably find some of them in our records. Why is it so difficult just to get it right. You supply a lousy service but you certainly want your money on time every month don’t you.
Tom Pergola, Account name Marilyn Shore, Pin # 1423, Phone # [protected]

R
May 06, 2016 7:18 pm EDT

I don't think I've ever seen a single positive comment about Frontier, anywhere!? I'm in the fiasco that's going on right now when Verizon dropped all of their Texas, California and Florida customers onto Frontier. What a sad excuse for a telecom company, but it goes to show that some things don't change. They have had months to prepare for this and it's so screwed up that most of us are simply either better off leaving and coming back if you want to stay with Frontier, or just leaving! Seriously! I've had trouble tickets opened for weeks and they are clueless about their own netowrk and equipment! They ended up destroying another man's account and told me to use it, it was still being used by him, but he had the same name as me so I guess it was ok in their mind. It's a big circle jerk! Everyone is scrambling and fixing nothing! I was happy with the service from Verizon, just not the channel programming. But, I found something amazing that I may just continue. I do not miss having Cable TV Channels or a landline! I have Netflix, Hulu and a mobile phone that serves me very well, and will save about $150/month kicking these jerks out! Now, to check on Satellite internet!

D
Feb 26, 2016 2:55 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I have been waiting nearly 3 months now for a credit from Frontier in the amount of about $100 plus dollars.
I discontinued their service back in early December 2015 and here it is at the end of February 2016 and I have received 3 statements showing the credit and NO REFUND CHECK. I just got off the phone with them and they tell me I should be receiving my check within 21 days.
REALLY? If you don't pay them on time they shut your service off but they can make you wait 3 to 4 months for you to get YOUR money AND they consider 3-4 months to be "a timely manner". Let's see what your mortgage company thinks about that when you don't make a payment in 4 months and they start foreclosure proceedings.
STEER CLEAR OF FRONTIER!
How cool is THAT? It rhymes!

D
Jul 21, 2015 4:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

We are sick of the poor service that we have been receiving as well. We have had internet service with them for approximately 10 years. It started out OK, they had a problem for a short period and fix that and was OK - but now?! All Frontier has to do is UPGRADE THE "TRANSFORMER" out where we live and we would be alright. At least the technicians that work out here are great (and they know that I am knowledgeable so we communicate well), and they have tried to get an upgraded "transformer". THE COMPANY WILL NOT ALLOW THEM TO INSTALL AN UPGRADE! Isn't this against the law since they are not providing the service that we were at least getting. I was told AT ONE TIME when we first received internet that we were guaranteed 1Mb. They have since changed their attitude. The last 5 years has been BAD! 42 minute show on Netflix takes 1 hour and 20 minutes! They should be embarrassed! I cannot even run my business through this service. The only thing we can do now is go to SATELLITE. Two year agreement and more junk (Hughes Net) ?! The stuff that is being allowed in this country now is sad. (I am a veteran.)

W
Feb 07, 2015 1:07 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I tried calling Frontier again this morning to come and fix this downed wire. She said she had to put me on hold so that she could
e-mail the general manager and let him know! So, I hang on the phone for a few minutes and she comes back on to tell me
that whenever she hears from general manager she will call me and let me know when someone will be out.

This is very strange. How many people do they have working there...two?
Anyways...wire is still in my driveway and I haven't heard back from this lady and now it is 2:06 in the afternoon.

W
Feb 06, 2015 6:58 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Frontier...your wire is hanging in my driveway. We called to inform you that your wire is loose, to come and fix it. You said
you would send someone. No one came. This wire is now laying at the end of my driveway. If we have to leave the house,
we will be running over your wire. We called you back...you informed us that someone will be out...and wanted to know
if we want to switch to frontier...are you serious! We have had Time Warner for internet service and have had no problems at
all ! We don't even have you and your a pain. It has been almost 12 hours now and no one has fixed the wire that is laying
at the end of driveway. Really, you think people will switch to your product with this kind of service...

H
Oct 05, 2010 8:59 pm EDT

Ordered a WI FI router. Upon receipt wouldn't work in spite of highly qualified installer.

S
Jan 19, 2014 4:30 pm EST

We have had Frontier DSL internet and phone for the past 11 years. A few months ago we began having problems with our phone line. We were not able to receive incoming calls but we could call out. (and no we didn't pay the bill late). A tech came out and found a short on our line outside the house. Said he thought he fixed it BUT if our internet continued to be slow, cut out with damp weather to report it because the drop to our house was really old and should be replaced. Ok...we do continue to have slow interenet speed, dropping of dsl entirely off an on, worse with damp weather. We submit another request for repair. Guy comes out and climbs the pole and says he gets 5-6 MPBs at the pole so there is no reason for the DSL problem. It was a nice dry sunny day. Forward a few days later, its snowing, and sure enough DSL is up and down and slow. Can't even watch a video online.
We replaced out wireless router and modem with new equipment. We tried testing DSL speed using their speed tester directly from the modem and still can't break 2mpb.
We report the issue. They schedule another appointment for repair. We get automated phone call cancellation of the appointment. Said they'd come the next day. No show. No call. Nothing. Two weeks go by We find a door tag in the driveway, (not on the door) that someone had finally come by and tested the line at the pole and it was 5-6. We were home, sitting in the living room all day, and the guy never even knocked. He notes on the door tag it's probably a "congestion issue in the house" . How can that be if you only have one computer online, running a speed test and no one else is using the internet?

Their customer service is terrible for internet issue. Anytime we call they want us to unplug the modem which of course disconnects the internet chat customer support window you are in with them. Almost seems deliberate to me. But you can unplug and plug all day long and the fact is, they don't deliver the speeds they promise. And you are stuck with it in a 2 year contract. So read everything and don't sign up for internet with this company.

O
Aug 12, 2013 6:21 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been with them for about 3 weeks now, and no problem with the internet. However the phone service is horrible. A lot of times i can answer the phone and have this sound coming in on my end (or just no tone at all) and the caller's end as well. this has already happened to me several times, and today as well. I have called them numerous amount of times and they always have to set me a ticket number, then when they claim they have fixed it. it goes right back to that very same sound. They keep trying to tell me also that it could be my phone, but i know it isnt because one i never had that problem with my prior home carrier carrier, and two i hooked up a traditional telephone to the modem and to another phone jack and it still makes that very sound. Sometimes they even would tell me it could be because of the rain but even if its not raining, I still have that very problem. They are supposed to come by tomorrow to fix it and if i have this issue once more, i will either go with my current cell phone provider's home phone service or look into something else because i am fed up with this crap, and paying $30 a month for this kind of service. and just to add i have made at least 8 or 9 calls since i gotten with them about the phone service.

J
Oct 03, 2012 11:31 am EDT

Frontier has been a problem ever since they took over the area. They would call at all hours of the day and night, and most of the time hang up. When they did talk they tried to talk me into upgrading packages, which I already had the best so how can I upgrade? I switched to using cellular service and since then they like to send me up to 13 letters in the mail per week. I filed a Better Business Bureau complaint months ago and they agreed to stop. It lasted a few months and now they are doing it again. This company needs to get shut down.

Jun 16, 2012 7:30 am EDT

piper2006,

I came across your post and saw that you have our service! Just to inquire about it, how is everything going? I hope you're enjoying the programming and I'm always open to any questions you have about it! Take care and have a great weekend!

P
May 31, 2012 2:35 am EDT

I just started with Frontier. We had a technician come by and locate our line, ( we are renting a basement and our landlord is upstairs). when he found it, he tested it and set up the modem for us. THAT WAS IT. We've been here now just about 2 months, and Yesterday Frontier calls us saying our billing is overdue. Which is odd because we have our phone internet and cable bundled with Dish Network!. LOL Frontier stated we now owe them close to $500 for installation fees! for what? plugging in a modem?

F
May 05, 2012 11:26 am EDT

My complaint is similar to others. They lied about the level of service I was getting (what it could actually provide). They then wouldn't just let me switch back to what I was using with them. They force us to use a phone line, when we haven't had one for two years. They had fees on our bill that should never have been there -- for instance, a bill for installing internet service. We've had internet with them 2-years previously.

Frontier is full or fraudulent practices. If there were any alternatives in my area, I'd switch. As it is, I think we're just going to shut off the internet... I work in the software industry and rely on it a lot. My kids will be deprived of learning opportunities. At this point I'd rather give it all up then continue to get screwed by a dishonest company.

T
Dec 13, 2011 10:40 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I have had Frontier's bundle plan for seven months now and have had nothing but problems with this company. Worst one I have ever had to deal with. The billing changes from what you understood it would be. You get told to update to a better plan for a little more money to correct some of your problems and you still get the same run-a-round. You can not talk to anyone in higher management to discuss your issues. I have spent hours and hours on the phone, mostly on hold, trying to get billing, internet service, or telephone problems straightened out.
I wish I had never contacted Frontier Communications to start with. I have filled a complaint with the Utilities commission in North Carolina because of these issues. I would like them out of my life so I can enjoy my retirement and get off of the phone.
If you know what else I can do in dealing with these crooks, please let me know.
contact me at: [email protected]

L
Oct 27, 2011 6:57 pm EDT

I started my service in August under a $200 gift card promotion for starting service. My bill was going to be 106.00 a month. My first problem was immediate when I saw that they did not have all my tv's set up for the right services. Then I find out that a dual hd dvr box only offers hd on one tv. Then I had to add an additional hd box in order to get my services set up right. The internet was not set up right and I spent the first week of my service on the phone with them trying to get it all set up. When my first bill come it says 269.34. Another part of my agreement was free installation, another phone call to customer service to get that fixed. My next bill is 175.00, another call and they said that I was misquoted but I saved my quotes and told them that that is not my problem. In this time my Internet has gone out 3 times for several hours at a time. Now it is October and I have not received my gift card so, once again, I have to call customer service for them to tell me that they will get my $100.00 gift card right out. I said what; I signed up under a $200.00 promo and I was told that there was no such promo and that the paper that was addressed to me that came in the mail in August was I figure of my imagination. So now after all this bull I have to search and find A piece of paper to prove that I am due a 200 dollar gift card. This person actually said that I was lying to try to get money that simply don't deserve. If anyone happens to maybe have this promo it would really help me to prove that I am not a liar and make them honor their agreement and also by doing this I want to have all papers in order to get out of this agreement without fees and I will hire an attorney to deal with this issue, I have never been treated so badly and had such terrible service. If anyone may have that promo or had the same problem please e-mail me at [email protected] I would greatly appreciate it.

F
Oct 20, 2011 3:00 am EDT

I don't know if you are interested in this but it’s worth a try. I work for a major well known utility company and I feel ethically compelled to inform someone that there are practices within my corporation that are being done without the consideration for the consumer. My employment there has extended well over 3 years now and I have been turning a blind eye to what they call customer service. I believe that I have the duty to expose some of these inner workings to the public. I work for Frontier Communications.
I do not want to be named nor am I going to divulge any names of my fellow employees. I will give detail in some of the misinformation given to customer, issues with systems that cause billing problems, and a few other known issues that upper management overlook. The biggest issue we are experiencing right now is appalling. The ‘blackout period’ and the result of it is causing chaos. Recently there were a few groups of the employees that were force fed training on the new Frontier’s systems. It was crammed in an eight day course. The majority of the time the training systems were down, a handful of subject learning material & systems were over looked-stating we’ll get how to do it on the floor. Anxiety and panic swept the call center, worried faces riddled with anger and frustration stood out everywhere. All accept the higher management. They kept saying, ‘don’t worry you guys will be ok’ or ‘we have to get this call volume down’. But the statement that never failed was, ‘don’t forget that you need to offer a wide array of services on every call. That’s your job.’ Regardless if a customer is calling in because she/he cannot afford their services as it is we are required to up sale them.
I was employed with Verizon prior to the acquisition to Frontier. It was an exciting day for us because we felt like the iron hand was being lifted. But to our dismay the same type of mentality still existed. Also the changes FTR made caused a lot of panic as well. We are trained for sales 1st rather than customer service even though the values are People, Product, and Profit. Customer may call in with an major issue even at times irritate and frustrated-we are excepted to entice them to purchase an additional product that may or may not work. I will enlighten you on that subject-our ‘network congestion’ issue with HSI has caused a tremendous volume of calls to the call centers and tech support. There were periods were the handling time for these departments exceeded 30 minutes and even at times close to an hour. Numerous customers within the 13 states acquired have experienced an issue that was coined ‘network congestion’. These issues caused a great deal of frustrated customers calling in about their HSI service dropping. Some of them experience up and down periods over a few months. I even witnessed some customers that were out for weeks at a time.
How do you sell a product that is not reliable? Netflix made the comment that Frontier has one of the worst HSI service in the nation. Some of us here feel guilty when we sell certain products because we know it may or may not work sometimes. The newest greatest selling tool we have for HSI now is we have to still sell it even though it may or may not be available in their area. Customers call in livid and frustrated because they were told they can get a service and now they are being told their area is not available for that upgrade to HSI quite yet.
Another odd situation we have going on right now is our new phone systems are voice over IP. We are the phone company right? Then why are we using that type of system? Numerous issues are going on-dropped calls, noise one the line, unable to fully understand what the customer is saying & vice versa, and the total system freezing up while on a call. There are some of us who just have been sitting around because we are unable to access anything. One rep became concerned because their training for the phone systems consisted of a learning document they were given minutes before they actually used the new phone systems. A coach was made aware of her concerned and his comment to it was more or less ‘well then you need to ask if you need help’. That reply was heard from a few different reps and they were taken back. Why can’t we get the training we need to navigate through all of the madness? Call volume. How are we going to be able to handle issues like repair and collections, write orders properly, and steer through a calling system that just doesn’t seem to be working correctly? Apparently it doesn’t matter as long as we up sale our customers.
One of the last issues I’m going to share with you is a critical issue that a new rep has brought to our attention and higher management as well. When an appointment, regardless of what the nature of it is-repair, new install, or anything else-is not fulfilled the customer is NOT called back to inform their appointment will not be made or efforts to reschedule it. Management and other departments know about this and still no efforts have been made to fix this. I have seen this on my end as well. What do you say to a customer who asks, ’why didn’t anyone call?’ There’s no real honest why to answer that properly.
I don’t know what’s going to happen with the pending lawsuit that Frontier has from the 1.50 surcharge for HSI service but I do know that a lot of us here don’t agree with the charge and how it was handled. We were given a document on what to say when the customer calls in and disputes the charges. It was like a paragraph more or less stating we are imposing this surcharge and there’s nothing we can do to waive it.
I now realize I have a made a poor choice in my career. I have great empathy for the customer and I’m fed up with how they are treated as well as the employees.

Thank you for listening,
Anonymous

Z
Oct 17, 2011 11:47 pm EDT

I sign up for internet and phone bundle deal and i was told i would be charge at my bundle rate.They said my first months bill would be more for my 1month and a half of service and then my second bill will be for my regular bundle price.Well my second bill came and it was about another $40 more than my regular bundle price.They told me that they did not charge me for the internet on my first bill, so they added to my second bill.Said it was not pro- rated.Even though i paid my month in a half at my bundle rate.They just keep saying no.Well while they are saying no, the paper work the paper work when i sign up with them said it is suppose to go to my bundle rate on my second bill.So what type of scam are they trying to pull.?

D
Sep 29, 2011 4:23 am EDT

i signed up for a tv promotion it was suppose to be a sony instead i got a dynex 3 months later i get told i'm a lier in normal bussiness customers are right but to frontier we are all ###s

A
May 22, 2011 12:06 am EDT

I have a similar complaint on Frontier's fraudulent billing practices. They continue to bill me on a service I cancelled over a year ago, although they were sending me no bills.

C
May 17, 2011 1:49 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I am in a simular situation. I apparently owe $204 for their service that I never had. For that matter, could not have even used at the time because I had no land line or a computer!

F
Dec 21, 2010 10:17 pm EST

I worked as regional manager for company that contracted with frontier for d2d (door to door direct sales) and worked in Illinois training salespeople till frontier told us we couldn't write what cost before tax was on contract. They raised modem prices to $4.99 a month but I recommend reading back of contract where it still says $3.99. I left job because they lied to us to get people to sign up then change pricing. Always make sure you get everything in writing because by law, they have to honor it. I would also recommend filing a complaint with Attorney General office.

N
Oct 06, 2010 11:46 pm EDT

Ive since moved to Balaton and with in the first month my 3mbps connection was no more than 2mbps.
If you go to your modem by 192.168.254.254 then go to gateway health then statistics. Scroll all the way down to LOGGING right below that there is a link called System. in the mess you'll see this, |Link up 1 US 448 DS 3712 (FAST:G.dmt). Now US aka upload speed 448 and then DS download speed 3712. these are the speeds at which they allocate you. You restart your modem, they send these numbers to your modem. Well guess what any lower then "DS 3712" and you'll never get 3mbps, ever! Never ever ever! FRAUD?
You have to call tech support, they will send a tech to your house that wont know a damn thing he'll have you do a bandwidth test, but alas the numbers are here|Link up 1 US 448 DS 3712 (FAST:G.dmt) . You have to tell that tech to fix your bandwidth allocation. they do this at their hub or server in town. Don't back down and let them tell you your wires are old. there admin will be the one that will fix your modem sync.
My neighbor was also being ripped off. Fix your neighbors too.

Hurry up with the fiber midco!

T
Oct 05, 2010 9:33 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I am in Waterville, NY and sadly no service available other than Fronter DSL for internet. I opted for the 3 MBPS Plan at $59.89 per month (Modem rental fee wtf?) I suffered through frequent disconnects for a long time and several calls to support - waiting in excess of 30 minutes to get a human answer. Finally it appeared my problem with disconnects had been solved. I was busy over the summer months with other things that I didnt notice, until just now in October, that my speed is JUST 1 MBPS and I've been paying the full 3 MBPS plan price. When I called to complain their excuse was that I am 22, 000 feet from the office, and they reduced my speed to fix the frequent disconnect issues.

Why was I not told of this lowered speed? AND... More importantly why am I still paying the full nearly $60 per month! I am outraged! Not to mention that even this 1 MBPS barely nets me 20k download speeds and as a web designer, my upload speeds are slowing than molasses, 3 minutes to upload a 50k jpeg. I pay $60 a month for this?

B
Oct 04, 2010 8:05 am EDT

Frontier is a rip off company. They recently bought out Verizon in my area. I was signed up with Verizon for phone & DSL. Before the buyout I canceled my services with Verizon. I got and paid a final bill from Verizon. Then a month month and a half later Frontier bought them out. Then 3-4 months after the buyout I get a bill from Frontier for DSL. I called them to explain that I canceled with Verizon only to argue with 3 different reps/supervisors. The scariest part of my ordeal is the last lady thought this was funny and laughed at me over my anger and frustration. I told her this is the first and only bill from Frontier and thus my call on it. She said "Well then who was been paying you bill then? Its been paid until the last one. If you havent been paying it then you should owe a lot more then, right? **laughs**"

I lost it then.

I have since filed against them with the Better Business Bureau. I have also contacted the regional President who started an "executive complaint". I havent talked to the "billing specialist" yet but intend to tonight to get it squarred away. I refuse to pay their $14.99 + tax fleecing bill. I have never done business with Frontier and now I never will. Its a $14.99 mischarge. Eat it Frontier and move on. I will cost you more than $14.99 in time!

T
Aug 31, 2010 6:03 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I don't trusted frontier. They are sneaky as comcast with hidden fees and scams. I got rid of comcast along time ago and I think. I found me another twin brother of comcast. I like verizon. Also, verizon sold us out. Now, frontier got their dirty hands on us. Their internet sucks bad with blocks.

E
May 17, 2010 1:54 am EDT

Here is an article on the internet called, "New York Attorney General Smacks Frontier: ‘Early Termination Fee’ Controversy Could Net Hundreds in Refunds"
"The New York State Attorney General has slapped Frontier Communications with a $35, 000 fine and ordered the phone company to refund up to $50, 000 it wrongfully charged consumers in so-called “early termination fees” for telephone and broadband service — fees consumers were never properly informed about at the time they ordered service." If you want to read the rest of it just google the title above.

Yup, Frontier is one screwed up phone company. They continue to put long distance charges on our phone bill at almost $3.00 a minute ( my long distance company charges less than .05 cents a minute.) I never switched long distance carriers, but they decided to send my billing to this company, after two months of bickering with them I finally told them that I was going to file a complaint with the FTC (Federal trade commision) then they took it off my bill. ...Then this months bill came and now they put a $2.00 fee on it for sending me a bill!
Well, I went down to Walmart and they have cell phones for $30 a month with internet included (no contract). Also an unlimited plan for $45. I am already paying about $50 a month plus my long distance bill... Well, it looks like I will just buy one of those plans instead of putting up with this on going hassle. Frontier is the worst company I have ever dealth with!
I have heard that other people in Crandon and Rhinelander, Wisconsin are haveing problems with with as well.

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