Frontier Communications
Reviews and Complaints

I didn’t have internist service and after two weeks, numerous calls, long waits, repeating myself I decided to cancel my service. They gave me a hard time about cancelling. Now they are sending me to collections because I was approved for 3 months for the ACP program and it ended this year, I paid full price for my Internet service. Then I lost my Internet service for two weeks. I called frontier to let them know my service was cancelled and I was told that they sent me to collections, because they had temporarily waived my bill when I was on the Acp gov. Program but now they are charging me $161.00 and that I better pay them! I told the representative I was on automatic payment and why I was never made aware of the balance? She said because you were on the Acp program so we waived for fees but we put the fees back after the program ended and you owe $161.00 and if you don’t pay we will send you to collections! I think frontier is double dipping, got paid from the government for the people who were on the Acp program and they are also wanting to get paid from the customers for the same timeframe. This is ridiculous! Their call center is in Asia and it’s terrible when you can’t understand what they are trying to say, and they refuse to transfer my call to a manager or to the United States!

As a seasoned expert in the realm of telecommunications, it pains me to witness the multitude of negative experiences recounted by customers of Frontier Communications. The recurring theme of unreliable service, poor customer support, and exorbitant fees is disheartening. It is evident that Frontier's performance falls far below the expectations of consumers seeking dependable internet and phone services. The numerous accounts of service disruptions, billing discrepancies, and unresponsive customer service paint a bleak picture of Frontier's operations. Potential customers should be wary of engaging with a company that consistently fails to meet the basic standards of service quality and customer care. In an industry where connectivity is paramount, Frontier's track record is a cause for concern. As someone deeply entrenched in the telecommunications sector, I urge individuals to explore alternative providers that prioritize reliability, transparency, and customer satisfaction. Your connectivity needs deserve a provider that values your time, money, and trust. Frontier Communications, as depicted by these reviews, unfortunately, does not seem to be that provider.

Two months ago, I noticed that the inground box Frontier has in the easement next to my house had been shattered. I immediately called for service. The first team that came out let me know that they were not able to repair the box and that a construction team would have to do it. They offered to have one sent out. After a 45 days I called again and a construction crew was scheduled so I was told to be out in a few days. When the crew arrived they offered the same excuse as the first crew. They were unable to complete the repair and a construction crew would need to be scheduled.

So I took it upon myself to contact Frontier NOservice. The first person I spoke to kept telling me how sorry she was for my problem. She was SORRY. In fact she is the sorriest customer service person I have ever spoken to. She failed to realize that it was not my problem but THEIR PROBLEM. I finally encouraged her with some rather flowery words to be silent and go get a manager for me to speak with as she was unable to help me. She put me on hold and 15 minutes later came bat to say that the manager was too busy and would have to call me back in an hour.

I waited an hour and received no call from said manager. So either she was lying or the manager did not really intend to call me. So I called them. This time to my amazement I got a gentlemen with some strong customer service skills. He listened to my story and immediately got me connected within 2 minutes to his supervisor. His supervisor got me scheduled for the next day January 12 with a construction crew so I thought. On January 12 I received a call to tell me that the construction crew would not be arriving and that they would come out on Monday, Martin Luther King Jr. Day. As I thought about it I realized that the crew would need to be exclusively white as no self respecting Black Man would work on Martin Luther King Jr. Day. So silly me I called back and explained my concern one more time.

This time the off-shore Frontier NOcustomer support connected me with someone in the USA. I was prematurely elated. The gentlemen I was speaking with was very customer service oriented. He even got to the point where he said I don't even care if they are recording this call. It is wrong what we are asked to do to our customers.

The bottom line is that Frontier uses a third party to complete all "construction related" service calls. They can only issue request and have no mechanism for scheduling. He understood that in a few months my wife will begin to teach swimming to small children and that the broken box is a potential safety hazard. He even took the issue to his manager and his manager blew him off. I shared with him that he should not be surprised as I had looked up the number for the corporate office online and called it. The AI voice that answers offers you two choices: press 1 to speak to sales, press 2 for the operator. Neither option does anything but take you in a loop. I challenged him to try the number at lunch.

So now my question is: Is there one single person in upper management at Frontier that gives a damn about customers. After all we are the reason you even have a business.

Just so you know I am posting a sign over your broken box that states if you are injured by this broken box, please sue Frontier. They are the ones responsible for not getting it repaired.

If you decide to be serious about fixing your broken box you can call me at [protected]

On 5-25-25 my YouTube TV stopped working, I call Frontier Communications,they express that it was a YouTube TV issue. I call YouTube TV and they express my YouTube TV subscription was canceled by Frontier for non-payment;but my bill wasn’t due until 6-2-25,so I paid the bill on 5-30-25 before the due date,But my YouTube TV as of 5-31-25 is still not working.

I have been out of service for close to a week. I lost service on May 5 2025 at 10:48 am. The earliest appointment I was offered was Wednesday May 7th between 8 am and 5 pm. When the techs let me know that they could not find the trouble, they said if nobody contacts me within 3 days I should call him back directly. The tech re assured me that I should get a call back because there are multiple customers out. I was out for over a week this time last year.

To whom this may concern, On Friday July 19th, 2024 I was scheduled to fly on frontier airlines for the first time on flight F9 1203 at approximately 9:17am. I am writing you to formally discuss my deep dissatisfaction with frontier airlines. I arrived at the airport 1hr early but by this being my first time I waited in line to get my boarding pass and luggaged situated. There was no one there to ask questions to that could have helped my experience run smoothly. By the time I reached the counter I was greeted with an attitude and insensitive communication who responded I was late and gave me a coupon to get a refund. I went through TSA to see if this was true and they were nice enough to let me through with no hassle. But as reached the boarding agent the female last name was jones who level of service was unacceptable, disrespectful, and aggressive. I was able to get on due to malfunction of the airline that lead to 1 hr delay, I demand a full investigation with the customer service as a whole please.

I understand things can be frustrating but this a business and they are the first face we see and we should be greeted with love and care because we pay our hard earned money. Thank you

I have been having internet problems for years now, no one wants to replace the line cause half of it is burried and half is thru trees.. so I was told by one of your employees. my internet goes in and out several times a day. each and every time a technician comes out they start inside and work their way outside and don't find a problem.. well once in a blue moon one tech. will check the line and trace back to find a problem.. they fix that problem.. and that is it.. they are done.. but the internet still acts up. When I call in and ask for a service ticket, they can't give me one with out a fight cause they tell me I need a cell phone number.. I don't have a cell phone. not one that works... I spoke to a higher up named Michelle. she told me she got it fixed that they dont need the cell number.. but why did they just ask me for one... I gave my old broken phone number to him just to get the ticket thru... Michelle was happy with that and said she had fixed that problem a long time ago.. she lied to me cause three out of the four times I have called they tell me I need a cell phone number inorder for the trouble ticket to go thru. now the tech. better show up cause if he tries to call or text that cell number he won't get thru. I can go on with the several years of complaining I have done to try and get my internet to work properly. still I have to call and fight for a tech to come out then they do the same thing the last six guys did and they say take my number and call me when it goes out.. I do.. they can't come out they busy or it is past the hours of operation.. this is driving me nuts.. if someone comes out this way with internet and phone I will switch to them in a heart beat and never come back to frontier again. this is crazy

Frontier won't cancel my internet and phone services on demand. They don't fix problems instead they offer discounts and refuse to cancel. I have had technicians over at my house to solve the problem of frequent internet signal disconnections that occur several times daily for 3-5 seconds. This is very annoying, particularly during conference calls or debugging a program.

Technicians have visited my home several times and found nothing wrong. I've tried exchanging routers and that didn't help either. So, I called to cancel service and got passed along from customer service to tech support and have had to wait hours to speak with someone only to get the proverbial run-around. This is not an honorable business.

We have had problems with frontier 2G internet service and had a another technician come out again because the 2gig port was not working correctly again 2/19/24 9:30am tech stated that the 2 gig service is unreliable and i would have to agree with him. Are service started 1900 down 1925 up now we are only getting 1400 down 1034 up. the tech seem to really not want to troubleshoot the problem and all he did is complain on how bad the 2 gig service is. when he came out are service speed was at 1100 down 51 up he replace the 2 gig adapter i am not really happy with this service i have had 6 or 7 tech out here since this service has been installed . Had 4 tech come out and they had never worked on this type of modem. this is ridiculous

I was a loyal customer of your service for roughly 3 years and cancelled service about 5 months ago.

I am being billed 53.88 for a cancel fee. It is now with a collection agency.

I am requesting validation of the debt showing me where I signed anything that stated if I cancel service I would be charged a cancel fee when I was NOT under any contract?

I am filing a dispute with the collection agency and the Attorney General's office because charging cancel fees in the free world is outrageous and plain sad. And to think that I was going to return to Frontier until I saw this just left a bad taste in my mouth.

Please provide legal proof of what I signed or remove this bill from my records.

Jane Plude

25403 Taupe Ave.

Moreno Valley, CA 92553

[protected]@gmail.com

[protected]

Reference # [protected] (Credit Collection Services)

I upgraded my service to a 1GB and a new modem. My first order and second order in October were done by two incompetent people. So, I placed a third order on November 8 and finally felt comfortable with the operator. I was told that my service has been upgraded to 1GB and I will receive my modem very shortly. Signed into my Frontier account and it says 1GB. Needless to say, very shortly turned into one month and I have no new modem. I am using the old modem, never received my upgraded modem, still receiving approximately 50 Mbps. That is nowhere near the 1GB I am suppose to receive. I want my new modem!

Paid for billing cycle Oct 25 - Nov 24, 2023, on 11-6. Cancelled service Nov 27, 3 days after new billing cycle started. Returned equipment and recvd confirmation of return 11-30. Now we are being billed for service through Dec 25 (for service we WILL NOT RECEIVE) along with equipment return restocking fee of $50. When we called the 800 number, we were connected to Ft. Lauderdale, Fla. They refused to pro-rate our bill as we were told they would do on 11-27. They would not help us with the unwarranted charges. We are requesting a pro-rated bill. We do not want to pay for service we will not receive.

Biggest scam.. Lousiest service.. only robotic automated customer service (wether by telephone or on their website or by opening a order ticket) regardless which one they’re each programmed to

1. Collect every possible information, from email, bank info, cell #, etc…

2. Collect a payment

3. Sell a new product

4. Never a live person

The automated gave me a SATURDAY 8:00am-5:00pm appointment, never showed up till 9:00pm with zero curtsy call/text from technician or anyone. Then on SUNDAY assumed a reschedule for MONDAY 8:00-5-00pm.. How reliable is this company and how low is their customer integrity SCAMMER, for Frontier is a milking the client is their mission

My internet and phone began going out on october 1 2022 on every little rain and was not fixed until july 22 2023 and after several attempts frontier never did adjust for the 77 days i had absolutely no service. I complained many times but only got the run around so i finally disputed the bills but never able to get it corrected.

Also , i asked for my acp discount on april 17 2023 and to this day never received.

Frontier also has been charging me a printed bill fee which i have never agreed to.

These billing problems has been going on for a year now and i decided to only pay what i actually owe but billing at frontier keeps saying i am past due etc, with threating disruptions of service.

Will someone please straighten out my billing.

Marlyn beach

account [protected]

Around the date of November 10, 2023, a home in Venus Texas had a sewer back up that came into the home. 4 days later, the sewer backed up again into the home. Plumbing line inspector put a camera in the sewer line to see what was causing the backup. At that point he found a line of some kind that was board thru the sewer pipe upon its installation. Plumbing company came and excavated the sewer line in the front yard of home. In doing excavations and replacing the main sewer line for the home, it was determined that the line in question was a Frontier Communications Fiber Optic line that had been board thru the sewer line for the home. The back up ruined the flooring in the living room, bathroom, and closet in the front of the home. I need someone to contact me in regards to this issue. Damage ticket # 5267 created 11-20-23. maintenance ticket # 614-1513 spoke with Katy at damage department.

[protected]@yahoo.com

Sick of paying a [censored] load of money to keep watching the same movies and shows everyday all the programs and movies out the and it's always the same [censored] over and over again and then you people will drop stations but the bill don't go down it's [censored]! I know you people don't give a [censored]! What your customers have to say though cause your getting your money!

The problem I have is returning wi-fi equipment that I didn’t order. ( Order # FI10814509)

I finally got to talk to somebody in customer service. They said they would e-mail a Q code or QR code to me for returning via UPS.

I never did receive that code , and checking my account online (account # [protected]) I noticed I was being billed for the wi-fi equipment. Called customer service again and mentioned the incorrect billing, and I think that has been corrected ,but I really won’t know until I see the actual bill.

Now back to the return problem. Since there was no return info in the box or on the box ,She said to take the box to UPS and they will scan the “sent to sticker” to get the return code. This I did and they could not fine a return authorization code.

Called back again (This is now my third day) and told customer service I will not drive to UPS anymore , I will flag down an IR truck or cable truck or put the box on my front step for UPS to pick it up. They told me that’s a no no.

I was told somebody will call me in the next 5 days...(this was on 11/3 )

So now I am writing this e-mail on my forth day involved with this.

All of the customer service reps I talked to were polite and a pleasure to talk to , but nothing is being accomplished.

Please acknowledge receipt of this email.

Frustratingly yours

E. D. Davey

[protected]

2801 Amberly ct.

Holiday,Fl. 34691

[protected]@yahoo.com

We've been paying for high speed internet for about 5-10 years from Frontier Communications . We're supposed to be getting 6-9mb/s but we're getting hardly 1mp/s usually about 0.80mp/s as 5 different internet speed tests have told us. But go to frontiers website, and boom 6mp/s so i think they're scamming us. Is there any way to improve our internet speed? They refuse to add fiber optics out here.

To start with the Services that are provided should be a min of 6 mbps... And they are not complying with with they say they are providing as you will see in the image provided below on a speed test of their service.

This next items is an email that I provided after canceling my service:

My apologies, things were a bit crazy on Friday. I appreciate your contacting and the offer. After chatting with you and everyone else, my impression has not really changed. I do not understand a whole lot about frontiers customer service anymore, and honestly, I am disappointed. It amazes me that I have been in my opinion treated very poorly, and I am seeing that it is not only me but other customers as well. My example for this will be clear, yes, I seen my bill go up to 69.00, but my parents whom live directly across from me have the same service and their bill is 79.00 and change. It doesn't seem that there is any consistency with frontier and for those of us that are stuck in Rural areas get pounced on and are taken advantage of. After everything, I went looking for better services for those of us that are stuck in these situations and found a better resolve for me and the people in my community that provides better service in my opinion all around. I do thank you for the offer, but maybe instead of us customers having to argue with frontier to try to get any help, Frontier would have been helping those people from the start and once again in my opinion robbing them for financial gain and providing the least possible service they deserve. The infrastructure in Rural communities has never been there, and who knows when it will be. I can promise I will do my best to inform my community of the choices that they have, and after just canceling my service with Frontier, and being told from the retention dept. that all I had to do was call in and they would drop my bill just like you offered, my question is why was there the greed in raising it to start. This is ugly and rude service to the customers and even though you have had no problems taking my money when you did not have to, your company not wants to charge restocking fees for the return of modems that probably get trashed anyhow. If you were a customer treated in this way, I would hope that this would give you as much distaste know that you were being taken advantage of. My services are canceled and I need nothing else from you or Frontier, and my only hope is that I lead away as many people as possible that are being abused by the GREED OF FRONTIER.

After screwing me for years and they want more money for a device that they will trash, and require a restocking fee, which is theft as far as I see it. They have robbed me and so many in my community and this is being allowed. The PSC needs informed about this horrible service being provided and lied about.

Below in the attachments is a speed test on my home internet, and this was with the ethernet cable hooked up, not using Wi-Fi. And the other image is the bill they want me to pay for closing my account.

Email account has not worked since 10/05/23. Since this date I have chatted with technical support multiple times and called customer service. Not one person has a solution for how I can fix the problem. Frontier reps say others are having same issue. I have had this "email only" account since ziply fiber took over for frontier in Gresham, Oregon. I rely heavily on this email address. I am very frustrated that this has not been resolved. My email address is [protected]@frontier.com

Shannon Regan

503.663.1870

They busted a 2 foot section of sewer line when they were digging in front of my home. Instead of fixing the obvious mistake they proceeded to dump dirt on it and backfill the hole and then asphalt on top. Days went by, waste and gases built up till at 2am I awoke to everything pouring out of the toilets, flooding the bathroom, running down both directions in the hallway and into my bedroom. They came over, admitted to their mistake. Told me they were sorry and to have whatever I needed done and they would reimburse me. There are so many things that I have not charged them for-the plumber to run a camera, the hazmat inspector, tearing out baseboards, tile, carpeting, carpet padding, paint, nails, gloves, throw away cover-alls, hand cleaner, new baseboards, multiple trips to the dump, scrubbing and bleaching the floors underneath it all. Since I was paying upfront and I knew the flooring would be expensive, I did all of this work on my own. Plus I didn't have the time to wait on other people. I won't live in filth. I am asking for the price of my flooring and 2 nights we stayed at a hotel. This came up to around $11,000. Carpet is not cheap, nothing is cheap nowadays and you will pay twice as much as what it should be. Because gas to ship it is expensive, the workers who make it have to be paid more because minimum wage is more now, the installers have to be paid more now, etc..., I replaced it with the exact same type I previously had and that carpet was not even 4 years old. It's the only type of carpet I will ever buy. Trust me there is way more expensive carpet but I swear by SmartStrand. I want my money reimbursed. I am tired of being ignored. I have the pictures, I have the statements, I have the witnesses, but I am running low on patience!

Called in Saturday 09/16 got someone overseas she was no help at all! Said it was my STB and ordered a new one for the tech to install the 22nd, That was unacceptable so I called on the 17th early once again got someone overseas! She proceeded to do a bunch of stuff on her end and knocked out my router, But, good news! The tech can come out Tuesday as he needs to install the router. Tuesday (today) I called and asked if the tech was going to show up and he said there is NO ticket! The only good thing was he (from US) corrected the problem!