REDMOND, WASHINGTON -- Being from India, I feel a bit embarrassed when people in this country ridicule outsourced customer support. Frontier however proves that these are nothing more than stereotypes. Incompetence just like every other quality transcends every possible human division. After being with Comcast for 4 years, I thought I'd switch to Frontier and save some money on their monthly plan by not having to pay for TV - I took local stations from Comcast, and would never watch it. It was working out to be 10 dollars cheaper switching to Frontier per month. Sounded like a good deal.
I did not think much about being asked to wait 15 days, but decided that it would be worth saving 10 bucks on my monthly bill. I had Comcast disconnect me on the 18th of May, so that there would be no complications with going into their next billing cycle. Frontier gave me an 8 am to 8 pm window for installation. No one showed up. I was at home the whole day with no TV or internet, since I had disconnected with Comcast. I had reminded ** (the person who took my installation order), at 5:30 P.M. on the 23rd about my installation. I also called at 5:30 P.M. on the 24th and expressed concern about nobody having shown up.
I was informed that a technician named ** was assigned my installation. His supervisor ** (more about this guy later) was not picking up his phone. At 8:30 p.m, I called again and got the machine. I left a message stating that if ** or anybody else was unable to do the installation this day, I would like to cancel my order.
I got a voicemail the next morning from a lady who did not know anything about my order stating that she could not do anything about the message I had left last night without my name or order number - OK my bad. So I called them back to request canceling my order. I was placed on hold for 5 minutes. The person on the phone was trying to get me to change my mind - the strategy was to tell me that I was not at home when the technician came by. Nice try.
I told him that I would have none of this BS, and that I just wanted to cancel the order so that I did not have to deal with these people again. He said he was unable to do that, and he gave me another number. So I had to call that number which was the usual customer help line and get the order cancelled. I was relieved for more reasons than just described.
Their incompetence was apparent, when I signed up. I had spoken to ** (the supervisor mentioned earlier) first about rate plans and contracts. He said 39.99 for a 15 Mbps connection with no annual contract. He then asked me to call ** to place the order. ** informed me that ** was wrong, and that there would be an annual contract, if I did not want to pay for the 139 dollar modem + a 20 dollar installation fee. I'm glad I escaped these people before I signed that contract.
I called back Comcast, and of course did not mention anything about Frontier. I told them that I was willing to take them back if they gave me a good deal. And sure enough, I got a sweet deal. 34.99 for 25 Mbps + 50 channels of TV for 6 months, and 54.99 for the next 6 months. I know I'll have to haggle with them after that. Perhaps get back my old 50 dollar plan for 15 Mbps + basic TV. But none of this would have materialized if I had not tried to jump ship in the first place. Moral of the Story : Frontier sucks. Learn to haggle with Comcast - it's a good thing I grew up in India. :)
MARION, NORTH CAROLINA -- On 4/18/13, I contacted Frontier due to static in our landline. I was told the repair would be done on 4/22/13. On 4/22, the line was dead. In the evening, I contacted them by chat again and was told they technician had "all night" to fix it (this was 530pm). Didn't get fixed. On 4/23 I contacted them by chat again in the morning, and was told the repair would happen that day, and that representative would follow up with me at work to make sure it happened. No follow up, no fix. That evening, I chatted again with them at about 6:30 pm. Was told the technician had until 8 pm and they would definitely be there. Nothing.
We left for vacation on 4/24, but checked the phone several times with my cell phone, knowing if it is fixed, the answering machine at home will pick up. Nothing. On Friday 4/26, I was contacted on my cell phone, while on vacation, and told that the technician was eating lunch and as soon as he finished, they would get our service fixed. They had "escalated" this to try to get more priority. She said it would be fixed in 1-1.5 hours and she would follow up with me to make sure it was done. No follow up, not fixed. I contacted them later that night and was told that they had no date as to when it would be fixed and they didn't know why I was told earlier that it was to be done that day.
I was transferred to the escalation department who, very rudely, told me it was escalated and that was all the information they could give me. Sometime during the morning of 4/29 it was fixed. So we were without service for 11 days. It wasn't escalated until it had been 8 days, 4 days later than they said they would fix it. On 4/30, I contacted someone to get credit for the 11 days without service. I was told the credit would be $11.16, which seemed fair. I cancelled the auto payment on my account so I could make sure they didn't take the full amount.
On 5/2, even though auto payment was cancelled, they took the full amount of the payment. I was told because I didn't take my card off, even though auto payment wasn't authorized anymore, they could still pull my payment. I was also told the credit was still pending. Not at all what I was told just two days earlier. I was told that credit, plus the credit for the remaining time, since we were transferring service to another company, would be mailed in 14-21 days. Now I have no doubt at all that will get screwed up totally and we will not get back the right amount.
Funny but several people during conversations tried to sell me other services. I finally had to tell one of them, you have your nerve trying to sell me ANOTHER service when you can't fix the one you have. The last lady even asked WHY we were transferring service. HELLO...11 days without service and you ask why? She offered me some deals to stay. NO WAY. This has got to be the worst example of customer service and repair service of anything I have ever experienced. For a company with communications in their name, they lack any form of accurate or timely communications.
Warning, if Frontier Communication tries to sell you on a new service, don't trust them. They will do anything for their own benefit. In September Frontier hired a young college kid to come around and have all current customers re-sign contracts for an upgraded service. We had no reason to sign a contract, as we had already been with Frontier for four years. The sale person was persistent and stopped by our house four days in a row.
On the 4th day I thought maybe they were a utility person and they needed to inform me of work being done in the area. So I answered the door. Turns out it was a $200 mistake, as it was a Frontier Sales person whom blatantly lied to us, got us to sign a long term contract without us knowing, and screwed us on our current plan.
I had no interest in changing my service, but the sales person informed me that they needed to change my service to the new "digi" service. He assured me that it wouldn't cost me any more than my current bill. I was also told there were no long-term contracts, and I would have the same service I had before. Assuming the sales person was speaking the true, I agreed to change my service. He filled out paperwork and asked I sign the bottom. Little did I realize he had just done a bait and switch and had me sign on to a long-term contract?
Within one week my voicemail was canceled. I called up Frontier and asked why I had no voicemail; they informed me I didn't sign up for it. Voicemail would cost an additional fee, beyond what my original bill was. I informed Frontier the salesperson that stopped by the house had written that the service included voicemail on my paperwork. They wouldn't budge and informed me it would cost an additional cost. Not willing to argue, I decided to drop this issue and let is a lesson learned.
Fast forward to December 2008. With the economy the way it is, my wife and I decided we needed to cut expenses. We use our phone service very little and could cut cost by canceling the service. So I called up Frontier to cancel. I spoke to a customer service representative whom informed me that there would be a $50 charge. I asked to talk to a Manager, since the sales person whom stopped at my house just 4 months earlier informed me that there would be no early cancellation fee and no long-term contracts.
After being put on hold for more than 15 minutes, the customer service lady asked if a manager could call me back. They were experiencing extremely high volume of calls. I agreed. I waited for over one week and no call back. I call Frontier back and got a new customer service person. After explaining my situation again, I asked to speak with a Manager. This person was very nice and tried to get me a manager. She put me on hold for only 2 minutes and got back to me saying once again, they are experimenting high amounts of calls and could a manager call me. They were to call within a couple of hours and guaranteed a call back the same day.
The next day I still had no return call, by this time I am pissed. I call back and again ask for a manager. This time I get a rude customer service person that tells me that it was my fault for signing the contract and I should have read it. I informed her that I took Frontiers Sales person word that I was not signing a long-term contract. Why would Frontier knowingly send out an inexperienced sales person door to door to blatantly lie to customers? She continued to blame me and puts me on hold. After 5 minutes of holding I decided to hang up. I work and can't sit on hold all day long.
The following day my wife decided to call. She experienced another rude person whom wasn't helpful, wouldn't do anything, and put the blame on us? Maybe I am wrong for assuming the salesperson would not lie to me. I can't believe a company like Frontier would hire salespeople, not train them well, and let them go out and lie to their long-term customers. Maybe they recognized many people would cut their service in the wake of the economy and thought let's have all old customers re-sign contracts so we can stick it to them if they cancel.
I would never recommend Frontier to anyone. Their customer service is one of the worst I have ever encountered. They would not listen to our side of the story. We were told time and again it was our fault for not reading the contract. Isn't this what they have sale people for? To explain what you are getting? DON'T TRUST FRONTIER COMMUNICATIONS!!!
CONNECTICUT -- One of the many that were forced to change from AT&T to Frontier. Had trouble all the way back from the split between AT&T U-verse and Internet from combined billing. Had $500 slapped on our bill when the split occurred because they think we did not pay overdue cellphone bills, but because it was overdue and combined billing was splitting for some reason decided to transfer the balance to Internet and apparently the way their systems are set up cellphone services can't see that this transfer happened. Cell phone services told me I paid it and don't need to pay this again. U-verse tells me I didn't pay it and I have to pay this and if I paid them, to give them proof.
When I provide evidence they tell me these payments were being all made a month behind and we still have one month's worth left. They say $500 is what's left after I've paid the payments I provided evidence for and because I don't have evidence for paying this residual $500 balance, I must pay it because I didn't, getting all the while angry that I do not understand. Yes, we were behind but with all of the payments we made, I can't possibly wrap my head around how after paying $500 already, we have another $500 left to pay and how in the world one month's worth is $500.
I've been very stressed with this situation for a few months now trying to figure it out, also not having the financial capability to pay another $500 at the time. I thought AT&T was bad. Most of Frontier Communications customer service was unwilling to even communicate. 9 out of 10 times, I would get a delinquent, uninterested, incompetent/unknowledgeable, customer representative that most of the time let me speak certainly were not listening or did not care as they simply refused any possibilities for credit on the account.
My worst experience was with a woman who after I told her my situation with my troubles with AT&T wireless and Internet and therefore this current balance with Frontier, she condescendingly and truly confrontational told me wireless is internet. When I told her when I said wireless I meant cell phone services she replied with, "Oh, well, you're wrong, these aren't cell phone charges these are internet charges." With the same delinquent attitude. Not only was she not listening she was expressing to me how much she could care less.
She also made it clear to me that there would be no chance of any credit on this account and that, "You will pay the full $500" with the attitude that she had the final say, and there was nothing I could do about it. When she saw I was speechless she laughed out loud at me mockingly. And when I said "okay, thank you, bye," because I had nothing left to say to her, she said bye still laughing. I am not exaggerating or fabricating any part of this conversation or situation, this is the way it happened nearly word for word, and I had never dealt with such an unprofessional "customer service representative".
After this was another series of calls with average 20 minute hold times, and each time I was given a different reason why they could not adjust the balance on my account, sometimes telling me the system would not let them or it was a policy not to adjust any balances after a customer had decided to disconnect, etc. I finally came across a sensible, competent, and kind woman whom upon hearing my situation almost immediately began to see what she could do, giving me a $50 credit within moments.
Her actions proved to me the previous representatives I spoke to either did not know what they were doing, we're lying, or really just didn't care enough. Although a $50 credit is not exactly what I was looking for, it was better than nothing. I had lost too much time with phone calls and research into AT&T cellphone bills, previously combined bills, internet bills, and our bank statements that spanned the past year and trying to figure out what happened with this transition, how this transition was happening, what information each department had and did not have, and what went wrong where, when, and how with our account.
We were also reluctant to get a lawyer to sue because we could not afford a lawyer at the moment as well. At this point, we just needed out and nothing to do with the companies, particularly Frontier Communications, seeing as the vast majority of customer service gave the impression they did not care about their customers and engaging in communication itself was a difficulty. I don't know what went wrong and where with AT&T and Frontier communications, but something went wrong somewhere seeing the absolute mess that has happened since the switch in Connecticut.
I've paid what they asked for and am not coming back to Frontier Communications. However I do hope Frontier Communications clean up their act if anything for the consumers in my area including myself who do not have that many other options for Internet and most opt for Comcast, another big company that do not have the best reviews, so that competition may provide perhaps better service for both customers of Comcast and Frontier communications.
PULLMAN, WASHINGTON -- Let's rewind to when I first stumbled upon this company, it was on a Sunday, which technically they weren't supposed to be open, but whatever this means that I should have been one of the first people to have spoken about acquiring their services. I would say that I arrived in Pullman a week and a half before the semester was going to start. With that being said, if you're familiar with Washington State University, and as I'm almost positive, with many other Universities, there is a week of welcome when a majority of the returning students or new students arrive and get settled in, right? Now, back to why I'm upset with this company.
I get everything set up, the sales associate was giving me his two-cents about why their service is great and how it's better than the competitors (that's not very hard to do), and I just needed an ISP that won't disconnect me, buffer when I want to stream, or go on Netflix. I was told that with the basic 7 mbs connection it should be totally fine. Awesome, I get that, pay for it, they take MY money and then they tell me that my install date would be the Wednesday after next week. My initial reaction? What in the world? You take my money and then give me an install date in which I would have been attending classes for a few days?
I said fine, whatever if anything sooner opens up let me know. A couple of days later, I call the main office for Frontier Communications, and I was told my install date would be MID SEPTEMBER. What's even worse is that my friend, who signed up for the SAME service was given a modem the day they signed up and was told their internet would be set up THAT THURSDAY. Long story short, I complained to the manager, to the main Frontier office, and demanded that they give me an install date that is before that semester starts. I was told someone would call me back later that day before 6 PM Central Time Zone to give me a new install date. I never received that call.
After over a week of trying to get a hold of someone, I get a call from the Sales Office in Pullman, and they tell me that my install date was changed back to that previous Wednesday date and that it was great that I got that install date. After all this crap, after all this waiting without internet to check online courses, check back in at home, etc. the internet was finally installed and I assumed that would be the end of it, but it wasn't. I'm paying for the 7 mbs internet connection. So why am I getting 1.5 mbs delegated between three people and over 6 mobile devices?
I have never been so disgusted to do business with a company, but I have no other choice, it's this company or a very VERY similar company that is more expensive. As soon as Fall and Spring Semester is over, I'm going to cancel services and attempt to get Xfinity to Pullman.
BLOOMINGTON, ILLINOIS -- Ever since Verizon discontinued service in my area and sold out to Frontier, my problems have been never ending. Poor quality phone and internet service, bad customer service, erratic service visits and problems only temporarily fixed are just the beginning.
Today the last straw: I called yesterday to report (again) no dial tone on my landline and subsequently no DSL internet service now. Was told someone will show up anytime from morning to evening. She couldn't say when because "technicians take the calls in the order they are received". Whatever. I waiting till afternoon and still no one showed up. Called to check. Lo and behold, my service request was never entered in their system so yet another day of no service from this no-service company.
Their cancellation fees are terrible so when this contract ends, I'm history. Never ever ever contract with Frontier Communications! They aren't kidding: it's like being in the wild Frontier with them - you can't depend upon them.
THORN HILL (GRAINGER COUNTY), TENNESSEE -- I'd like to express my complete and utter astonishment at the lack of, or maybe I should say extremely poor, customer service. I have never in my life dealt with a company with such disregard for the well being of their customers. I am so dissatisfied that I have now decided to make it my own personal mission to see to it that a company with better service finds this area you seem to have a monopoly on as someplace they would like to do business. I don't have time for such ventures, but I'll make time for this one, you seem to have such utter disregard for the hard earned money of your customers that I'm sure you won't miss a thousand users.
Explanation? Of course, not that I think you'll care, but I intend to tell this to everyone I talk to, so you might as well be the first. I've had your service, phone, which I don't use, but am required to pay for in order to have DSL, which is the slowest in the country and barely surpasses satellite speeds, and in the package deal I took Dish Network for TV I rarely watch, for about 2 years now. The prices are exorbitant, especially since the only service I truly wanted was broadband internet. I'm a computer consultant and require a decent internet connection to do my job.
Unable to secure a better service at the time, I just accepted the poor performance, until this week. On Wed morning I noticed a definite crawl to my internet speeds, thinking through the basics I did a speed test, and found the connection less than half the normal rate with varying results between 200+kbps to 500+kbps... I contacted the tech support via phone and after going through the push 1,2,3 and so on, I was told they were having issues in my area and working on a resolution...
OK... shrugged it off and went back to work... Wed evening I discovered it was still crawling, and logged in, this time via your web site, live chat... this technician could find no reason for the slow down, we went through various troubleshooting issues, including the elimination of my router and all computers accept one on my network, even tested a second system directly to the modem, to insure that it was not a problem on my computer...
No change, speed's crawling... he issued a trouble ticket and told me that a technician would take care of it tomorrow (Thurs the 18th). OK, I wasn't told I needed to be here, and figuring according to the tech's troubleshooting that it wasn't in my lines in the home, or in my modem, which was responding with all the proper signals... So I went to work... As I said earlier I don't use my home phone, never answer it and I informed the tech support of this and gave them my cell number, and told them if they would give me 30 minutes notice on that line I would be here if they needed to get in the house. He said this was fine...
Thursday rolls around, I go to work, come home that evening, no call, I figured great, they found the problem and fixed it.... I get home, no deal, same slow crawl... reset the modem hoping it would take care of it after the repairs I was sure they had made...Nope... Logged in again... it was too late at night on Thurs, so I had to wait until Friday morning.
This tech, now I got smart enough to write down a name, not that it helped, could not find any trouble ticket from the day before, had no idea what I was talking about and started all over again with troubleshooting, even though I explained my expertise with PCs, and the fact that I was absolutely certain it was not in my system or my house wiring, enough so that I was willing to pay someone if I was wrong. He insisted on connecting via webex into my system, 'to get signal info from my modem' which I suggested that he just tell me what he wanted to know, since I only had a 10kbps upload speed and it would be a crawl...
He insisted so we made the connection, he was obviously manning more than one support call at a time, and the delays between his actions were worsened by his inattention. I sat here for 45 minutes while he pulled up a browser, logged into modem, and then proceeded to shut down running processes on my system without my OK in order to determine that it wasn't my system...
This infuriated me when I could have logged into the modem and copied the entire signals page and typed it out to him in less than 5 mins, instead he nosed around in my computer and tied me up for almost an hour to determine that he was going to have to open another trouble ticket for the next day, Sat, the 20th... Great... Again I gave him my cell phone with instructions to call... After getting off the phone with him, I happened to go around the house to the other door and discovered that a tech had left a modem with sitting on the deep freeze, it has been raining here for a week non-stop and he left it sitting on the freezer in the rain.
This was left on Thursday when they didn't call to let me know anything... the note simply said, "no problem found, here's a modem, maybe it will help, you might need to program it." OK, I brought it in, luckily it was in plastic inside the soaked cardboard box, and had not gotten wet. Just to be sure moisture was not an issue, I laid everything out and let it dry while I went to work on Friday... Came home Friday evening and tried the new modem... Same result... So having an open ticket I waited for Sat and hopefully a tech to solve the problem....
I waited until about 10 am on Sat the 20th and hadn't heard anything... checked the speed, same issue, I called to check the status of my trouble ticket, as I was told my ** I could do, the lady informed me that she had no way of knowing rather they would be out am or pm and that she was in a call center in Florida.... Lot of good that did me... I told her I needed to run some errands, but since this was going on the 4th day or problems I would also like to get this resolved, since I was paying over $100 to have internet that was crawling... She said she had no way of knowing... but gave me the 800 number to the local dispatch office...
I called this number and got the most irritating person on the phone I have ever spoken with, if she was an employee of mine, I would have fired her immediately and probably put out a warning to never hire any of her descendants... She answered the phone: "dispatch" I told her my name and explained that I had a trouble ticket, but needed to go to town and run some errands, just wanted to know if the tech working my call would be doing it in the am or pm, so that I knew rather to go now or wait till he came by?
Instead of any sort of courtesy or acknowledgment of my question, she responded with: "who gave you this number?" I said "I got it from the line trouble tech support call." She said "what was her name?" I told her "I didn't write it down." I then proceeded to give her my home phone number to look up the ticket and the ticket number and all she said was "he's working on it now." That was all she was going to give me, so I resolved to wait... and wait... and wait some more... That started at 10 am, finally about 3:30 PM I decided to check the speeds again and call back and explain to miss congeniality that I would like an update...
Lo and behold, the speeds were back up to normal... seems they must have found a problem some place and didn't even bother to call and see if everything was OK on this end, or to let me know I didn't need to sit around and waste the rest of my entire day waiting on the tech that never showed up! Infuriated? Oh that word is nowhere near large enough. I'm going to give you the same service you gave me, I'll be pushing this letter to the desk of everyone I can get to read it!
WEST VIRGINIA -- Upon first calling to set up new service, I was given a 2 week out service date! On the day of installation you are given a time of 8 am to 5 pm. I stayed at home the entire day and no one showed up nor called from the company. At 4:30, I phoned them to see and was informed that the service would be the next day. So let me call my work and state I need another day off at the last minute. Employers truly appreciate that. I was told it be put before any service calls that next day but again would be between 8 and 5! I waited again!
A technician finally called that afternoon and stated he'd be there in an hour... hour came... hour went, no technician. He did finally show but by that point I was angry and sent him on his way so that the could waste his time as much as mine had been wasted. In calling the Area Manager, I explained the events and was given 1 free month of service if I agreed to have service installed. I agreed in that they have a monopoly in our area. I get the first bill and of course there was no credit given as well as additional charges for the installation that I was told would be free from the very beginning. They adjusted the bill. Problem 1 resolved.
Problem 2, on that bill, my name was completely wrong as well as the account # as they use your home number as part of the account #. I spent over an hour on the phone getting all the credits and service issues resolved. Problem 3, they assigned my home number to another customer. I went to use my home phone and there was no dial tone! Find out at that point that's why my account # was wrong! I went without service for several days until they were able to reconnect it.
Problem 4, bill comes in for the second month and I have long distance charges on the bill that exceed the cost of the unlimited call plan that I was signed up for! I again had to spend 30 minutes on the phone to get credits for those charges. Problem 5, I am to the point this company just HATES me! Our Internet service does not have a good signal as well as keeps going out of service altogether. I called after at least 5 times of resetting the modem. I was told that a ticket needed to be put in and that I would be scheduled for the following day. Not expecting them to come, due to their history, I just went on went my day however would expect them the next day to be here.
On day 3 of no reliable Internet service, I get a call stating they'd be here the following day! When I started to complain, the ever so polite representative tells me in the middle of me speaking to have a great day and hangs up. Talk about angry. I was angry. I made my calls to the managers once again and am to have service today versus tomorrow. We'll see!
Basically, this is it for me. One more issue and they will be pulled out of my home and I will do without Internet service. If you have a choice to use another service, I would highly recommend using the alternate service. It takes so much time and effort to be a customer of Frontier which to me is not the way it should be. Good Luck!
ROCHESTER, NEW YORK -- I recently contacted Frontier Communications because of the modem I have. I kept trying to tell these idiots that the internet keeps going out and that I needed a new modem. The person proceeded to tell me that there was nothing wrong with the signal. It took everything inside of me to not use a few choice words. They do not seem to listen to the customer at all. I have a bundle through these morons and I am shopping around for something better. Hear me clearly, DO NOT DO BUSINESS WITH THIS COMPANY. THEY ARE THE WORST COMPANY EVER!!!
TWO HARBORS, MINNESOTA -- I live in Two Harbors MN. Frontier is our only option for residential phone and Internet. I have been a customer in good standing for over 10 years. There are no bounds to how the policies and services this company provides have let me down. They over charge for all of their services. I notified them at the beginning of the year that there was the possibility I might be moving out of their service area at some point during the year due to the sale of my home, they told me that the 1 year contract they impose each year on every client would not incur me a cancellation penalty if I moved out of their service area.
I just got off the phone with them and now they are charging me a $100 cancellation fee for terminated my one year contract early. The kicker is... I never signed a contract. Their "contract" is a "term of service" period they put on their bill each month and automatically renew each year. I even asked them at the time of my phone call if they could send me something in writing saying if I moved out of their service area that this fee would not apply and they told me know that it was always waived if a client moved out of their service area. THIS IS BAD BUSINESS and they should be punished.
I even had the name of who I spoke to and the date of the call where he told me this and they still did not care!! How can you trust anything they say? Not to mention their phone and Internet service is completely unreliable in our rural area. If you can avoid using this company - do so at all costs.