LONG BEACH, CALIFORNIA -- I discovered on Friday the 8th of April I did not have phone service. I called Frontier immediately and was told that they were very sorry for this inconvenience and that I could expect a technician at my house on Tuesday, April 12th. Later in the afternoon I discovered that I also had no television signal. Tech support told me that, indeed, I did have a problem and that the technician would be to my house on a Promised Date of Tuesday, April 12th.
I must also say that it was extremely difficult to determine what these tech support people were saying because the sound of their voices was extremely muffled. It was if there was a piece of cardboard between their mouths and the mouthpiece on the phone. I kept having to ask them to repeat what they were saying. I was assured that if it was possible for a technician to get to my home sooner than the 12th (which was FIVE DAYS AWAY) I would receive a phone call. I asked what number they would be calling and they gave me my own phone number. I told tech support it would be difficult to reach me at that number since it DIDN'T WORK!
On "The Promised" date of 4/12 I was told that the technician would be at my home between 8:00 am and 5:00 pm. At 3:00 I called because I was getting anxious that he would not come. I waited the mandatory 20 minutes to be able to speak to support tech; after a long wait to check on my work ticket, I was informed that the technician was on his way to my house. YEA!! At 4:45 he still had not arrived and I called back, waited the standard 20 minutes, only to be told that the technician had made a notation on my work ticket that he had tried to call me the previous day (Monday, 4/11) and couldn't reach me so dropped my ticket.
The tech said she would be happy to schedule another work ticket for me. I asked if that would be ANOTHER five day wait and she said she would have to check her calendar. I then asked to be transferred to Customer Service so I could discontinue service. I waited another 45 minutes for customer service to answer. When I told the customer service person I wanted to cancel my service my phone was disconnected!!! I called back to customer service only to be disconnected again.
I made two more calls the following morning to customer service and had to disconnect from both of them because I could not understand a single word they were saying because the sound was so muffled. One of the service agents got my alternate phone number and said she would call me right back. No call!
I FINALLY called a different phone number and immediately got ahold of a Customer Service Rep that I could hear clearly and distinctly. What a relief. Told him my story and the rest was easy. He was very polite and listened to me. I asked him whether he could request his bosses to instruct the service techs to stop telling people to "Have a nice day" after they have been screwed over for the past five days.
MONDOVI, WISCONSIN -- Satellite Internet is ridiculously expensive for the limited data you are allowed each month. Frontier told me that they now had up to 6 Mb DSL service in my area when "selling" me their product. As I already had them for a landline (they are the only game in town out here in the country), I purchased their Internet Service. In the beginning I had 3+ Mb service, but now am lucky to see 1.5 Mb. In fact, when I try and use the Internet at peak volume times (usually the evening) I can often only get .6 Mb, which is slower than dial-up service!
I called Frontier and they told me that although it was indeed 6 Mb service, I was near the "end of the line". And as such everyone before me got first dibs on the Internet signal. The customer service representative was very friendly and told me that upgrades were being planned, but there wasn't a specific time table for this area.
I filed a complaint with the Consumer Protection Bureau and another higher-up, Frontier customer service representative called me. He basically said the same thing, and that he understood my frustration and each talking point I made, but said that things were always changing and he suggested I check back in 6 months to see the progress of the upgrade schedule.
The CPB asked me if I was satisfied with Frontier's response to my complaint considering I was paying their lowest possible price for the service ($20/mo.). I said "NO". My point was that it wasn't the fact that the Internet was slow, but rather that I was sold the prospect of 6 Mb service. Had I been told that in reality it would be less than 2 Mb on average in my area (can't stream movies, and my Internet Radio sometimes even stops working!), I may not have subscribed to Frontier. Even at low peak times (mid-day) I cannot get 3 Mb speed, and that's 50% less than they advertised!
To me, that was blatant misrepresentation of their service, and did not represent what many of their end-users experience with their service. It is no surprise to find SO MANY negative reviews of this company on-line. But, with the corner on the rural service market, they don't need to have a consensus. If they were honest about their end-user speeds, they would probably lose business - and they can't afford to do that!
In Frontier's last response to the CPB they flatly stated that they were charging me their lowest rate and that Frontier has NO PLANS to upgrade their service in this area - which is a far cry from what they said when I initially spoke with them. No wonder their customer service reps are so nice on the phone - they have to be, because they are either being mis-information to pass along to us customers, or they are flat out lying. And, it isn't a big enough issue for old Uncle Sam to pursue, so here we are, sucked into a lie and having to live with it.
I see that the Federal Gov't is giving Frontier millions of dollars to improve their Internet service to rural areas. Let's hope that they help the truly rural areas that need decent basic speeds (I don't care about the 60 Mb you can get with cable) - like 6 Mb full-time speed anyway! Being wary of the situation, however, it wouldn't surprise me if Frontier didn't simply improve their services to the "urban/rural" areas closest to their competitors to try and lure in business from them. And why not? We who are truly rural are held hostage to them if you don't want to pay Satellite Internet fees!
FLOWER MOUND, TEXAS -- After switching from Verizon FiOS to Frontier, we experienced an internet service outage that lasted a week. We tried to call in, waited on hold for an hour, only to be hung up on when it finally connected to a person. After another hour long wait, we spoke to a service representative who walked us through several different versions of "unplug it and plug it back in and see what happens". Nothing worked. Tech then determined that it wasn't the modem and that they would send out a mobile tech, with first available appointment 4 days out!
The day before our scheduled tech visit, I got a robo-call saying our service had been repaired. WAN indicator was still red, so not sure how they figured they fixed it, but bottom line, it was still unresponsive. Worse, they canceled our trouble ticket when they 'fixed' our problem, so we had to reschedule for another 3 days out (total of 7 days since we reported the problem).
The next day, which was our original scheduled visit, we saw a mobile tech at the end of our street and flagged him down. He was kind enough to look at our modem and noticed that the address ID of the box didn't match what was in their file, so he replaced the box and updated the ID. Still didn't fix the problem. He gave us his phone number to text or call if it still didn't work, but no answer when we tried it.
Next day, same story. We flagged down a tech and he said that he just came from a customer down the street with a similar problem and he couldn't fix it for them either. He called his office, checked something on the box, and left, again leaving a number that we called and texted WITH NO RESPONSE! Finally, on Monday, with no call from either the customer center or one of the two techs who visited our house, the service came back on. Only way we noticed it was that one of the kids noticed that Netflix came back up.
I understand that technical difficulties can and do occur, but the absolute lack of concern when I spoke to the representatives of this company is inexcusable. To a person, their attitude was "I could care less if you do or don't have service, and I care less whether you remain a Frontier customer or not". Unbelievable.
Today I got my bill for $138, and called in to see why they expected me to pay for a months' worth of service that I didn't even come close to getting, and got more of the same. Total offered - $30 in bill credit after spending hours on the phone on hold waiting to talk to somebody, weeks without internet or landline and indescribable frustration at the lack of concern and accountability. Time Warner Cable is the only other service provider in my area. Online reviews tell me that they are probably more of the same, but I'm going to find out.
NORLWALK, CONNECTICUT -- The worst experience ever by dealing any companies in 20 years! This company is like a poison ivy, stay away! I was lured by their salesman to buy a internet+phone+TV package for $80/month. The sales guy said "that is all, no installation fee". So I agreed to give it a try, but still keep my old Optimum services just in case. It took them two weeks to install and turn on internet service and then the real problem came - the TV service, which was provided by DirecTV could not be successfully turned on because direcTV could not find any satellite signals.
I called Frontier. They said they could not do anything about it except I myself to call DirecTV to cancel my TV service and then call them again to cancel internet. I called DirecTV and cancelled TV service, but when I call Frontier to cancel internet, their customer service lady said I should try Dish Network since Dish's signal is 4 times better than DirecTV (no idea why they did not recommend Dish in the first place), and there is no cost to get Dish installed. I waited for another 10 days to get technician from Dish network to drop by and he told me "no signal at all".
While I have to call Dish to cancel TV service and call Frontier again to cancel internet service. This time it was cancelled and I mailed back their modem. I thought this was over, but today I got a bill of $400 said I have installation fee, TV fee, internet service fee, blah, blah. I called Frontier and their explanation was ridiculous - "sorry TV did not work, so we will waive you TV fee, but the other fees can not be waived since you used Frontier service."
I told them I did not use Frontier service at all since I still keep my account with Optimum all the time and been using Optimum only these days. I told them to check the phone and internet usage and they will find out I did not use it at all. Astonishingly, they said they do not check data usage, they only check if my modem is on or not, so since my modem had been turned on all the time, they count me as "using Frontier all the time".
Very rude, very unreasonable, a lot of lies and tricks from sales to customer service. I will not feel surprise if this company goes bankrupt in a couple of years. They can just ruin their reputation this easily. I will tell everybody I know about this experience- in just 15 days, I had many hours back and forth phone calls, stressful argument, long time waiting in the queue to get an agent to talk, failed service and finally a $400 bill. It is a nightmare!
NEW BRITAIN, CONNECTICUT -- It has been three month and counting where I have been waiting for a refund of a installation fee of $99.99 that was suppose to be waived. I am a new customer to this company and decided to go with Frontier communications. So I got my first bill and thought it was a little too high, so I decided to call in. I was told that I was not suppose to get charged a installation fee because I was a new customer and they will waive it if I paid the full amount. I paid the bill in full and then the representative said I will see a refund with 1-7 business days. I called back 3 weeks later, a different representative told me they will need to give a credit for my next billing cycle.
I explained that I just wanted my money back on my card because I was told all I needed to do to get my refund was pay my 1st bill in full. So the representative informed me they will just send me a check that I needed to wait a MONTH for. I said fine. I did not mind. A month goes by. STILL NOTHING in the mail. I called back, spoke to someone ELSE. I stated AGAIN that I just wanted my money back because that's what I was told multiple times. Due to the fact, the first person I spoke with explained to me that I was not suppose to be charged in the first place.
Now a different representative explained that I will have to wait and took the last digits of my card so I can get a refund. So again I called back a few days after waiting patiently. For a third time, again I was told I cannot receive my money. Now I was told I'll get a gift card because it was their fault that they mistakenly charged me for the installation fee. I said fine. I asked for a email regarding this offer so I won't need to call back. And nothing. It has been 3 MONTHS I HAVE BEEN WAITING PATIENTLY, CALM AND BEING reasonable. I have been calling since before May 7th, and now it is July 19th.
SEAL BEACH, CALIFORNIA -- If you're considering Frontier... DON'T! Bay Hardware relies on the internet to run its software tracking 16,000 items in stock. We also process credit cards over the internet. Yesterday morning we discovered that we were without internet service. We immediately contacted Frontier. The best they can do is to put us in line for a service call sometime by 8:00 pm on WEDNESDAY! 6 days to get someone on site!
The reason they are giving is because they have so many outage complaints. What is a business supposed to do in the meantime? Have they done all they can to respond? Have they flown additional technicians in? Have they put all available technicians and vehicles on the road? I spent 3 hours this morning (from Illinois) on the Frontier service chat line, and all the while I had them on the telephone as well. All for naught. They say there is nothing more they can do. They "understand", they say. I think not.
Assemblyman Mike ** has set hearings on the problem for May 18… If you are anywhere near as angry as I am, drop him a note... http://asmdc.org/members/a43/. Please copy/paste to help me get the word out. Big companies are walking all over us and they just don't care.
PLANO, TENNESSEE -- Was switched from Verizon (didn't ask for it just was switched). Nothing has worked correctly since switch. Was told to wait a couple of days after 1st phone call. 3 days later called and was told they would send someone out next day. No one came next day. Called, they said they were backed up and would send someone out next day. Waited, no one came. Called, was told no one was coming out and to be patient. Ok 21 days later still patient. Cannot access the online service to see what is going on, no one has an answer, still nothing works.
Got a call yesterday saying a technician was on route to my residence and I needed to be there. It was 9:30 in the morning and I was at work. Sorry can't just drop everything when they want me too. I was given the tech's number and told that I had to deal with it. So I called. This person was the only bright spot. He was just doing what he was instructed and would do a check up without going in and would reschedule whenever just had to call him back. Switching to TWC.
MONROE, NORTH CAROLINA -- I had Frontier service before and during that one year period I had to call the billing dept EVERY month because they were overcharging me, so cancelled my service. Do they put it on my credit report so in order to try and get it removed?
They promised me their service was much better, systems upgraded and all. I feel for it and my very first bill they charge me for a bundle package that I do not have, called in to have it removed as well as get a credit, waited 30 days for processing accumulating late fees while waiting and then they tell me my credit was denied. READ CAREFULLY. I'm denied a credit for a service I do not have. Frontier is garbage. I wouldn't recommend it to anyone.
CLARKSBURG, WEST VIRGINIA -- Not only is the internet service substandard, but customer service is just as bad. I pay for "Up to 6 Mbps"; the "up to" is how they justify such poor service. I am lucky to get 1.4 Mbps download and 0.2 download speeds. Typically my download is 1.2.
I called technical support and they set a service visit for Saturday. I cleared my day so I would be here. Instead I got a call saying I had been taken off the schedule. They rescheduled me for Monday - and told me I would have someone here before noon. No one showed despite several phone calls to Frontier during which I was repeatedly told they were coming. I had one support person tell me they could still come as late as 9:30 PM. I hung up on that one.
So here it is Tuesday and I have called again. The tech support told me I have a visit scheduled for today, "February 22". I had to tell her that today is February 23. I am paying a monthly fee for a service contract so someone can come out to check my phone lines. Apparently they offer a substandard maintenance plan to match their substandard service.
NORWALK, TEXAS -- Used to be Verizon customer with an additional line for $9.99. They were supposed to honor contract but charge me more for slower speed. I always pay in full early. Charging me twice for same additional line on a phantom 2nd bill. Sending bills saying I owe hundreds of dollars. Tried repeatedly to fix but the erroneous bills keep on coming. They always say they see their error after 2 hours on the phone every 2 weeks for some problem or another as a result of their billing confusion, now impacting my credit rating. Atty. General of TX and office of Consumer Affairs may get involved.