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Misleading Marketing
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Poor Internet Service
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

CLYDE, OHIO -- Frontier provides internet service to my mom in Clyde, Ohio. They never told her that for $70.00 per month they only provide 5 gbytes of data. She recently ran out and her internet slowed to a crawl. When she called Frontier, she was told she could buy more data at 2 GB for $15. However when her computer again slowed down 2 days later, Frontier claimed she had used the 2 GB. She explained that she had only checked email.

They insisted she buy 2 more GB so they could "track" her usage. She reluctantly agreed and Frontier said 2 GB would be available in an hour. Two hours later when her computer was still crawling. Frontier said their "tools" were down and her data might be available the next day. This company is totally inept and a real rip off. Avoid them at all costs.

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The shortest possible review
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MONROE, NORTH CAROLINA -- In an effort to save money and extricate myself from my current ISP I thought that Frontier, as the only other ISP available in my area could be a good deal. I read all the reviews; and for Frontier there were not a lot of GOOD reviews, but taking a leap of faith the size of Snake River Canyon... I ordered. That was last week.

Today at 4pm, the close of the window for installation the tech had still not showed up. The voice on the phone from Texas said first that no tech had been assigned and then said that a voice mail was left at my contact number. For this first time I am aware of my Google Voice account, which snagged 14 other voice mails today, didn't catch the VM from the tech that allegedly called. Before I could even say "Hello Frontier", I said "Goodbye Frontier".

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Worst Company Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

MARTIINSBURG, WEST VIRGINIA -- Frontier communications is a joke. Worst company I have ever dealt with. They are incompetent!!!! I wouldn't recommend this company to my worst enemy. I signed up to get service 3 weeks ago and still don't have service. I have made multiple calls to them and have a several appointments scheduled for a technician to come out and each time I was still left with no service. The first appointment that was scheduled the technician didn't even show. How unprofessional is that. No call or anything. Like I said they are a big joke!!!! Do not deal with these people. Give your business to some other internet company.

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Poor Service - Ridiculous Price - They Call High Speed Internet With Speeds Equal to Dial Up
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

RHINELANDER, WISCONSIN -- I've had issues with the internet. I called numerous times always getting the runaround and being lied to. They keep saying I have high speed and charge me for it and today. I had a tech run tests after getting someone competent and he stated my speeds are slightly better than dial up at times. I ask for a credit and they customer service representative says that there is no record of calls. But, when I spoke to the Technical representative he "yes I see that you have had issues for quite some time." Be warned!!! I highly recommend you never sign up or use for Frontier Communications in any way!!!

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Absolute Worst Cable Company
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NEW HAVEN, CONNECTICUT -- I have had nothing but problems w/ this terrible company, from billing issues to supervisors who don't care about the customer. I'm done! Back to Xfinity. I go proudly.

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A Company I Would Never Use Again
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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I'm Paying This Much for 1.5 mbs.
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Worst Repair Service Ever
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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 the 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.

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Internet Issues
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!!!

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Frontier Communications Rating:
Star Empty star Empty star Empty star Empty star
1.0 out of 5, based on 33 ratings and
76 reviews & complaints.
Contact Information:
Frontier Communications
Three High Ridge Park
Stamford, CT 06905
866-573-9972 (ph)
www.frontier.com
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