JUSTIN, TEXAS -- We are provided the slowest internet we have ever experienced, with Frontier. It literally works HALF the time. When it does "work", it skips, lags and is overall terrible quality. We just received a bill, again, receiving the slowest speeds, for $102!! FOR WHAT?! There was an initial increase of $20/mo (Which we did battle, unsuccessfully), and now an extra $30/mo, totaling the $102/mo.
We have not exceeded any minimums as we do not have any. The internet would have to actually run to exceed any minimums. They increase however they see fit. If it is not one greedy company trying to rip you off, it is another. I will be cancelling tomorrow. I STRONGLY RECOMMEND WATCHING YOUR PLAN AND WHAT YOU ARE ACTUALLY PROVIDED, EVERY MONTH! They WILL slow your provisions down and increase your bill. I promise. They prey on the unsuspecting.
Obviously, I meant "Did not go over MAXIMUM/CAP, as there are none".
IDAHO -- Let me start with what will probably be most helpful to others. First, be prepared for crazy long hold times. Every time I call, I have to wait on hold for at least 30 minutes and today it was over an hour. And when they have to transfer me, there's a wait time for that too. Every time I talk to an agent, even after a transfer, I still have to go through the same barrage of questions to verify who I am and be told about how I will receive a survey via email, which I never do actually receive.
Of course you also have to be ready for phone calls to get dropped. That's happened to me probably 5 times or so. Because they ask every time for a good phone number to call me back on, you'd think, when I do experience a dropped call, that I might actually get a callback, but no. I'm 0 for 5 in that department.
And don't get me started about their technical expertise. I am an IT guy with 15+ years experience and it's very clear to me that there is nothing technical about their tech support. These guys/gals, while fine in the politeness category, are nothing more than regular call center agents with a script and a couple of desktop tools.
They don't understand how to configure the modems, can't answer any questions about the different settings and many have flat-out stated incorrect technical information. Considering they are supposed to be tech support, their lack of troubleshooting skills and basic common sense is astounding. And I've talked with at least 10 or 12 different agents over the last couple of months so I don't think it's just my bad luck.
Needless to say, my overall experience with Frontier has been a disaster from day one--starting with the fact that I had to call 3 different times to find someone who could figure out how to get me service at my cabin. The installer showed up a day early and then configured everything wrong and it took 2 more weeks to get that resolved. If there was ANY other option in our area, I would switch in a heartbeat.
SARASOTA, FLORIDA -- I hate Frontier Communications, they took on more than they are capable of handling and refused to just accept that and credit the account they robbed from. I lived Verizon until they sold to Frontier. The Verizon FiOS service was wonderful and I never had to call them for anything. Frontier took over and suddenly I no longer had HBO or Starz. I called their so-called customer service several times to no avail. They could not figure out how to get the channels working again BUT they continued to bill me for it. Then I cancelled my service altogether and they continued to bill me. They refuse to remove the negative mark on my credit even though the charges were incorrect.
PUTNAM, ILLINOIS -- I have been a loyal Frontier phone client for years - forcibly, Frontier is the only phone service available where I live. I have recently mail from Frontier advertising $62.50 phone and Elite internet service - not really Elite, a max of 25 Mbps. Being I pay $62 already just for phone, I figured it would be worth a shot to call them and ask about adding the internet. When I inquired about the promo, the customer service representative said, "Uh-uh, you don't qualify, this is for new people only." I was polite and patient and asked if there were any promotions for existing clients.
After waiting 18 minutes she came back and told me, "No, you have to pay full price and there are no specials for existing customers for adding services." I told her their customer service was severely lacking and the reason they need new customers is due to the number of people dropping their service. She said, "Well, if there's nothing else I can do for you, have a good day," then hung up on me. Worst customer service I have seen in years!
HEBRON, ILLINOIS -- My service was always dropping. I had to reboot the router all the time. Sometimes 4 and 5 times a day. I had called many times to complain. The service never got any better. One time when a tech came out he put a new line across my patio and said he would be back to take care of it. He just wanted to get the internet back up again. The line is still laying across the patio.
They even sent me a new router. Finally I decided to get a different provider. I called and canceled the service 10 days before the end of the billing cycle. Then today I receive a bill for $9.99. When I called I was told it was a fee for canceling my service. When I called about the bill I was told they had no record of any problems and they would not take the cancellation fee off.
OREGON -- I moved and thought I could take my service with me. That was my first mistake. I spent many hours on the phone with customer service trying to move my service and figure out why it wasn't on. Hours passed, turned into days, turned into weeks still NO SERVICE.
I talked to many many reps, and although they were all very nice, I still didn't have service. Then the only thing that made sense was maybe instead of moving my service to the new address 4 blocks away, maybe they created a new account giving me 2 now. I called and tried to explain this to three different reps on as many occasions, they chose to argue with me saying I didn't have 2 accounts. They must not have checked because on a 4th (about then, there were so many calls made I lost count).
I FINALLY found a representative who listened, investigated and took the time to find the problem. He told me he would credit the finally balance of $41.00 for all my troubles. At one point I was in tears. He would make extensive notes on the account and would transfer me to a supervisor. I was elated. Then during the transfer I got disconnected. When I called back I had to start all over again. FRUSTRATION!! I called Comcast after 5 weeks of dealing with Frontier, Had service that same day. That was in March 2018. It is May 2018 and I got a bill from Frontier for $41.00 that was credited. THAT CAN'T EVEN DO THAT RIGHT! The incompetence was overwhelming.
STAMFORD, CONNECTICUT -- On three occasions in 6 months, in phoning about technical issues, the "support" people said they'd upgrade me, you while still giving me a lower rate. I'd be a fool not to say, "Yes." However, on subsequent billings, this was not the case. I must have spent a total of 4/5 hours on the phone having the billing dept. "adjust" my statements. I'm assuming it's simply the salesperson making his or her commission and not giving a hoot about future customer consequences.
Furthermore, having called the tech support and billing departments about 25 times within a 6 month period, I gave the “Customer Retention” people a chance to keep me as a customer by lowering my monthly cost (which had doubled, yes doubled, overnight) to a quote I received from a competitor for the same package deal.
Let's just put it this way, the “Customer Retention” department should really be called the “Customer Rejection” department. I actually spoke to a total of three, no-talent employees who really shouldn't be working in this field. I happily discontinued service. Frontier acquired the customer base of Verizon, which I had service from for over 5 years. I read that Frontier was losing customers in droves and now I know why.
TAMPA, FLORIDA -- Very long story - was with Verizon when bought out by Frontier in Tampa, FL. Price went up, decided to move away. Called them on Dec 6th, 2017 and asked to cancel service as of Dec 9th 2017 as I had Spectrum coming on that day to set up. I was told No problem. The representative did not mention about any billing. But the morning of Dec 7th, 2017 I noticed I did not have service. Called them and they said - yup you have been disconnected. I questioned why they did not wait till the request date? Their only answer was Sorry.
Now the second part of the issue started. I was sent a bill for 234 when my monthly bill was 144. They billed me till the end of January. I called and asked what this bill is. The lady informed me that normally the last bill takes about 2 months to flush out correctly. She asked me to ignore it. I got couple more bills and I called them every time. On the third call the representative stated Frontier does not prorate bills. I asked him to show it in the agreement. He sent me one but could not identify where it says bills are not prorated.
Even if they do not prorate, my billing cycle starts on 23rd of each month. They should bill me up to December 22nd not January 31st of next year. How did they come up with January if they do not prorate? Now they sent my bill for collection. They are unable to provide the agreement which says they do not prorate. I was not informed of it when I called to cancel.
DALLAS, TEXAS -- I was told if I signed up for Frontier Communications in my home they would give me an Amazon Prime Membership for one year on the day I registered. After I agreed to sign up I was told I would receive the membership the day it was installed. On the day of installation the crew said because it was a Saturday, they would have to wait for the business office to open on Monday to get me the membership login.
On Monday no one contacted me so I contacted them. They said they would email it to me in 72 hours. 4 days later I contacted them and they say they were "out of codes" but the new ones were available on 1/31 and someone would be contacting me from their sales office with my code. On 2/4 the representative told me I have to have the account for 6 months to qualify for the Prime membership. SCAM. SCAM. SCAM.
LONG BEACH, CALIFORNIA -- Everyone you speak with will tell you something different for the same question asked. I asked about porting my phone number and was told it would take 1 day to complete. I switched over to Frontier and now they are telling me it will take up to 30+ days and that I will need to call back every couple of weeks to check the status. The issue is still pending and I still cannot get someone to help me out. Expect the price that you are promised to not reflect on your bill. There will always be additional charges so be sure to always check your bill.