DURHAM, NORTH CAROLINA -- I have had Frontier phone and Internet service since May 2012. When the service works, it is fine but at least four or five hours a month, the Internet goes down unexpectedly or moves at a snail's pace. The phone is consistently down or my telephone calls are so static filled, it is often impossible to hear the person calling on the other end. This problem usually clears up in an hour or two but what if I have an emergency? Must I wait an hour before I can call an ambulance or can call the police?
During the summer, I was without phone and Internet service for more than a week. The first tech showed up on day five (after my initial complaint) to say that he did not have a bucket truck. He then scratched his head and left. Nearly four days after the first appointment repair date, another technician arrived without a bucket truck which I asked customer service to provide. Thankfully, he climbed a ladder and resolved the problem.
When my bill was incorrectly charged I spoke to a wonderful customer service agent who gave me credit for the improperly charged amount--or so I thought. I paid my bill sans the credited amount and guess what, three weeks later my service was disconnected because the amount I thought was credited was not approved. We are talking about nearly $170.00--not pocket change. If you have another option instead of Frontier, consider that option first.
MARTINSBURG, WEST VIRGINIA -- We pay for at least 3mg, but in reality, we only get 1. So we scheduled someone to come out to repair the connection. A gruff and angry fellow, named **, comes two days early, with no telephone notice, and was completely rude to me about the fact that he is coming on a completely different date and time than was put on the work order. I am in the middle of studying and he want to use my laptop to complete his work? When I hesitated to give it to him, he started outright yelling at me.
When I asked him to stop speaking to me like that, he yelled at me some more and then stormed out of my house, slamming the door behind him. From the porch I asked his name, and he said **. I asked his last name and he told me, "Find it out yourself." I was shaking I was so upset! I called customer service and they informed me that they are supposed to have their own laptops and that he shouldn't have been there till the scheduled time. These people are totally unprofessional, and rude and act like they just got out of prison or something. Someone like that should not be working in customer service!!! Fire **!!!
PALMYRA, INDIANA -- Something has gone terribly wrong. The divestiture of Bell Telephone in the 1980's was supposed to bring about better service and pricing through more competition. Huh? What happened? In our area, we have no competition and are left with one very poor choice for phone service, Frontier Communications. I thought that Verizon North was terrible, until Frontier came along and proved that things can get worse. For 15 years we have experienced the same problem, which leads one to believe that the real issue has never been corrected. Dampness, or heaven forbid a good downpour, results in no phone service.
We hardly use the home phone and have considered canceling it altogether; however, I have two business lines that are down much too often. How do you explain to customers, that in this time of amazing technology, Frontier cannot manage to keep land lines functioning? It is so frustrating and very bad for my business!
BOTHELL, WASHINGTON -- Let's just start off that they are horrible. Not only are they rude, they are unreliable. I was told 8-12 so I wait, I call customer service and he tells me. "OH, We meant 8-5! Well this doesn't work for me. I have one day off so I can get my Internet back and my land line working again.
Ends up something went wrong and they weren't planning on coming out AT ALL! This has happened 3 times. They have missed 3 appointments and I have 2 children that need Internet to their homework. The customer service was horrible and they told me "We will schedule for next week ma'am." Wow, and they will most likely get to me between 8-5! I am a single mom, I don't have time for this! Never deal with them. 3 strikes and they are out!
PORTAGE, INDIANA -- We cancelled our Frontier account in December 2011... had no standing contract so there was no problem with cancellation. We had applied for a phone/internet service without a contract back in the July/Aug period. As of December, internet only had been supplied, so we ended up canceling the whole thing, with no costs involved. I had however paid a large sum toward the account, because we quite often go away and I don't want to have to worry about my bills, thus leaving us in credit in excess of 200.00.
It's now mid May and I still haven't received my refund check. I keep getting the runaround about Frontier policy. Then was told three weeks ago the check was coming and I would receive it finally within the week. Now I am told another almost another ten days before I receive it.. this is legal thievery!!!! Apparently, takes three billing cycles after cancellation, for the check to be issued, thus taking us through to the end of March, so I should have had my check six weeks ago. Now I am told, that after the three billing cycles, the check is issued but will then take 30 'business' days for the check to be received by myself.. what a load of rubbish.
I know for a fact that there is NO WAY I would be allowed to owe Frontier money for this period of time and get away with it. I am sure someone would have been banging my door down by now.. so come on Frontier... by fair and give me MY money back.. IF you are planning on having an account with these people never pay in advance like I did.. FRONTIER DON'T LIKE TO GIVE IT BACK.. THEY WERE AT FAULT, COULDN'T GET THEIR ACT TOGETHER AND GIVE US WHAT WE ORDERED.. AND NOW ALL THIS SO CALLED POLICY CRAP!!!
CLARKSBURG, WEST VIRGINIA -- Frontier is attempting to rob my parents blind. My parents recently moved and terminated their home phone and DSL because they couldn't take their number with them and because the DSL wasn't that good to begin with. My parents were charged two penalty fees, one for "Term DP EDLP Term Penalty" and one for "Term HSI EDLP Term Penalty." God knows what those mean. Each penalty was 184.15 for a total of $368.30. Ever since Frontier took over Verizon in West Virginia, nothing has made sense. My parents never signed anything with Frontier. My parents never purchased equipment from Frontier.
My parents had continued to use their old Verizon DSL box which they paid for themselves prior to Frontier's takeover. My parents even returned their Verizon modem to Frontier because Frontier demanded it back, even though it did not belong to them. Then Frontier has the nerve to charge my parents outrageous fees, that were never mentioned to them when they cancelled their services. Frontier has yet to explain the fees.
Thankfully, I came to visit them, and I saw that they had a Frontier bill in their bill pay box. Wondering why since they had cancelled Frontier over a month ago, I took a look and was SHOCKED!!! Worse yet, my parents were actually going to pay for it. My parents thought they did something wrong. FRONTIER SHOULD BE ASHAMED OF THEMSELVES!!! Taking advantage of senior citizens who never missed a bill in their life. Forget the airlines, it is time the government creates a residential communication services customer bill of rights. It is unbelievable what Frontier thinks it can get away with.
TERRE HAUTE, INDIANA -- I used to use Verizon for my business and internet lines primarily because in my area they were the cheapest and they had 7 mbps speeds which were faster than anyone else around. I was able to sign up for a lifetime price as long as I made no changes to my service plan. This went nearly trouble free for years until Frontier took over Verizon in my state. Immediately my price jumped and quality dropped. I called and had them pull up my agreement and they said, "whoops, I see where you are supposed to pay this price but our system is charging you more." The lady was nice enough to fix it and said there would be no more problems.
The next month, same thing. Another hour on the phone. Then the next month, then they tell me sorry, can't do anything about it even though they see the problem. My internet connection is only around 7 mbps about half the time. I check regularly. My internet also goes out periodically. When I call to complain they tell me that they knew it would be down, they will credit me for calling. I told them they should automatically credit people's accounts if they knew there would be a problem. They were down for 45 days for maintenance. So many people didn't get their money's worth.
Right now my phone line is down. Has been down for 2 weeks. I called and told them, they said it will be at least another week from now before they even send somebody out. I told them that this is my business line. I provide snow removal for my area and 50% of the new business clients I receive for my lawn care contracts come from new snow removal contracts this time of year. They said sorry. They will credit me for the days that I don't have phone. So, about $40 for weeks without being able to be reached by my clientele. When I'm losing $10,000.
I hate Frontier. I hate that I have no other options in my area unless I want to get cable TV and double my price and half my speeds. For all I know all companies are this terrible. Don't get stuck with Frontier.
"Thank you for waiting" is what I heard for 2 hours and 17 minutes while waiting on hold to speak to a customer "service" agent and still no agent has answered. Really? Over two hours? And this is not the first time the wait has been almost unbearable. I have been dealing with this company for over a year an there has been no change whatsoever in their service experience.
That and seven transfers (I counted) to different agents on one call made me realize this company: a) Doesn't give a damn*. b) Has no idea what customer service really means. c) Cannot train their agents properly to deal with customers who do not want to be transferred a kazillion times. d) Does not want to / will not invest in agents, training or systems to improve service. d) Will not earn my continued business (or anyone I know) once I get out of my contract.
I am still on hold expecting any minute to be disconnected as their night close time approaches. I'll wait this out, if for nothing else to confirm that Frontier does not give a ** and in the slim chance they can fix my issue. Avoid them at all costs unless you expect to NEVER need to call them or need any type of support service from them.
UPDATE: No one answered my call and I finally caved in and hung up after waiting over 3 hours. My wide told me to send a letter to whoever was in charge of customer service. I said "obviously no one who knows anything IS in charge" or I wouldn't have waited over three hours. Goodbye forever to Frontier as soon as I can possibly arrange it. PS. To Frontier. Since you clearly have no one there that knows what customer service is, let me know and I'll turn your care business around in 180 days or less.
NEWBERG, OREGON -- If you're switching to Frontier from Comcast, hold on to your hats for what might be the worst customer service in the history of services! I stay with them only for the internet service which is the best you can get. Period. Their departments are too disconnected from one another. For example; (after trying for 3 days), and being screened (for the 12th time) and had explained my situation (again), the billing agent needed to switch me over to the technical department (again).
He explained to the tech agent the situation, so he was up to speed and had my account up. Wow! Nobody's ever done that! The tech agent was able to identify and briefly explained the problem and told me I would have to talk to billing and just hung up, leaving me flapping in the breeze (as I have became accustomed to). I took another hour before I was able to get back to billing and go through the cycle one more time. I expect my next bill to be a nightmare.
On the good side, they were able to compensate me for my troubles with a very generous one year monthly reduction to my bill of $40. That's a lot for a company to do and I think it's because they recognize there's a problem.
When I first switched over to Verizon it took them 3 months to get my phone number right, 2 months to switch over my old number and doubled charged me for the time. It took over four months to resolve that problem and had to call them so many times that I got a direct phone number for an individual resolution manager for a one on one person to person solution. They gave me a $5 a month compensation for my troubles. That was a nightmare.
On another occasion I was brave enough to check for what new specials I could get. I was able to upgrade and save a little money for a 2 year contract, so being money is tight, I signed. Months later after Frontier took over. My account was reviewed and I was charged hundreds of dollars for back pay on what they told me was an accounting error made by Verizon! Again, days of calls and calls to resolve that.
It's hit and miss as far as getting someone who knows what they're doing. If you doubt the abilities of an agent you should excuse yourself and call back. The reason I say this is because I called to see what changes could be made to save money and after I hung up my movie channels were missing. I've been waiting 4 days for that service to be turned back on. I know the waiting music and find myself humming it. I'm retired and I really wonder how someone with a family and job could have the time?
After receiving numerous notices from Frontier encouraging me to sign up for online billing, I decided to sign up. The opening web page made it sound like a snap, "Frontier makes it easy to go Green in just 3 simple steps." I have invested 1 hour and 15 minutes so far, and I am still not past step 1. First problem: Step 1 asks for a PIN number, which the site says is on page 1 of my bill. I go get my bill, no pin number anywhere, so I call the billing department.
After waiting 15 minutes I get a person who seems surprised by my question. She can also view my bill and says she doesn't see a PIN number either, so she will transfer me to tech support. (First red flag: the BILLING department isn't familiar with how customers sign up for online billing?) Second red flag: I've dealt with Tech support before for internet problems and they've always been great, but I was dubious that they really had anything to do with billing.
After waiting another 20 minutes for a person to answer, my fears were confirmed: a nice Tech support person said they have nothing to do with billing, but he would give me a website address where I could live chat with someone who could help me. I asked the tech support person not to hang until I had accessed the website, and sure enough it didn't work. He said he'd check it, and after several minutes came back on the phone and said he, too, was unable to access the site, so he would transfer me to someone else (a THIRD person; this is "simple and easy?")
Third person was curt but helpful- said that in 2 minutes I would get an automated phone call with a temporary PIN number. In about 30 seconds the call came through and I went back online to complete the enrollment form. I have typed my account number in 5 different times and had my husband try it twice (just in case I was making a mistake), and each time, an "invalid account number" message comes up! So now I am on hold with customer service for another 15-20 minutes. I started this process at 3:05 PM and it's now 4:32. My questions for Frontier are, "Who is overseeing your employee training?" and "Are you sure you want to call yourselves a "communications" company?