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.
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. :)
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!!!
BLOOMINGTON, ILLINOIS -- At first I thought the product and promotions were for real but it was joke!!! I decided to cancel the service before I activate the service, called the company that I am not activating it and I want to cancel the services however for the last 3 months I've been getting billing statement, so aggravating. Worst decision I've even made!!! The $19.99 promo they said turned out to be $192+++ bill. Called the company again and they said they will clear it out... will see... because the last 3 calls I made they said the same thing they told me that they will clear it out!!! Ugh!
CONNECTICUT -- AT&T had their contracts bought out by Frontier Communications in CT. DSL Internet connectivity stopped - No Internet. AT&T 2Wire wireless routers were also reset. I went to ** - My wireless password was available for all to see! Also, there were NO login credentials for the router. Admin credentials were wiped... Called Frontier. I was transferred between 4 service representatives and on hold for 2 HOURS! I didn't even get to fill out a survey at the end, because I hung up before ever receiving any service... I work as a Call Support Specialist for another company and I must admit... Frontier has the worst support ever.
FRANKLIN, NORTH CAROLINA -- Frontier owns the antiquated phone lines in this town. Their own personnel will freely tell you that they are not maintained. They will also inform you that Frontier is at maximum capacity, and yet they continue to advertise and take on new customers.
My download speed (when I have any connection at all) ranges from 0.15 Mbps to 1.25 Mbps (not the 25 they say they can deliver). I can't view YouTube videos or even think about streaming Netflix. Ordering or bill-paying online is a thing of the past. They are the only game in town, we have no choice. I'm sure they are aware of this.
Frontier Internet service went out Tuesday 6/10. Called on Wednesday. Told it would be fixed. No word back so called Thursday at 5 am. Assured someone would be out between 12 and 5. Made arrangements for someone to be home, no one showed up or called. Phone conversation Thursday night was told work order pushed back to the 16th and they had no idea why. Assured me that it would be fixed on Friday and I needed to have someone home between 9 and 5.
Someone came out around 5pm on Friday, replaced the box. When I got home at 6:30 pm, internet was not working. Called in and was told the ticket was closed out, and the soonest anyone could be there was Monday. Monday morning I called to confirm and was told that I should not have been told that because repair tickets are 2 days out, that someone would be there first thing Tuesday morning (6/17).
I called this morning and was told that someone in fact showed up at my house yesterday afternoon and that no one was home (gee- imagine that we have to go to work) so THE TICKET WAS CLOSED OUT AGAIN. So a new ticket was started and MAYBE someone will be out tomorrow.
I received a bill with billing date of 7/25/13. On the bill was charges for before current charges for 87.76 & current charges of 95.80 which include late fees. So I called Frontier & told them that I never received a bill for billing date of 6/25/13. They told me that their records showed that they did. I asked how can I prove that I didn't receive the bill? They just said they did. So I requested a copy of bill & asked about the extra charges for some features on my bill that appeared some months before that were not sometimes correct my original agreement with them.
They looked into it & told me that I would receive a credit for the mistake for 35.02. When I received the duplicate bill there was no explanation of charges or of what I owed them as I requested. So I called back to find out what I owed & about the credit they said I would receive. They told me that I owed the bill & there was no credit just a comp # for removed features that I had removed. So I'm writing this review to try to get some help to remedy this problem. I pay my bills on time.
HUNTINGTON, WEST VIRGINIA -- When we first moved here about 6 years ago we started with Frontier phone and DSL. Every time it rained our internet would stop working. We called many times and a tech would come out and not fix the problem. The last we called they told us that a tech would not be out for a month. We change our service to Lumos. Great customer service but still it turned out that they could not fix the problem as Frontier owned the lines in the street and to the house. The Lumus techs all tracked the problems to the lines out in the street and put in service tickets for Frontier to fix them. Well nothing ever happened.
Here we are 6 yrs later still stuck with Frontier. We just recently went back to them 19.99 deal as it is a bit cheaper than through Lumos. This year the problem has gotten so bad that we lose internet daily no matter if it is raining or not. I complained to the service department and they said that they couldn't help and all as they could do is send out another tech. He came out today, fiddled with the modem and wouldn't listen to me that the problem is not inside. Now I have speeds about as fast as dial-up and still loose connection. E.G. it has taken me a little over an hour to get this posted.
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!