First of all Frontier never asked my permission to take over my internet, TV, and phone service from Verizon. I guess they just assumed I would tolerate their incompetence. During the past few weeks there have been two rain storms in the area. Both times my Frontier service went out. The first time a person from the Philippines tried to get me to fix my system. They didn't know what they were doing so my system did not get fixed. I asked for a service technician to come out. I was never notified that one came out but after a few days my service came back on.
Now the second storm has happened and again I don't have service. Once again the customer service people don't know know how to fix anything and this time they refused to send a service tech out. I got a bit upset at that point because they keep going over the same stupid things that has not worked before and for some insane reason I guess they think if I unplug my router for the 20th time then the steps will actually work. Scratching me head in wonder at their insanity. Next week I will be having another service provider take over and I made sure this company only hired Americans who actually knew how to do their job.
TAMPA, FLORIDA -- Horrible service, poor customer service - had Verizon ended up with them (Frontier). I guess they were bought out but they suck. All I had was internet and since it switched over, I've been having problems - going to write corporate and not everywhere possible. They couldn't pull up my account. Spent 4 hours on hold being transferred back and forth - was told a tech was coming out. The tech didn't show. I called asking the whereabouts and was told there was no ticket made for me - just HORRIBLE. No one knew anything but when it came to taking my payment they knew me and my information for that but to get a problem resolved it was crickets.
GEORGETOWN, TEXAS -- Called to request an upgrade for service because what we had now was VERY POOR. The customer service person who, by the way was VERY hard to understand said someone was coming on Saturday from 8-5. Whatever, at least we will be getting better service.
Saturday, no one comes. Call and ask. They say someone will come tomorrow, on Sunday. Sunday no one comes. Who knows when this TERRIBLE company will ever upgrade my wifi??? Meanwhile, they have COMPLETELY shut it down until IT GETS FREAKIN' UPGRADED. But they don't care because they are the only provider for our area. If you have a choice, DO NOT USE FRONTIER COMMUNICATIONS.
REEDLEY, CALIFORNIA -- I was switched from Verizon to Frontier this month. I have not had Internet service now for five days, despite repeated calls to Frontier's so-called "customer service" center in the Philippines. The people there can barely speak English and have no clue what they are talking about. I was told that a technician would come to my home yesterday. No show, no call, no nothing. This is absolutely the worst company I have every dealt with. I just called another provider and will be changing services. What a nightmare!
LOS ANGELES, CALIFORNIA -- This is the worst company in history in regard to customer service. I am a brand new customer, less than one month, and have spent countless hours on hold, disconnected, and had a home service technician never show up.
Do not do business with this company.
OWENSVILLE, INDIANA -- After the first month's bill and 3 hours on the phone getting it fixed, I think I'm in business. Next bill is worse than the first. I cancelled. I'd rather have no wifi than use this bunch of bungling idiots. Rain, no internet, cloudy, it comes and goes. Customer service is a complete joke.
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.
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.
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.