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Cancellation Fees
Posted by Socialgracesmn on 06/10/2013
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.
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Posted by masheepie5 on 2013-07-09:
Also in MN, no other provider. No notice to the 2x rate increases this past year... no service upgrade just the increases.
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More Bad Customer Service
Posted by Gz9c0b on 03/14/2011
Two weeks ago my Frontier broadband communications went dead. To make a long story shorter ...

(1) I had to call them six times over a span of one week to get the problem corrected.

(2) each time I called I had to wait at least 30 minutes before I could talk to a 'live' person.

(3) On one call I thought I was making progress with the representative and the line went dead; I could not believe that the representative DID NOT call me back; Instead I had to call and wait another 35 minutes for a 'live' representative

(4) They finally sent me out a new modem, but it took 4 days to arrive

(5) Several times they said they would call me as a 'follow-up' to my problem; except they never called. ...

Their service is worse than terrible.
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Posted by Alain on 2011-03-16:
You could give their corporate office in Stamford, CT a call to let them know of your displeasure at 203-614-5600. At least you'll probably get a human fairly quickly there.
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Nothing but Issues
Posted by Away_fishin on 02/09/2011
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 8am to 5pm. 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 all together. 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!
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Posted by Lloyd481 on 2012-05-06:
I understand your anger with Frontier..When you deal with Fronier a person needs to take anger mangement classes,,they don't know about customer service but they sure know how to p--s people off
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Posted by Cdennis on 11/23/2010
I am so fed up with this horrible company. We got stuck with them due to Verizon selling out to them. Our phone has been out of order for over a month. Every time I call they tell me they have already fixed the problem but the phone is still not working, so they put in another repair ticket. Sometimes its at least a week before they can get out to "repair" the line. I call at least once a week. I am using all my minutes on our cell phone plan just trying to get a working phone. When you call customer service they are rude and treat you like you are wasting their time.....isn't that what they are paid to do??? When we had Verizon and they came to repair the phone they would always call or stop by the house to let you know what the problem was and give you their card. The only way to find out if Frontier had been out is to call the repair line and get treated like crap again. They are supposed to come out again tomorrow and if the phone is not working I am going to cancel the phone service and get a cell phone booster for the house and go with cell service only.
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Posted by Alain on 2010-11-24:
The cell service option sounds like a possible solution. I have a friend who did that and it seems to be working for her so far.
Posted by Dewey on 2012-11-09:
Frontier is the worst... they unbundle customers claiming to puta notice in paper statemnets. Well what about all the customer that have elected to go paperless billing ? Without no notifications we were unbundled and when question it was a battle for informations and overcharges between direct TV and Frontier. Leave the customer out of the equations. I have to pay $200.00 to get out of contact that Frontier failed to honor??? I did cancle all phone and internet and will pay the $ 200.00 to GO to TIMEWARNER which I should have done a long time ago. I save over 850.00 over a year... Do the math ! PLUS NO competitions the internet speed is much faster ! There lack to honest and ability to uphold to contacts and ingerty by honoring bundling is not worth the 200.00. Make you wonder why Verzion force us to go to frontier in the first place. Anyone reading this run fast and pay the $200.00 disconnect fee. You will make it up in the long run.
Posted by andy on 2013-12-17:
My business in Ohio has been suffering from Frontier customers getting a "this business is no longer in service" message when trying to call my business. I have Comcast and nobody who has Frontier service can get thru to my business. I am five minutes away from Frontiers service area. I have been dealing with this for over A YEAR.!! I have recently filed a lawsuit due to Comcast and Frontiers lack of wanting to accept responsibility. They each want to push the blame on each other. I would avoid either company at all cost!!
Posted by Edith Ann on 2014-01-07:
I have had a nightmare with Frontier, they stealing me blind and their service is not worth 50 cents they lie and try to make you believe the trouble with your line is your fault. I know better than that got new phone, new wiring into the house but they sure the hell will take your money and put all the blame on you. When was the last time I ever seen a man on a telephone pole was years ago, if they can't fix the problem from a computer it won't be fixed.
Posted by earl on 2014-02-12:
I think this company frontier which I do hope is the last frontier of their kind, SUCKS! and that's as nice as I can possibly describe my experience with such a ruthless cold scavenger. They got you over a barrel and they know and love it to the extreme. Try getting out of their yearly contracts on time, yea right NOT they make sure they suck that last buck outta you. Then when you do succeed in such a task they raise your rates cause now you've unbundled YIKES! Where I live I can not shop around for another home phone supplier its frontier or nothing! So when they run those specials wave them under your nose via snail mail or email, they don't pertain to you their alumni customer just the new meat on the block. When I called and tried to get my rates lowered there was no compromise. Either their way or the highway. Thanks for nothing. Oh and try getting any information online price wise for us old suckers out there. there is none you must call so that goes to show you how crooked they be. If its in writing they might have to remember those empty promises verbatim. So to surmise this rant of mine, listen closely through the static line I have to use... Stay away from Frontier go back to smoke signals, pony express, or message in a bottle if need be. Good Luck to all out there cause I haven't had any
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Phone and Internet Service Are Inconsistent
Posted by Sherlandpeterson on 09/18/2012
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.
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No competition = horrible service
Posted by Smingus02 on 09/04/2012
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 cancelling it altogether; however, I have two business lines that are down much too often. How do you explain to customer's, 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!
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They just SUCK
Posted by Hmsjump on 06/03/2012
BOTHELL, WASHINGTON -- Let's just start off that they are horrible. Not only are the 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'm. 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!
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Posted by trmn8r on 2012-06-03:
This would be an excellent motto for the company - "Frontier, we just su[k!"
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As Bad as Verizon
Posted by 9er9er on 12/28/2010
I'm on a contract for $26.99 per month. Each month the bill arrives showing $41.99 due. Each month I call and the agent confirms $26.99 is correct and a ticket will be put in to correct this. The next month I have to do this all over again. The last two months the agents have examined my account and have hung up on me. 20 minutes of phone calls per month. This is pathetic!
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Posted by danny54 on 2010-12-28:
What is the $26.99 contract for? My guess is that you're getting the $26.99 you should be getting, but there are also the unending fees and taxes that the communications companies like to tack on. Sad thing is, they advertise the great rates, but don't mention the taxes/fees.
Posted by trmn8r on 2010-12-28:
danny54 -> I don't have a lot of fees tacked on to my internet. $15 is more than 50%. I find it very hard to believe that is the cause.
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Slowest Company I Have Ever Encountered
Posted by Just_mary1971 on 12/23/2010
I called Frontier (old Verizon) 2 weeks ago to have my mother's (who is elderly and blind)phone connected. The customer service representative scheduled the connection for Tuesday December 21, 2010 between 8am and 5pm. Tuesday came and went, no phone service so I called the 1-800 number at 8:45am on Wednesday to find out what was going on. The customer service representative called the technician who was supposed to be working on it and he said that he was working on connecting it at that moment. So, 12pm came(3 hours later), still no phone service. So, I called back again and talked to another customer service representative who called the guy again. He told her to tell me not to call back that he would call us when he got it connected. It is 3:30pm on Thursday December 23rd and we still have not received any calls nor is my mom's service connected. I am not calling them back again. I feel that I just keep getting lied to plus it would not do any good anyway... tomorrow is Christmas Eve and they will likely be closed until Monday. They better not even think that they are going to charge my mom for services when her phone wasn't even turned on.
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Posted by leet60 on 2010-12-23:
I would question how he is working on the connection when he has never shown his face at the location. While the phone company can "flip a switch" in their office, it does not ensure connection. The fact the technician indicated he was "working" on the connection would lead one to believe he was in the area or near the residence. I think someone is not being truthful with you.
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**Frontier Communications Complaint**
Posted by Jandeaust on 12/21/2010
As I write this complaint I am in my 21st hour of dealing with a Frontier issue-on the phone. 17 hours of the 21 we have been on hold. Back in 2009 when Frontier took over from Verizon we set up 2 phone lines and Internet. Since November of 2009, until today (December 21st, 2010) we have had nothing but PROBLEMS with Frontier. When you call to Frontier to tell them they have their billing wrong, you get transferred to 3 different people. Frontier has our billing so screwed up right now, it seems beyond repair. We were paying for 2 phone lines and Internet. On our billing, it shows a credit for a "bundle" package. After paying our bill on-time each month we came into work to find that our Internet had been disconnected. After being on hold with Frontier for almost 45 min. we found out that they disconnected it because of non-payment for 1 year. Umm..hello? Apparently their billing department was so screwed up and during an audit they found that they had been billing us incorrectly. Now, if you are a customer and you see that you are paying for Internet each month on your bill-and receiving a credit for having a "bundle" package-you assume all is taken care of. Nope..not with Frontier. They came back to us and said they found a mistake-and now we owe for 12 months of Internet service. Sorry-pay it or you won't get service.
Now, we are in business for ourselves and explained to them that because our bill stated it included Internet-that is what we paid. The response we received, "Well, it was a mistake-you need to pay it or you don't get your service restored." WOW, excuse me? Nobody (not even the floor manager) was willing to listen to our side of the story. Not even when we offered to scan our past billings showing that Internet was included. To this day, we are still fighting with them. I have NEVER experienced a company this unprofessional in my entire life. Not only is their billing department full of people who haven't been trained properly-but their lack of concern for the customer is what blows my mind. I have never once had a problem with Verizon or Comcast. Just today I called Comcast and I am having my 2 lines and Internet switched. I am actually going to save money. I will report on every Web page available complaints about this company. I guarantee they will NOT be around long-bankruptcy is in their future unless they can get things together. Oh..and not once did they apologize for having incorrect billing for over a year. Nice company. If you currently have Frontier, do yourself a favor and switch to Comcast or Verizon or Dish or anyone else. You will be saving yourself a headache.
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Posted by Alain on 2010-12-22:
You may want to drop an e-mail to Frontier telling them you've switched and why via Frontier@frontiercorp.com.
Posted by Anonymous on 2011-01-05:
As a Frontier employee (formerly Verizon) we didn't take over until 07/2010...perhaps you should get your facts straight.
Posted by jandeaust on 2011-02-06:
Thank you FTREmp for your fabulous post. It is funny though...looking at the response letter from FRONTIER that they have listed right on the communication, 'FRONTIER BROADBAND SERVICES DECEMBER 2009-NOVEMBER 2010'. I wonder why they would write specifically "FRONTIER" broadband services if they hadn't even taken over Verizon yet. This is so strange. Hmm......just too strange. Maybe and this is just a thought, the billing department is still just as screwed up as everyone thinks-except you because you are employed with them. Sorry for you!
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