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!!!
RHINELANDER, WISCONSIN -- I've had issues with the internet. I called numerous times always getting the runaround and being lied to. They keep saying I have high speed and charge me for it and today. I had a tech run tests after getting someone competent and he stated my speeds are slightly better than dial up at times. I ask for a credit and they customer service representative says that there is no record of calls. But, when I spoke to the Technical representative he "yes I see that you have had issues for quite some time." Be warned!!! I highly recommend you never sign up or use for Frontier Communications in any way!!!
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.
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!
THORN HILL (GRAINGER COUNTY), TENNESSEE -- I'd like to express my complete and utter astonishment at the lack of, or maybe I should say extremely poor, customer service. I have never in my life dealt with a company with such disregard for the well being of their customers. I am so dissatisfied that I have now decided to make it my own personal mission to see to it that a company with better service finds this area you seem to have a monopoly on as someplace they would like to do business. I don't have time for such ventures, but I'll make time for this one, you seem to have such utter disregard for the hard earned money of your customers that I'm sure you won't miss a thousand users.
Explanation? Of course, not that I think you'll care, but I intend to tell this to everyone I talk to, so you might as well be the first. I've had your service, phone, which I don't use, but am required to pay for in order to have DSL, which is the slowest in the country and barely surpasses satellite speeds, and in the package deal I took Dish Network for TV I rarely watch, for about 2 years now. The prices are exorbitant, especially since the only service I truly wanted was broadband internet. I'm a computer consultant and require a decent internet connection to do my job.
Unable to secure a better service at the time, I just accepted the poor performance, until this week. On Wed morning I noticed a definite crawl to my internet speeds, thinking through the basics I did a speed test, and found the connection less than half the normal rate with varying results between 200+kbps to 500+kbps... I contacted the tech support via phone and after going through the push 1,2,3 and so on, I was told they were having issues in my area and working on a resolution...
OK... shrugged it off and went back to work... Wed evening I discovered it was still crawling, and logged in, this time via your web site, live chat... this technician could find no reason for the slow down, we went through various troubleshooting issues, including the elimination of my router and all computers accept one on my network, even tested a second system directly to the modem, to insure that it was not a problem on my computer...
No change, speed's crawling... he issued a trouble ticket and told me that a technician would take care of it tomorrow (Thurs the 18th). OK, I wasn't told I needed to be here, and figuring according to the tech's troubleshooting that it wasn't in my lines in the home, or in my modem, which was responding with all the proper signals... So I went to work... As I said earlier I don't use my home phone, never answer it and I informed the tech support of this and gave them my cell number, and told them if they would give me 30 minutes notice on that line I would be here if they needed to get in the house. He said this was fine...
Thursday rolls around, I go to work, come home that evening, no call, I figured great, they found the problem and fixed it.... I get home, no deal, same slow crawl... reset the modem hoping it would take care of it after the repairs I was sure they had made...Nope... Logged in again... it was too late at night on Thurs, so I had to wait until Friday morning.
This tech, now I got smart enough to write down a name, not that it helped, could not find any trouble ticket from the day before, had no idea what I was talking about and started all over again with troubleshooting, even though I explained my expertise with PCs, and the fact that I was absolutely certain it was not in my system or my house wiring, enough so that I was willing to pay someone if I was wrong. He insisted on connecting via webex into my system, 'to get signal info from my modem' which I suggested that he just tell me what he wanted to know, since I only had a 10kbps upload speed and it would be a crawl...
He insisted so we made the connection, he was obviously manning more than one support call at a time, and the delays between his actions were worsened by his inattention. I sat here for 45 minutes while he pulled up a browser, logged into modem, and then proceeded to shut down running processes on my system without my OK in order to determine that it wasn't my system...
This infuriated me when I could have logged into the modem and copied the entire signals page and typed it out to him in less than 5 mins, instead he nosed around in my computer and tied me up for almost an hour to determine that he was going to have to open another trouble ticket for the next day, Sat, the 20th... Great... Again I gave him my cell phone with instructions to call... After getting off the phone with him, I happened to go around the house to the other door and discovered that a tech had left a modem with sitting on the deep freeze, it has been raining here for a week non-stop and he left it sitting on the freezer in the rain.
This was left on Thursday when they didn't call to let me know anything... the note simply said, "no problem found, here's a modem, maybe it will help, you might need to program it." OK, I brought it in, luckily it was in plastic inside the soaked cardboard box, and had not gotten wet. Just to be sure moisture was not an issue, I laid everything out and let it dry while I went to work on Friday... Came home Friday evening and tried the new modem... Same result... So having an open ticket I waited for Sat and hopefully a tech to solve the problem....
I waited until about 10 am on Sat the 20th and hadn't heard anything... checked the speed, same issue, I called to check the status of my trouble ticket, as I was told my ** I could do, the lady informed me that she had no way of knowing rather they would be out am or pm and that she was in a call center in Florida.... Lot of good that did me... I told her I needed to run some errands, but since this was going on the 4th day or problems I would also like to get this resolved, since I was paying over $100 to have internet that was crawling... She said she had no way of knowing... but gave me the 800 number to the local dispatch office...
I called this number and got the most irritating person on the phone I have ever spoken with, if she was an employee of mine, I would have fired her immediately and probably put out a warning to never hire any of her descendants... She answered the phone: "dispatch" I told her my name and explained that I had a trouble ticket, but needed to go to town and run some errands, just wanted to know if the tech working my call would be doing it in the am or pm, so that I knew rather to go now or wait till he came by?
Instead of any sort of courtesy or acknowledgment of my question, she responded with: "who gave you this number?" I said "I got it from the line trouble tech support call." She said "what was her name?" I told her "I didn't write it down." I then proceeded to give her my home phone number to look up the ticket and the ticket number and all she said was "he's working on it now." That was all she was going to give me, so I resolved to wait... and wait... and wait some more... That started at 10 am, finally about 3:30 PM I decided to check the speeds again and call back and explain to miss congeniality that I would like an update...
Lo and behold, the speeds were back up to normal... seems they must have found a problem some place and didn't even bother to call and see if everything was OK on this end, or to let me know I didn't need to sit around and waste the rest of my entire day waiting on the tech that never showed up! Infuriated? Oh that word is nowhere near large enough. I'm going to give you the same service you gave me, I'll be pushing this letter to the desk of everyone I can get to read it!
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!!!