WESTMINSTER, CALIFORNIA -- Problems: several channels got cancelled and DVR boxes don't work after the transition from Verizon to Frontier. We made multiple calls to Frontier Communications. The reps transfers your call from one representative to another, each of them make empty promises to help you. If each representative was knowledgeable and able to help, they wouldn't need to transfer your call, they would've been able to resolve your issues. We were on the phone for 2+ hours counting, talking and holding time. It's really frustrating. Still no resolution. We'll cancel and go to another service provider.
ST PETERSBURG, FLORIDA -- After Verizon ABANDONED Florida, and sold the telephone landline & FiOS Service to Frontier Communications, nothing works!!! FiOS service is now slower than my old DIAL-UP service! And 80% of the time when I try to make a phone call, I get a message "We're sorry, all circuits are busy". Frontier Communications has the world's WORST service. Thanks Verizon for ABANDONING the state of Florida and all your loyal customers here.
DOVER, FLORIDA -- Frontier is the WORST internet/TV service provider Ever. I place the order on June 6, installation date was set for 25 days later (June 30). I called 6 times to check the installation date. It was for June 30. The installation day finally came and guess what? They changed my installation to July 14 without any call, update or notification (another 14 days, 44 days waiting for installation). Obviously, I cancel the order. Frontier Thanks for Nothing.
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.
MARTIINSBURG, WEST VIRGINIA -- Frontier communications is a joke. Worst company I have ever dealt with. They are incompetent!!!! I wouldn't recommend this company to my worst enemy. I signed up to get service 3 weeks ago and still don't have service. I have made multiple calls to them and have a several appointments scheduled for a technician to come out and each time I was still left with no service. The first appointment that was scheduled the technician didn't even show. How unprofessional is that. No call or anything. Like I said they are a big joke!!!! Do not deal with these people. Give your business to some other internet company.