CLYDE, OHIO -- Frontier provides internet service to my mom in Clyde, Ohio. They never told her that for $70.00 per month they only provide 5 gbytes of data. She recently ran out and her internet slowed to a crawl. When she called Frontier, she was told she could buy more data at 2 GB for $15. However when her computer again slowed down 2 days later, Frontier claimed she had used the 2 GB. She explained that she had only checked email.
They insisted she buy 2 more GB so they could "track" her usage. She reluctantly agreed and Frontier said 2 GB would be available in an hour. Two hours later when her computer was still crawling. Frontier said their "tools" were down and her data might be available the next day. This company is totally inept and a real rip off. Avoid them at all costs.
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.
SEAL BEACH, CALIFORNIA -- If you're considering Frontier... DON'T! Bay Hardware relies on the internet to run its software tracking 16,000 items in stock. We also process credit cards over the internet. Yesterday morning we discovered that we were without internet service. We immediately contacted Frontier. The best they can do is to put us in line for a service call sometime by 8:00 pm on WEDNESDAY! 6 days to get someone on site!
The reason they are giving is because they have so many outage complaints. What is a business supposed to do in the meantime? Have they done all they can to respond? Have they flown additional technicians in? Have they put all available technicians and vehicles on the road? I spent 3 hours this morning (from Illinois) on the Frontier service chat line, and all the while I had them on the telephone as well. All for naught. They say there is nothing more they can do. They "understand", they say. I think not.
Assemblyman Mike ** has set hearings on the problem for May 18… If you are anywhere near as angry as I am, drop him a note... http://asmdc.org/members/a43/. Please copy/paste to help me get the word out. Big companies are walking all over us and they just don't care.
PLANO, TENNESSEE -- Was switched from Verizon (didn't ask for it just was switched). Nothing has worked correctly since switch. Was told to wait a couple of days after 1st phone call. 3 days later called and was told they would send someone out next day. No one came next day. Called, they said they were backed up and would send someone out next day. Waited, no one came. Called, was told no one was coming out and to be patient. Ok 21 days later still patient. Cannot access the online service to see what is going on, no one has an answer, still nothing works.
Got a call yesterday saying a technician was on route to my residence and I needed to be there. It was 9:30 in the morning and I was at work. Sorry can't just drop everything when they want me too. I was given the tech's number and told that I had to deal with it. So I called. This person was the only bright spot. He was just doing what he was instructed and would do a check up without going in and would reschedule whenever just had to call him back. Switching to TWC.
MONROE, NORTH CAROLINA -- I had Frontier service before and during that one year period I had to call the billing dept EVERY month because they were overcharging me, so cancelled my service. Do they put it on my credit report so in order to try and get it removed?
They promised me their service was much better, systems upgraded and all. I feel for it and my very first bill they charge me for a bundle package that I do not have, called in to have it removed as well as get a credit, waited 30 days for processing accumulating late fees while waiting and then they tell me my credit was denied. READ CAREFULLY. I'm denied a credit for a service I do not have. Frontier is garbage. I wouldn't recommend it to anyone.
CLARKSBURG, WEST VIRGINIA -- Not only is the internet service substandard, but customer service is just as bad. I pay for "Up to 6 Mbps"; the "up to" is how they justify such poor service. I am lucky to get 1.4 Mbps download and 0.2 download speeds. Typically my download is 1.2.
I called technical support and they set a service visit for Saturday. I cleared my day so I would be here. Instead I got a call saying I had been taken off the schedule. They rescheduled me for Monday - and told me I would have someone here before noon. No one showed despite several phone calls to Frontier during which I was repeatedly told they were coming. I had one support person tell me they could still come as late as 9:30 PM. I hung up on that one.
So here it is Tuesday and I have called again. The tech support told me I have a visit scheduled for today, "February 22". I had to tell her that today is February 23. I am paying a monthly fee for a service contract so someone can come out to check my phone lines. Apparently they offer a substandard maintenance plan to match their substandard service.
MONROE, NORTH CAROLINA -- In an effort to save money and extricate myself from my current ISP I thought that Frontier, as the only other ISP available in my area could be a good deal. I read all the reviews; and for Frontier there were not a lot of GOOD reviews, but taking a leap of faith the size of Snake River Canyon... I ordered. That was last week.
Today at 4pm, the close of the window for installation the tech had still not showed up. The voice on the phone from Texas said first that no tech had been assigned and then said that a voice mail was left at my contact number. For this first time I am aware of my Google Voice account, which snagged 14 other voice mails today, didn't catch the VM from the tech that allegedly called. Before I could even say "Hello Frontier", I said "Goodbye Frontier".
MARION, NORTH CAROLINA -- On 4/18/13, I contacted Frontier due to static in our landline. I was told the repair would be done on 4/22/13. On 4/22, the line was dead. In the evening, I contacted them by chat again and was told the technician had "all night" to fix it (this was 530pm). Didn't get fixed. On 4/23 I contacted them by chat again in the morning, and was told the repair would happen that day, and that representative would follow up with me at work to make sure it happened. No follow up, no fix. That evening, I chatted again with them at about 6:30 pm. Was told the technician had until 8 pm and they would definitely be there. Nothing.
We left for vacation on 4/24, but checked the phone several times with my cell phone, knowing if it is fixed, the answering machine at home will pick up. Nothing. On Friday 4/26, I was contacted on my cell phone, while on vacation, and told that the technician was eating lunch and as soon as he finished, they would get our service fixed. They had "escalated" this to try to get more priority. She said it would be fixed in 1-1.5 hours and she would follow up with me to make sure it was done. No follow up, not fixed.
I contacted them later that night and was told that they had no date as to when it would be fixed and they didn't know why I was told earlier that it was to be done that day. I was transferred to the escalation department who, very rudely, told me it was escalated and that was all the information they could give me. Sometime during the morning of 4/29 it was fixed. So we were without service for 11 days. It wasn't escalated until it had been 8 days, 4 days later than they said they would fix it.
On 4/30, I contacted someone to get credit for the 11 days without service. I was told the credit would be $11.16, which seemed fair. I cancelled the auto payment on my account so I could make sure they didn't take the full amount.
On 5/2, even though auto payment was cancelled, they took the full amount of the payment. I was told because I didn't take my card off, even though auto payment wasn't authorized anymore, they could still pull my payment. I was also told the credit was still pending. Not at all what I was told just two days earlier. I was told that credit, plus the credit for the remaining time, since we were transferring service to another company, would be mailed in 14-21 days. Now I have no doubt at all that will get screwed up totally and we will not get back the right amount.
Funny but several people during conversations tried to sell me other services. I finally had to tell one of them, "you have your nerve trying to sell me ANOTHER service when you can't fix the one you have." The last lady even asked WHY we were transferring service. HELLO...11 days without service and you ask why? She offered me some deals to stay. NO WAY. This has got to be the worst example of customer service and repair service of anything I have ever experienced. For a company with communications in their name, they lack any form of accurate or timely communications.
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 helpline 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. :)
For 12 days I have not had wifi or phone. When I call I get told to unplug the phone line. I get told a technician will come the next day. I reschedule appointments, no one comes. I call them, replay over and over. Finally someone tells me the truth, their main cable is damaged and 142 households in my area have the same problem. When I call them I still get told to unplug the phone. I am a 83 year old woman living alone and need a phone. My cell phone works only outside my house standing in the street and I maxed out my data calling Frontier. Now I sit in the cold outside the public library. Yesterday I contacted Spectrum, awaiting their technician next week.