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".
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!
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. :)
NORWALK, TEXAS -- Used to be Verizon customer with an additional line for $9.99. They were supposed to honor contract but charge me more for slower speed. I always pay in full early. Charging me twice for same additional line on a phantom 2nd bill. Sending bills saying I owe hundreds of dollars. Tried repeatedly to fix but the erroneous bills keep on coming. They always say they see their error after 2 hours on the phone every 2 weeks for some problem or another as a result of their billing confusion, now impacting my credit rating. Atty. General of TX and office of Consumer Affairs may get involved.
SWARTZ CREEK, MICHIGAN -- They turned off my internet access on 10-20-16 (my bill has been paid on time for about 10 years - as long as we've been their customer). Numerous phone calls and chats. Never the same answer twice. Finally told me I had to be home all day on the 25th. I got a voicemail telling me it was fixed without anyone coming to my house. I had to use a vacation day. It is going to take cable 2 weeks to run to my house but Frontier is about to fired. They don't even try to do the right thing. It's almost like they are playing a game.
BRADENTON, FLORIDA -- I have notes going back over 2 years on trying to deal with this company concerning converting my service to "vacation hold." Suffice to say the details of the story are long and boring, BUT know that I have called to correct my bill 20 out of the last 24 months. That is just ridiculous.
I am now 1/2 hour into my latest call; the agent confirms my story AND verifies the two "ticket numbers" that track my calls, and therefore the actions that Frontier was supposed to do, and as yet have not done since April 21. It is now Aug 26, 2016. I dropped Frontier on my Connecticut account. These latest dealings are for my Florida account. Yes, you bet, as soon as I can, I will drop Frontier in Florida, too.
CHINO HILLS, CALIFORNIA -- Like a lot of reviewers on this site, I was switched from Verizon to Frontier on April 1. That's when the nightmare began! I was unable to access my voicemail for three weeks and was without TV service. A technician finally did show up and said my router needed to be changed out. My bill went from $189.50/month to $697/month. Are you kidding me?! I have spent countless hours since May (it is now nearly August) trying to get this matter remedied to no avail. I am in the process of changing to TWC, but Frontier will not release my phone number. My word of advice: NEVER USE FRONTIER!