NORLWALK, CONNECTICUT -- The worst experience ever by dealing any companies in 20 years! This company is like a poison ivy, stay away! I was lured by their salesman to buy a internet+phone+TV package for $80/month. The sales guy said "that is all, no installation fee". So I agreed to give it a try, but still keep my old Optimum services just in case. It took them two weeks to install and turn on internet service and then the real problem came - the TV service, which was provided by DirecTV could not be successfully turned on because direcTV could not find any satellite signals.
I called Frontier. They said they could not do anything about it except I myself to call DirecTV to cancel my TV service and then call them again to cancel internet. I called DirecTV and cancelled TV service, but when I call Frontier to cancel internet, their customer service lady said I should try Dish Network since Dish's signal is 4 times better than DirecTV (no idea why they did not recommend Dish in the first place), and there is no cost to get Dish installed. I waited for another 10 days to get technician from Dish network to drop by and he told me "no signal at all".
While I have to call Dish to cancel TV service and call Frontier again to cancel internet service. This time it was cancelled and I mailed back their modem. I thought this was over, but today I got a bill of $400 said I have installation fee, TV fee, internet service fee, blah, blah. I called Frontier and their explanation was ridiculous - "sorry TV did not work, so we will waive you TV fee, but the other fees can not be waived since you used Frontier service."
I told them I did not use Frontier service at all since I still keep my account with Optimum all the time and been using Optimum only these days. I told them to check the phone and internet usage and they will find out I did not use it at all. Astonishingly, they said they do not check data usage, they only check if my modem is on or not, so since my modem had been turned on all the time, they count me as "using Frontier all the time".
Very rude, very unreasonable, a lot of lies and tricks from sales to customer service. I will not feel surprise if this company goes bankrupt in a couple of years. They can just ruin their reputation this easily. I will tell everybody I know about this experience- in just 15 days, I had many hours back and forth phone calls, stressful argument, long time waiting in the queue to get an agent to talk, failed service and finally a $400 bill. It is a nightmare!
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".
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!