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**Frontier Communications Complaint**
Posted by on
As I write this complaint I am in my 21st hour of dealing with a Frontier issue-on the phone. 17 hours of the 21 we have been on hold. Back in 2009 when Frontier took over from Verizon we set up 2 phone lines and Internet. Since November of 2009, until today (December 21st, 2010) we have had nothing but PROBLEMS with Frontier. When you call to Frontier to tell them they have their billing wrong, you get transferred to 3 different people. Frontier has our billing so screwed up right now, it seems beyond repair. We were paying for 2 phone lines and Internet. On our billing, it shows a credit for a "bundle" package. After paying our bill on-time each month we came into work to find that our Internet had been disconnected. After being on hold with Frontier for almost 45 min. we found out that they disconnected it because of non-payment for 1 year. Umm..hello? Apparently their billing department was so screwed up and during an audit they found that they had been billing us incorrectly. Now, if you are a customer and you see that you are paying for Internet each month on your bill-and receiving a credit for having a "bundle" package-you assume all is taken care of. Nope..not with Frontier. They came back to us and said they found a mistake-and now we owe for 12 months of Internet service. Sorry-pay it or you won't get service.
Now, we are in business for ourselves and explained to them that because our bill stated it included Internet-that is what we paid. The response we received, "Well, it was a mistake-you need to pay it or you don't get your service restored." WOW, excuse me? Nobody (not even the floor manager) was willing to listen to our side of the story. Not even when we offered to scan our past billings showing that Internet was included. To this day, we are still fighting with them. I have NEVER experienced a company this unprofessional in my entire life. Not only is their billing department full of people who haven't been trained properly-but their lack of concern for the customer is what blows my mind. I have never once had a problem with Verizon or Comcast. Just today I called Comcast and I am having my 2 lines and Internet switched. I am actually going to save money. I will report on every Web page available complaints about this company. I guarantee they will NOT be around long-bankruptcy is in their future unless they can get things together. Oh..and not once did they apologize for having incorrect billing for over a year. Nice company. If you currently have Frontier, do yourself a favor and switch to Comcast or Verizon or Dish or anyone else. You will be saving yourself a headache.
     
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Alain on 2010-12-22:
You may want to drop an e-mail to Frontier telling them you've switched and why via Frontier@frontiercorp.com.
Anonymous on 2011-01-05:
As a Frontier employee (formerly Verizon) we didn't take over until 07/2010...perhaps you should get your facts straight.
jandeaust on 2011-02-06:
Thank you FTREmp for your fabulous post. It is funny though...looking at the response letter from FRONTIER that they have listed right on the communication, 'FRONTIER BROADBAND SERVICES DECEMBER 2009-NOVEMBER 2010'. I wonder why they would write specifically "FRONTIER" broadband services if they hadn't even taken over Verizon yet. This is so strange. Hmm......just too strange. Maybe and this is just a thought, the billing department is still just as screwed up as everyone thinks-except you because you are employed with them. Sorry for you!
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Absolutely horrific company
Posted by on
In all my short 27 years of life I honestly have never met a service that is as terrible as this. The only reason I keep using it is because in this area Frontier has a monopoly and is the only carrier for land based internet service, only other choice is satellite internet service. I also used their telephone service when I first moved here. They have tried to charge me around $800 dollars one time and said it was because I was using a calling card from MCI. It was a total lie and I was furious and I was this close to getting a lawyer. I also had my bank refuse their outrageous charge. I had to spend days talking to various people that worked with Frontier and I was treated like a liar. Frontier finally apologized and the situation was cleared up. On other occasions when I have called in for tech support or customer service I have waited online for over 30 minutes. The longest I had to wait one time was about 45 minutes. The customer service is absolutely awful. The internet service itself is no better. They claim to offer "up to 3mbps".. beware of the words "up to" because this means that anything less can be expected and less is exactly what you will get. I have tested my speed many times and the best I get is around 0.25 Mbps. Not to mention that service gets interrupted almost daily and my internet disconnects all the time. I called them about this and they said they would send someone. Well some incompetent tech from the Navajo office came here and checked around outside while I was gone from my house and just left a note saying everything was OK. Well, OK and so now what? I just have to accept this mediocre service that goes off and on all day? No follow up? Nothing? Stay away from this company... stay very far away. The only reason they are still around is because they offer the only service in some areas and therefore think that they don't have to be a legitimate company because they have no competition here. Awful. I have never despised a company before in my life but this one I do. I hardly ever even complain about things so this should tell you just how awful this company is.
     
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Alain on 2010-10-25:
File an e-complaint by going to fcc.gov>'consumers'>file a complaint. It doesn't immediately fix the problem, but it does at least add to reports of Frontier's problems which hopefully might be addressed by the fcc at some point.
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Frontier Phone Company--USELESS
Posted by on
HUNTINGTON, WEST VIRGINIA -- We have recently had to deal with Frontier and it has been (in kind words) less than satisfying. My mother moved into a new apartment on July 11th and ordered phone service—it’s now August 16th and she still doesn’t have a phone BUT she does have a $100 phone bill. I have been on the phone with Frontier at least (and this is probably a low estimate) 12 times and no one in the company seems able to help me. I have been told that they put in a trouble ticket (on July 12th) and that they would be out on July 13th to fix the problem. No one arrived on July 13th so I called back and they rescheduled for July 14th. Again, no one showed and I called and they said they had given my mother a bad phone number and that the number actually was for a business and so they gave us a new number and said it would be connected on August 1st ( I believe this was just a ploy to get me to stop calling them every day). August 1st came and passed with no phone service. I called Frontier and they said they would open a trouble ticket (sound familiar?) Again, here we are at August 16th and we have no phone service and a $100 bill. What do I do? I call Frontier and they tell me to hold on and I think that at last I’m going to get something done---the representative comes back on the line and tells me that she adjusted the bill and we now only owe $26? What What?? Seriously? I cannot even tell you how frustrated I am and I go online and find that I am only one of many many who can get no real response from Frontier. I suppose we will have to go with Comcast and have a digital phone installed since Frontier Phone Company can't manage to actually install phones!!
     
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From high-speed to no-speed service
Posted by on
We have now acquired Frontier as our Internet provider. Verizon pulled out and left us with this worse than dial up system. Since the change from Verizon to Frontier, we have been without service every night and for several hours during the day. My friends and neighbors in the next county warned me that the high-speed access I was used to working with was all going to change. I didn't believe it could be so bad, but I was wrong. It is worse. I've called the tech support a couple of times, but the bottom line is - the server is not able to withstand the volume. This service comes to a screeching halt during any peak times. Trying to pay your bill's on-line? Forget it. Trying to read an email from a loved one? Forget it. Trying to do a little work from home? Not going to happen. What you will get at home is a bill every month for Internet service. The one you can't use half of the time.

If you have a choice, do not subscribe to their Internet service. You will be disappointed. Unfortunately, I had no choice.
     
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Frontier takes money not owed to them
Posted by on
BINGHAMTON, NEW YORK -- About a year ago I started having problems with Frontier Communications phone company. I had signed an agreement with them that was supposed to be for a year. Well I decided to buy a house and the house I purchased was outside of the area they supplied phone service to. I called Frontier to see what my options were. I thought the agreement was for one year. The rep I talked to tells me that the agreement was for two years. So already I was lied to right of the start. The only reason I signed was because it was one year. They then tell me It will cost me 300 dollars to get out of the agreement. So in short this is what they are saying. Because they cannot give me service that I am more than willing to pay for, I have to pay them money to get out of a contract that they cannot fulfill. WHAT? This is the best part. I talked to 6 reps. 3 of those reps told me that the contract should be voided because I am moving outside of there area. But the other 3 reps, who were supposed to be supervisors, told me that they had no records of anybody telling me that. So now I'm told that if I pay 170.13 instead of the full 300 then that would be fine. WHAT?

So I ask for a copy of my contract agreement. I was sent a copy of an agreement for a 4 year internet service. Well at this point I realize that this company just scams people. I'm sure that the 170.13 was a number pulled out of the sky. Unfortunate for me I don't have the money to take this to court. I just paid the bill to avoid the bad credit.

Anyone looking for phone or internet service should look someplace else.
     
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tnchuck100 on 2008-01-11:
If you did not get the settlement of $170.13 in writing before paying it do not be surprised if in the near future some collection agency starts hitting you up for the $300.00. What they tell you on the phone doesn't mean squat. They have already proven that to you.
Anonymous on 2008-01-11:
Good answer Chuck, sometimes it is better just to pay the hostage fee's and get away from some of these companies. But always get what they say over the phone in writing. (BA)
Ponie on 2008-01-11:
'...an agreement...was supposed to be for a year.' What did the agreement say? You read it before signing, didn't you?

'I ask for a copy of my contract...' Why didn't you look at *your* copy of the contract? Oh. You couldn't find it? Silly girl/boy.
oak49sox on 2008-02-12:
to the top 2, thanks for the tip, but I made sure I had the bill for 170.13 put in writing and have checked back to make sure my balance with them is zero. And as for Ponie, you should think about the things that are not on this page before you post a dumb comment. Frontier is a phone company in my area with no local office, ALL contracts are done over the phone. So no I did not have a copy of the contract, so I could not read it. I, like oyhers trusted them. My trust was betrayed and I wrote this complaint. If you have any other dumb comments, think before you post them.
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Frontier Internet Service Out for 8 Days and Counting
Posted by on
Rating: 1/51
Frontier Internet service went out Tuesday 6/10, called on Wednesday told it would be fixed, no word back so called Thursday at 5am. 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.
     
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Internet Issues
Posted by on
Rating: 1/51
ROCHESTER, NEW YORK -- I recently contacted Frontier Communications because of the modem I have. I kept trying to tell these idiots that the internet keeps going out and that I needed a new modem. The person proceeded to tell me that there was nothing wrong with the signal. It took everything inside of me to not use a few choice words. They do not seem to listen to the customer at all. I have a bundle through these morons and I am shopping around for something better. Hear me clearly, DO NOT DO BUSINESS WITH THIS COMPANY. THEY ARE THE WORST COMPANY EVER!!!
     
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Charged fee on no bill sent & for added feathers to bill
Posted by on
Rating: 1/51
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 witch 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 feathers on my my bill that appeared some months before that wore not sometimes correct my original agreement with them. They looked in to it & told me that I would receive a credit for the mistake for 35.02. When I received the duplicate bill there was on 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 feathers 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.
     
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PassingBy on 2013-08-08:
You should be able to access your account online. Then you can check it at least once a month to see what the next billing amount will be. I've got Verizon and I've found charges for services I never ordered. A call to billing cleared it up immediately.

The late fees could be forgiven if you are polite about it. However, you did pay late even though you never got the bill.

As to the 'feathers' (features), I suggest that you call back and be firm that you want to be credited for items you did not order.
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Very Poor Internet and Repair Service
Posted by on
Rating: 1/51
HUNTINGTON, WEST VIRGINIA -- When we first moved here about 6 years ago we started with Frontier phone and DSL. Every time it rained our internet would stop working. We called many times and a tech would come out and not fix the problem. The last we called they told us that a tech would not be out for a month. We change our service to Lumus. Great customer service but still it turned out that they could not fix the problem as Frontier owned the lines in the street and to the house. The Lumus techs all tracked the problems to the lines out in the street and put in service tickets for Frontier to fix them. Well nothing ever happened.

Here we are 6 yrs later still stuck with Frontier. We just recently went back to them 19.99 deal as it is a bit cheaper than through Lumus. This year the problem has gotten so bad that we loose internet daily no matter if it is raining or not. I complained to the service department and they said that they couldn't help and all as they could do is send out another tech. He came out today, fiddled with the modem and wouldn't listen to me that the problem is not inside. Now I have speeds about as fast as dial up and still loose connection. E. G. it has taken me a little over a hour to get this posted.
     
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trmn8r on 2013-04-24:
The problem is in the copper line, and the phone company won't spend the money to replace it. You are in a real bind I am afraid. Your only hope is probably to wait for fiber or use cable access, which is going to cost more.
Buckhannon , W.Va. on 2013-09-05:
Frontier sucks clear to the pits of hell. I am
having the same problems and more. Wish I
have seen these comments before got
Frontier. I may call the Better Business Bureau, Federal Communication Bureau,, etc. How can our government let this go on for so long? Its time to sue the pants off them. Enough is enough!!!!!!!!!!!!
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Worst Experience I Have EVER Had With a Company
Posted by on
Rating: 1/51
PULLMAN, WASHINGTON -- I hate Frontier Wireless. They are the most worthless company ever to be in existence and the only reason these crooks are still in business is because some people have little choice who their ISP is. Back in June [JUNE!!!!!] I paid a $44.12 otherwise I would be "reported to collections". Well guess what? I reluctantly paid it to shut them up. Turns out I was right. I didn't owe $44.12 after all!

So I have been getting a bill every month since stating "44.12 Cr". Every time I call, the representative tells me "Next billing cycle you will get your money". What they are doing is illegal. If I wasn't a poor college student I would call a lawyer and sue Frontier for this atrocious act of theft. Time Warner for life!
     
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trmn8r on 2012-09-03:
The good news is that your bill shows the credit - all you are losing is the interest. With today's rates, this is approximately a penny a day.

It sounds like they are about 1 month tardy in reimbursing the fee. I'd wait one more before expending more energy and time on this. Then I'd pester them with phone calls, maybe a BBB complaint to try to get their attention.
LMN on 2012-09-25:
As a former employee, I can tell you it takes 3 billing cycles (3 months) for them to process a refund. If you call their customer service and ask to speak to an offline refund specialist, that could hurry things along. A BBB complaint is also recommended.
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