Frontier Communications Consumer Reviews - Page 2

ILLINOIS -- Ordered both online at "special" price. Came to install and said, “No internet now, no ports.” That was OK. Only cared about landline for emergency purposes for 5 year old living in home. It worked then, it was going to be $31.99 monthly, and was not. Tried again for a while. No phone when tried, telephone number assigned to me worked for calling local hospital. Customer service never even heard of me when I called, could not connect any phone number to my address. Cooled off for a day and decided to order new service. Gave SSN again and communications broke down when it was going to cost $41.99 or I needed to talk to another department, the one that couldn't help me before.

Two local guys did install, known them for 35 years. Driving through town I saw one of them and told him about it. Less than 1 hour later a woman from Frontier called me and said in less than 2 days I'd have new service at the old price and she'd waive the install fee. Third day got it hooked up except did not work. Forgot about it until a survey came email and I told them how lousy they are except for their local employees. Must have got back to a local guys because the next day one of them got with their resident computer genius and straightened it out. Frontier indeed had me hooked up on billing except the phone was never going to work without the local intervention.

A couple of days later a guy calls me and wants my SSN again or I can fill out a new credit app online. Never going to happen, I have a phone now. Letter comes in mail, I have a couple of weeks to furnish 2 notarized copies of ID, one photo or may disconnect. Bill comes over the weekend and monthly service is $41.99 plus many taxes and surcharges and $55 installation. I'm not doing anything. My efforts are over. They actually tried to sell me internet service again when they couldn't do it the first time. Wish could give zero stars.

PORTLAND, OREGON -- My roommate and I were so excited to find a company that offered cable and internet for a great deal in our area. However, the channels we were told we would have were not available and we realized that we would be better off with just internet. My roommate, who created the account, had to call several times to figure out how to cancel cable. She was told something different by every employee she spoke to, and they refused to allow her to speak to the person in charge of cancelling cable service until she had repeated why she wanted to cancel. This happened at least ten times. The one consistent thing they all told her was that we would be credited for the days we didn't have cable in our cycle due to cancellation. When she finally reached a manager, she was told that the company doesn't offer credits. They promised to send a box with a return lable for the cable box. About a week and a half later, we received two boxes. One was an empty box with NO return label, as expected, but the other box contained a new cable box. We never requested this and were not warned. We had to request yet again they send the right materials, and sure enough, we received an empty box and a return label. JUST ONE. Once again, we had to call and make sure our cable service had actually been cancelled. Because of our terrible experience, she reached out to the corporate offices in the hopes that they might be able to set things straight. They called her several times in a row during work, and when she picked up, they were extremenly rude and were uninterested in helping. They made it clear that they didn't care that we had been lied to and ignored. They offered to send a return label for the second, unwanted cable box, but who knows if that will actually happen? PS, they also said they didn't care about bad reviews. P.S.S., they try to sell you cable and internet packages even if you specifically say you are calling to cancel a service. They harass you with sales literature even if you repeatedly say no. DO. NOT. USE. THEM.

TAMPA, FLORIDA -- When it is just a daily internet connection I have no claims to Frontier Fios internet for the price I have. But when it comes to any kind of set up or troubleshoot work it is a headache for a week or more. I spending so many nerves money and time to achieve some basic services like ROUTER TROUBLESHOOTING, OUTDOORS CONNECTION RECOVERY, MOVING SERVICES TO ANOTHER ADDRESS or even UPDATING ACCOUNT INFORMATION is pain!!!

On April 4, 2018 I was transferred to Jard for 20 minutes after speaking with another horrible customer support representative and Jard wasn't interested in solving my problem. He immediately switched me back WITHOUT any reasons or confirmation. So I was 20 minutes more for waiting customer support help!

Frontier Customer support AND Technical support is the WORST unprofessional rude people I ever met in my live they makes me suffer and beg for help to make my services that I paid for to work.

1) Frontier's call system is totally awful. It spend a lot of your time asking account credentials and verify information and after minimum 20 minutes of awaiting representative start asking all the information ones again! No call back feature is advising by the system as Frontier promising.
2) Customer support doesn't know what they doing. They looking for the moment to switch you to another department and all representatives trained to bounce you to each other with additional 20 minutes awaiting and info verification every time. Also only one thing is customer support interested in: SELLING you USELESS software and features.
3) Technical support can't answer simplest questions about troubleshooting process and trying to bounce you back to customer support. They never have an actual account information, their operating systems loading for 10 minutes every time to pull my account up. Always waiting and apologizes for not working software. By the way, these people speaking on ghetto slang with terrible accent and they chewing! OMG, Frontier let your employees have a normal lunch break!
4) Technicians not coming to your home at scheduled time, they just marking your ticket as completed and go away! For me it usually takes two or three times spread for 2 weeks of scheduling service to make things work. Bunch of unprofessional incompetent people!

I strongly believe that there is NO professional trainings and quality selection actually held among customer supportю It seems they hiring anyone for cheap and all listed facts makes Frontier services dramatically poor. I don't believe this review will make any changes to Frontier's attitude to customers. There is nothing can be handled here, the company is disaster.

IDAHO -- Let me start with what will probably be most helpful to others. First, be prepared for crazy long hold times. Every time I call, I have to wait on hold for at least 30 minutes and today it was over an hour. And when they have to transfer me, there's a wait time for that too. Every time I talk to an agent, even after a transfer, I still have to go through the same barrage of questions to verify who I am and be told about how I will receive a survey via email, which I never do actually receive.

Of course you also have to be ready for phone calls to get dropped. That's happened to me probably 5 times or so. Because they ask every time for a good phone number to call me back on, you'd think, when I do experience a dropped call, that I might actually get a callback, but no. I'm 0 for 5 in that department.

And don't get me started about their technical expertise. I am an IT guy with 15+ years experience and it's very clear to me that there is nothing technical about their tech support. These guys/gals, while fine in the politeness category, are nothing more than regular call center agents with a script and a couple of desktop tools.

They don't understand how to configure the modems, can't answer any questions about the different settings and many have flat-out stated incorrect technical information. Considering they are supposed to be tech support, their lack of troubleshooting skills and basic common sense is astounding. And I've talked with at least 10 or 12 different agents over the last couple of months so I don't think it's just my bad luck.

Needless to say, my overall experience with Frontier has been a disaster from day one--starting with the fact that I had to call 3 different times to find someone who could figure out how to get me service at my cabin. The installer showed up a day early and then configured everything wrong and it took 2 more weeks to get that resolved. If there was ANY other option in our area, I would switch in a heartbeat.

Called the company to get better pricing for the FiOS bundle I had. Was told they would lower my monthly bill and give me more channels and up my internet speed to 150/150 for a savings of around $20 a month. It was a month of horrors. The first visit by the tech turned out to be a three hour affair. The man appeared to have little experience and made a trip back to his truck every five minutes or so. He argued with me when I told him the cables didn't go through the old Brighthouse box. I spent about thirty minutes trying to open the Brighthouse box. Only to give up when after another trip to the truck to get another tool I opened a panel under the house showing the connections to the old Verizon box and no cable connection to the Brighthouse box. So after three hours of watching him back and forth to the truck he finally finished. Well the next day I discovered the phone had a loud hum in it. Took 'em a week and a half to get that fixed. The first and second "fix" left me without phone service at all. Thank God I have a cell phone. Even that is a nightmare trying to punch in the myriad of numbers on their recordings to get the right person on the phone. Sometimes it works and sometimes it don't.

Got my first bill the other day and it was nearly triple what I had been told it would be and that after a $46 credit for the interrupted phone service. Turns out all the upgrades and additional channels I was promised was charged to the bill at full prices. Spent another one and half hours on the phone last night to get that resolved and got disconnected once and had to go through the whole problem again with another person. Altogether, I had to speak to four people to get the bill fixed and miraculously when I finally had had enough and asked for the department to quit their service the fourth person had the billing problem fixed in 6 minutes. At least that's what she said. Guess I will find out on the next bill.

This morning all the extras that I was promised was taken away. Increased speed, extra channels all gone and they are charging $2 more a month than I was promised for the promised upgrades and lowered monthly bill. Altogether, with visits from the techs and phone time, I lost around 13 and half hours of my life to this company. I am furious. When I can find a suitable replacement at a reasonable price, I will be gone.

TAMPA, FLORIDA -- I joined Frontier Communications the 3rd week of Sept. for their $89.99 bundle promotion. I was told my monthly recurring bill would be $120.97, including boxes, taxes and surcharges. The first bill I received was for $221.50 due to the promotions not being turned on. On 10/18/16, I spoke with a representative in their retention department. He said he corrected everything, and added some additional promotions and monthly credit. My new monthly recurring charge was supposed to be $82.32 dating back to the first day of service. I was told I had to pay the $221.50, and would receive the credit for over-payment on my next bill. I received my next bill in the amount of $140.13. I again called, and the representative stated the credits would be applied, and not to pay the bill. He said he would send me an updated bill reflecting the actual amount owed. The updated bill never arrived. Instead, I received a bill for the next billing cycle in the amount of $160.13. $7 of the bill was for a late payment fee. I spent an hour and 20 min on the phone with a manager last night to get this resolved. He said he was able to get my monthly recurring bill to $80.98 effective from day 1, and issue credits in the amount of $196.62. According to my calculations, which I shared with the manager, my bill was still $148 higher than what I was supposed to pay. At that time the call disconnected, and I never got a return phone call. I called today to verify everything I was promised last night was in their system. I was told my new monthly recurring bill was $158.95, not including taxes and surcharges. None of the promotions I was promised to get my bill down to $80.98 were executed.

My total amount paid should have been $80.98 x 2.5 (months) = $202.45. I paid more than that on my first bill, and I was told I still have an outstanding bill of $242.58 (not including a credit of $113.94 I was told would have to go through an approval process due to being over $100, and would take 2 or 3 billing cycles, which I would have to pay for now - I heard that before).

As mentioned, I am now being told my monthly recurring rate is much more than I originally signed up for, and agreed to, in addition to being over-charged for the past 2.5 months. I have literally spent over 20 hours on the phone trying to get this matter resolved with the company, but to no avail. The reps say they see the notes confirming what I am telling them what the monthly recurring charges should be, but their system is generating much higher bills. They don't have an answer for me.

NEW BRITAIN, CONNECTICUT -- It has been three month and counting where I have been waiting for a refund of a installation fee of $99.99 that was suppose to be waived. I am a new customer to this company and decided to go with Frontier communications. So I got my first bill and thought it was a little too high, so I decided to call in. I was told that I was not suppose to get charged a installation fee because I was a new customer and they will waive it if I paid the full amount. I paid the bill in full and then the representative said I will see a refund with 1-7 business days. I called back 3 weeks later, a different representative told me they will need to give a credit for my next billing cycle.

I explained that I just wanted my money back on my card because I was told all I needed to do to get my refund was pay my 1st bill in full. So the representative informed me they will just send me a check that I needed to wait a MONTH for. I said fine. I did not mind. A month goes by. STILL NOTHING in the mail. I called back, spoke to someone ELSE. I stated AGAIN that I just wanted my money back because that's what I was told multiple times. Due to the fact, the first person I spoke with explained to me that I was not suppose to be charged in the first place.

Now a different representative explained that I will have to wait and took the last digits of my card so I can get a refund. So again I called back a few days after waiting patiently. For a third time, again I was told I cannot receive my money. Now I was told I'll get a gift card because it was their fault that they mistakenly charged me for the installation fee. I said fine. I asked for a email regarding this offer so I won't need to call back. And nothing. It has been 3 MONTHS I HAVE BEEN WAITING PATIENTLY, CALM AND BEING reasonable. I have been calling since before May 7th, and now it is July 19th.

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.