Frontier Communications Customer Service Issues

I recently noticed a 44-minute call on my cell phone bill labeled as coming from Bothell, which is inaccurate because I did not place any calls from that location. The problem is that the bill does not show a specific number or area code for me to verify the call. The call I remember making was a lengthy technical call from my apartment in Everett to either Microsoft or Frontier, not my cell phone. Given that my cell phone number and the number I called share the same area code ([redacted]), it shouldn't have been a long-distance call. I need this issue rectified as I did not make this call, and I would like the charges removed.

I've attempted several times to make a payment through the automated phone system, only to be redirected to a representative repeatedly. After waiting on hold for over two hours, I had the chance to demonstrate the issue to a representative named Debbie. She advised that customer service could potentially waive the $10 fee. However, when I was transferred, Debbie did not allow me to speak with a supervisor and simply applied the charge for my entire balance instead of the past due amount. Not only did she fail to inform me of the amount she was charging, but she also did not obtain my authorization. I am requesting the $10 fee and late fee be waived due to the difficulty I experienced trying to pay through the automated system. Also, Debbie declined to provide me with a reference number or an ID number for the call. Please have a supervisor reach out to me to address this matter and review the call for further assistance.

I have had to contact this service provider three times in the last two days to purchase tokens for my Wi-Fi. The first representative I spoke to abruptly placed me on hold without warning. After waiting for 25 minutes listening to hold music, I had to hang up. The next agent informed me that I could buy 2GB for $15, which I agreed to, but the tokens were not added to my account. I called again today and was told they could only add one token at a time, and I would be charged for each one separately. It seems unfair to be billed for services that were not provided correctly. Can someone please clarify this billing process for me?

I will only be paying 50% of my bill next cycle. I have experienced two outages of landline and internet lasting 3 days each. Additionally, my internet drops out 50% of the time. Despite spending 2 hours on tech support today, I received no help and was given a repair date of 10/2, which seems too far away on 9/21. I am considering reaching out to all customer advocates provided by NYS. The staff are pleasant, but the systems and equipment are subpar. I am a loyal customer, but new service options are becoming available in our area, and we will switch when possible. Comparatively, using my old AOL and a cup with a string may have been more reliable than your current system. It seems contacting me will be a challenge due to your faulty systems.

I contacted Vtech regarding the issues with my landline system. In June [redacted], I purchased a new Vtech system after my previous one was damaged in a lightning storm. While I have been satisfied with Vtech products in the past, I am currently encountering some difficulties. Despite recording multiple announcements/greetings, they do not play. Additionally, I am receiving a Verizon announcement that overrides my recorded greeting, creating confusion. As a result, recorded calls are not coming through, and the voicemail system only works if we are available to answer the phone. I am hopeful that Vtech support can assist in resolving these issues. Thank you for your help.

I recently purchased the Internet with voice package for $45 plus tax from Frontier, and it was installed on 9-11-18. I was surprised when I received my first bill for $85.95. I contacted Verizon on the same day to cancel my service with them and have my number ported over. Even though I provided Frontier with my Verizon account number [redacted], the phone number to be ported ([redacted]), and the name on the Verizon account (Cheryl Miller), the porting process did not take place. After realizing my Verizon account was still active and I owed them $80 plus a late fee, I called Verizon again. They informed me that Frontier had not contacted them for the porting process. I spoke to a Frontier representative who set a new date for the porting to be completed by 9-26-18. Despite multiple attempts to reach a customer service manager at Frontier, I was unsuccessful and believe I am being billed for a different number ([redacted]). I kindly request not to be charged for the first bill due to the delay in porting my number. Thank you for your attention to this matter. God bless you. Greg Miller.

I have been experiencing ongoing issues with my service. The picture quality is poor with pixels appearing on the screen, and the audio cuts in and out. When I contact customer support, they advise me to perform various troubleshooting steps, which I am unable to do easily as I am recovering from open heart surgery. I recently called, and the earliest appointment available for a technician visit is on October 18th. TV is my primary source of entertainment during my recovery, and the current service disruptions are very frustrating. Despite consistently paying my bill on time and in full, I feel like I am not receiving the level of service I deserve. It is disappointing that assistance is not available on weekends, and having to wait six days for service seems excessive. I hope for a prompt resolution to this issue before the scheduled visit on the 18th.

During our stay in Cullowhee, NC ([redacted]), we typically enjoy spending six weeks here twice a year. Over the years, we've appreciated the reliable internet service from Frontier during our visits. However, during our current trip, we've been experiencing intermittent connectivity issues on our computers and Amazon Fire tablets. We have recently incorporated two Roku devices into our setup to watch TV using services like Roku and Netflix. We are considering if the use of these devices could be causing the inconsistent internet service. We're curious how other customers who have also "cut the cable" manage to utilize their internet without facing the same disruptions.

On 10/17/18 between approximately 1:25-1:30pm, I contacted customer service regarding a disputed charge. I interacted with Jelissa, employee # V_JRR044, who disconnected the call abruptly. I hesitated to provide the last 4 digits of my SS#, although I had already given my account #, name, and address. Jelissa seemed annoyed and interrupted me. I, remaining polite and without using any offensive language, requested to be transferred but she chose to end the call due to feeling uncomfortable. Subsequently, I called back around 1:35pm and spoke with another representative who efficiently provided the information I needed. I later discovered that the disputed charge had been cleared. My account, with closed account # [redacted]-[redacted]-5, was settled. It would be beneficial for your team to remember that hanging up on customers is not an appropriate resolution. If an employee is unable to assist, transferring the call to a supervisor is the more professional course of action.

I initially contacted your company to disconnect my landline but was then offered a higher internet speed. I agreed and scheduled an appointment. I received a confirmation call the day prior, but nobody showed up. After leaving a voice message for the representative my husband spoke to without a callback, a different representative informed me the speed increase was not possible. They decided to proceed with disconnecting the landline, which wasn't done until 10/4, resulting in my internet being cut off. Despite contacting customer service and tech support, it wasn't resolved until the tech visited on 10/18. Following these issues, I received a late bill notification. It took me an hour to navigate your website to pay the bill due to malfunctioning live chat. Although I managed to settle the bill finally, I request a credit for the two weeks I was without internet. Account # [redacted] [redacted] 5.

I have been charged for a service call where the technician worked outside my home, and for September [redacted], a month we did not have service from September 2, [redacted], until September 26, [redacted]. The contract stated I should only pay for inside service, and I don't feel obligated to pay for external work or for a month without service. I am unable to chat online due to technical issues, and whenever I call about a problem, the representatives hang up on me. I have spent hours on hold and still cannot reach anyone. Please contact me at [redacted] to address these billing discrepancies before I pay the October bill. - ConstanceCoy

Frontier, my name is Gilbert Buz, account number [redacted]-[redacted]-5. Approximately one month ago, I became a new customer of yours. It was a nightmare initially with constant internet outages and other issues. Despite numerous phone calls and technician visits, I continued to experience disconnections and had to frequently reset the modem. This occurred daily. I believe you can check the history of this account and see the numerous problems. Eventually, with the assistance of Mike, the latest technician who visited, it appears he resolved the issue, and I am now satisfied. My concern is that I recently received my bill and I am hoping to receive some form of credit due to all the frustration, inconvenience, and poor service I endured. I am looking forward to remaining a customer of yours for a long time. Sincerely, Gilbert Buz.

On September 19th, I opened a phone-only account with Frontier. On October 10th, I contacted Spectrum to start an account with them and transfer my phone number. Spectrum visited my apartment on October 17th but couldn't set up the service where I wanted. I then canceled the Spectrum installation. Later on the 17th, I called Frontier to remove international call service, but they mentioned a port order on my number and instructed me to contact Spectrum. When I spoke to Spectrum, they assured me the porting process would be canceled imminently. However, on the 18th, Frontier informed me that my number had ported out on the 16th, my account was closed without my consent, and I needed to sign up as a new customer. The Frontier sales representative mentioned additional fees for a new account, which I found unfair given my recent service with them. I request to reinstate my phone service without incurring extra charges beyond the monthly fee and without any additional fees for connection, access, or technical visit.

I have been trying to resolve an overcharge issue for months now. Every time I speak to a representative, including the last three times with someone in the retention department, I am assured the bill is corrected, yet it keeps increasing. Supervisors promise to call me back, but they never do. I have even initiated disputes with my bank to stop the overpayment after countless hours on the phone. I wanted to switch providers, but Fios is the best option in my area. This service experience has been incredibly frustrating. I need a qualified person to contact me and resolve this ongoing issue with overcharges and lack of follow-through. It seems like the customer service and billing departments are not aligned, despite assurances that they will be on the next bill. I am hoping for a resolution and refund. Thank you.

Hello, I'm Samuel Hill and currently have home phone and wifi services with your company. I'm interested in adding regular basic cable to my plan for three different TVs. I'd like to schedule an appointment for installation at my address: [redacted] N. Hill St. #3, Burnet, TX [redacted]. Could you please let me know when this can be done and if it's possible to combine all services into one bill? I'd also like to add my wife, Bessy Hill, to the account and update my email to [redacted] Thank you.

I am reaching out about the internet issues we have been experiencing for an extended period. Despite multiple service calls and visits from technicians who all replaced the modem, the problem persisted. After independently moving the modem to a lower level, we saw a slight improvement. Seeking advice from others, someone suggested changing the phone wire connected to the modem, which significantly improved our internet connection. I wanted to share this insight with the technicians to avoid unnecessary visits and save time and money for all parties involved. Throughout this ordeal, we never received a credit on our bill despite the persistent issues. It is disheartening to pay for a service that was not fully functional. I hope this information can be utilized to prevent similar situations in the future.

I recently discovered that a bill I thought was being paid monthly ended up in collections for an amount of $65. Upon contacting the collection agency, I found some of my information was inaccurate, like the [redacted] phone number listed. We endured internet issues for over a year which depleted our phone minutes due to incomplete service. I am disputing this bill's validity as I am unsure if it belongs to me. Additionally, we were paying for internet service we weren't receiving, as confirmed by your technician. I'd like to resolve these issues and take advantage of the $12 internet promotion mentioned in a brochure we received. My account number is [redacted] under the name Candi S. I hope to rectify these problems and ensure I am properly credited for the service disruptions. I reported these issues between 2[redacted], leading to a cancellation in April. I reestablished service a few months ago. I am encountering a password error message and will reset my modem to troubleshoot. Thank you, Candi S.

I have been a loyal Frontier customer for many years with both TV and internet services. On 10/13/[redacted], I sent a certified letter requesting the cancellation of my TV service and set-top box lease while keeping my internet service. Despite Frontier signing for the letter, I was still billed for the new month and have not received any confirmation or return shipping label for the set-top box. I am requesting that my TV service and set-top box lease be canceled and credited back to 10/19/[redacted], the date of receipt of my letter. Thank you.

There is a loose wire near the intersection of Chuckanut Drive and Colony Road in Skagit County, Washington. Skagit County Fire District 5 has been informed multiple times by law enforcement and concerned citizens about this safety hazard. Despite many attempts, reaching Frontier has been unsuccessful. Each time this wire issue is reported, it costs the fire department approximately $[redacted]. The district plans to bill Frontier for these calls related to the downed wire. The Fire District urgently seeks a resolution for this ongoing problem and requests guidance on who to address regarding this issue. Contact information: Dave L., Commissioner and Assistant Fire Chief of Skagit County Fire District 5. Phone number: [redacted].

Hello, my promotion period has recently ended, and when I contacted Frontier yesterday to discuss a business plan, I was offered a deal for $49.95 for both internet and phone services. While I was initially pleased with the new rate, I have experienced numerous unexpected billing fluctuations over the past year, with charges increasing from our agreed $72 to $83 without clear explanations. When I inquired about additional charges related to the new plan, the representative couldn't provide a definite answer on the total cost or potential fluctuations. I am hesitant to commit to a 1, 2, or 3-year contract without clarity on the monthly charges and concerns about potential price variations. I have been a loyal Frontier customer for many years and would appreciate some assistance in understanding the billing structure and ensuring a fair and transparent pricing arrangement. Thank you.