Frontier Communications Customer Service Issues

I recently received a notice stating that if I did not pay the past due amount by 4:30 pm on 12/13, my services would be temporarily disconnected, and I would have to pay a reconnect fee and a deposit to have them restored. I have scheduled the payments, but unfortunately, I used my Christmas money that I had set aside for gifts. This means there won't be Christmas celebrations at my house this year. I am particularly frustrated because I've called multiple times about my internet issues - slow connection and spotty wi-fi. Despite paying over $90 each month for services I do not fully use, there has been no adjustment to my bill to address these ongoing problems. I wish the letter could have come after the holiday season. Although I will settle the past due balance to keep the company happy, it leaves a sour feeling for me and my loved ones. Merry Christmas and a Happy New Year to all!

I used to be a Frontier customer until last July when my promotional pricing expired. The new pricing was significantly higher than a comparable plan from Comcast. While we preferred Frontier's service, we opted for Comcast due to cost considerations. My current Comcast plan includes unlimited phone, 50 Mbit internet with a router, and a 2 TV package with DVR for $[redacted]/month, offering programming similar to Frontier's Extreme package. Despite wanting to switch back to Frontier, I have been unsuccessful in finding competitive pricing. Is there someone at Frontier who has the authority to match Comcast's prices?

I reached out to Frontier at [redacted] today as instructed by the Retention Center last year to inquire about obtaining a better rate in December. Despite the previous $90 monthly cost for Internet/phone/TV, this year, the best offer presented was over $[redacted] for the same service. Therefore, I requested to eliminate the TV plan to reduce the price. Unfortunately, I was informed that canceling the internet and phone would incur a $[redacted] fee due to one year remaining on the contract. Consequently, our monthly total for [redacted] will be $84 before taxes. Questionably, following the removal of the non-contracted TV charge of $59, I anticipated the internet and phone contract to remain at the previous $65 total. I later found that Spectrum offers a 1-year contract for internet and phone at $65 with faster download speed ([redacted] Mbps). Requesting Frontier to honor the contracted $65 price from last year or to reduce it is my proposed solution. Although the representative was helpful and offered the best deal possible, the increased bill for decreased service is concerning, especially considering the loyalty credit of $50 per month we received last year.

For the past year, my Frontier DSL Internet access has been failing repeatedly. Recently, it goes down at least 5 times per day. I have reached out for technical assistance multiple times and had several visits from technicians. Lately, the technicians have been missing their appointments, leading to rescheduling for a week later. A few weeks ago, after many issues, telephone support determined that my ongoing problems were due to a faulty Frontier modem and sent a new one for installation. However, once again, the technician did not show up. An automated call informed me of another appointment, but the message was garbled, and I missed the date and time. When I tried to get this information, Frontier's menu system did not connect me to the help desk due to a pending appointment. I am stuck and seeking assistance.

In October, I was content with the service I received at a reasonable price. However, my November bill unexpectedly increased from $[redacted].64 to $[redacted].98. After contacting customer service, I had to reduce my services to lower the bill. I opted to remove some premium channels while keeping Starz. I was informed of a 3 month promotion on HBO & Showtime, so I kept those as well and declined the security bundle. It was mentioned that my bill would be around $[redacted] plus tax. Yet, shortly after, I realized I was charged for Starz, which I no longer had access to, and the security bundle I had declined. Despite receiving credits after another call to customer service, my bill rose to $[redacted].85. Dissatisfied with these ongoing issues, I am considering other options like satellite or streaming services due to Frontier's inconsistent billing. I simply seek a return to my October service level and bill.

For more than a year, despite numerous calls to Frontier Tech support, the company has been unable to maintain a reliable DSL connection for me. My DSL account number is [redacted]. The replacement DSL modem sent by Frontier has arrived, but I have not yet received the installation instructions. I am willing to set it up myself if someone can guide me through the process. If needed, I can be reached at [redacted]. Additional information: Over the past year, my Frontier DSL Internet service has been consistently failing, with multiple outages daily in recent months. Despite numerous requests for technical assistance and visits from field technicians, the problem persists. Recently, a technician did not show up for a scheduled appointment, without explanation. I was informed that the ongoing issues were due to a faulty Frontier modem, and a replacement was sent for installation by a technician. However, once again, the technician did not arrive. An automated call rescheduled another visit, but the details were unclear due to technical issues. When I tried to obtain the missing information by calling Frontier, I was unable to reach the help desk as the system indicated a pending appointment and disconnected me. Assistance would be greatly appreciated.

I have been experiencing intermittent internet service issues with Frontier Communications since October [redacted]. Despite contacting them over 32 times in the last 90 days and providing evidence of ongoing problems, they have failed to resolve the issue. After multiple attempts and being continuously put on hold for hours, I reached out to request credits for November and December due to the lack of service. Unfortunately, Frontier deemed the problem resolved and refused to acknowledge my ongoing connection troubles. As a customer since August [redacted], I expected better treatment and service from Frontier. I insist on receiving the appropriate credit for the persistent internet issues I have faced. While I am in the process of switching to a more reliable provider, Frontier should address this matter promptly and improve their customer service reputation. It’s essential for other consumers and investors to be aware of the lack of service and support provided by Frontier. It's time for them to resolve this issue and regain their customers' trust before losing more patrons to competitors who prioritize customer satisfaction.

Frontier, Today, my husband and I spent over 3 hours on the phone with your company. We are extremely disappointed with the customer service we received. Despite paying a high price for our service, we have never received the Internet speed we were promised. Throughout our calls, we were on hold for hours, hung up on, and faced unhelpful representatives. We were promised a bill reduction to $[redacted] for TV and 75/75 Internet, but the speeds were never delivered. After multiple attempts to resolve the issue, we were met with rudeness and poor treatment from your staff, culminating in being hung up on. Despite our efforts to cancel our account, we were continuously transferred to different departments and left on hold for long periods. We feel that Frontier's customer service is unacceptable, and we are now considering switching to Spectrum, where we can get better service at a lower cost of $[redacted] per month. I have evidence of the excessive hold times and hope that Frontier addresses these customer service issues promptly. We plan to disconnect our Internet and TV services on Tuesday, 22-Jan. Thank you. Dave Webber

I experienced issues with my DSL internet service and contacted Frontier on December 19, [redacted], to report the problem. They scheduled a repair for December 26, but the appointment was rescheduled twice. After multiple delays and rescheduled appointments, the repairman did not show up. I contacted Frontier again on January 7, and despite more rescheduling and confirmations, the repair was not completed. Frontier informed me of an emergency situation and promised a resolution by 5 p.m. that day, but within minutes, I received another automated call rescheduling the repair to January 30. I am frustrated by the lack of service and multiple delays. Despite spending hours on the phone, I have not received a satisfactory resolution or reimbursement for my time.

Today, I signed up for a new service and added the extreme channel package expecting a total monthly bill of $[redacted]. However, I received an email from Frontier stating a monthly charge of $[redacted] along with additional one-time fees. I was promised free installation and not informed about extra charges beforehand. The customer service phone system offered me unrelated promotions, and the live chat had long delays leading me to give up. I'm reaching out here for help in resolving this issue. I only have the email confirmation and verbal assurances from the sales representative and installer regarding the $[redacted] monthly fee. I provided my account number, which I presume is my landline number: [redacted].

I returned to Frontier seeking improved service but faced challenges with a modem issue. After waiting on the phone for assistance, multiple transfers between customer service and tech support caused delays in resolving the problem. Despite receiving a new work ticket with a scheduled visit time, the serviceman did not show up. Follow-up calls led to further transfers between departments, causing frustration. Although tech support confirmed a new modem would be brought, resolution remains pending. My TV's "on demand" feature does not work correctly, and phone calls drop when on Wi-Fi. I am disappointed in Frontier's service for the second time in three months and find the situation unnecessarily complex despite my patience and understanding. Thank you, Patty Graybill.

Today was the scheduled day for my internet installation. The technician arrived on time, which was good, but unfortunately, he seemed unsure of what he was doing. My boyfriend, who is a maintenance technician, ended up guiding the installation process. The technician placed the router in an inconvenient location, hanging over the couch with no stable spot. He left saying he needed to get a different cord but didn't return to finish the setup. We tried to reach out to him with no success. When we called customer service, they weren't very helpful either. We managed to improve the connection ourselves. However, the speed we are receiving is far below what I was promised. I paid for 25mbps but only getting around 10.5mbps. I am extremely disappointed and frustrated with the service. Can we test if the router can be connected to a different phone jack in our bedroom instead of the current location? Thank you.

Since the installation of AT&T U-verse in my Connecticut home back in [redacted], I've noticed a gradual increase in volume on both my Samsung and Toshiba HDTVs. Initially set at level 18 on the Samsung, the volume has slowly risen to around 32 after Frontier Communications took over the service. Over the years, I've had to keep adjusting the volume, and now in [redacted], it's requiring even more adjustments, reaching into the mid-30s to low forties. I've considered if the TVs themselves might be the issue, but since both are changing at the same rate, I suspect it could be a DSL signal problem causing the volume fluctuations.

When I try to make a call to report an issue with receiving calls and having to press "0", it doesn't allow me to answer the calls. Additionally, I experience an echo and a clicking sound when I press "0" or any other number to pick up the calls. This problem occurred last night and is persisting today. I've attempted to contact the phone service provider, but when I select an option to connect, it doesn't work. While I can make outgoing calls without any issues, I am unable to receive collect calls when I press the corresponding number.

I am experiencing significant issues with Frontier's technicians and representatives. The only person who has been helpful during this entire ordeal is Aurora at the local sales office. The trouble started last week when I agreed to a new deal for increased Wi-Fi strength and phone service for $45. I had been a Vonage customer for two years without major issues. After waiting for a technician who didn't show up and then accidentally canceling my account while trying to cancel the technician appointment, I found my Wi-Fi turned off. After a frustrating series of attempts to get help, including encountering unresponsive support and incorrect billing for a new modem, I am left feeling incredibly frustrated. I would greatly appreciate some form of compensation for the inconvenience caused and urgently need my Wi-Fi service restored. Suzanne Hall Pinehurst, ID

I only had internet service from your company, but it was disconnected last November. I keep receiving new charges although I can't even use the service. I refuse to pay the $[redacted]. Please come and retrieve your equipment. The $75 charge for plugging in a phone jack and the socket is unreasonable - I could have done it myself for free. Please stop sending new charges when the service is not even usable. Retrieve the equipment you connected and charged me for. If you had just mailed me the tools, I could have set them up for free.

This is the fifth month that my phone has not worked. I am tired of having to call every other day to get you to fix it. Last time, Louis came out and said my problem was due to your old lines, suggesting I get a better cell phone or a satellite phone. My brother, who lives next door and uses the same lines, has no issues with his phone. I refuse to pay any bill as I have not had any service. Your treatment of me has been terrible since I enrolled in this service. I have been charged for services I have not received. If you can't fix my phone, please cancel my service and refund all the money you charged me for inadequate service. Additionally, every time I try to chat with Frontier, they abruptly end the conversation after I respond to their questions. This is unacceptable. Susan N. [redacted] Longpoint Rd Burton, Texas [redacted].

I have been experiencing issues with my phone service for the past five months. I am frustrated having to contact support almost every other day to address the ongoing problem. During the last visit, Louis mentioned that the outdated lines were causing the trouble and suggested using a better cell phone or a satellite phone. Interestingly, my brother living next door has no issues with his phone on the same lines. Due to the lack of service, I refuse to pay any bills until the matter is resolved. The service I received does not align with what was promised, and I have been charged for services I have not even received. If my phone cannot be fixed promptly, I request that my service be canceled, and a full refund for all charges for substandard service be issued. Thank you. - Susan N. at [redacted] Longpoint Rd, Burton, Texas [redacted]. I expect my phone to work reliably for more than just one day a month.

Subject: Billing Inquiry and Service Complaint To Whom It May Concern at Frontier Communications, I hope this message finds you well. I am writing to address a concern regarding a recent charge on my bill. My March and April [redacted] statements included a $3.99 fee labeled as "Tax or other fee." When inquiring with a Frontier representative, I was informed that this was a state tax specific to Oregon. However, after conducting thorough research, I could not find any legislation in Oregon supporting the imposition of a tax on internet services. I take issue with being misinformed about this charge and wish to express my dissatisfaction with the service I have received from Frontier thus far. My experience has been marred by poor communication, installation mishaps, difficulties in payment processing, excessive late fees, and challenges in reaching customer service. I have decided not to remit payment for the $3.99 charge at this time as I believe it to be unjustified. I am prepared to seek services elsewhere if necessary. I kindly request that all future correspondence regarding this matter be sent via email due to my busy schedule. Thank you for your attention to this matter. Warm regards, C. Mc Gee Frontier Account # [redacted] Email: [redacted]

I have been a Frontier customer since they purchased Verizon in the Dallas area. After receiving a notice about the end of my contract and impending higher charges, I reached out to customer service multiple times for assistance with changing plans. To my surprise, I was informed that I needed to call on the specific date my contract expired to avoid a termination fee if I wanted to switch plans. Furthermore, my bank account was mistakenly charged twice for my payment. Though I called on April 22nd and was promised a reversal within 24-48 hours, a week went by with no action taken. When I followed up, I was informed that the charge had been applied to my next bill and nothing could be done about it. Additionally, I have been sold a landline that has not worked despite my weekly complaints. It seems Frontier is not interested in retaining my business, but I wish they had communicated that earlier so I could have sought services elsewhere. Defending Frontier to my neighbors in the past now makes me feel foolish compared to their positive experiences with other providers. I am left feeling undervalued and overlooked by Frontier's customer service.