Frontier Communications

Very Bad Customer Service
Was switched to Frontier when they bought Verizon 6 or 7 years ago. Have had some problems here and there, but generally we worked it out. Things were fine for the past couple of years, until November — when suddenly the internet started have long, random periods during which it slowed to an aching crawl (below 1.0 mbps), and several times a day when the internet simply disappears! I called customer service multiple times, with no satisfaction yet. A couple of weeks ago — after a tech supposedly checked out something outside the house — our phone lines started having such serious static that they are unusable. After multiple calls to customer service, this still isn’t fixed. So now — despite sending my money regularly to Frontier — I have no functional phone or internet — and Frontier absolutely doesn’t care. If something cannot be fixed within 15 minutes, they just tell you they are sending a tech out — but the tech is never available until a week or more later, and then doesn’t do anything to fix it. And they never check in or call back to find out if anything is working! Every time I talk to them, I have to reinvent the wheel, because for some reason they won’t access our past trouble ticket records and such. This is a «communications» company?! They absolutely suck at it. If you wanted to teach somebody how to create a really, really bad company, you would take Frontier as your model.

I was switched to Frontier after being a verizon customer and Frontier purchased the Verizon DSL rights for my area (there is no other game in town except TW cable, and I REFUSE to go down that road). I recently had an issue with a «company wide data-​integrity initiative» that left me unable to access websites from home for more than a month. In other words, I needed to register my modem to confirm I was the legitimate user. You would think they would have given me a heads up about something like this.
Also, since I was switched from verizon to frontier, my outgoing email does not work. Customer service/​tech support is unable to fix it, claiming it’s an Apple issue, not a frontier issue… here we go with the runaround.
Not a fan!

HORRIBLE!!! Would give zero stars if that was possible.
After spending hours on the phone with customer and technical «support» on multiple days and still not able to have Internet service set up, I decided to cancel. Which meant another lengthy phone conversation. I was assured that no charges would be incurred and that the account was successfully closed (as I never actually was able to use the service). I just received a bill today for the last month and the prior partial month listing an overdue amount. Needless to say I was more than annoyed and immediately called Frontier billing. The representative was rude, never apologized and simply told me the last person processed the request incorrectly and that o was given misinformation. Then assured me that the account was credited, but that I would likely get at least one more bill because it takes 3 billing cycles to purge an account. Seriously?
Realizing that she was going to continue to be unhelpful, I asked to speak to a supervisor or manager. Her response was «sure, I can transfer you, but they won’t be able to tell you anything different and you’ll be on hold a reaaaalllly long time.»
If you are considering Frontier, do yourself a favor and stop. Now. Amazingly I now appreciate TWC (that alone should speak volumes)

Gee, I’m sorry for all y’all who have had problems with Frontier.
I can’t say I’ve never had problems with them, but they’ve fixed them.
Granted, sometimes not as quickly as I would have liked, but given that I would have liked them fixed *before* I was aware of them, I have to give them a pass on this.
Would I like them faster? Of course!
Cheaper? Same answer.
But Frontier has worked better for me than the other options.

My neighbor had services installed and during the installation, they cut my cable line. No apologies, pissantly told me to call to get it fixed. On top of everything, this all happened at 5 on a Friday, so needless to say, not easy to have a timely fix. I thought Time Warner was bad…

Yep, I’d give 0 stars if that was an option.
I switched to Frontier internet service Feb 9.
It didn’t work well since day 1: it dropped, sometimes for most of the day, sometimes for a few minutes, several times a day. It also cycled between «normal» speed, and quite slow.
The original tech (very nice guy) who set me up came back to my house probably five times, trying to fix the issue.
He told me to call his area supervisor, who didn’t call me back until I’d called him 3 times.
Finally a 800 # tech support guy called me, and I started the cycle with them: they’ve «fixed» it, but call if there’s a problem. They are not very helpful, and some are quite rude. I think I called them 3 times?
The first trouble ticket they set up for me was closed when the local tech claimed he’d tried to call me to come over and I never called back (FLATLY untrue).
The second trouble ticket was also bogus — the tech never showed, and when I called they claimed they «fixed» it, and that the tech had been at my house the previous day (the day we had 5 inches of snow, riiiight). When I told the tech on the phone of the snow, and that I’d been home all day, he backpedaled… and meanwhile, my internet was STILL not working.
I called to cancel the service and surprise, surprise, I’m still being expected to pay a portion of the time I had their (dropping, slow) internet.
I’m not a big fan of TW, but they’re better then Frontier, in my opinion.

If I could give a fraction of a star, I would.
This company isn’t just inadequate, it’s an embarrassment to the industry. What’s worse, they seem to have pride in their disgraceful practices and services. They generally offer Internet internet in many places where they are the only providers there — and advertise as if they are the best. That’s a bit like saying you are head of your class when you are home schooled.
PLEASE READ, THIS IS A SERIOUS SCAM. Here’s our story…
–Ordered «high speed internet.»
–Frontier «tech» showed up to only deliver the modem. A wannabe UPS guy, I suppose.
–I’m told all I need is to put the disc into the computer. Disc? Computer? No one uses discs anymore. Many people, like us, use tablets. Welcome to … Today.
–The tech outright and rudely refused to assist us, then left.
–I had to call tech support and ended up on the phone setting up this «easy to use service» for an hour and a half. To this day, Frontier will not pay my service bill for technician work. I did the work. Time is money. I charge $ 100 an hour at my job. Where’s my money?
–The Internet was finally up and running. As soon as I got off the phone, problems. Apparently, they didn’t know dialup Internet is inadequate for today’s world. Netflix wouldn’t buffer films. Online timed college tests would load when the timed tests were over. Nothing worked. Nightmare.
–We tried to cancel service and instead they sent a tech over to fix it. Where was this labor before?
–We cancelled service. Months later, I honestly could not afford to use my phone as a hotspot anymore, so I called them up and asked for their FIOS which we were never offered in the first place.
–They signed us up for FIOS for $ 50 a month and told us the gear would arrive via UPS. No tech, and really easy setup.
–The same dialup modem arrived.
–Still no internet.
–Bill after bill for services we have never had. When we called about the bills, they claimed there were no bills on record. Huh?
In short… This is a company that has no idea what they are doing as a business. They don’t keep track of billing and records properly. They don’t offer what they say they offer, which is fraud. Dialup in 2015? Where are we, Tibet? Frontier is an antique company that made a new shiny name for themselves. They pray on unknowing people (like the many older folks in our neighborhood) selling fake FIOS «high speed internet.»
SCAM SCAM SCAM SCAM SCAM
FRAUD FRAUD FRAUD FRAUD FRAUD
PS — Dialup? Hahahahahahaha… Omg, what losers. What did they do? Inherit their gear from a dead uncle? Hahaha…
PPS — It’s really not a good idea to drink at family reunions. Waking up the next morning in bed with your cousin will instantly result in a future generation of Frontier employees. Poor kids never had a chance…
PPPS — Dialup???
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*** UPDATE ***
Called technical support. They informed us that the reason that the Internet still isn’t working is because they forgot to hook it up. So what did the technician do when he got here? Sit in my bushes and take a hardy crap? New plan: I’m ordering a technician, calling the cops when I see him, telling them I have no idea why he’s constantly on my property I never called, and then charge him with trespassing.
Perhaps I’ll send a bill, too, since I’m doing all of the labor.

I have never experienced the level of disappoint I have experienced since installing this internet service. The amount of time of working service vs. having no service has almost been equal but my bills are still for the full monthly amount. But that is not the worse part, it is the time between the phone call I regret I made THREE weeks ago (asking for an upgrade due to buffing) to today with being 6 days with no service.
Three weeks ago, when I upgraded my service I was told by a customer service (cs) rep that the upgrade could be done remotely. Then, last week (⁸⁄₁₉), I received a voicemail from a tech and soon after a home visit to do the «upgrade». This home visit was never scheduled with me and I was unaware of it until the day he came. At that point, I was getting dressed and had to leave for work. He was able to come back that evening. He did a little work and he stated that he disabled the DSL but I still had a signal so I would have cable until a tech would come back tomorrow to finish the upgrade. He put in a trouble ticket for me and a tech was schedule for 3:30 pm or later. I tried the internet after he left, it worked for an hour and stop but I had a tech coming tomorrow, right? The next day no one arrived and by 7:30 pm, I called cs again and was told, someone would be at my house at 8 pm. No one ever came by. Off and on for the last few days, I have been in contact with cs to try to resolve this issue to no avail. Including a call when I was told I would need to be charged for having a tech come out to restore my original internet speed. This upgrade process has been a complete disaster. I was finally told that a tech came to my house, left a note on my door on the same day I stayed home to meet them (⁸⁄₂₀). Thankfully, I had a friend over too so we both confirmed that was a lie.
Yesterday, I called and I was told that I had an appointment today anytime between 8 am — 5 pm and I would get a 30 min notice or tomorrow (⁸⁄₂₆). I again took off today because I really did not want to miss this appointment. Guess, what? I received a call from another cs rep trying to schedule an appointment around 12:30 pm. The same appointment that I am currently at home today waiting on for later this week. When I explained this to her, she informed me that my appointment for today was not fully processed!!! I was told I would hear from the cs rep who made my reservation for today via phone. I NEVER received a call. So at 3:46 pm today, I called to get an estimated time of arrival for my appointment today. I was told my appointment is Sept 8^th. This is completely unacceptable. The cs rep tried to flag this issue in the system but could not promise an appointment for today or tomorrow.
The lack of communication, follow-​through and the way this company waste customer’s time is horrible.

Absolutely horrible service and customer service. The rep who set up my service misrepresented what i was getting, and when I called tech support, I was volleyed back and forth between customer service and tech support for 45 minutes. The only technical advice I got was from a customer service representative, who told me it was my fault the internet was slow (pretty sure setting your quality settings at 2 mbps and still not being able to watch more than a minute of streamed content at once when you are paying for 6 mbps is not my fault). When that rep refused to transfer me to someone more helpful, I hung up, called back and canceled my account. When I explained to this new representative that I had switched away from TWC to avoid issues like this and have found it even worse, she did not apologize, but simply said: «I understand. Let’s cancel your account.»
Don’t do it.