Frontier Communications

They had me on hold for 1 hour 35 minutes! Frontier communications could not even tell me how to retrieve voice messages. I tried to get a supervisor and Pamela hung up on me! If 911 operated like frontier a lot of people would be dead. Worst customer service I have ever received!

I am an old retired guy, and have a landline with Frontier (remember those?! lol). I dumped my Comcast TV long ago because I got sick of paying thru the nose for endless commercials! However, I kept the Internet, and have been mostly happy with it. I pay for 30 Mbps, but typically have been getting nearly twice that! Lately I started having problems and sometimes I get less than half the 30Mbps, but on a speedtest it sometimes hangs at around .5 Mbps for sometimes 10 – 15 seconds, so something’s not right! A friend has Frontier FIOS and loves it. I called them on ⁵⁄₂₆ and talked to a nice guy, but I believe he gave me a lot of bogus answers to my questions! I then tried chatting, and then resorted to email to get my questions answered. It did not go well, and nearly three weeks later I have not received one stinking answer to any question! Only got the run around! I feel they must not want my business, and thinking of dropping my landline too! This was my last response to them:
What is wrong with you people?! I first called you, spent a lot of time on the phone, and got bogus answers!
I then chatted with two different people in two different departments, neither of them could give me even one answer to any question!
I was then told that a supervisor would call me within the hour. I waited by the phone all night, and NO CALL!
So I emailed you. You emailed me back and you told me you would respond to my questions within 24 hrs Or Less, and even gave me ticket #355 001. I thought I was Finally getting somewhere!
48 hrs later, No Reply! I emailed a reminder, and you again emailed me a reply that you would respond within 24 hrs Or Less!
Another 48 hrs goes by and I Finally received a response. You asked for my address and phone # so you could help, which I gave to you!
Yet another 48 hrs later you send me this and tell me to contact you by chat! WTF?!! Did you not listen to anything I have said?! I have already chatted TWICE, and got Not One Answer!!!
Rather than giving you more business, I think I will be dropping all my business with you! All my land line is good for anymore is attracting calls from scammers even though I am on the National Do Not Call List! But I will certainly first pass this on to corporate, and post my experience on Unilocal!
Thanks for NOTHING!!!

These folks are the worst. Wanted Dish satellite service and the «bundle» they offer was internet and phone through Frontier. I called to confirm my install date and the call was dropped, I called back and was transferred to the wrong department, the third time the connection was so bad they needed to call me back on my cell. After all that they couldn’t move up my install date. Stay clear if you can.

Since Frontier bought out some of Verison’s territory, the internet has been problematic. I bought a new pc because I thought something was wrong with it as the screen went down for a few seconds at various times. Now the same thing is happening with my brand new pc, so it has to be Frontier’s system is going down at times. I emailed them about the problem before buying the new computer and got no response!!!

Absolute WORST experience ever with a TV/​internet company. I took over paying for my dad’s account and paid them, but come to find out they created me an entirely new account (which I didn’t ask them to do) and started billing me directly… and I didn’t get a bill from them for 2 months. Just got my bill in the mail today PLUS a late payment/​collections notice from them when I haven’t even received a bill until now…
I call Customer Service and after waiting 47 minutes to speak with someone, I talk to the guy and he explains that they have 2 accounts for our address and explains that since I have a new account that’s not «grandfathered» in like my dad’s account was (which I didn’t ask them to do, I gave them a new card to bill, that was it!) the bill went from… wait for it… $ 107/​mo to $ 294.95! Nearly $ 200 more! With no other explanation… what in the world? I tell the guy I want the old account re-​opened since I never requested to close it and was simply making payments for my father… and that’s no longer an option.
Horrible. So unethical and slimy!
Why is it so difficult to find an ethical, helpful, honest cable/​internet company?
They are horrible! DO NOT CHOSE THEM IF YOU DON’T HAVE TO!

Although the representatives I have spoke with are friendly, no one takes accountability to resolve the customers issues. You get transferred multiple times and placed on hold for over an hour and still nothing gets resolved. I have escalated my billing issue multiple times and it does not seem to help. They are over charging me and will not take any actions to correct it. I’ve been told they will call me back and never do. I finally spoke with a supervisor and he stated I would need to call back each month to get my account manually adjusted. When I stated I need my service cancelled without any fees due to their inability to correct my billing, they refused. I will never do business with this company again.

DO NOT DO BUSINESS WITH THESE CREEPS!
While their setup and service was barely average, when I moved, and contacted them to make sure I had paid all the final charges on my account, they said I had. Several years later my credit report showed a Charge Off for $ 42 from Frontier Communications! I did not owe them any money, and went out of my way to make sure we were completely settled before I moved. And then they refused to let me pay the (fictitious) amount and remove the credit ding. I’ve even hired Credit Repair experts to expunge the ding, and they’ve gotten nowhere. And this single ding has injured my credit score dramatically. These are mean spirited, incompetent, idiots. Go anywhere else but here.

I waited a whole day for technician who never showed up. No phone calls no emails no nothing. that is 8 hours that I will never get back in my life again. This is terrible customer service in my opinion!

The absolute worst. I was forced into using Frontier from Verizon, and it all went south and very fast. Impossible and repeated billing irregularities — quasi-​fraudulent, and the worst customer service I have ever encountered.
Avoid at all costs!

Absolute worst. Business charges are so freaking high and without clear description that if you are not familiar will sip out money from your pocket. Monopolistic approach, incompetent customer service reps. I can keep going on and on.

Frontier SUCKS!!!
Can’t get their act together in Long Beach.

Frontier Sucks!!! Ever since they bought Fios, I have had nothing but problems. Internet is slow and barely works half the time, I can barely do anything! Sigh* I can’t switch because they are the only Internet provider in my area, this is disgusting. Fios wasn’t that good but at least it worked!!!

The biggest problem I have and still having with Frontier TV/​Internet is their customer service. It’s almost non existent. The wait time is really long and it was hard to understand the overseas customer service agents leading into miscommunication thus letting the issues go unresolved. If they make a promise to adjust your bill (if you get over charged) then it does not happen right away. Their system or processes seem backwards. They said two to three bill cycles. So three months and you have to be on top of it cuz it still might not be there.

Wow — I really wish I could write a positive review — I enjoy those so much more. But alas, this is not the case.

I added TV service to my existing Internet service through Frontier, but right away I had an issue with the installation scheduling not keeping the time that I was promised so I reached out to @AskFrontier on Twitter, who over the course of a couple of days, resolved the issue. During those conversations (phone and text, they were VERY prompt when I reached out via social media), I expressed concern about the amount I was quoted for this new TV service being accurate based on what happened with installation, and the rep told me to keep her contact info, and reach out to her when I got my first bill if anything didn’t look right.
Sure enough, when the bill came it was nearly 40% higher than what I was promised!
So I reached out again to the rep, and she agreed the bill didn’t match what I told her I was promised. So she pulled the recording of the phone conversation with the sales rep at my request, and turns out I WAS promised what I said I was promised. So she contacted the rep who explained that after the first prorated month, it would indeed be what I was promised but that first partial month was different (this was communicated to me via email).
So I got out my trusty calculator, and crunched a few numbers and, guess what? They didn’t apply the bundled discount until the first full month. So I was paying for Internet, and I was paying for TV, but no discount like I was promised (for that first partial month). So I replied to the email with this information.
No response from the rep who had been so responsive up until that point.
So time passes (30 days give/​take), and I get another bill without paying the first one (I’m not in the habit of over-​paying you see), and I reach out to the rep again.
No response again. So, no payment! Then my account gets suspended.
Ok, so the amount I ended up being overcharged was only $ 30 or $ 40, sure, but it’s the principle. Big business stepping on the little guy, just because big business can. Well, I’m a little tired of that happening.
But it’s also tough to be without Internet! So today I call in to Frontier (after 3 weeks of no service), and after A FULL HOUR plus the several hours of phone and email convos with the previous rep as mentioned above, I’m offered a $ 60 discount by the «customer service» (I use that term loosely) rep, but only after being told I should ‘grow up’ and ‘live in the real world.’ And when I asked to talk to a supervisor, the supervisor reduced the credit to $ 20.
Yes, REDUCED. No, thank you.
What I am requesting is for a reversal of the TV-​related charges (about $ 200 I believe), and removal of that service from my account with no cost to me. I’ll then happily (ha!) pay the Internet charges even though it’s been discontinued for 3 weeks, in exchange for Frontier turning back on Internet.
So far it’s a no-​go.
So I’m in Plan B.
Plan C is a class action law suit– I wonder how much the publicity and settlement costs would amount to if we found a few hundred customers who had added a second service to an existing account and were over-​charged during that first month.
I bet it would be more than $ 200…

WTF. I got back from a day off, and my DVR is not working!!! I cannot watch TV and NO ONE is available to answer my call. What a piece of shit company. Iv’e been on hold now with only crappy music for 20 minutes. When I did a computer «chat» it said I was 233 «in Que». Fuck Frontier. I’m calling Time Warner now…

Really wish I had come and read the reviews before I made the switch to Frontier. I have been with them for 2 months and can say it has been the worst experience I have ever encountered. Please read reviews before switching and take them seriously!
I joined Frontier, well Verizon initially who sold my services to Frontier due to my location. That was a headache in itself trying to figure out just where exactly I had opened an account. The person I initially talked to said my monthly package for tv, internet, DVR, and taxes was $ 75.00/monthly and by getting this package my installation of $ 79.99, activation fee of $ 49.99 and shipping of $ 9.99 would be waived. I was okay with this and selected my package. My first bill was $ 334.30! Almost triple what I was expecting. And guess what? All three of those charges were listed, and my monthly total package was listed at $ 131.97, which is $ 57 above what I signed up for.
I called Frontier immediately and was on the phone for over two hours with three different people trying to get my bill sorted out. The last person I talked to agreed to adjust my account for a total of $ 174.34 which included the installation fee, activation fee, shipping fee, and the adjusted amount between the package I signed up for ($ 75) and the package I was being charged for ($ 132) for a month and a half worth of service.
I get my next bill, and low and behold, the credit did not apply to my account, and this month my monthly bill went from $ 131.97 to $ 151.96! This company is fraudulent and will scam you out of your money. I am now currently on the phone with the company again. going on two hours again. and still little results. Nobody knows what they are doing, they transfer you between departments and give you the run around, they put you on hold for hours at a time in hopes you just hang up and don’t call back. SAVE YOUR MONEY, DO NOT PURCHASE FRONTIER!
In addition to my bill, the services are mediocre at best. I have to reset my modem a minimum of 3 – 4 times a day because it runs slow. It is a brand new modem and I should not have to do this. The TV service is alright but the channels are all over the place and hard to adjust to. My package also included several channels I don’t have access to, even though I am supposed to. Oh wait, if you pay more you get them!
I though Comcast was bad, but they are literally a walk in the park compared to Frontier. I have tried to cancel my service and continue to get the run around. Beware, once you sign up they will triple your bill, which you will never see results on, and you will not be able to cancel easily. I’m not even in a contract and it is almost impossible to get my services canceled.
Please take my warning, go with any company other than Frontier!

This is the absolute worst customer service I’ve ever experienced. Verizon sold my geographic area to frontier. The 1 st week of service our internet, phone and tv went out. After 5 calls and being told they would come in a week… the «specialist» told us to call back the next day to term our service. Was on the phone for 2 hrs today trying to retrieve the phone number I’ve had for 30 yrs… was told the number had been frozen. No one there could help, and I was told no supervisor was available. There are many 4 letter words to describe this company, but as a lady I won’t say them. I was sorry to see I couldn’t give them a zero!!!

Not in lynnwood and company will not pick up phone!
No place to drop products
Do not sign up or you will never be able to disconnect
Poor customer service and poor service!

I wanted to cancel my service for the past 5 days. Keep getting the run around saying they are waiting for the the process to post? And that they will call me back the next day. No one calls back and I call again and go through the same shit over and over again. Is this even legal? I am so upset and angry for their horrible customer service and their sketchy ways to keep customers.
Their service is excellent but their customer service sucks. Promised call backs and no call backs. Nothing but con artists.

⁵⁄₅ stars for the speed and reliability of their FIOS in Lynnwood. I get reliable ⁹⁷⁄₉₇ real off of my ¹⁰⁰⁄₁₀₀ service every time I check regardless of time of day. The jitter is practically nonexistent and ping times to seattle are 6ms or less. Best internet available to me, I switched from Comcast and they were both asymmetrical and horrible jitter, as well as slower speed.
³⁄₅ on the customer service side. Frontier has gotten a lot better, but they still need to train their techs better on cable cards in Tivo, and their billing system is archaic. Multiple calls, everyone is friendly but only a few are competent. Get the right person and your problem is fixed.
But man, fiber to the home is amazing. This will do until google comes to lynnwood (never).