Frontier Communications Corporation

The worst internet service… Worst customer service …
Three weeks ago, I made the first call asked for the internet setup at my new apartment. A week later no body showed up on the scheduled setup day. I called the customer service, and they said the order somehow is cancelled. I placed another order, wait for another week. Again one day before the scheduled setup day, they called and said «we apologize, there is no port available at ur location» … I really don’t know what this companies does… Even service providers in 3^rd world countries work better than frontier… Their customer service is terrible… Awful… From now on, I will discourage everyone in Washington state to switch to hem. I’m gonna be back with Comcast.

Like many of the other reviewers, I would give frontier zero stars if possible.
We had installation scheduled for Monday, 8am-​12pm, and at about 11.30am, when they still hadn’t shown up and there had not been a call, I started to get suspicious. I called the company and it turned out the technician was home sick and we had been rescheduled for Wednesday, 8am-​12pm (without being informed). I had waited at home all morning without any notice of a changed installation day/​time.
Today, Wednesday, I waited at home again all morning, and again began to wonder what what was going on by about 11.30am when I hadn’t received a call. I called and was told that the technician would be at our house by 5pm. So I continued to wait. With no sign of them by 4.15pm, I called again, and was put on hold for 20 minutes while the CSR called dispatch on another line to find out where the technician was. She got back on the line with me and said they hadn’t answered, and that she could transfer me, which she then did. I waited for another 50 minutes (SEVENTY MINUTES TOTAL) and no one ever picked up. Totally fed up, I called frontier back, and the next CSR informed me that the technician would be at our house at 7pm. Ugh. Fine, still same day. At 7.15pm, with still no sign of the technician (Steven, in Redmond; how does he hold a job?), I called again and the CSR looked at the notes in the system which said «ran out of time; rescheduling for tomorrow, 7am-​5pm.» Why in the world such a broad time range?!
I am disappointed I wasted so many days without Internet while trying to get on Frontier’s schedule… and never would’ve thought I’d be this happy to schedule with Comcast.
Stay away from Frontier!!!

AVOID if at all possible!!! This is THE WORST cluster %$#@! of a company i’ve ever dealt with. Two weeks to «install» the exact same service that the previous household had. When I called to see if I can get service faster, they said I can self-​install and sent me a modem. Six days later, i get the modem, call back to enable the account and it turns out I can not self-​install. Not only that but they never bothered to mention that there was already an account open at that address and until that’s resolved, the order can’t be processed. So now my installation is pushed a week later than it was originally going to be.
NOPE! Bye!

I first started service back in May. When I signed up, there were a few issues with rescheduling my install and also being quoted a free install then getting my first bill with an install charge on it, but after a few calls to customer service issue I got that resolved. I’m sadly used to dealing with those issues after having Comcast in the past. My internet service has been great, no problems! I pay a great price and my bill has never increased. I’m happy with frontier.

I called for pricing. AND THEY ACTUALLY SET UP AN ORDER ON MY ACCOUNT!!!
Ironically, when I called back because they had the better deal I found out that the first rep already set up an account for me. I explained that I didn’t tell the first rep to set up the account — which led to the second rep deliberately hanging up on me. He actually said to me «I’m closing this call on you» and hung up. He actually took the step to be even more rude than the act of hanging up on someone by telling me he was going to do it. [note: I wasn’t irate or unprofessional with the representative either — after 5 years of being in phone service roles I’ll never yell at anyone on the phone!] The best part is that the story doesn’t end there. Frontier calls me two mornings in a row at 6am, paying no regard to my Pacific time zone. I finally called representative number 3 who cleared out the order and then asked me, «would you like to start services?» I started to explain that I didn’t want to move forward with them to which is just hung up on me. So that’s three phone calls. One illegally sets up an account for you. The second rudely and professionally hangs up on you. The third hangs up on you after he learns there’s no sales value in the call. Here is my recommendation — stick with the crappy comcast services — while there product isn’t great (at all) as least I don’t have to be accosted by their staff. Frontier — I’m appalled — worst experience in my life.

I took the connection at Eaves Redmond Campus, Redmond and the FIOS connection was amazing. Really fast internet and really good deal. There was no contract. Very good value for money.
Cost for internet is very economical
I had to move out to CA and there is no frontier service there but if i every come across them again, i would definitely take it

One week ago I attempted to order internet service through Frontier Communications for my new home in Lynnwood, WA (greater Seattle). I first spoke with someone who took a lot of information and everything seemed to be going fine. We got to the part where it was time to schedule the installation and he said he was having trouble with the system. He told me he would call me back within the hour, but I never heard from him. Finally, I called back the next day and spoke to someone new. This person was not nearly as polite. First, I was on hold for over 40 minutes. Then I received no apology for not receiving a call back. After that, they told me there was a balance on my account and couldn’t provide me service, despite the fact that I had just moved into the house the day before. He acted like he was giving me a huge break when he discovered that the former owners still had a balance on the account. But I continued to wait. Finally, he agreed to provide me service and told me I would need to wait nearly three weeks for installation. At that point I told him I wasn’t sure I wanted to work with the company, and he said, «Well, that’s your choice» and hung up. So then I took to social media to complained about the situation via Twitter. I received a response quickly from @AskFrontier and they told me they would send my case to the Escalation Team on Monday (August 3). I did receive an email from a Yolanda in the Escalation Team, but she told me I needed to provide proof of ownership before they would even consider my service. I provided one form of documentation that she deemed insufficient. Then I went back and got another one and sent it to her two days ago. No response. I asked her to respond yesterday. Nothing. Then again today. Nothing again. I finally gave up. This company seriously must not want my business. I don’t understand it. I’m so frustrated, because there aren’t many options in my area. I finally settled with Comcast, who despite their reputation, has provided significantly superior service. What a hassle.

You know it’s bad when you have to choose between the 1.5 rating of Comcast and the 1.5 rating of Frontier. I couldn’t imagine working in an industry where the bar for customer service is set so low. To add my voice to the chorus of dissatisfaction for Frontier, the first time I called, I thought I was just calling for pricing– but the CSRs must be paid on commission since before I knew it they ran a credit report without asking; which is a hit on your credit score. Months later, I decided to give them another shot– scheduled an appointment, took the day off work, and they never showed up. They said they had the address wrong (but never called to check with me). Rescheduled to the next weekend– another no show (sounds like the CSR never updated the appointment). Tried one more time and yet another no show. Guess I’ll stick with Comcast– although I’ve had my share of horrible experiences with them too. Oh– how I wish there was another option in the area!

I have never been more disappointed in my entire life. I ordered an internet and phone package for my business. 3 missed installation appointments, and when the installer finally got here, he didn’t have the stuff to install the phone line. So it’s 10 days overdue and the internet speed is NOT what I signed up for. I’m getting 22mbps on FIOS when I ordered 75mbps. Wow, just wow. We’ve lost over $ 50,000 in a week due to the lack of effort on part of Frontier. I always hear bad things about Comcast, but they never did this to us.

We just moved to a new house and we needed Internet and TV, we were not in a service area covered by comcast so I called frontier, no problem they said so we discussed plans and opted for a dish 200 & internet. The dish was scheduled for hook up the very next day and it went perfectly, even calling to confirm time and they arrived right on time, however the frontier internet hookup would not be for a week (dish guy said we were lucky as he often hears 2 – 3 weeks) The day before they are scheduled to come out I call to see what time they will be out, phone guy says that a technician had put a note on the file saying there were not available ports and we could no get service (wtf) he also said the records indicated no service upgrades wre scheduled so we may never get service. He said the rep that set up the account would be calling me shortly (never did) wonder if they would have called at all if I had not taken the initiative.
Later I called back and spoke to another rep explained the situation and told him to cancel my account, he tried to say that I should keep it as I may get service in the future, REALLY who wants to wait. Anyway the service was cancelled and a quick call to Dish to make sure my TV would not be interupted and I am back to looking for internet options

Frontier is the worst service i have ever experienced. The tv loses signal four to five times a day. Calling them only gets you babbling people on the phone who insist to «repair the problem over the phone» to no avail. After 20 of these calls a repair man finally came twice who merely gave double talk and relaced components to no avail. And i thought comcast was bad

UPDATE: After talking with a phone rep to correct my billing issues, I got this month’s bill, and things STILL weren’t correct. This company is awful. I don’t understand why all internet companies have to try and screw over their customers.
Inconsistent pricing and information provided by the phone rep compared to their website and the chat/​email rep…
After looking at their website, and also chatting with an email rep, I decided that I wanted to go with the FiOS 30 plan, for $ 29.99/month after the $ 5 auto-​pay discount. But I needed to find out what installation would involve, since I’m renting a house. The email rep wasn’t helpful there, claiming that «fiber optic cables» would need to be installed. That could mean they need to dig up stuff, who knows.
So I called their phone number and started talking with a rep. He said that the house is already set up, and they simply would have their technician install the modem/​router. That’s perfectly fine.
So I started placing the order. That’s where everything went terribly. First, the phone rep claimed that the FiOS 30 plan costs something like $ 50 or $ 60 a month. I told him that the website disagrees, and the email rep also disagrees — it is supposed to be $ 29.99/month. After a little more talking, he put me on hold to «talk to his manager», and came back saying that he can offer the $ 29.99/month price — as if I was getting some special deal.
Then, I asked about the upcoming symmetrical upload speeds. According to the email rep, on April 1^st, they are switching to symmetrical speeds, so FiOS 30 will be 30 Mbps for both download and UPLOAD! But the phone rep claimed he knows nothing about this, and says that if it were true, he would have already been told about it. I didn’t know what to say, but I continued with the order — I’ll just upgrade to that in a few days.
Finally, after getting all my info, the phone rep claimed there would be some fees on my first bill that were outrageous. He claimed the following…
— $ 4.99 installation (he claimed it’s normally $ 99 but he found a special deal)
— shipping (I forget if he even gave a precise price)
— $ 20 — $ 40 for activation
The email rep claimed the following…
— FREE installation
— FREE shipping (she offered to waive the $ 9.99 shipping)
And the email rep claimed that those were the only fees. I asked what fees there were for starting, and she didn’t mention activation, meaning that there is no activation fee.
The mis-​information among their agents is ridiculous. If I hadn’t done my research, I would be paying the $ 60/​month the phone rep claimed that the FiOS 30 costs.

If you value your time and credit history, stay away from this business. I called and signed up for their internet service with the promise that I will receive the «kit» that is needed to get my service started within 4 days. Fast forward 5 days, no kit and I received a message that the kit was just shipped and should receive it in a week. I called and cancelled the service, told them I no longer wanted their business because it’s taking too long. They accepted and said that I do not have to do anything, that if I don’t install the CD they sent, then I will not be billed since I did not activate the service.
A month later I got my first bill for the service that I never received. I called and talked to a lady who refused to give me a refund and when I told her how upset I was about this, she went ahead and said she would cancel it.
Another month, I get another bill which I call and cancel sounding really angry. The letter threatens to send me to collections. Gentleman called Sal apologized and after 30 minutes on the phone with him, he promised me that it’s taken care of and it’s a done deal.
And now, another month and another letter as the final warning. They are sending me to collections!!! I am on the phone with them yet again for 23 minutes and counting, trying to sort this out. I expect this to last more than 40 minutes since I have talked to a human for 1 minute so far.

We are unlucky enough to HAVE to have had Frontier as our telephone network; that is until VoIP came along. FIOS works pretty well for us, but our challenge was that the bill for phone + internet has consistently gone up EVERY MONTH FOR THE PAST 15 years. We have made the switch to another phone provider but trying to get our number ported over and new service started has been a nightmare. It took almost 30 days. I realize you might not have much choice when it comes to phone service, but Frontier is just so-​so
I will give them an extra star because their FIOS does work well and has speeds as advertised.

I wish I could give this review 0 stars. Comcast never looked so good! (Can’t believe I just said that.) I have to share the absolutely awful experience we’ve had with Frontier Communications.
In this review, read about how long you have to hold when you call customer service and just how responsive they are. (Here’s a sneak peak: Expect to wait a god-​awful amount of time on hold and they don’t have a clue about being responsive to customers.)
We moved to a new, great house in Kirkland, WA. We had a choice of Comcast/​Xfinity or Frontier for high-​speed internet and cable TV. The owners of our house had Frontier, so we thought it might be an easier switch. Besides, we’ve complained about Comcast for years and years as it was our ONLY option in Seattle. The earliest Frontier could hook us up was Dec. 13, about 2 ½ weeks after I contacted them. Seemed like a long time, but our landlord said they’d leave their service on until we could get ours installed (our landlords are great people).
Unlike Comcast, Frontier offers no appointment time, so you have to block out the entire day for them. I decided that I’d be the one to hang out at the house Saturday until they arrived. To be sure, though, I called Frontier’s 800 number mid-​morning Saturday to confirm they would come.
First sign of a problem. «Your expected wait time is 34 minutes.» Almost exactly 34 minutes later, I was connected to a live person. «Absolutely, Wiley. You are on for an install today.» I was told to expect a call 20 to 30 minutes before the installer would arrive.
At 4:15, I called again. This time I was told that the wait time would be 35 minutes. Again, that’s about what it was. I was told that the installer had placed a note in the file saying that he wouldn’t be getting to me. No one had thought to call to tell me this.
Apart from an «I’m sorry,» there was no attempt at a peace offering. On those occasions when Comcast didn’t perform well, they ALWAYS offered me a bill credit without being asked. I even asked Frontier for one, but the operator said she didn’t have that authority. I was then told that the installer would «probably» be able to get to it on Sunday. I said that «probably» wasn’t good enough. Eventually, I was assured that Sunday would be a sure thing. We even agreed that it would be Sunday morning between 8 and noon, so that it would be done before the Seahawks game against the 49ers.
By mid-​morning Sunday, I was starting to doubt Frontier, so I called again. I had another god-​awful 30-​minute-​plus hold and got the same assurance that everything was on track. I was also told that a supervisor would call me shortly. Never happened.
I finally got a call in the afternoon from the installer, who said that he was on his way to help another installer finish a job and that I was on his calendar for Monday. I had choice words for him, as you can imagine. He said he would see if he could get free to do it Sunday and he agreed to call me back either way. He didn’t.
At halftime, I called Comcast and was on hold for about 3 minutes before reaching a live body. She said they could do an install between 10 a.m. and noon on Thursday. They also offered me a better deal for a better package. I’m no idiot; I said yes. I then called the Frontier installer and said I was cancelling the order. He said, «Are you sure? I can get to you tomorrow.» Well, I told him, I’ve heard that one before. But wait, the story of the massive Frontier fail doesn’t end here.
I decide to call the 800 Frontier number one more time to let them know. «Your expected wait time is 35 minutes.» I actually wondered if that was something they said to everyone to get some callers to drop off. So I waited. My call timer on my phone ticked away the minutes. 35 came and went, as did 40, 45, 50 until at 55 minutes of hold, someone came on the line to take my call. Any company that doesn’t hire enough staff to take calls from customers in less than a few minutes has NO commitment to customer service. Who puts customers on hold for literally almost an hour? No one who deserves our business.
Will I ever give them another shot at my business? No f&#king way. Do I have a new appreciation for Comcast. You bet. Comcast is far from perfect, but at least they try.
One final comment: I posted these thoughts on my Facebook newsfeed. My companies committed to customer service monitor online mentions in social media and the good ones respond. Not a word from Frontier. Clearly, they just don’t care.

STOP MESSING WITH PEOPLE’s CREDIT!!!
I heard friends mentioning about the good speed of FIOS and its relatively cheaper price in comparison to Comcast. So I guess there are folks who are pretty happy with Frontier. My personal experience with them, however, is nothing but a disaster.
I ordered their DSL service with «free self installation kit» (FIOS required a $ 100 installation fee at the time). Had to cancel it the very first day since the speed was nowhere close to the advertised maximum. They ad is fine — it says «up to xxx», so there is no fraud there — but my internet needs exceed what I was actually getting. So far it is still a fair game.
Call #1: I called them to cancel the service. I asked the representative what I will owe, and he said «nothing».
Call #2: A bill came anyway for ~$ 50+. I called them again — the representative first wanted me to pay tax on the amount instead, which does not make sense at all. And then he asked me not to worry about it.
Call #3: A letter was received saying that my account has been sent to their collection department. Never had to deal with such things my entire life. Called them again. The lady was very friendly. She looked at my case and quickly told me not to worry about a thing — «your account should not have been sent to us», «I already fixed it».
Call #4: The frontier account showed up in my credit report as «charged off», which instantly dragged my otherwise perfect credit to junk. I called Frontier again, and the representative again confirmed with me that she has corrected the mistake, and that the item will disappear from my credit report.
Call #5: The account was no longer «charged off», but instead, it showed that I made «late payment». Had to call Frontier again to understand what is going on. This time a gentleman worked with me and told me in the end that «we have informed the credit bureaus that this was our mistake», «sorry about it». Sounds good.
Call #6: The late payment stayed on my credit reports after several weeks. Called Frontier again. The representative this time told me «it is going to take up to 90 days for the credit bureaus to fix the mistakes».
More to come: It has been 90 days now, and the late payment is still on the reports — which lowered my score from 800+ to mid 600s /​low 700 on two of them.
I think I’m going to have to dispute with the credit bureaus directly as well.
The whole thing is just a mess. I had to spend so much time and resource just to keep checking what is on/​off my reports and calling Frontier again and again. I have to say, I’m beyond angry now.
Frontier, tell me directly that you really want that $ 50+ dollars from me. I don’t think I owe it but I will give it to you — just so that you can kindly stop messing with my credit reports.

If I could give them 0 stars I would.
Because of a misunderstanding on my account balance I missed a payment. Instead of working with me directly they sent it to collections and killed my perfect credit.
I have put hours into resolving the situation but the damage has been done and my perfect credit score has taken a huge hit (all over a $ 20 misunderstanding).
To top it off, I am still getting notices that I owe them money. Months after I have paid and closed everything down. I have received paid in full reports and called numerous times and they just keep sending them. I have been told managers would be calling to resolve the credit situation but no one ever does.
I will go out of my way to avoid using these guys ever again (I used to have 3 accounts with them).

FIOS works perfectly in Kirkland, WA and I haven’t had any issue so far; I can understand where some of the bad reputation comes from but worth giving them a try.
I had to make a tough call deciding between Comcast charging me more than $ 60 for reliable, high speed internet or FIOS having many negative reviews but with a $ 30 service. In the end I got both to test them side by side and after a month I ditched the pricier service (Comcast). There was no visible difference on the speeds, no outages, customer service was even better.
WHY DIDN’T I GIVE THEM 5 STARS: They do take their time to get the service installed. It took 2 weeks for them to show up, and their «between 8am and 5pm» time window given was not employee friendly. How I worked around this was to ask for a call 60 minutes in advance, so I could still go to work for most of the day.

This is definitely a second rate co with stone age phone technology (no idea about cable)!
I used frontier to get home phone service for my elderly mother. What a mistake. First, we thought that the service had not been started when promised, so I called tech support. They could not even tell if the line had been turned on and I had to ask for a supervisor in order to get less than a 5 day wait for service call.
Then I realized that the Frontier store where I signed up didn’t give me any instructions whatsoever on setting up her voicemail. When I called them for it, they didn’t have anything they could email me and said they could just tell me how to do it over the phone or mail me a brochure. Why someone at the store didn’t think of this, I don’t know. The store I called told me that you have to call a local number to set it up, and then Every Time you need to check your voicemail you have to dial a full 10 digit phone # and then go through a bunch of prompts. What kind of bad user experience is that. I have not encountered anything like that in the past 20 years. And I certainly will never be able to get my mother to understand it. Here’s your warning.

This low rating has nothing to do with Frontier’s internet, customer service, or phone service. This is about their website.
I cannot believe how absolutely horrible the frontier website is. It is impossible to find anything. The user interface is the worst I have ever seen on the internet. I have been a web developer for nearly 15 years and would be ashamed if I had ANY part of this site. Think of your customers Frontier… your existing ones… while they are there.