View Case Record, CI-18-122
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I have had so many problems with frontier over the last 10 years of having service. I have been charged for services I haven't had, I have been over charged for times I had let my service be shut off. I called and asked them to put my service on a vacation hold which they never did then billed me, then permanently disconnected my service which resulted in almost 600$ in which I paid to get my service restarted. When I asked what those charges were for they couldn't give me a straight answer. I was paying $160 for phone service and internet a month. That is outrageous. When I had my services restarted they gave me a run around for 2 weeks why they havent started or opened my service back up, I had to go out and fild a field office for something to be done about it. I didn't have another choice but to have frontier because they are 1 of 2 service providers here where I live. I had someone come out from the esst coast to fix some problems I had with service he said the box with the lines needed to be cleaned out and couldn't understand why they didn't clean them out if they were just here doinf service. He was the most helpful person so far as frontier I have dealt with. I have his name and number to pass along to anyone who needs it and he can explain the issues he was dealing with while he was in the area. Frontier has had the worsr customer service and worst billing. I honestly think that for all the years I was billed and over billed for such horrible service that part or all of it needs to be refunded.
Since I have switched my cell phone provider to Verizon, I have a hot spot on my cell phone and it works better then the internet service I had through frontier. The service through frontier was always out, or very very slow.
As a paying customer of frontier for over 5 years I cannot begin to count the amount of times I have not had access to Internet, as in our school district we are required to provide Internet at home if we have students in school, so they can use their computers or iPads to complete homework and online courses. We usually have to restart our router atleast once a day, having anything extra such as Netflix is a waste because it can’t even play an episode without buffering every 3 minutes. Unfortunately I have limited options in my area to subscribe to
I agree only works half the time was supposed to be 1999 a month now I was told it's 35 a month cuz my promotion was done was not supposed to be a promotion been fighting with them for 10 years I have also had the bill at $190 a month till I cancelled they just give you the runaround just charged me $106 to come out and fix their box
Us as well. I have to restart our modem and lose connection every day. It doesn't matter if Wi-Fi or connected via the LAN.
In one week on the phone with frontier I spent close to 10-12 hours if not more on the phone. That's excessive for being a single mom.
I have been a Frontier Communications customer for a little over 2.5 years. I started having internet problems immediately and would often call their tech support number. These calls would often take 10-15 minutes and would result in the technician asking if I had reset my modem and then them scheduling a service technician to come to my house. The technician would never find any significant problems and would often leave a new modem and say that they weren't the best quality so that was probably the problem. I pay $34 a month for up to 5mpbs, even though i am lucky if i get 1 to 1.5 at the max. I complained about the speed early on and asked why i have to pay the same amount for someone who gets faster service at 5mbps. They told me i was receiving the fastest internet possible for my area. My internet will often cut out and is unreliable. I complained enough one month that they did credit me back a billing month for my problems, but the service never got better. If there was another reliable option for internet in my area, i would have switched already. I also fear the hassle of canceling someday as i have read a lot of negative reviews about customers trying to cancel service and it not going well.
I just cancelled my service with Frontier recently because I finally found an alternative option for phone and internet in my area. I am so happy to not have to deal with their company or customer service anymore. A few years ago the buried phone line leading to my house stopped working. I contacted Frontier and it took almost a week for them to send out a technician to fix it for me. I asked to be credited to my bill for the time I was without phone and internet and was told that they cannot do that. When I pay $120 per month I would think you could afford to credit my account for a weeks worth of service I did not have. The technicians finally came and ran a line all the way across my front lawn and told me that I need to make sure my dogs don't chew it or run it over with the lawn mower until someone came to bury it "in about 2 weeks". The other day I called to cancel my service with Frontier after finding another provider only to find out that I unknowingly was still somehow enrolled in their highly unadvertised automatic contract renewal program. So after almost 7 years of being a loyal customer of there high speed internet and phone (which frankly ran at dial up speeds during 4-9 pm) I was told that I am being charged a $400 early termination fee.
They refuse to talk with me now, I'll ask for a name to complain and they hang up.
I have experienced this as well. I have been hung up on multiple times - and not being inappropriate or unkind to CSRs at the time.
Internet service is painfully slow and unreliable. I have been a frontier customer for over 10 years and had few problems until aproximately 3 years ago. Service speed and reliability have been getting worse ever since. I have called customer service countless times. The last time I could not understand the support person because she had a malfunctioning headset. This is a communications company! I can call customer service at our garbage service or any other number and hear them clear as can be, but not the communications company!
In the last three years there have been more issues than I can count. The worst problem is that we have no choice. They are the only provider in our area. Next biggest issue is cost. It is grossly overpriced.
A solution; customers that have had repeated issues should have there payments refunded for periods of poor service. And ether get us an alternitive provider, or have frontier make the upgrades to provide a usable and reliable service.
Our internet service has been horrible. At best it is like having dial-up internet except we are paying much more. I have run down load speed tests and on average we are running about 1/10 of the speed we are paying for. I have called Frontier many times about this and their first response is that there is something wrong with our wiring, hardware or computer. All these things have been tested and are working just fine. I am out in the country and my only other internet option is via satellite and I think Frontier knows this. I have complained a number of times to them and they really don't seem to care. A few years ago I also had a problem with Frontier adding an equipment insurance plan on to my bill without my knowledge, but a few heated arguments with them took care of it.
They did the same to me with their security package.
Honestly, when we call Customer Service, their first answer is always that they can't give us any more speed than we currently have based on the limited band width to our area. However, one time I asked for a manager and spend at least an hour on the phone with that person. He defied what all the other Customer Service reps had stated and actually BUMPED UP OUR SPEED! It lasted for a month and then we went back to super slow snail speed. When I called back to request that they bump up our time again, they denied ever having done it and told me, of course I could speak to a manager but it would be about a 45 minute wait. They have tactics in place such as this because MOST people can't just wait on the phone for that duration of time.
We recycle our internet at least ONCE every single day because we have NO response time. Literally ... NO response time. I can hit enter, go for coffee, shower, read to the kids, and them screen doesn't move!
We have been subscribers of this product for over 10 years. Frontier is the only service provider in the area. After 50-75 hrs of phone calls to Frontier. Service never improves. New trunk lines may make a difference, however there are $$$ costs associated with that. Technicians that come to the house are always very friendly and helpful within the parameters they have to work within. At one point we had to wait over one year for lines to be buried. The contract servicer that initially showed up saw the job and turned around and left. Again after following up multiple times with Frontier we were given the run around. Over a year later a former contractor returned to the area and completed the job. In the interim they had lost our address and work order ........ the story goes on and on. To sum it up. We pay for a product that has constant problems and often times does not work at all. There needs to be some resolution with internet in rural communities.
We have been told that Frontier has received Federal Funding to upgrade their Internet services in our area. The company needs to be transparent with its constituents and let them know when these upgraded services can be expected. The fees we pay for the services that are provided are very out of line with other providers (much higher). MidCo has entered our area but unfortunately not all of the residents in our small community have access to this new service. It would be great if something could be done to hold Frontier accountable and require them to keep their customers informed about future upgrades.
I live in the small town of Marine on St. Croix, MN. There is no cell service available, and no other means of communication when there are phone and internet service interruptions. In the case of outages, there are extended periods of time with no 911 service available via any means. If there was an emergency (fire, medical issue, crime, etc) there are NO means to communicate. The only option is for me to get in my car and drive to a spot that has cell coverage, If I was dealing with someone with a serious medical condition, that could easily be the difference between life and death.
The expectation of a phone company and POTS lines is 99.999% reliability. Right now Frontier appears to be in the 98-99% range (the history of reliability should be investigated by the PUC). This is NOT acceptable in a community that has no other alternatives.
I believe this is an issue of public safety. I also believe there is considerable risk to property and loss of business as a result of unreliable phone and internet service.
I recommend the PUC contact the leadership of the cities of Marine and St. Croix and Scandia. Something needs to be done to provide better service, and more choice. The current situation is not acceptable.
I Feel Awful, I am getting older with living here for 40 years this Fall...I just couldn’t handle dealing with Frontier anymore, I Can Not remember through all these years all the things Frontier has put me and my husband through and Now I finally Found how I could use our cell phone and get Internet too. Mentally drained and I am sure others feel the same way! For the benefit of everyone in Many, Many Counties across MN and WI there should be a better solution more Company’s willing to come take new unhappy costumers. As I tried to get Midco to help us as our neighbor down the road 1/2 mile has them but they said they couldn’t do it because it cost to much to run a line to our house from the nieghbors. Maybe some kind of settlement for our loss of income from paying for services we never got there are many families that would appreciate any help you can give. I Can Not Fight Frontier anymore it causes great deal of stress Depression... I Can Not Fight to get other company’s to help. It feels like no one cares! Thank you for anything you can do and I am sure others would be thankful also!
This company has a monopoly where I live so for internet I didn't have much of a choice but to get them. After I signed up, they came out and ran the line out to our home. I got the first bill and they tried to overcharge me for a service I never wanted in the first place. It was for security they said. I explained I already had appropriate firewall and antiviral protections, as I am relatively tech savvy. They took two cycles to give it back. After that happened my intenet would cut out three to ten times a day. I was constantly having to reset my router. I called them multiple times to have this addressed and they kept giving me new IP numbers to try, and new key passwords. At one point my password for my wifi was changed internally. When I called to investigate, I went into my router, saw my password was the same in the box, but frontier claimed it was the name of a movie my kids watched (which I have NEVER used passwords like that before. I only use 8 letter 1 number special character passwords.) I was mortified that they would do such a thing, they then said all the problems would stop if only I would buy the security package I refused to buy in the first place. I refused and told them to bring me a new router box. Three more calls asking for a new router box, everytime they're telling me no. Finally they scheduled someone to come out and warned if it wasn't the box I would be charged for it. I waited two weeks for someone to come. The man who came was nice. He looked at the box. Looked at my two kids, looked at me, and told me, that he was supposed to not replace the box, but he would anyway. He said it was a common problem, and to make sure that I keep the new box away from my tv to help with potential interference if that was what could've happened. I didn't move the router box more than one foot from the tv, but after the new box came (which the man kindly said was defective, but left with me "just in case" and charged nothing for the visit) I haven't had to reset the box near as much (maybe twice?) I'll take it over ten times a day. This company would have been chucked to the curb, had a low wage family like mine could afford unlimited data on phones, or a dish Internet that would actually work out here would be cost effective. Please investigate this particular company!
Here are some of my notes dealing with Frontier just over the past three years. This has been on-going far longer than three years however. If you read this notice that after 2/13/2016 there is nothing about the router they had claimed they would send. In 2017 they flat out refused without more troubleshooting. I know this is big gap in time but I did not always record in text my communications with Frontier Communications. I also did not record many of the lesser of issues if repaired in a reasonable amount of time; such as slow speeds or no internet.
Called at 4:15PM on until 5PM They are sending a tech. I have received a one month refund. I was informed by Tech Support and billing that I was supposed to be receiving 6mb.
Internet was slow and I noticed the advertisied speed in the web admin went from 1.8mb to 1.3mb.
Internet speed was horrible. Could not watch netflix as it buffered about every 1-3 minutes regardless of device used.
Called at 9:00AM I was told I should be receiving 2.6mb.Then after discussion I am told I should receive at least 1.3mb.I was also told that you need a 3mb connection to stream video, this is not correct.Tech will be coming out today between 8AM-5Pm.Call was with a Bryan.
Called 4:45PM no internet ticket# 1117140 Tech coming Tuesday between 8AM-5PM to check line.
Called lost internet again. Blinking DSL not internet light. Call a couple weeks ago and I was supposed to recieve a replacement router which I never did. This is the third or forth time this happened this year. Tech support claims to be sending me a replacement router. I have not heard back from them however as they said after they run tests and attempt repair they will call me back.
Called back, never heard from tech support again from the following night. The network speed according to the web admin has gotten slower and slower as the night passed (over a two and half hour period). I restarted the router and waited about 10 minutes but the speed did not approve. I than called support and the speed went back up to 5464 Kbps down and 767 Kbps up. I have inquired about the router that is supposed to be sent. Tech support put me on hold for somewhere around 15 minutes with no update. They refused to send a replacment without troubleshooting. I will call again another time.
Called somewhere around 8:30AM; speaking with Lucy; Billing me $60 for the upgrade to 12mb in which I am only getting 10mb. She transfered me out to an unkown extension in which I waited 5 minutes hung up and called back. Time 8:47AM. Got back on with Jennifer; she is claiming to be able to help. Jennifer corrected the current bill back to $34.99. Time 9:11AM. Trying to tell me the 12mb plan costs $59.99; originally the discussion was $45.99. Jennifer is transfering me to a Escalation manager; Laura.They are pulling the call history and will get back to me. They will email me the mail address to the president to file a complaint.
Called in the AM but was too busy to complete the call.
Agent transfered me to a escalation manager, Fernado. Repeating everything with Fernado to get him up to speed. They are going to pull the recording from April 14th and the recording from early March. Fernado said it will take 48-72 hours to complete this request. Call 1-203-614-5600 to file a complaint; this is a number to corporate.
8:10AM Frontier charged me the full $92.68. Now I have to wait until the billing shows up on their end so I can get it refunded. Escalation Manager Dorrian is pulling the recordings from March and April 14th. He will contact me once completed; approximate time an hour. Current time 8:33AM.
I called again later that afternoon after work. End of call she said she was giving me a credit of $15 to bring the following month bill down to $44.99 until they can get everything sorted out.
12:45AMish The escalation manager called me back to tell me they fixed the billing issue. My bank account still said otherwise but I will check sometime the following week.
Called corporate offices (office of the president) @8:20AM. Checked bill this morning and it is supposed to be at $44.99 but it is at $59.99. Brenda EMAIL: firstname.lastname@example.org; Reference my name and account number in the subjsct line. Brenda's office number 1-844-320-4445 Ext. 1124207. Brenda is crediting $16.11 to my account to correct the current billing from $59.99 to $44.99 for the month of May. Brenda is attempting to fix the promo credit for the 12mb connection. Brenda added the $15 promo credit to correct the billing
I have had so many issues (have commenting in all 4 threads) at one point in time I purchased two accounts running into the same house just to combat the slow and unreliable speeds.
Multiple missed service calls/appointments; mistreatment by CSRs; Field Techs generally great (particularly those who are Frontier employees and NOT contractors) , however have had quite poor experiences with a few field techs as well.
Have been called names, hung up on, called a liar; once heard a CSR say “Oh sh*t – I don’t want to talk to this b” after I had answered, but he hadn’t realized I’d pick up the phone -– the list goes on and on. This is from “regular” customer service lines AND from the Office of the President’s team (escalated issues).
I have both work and personal use lines. Work took over 90 days to install; personal was a month until properly installed. I shouldn’t have to BEG for service.
I have pages and pages of concerns.
We have had to take multiple days of PTO from work in order to have someone in the house; missed events and meetings in order for an adult to be in the home. These far too often resulted in missed appointments with no calls/no shows/no explanations/ no apologies. I will be adding comments to additional Topics.
I have had so many issues with their internet. I have to reboot my modem almost everyday. Its really slow and freezes or crashes daily.
I have had Frontier for years. I started out with dial-up service(many years ago). More recent years I have "high speed". The past several years I have had both land-line and internet outages. Every time I called I had to perform a variety of testing on the equipment that I had already done prior to calling(I have an IT background). I have had outages for over a week many times in the past couple of years. One time I called and was told it would be two weeks before my service would be checked. I complained that it was unacceptable to not have service as I am also in an unreliable cell phone reception area. During this time my children were in high school and college, (online schooling and had the majority of high school work online). I would have to send notes to the schools explaining that the work could not be submitted/completed due to internet failure.
I have newer neighbors that called for internet service and they were told that internet service was unavailable to them.
I will say that the local techs have been reasonable to talk with and have been helpful.
I feel that the issues I have had are with the tech and support staff at the number you are to call when you have issues and supposedly they are to be there to help.
I live in northern Pine County, Minnesota. I signed up with Frontier a little more than 2 years ago when I moved here. At first my service was good. I didn't have nearly the problems I have now. The service has been getting worse and worse. I have been on the phone and online chats with customer service on numerous occasions. Can't get myself to holler at the person on the other end but, I certainly want to when I get the pat answers they are scripted to give. I have been told that it's my computer that is the problem. Nope. Just got a new one. I have asked that they check the speed I'm receiving but can't confirm it because I am not a computer person and they want me to hook up with an Ethernet connection directly to my computer. What?? I have no idea! Businesses in the area are given preferential service and I have heard from several that even they have terrible service. Mine is intermittent at best! I was filing my taxes and got disconnected. Great huh? They have quite the racket going. They promise you the world and you get an islet in the Arctic Ocean. I don't know how they do it but, I'm sure they're doing it just right to line their pockets with their many subscribers payments. Unfortunately they have the upper hand when other service providers aren't in the area. I would like to know what will happen if the state pursues this and finds them guilty of using duplicitous practices. How will this be remedied? And, at what cost to all of us?
Service quality of Frontier is terrible I've had my phone out for 17 days, last summer. Was told there was no repairman close enough to fix it any sooner. After they got it on, it worked for a couple weeks and went out again for another 5 days. The internet service leaves a lot to be desired. I can't count the number of times I've had to call to have them reconnect it. I can't use it after school time and on weekends, it's so slow, and have been told it's because they are too many people on it.
I was a Frontier residential (May Township) and commercial (Scandia) customer for more that 15 years. I recently closed all accounts with Frontier due to poor service, overcharging, and being charged for internet speeds and services that Frontier could not and did not deliver. I would regularly have no internet service or very poor internet service. I would regularly check my upload and download speeds, and these were consistently much lower than what Frontier advertised (as minimums) and what Frontier charged me for on a month to month basis. These tests would consistently read less than 10mbs down and less than 0.5mbs up. Ultimately, I could not perform my corporate and personal functions over the internet connection that Frontier was providing (such as basic email, web browsing and research, and uploading and downloading business and personal files (even 20MB or less in size). When I would call Frontier to question the lack of performance and quality of service, I would have to wait days for a service person to look into the line, and then I would have to wait on site for 4 to 6 hours to allow the service contractor to work on the line. I believe Frontier knows that their rural infrastructure and service in this area of May Township and Scandia, MN is lacking and that they are advertising and selling MINIMUM performance standards of service that they cannot meet. I would love to have a class action suit filed against this company to try to recoup some of the wasted money (and time) that I had to spend to try to get internet service in a rural area from what was (up until recently) the only option at my locations.
I’ve had Frontier for many years and over the years their service for internet has got worse. I’ve called them numerous times along with contacting live chat support online using my data on my cellphone and yet over the years never ever have gotten the good internet . Every single day my internet goes down and I have to constantly reset my modem. My modem is brand new as they finally came and installed a new one after almost 6 years of complaining. Did it make things better? Oh god no!! It made things way worse! My daughter needs the internet for college and here we sit having to reset modem, wait, reset again and again just to try and do anything online or for her to try and submit college papers! She has to leave earlier in the mornings and sit at the college to use their internet to turn her papers in! We can’t even watch a movie on the tv without the WiFi screwing up and not staying on. Do they respond to their customers? NO! Instead they bill you and bill you, you pay the bill and as I’ve asked them why am I paying my bill and not even getting a discount when the internet isn’t even working!!!
I’m completely disgusted with them and am shopping for other internet that’s available in the area. This company has a 5 thumbs down from me and I’ve been a loyal customer for many years with nothing but issues from them that they do not fix! Wanna talk about trying to contact them by phone? Ya that’s a joke also! Someone needs to check into this company and how crappy their service really is. Oh and I live in town so there’s no reason it shouldn’t work perfect! My friends and neighbors all complain also.
Along with service problems over the years similar to others I just read, I am now currently being denied the vacation services discounts that I previously received for many years. This will be the second year I have been denied that discount while not using the service while on vacation. Last year a supervisor told be it was because I am on a federal lifeline discount. Just now I was told that it was because my services are hooked up by copper line, and then the phone call on which I was discussing this with a service person was disconnected, and I bet I won't get a call back.
February 27, 2018
Service number: 651-257-5350 and the phantom phone number 651-257-1816-072613-2
To Whom It May Concern:
This is lengthy, and I am not even including everything. But it has been one problem after another with Frontier.
I have had constant issues and complaints with Frontier for several years, especially during 2011, 2012 and 2013. During these years the billing was different every month. It was so bad they actually created another phone number and bill for us so they could keep better track. So I received two bills a month. Remember this because when I got my internet upgraded (see below) they charged me to cancel my internet.
Not only did we pay way too much for service, we had lots of technical issues. I am sure if you tracked how many calls I made to Frontier with complaints; it has to be over 100. I had to go all the way to the Regional VP John Lass, to get any help with these issues. I did receive help at this point but it took months and hours of phone calls to get it.
We live in a rural area in Chisago County. We have phone outages, when we call it is 2 days before a tech is available. THAT IS if someone even put the order in or didn’t cancel it. Not me, mind you but someone sitting in an office at Frontier. YES that happened more than once.
Internet outages were pretty standard, as well as such low speeds(at times only .27) we couldn’t even use computer or watch Netflix. They said the problem was we were last on the line and there wasn’t anything they could do at the time. BUT still pay for higher speeds, no reduced rate which I would think would be standard practice. Can’t provide the service, don’t charge for it.
We had to install security cameras and couldn’t get them to work. Called and was told we needed to have a static IP address, which would increase our internet speed to 6MB. Of course this was a substantial increase in price. WE switched and we NEVER once got the speed even close to 6MB. When I called they said “we only guarantee up to 6MB, not 6MB.” NOT WHAT THEY TOLD ME at the time. We were lucky to get 3MB at the best of times. WE were paying $69.99 a month for internet service and on their site it shows $19.99 for up to 12MB. SO why am I paying $69.99? for low internet speeds?
I question why we could get this supposed 6MB available with a static IP only, why not regular? Why when we had regular we could only get about 1.5MB max? If it was available we have been offered this higher speed without the static IP. Not told it’s the best we can get you because you are last on the line.
This went on until a tech came to fix another problem with the router and he asked why we were on a static IP and why hadn’t we taken advantage of the new speeds available to us. UP to 24MB. (This was about 2 months ago, remember static IP issue was years ago). I had no idea it was available and had no idea that the reason we had issues with our cameras was NOT ENOUGH internet speed and it had nothing to do with needing a STATIC IP. For all these years of paying for a static IP, we didn’t need, it was all poor internet speeds. Since we didn’t need the static IP, I think Frontier should compensate us the difference for all these years of over paying.
When we finally got the up to 24MB which runs about 18MB now, the tech somehow took two lines and piggy backed them to get this speed. Now we have faster internet, but sometimes when we are watching Netflix on TV and the phone rings, it shuts off our internet. Still trying to get that one fixed and today no phone service all day. Called and told can’t get a tech here until Thursday, its Tuesday. So no phone again.
The tech guy said you better call and make sure they know that your internet was upgraded and it will be included on the same bill as your phone, so make sure they don’t bill you twice. HE knows our place really well from so many visits, so he knows about the 2nd bill.
I call customer service, explain the situation, she says you have to talk to our business section. She transfers me and I tell them the situation. She says you have to pay a cancelation fee. WHAT? I am not canceling my internet, you guys just upgraded it. She argues with me and says the only way to cancel this bill is to pay the cancelation fee. SO I DID but I am pissed again. What horrible, horrible practices Frontier has.
I question why could we get this supposed 6MB available with a static IP only, why not regular? Why when we had regular could we only get about 1.5MB max? If it was available at all we should never have been told we were last on the line and the best we can get you is what you have.
Needless to say with Frontier being our only option for internet, we had to pay, and pay. For bad services, bad billing, and horrible customer service. Frontier should be justly fined, refund money to customers that have been over charged, and they should be forced to provide what they promise.
I will celebrate the day I no longer need to have Frontier Communications as my provider.
This is just a couple years of my bills showing the different amounts every month.
If you have the same service each and every month why wouldn’t the bill be the same?
2014 Phone 2014 Internet
I have had Frontier for 30 years. Absolutely despise this company but no other internet companies service my area. I continuously have to reset my modem at least 3 times a day. I put off contacting customer service because when you do call them it is at least 3 to 4 hours of my life that I will never get back and nothing gets resolved. They set up a time for a technician to come out but also warn you that if they find it is not their service that is the problem there will be additional charges. I inform that I will not pay additional charges as I have the inside wire maintenance insurance that I pay for monthly and I have had my computer checked so that is not the issue. When the technician comes out they replace the modem. Have been told the modems that are used are not very good ones. Always told that on their end they are showing that I have service. My response, " well I don't have service, hence the reason for my call".
They told me that I needed to purchase a bigger package because I didn't have enough MB to support what I used the internet for. I said that makes no sense. It is just me and my husband here and I only use my computer. I don't stream movies or anything else. I am paying for a service up to 5MB and wasn't even getting 1MB. Frontier's response was it is up to 5MB that doesn't mean you will get 5MB. I said well I don't even get 1MB.
My rates go up all of the time. I question why my bill is not the same every month when I have not made any changes to my service. When I told them I was going to cancel my landline I was informed there would be an early termination fee for voiding the contract. I informed them I was not under a contract as I have been a customer for 30 plus years. I was told when I contacted them for a better rate I agreed to a contract and if I didn't cancel it, it would automatically renew. I asked to hear the phone recording where I was informed that there would be a contract and that I agreed to it. I was told they could not provide that to me.
Frontier doesn't want to take any responsibility and just passes off everything making you believe that the issues are with your computer or your own equipment. You don't get the services you pay for. They offer lower rates to new customers but they won't give their customers that have been with them for 30 years a descent price. Poor service and customer service all the way around.
We have had Frontier for 20 years. The internet service today is actually worse than it was when we started. I have to restart my modem several times ever day. It is impossible to stream anything and I office out of our home and cannot host webinars through our frontier account but am forced to use my verizon hotspot due to the slow speed (screens can take several minutes to move forward for customers with frontier). We had a land line and the internet and because of the ongoing problems and explanations about our "rural" location from frontier customer service we cancelled all service with them. Then came to find out there were no other options so we were forced to reconnect with the internet which of course they charged us a connection fee for. They have done nothing in 20 years to improve their internet service and continue to blame their poor service onto their customers location which is in THEIR service area. We need a provider that provides service!
I have read through all the previous comments and echo their complaints whole heartedly. But my largest problem with them is my internet speed! It is dismal at best. For as close as I live to a good sized town my upload and download internet speeds are and have always been well below 1 Mbps yet I pay for Broadband Max service - which of they blame the "rural" area I live in!
On the same note - why do I have to beg for a deal when they are offering new customers "low priced everything"? Their customer service as a whole leaves a lot to be desired - nothing worse than being transferred around and no one knowing what the previous had talked to you about only to eventually get disconnected.
They have gotten too big and powerful and don't care about customer service - they have a lot of us over a barrel with no other options.
I'm not sure who regulates what service can be in what area but I wish they would allow more options in my area.
Really hoping this investigation leads to good things. Please don't drop the ball - we need someone with more authority to correct this.
I have had frontier for many years now and have had numerous problem. Over charged on my bill, unnecessary service calls resulting in more charges, no service for long periods of time yet charged same amount on Bill. The largest was my service getting interrupted due to non payment. I was layed off and had contacted frontier letting them know payment date but they still did a total disconnect. I then had to have reinstallation my bill is higher I have a deposit requires as well as install charge and I still have no interest and phone. Only service that has been installed is my cable.
I have had nothing but problems with Frontier. My internet works for 2-3 weeks then it stops working. I call tech support and there's nothing they can do to fix it so they schedule a technician to come out. I've had to wait 2 weeks for someone to show up to fix my internet! Its rediculous! I should not have to wait that long. Someone should be here then next day to fix it! I've seen the technicians in my neighborhood and they don't even stop! I shouldn't have to pay for services I'm not getting while waiting for someone to fix my internet. I also have the ultimate security bundle on my bill and I've had asked them 2x to remove it and they don't! I don't need it!
I have been a Frontier Communications customer for 7 years. I started having internet problems immediately and would often call their tech support number. These calls would often take 30 to 45 minutes and would result in the technician asking if I had reset my modem and then them scheduling a service technician to come to my house. The technician would never find any significant problems and would often leave a new modem and say that they weren't the BEST quality so that was probably the problem. I pay $82.61 for both phone and internet month for up to 5mpbs and a clean phone line, and I am lucky if I get 1 to 1.5 at the max. I complained about the speed early on and asked why I have to pay the same amount for someone who gets faster service at 5mbps. I can't down load movies from the internet because it buffers every 3 min's and sometimes I don't even get the internet signal for the TV. They told me I was receiving the fastest internet possible for my area. My internet will often cut out and is unreliable. I complained enough one month and I asked to a credit and they didn't even credit me back a billing month for my problems, and still the service never got better. If there was another reliable option for internet in my area, I would have switched already. I also fear the hassle of canceling someday as I have read a lot of negative reviews about customers trying to cancel service and it not going well. I have also been told that my account is a red flag for all my complaints and that I am not a very good customer for them! Really they are going to tell me that I am a bad customer? WOW!
I have also complained that my Phone line cannot able to carry a full time tone, it is a pulse tone (like the old rotary phone pulse) and they tell me it’s because of I live in the country and the area I'm in...Again with the area and living in the country....shouldn't matter and they should be trying to get it better!
After working from home for 3 years and all the internet issues I have had with them, I actually had to return to the office to be able to work. My job was suffering due to the speed. I couldn't keep up with the things I need to do. Oh that's right again they say it’s the area that I'm in and this is the fastest that they can get me! UGH!!!!
The other thing that I have complained about is that the phone line to the box is ABOVE ground sitting in the ditch, just sitting exposed to everything. I was told over and over that they would need a ticket submitted to have this issue resolved. So ticket after ticket nothing ever gets done and the line is still on the ground! AND they still want me to pay them the monthly bill on time or I get tag a late fee! Maybe if we charged them a late for all the issues we have had I would have had FREE service for SIX YEARS!!!!! I am canceling ASAP I would rather go without service then with them! I would be happy to express more of my issues if needed!
We have Frontier communications as the service provider for a business that requires on-line registration for our customers. Their service is so unreliable that we have had to switch to 4G cellular service. We are a public agency and unable to serve our customers effectively because cellular data isn't fast enough. We were so frequently were loosing our phone lines that we had to make a change. Without another service provider available to us, we are stuck with cellular data.
We have been Frontier customers for 30 years, as that is the only option in our area. Like those commenting above, we have had numerous issues, especially with internet service and customer support. A year ago I was “sold” an upgrade to 5g service for any additional $10/month only to have the technician who came out to install the new modem needed that it was impossible for us to go to 5G because Frontier had no more bandwidth available in our area. The technician gave me a call about 2 weeks ago to let me know that they had finally increased their bandwidth and would I like him to submit a request to Frontier to connect us. I said yes and have heard nothing from the company since. We cannot watch movies because of the constant buffering, the internet cuts out regularly and/or is excruciatingly slow, and the customer service personnel I have spoken with on the phone are not helpful and often disingenuous. We would leave Frontier in an instant if we had another option.
We currently have a case open with Frontier for all of the above, customer service practices, lack of reliable internet, and billing practices with the BBB. From the get go we had cruddy service or no service and have wasted so much time complaining to them, I work from home full time and I have lost quite a bit of PTO having to deal with connection issues and being on the phone arguing with them. We had it on March 14th and switched, however; they continue to bill us, said they couldn't stop the billing due to "internal policy"?! What does that even mean? They are combative when you do call and you get absolutely no where. We have HAD IT WITH THEM! We will let the BBB handle the complaint and the State of MN. NO company should treat consumers this way. They are stealing money and time from people and it isn't right! We are the consumers paying for a product that is CRAP!
We were told we had no choice but to use Frontier. The first couple of months (august 2017-october 2017) were ok, but not great. Slow internet. Then, we started getting outages. At first, once a day, then numerous times a day. For each phone call to them, we spent 30 minutes going through "each step to correct" the situation over the phone, only to hear at the end of all that, "oh, it's an outage in your area". This began to happen so often that we spent more time off line then we did online. In December, during another call, I told them to cancel me. They offered me a lower per month bill if I stayed with them. My answer was, "why would I pay ANYTHING for something I can't rely on and don't have 80% of the time. This was the only time they took some money off of my bill as I told them I am done paying for services I don't get. They said they would send a box for our router, but...4 months later, we are still waiting for the box. We ended up having to "up" our service at AT&T and doubled our cell phone bill to get internet.
I just spent 1 hr 18 min on the phone today 4/24 as they cut my service off. I called and was disconnected from them 7 times on 4/13. The issue is that a customer retention specialist in June 2017 provided me with a $30 a mth credit for 12 months. I realized in Jan that I was never receiving that credit. I called in Feb 2018 and they stated there was no such promo and they couldn't honor it. What she could do was to give me credit for the 8mths from that quote, so $240 to my account. I just received a disconnection notice and a bill for $367.17. I spoke to Yolanda who could only offer me $90. I asked for her boss and spoke to Larry. He stated that even though I was quoted incorrectly there is nothing he could do. Essentially they would be giving away the internet for free. I advised him that is not my issue and they should honor the 2 quotes given. I already made a sacrifice from the 12 mth misquote to 8mths. Now you are stating only $90. Asked to speak to his boss Jim. He stated the same thing. I asked them to just honor what was quoted $240. They won't! I told him to cancel my services.. Conf #068808631 and that I'll be filing my complaint here along with everybody else. I am not asking for free services. The $30 was offered as a retention for our 6+yrs of service and spotty internet connectivity. I then accepted the $240 due to the misquote and now they want to offer $90 due to the 2nd misquote!! Then they charge me a $10 Cancellation Fee!!!!!!
Our main complaint with Frontier is the incredibly slow internet service they provide out in our area. For the past 5+ years it is a regular occurrence that we either have very slow internet speeds or no service at all. I wish I would have kept track of all my time that I've lost by being on the phone with frontier trying to fix this problem. My wife works from home and needs internet access to log into the company's server. The internet has been such a problem with her working from home that the company has bought her a Jetpack so she can use her bosses mobile data to work effectively. I've called there customer service to find out why our internet is slow and they've told me the same line..."We're in an area of high demand and are due for an upgrade". The only problem is that's the same story they've told me for over 5 years and they can never tell me when the upgrade will happen. Frontier's internet service is a problem with everyone in the area. Some people that live on an nearby road actually all dropped frontier and were able to get Jaguar Communications to run a line in there area so they have good internet. A big problem we have out in the country is there are really no other good options for internet service providers so we're stuck. I will admit the tech support people I've talked to have been good to work with for the most part. I can't say the same for management people I've talked to. I actually hung up on one customer support manager who became difficult and down right rude when she was talking to me. There has been times when we've lost internet service that has lasted a good week. Each time I'd talk to Frontier about it I would get a different story. There was one time recently that the person I was talking to said she'd look into what was going on and that someone would call me back...never happened. We really don't know what other options we have out here. It's tough having poor internet service especially when our kids need it to use there chromebooks for homework and other school related work. When I heard about this investigation I had to make sure I posted a complaint. We've even had where we lost internet, got it back for a couple hours then lost it again.
We have had Frontier for 11 yr now, for about 7 yrs we have had 2 phones lines ran into the house, we have also had to have 2 internets, constantly going down, dragging, movies buffering. This past december, (we had been calling 2xs a month)we got FIOS, we were told, with this, you will have no buffering, my husband could play his games, my granddaughter and I could watch ,movies.. bunch of malarkey there... so I call, and I have to do this this this and that, it should work. Its been half way ok.
My biggest concern... my neighbor called got internet service... yay, great, terrific... EXCEPT... wait for it..... Frontier ran his service cable across my property, yes just laid it on the ground... I called immediately, before the guy was finished doing this, and I was told they would be out within 10 days to fix it. It has been 2 months, since this is a hay field, and it needs to be disced this year, I called and complained to Frontier. Are you ready for this... I got told it doesn't matter that its my property, since it is my neighbors service, he needs to be the one who calls it in. I talked with the neighbor a week ago.... nothing has been done as of yet...