View Case Record, CI-18-122
Subscribe to This Case
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.
I have been held hostage to the monopoly of Frontier for almost three decades. Their service was terrible and I was always told it was because I lived at the "end of the line". I could not send or receive large documents needed for my home business. I was told it was because I needed six pairs of something on the outside of my house for optimum internet service and I was down to one. If that pair went, I would have no internet at all. They couldn't repair the "box or pairs" because Frontier was not putting any more money into their infrastructure because pretty soon broadband would be coming to the area and putting them out of business. This was over three years ago. We tried to add a line to our guest house and they came and "laid" it out on top of our rock wall. It never did work right and we ended up cancelling the service. I finally had to get another internet provider and when I called Frontier to cancel my internet service, and just get the telephone service for $25.00 per month, I was told I could not. That "special" was just for new customers. I had to retain my crappy internet service if I wanted phone service. As there are no other providers in this area, I'm stuck. So instead of just paying for what I want at $25.00 per month, I am stuck with paying $75.00 per month for something I don't want. Oh, and when I talked to them about this, they told me I had been overpaying for TWO years...my previous bill was $135.00 per month They gave me a $100.00 credit on my bill.
Now, let's talk about our phone service. We had a new high powered electrical line go through about 9 years ago. They accidentally cut our phone line. Instead of repairing it the correct way, Frontier just came and laid line on TOP of the ground and we had a constant buzzing on our phone---from the power line. We called and called and called and nothing happened until the county came and mowed the right of ways and cut the line again. This time, Frontier SPLICED the line and buried it. The buzzing continues to this day and I've given up trying to get them to dig up the line and fix it correctly. It took over FIVE years to get a pedestal replaced that had been hit by a snowplow and the only reason they did was because another customer moved in at the end of the road. This business should be held to account for DECADES of poor service! When you live in a rural area, you are held hostage to the only company available and they know it. Unfortunately, cell service was never an option. That's not the greatest out here either...
No. No. No. About three years ago we had moved from one residence to another, and had informend the company of our move, they told us they’d send a service tech out to assure we would have connection, awesome. So fast forward a couple months into this place, we start getting bills from frontier that we’re insanely high. 136$ a month and up (they never were the same amount) so I chalked it up as well, we’re in a different area maybe prices are different, whatever since the only thing listed on my bill was internet services. So, three months go by and I finally called and told them. Well here, they were still charging me for the previous house I lived in, charging me for a landline (of which I never had) and also charging me for a landline at my new residence, and never had it there. Stopped paying the bills they ASSURED that they would fix my billing as 6 months had passed and my bill was over 700$ because I had refused to pay. They told me they couldn’t figure out why it wouldn’t cancel and to just pay the bill and it would resolve. I refused. After 6 months of this, paying 137$ a month for months on end for HORRIBLE service, and was given a 70$ credit on my account. I was extremely upset on how they handled this situation.
We had nothing but problems with our billing while we were a hostage to their service. I believe for 12straight months I had to call in every single month to get the bill straightened out. We did not use long distance so our bill should have been the same every month as we had a bundle. I was never so glad when another provider started doing internet, it was a happy day when I could tell Frontier that their services were no longer needed.
When signing up 3 years ago we were told $35/month for high-speed internet and a $5/month discount when bundled with Dish TV services which we had. Afterwards we were not granted the discount and told we needed to contact Dish TV and Dish TV told us we needed to get the discount though Frontier. We were also supposed to discount for having auto-pay and that has never happened. We most definitely do not have high-speed internet, the speed they told us we'd have when signing up was supposed to be sufficient to run 4-6 devices and we are only able to have 1 device and it is still inadequate - loading regularly.
We also have never had our rate go up, while my grandmother who also has Frontier internet, although she barely uses internet, has had her rates go up twice in the last 3 years!
I was constantly having to call frontier for service calls due too their internet always being down. A few times they tried to charge me for these even though they were free. A few other times some mystery charges were made. If you don't pay attention to your bill they will sneak it in on you. After cancelling services with them I still was being charged! This went on for 3 months, they said I owed it, and it would be refunded after the three months.
Paid $50 over the phone October of 2016. Have called numerous numerous times and they said they're putting investigation into finding it. They still can't find it and I've been billed every month for it plus late fees. I was billed for a while for home phone which I didn't have. I'm being charged for high-speed internet which I do not get.
No. We don't get what we pay for. It's simple. If we PAY for 6 Mbps, we should GET 6 Mbps. We don't - and they tell us they don't legally have to provide that. They state they are only required to give us 2.2 Mbps. In actuality, we get 0.2 Mbps. That is 1/30th of what we pay for, so they really owe us 29/30th of the bill we've been paying for a decade.
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.
I, too, am held in the monopoly of Frontier's services. Unfortunately, I was naive to the products and services that were available to me, and I was subject to unfair billing for many years because of this. More specifically, I was offered the top internet speed that Frontier could supply, and because of the poor quality of reception in my area, I jumped at the chance to sign up for the latest and greatest. This also meant that I would pay the highest amount possible. I was very discouraged that after signing up for the 4GB TOP SPEED service that I was unable to receive the download and upload speeds that I was promised. After several calls to Frontier over the years and countless technician visits to try to troubleshoot the problem, it was still not resolved. When prompted to complete on online speed test, I could never achieve a speed anywhere near the 4GB that I was paying for. I was lucky if we would get just below 1GB. When I mention that I was calling Frontier a lot about this issue, it got to the point where I knew the technician so well, that I even allowed him into my home while I was gone. Finally, after several years of fighting with poor speeds and paying for the maximum, a technician mentioned to be that I should just drop down to the 1GB service, because that is all that this network will allow in this area anyway...I would have never been able to get more than 1GB with the equipment in my area. So why did Frontier sell me on the 4GB service, and charge me for the 4GB service when the equipment they had installed in my area would never allow for 4GB service? I feel extremely cheated and misled. They should have never been allowed to offer me a service they could not deliver.
I am a "newer" customer of Frontiers and have issues from getting my serviced installed to billing issues. I signed up to receive phone and internet service for my new house to be installed end of Sept, only to have them tell me that they could not install as there was no phone line from the pole to my new house. 3 weeks later (which prevented me from moving into my new house as I work from home), and, many escalation phone calls later my service was installed. Then, I received my first bill. Frontier sold me a "bundled" package with a guaranteed price for 3 years with Direct TV (which Frontier placed the order with Direct TV for me), then after receiving my first bill I noticed that it wasn't bundled. After months of calls to Frontier, promises of call backs, they continue to tell me that they do not bundle and the price I am paying now is the best they can do. I've asked them to explain why they would have placed an order with Direct TV if it wasn't bundled, I've asked them to pull and review the sales call where I had to agree to their terms and conditions, have asked them to research how this mistake could have been made and what they can do to make up the difference in bundle price (approx. $18 per month). On the last phone call with a so-called "supervisor", was told that it was only $18 and he questioned why I continued to call them and ask them for an adjustment. Also had an issue with service, lost my phone/internet all together, when called to report the issue, they had no record of any service problems and wouldn't have anyone available to service my issue for an entire week. The person on the phone actually suggested that I get in my car and drive around the area to see if I could find a service truck to help (which I did and the person that I found actually fixed my problem). If I had any other viable option for internet and phone, I would choose them for sure.
I have made numerous calls over the past 2.5 years to try to resolve ongoing overbilling on a phone account. I have talked to numerous customer service reps and so called managers with probably about 5 hours of phone time and NOTHING has been done. It is probably the worst customer service I have ever dealt with. Unfortunately they have us over a barrel with no other options……………..
I would say the industry as a whole has engaged in questionable billing practices and inaccurate billing. Frontier clearly engaging in the same practices, and it is not fair or reasonable to the consumer.
First off is the classic Bait and Switch. Promote a cheap offer or bundle. "Get Internet and Phone for only $29/Month!"or some such nonsense. In teeny writing it will say something about a promotional offer, and commitment needed and whatnot. If you take the bundle, two things happen. The first is they don't make it crystal clear up front what the TOTAL monthly cost will be during the promotion period, including taxes and fees. The second is that they don't make and effort to proactively inform the consumer of promotions ending, and costs going back up.
I am a busy person just trying to work hard and raise a family. If I had all the time in the world, I could spend my time looking for the "gotchas" in the billing practices. But, I should not have to do that as a consumer.
Secondly, the featured offered are often bundled in a way that makes it hard to get basic phone and internet service. The pricing structure is such that each basic feature is not that much, but when you bundle them, you suddenly are looking at a big bill for features that are never used. You need to call them to change the service, and of course they make that a very painful process by having to wait in a phone queue, and then argue with them to change the service. Again, consumers are busy people. We should not have to be watching this stuff like a hawk to make sure we're not getting taken advantage of.
Thirdly, there is the matter of lease equipment and so forth. People get a piece of CPE (DSL modem, etc), and don't know there are other choices. They don't understand the total cost of ownership, and that they are on the hook for a monthly charge. They don't understand that old equipment becomes less reliable with time, and may not perform to current standards.
I put up with a really lousy DSL modem for a very very long time. It caused all kinds of problems. I had heard about a promotion whereby I could boost my DSL speed for not much more money. I called them to upgrade, and they saw the modem I had, and told me the thing was older than dirt and should have been replaced ages ago. WHY NOT TELL ME THAT PROACTIVELY??? I know why... since they can charge a fee for a piece of equipment that has long since been paid for, even if it means I get less than ideal service. This is a very wrong attitude to have.
Sure... I now know enough to watch my bill closely, bug Frontier to get reasonable service, and generally be a squeaky wheel. But it just should not be that way. I'm not sure Frontier's billing practices and accuracy are better or worse, but something needs to be done about it.
My family and I moved out of a house in May 2017. I discontinued services with Frontier and paid all final bills, at that time. Fast forward 7 months and due to lack of other options, I called Frontier to obtain Internet services at our new house. I was told that they were only able to offer me satellite television and phone but no internet because "they have reached their quota" for customers in our area. I did not sign on for any services at that time. About a month later I received a bill, it was sent to our previous address and had a new account number on it. I called, waited on hold for 30 minutes, and finally spoke to a representative and informed them that 1.) I do not live that that address and 2.) I'm not receiving any of their services. After another 15 minutes on hold, I was informed that they would be cancelling that bill and I would be sent another showing zero balance. Then, again, in the beginning of February I received another bill showing that I still owe money for a house I don't live at and a service I don't have. Once again, I had to spend another 30 minutes on hold to speak to a representative to explain the situation and just to be told, once again, that there shouldn't be any money owed. I was also told that they are not able to send me a zero balance document now because they only send bills once a month, so, I will have to wait until March to see if they are still billing me for something I'm not receiving.
Frontier used a bait and switch with me. I signed up for their bundle of TV, internet and phone it was suppose to be $69.99, when I saw the January withdrawl from my account, they charged me $393. I called Frontier and they said they were sorry I did not qualify for their promotion. I asked for a supervisor and he said he would call me back the next day and it has been 11 days so far and still no call back. I cancelled auto pay and will not pay them until resolved.
Frontier and its billing, everyone blames someone else you get multiple people they keep switching you too and lots of promissses and still after almost 3 decades I find out I am paying for something they don’t have in our area! No Refund, No Other Choices until now. Our choice is Cell Phone in a area that is call a black hole BUT IT WORKS MUCH BETTER THEN FRONTIER with their lies and deceit. We The People Need Help, Bussinesses, Comunities, our Family’s So Many have been Cheated and Lied too by Frontier. How can they say 0.3 mbps is Broadband High Speed Internet well that is what we get WHEN it is running! When it is suppose to be 24 Mbps you call they they say oh you should get at least 5 or 6 mbps they tell you anything and Charge you the most they can for their so called High Speed Internet. I would like some compensation for me, other family’s and Businesses and Communities. Thanks!
I needed internet service for my small business and called Frontier to make inquiries as to their cost in Dec 2015. Went over my needs and their costs. Was told it would be about $65 for land line and internet. I asked if that included all fees and he said well not taxes, etc. I told him I needed to know all costs that would be on my bill in order to determine if my newly started business would be able to afford their service. He said it would be about $89 a month and they had a special going with no installation charges. I signed up. First bill was $407. Called them up as to why - oh, there were installation charges, protection charges, pro-rated service, long distance, computer security, etc. Told them what the salesman had said the cost would be with no installation and that I had declined some of the items, and didn't know anything about the rest. They said they would credit my account. Next bill $360. Called again, couldn't reach the first person I had talked to, so had to go through it all again. He I would have credit on the next bill. Next bill $131. Getting closer now. Called again. Response was that was correct and my bill would be that each month. I told them about the quote I got initially and they should honor it. They said they don't have their own sales staff and that they contract with an outside firm. So I was stuck.
My bill stayed about the same until one month it jumped about $50. Called again. Oh, that was a company for long distance service. I do not use my business phone for long distance, but only for customers to call in on. All my workers use their cell phones if a long distance call needs to be made. I told them I never ordered it and Frontier said they would give me a credit this month but that I would have to call the company and have them stop it on their end. I asked how Frontier could allow an outside company to put a charge on my bill without Frontier getting authorization from me. They said I had not requested a block to be put on my phone to prevent this from happening. I asked how I could put a block on my phone when I was not even aware that it existed and why hadn't they told me about it. I was told they were not required by law to disclose that info to me. I talked to a supervisor and asked for a copy of the law that stated that. She took my email address but I never got anything.
I would guess that in a year I talked to 11 different representatives from Frontier about my bill and I started asking them which state they were in and each time it was a different state. So were these all from "outside" companies and not actually Frontier employees that I was talking to each time??
I would gladly change to another company, but as I don't have cable, I am told I have to stay with Frontier. Please help.
Frontier customer for about 8 years, we are paying for 6mbps and are lucky to get 1.5 on a good day. That is only 1/4 of the speed we are being billed for. Living in a rural part of the state we have no other good option for internet service. Complaints about billing and speed get no results. They basically have a monopoly in our area and don’t seem to care about their customers or their reputation. We should only be paying for what we get or see improvements made to give us what we are paying for.
In 2017,Frontier has increased my bill in one way or another every time I call them. Very frustrating, because each call is a two hour process and then next month we have a new problem created as they try to fix the prior month. Frontiers customer service is extremely poor and I am now waiting to see what battle I will fight in March. Truly, I have better things to do with my time.
I too fell have been overcharged in the past and believe I am still being overcharged for a service that others have in which it is faster and more reliable. I have had billing issues that took months to resolve which in the end I have either giving up or final got Frontier to correct it. Was I compensated for lost time? No. I currently pay for a speed I do not have. The Tech said it is impossible to get the speed I am paying for because of to few lines pulled from the sub station and line noise. I know of other neighbors that over pay for service they do not have.
From signing on for service and verifying multiple times cost for fastest internet, landline and largest pack for DISH – was quoted a specific monthly bill.
First bill arrived – cost was hundreds of dollars more.
Eventually, most of those charges were remediated, however the final bill nearly $50 more per month than what we were quoted.
Referral fees for other DISH subscribers have not been given.
Often need to argue to obtain credit for service interruptions and for missed appointments.
Frontier indicated we should ALWAYS ask for credit for service interruptions.
While I appreciate this, I only call when service down for more than 24 hours - due to many minutes of service interruptions down daily, I’d be calling multiple times daily.
I will be adding comments to additional Topics.
I am a small business owner, in Nov. I was contacted by Frontier about a new promotion. I was supposedly able to lower my bill from $252 down to the $160 range with an internet speed upgrade from 3MB to 15MB (for 2 business lines and Internet service) of course I jumped at the opportunity. My next bill was for $435, I complained and was told the installation charge of 149.99 should not have been applied to the bill, but it would take two months to receive credit. I was furious and told them I would drop them and find another carrier, the response was, that I could be charged up to $1000 for backing out of the contract entered over the phone. I verbally disputed the contract but was told after a two week period that I had no justification. My bill was adjusted to $232 still not what I was quoted, and have not noticed any increase in internet speed or performance. I am still furious and feel trapped by a profit driven giant that has no re-guard for their paying customers.
I was contacted by Frontier and offered a promotion that would upgrade my internet and reduce my monthly bill. This was totally inaccurate. The service was not an upgrade to quality and after a month cost more. I called to question this and after I complained and argued for a considerable amount of time I was able to go back to my previous plan but the credits would not be shown for up to two months they told me. My bill has increased at least three times over the past year and Frontier is unable to give me a feasible reason. My service had not changed other than the "promotion" I mentioned. I then inquired about how to be released from my current contract and I was told that I would have to pay an exorbitant fee to be released. I cannot possibly pay it. I was also not aware that I was on an "auto-renew" program. I have since had this removed but I am trapped in a contract that is overpriced. On top of that I have to monitor and review my bill every month to look for new charges that might appear. I feel this company is taking advantage of the public and is not providing fair service to its customers.
My experience with the billing Frontier is that you need to call and question your bill every 6 months or so. I have learned that they change the prices and what they charge fairly often. I recently learned that they no longer charge for the modem. I am not sure when in the last 6-8 months that changed, but I was paying 4.99 a month for it. This is just one example of the type of billing I have experienced. I have had similar experiences with phone service and internet service changes as well.
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.
For the last 4 months I've been billed for every individual phone call I've made even though I am paying for unlimited nationwide calling. It has taken 4 phone calls and many hours of time on the phone to try to get the issue resolved. Every time I call and talk to a representative, they claim to have fixed the issue only to have more charges show up on my bill the next month. I think I may have finally gotten the matter resolved but it should not have taken 4 months to do so.
I have been a customer of Frontier for almost 5 years. Frontier is one of the few internet providers for my house (only fixed line internet provider, there is one wireless internet provider and one satellite provider). I have called 10 providers that have service "near" my house but none of them are looking to provide service into my area. As a result I am locked into their service.
This comment is about their billing practices. When I started using their services the price was locked in to $29.99 for 2 years. The price stayed the same for the first 4 years. In January 2017 the price jumped by $5. Now one year later it has jumped another $5. So now I am paying $40 a month for their service. During this time my quality of service has decreased. When we started we were getting on average 3 Mbps of service now we are only getting 2 Mbps of service in the intervening years my service was consistently below 1 Mbps.. I find it very frustrating to have my service decease while my prices have increased. Additionally Frontier has not provided any notification that the prices are increasing. I just all of a sudden get a bill that is $5 more then the previous month. When I called to ask about these price increases the statement I got was that the standard price has been $40 a month for as long as the person had been working in Minnesota.
Part of the reason I called Frontier to ask about their pricing is that their website advertises services of 25 Mbps for $35. So this means they are offering people 8 times the service for less money than I am currently paying.
I just today (March 1st) looked at the Frontier website to see what the cost of service is for my house. If I try to subscribe to their service as if I was going to move into my house I am able to purchase their service for 6Mbps down / 1 Mbps up for $20 a month with a 2 year price guarantee including amazon prime (see attached image). This makes me very frustrated paying twice as much as they are currently offering for the same service.
In January of 2017, I subscribed to Frontier Communications Internet using a promotion that guaranteed me a three-year rate of $29.99/month for the Simply Broadband Ultra, plus a one-year subscription to Amazon Prime. My first nine statements under service charges for the month as "Simply Broadband Ultra Term 1/20/17 - 1/19/20". However, the tenth statement (which was my first paperless statement) suddenly is written as "Simply Broadband Ultra Term 1/20/17 - 1/19/20". I did not notice this until I received my statement for January of 2018 in which my monthly payment had gone up to $44.99/month. I immediately contacted Frontier. The first woman I spoke to suggested that I was a liar and should just cancel my service. She then hung up on me after I told her she was being nasty. I called back and immediately was told the same thing. Basically, that I only had a one-year guarantee of the $29.99/month charge and I was welcome to cancel my service with them at any time. Since I really need Internet service and the only other communications carrier in my area is more expensive, I chose to pay the bill. My friend made me aware of this investigation about the same time this all occurred. I am hoping to resolve this situation by adding my comments to this docket. I also sent a detailed letter of complaint along with copies of my statements and a copy of the promotion offer to the Attorney General's office. Frontier Communications is not only billing inaccurately, but also they are lying and trying to mislead their customers. I hope this is a successful investigation!
Please note: I made an error on the dates of my tenth statement! It should be 1/20/17 - 1/19/18.
My parents were Frontier customers for at least 10 years, if not longer. In March of 2016 my mother moved from one address to another. My mom waited for three weeks to have a tech come out and test her new address to see if Frontier could provide services there (we didn't want to have to change her phone number or email). She did not have phone or internet during this time. The tech never showed up so we just cancelled her services and started new with another provider. I spent well over 10 hours on hold over the course of a few days trying to get this taken care of to no avail. When the bill came she was charged her normal amount and none of the contact information had been changed even though I provided them with her new address, phone and email. They did offer an adjustment to the bill. I had to sit on hold again for over an hour before I was able to talk to a person about getting a refund in cash form because there would be no further bills to adjust. It took Frontier about 4 months to issue the check.
I have not had the problems that some people here have had. We did not get the service we were paying for for several years (see topic regarding quality of service), so in that sense, we paid for things we didn't get. However, specifically related to billing; there was an incident several years ago where for some reason we were overpaying for something. I don't recall the details, or why it happened. But I pay close attention to my bills. The second month it was incorrect, I called. As usual, the customer service is horrible (see topic regarding customer service), but after asking for a supervisor several times, I was transferred to a nice lady who helped me. I explained that I was seeing an extra charge and I didn't change anything. She quickly found what the problem was (not sure why it happened, but whatever). She changed it so I would be charged the correct amount, and also gave me credit for what I overpaid. This credit was split and applied over the next 3 months, which was slightly unfair. They got all the overage in one shot from me due to their mistake, but I had to wait 3 months to get it all back. But they were true to their word and I got it all back as they said, and the bill was correct after that. Aside from that incident, which they corrected, I have not had an issue with billing.
An edit to my earlier post - On another thread, someone mentioned how Frontier gives a "promotional price" and then takes it away without telling you. Or when you talk to them and they give you a lower price but fail to tell you it is promotional and only lasts for a certain amount of time. Yes, they do this, but so do many other companies. I specifically ask if something is a promotional price or if it is just that price forever (until they increase rates overall). If they say it is the price for good, not promotional, I ask for their full name and tell them I am writing it down along with the date and time of call so they can't change it later. Most of the time, it is a promotional price for 1 year or 2 years. When I look at my bill, the effective dates of the price are listed next to the charge. So I know when the "promotional price" will end and I make a point to call at that time to get on the next promotion. Yes, it is sort of a pain to have to do that and it would be nice if they would just give you the low price for long term. But I don't feel it is unfair because they do indicate on your bill how long it lasts.
NO!!! In February 2018 we received a direct mail notifications from Frontier that they had made available "high speed" internet in our rural area. We called to sign up and talked to Kerstin. We attempted to sing up for the printed offer, which was $25/month, FREE Installation and FREE Wi-Fi Router. During our discussions, I did complain about earlier poor service (see my complaint under the service discussion). She then offered to sign us up with "no contract" so that if we were dissatisfied, we could cancel the service. She offered the above prices. When the first bill arrived, it was completely different than what we had agreed to with Kerstin. $10/month was added for the Router and there was a $9.99 service charge plus a $75 installation fee. We called their customer service agents and after much complaining (and a threat to complaining to the PUC), were finally offered the removal of the fees. However, they claimed that the $10 Wi-Fi router fee could not be removed. After talking to a supervisor, we did get that removed also (we think, it remains to be seen in the updated bill). So, printed offer A was not available, so we supposedly got plan B. Billing was different, so plan C. Customer Service gave us plan D, still different, and a supervisor gave us plan E, still different and more restrictive with a 2 year contract. It's impossible to get them to honor the original offer. I am an engineer and an attorney.....and still impossible to understand what they offer, what you can actually get, and whether or not the actual bill will reflect anything close to what they offered or discussed. So, after all this, we still do not have the original offer. There is no way an average consumer could work their way through this; and you end up paying more for less service than what they originally offer and different than their printed offers mailed directly to our home. The PUC needs to force them to simply their offers and to hold them to honoring what they do offer.
Frontier lies constantly making excuses of why they can't come set up your service. The last time we needed them to come hookup our internet it took them like 3 weeks to finally come, after they had said they would come I don't know how many times. Then the last few months they kept trying to charge me extra fees like a re-connect fee even though I wasn't disconnected. Then also a fee for paying with my card over the phone which I had to do because the online payment thing was messed up. I was told it would charge me and then I would get reimbursed but I didn't and had to call. I did get it back but I should not have had to call in to get it. Now, we just recently moved and they had said they would come April 3rd to hook up our internet at our new house. No show no call. Called them and they said someone tried to call me (Nope, didn't happen and if I did miss a call they never left a message) and they were saying they didn't want to come until they talked to us because we can only get 2 mbps instead of the 24 that we had. Okay, sure we will try it and see how it goes since there really are no other options. So then they were supposed to come today and I got a call saying they couldn't confirm my order because we can only get 2 mbps at the new house which is what I already talked to someone about. Two people two different times actually. She said somebody didn't mark it down in the system. That seems to happen a lot and it's unacceptable. So now what, they want to come in another week? We are done with them.
Frontier increased their internet rate in a very indirect way starting in January 2018. They added a line item called "Internet Infrastructure Surcharge" buried on the last page of the bill in the section call "Detail of State and Other Charges."
There are three problems with this.
1) I believe this is deceptive billing by Frontier. It is a backdoor way to increase my internet service price by 8%.
2) Frontier customer service tells customers that this is a government charge. It is not. During calls on two consecutive months, I had to read Frontier's own statement that this "is not a tax or governmental charge" to Frontier customer service agents who initially claimed it was. Those same agents then informed me they could remove the charge if they enrolled me in a service plan.
3) Frontier does not follow through with its agreements to remove the charges when customers enroll in a plan. After Frontier customer service agents on two separate billing cycles told me the surcharge would not appear on my next bills since I enrolled in a plan, the surcharge was yet added.
To-date, I have called Frontier on three consecutive months to have this misleading charge removed. I have little confidence that this will happen.
I believe Frontier is preying on the majority of its customers who do not pay extremely close attention to their bills. Those who pay attention are then deceived by Frontier's false statements. Those who pay attention and are not deceived must then be persistent enough to waste time on hold month after month disputing the charge with Frontier customer service.
In 2008 when I purchased my home in a rural area the only Internet and cable and phone available was through Frontier as a bundle package. It was supposed to be a 2 year contract with the 3 services and Dish was for the cable at $99.00 per month. The Internet service was horrible. After the first couple of months my bill went from the $99.00 month to $200.00 and $300.00 a month and more. I called dozens of times to ask why the bill was not $99.00 and they said it wasn't Frontier it was dish. So I ended up paying thousands of dollars more than the contract with no real reason given but that I had to pay. I called Frontier at the end of the 2 year contract to cancel it and they hung up on me 3 times. I called back again and actually waited on hold for over 7hrs and the business closed. They never answered and wouldn't allow me to cancel services. I sent a certified letter to Frontier saying my contract would not be renewed and was done. They sent back the box to send the equipment in which was pre-paid shipping. I sent the equipment to them. Then after a month or two Frontier started charging me again for services I no longer received and I ended up having to file bankruptcy for a bogus bill over $700.00! They lie and are very corrupt and I still do not have any internet, land line or cable services to my home since. I have never been so burned by a company as i have with Frontier services. I use my cell phone as a hot spot for Internet which is also very low reception. I hope this information will help.
After failing to install my router at my new residents on October 4th I chose to switch providers for internet service. I called to cancel the service and I returned the router to the "office" across the ally from my new residents. I was then contacted by the new tenants at my old residents that they could not get service because my account was still open. So I called two more times in the month of October, both times verifying the account was closed and nothing was owed on the account. In November the new tenants contacted me and I had recieved another bill from fronteir so I called again in November and wrote down the cancellation number for my records and verified that the account was closed and that nothing was owed, I was told that they were going to escalated my problem and get it taken care of. December rolls around and I get another bill at my new address, I call again and I hear the same thing they are going to escalate my problem and get this taken care of the account is closed and nothing is owed on the account. Each time I contact them I sit on hold at least 30 minutes and every time they have to transfer me to a different department, one month billing and the next some where else, spending at least an hour on the phone every time I call. This repeats in the months of February, March and now April I received another bill and also a notice that my bill is past due and they will be sending it to collections and report it to the credit bureau. I contacted them again today in which they responded with they will escalate my issue and that they deal with these on a daily bases apparently, and their account manager will contact me within 48 hours. This is an ongoing issue of 7 months now.
Although I think the original company’s name was Vista Telephone and Frontier purchased the company, I have been a telephone customer since 1978, having the same phone number since then. Frontier has always been my provider for internet. My daughter was using VOIP, so to save money I decided to go with that too. So I could port my phone number into my VOIP system, Frontier had to give me a different number for the internet. I used VOIP from May, 2013 to August 2016, but needed to go back to a land line because I was always getting disconnected and could not complete my phone calls. When I called to find out about why I was always getting disconnected, the service person said in July, 2016 I had 136 internet disconnects and in August up to the date I called, I had more than 300 disconnects. I was told, basically the internet in my area was not good. So I went back to the land line and it was supposed to cost me $19.99 for the internet and $40.99 for the phone, totaling $60.98 plus tax. This was a 2 year price guarantee, not a contract. If I wanted a 3 year price guarantee, I would need to go with a contract, so I chose the 2 year. When they did whatever it is that they had to do to port my phone number back (that I had at that time for about 38 years), they decided I broke my contract on the internet and charged me a fee for breaking the contract. It was $100.00. I spent numerous hours on the phone trying to get it straightened out, but when the customer service people agreed with me, and tried to fix it, it still did not disappear off the bill. One time I called and got an extremely mean person, and he basically said that’s too bad. You broke your contract and you will pay it. Because I had been set up with automatic payments, they had withdrawn the funds from my bank account so as a last resort I stopped payment and got my money back that way. From day one on the phone / internet service, they had the pricing wrong. I called and again spent numerous hours on hold, but finally got that straightened out, until the December 2017 bill came, and the phone service increased by $2.00. A 2 year price guarantee means my rate should not go up until August 2018. I can either let them overcharge me for the next 8 months, or call to get a refund. I got a refund for 2 months so far, and am planning on calling every few months so as not to waste any more time than I have to. I have all my phone bills and would be happy to provide them to you so I can help you stop them from doing this to others.