Frontier Communications Customer Service Complaints - page 2

I have recently switched from Charter to Frontier and God knows what a horrible mistake as I was fooled by their April Promotion. From day one, it has been nothing but worst customer service ever at every level. The first rep decided to assign me a new phone number instead of porting my existing home number and for two weeks, I was paying for Frontier and Charter as I could cancel my service with Charter since I would have lost my home number which I have had for over 20 years. My issues with Frontier continued and recently I got two monthly statements (over $300 each) while I was told my monthly bill will be $85 before. It seems like this is their standard practice as they intentionally don't send the new customers emails to provide details about the service and monthly fee, so you don't have any record or proof to make your case.

I am so despondent that Frontier took 203.00 out of my bank account AFTER I CANCELLED THEIR INTERNET SERVICE! They owed me $79.05 and took over 200.00 out. My mortgage bounced and I have called 5x since January 23rd and each person says something different. Once guy even said "I don't need this crap" and hung up on me! Does snyone know how I can email someone in a corporate capacity?????????? I cannot find an email address. I do NOT want to email a long saga to some idiotic customer service person. What Frontier has done to me is criminal! I want my 79.00 and my 203.00 yesterday. This is so wrong. I only paid 48.00 a month for internet so why the hell did they take 203.00? I doesn't make any sense. I am tired of crying as I just want my money back. That is half a paycheck for me!

Tried to order internet and three business lines for my new pediatric office in east Texas. After approximately 18 hours on the phone and on hold, and speaking to no less than 18 people in your employ, the 1st appointment was missed completely, and the second appointment didn't happen in until late in the day the next day (today) with the tech order for ONE phone line and to tell me that internet was NOT available at my location. Your company has wasted a week of my time and I have lost two, soon to be three days of business due to your company's ineptitude. I am at a loss how you stay in business. Your competitor is going to install service for me, and I will not ever recommend your service, due to the complete ineptitude of your customer service and technical staff. If you knew how angry I am at your company right now.

What an embarrassment it must be to work for the worst organized/operational company on the planet. The lack of proficiency, process and customer service is breath taking. I have experienced the worst Internet access via their DSL service. If it ever stays connected it is worse than a 1200 baud modem.

Compounding, the lack of responsiveness and networking tools and staff to identify, monitor and remedy network problems is horrific. 7 months and going with no end in site. Never returning a customer call is standard operating procedure. The amount of time spent educating them on their own issues is profound. Without provocation the call center will disconnect your call. This trick has occurred to me at least 18 times in three weeks. What a joke.

Lost phone land line on Saturday the 3rd of December. Cell phones done work at our house because it's too wooded an area. Drove till my cell phone worked and called frontier communications. Have my 95 year old mother with Alzheimer's and weak and frail. Have had to call 911 severe times because she keeps falling. Was told by their customer service that no one could come out till Friday December 9th. Seven days later! Explained to them and got a snippy representative who told me that if I want him to lie and say they could come out sooner he would. Told him about my mother and he said they'd try to expedite it but probably couldn't. I thought they were legally bound to service it sooner with a medical emergency. He told me he'd been there seven years and doesn't think they have to. Why am I paying for a land line that they're too busy to service!

Hi,

My name is Sara Pardey and I have tried TWICE now, to set up service with Frontier. The first time, I was charged an $84.00 deposit based on my credit rating. I was told the internet would be hard-wired and NOT Satellite. I required this due to a job opportunity potentially working from home. The date of install came, and I left work early in order to meet up with the tech....whom never came. I spoke with customer service, they called me a half hour before install to let me know that a tech would not be coming and that they do not offer hard-wired internet in my area. I was told by a CSR (GiGi) via chat that those services were available when I signed up for service. I was told on NUMEROUS occasions the connection was hard-wired with any rep I spoke with.

I lost the job opportunity because I was scheduled to test my PC with the company that night, and I was not hooked up.

I waited for my refund of my original deposit to set up service again.

Then, I set up ANOTHER order with Karmen. I was told by her that she would waive my deposit due to the hassle I had dealt with. Keep in mind, I did not ASK for this, it was offered to me. Install was set up for yesterday 11/17, after 4pm. I was told a tech would call me an hour before arrival. I left work early, AGAIN. Only to get home and find no tech was coming. I was told my order had been 'put on hold due to an old order' still lingering in the system. (This confused me since I got a conformation email stating that my 1st order was cancelled). I was told that I would receive a call back after the rep spoke with dispatch. I received a call back, but missed that call. I then went on chat today, and spoke with Kayci, who was extremely slow at responding and not very helpful at all. She told me that my order was on hold because I did not pay a deposit. (Remember Karmen promised it would be waived) I requested a supervisor, Shelly, and explained to her that she could review the chat history with Karmen and see that I was told the deposit would be waived. I told her I understood now that a CSR did not have the authority to waive a deposit, but explained that this was promised to me. After she demeaned me by basically telling me that because I have bad credit, I would have to pay the deposit.

I asked the supervisor, Shelly, to please send a transcript of Karmen and I's conversation to my email. (As it has always been offered to me after ending a chat). She then told me that she could not do that because of "policy". I found that odd. I also found it odd, that all of a sudden after I asked for the chat with Karmen, that the option to save my current chat with Shelly had been disabled. So, I copy and pasted it and saved it.

This is absolutely unacceptable, and unfair. I have been treated like garbage throughout all of this. Every time I call customer service I am told something completely different than the time prior. I have now left work early, with no pay, twice. As well as lost 2 job opportunity's because of this. Another company asked me to test my PC last night, when I SHOULD have been hooked up and ready to go. I was unable to do so.

Been a Frontier customer for quite a while. E mail service is the worst ever and your so called tech support is terrible-however many different techies you talk to is how many different answers you get! My email says receiving but it never happens and times out and says my POP3 server has failed. They recently raised my rates and the service is terrible. If you cannot fix your problems, I will have to change internet suppliers, or don't you care??

They turned off my internet access on 10-20-16 (my bill has been paid on time for about 10 years - as long as we've been their customer). Numerous phone calls and chats. Never the same answer twice. Finally told me I had to be home all day on the 25th. I got a voice mail telling me it was fixed without anyone coming to my house. I had to use a vacation day. It is going to take cable 2 weeks to run to my house but Frontier is about to fired. They don't even try to do the right thing. Its almost like they are playing a game. As for the person who said asking for a supervisor just gets you an extended hold - Absolutely true.

Soma power box was not working on a Friday so I called to get a tech and of course the soonest they can send a tech out was the next Tuesday. Tuesday comes and goes no call nothing so I call and oh they tell me we have to reschedule even though I sat there for hours after calling and calling and then telling me Oh yeah he has your ticket so we will move you to Wednesday... Wednesday it comes and goes not one phone call the only calls made were for me again to customer service customer service calls the dispatch and the dispatch promises me he will be there Wednesday night guess what Wednesday night comes and goes no phone call someone calls me on Thursday oh my gosh it's the dispatcher I see you need a tech unfortunately we can't make it today how about Friday afternoon... I am so pissed I will now pay the $10 a month extra to go to Xfinity

My experience began on September 9, 2016 when I called Frontier Communications to inform them that my internet service had gone out. I was assured that the internet would be restored by September 15, 2016. Why it would take six days to restore service was beyond my comprehension. I was told I would receive a phone call within 24 to 48 hours informing me when the service technician would be dispatched. That call never came. When September 15 arrived, there was still no internet. I called once again. I was told that the technician had come, had not made the repair, but had closed the ticket. So a new ticket was created. Once again, I was told the problem would be repaired within a week. Astonishing! And, once again, I was told I would receive a phone call within 24 to 48 hours informing me when the service technician would be dispatched. Yes, you guessed right - that call never came. A couple days later I called to check the status of the ticket, and the representative told me that the new ticket indicated the internet would be repaired by September 29, 2016. I shared my incredulity with the representative, and he suggested expediting the ticket (an escalation, I believe). Hallelujah!

Well, today is September 25, 2016. Still no internet. Still no return phone calls. I have called at least eight times and have spoken to numerous customer service representatives and supervisors, among them Toni, Tracy, Eddie, Kelly, and Rowan. All of them had assured me that I "probably" would have internet service restored by September 29, 2016. I find the word "probably" quite disturbing.

I am a musician, and I'm wondering how many gigs and how much income I have lost since September 9, because I have not been able to receive email. I suspect one would agree that nearly three weeks of waiting for internet service to be restored is totally unacceptable.

I have been in business as a management executive for 30 years, and I have never seen a poorer company to deal with as Frontier. Every time I call I get promises, but nothing ever happens. My lawyers indicate I should sue, but I would like to just end the relationship without damaging my credit rating.

Absolute worst customer service I've ever experienced worse than dealing with health insurance basically like to buy customer service spoke to someone in corporate and don't ever use this company they're horrible and have no regard for their customers the only upside is I don't have to work for them

I have been dealing with frontier since April regarding the poor and bad services they are providing and have had nothing but headaches I don't know how there still in business they should be shut down with the service they are providing how can a company charge for services that don't work right I have spoken to 3 customer service reps no Help what so ever and 2 Supervisors and still no help I have canceled my services with them I am just going to report them to the better business service maybe they can shut them down.not going to pay them a dime'

It's all been said over and over again. The "Suits" at Frontier don't give a damn that their organization is poorly run because they get their fat checks and year end bonus without fail. Remember, we are just paying customers without any consumer protection, Federal oversight, or Regulatory agencies willing to take a stand for us. But remember this, we did kick the British out of this country twice in our history. Will history repeat itself ?

We've been trying sense Aug. 11th to get the Internet set up. We called a week Pryor to that to have it set up. They never showed on the 11th. We called they could not find our order number in the computer. They then said we had to pay a 35 dollar set up charge. Which they failed to tell us about the first 2 times we spoke to them which by the way was 2 hours long on the phone. They then promised to send them on Sat the 13th from 10-1....never showed. We called back they gave us the run around for another 2 hours on the phone said that they bumped it up and the technition would be there sat and he would call us first. ..it's Sunday the 14th...still no internet..back on the phone with customer service it's going on 45 min now....come on is this how you run a buissness?? This is poor customers service... very unprofessional I cannot believe this company is still in buissness...I'm asking for a refund for sure I want no part of this frontier company!!!!

We are new customers to Frontier Communications. Having recently purchased a home in Republic, WA, it was necessary to have a on site phone as my mother who is 97 yrs. old lives with us. I called into the Order Dept. and was told that the earlies possible date for service was 8/9/16. We are moving into the property 7/20/16 and needed service then for my mother's health care if needed. The home sits in a canyon and there is no cellphone service unless we drive 5 miles up the road towards the town of Republic. That time frame if an emergency happened is the time that my mother's health risk could be critical or even deadly. I was transferred to the Customer Care center and spoke with Nicole Klamer who worked diligently to just get us dial tone to the residence. I believe that she went above and beyond to help us. We had to take the internet off the original order to do that but just having the land line was the most important aspect at this time. We made arrangements to contact me again later in the week for the internet portion of the bill to be added. This was entirely acceptable to us. You have a very valued employee who listened to the immediate problem and helped to make us feel more comfortable, not only for us but for my mother also.

The Worst Company Ever! I Can't Believe Verizon Sold Us Out To These Jerks! No Phone Service, No Internet, No Tv - Cannot Contact A Person On The Phone....what A Mess. You Hold For 30 Minutes And No One Picks Up The Line!! We Gave Up And Switched To Time Warner - Not Going To Pay The Bills These Jerks Keep Sending Us!!

How are you guys even in business 3 weeks and three times you guys have cancelled on us and have not even set up or account you came over told holes in your walls and have not fixed or internet yet you guys are the worst internet service I have ever seen in my entire life

Both phone & internet were cutting out anywhere from a few minutes up to 10 days. The problem continued for 2 months without being repaired. The customer service people didn't seem to care if it was working or not. The service persons would arrive 2 to 3 days late and not do anything. After numerous phone calls and lack of repairs we closed our account and switched carriers. Although the FCC stats that after 2 days of no service the contract is nullified, after 10 days of no service Frontier insists that I owe them money for service not provided. I have found over 3,500 similar cases online without much looking. Looks like they are in for another class action lawsuit. I suggest save yourself the frustration of dealing with this company and use a different carrier.

You've managed too mess up each of my services (tv phone Internet ) to the point where I've had to find alternate providers for all three. How can you call yourselves a Communications company when you can't even keep a service working. None of them. after more than 20 plus hours on the phone trying to work with you people I've given up you can't even get my internet turned back on after inadvertently turning it off and closing my account. Your customer service is non-existent you might as well shut it down. I've given up at this point you've lost a good customer who paid his bill every month and it wasn't a small one mind you.You're a disgrace of a company. I will go out of my way to tell everyone I know to stay away from Frontier Communications.That shouldn't be hard because most of them know it already I have many friends and family members in the area.

Re: Wm Turnbull

Have called customer service 3 times with reference to one issue. When Frontier took over Verizon Customer landlines my Caller ID was disconnected yet I was being billed 12.50 a month for April and May. After 3 attempts to correct the issue I was told $25.00 would be credited to my account and the Caller ID would be activated at a monthly cost of $8.95 per month. I received my bill today, not only does the 12.50 for Caller ID appear but so does the $8.95. and the $25.00 was not applied. I called again today 6/14/16. I am to be credited for the two months at 12.50 +tax for a total of $27.80. That's fine. However the charge of $12.50 which is on my bill for the 6/10 billing period should also be deducted. I should only be billed one charge for caller ID and that is the $8.95. The customer rep told me to pay $45.04 on my bill. However, I still believe I am entitled to another credit of $12.50 for this same billing period of 6/10. My acct A phone call will be greatly appreciated. Thank you Wm. C. Turnbull

So, my internet didn't allow us 2 watch a thing without the constant stops to download & the landline has been full of static since the caterpillars showed up, I finally called 2day & spoke 2 Kevin, he said he put the service order in & a technician could be here by the morning... within an hour I received a call from the technician who was just a few towns away, by the time I got home from work my phone is static free & my Internet is flowing smoothly so far, thankful to them & the great service I received 2day & thinking I'll call much sooner next time I get the static....makes me wonder if it was those caterpillars??

After switching from Verizon FIOS to Frontier, we experienced an internet service outage that lasted a week. We tried to call in, waited on hold for an hour, only to be hung up on when it finally connected to a person. After another hour long wait, we spoke to a service rep who walked us through several different versions of "unplug it and plug it back in and see what happens". Nothing worked. Tech then determined that it wasn't the modem and that they would send out a mobile tech, with first available appointment 4 days out!



The day before our scheduled tech visit, I got a robo-call saying our service had been repaired. WAN indicator was still red, so not sure how they figured they fixed it, but bottom line, it was still unresponsive. Worse, they canceled our trouble ticket when they 'fixed' out problem, so we had to reschedule for another 3 days out (total of 7 days since we reported the problem).



The next day, which was our original scheduled visit, we saw a mobile tech at the end of our street and flagged him down. He was kind enough to look at our modem and noticed that the address ID of the box didn't match what was in their file, so he replaced the box and updated the ID. Still didn't fix the problem. he gave us his phone number to text or call if it still didn't work, but no answer when we tried it.



Next day, same story. we flagged down a tech and he said that he just came from a customer down the street with a similar problem and he couldn't fix it for them either. he called his office, checked something on the box, and left, again leaving a number that we called and texted WITH NO RESPONSE!



Finally, on Monday, with no call from either the customer center or one of the two techs who visited our house, the service came back on. Only way we noticed it was that one of the kids noticed that Netflix came back up.



i understand that technical difficulties can and do occur, but the absolute lack of concern when I spoke to the representatives of this company is inexcusable. To a person, their attitude was "I could care less if you do or don't have service, and I care less whether you remain a Frontier customer or not". Unbelievable.



Today I got my bill for $138, and called in to see why they expected me to pay for a months' worth of service that I didn't even come close to getting, and got more of the same. Total offered - $30 in bill credit. After spending hours on the phone on hold waiting to talk to somebody, weeks without internet or landline and indescribable frustration at the lack of concern and accountability.



Time Warner Cable is the only other service provider in my area. Online reviews tell me that they are probably more of the same, but I'm going to find out.


Frontier. Wish Verizon had never left.

Into the third billing cycle and nothing has been fixed Each phone call more promises are made.

This is by far the WORST company I have done business with in my 68 years, with respect to customer service. They primarily employ off shore Asian companies to handle customer service problems, billing questions, etc. Which ensures frustration for all English speaking americans. They say "we can't hear you" whenever the conversation is too complicated or the words to tough for them to understand, and I have been "disconnected" or "hung up on" more times than I care to recall. Additionally hold times AVERAGE 40 minutes to one hour. In the final analysis they do not honor "bundle packages" that Verizon contracted to deliver, siting "transition" issues, while raising my monthly prices by 75 dollars without so much as a warning or an explanation. They are terrible!!!