DO NOT USE FRONTIER COMMUNICATIONS AS YOUR PROVIDER! I have been back and forth with this company since April of last year. I had been a customer with frontier from June of 2022 until I called and cancelled March 30th of 2024. Following the call, a frontier technician came to our house and disconnected the service and removed their equipment the first week of April. The next month, I was continuing to be billed for the service. I called again and was informed that the woman who I spoke with did not cancel the account as I had asked and she had confirmed to me, she only paused it for a month. We had no equipment at that time and had a new internet provider through Spectrum. Since she failed to close it as she informed me, the representative from headquarters informed me on June 14 that the account was officially closed and to file a dispute of the charges since I had not been using their services since the equipment was collected at the end of march. I filed the dispute and was STILL being charged each month for their services. In addition to this, the visit from the technician who removed the equipment from our house at the beginning of April was not logged, so they have been trying to charge us for that as well. At the time that I filed the dispute, the charges equaled $254.80. The total continued to increase (despite the dispute and cancellation of service) until it reached the current balance of $461.85. I have just received a message from a collection company about this charge affecting my credit. I have been back and forth in communication with this company, and no one has helped me. I HAVE SPENT HOURS ON THE PHONE WITH THEM TO RESOLVE THIS! I have filed a complaint with the BBB AND sent an email to their CEO. They are unprofessional, incompetent and unwilling to help you. They do NOT value their customers and have made my life hell for almost a year by adding charges to an account THAT DOESNT EVEN EXIST.

I CANNOT TELL YOU TO NOT USE THEM ENOUGH!

Let me first start this review by saying I've NEVER BEEN LATE MAKING A PAYMENT AND HAD THIS COMPANY SET UP ON AUTO PAY TO ENSURE THEY GOT PAID EVERY MONTH when the bill came due!

The phone service was set up as a method of emergency communication for my elderly mother who has dementia. Initially the service was great and worked well. As I mentioned above, we had my mom's payment on auto draft so her payment was never late.

The problem started (after a year of good service) on Jan. 17,2024. When my mom's phone just stopped working. I called and set up an appt to have the service looked at. Got a legitimate trouble ticket established as well as a date for the technician to come out (1-24-24).

On 1-23-24 I received a text that the tech would not be coming out due to a bigger problem with a "cable" in her service area. The text ended with they would notify me via a follow-up text when the issue was resolved and service established in her area.

Weeks went by with no update. (And no phone service for my elderly mother). I eventually called (approximately 3 -4 weeks later) to check the status and to discuss a prorated bill (as I was still receiving FULL service bill amounts even though I had no service!

When I spoke with NUMEROUS EMPLOYEES in numerous departments (and got a total run around/passing the buck to the next dept)…. I finally asked to speak with a supervisor (only to be told that they were all busy but someone would call me back….which they never did 😩😩😩).

I gave it a little more time and called back on 3-16-24 only to get the runaround AGAIN and no status update on the problem! I gave it even more time and called back today (almost 3 months from my original call on 1-22-24) (because I'm still getting FULL bills but haven't had service since 1-17-24…today is APRIL 1,2024!

When I explained my DETAILED DATE SPECIFIC NOTES ON ThE iSSUE AND ThE EMPLOYEES NAMES ThAT I SPOkE WITH TRYING TO RESOLVE THiS ONGOING ISSUE… The rep told me that the original trouble ticket had been cancelled "Due to non payment (even though I was told not to pay The bill until they resolved to "trouble ticket" issue and had a chance to adjust my bill for the correct amount! When I asked to have the amount adjusted so I could pay them I was told they could only do one adjustment and if they did that 1 adjustment before the issue was resolved the account could not be adjusted again… even if the service issue had not been resolved!

The rep went on to say that because the service had been suspended, she could not help be until the bill was PAID IN FULL WITH NO ADJUSTMENTS! Keep in mind…we have had ZERO phone service for several months with NUMEROUS CALLS FOR HELP TO NO AVAIL AND NOW THEY WANT FULL PAYMENT BEFORE THEY CAN HELP US!

Unbelievable! I finally told the rep to take their service and shove it! I was totally willing to pay for the 17 days of service my mom had in January because we pride ourselves on paying our bills… but now… I'm not going to pay them 1 darn red penny!
My title of "Their Service Sucks" is an understatement!

IF I COULD RATE THEM A NEGATIVE ZERO I WOULD AND EVEN THAT RATING WOULD BE TOO GENEROUS!

RUN from this company! You've been warned! Don't walk….RUN as fast as you can!

I wish I could pick zero stars.
I've been having problems with fios since march 2023. I've spent hours on the phone with tech support and only solved one or two issues. I've had my equipment replaced 3 times and nothing has changed.
I had yet another technician come out and after explaining everything, he blamed my equipment and said I needed educated. It's totally undeserved insults. I've learned alot about the way the company works and have spoken to a countless number of representatives, so don't insult me.
One issue is my dropped wifi all day. I have a small house and the eero doesn't seem to be doing it's job. One thing he said was I should get a second one, which will probably solve that issue, but I won't pay for one. They should make them strong enough, or just give customers the amount needed, without an extra charge.
The other issue is that my phone had a frontier vm message on the display and he said it was my physical phone and that I didn't have voicemail. I have an answering machine which shows a different message.
I chatted with an agent a couple days later and he confirmed I did have voicemail and reset my pin. I went right in and cleared out the message.
The technician needs educated.
And they also need to address all the issues I'm having with poor reception, etc. It sounds like a wiring issue. I never had to deal with these issues with copper. It was perfect.
He even had the nerve to compare my issues with cellphone reception and call drop problems. How can he compare a hard wired phone to a cellphone? That's a totally different system. Again, he needs educated.
And how can he think it's acceptable for dropped calls, clicking, scratching, echoing, sounds like someone dialing, phone going dead, both while on it and also when not even on it, and more. It's not acceptable and they need to fix it. I think it must be part of their script if they can't fix it or don't know the answer. Blame the customer is their answer.
My caller id hasn't worked correctly since Fios was installed. It was an issue they created with all other providers. They did eventually fix the 2 providers, but refuse to fix the last one. They blame that provider, but that provider said it was a frontier programming issue, which I've known for a long time. Especially since there was no problem before they put in fios.
I shouldn't have to deal with their unresolved problems. It's not my fault, or my equipments fault. Its time for them to figure out how to roll out a working system. They weren't ready for fios. And I wish I had never gotten it.

I had a service appointment for 28Aug2023. The technician treated my fiancé (male) as the primary on the account even though I'M the primary and the homeowner. He assumed I knew nothing about the house and implied that our "landlord" must have gone through and cut wires which is why we couldn't get service. He was refused to explain in detail why he couldn't complete service that day saying we needed the existing wires rerun and promised that he would escalate to the tech team and we would have internet by Friday, 01Sep2023. I wanted to try fiber optic and was reluctantly willing to wait despite having to run my phone bill up with a hot spot because I work from home with protected information and cannot work at a Starbucks.

I was promised that the surveying would happen within 48 hours to begin the process and that I would be updated along the way. I never received any calls or emails. After 48 hours, I called customer service only to find that they close at 5 pm local time. Chat support was unhelpful although they said they would request the team call me (to date, I have received 0 calls even though I confirmed the number on my account). Called the next day and was told there was an appointment in the system to relay the wires even though this had not been scheduled with me. I confirmed I could be home at the time scheduled without my consent. The next day during the service time, nobody showed up. I called again and they said someone should be coming and they could be as late at 8 pm. Nobody ever showed up and because customer service closes at 5 pm, I couldn't call for follow up. I called the next morning and customer service is not open on Saturdays. I spoke with sales who sent me to tech support who said that they couldn't do anything but that they would escalate the ticket to their manager and I would get a call back. Still no call back. While I was on the phone with tech, some door to door salespeople for Frontier showed up at my house (impeccable timing on their part). I explained everything from start to finish and they assured me they would report the sexist technician and that they would call me first thing on Monday morning (even confirming that this was okay with the holiday) because the tech people were unavailable.

Monday morning: not a single person has called me. I have called Frontier 3 separate times this morning (I believe the total now is 13 times) and have been told someone would call me. At this point I am completely done with this company and have called Spectrum who will be setting me up tomorrow at 8 am (maybe - I have 0 trust for any of these companies) and I have cancelled with Frontier. They have lied to me a total of 13 times. Honestly I should have cancelled after dealing with the technician, but I really wanted to try fiber optic. Truthfully no fancy new internet technology is worth what I have had to deal with. This company is called Frontier Communications and they have done the opposite of communicating.

I have been a customer of Frontier since they took over Verizon accounts. We have never had great service with some rooms in our house having no service. EXCUSES is what we always got.Odd too because we always had great service with Verizon with all rooms good wifi. Over the last 3 years we have had times of no internet sometimes a night and sometimes days. When you call in they give you the story that it is your box and then come back and say oh no it is national outage in certain areas. We lost service 13th March 2023 and we called when we got home after being gone all day. They told us numerous stories and then finally admitted their problem. Next day called again saying we need internet husband works from home. They could not give us any information and I also sent messages through Facebook for documentation purposes (thank goodness). Wednesday still no service and I decided I was done. I contacted Verizon and went to the store to pick up a router. I kept checking up until Thursday still no service and I called Frontier to say I have taken this matter seriously and Frontier is not providing service and I am done. They kept me on the phone for over an hour and 20 minutes with two different reps. The first girl Alisa said she was inputting a ticket to send me a return package and then proceeded in telling me should not cancel the service and I would have to speak to the retention dept. She told me she was sending me over but she was not able to finish the request for package. ALL A LIE because turns out they dont send a package but a qr code and you bring router to UPS store to ship back. The person literally asked me I would be interested in staying for higher wifi and less price and I said no. She then asked me if I had a neighbor that would want to take over my service? WHAT? I said not just want to cancel. She went on to tell me that Frontier would charge me a $50 restocking fee and a bill for a whole month. I proceeded in telling her I was not paying for a whole month of service as I lost service on March 13 and had paid up until the 6 with my last bill. She said oh no we charge for a whole month. Today I found out that they actually charge you a month in advance which means they owe me money. SO UNETHICAL and grateful I am done with such scamming company. Frontier owes me for March 13th through April 7 service which I already paid on the 6th of March and was posted in March for service for March 7 through April 6th.

Frontier MONTHLY SERVICE CHARGES FROM 3/07/23 to 4/06/23
FiberOptic Internet 79.99
FiberOptic Internet 75/75
Printed Bill Fee 2.99
TOTAL MONTHLY SERVICE CHARGES 82.98
TAXES AND OTHER CHARGES
State Taxes and Other Charges*.25
TOTAL TAXES AND OTHER CHARGES.25
TOTAL 83.23
Detail of Taxes and Other Charges on Pg.4 >
*Includes Basic Charges

Sent This letter to the FCC and the Florida Department of Agriculture but not before we lost internet service for a day and then they turned off all our services a day before they were supposed to for summer vacation.

Bait and Switch Verizon Fios to Frontier Fios

We left Bright-House and went to Verizon Fios because we had struggled with Bright-House over pixilation on our TV and other picture problems, we had awful Internet service, even though we were promised speedy internet service, the telephone would drop calls and the security service didn't work. Bright-House came out to our house 9 times. Finally a contract employee of Bright-House finally, on Super Bowl Sunday said that the system would never work because we did not have a booster in the house and that there was too much pulling off of the system. He then told us that Bright-House was selling out to another company. It was at this point we decided on March11,2016, of this year, to switch to Verizon Fios. All our neighbors were on Verizon Fios. We asked Verizon if we could put the Internet and the TV on vacation for 6 months while we ere in South Carolina and they said of course.

Since that time it has been a nightmare. Verizon Fios sold out to Frontier Fios and we have had to go through all the problems we had with Bright House. We now have painfully slow internet service, our telephone drops calls and calls do no not go through. Some times there is no dial tone and we have pixilation on the TV and the TV stops working all together. Today in preparation for leaving to go to South Carolina, we called to put the awful service on vacation hold. Our security works off the telephone so we wanted to leave the telephone on but put the Internet and the TV on 6 month vacation. This was what Verizon, on two occasions promised me that we would be able to do. Frontier stated that NO you can put all the services on vacation or none of them on vacation. We chose to put them all on vacation so NOW our security wont work. They want a reconnect charge when we get back for putting the service back on. The service charge will be $150.00.

Here we are having to go through this all over again. Why are these companies allowed to do this to us. They have a virtual monopoly. There needs to be some type of plan before they convert discussing how they will merge their systems. It is elemental. If you serve a large community of people who rely on your services you MUST have a plan that has been tested. These people are making an inordinate amount of money off us people. Someone needs to see that they in fact can provide the services they are promising.

This order was placed on March 11,2016 and installed in March 14,2016:

WE are paying $197.01 per month and do not feel that we should have to pay for a service that we will not be using. We do however want our telephone to be operable so that our security system functions.

Verizon held back information, that had we been told, would have caused us NOT to choose them as our carrier. We do not want to pay an early termination fee. We also want Frontier to honor the commitment that Verizon made to us to allow us to keep our telephone on but put the TV and Internet on vacation.

Your help in this matter would be greatly appreciated.

Sincerely,

Barbara Corbett