Frontier Communications

I waited 1.5 hours on the telephone and 1.75 hours online (via mobile link chat) requesting support for internet services that are not working correctly. (very very slow/high latency). After spending indicated time waiting on telephone was provide with a message that I'd beconnected to a service representative, only to be placed immediately back on hold without speaking to anyone. After spending the indicated time waiting online I was disconnected from the customer Chat session with a final message indicating there was no one available to assist. I've come to expect this level of service from Frontier Communications, as they consistently fail to provided any meaningful level of support or resolution to customer reported service issues. I eagerly await other internet connectivity options, when available through other providers in this area to eliminate the terrible experiences (billing, change requests, performance and service issue resolution) I've had throughout the years and years of association with this company.

We purchased Frontier Internet services from a sales advertisement which included after 90 days of activation you would receive a $200 Visa Gift Card. Our new service began on 1/2/2024, not receiving our $200 Visa Gift Card we called Frontier Communications on 5/2/2024 and inquired, our answer was we were not in the system as a fault of Frontier Communication but will receive the gift card in 2 weeks. Not receiving the gift card we called Frontier Communications on 7/7 and after 55 minutes on hold the Frontier rep stated then the card was activated on 5/2 but we were not eligible as we were late with June's payment in which we are enrolled with auto pay. I am requesting the 200 Gift Card and 1 year of service for free, if not I will sell this situation to our local television and newspaper distributors in which I have contacted already.

If I could give a negative rating for customer service I would. I am requesting faster internet service (will pay) A tech was out to my house two weeks ago, he told me that the hardware was upgraded outside my house but the hardware inside was not. I needed to place a upgrade service call (tech couldn't do the upgrade). I made appt for Feb 16,2024 and no one showed up. I have been on the phone 90 min and still no resolution. Rep originally told me fastest speed avail is 6.1 Mbps and I told her that is not true because my neighbors have faster. She then said 45 Mbps is available and could be upgraded remotely, Then she said a upgrade tech needs to come out to my house for upgrade. No $#*!, they were supposed to be here today Feb 16. I am still on hold as I write this. Allegedly someone now coming out March 1. They will probably charge me the higher rate beginging today even though no one can come until March1. If there was an alternative I would take it in a hot second!

June 7th 2023. I'd give zero stars if it was an option. I had an appointment for today between 1-4. I received a confirmation text from frontier this morning as well for today's date. That said, I took the day off of work and they never showed up! When I called and spoke to a manager (which took forever!) I was told someone went into my account and changed the date to the 8th and she was dumbfounded as to why or how that happened and was also able to see my confirmation text for today. She said sorry. My question is who holds frontier accountable who policies frontier!? When I'm late on a bill I'm held accountable with late fees but when it's the other way around its "sorry about your luck bud". No phone call/email/text notifying me of this change and even worse still confirming the original date as good? Totally Unacceptable.
Little foot note, this is the first time I've EVER left a negative review for anything in my life. You're the first frontier, congratulations!

After FEMA declared Disaster Area, & Frontier wirelines in the roads,... basic phone service was out almost 60 days. "Rescheduled" set Ticket appointments many many times. Overall I've had no billing issues that their Chat Bot named Giga could not correct. Seems the only way to actual get thru to Frontier is thru Chatbot Giga. Oh Well.

• the internet service was okay
• canceled service on 10/20/22 ONE day after the billing date of 10/19/22; the customer representative told me that Frontier would NOT bill me $54.99 for the whole coming month, but, I would just pay a $10 disconnect fee
• disconnected and returned equipment on 10/20/22
• received an email on 10-21-22 from Frontier acknowledging the equipment return and stating: "Estimated Next Bill Total $10.00"
• in Nov got full bill for a whole month of service even though I did not use the service and even did not have the equipment anymore
• in Nov called customer support to ask why I did not just get billed for the disconnect fee of $10
• got bounced around to three different representatives
• third representative told me that Frontier will not cancel or prorate the last bill and on top of that they will still charge a $10 disconnect fee which I still haven't gotten
LESSONS
=> Don't believe what any Frontier customer representative tells you
=> Frontier is willing to burn its customers/future customer relations for $54.99

Well this was just my experience with frontier communications and their Internet service. Their customer service to say is not good would be an understatement. I lost service yesterday and went through their online tech support and could not resolve the issue so we set up an appt for the next day 9/14 to have a tech show up after 12:00 so I took a screen shoot of the apt. Well I made sure I was there and at 3:23 I revive a text message saying your Tech will arrive on Tuesday 19 between 8 and 12 pm. So I contact them trying to resolve the issue and no one could expunged what happened an nor or move the appt up. So now I have to be home again to resolve the issue. And when I asked them to credit me with a month of service they said that they could not do that. To say their customer service is poor is being kind. I have been in customer service for 30 years and it is quite apparent they are not worried about customer care or retention!

Don't waste time or money for this service. Never stay connected and customer service is horrible. They keep raising their prices and never improving their service. You are better off using your hot spot on your phone. Just awful

My actual rating is zero but they don't have that as an option.This is going to be one of the biggest ripoffs that I've ever had the misfortune of getting taken by. They don't fix your issues all they do is give you the runaround set you up with appointment times and then never show up to fix it! All you get is one excuse after the other! Paying for services that I do not even get which is about to stop. There should be a way these people should be held accountable for taking money and not providing the promise service... I will never recommend this business to anybody.

Absolutely the worse customer service I have ever experienced the installer never showed up I texted customer service and for an hour got nowhere insanity do yourself a favor regardless of the price stay away far far away if you don't believe me just read some of the reviews they are all correct

I have been having issues with an expired credit card keeps somehow becoming the payment method. They have the correct credit card that replaced it. I've had multiple issues with my Internet being turned off because the payment is overdue. This is a problem with their system and it is h*** trying to get a live person on the phone to assist. Customer service really needs to improve big time...

Dealing with Frontier is always a pain. Finding someone that really helps and speaks clear English is always difficult. Finding someone that gives you accurate and complete information is about impossible. Billing language always seems to be changing so that you are never really clear on what the charges on the bill really mean. The person on the other end spends more time telling you to wait than to really getting you accurate and clear answers to your questions. And if you show any discontent with them or their practices - they get all huffy with you - making you feel like the bad guy. I'm really tired of Frontier.

After being a loyal customer for many years, I moved to a different state, I provided my new address in case of any balance, they kept sending the balance to my old address and my name end up on credit collection because of their fault.
When I called to work it out with the balance of late fees that I was being charged for months they said that nothing could be done. Frontier is a company that makes money out of their loyalty customers.

Extremely Disappointed with Frontier Communications

I was initially thrilled to sign up for service with Frontier Communications. However, my experience quickly turned sour and left me extremely dissatisfied.

I scheduled an appointment for a technician to install the service, and I eagerly awaited their arrival. I dedicated four hours of my day to be available for this appointment, but to my dismay, no technician showed up, and I received no courtesy call to inform me of any delays.

This lack of professionalism and disregard for customers' time is completely unacceptable. Waiting for four hours with no communication or resolution is a huge red flag for me. It's evident that Frontier Communications severely lacks in customer service, and this experience has left me deeply disappointed.

As a result, I cannot recommend Frontier Communications to anyone seeking reliable and respectful service. I urge others to explore alternative options, such as Spectrum Communications, which prioritize their customers' time and satisfaction.

In summary, my experience with Frontier Communications has been nothing short of disappointing, and I advise potential customers to seek services elsewhere.

If I could give negative stars I would! About every month there is something wrong with the service. Every time I call in about it customer service responds "oh, sorry about that I don't know how that happened but it is all fixed now." Fast forward to the next month and wither the same issue is still there or there is something new going wrong. I am locked into using them as my internet and phone providers since there are no other service providers in my area. They are the worst company EVER! Oh and my so called Valued Customer credit that I am supposedly getting on my monthly bill is a $50 increase. Thanks Frontier

I am not looking forward to establishing a business relationship with Frontier Communications. I have been unable to get my issue resolved yet. Looking to get service started for a new unit (Frontier was a default selection) and I followed the verification process now, apparently, there is no history of me, the verification form I emailed, or the account/ticket number I provided. Certainly, there will be no recommendation from me for this company. Perhaps this business should be dissolved.

I was about to fly from NY to Atlanta and the person at the gate (named Stefany, she said she's a supervisor) was rude and inconsiderate to the customers. 5 people were not able to catch the flight including the dog because of her. She is a bad employee and not helping the customers. In my case, she was charging me 92$ for my small pouch, after I paid she said ai cannot go. So sad for her that makes the image of the company bad and ridiculous. She made us all upset and put ys in trouble that night. This is a nightmare to travel at Frontier. Im sorry.

Called to cancel my phone service keep my internet since I use my cellphone over it and the shut everything off. Then tell me it will be 10 days to fix it I take care of my elderly parent and she needs to call at night if she needs help. Had to stay for a month one time because the relay for my ringer voltage in the building the technicians met at every morning and had lunch at needed replace my phone would not ring. They are the only game in town or I would have left them long ago unless you want satellite and nothing when it rains. So I have spent the day calling them and on chat with them to get them to fix a problem I know they can't. Sometimes it is nice to be retired and have the clouds lined up so you can use your cellphone.