Frontier Communications

Internet service providers, when evaluated, are expected to not just deliver robust connection quality but also robust customer service. Unfortunately, in my recent experience with Frontier's customer service, the latter seemed to be perpetually offline.

I've subscribed to Frontier's 5gbps service, and the connection in itself has been reliable enough to get a fair comment, until that ill-fated day when the fiber line to my house was cut. As any modern household would, we found ourselves navigating a digital purgatory, entirely cut off from our online necessities. We counted on Frontier to bring us swiftly back online. This was, however, a hope quickly extinguished.

Upon contacting Frontier's customer service, it became evident that 'service' is a term loosely attributed to what the company offers its customers. The proposed wait time to fix our cut line was an abhorrent three weeks. This, in a world where most of our lives are deeply intertwined with the digital realm, is simply unconscionable. The unavoidable truth is that without the internet, we are disconnected from work, from school, from our social lives. It appears Frontier grossly underestimates the gravity of such an issue.

What exacerbated the situation was the disgraceful attitude of Frontier's customer service representatives. Despite three desperate phone calls, there was a consistent unwillingness to assist, a stark contrast to the basic premise of their job descriptions. They served as gatekeepers, rather than facilitators, shunting us into a nether realm of call transfers and hold music. Each conversation ended with the same non-negotiable three-week wait time, a harsh reminder of their indifferent attitude toward their customers.

Frontier's inability to escalate urgent cases or provide temporary solutions until the problem is resolved is a shocking testament to their lack of customer-focused crisis management. The incompetence and inflexibility displayed by the customer service representatives was not only frustrating but deeply disappointing.

The experience was like sending an SOS signal into the abyss, only to be met with echoes of our own despair. The disconnection extended beyond our severed fiber line; it was a glaring disconnect between a service provider and its subscribers, between a problem and its solution, and between a company's promises and its actions.

Frontier might provide a gateway to the internet, but it certainly does not provide a gateway to decent, effective customer service. If you ever find yourself in need of their assistance, be prepared for a voyage into the unknown – a Frontier where help is merely a mirage.

I am utterly disappointed with the quality of service provided by Frontier Internet. As a member of a tightly-knit community, we have been enduring ongoing issues with our internet services, which have escalated to the point of severely impacting our businesses and livelihoods. The lack of concern and indifference shown by Frontier towards its customers is simply appalling.

First and foremost, the reliability of Frontier Internet is abysmal. We constantly experience frequent outages and unstable connections that disrupt our daily operations. These outages have caused substantial financial losses, as we have been forced to close our doors and send our hardworking employees home. It is distressing to witness the detrimental effects this has had on our community's economy, all due to Frontier's inability to provide a stable and dependable internet service.

Additionally, the lack of effective customer support from Frontier has exacerbated our frustrations. When we reach out for assistance, we are met with long wait times, unhelpful representatives, and an overall sense that our concerns are not taken seriously. It is disheartening to realize that Frontier does not prioritize resolving the issues faced by its customers, nor do they demonstrate any willingness to rectify the situation.

What disappoints us the most is the apparent disregard Frontier has for the impact their inadequate service has on our businesses and overall livelihood. Despite numerous reports and complaints from our community, they have shown no signs of improvement or even acknowledging the severity of the situation. It is evident that Frontier places no value on the well-being and success of its customers, leading us to question their commitment to providing a reliable internet service.

In conclusion, Frontier Internet has proven to be an absolute nightmare for our community. The ongoing issues we face have resulted in significant disruptions to our businesses and forced us to close our doors, sending our workers home. The apathetic attitude displayed by Frontier towards their customers is deeply concerning. We strongly advise anyone considering their services to seek alternatives that prioritize customer satisfaction and provide a reliable internet connection. Frontier has demonstrated time and again that they are not capable of meeting these basic requirements.

I've not come to this lightly. I've given Frontier all the chances I could possibly give them. But as a customer service business, this absolutely has to represent the very worst of the worst.

After their takeover of my perfectly fine Verizon FIOS service, I suddenly was presented by new billing by an unknown company called Frontier. It was promised that the transition would be smooth and no changes in billing or the level of service would be seen. Immediately upon "throwing the switch", service was disrupted and down for days at a time. I, being in I. T. was maybe a little more forgiving in that things rarely go as planned on switch-overs unless the company has very well thought it out and planned accordingly. This was the first red flag. A tech company that can't handle it's own tech needs. Be that as it may, I went along with it and the service eventually stabilized somewhat. Promised speeds of 50/50 seldom were met, checked using their own online testing software. But I let that slide for a bit longer and they finally got the service to stabilize most of the time.

I was doing fine until a December 2016 billing where the bill jumped up $20.00 per month with no increase service quality. This was in direct conflict with my agreement with Verizon in price lock, as written in their contract. I contacted them immediately as did a chat conversation via their web site. I was as cordial as I could be, insisting on speaking with a supervise, knowing the phone support person had no authority. I was not allowed a supervisor, given a phone number to call and "dismissed" by this rude CSR.

I called the number and finally reached a CSR who told me his name was Brix. We supposedly worked out the issue and was supposedly given a transaction number 503****91 and promised if I just paid the scheduled billing they would take care of a rebate and corrected billing from that time on. I rested a little easier and made the payment as requested.

Today, 01-15-2017, I received via email a bill showing $114.51! Not only did they not give me my corrected billing, they failed to show my previous payment and that's with the confirming email they sent! I'm currently on the phone and been on hold for over 2 hours and can clearly see these people are not going to correct this.

I have tried my best to understand the situation. This, however, is a joke. This is the model of everything a company can do wrong and not try to correct the situation. Instead, they only seem to do all in their power to make a bad situation worse. No customer service at all. Horrible technical service to begin with. These people should have their licenses revoked. I will drop these clowns and go to the only other competitor, Spectrum, as soon as I can square this up and get out of it.

Stay away from these idiots. They are the worst of the worst!

GOOD LUCK IF YOU CALL TO CANCEL,VERY,VERY RUDE PEOPLE ON THE PHONE.THEY CHARGED ME $ 100.00 FOR 5 DAYS OF INTERNET USE (CROOKS)

I joined Frontier Communications the 3rd week of Sept. For their $89.99 bundle promotion. I was told my monthly recurring bill would be $120.97, including boxes, taxes and surcharges. The first bill I received was for $221.50 due to the promotions not being turned on. On 10/18/16, I spoke with a representative in their retention department. He said he corrected everything, and added some additional promotions and monthly credit. My new monthly recurring charge was supposed to be $82.32 dating back to the first day of service. I was told I had to pay the $221.50, and would receive the credit for over-payment on my next bill. I received my next bill in the amount of $140.13. I again called, and the representative stated the credits would be applied, and not to pay the bill. He said he would send me an updated bill reflecting the actual amount owed. The updated bill never arrived. Instead, I received a bill for the next billing cycle in the amount of $160.13. $7 of the bill was for a late payment fee. I spent an hour and 20 min on the phone with a manager last night to get this resolved. He said he was able to get my monthly recurring bill to $80.98 effective from day 1, and issue credits in the amount of $196.62. According to my calculations, which I shared with the manager, my bill was still $148 higher than what I was supposed to pay. At that time the call disconnected, and I never got a return phone call. I called today to verify everything I was promised last night was in their system. I was told my new monthly recurring bill was $158.95, not including taxes and surcharges. None of the promotions I was promised to get my bill down to $80.98 were executed.

My total amount paid should have been $80.98 x 2.5 (months) = $202.45. I paid more than that on my first bill, and I was told I still have an outstanding bill of $242.58 (not including a credit of $113.94 I was told would have to go through an approval process due to being over $100, and would take 2 or 3 billing cycles, which I would have to pay for now - I heard that before).

As mentioned, I am now being told my monthly recurring rate is much more than I originally signed up for, and agreed to, in addition to being over-charged for the past 2.5 months. I have literally spent over 20 hours on the phone trying to get this matter resolved with the company, but to no avail. The reps say they see the notes confirming what I am telling them what the monthly recurring charges should be, but their system is generating much higher bills. They don't have an answer for me.