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Frontier Communications - Long Phone Waits

I just broke a record with Frontier HMO technical support. Only 15” wait, instead of 30” and 45” on hold until I gave up and terminated the call. And this is supposed to be expedited service because of our HMO contract. Does almost everyone go home at 9pm EST? But is difficult to give them a star rating because the system for hiring adequate staff, informing customers of the expected wait time and unwillingness to take a number to return a call when your turn in the queue arrives when they are inundated with calls earns them a one star. Yet when the tech comes on the line, they are usually knowledgeable, helpful, patient and empathetic like Elena was to me on the evening of 12/7/17.
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Review
#1144287 Review #1144287 is a subjective opinion of poster.
Service
Frontier Communications Technical Support
Pros
  • Tech support staff
Reason of review
Inordinate wait times after 9pm.
Preferred solution
Let the company propose a solution

Frontier Communications - This Company Lies & Preys on Innocents

1.0
Details
The mere fact that there are so many, many complaints speaks volumes. When I moved in with my 93 yr old mother to help her out, we switched from Frontier (phone service) to Spectrum (bundled phone, internet and cable). Several - and I do mean several phone calls with Frontier to keep my mother's phone number followed. Fast forward to three weeks after the switch my mother received a bill for $234.74 "cancellation fee". NEVER ONCE were we told that Frontier would charge a cancellation fee. Several more phone calls to Frontier - basically said that we were informed (we certainly were NOT) - even once I was called a liar. They could never prove that they told us that, stating that "it is stated on the monthly bill". "She doesn't receive bills in the mail, she's billed automatically from her checking account." "Well, then it's on the e-mailed bills." "She's 93 years old - she doesn't have a computer. Prove to me where those bills were being e-mailed to." "We can't - the account is now closed. We reported to BBB and Atty General's office - they forwarded our complaints to Frontier. Long story short - they told us on 11/21 that the account was "resolved and closed". What they didn't tells us was that they had previously sent her matter to a collection agency!!! Try getting anything from a 93 yr old woman on a fixed income who owns no property. They make the rules up as they go. THIS COMPANY HAS ABSOLUTELY THE WORST BUSINESS PRACTICE THAT I HAVE EVER ENCOUNTERED. So very, very frustrating!!!
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Review
#1142769 Review #1142769 is a subjective opinion of poster.
Product
Frontier Communications Account
Cons
  • Customer service
  • Rudeness of employees
  • Business practice
Reason of review
Poor customer service
Loss
$235
Preferred solution
Cancel the charge completely

Frontier Communications - Beyond frustrated

1.6
Details
I signed up for the package deal for internet and dish. I had an instant date set up for 12/4. That same morning I received a phone call stating that I no longer qualified for the promotion that I attended upon and that I needed to purchase a telephone line in order to hook up internet. This was never explained among signing up for this in the beginning. I was on the phone since 11 am that morning with about 10 different people telling me 10 different stories. They cancelled my install for some reason and then they had to set up again the install. It is now 5 and it is out of the install window and there is still nobody at my house to install. Customer service sucks and is not willing to help.
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Review
#1142020 Review #1142020 is a subjective opinion of poster.
Service
Frontier Communications Deal
Reason of review
Order processing issue

Frontier Communications - TERRIBLE COMPANY

They're going bankrupt. Stock was $9.00 now almost a $1.00. Due to lousy customer service, failing products and very poor communications. I am relieved to be done with these people. They don't care about you the customer because they had a monopoly. Now I can have better cable and Internet speeds for less than half of the Frontier bill. Frontier management has not trained their people in customer service and support. They lied about the Internet speed, they promised it wasn't even close to what we paid for. We were cheated out of our money. DUMP FRONTIER NOW! Before they screw you too!
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Review
#1141804 Review #1141804 is a subjective opinion of poster.
Service
Frontier Communications Customer Care
Reason of review
Poor customer service

Frontier Communications - HORRIBLE COMPANY!!!!!!

I set up a installation date. I was told the tech would be there between 9am-1pm. 12pm comes around I have not heard anything from them. So I call and ask where the tech is at. I advised them I know its not 1 yet but I have not heard anything about when he /she will even be here. Next thing I know they tell me "oh there is a note in here saying the tech is not coming today". I said what do you mean. They said that there are not enough ports in the area to give me service. They do not know when they will have the ports or when I would be able to get service. I had to cancel the service before I even started with them. Then they had the nerve to asked if I would like their benefits. They said you don't need to have service to get out benefits like protection plans on electronics and stuff. Are you freaking kidding me. I have heard bad things about Frontier but WOW that blows my mind. They set up a install date the date comes. They decide they are not going to give me service and planed not to even tell me. Just let it go. This Monopoly BS is ridiculous in rural areas.
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Review
#1141217 Review #1141217 is a subjective opinion of poster.
Service
Frontier Communications Installation
Reason of review
Poor customer service
1.1
Details
For well over a decade I have suffered the abuse of the strangling monopoly Frontier Communications has had on my market.With three voice lines and my business DSL with 6 static IPs I was paying Frontier Communications $450.00 per month. (That's nearly 6 BIG ONES a...
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Review
#1140076 Review #1140076 is a subjective opinion of poster.
Service
Frontier Communications Dsl Internet Service
Cons
  • Quality customer commitment service value choice
Reason of review
Warranty issue
Loss
$4500
Preferred solution
Let the company propose a solution

Frontier Communications - Disgusting Customer Service

1.0
Details
On Wednesday, 11/29/2017, at 9:50 am, we lost all our Frontier Services; phone, cable and internet. I tried to re-boot, nothing happened. I called Frontier; waited on "hold", 7+ minutes, called back, on "hold" 8+ minutes, called back, finally got someone to answer at 10:37 am. After 28+ minutes on the phone, I was told that the outside box was not working, someone would have to come out next Tuesday, 12/5/2017, 6 days from when the service went out. I told the Representative that was totally unacceptable, I work from home and need the internet and telephone. I was told my request would be acccelerated, since I work from home. I called back at 3:18 pm, to check on my request, only to be told that everything that I was told earlier, was not true. My request would not be accelerated due to working from home, the only situation that gets accelerated is for Medical Alerts that are tied to your telephone system. I will have to wait until Tuesday, 12/5/2017. The representative, of course, was sorry that I was given wrong information. I replied that I am used to that when it comes to Frontier. No matter who you talk to, the next person says you were given wrong information. It happened when I took the Frontier Service, that person told me what I would be getting, when my bill came, it was a different story. But, of course, they were sorry that I was given wrong information. Where do they get these people that keep giving "wrong" information? The point is, having to wait 6 days to get our telephone, internet and cable back is totally unacceptable!! I didn't even call Frontier today, because I would receive a third story, from someone who would be so sorry that I had been given wrong information...I can't take it anymore. We are impatiently waiting for someone to come and get us the services we are paying for. Frontier, you should be ashamed!!
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Review
#1140004 Review #1140004 is a subjective opinion of poster.
Service
Frontier Communications Customer Care
Reason of review
Poor customer service
2.0
Details
Once again Frontier lied to me and provided horrible support. Every time I call them they promise to help me and always screw up my billing and services. They are poor untrained customer service and technical support. I really feel sorry for anyone working for the...
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1 comment
Anonymous
#1398501

For well over a decade I have suffered the abuse of the strangling monopoly Frontier Communications has had on my market.With three voice lines and my business DSL with 6 static IPs I was paying Frontier Communications $450.00 per month.

(That's nearly 6 BIG ONES a year!!!)

Business DSL service was promised at 10 Mbps but rarely delivered as much as 2 Mbps. In addition, I was promised 24h hour turn around time in the event my service was down.

For the past TWO years, my service went down at least once a month, and rarely did their techs have it back up and running in less than THREE days, not 24 hours as promised.

In the meantime, because my business depends on reliable internet, I had to spend nearly $2,000 for alternate internet provider resources in an attempt to keep up with my workload!!!

To add insult to injury, it took Frontier Communications well over a month to terminate my services AFTER I made my first request to have my phone numbers ported. GUESS WHAT???

Yes, Frontier Communications had the unmitigated gall to BILL ME for the extra month. (Well you can guess what sort of odds they have that I will EVER pay them for it.) In the meantime, Frontier Communications has turned me over to collections and done everything in their in power to destroy my good credit.

(They made a minor dent, but no matter what, I will NOT capitulate and pay them for their BREACH of contract!!!) I want the first party that files... to pursue action against this firm and its management.I for one will join in the celebration the day this ungrateful company goes under!

Review
#1139561 Review #1139561 is a subjective opinion of poster.
Service
Frontier Communications Fios Bundle
Pros
  • Quality of picture
  • Internet speed
  • Features
Cons
  • Customer service did not care about customer
  • Poor untrained technical service
  • Calls disconnected
Reason of review
Pricing issue
Loss
$50
Preferred solution
Price reduction
Tags
  • The Bill
  • Poor Service Guarantee

Frontier Communications - No refund of last month unused service paid

1.3
Details
I cancelled my service with Frontier 7 days into my service period. They charged my checking account 3 weeks later for the whole month. When I called to request a refund for the 3 weeks of service I did not get, I was first told to expect a check in the mail with the refund. Two-three weeks passed and no refund. Actually, I received notice of an additional charge of $100. When I called to find out why I was charged extra $100, they said it was a mistake and corrected it. However, when I asked about my original refund check, they said I was not getting any refunds because their policy is not to refund the last month payment regardless of how many days of service they actually provided. This is a sham and I am planning to complaint vigorously!
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Review
#1138797 Review #1138797 is a subjective opinion of poster.
Product
Frontier Communications Account
Cons
  • Very bad customer service
  • Agents need verbiage to explain issues providing service
Reason of review
Return, Exchange or Cancellation Policy
Loss
$140
Preferred solution
Full refund
On Nov 28, 2017, I had an appt for a technician to come out and bring in a new HD box. *He was LATE; he was given a 4 hour window and did NOT show up during that time. *He expected ME to connect the cable wire to my TV. I told him this was HIS job. *After TV was set...
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1 comment
Anonymous
#1398370

This is the worst cable company around. I have took off work 3 days expecting them to come and they still haven't showed up. Worthless company wish we had another company in the West Virginia area.

Review
#1138671 Review #1138671 is a subjective opinion of poster.
Service
Frontier Communications Technical Support
Reason of review
Bad quality
Preferred solution
Let the company propose a solution