Anonymous
map-marker Santa Fe Springs, California

Worst service I've EVER experience

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I'm fed up with Frontier and their services, i haven't had cable for over a year and they won't refund me anything. They also schedule technicians to come to my house and they don't call or don't show up. When i call frontier (which takes hours) and discuss my issues they refuse to issue any credit back. Dealing with Frontier has been a nightmare to say the least. I've never in my life dealt with customer service so bad and having to waste hours at a time calling in and debating/arguing with new people over cold calls. I highly recommend to anyone looking for a solid service to avoid Frontier like the plague.
View full review
Loss:
$15000
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Frontier is the worst of the worst

I've been dealing with these baboons for months now trying to get my internet service to what they claim to deliver. I am currently getting .6 MBPS at best provided that my modem stays working. After about 15 phone calls and 3 visits from service techs I have decided to only pay them half of my internet bill being that they only provide half of my service. I have never been jerked around so much in my life by any major corporation as much as this. The techs even stated the the company doesn't want to upgrade their equipment so there was nothing that they could do. If I had an alternate option I would tell Frontier to pound salt. The latest issue was that someone hit the phone box across the street from my house and I informed them that it was smashed and needed to be replaced. The answer I got was " Do you have any problems with your phone?" So lets wait until the wires get corroded and my phone doesn't work before you come to replace the box! BTW my neighbors phone line was ripped off the pole but hasn't been there so they told me he has to call them. I told the that the phone line was laying on the ground for 3 weeks. Never in my life have I ever dealt with such total incompetence by so many people in the same company. I wish I had another option for internet service but unfortunately they have a choke hold on us out here and they know. This company is a disgrace and I wish some attorney would start a class action law suit against them for breach of contract with tens of thousands of customers. Maybe that would light a fire under them to upgrade their antique equipment. Frontier is by far the worst of the worst !!
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Reason of review:
Poor customer service
Anonymous

Frontier Communications - Internet Service Review

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Totally unreliable internet service since Frontier took over Two weeks after the service tech supposedly resolved issue, again no internet service, second tech supposedly resolved issue, thirty minutes after tech left no internet service. Finally convinced tech department to send me new modem, rep said they would expedite shipment of modem, told me to call next day for tracking number, called next day second rep couldn't find the order said they would expedite again, overnight delivery, called later in day to get tracking number, was told by third rep that they do not over night modems, asked if I could get a service tech out with a new modem was told it would be 17 days before a service tech could come out, it's as though they were practically begging me to discontinue my service, absolutely horrid horrid service on all levels
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Reason of review:
Bad quality
Anonymous

The WORST service ever!

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Frontier Communications - The WORST service ever!

They charge you for a speed you never get and customer service sucks. They supposedly create trouble tickets that are never found an you stay at home waiting for a person that never shows up.

They keep passing you from one department to another and you have to repeat the story over and over and no one can fix the problem. STICK WITH BRIGHTHOUSE!!!

at least their customer service is better and they charge you for what you are getting. I'm paying for 150 mps speed and as you can see in the attached pic that is what I'm getting.

View full review
Loss:
$150
Cons:
  • Dsl service
  • Repeatedly transfer me back and forth between depts
  • Inability to resolve the problem
Reason of review:
Bad quality

Preferred solution: Deliver product or service ordered

1 comment
FrontierCommunications

Hello. I am sorry to hear about the Internet issues you have been experiencing.

We are here to help you.

Please send us an email to AskFrontier@ftr.com with the subject ATTN: Tim/Krystle so my team can assist with a resolution. -Krystle

Anonymous

Frontier Communications - Dvr Tv Service Review

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Slow internet response. Tv pics often stop with no sound, & if you change to another channel and back again, it starts up but you lost the missed parts. DVR is very very slow and will only hold the last episode of a tv series instead of several past episodes. If you're DVRing a show and the previous programruns overtime, then you lose the end of your program because programs are only time recorded.
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Reason of review:
Bad quality
Anonymous
map-marker Allen, Texas

I miss Fios

Had fios for two years before Frontier , BEST CUSTOMER SERVICE EVER- once Frontier took charge and my contract ended my bill went up by $50- called to see if I could get locked to a cheaper rate- works customer service ever, the CS individual didn't care to help one bit. was so frustrated and cancelled my service (in luck- Time Warner sales rep came knocking at my door that same day) offered me a better deal and was far more pleasant than the frontier rep. Also offered to waive my activation fee. I have less channels with TWC but grateful I don't have to support a cable company like Frontier-- company should be sold back to Verizon
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous

Frontier Communications - Customer Care Review

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Frontier Communications - Customer Care Review
Frontier has the worst customer service ever. I mean if you buy out a company beat their standards of customer care. Dont make your new clients wish for their return.
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Reason of review:
Poor customer service
1 comment
FrontierCommunications

Hello. I am sorry to hear about your experience with our customer service.

We are here to help you with any issues you may be experiencing.

If you are need any assistance, please send us an email to AskFrontier@ftr.com with the subject ATTN: Tim/Krystle so my team can assist you. -Krystle

Anonymous

Monthly Billing Disputes

Every month that we call to dispute billing charges, and each rep has had a different approach to resolving this and the same pattern continues, and sometimes shows even more than the disputed charges - so much that the credit card company sends us an alert. Last call was on March 2, and the customer rep said that what previous reps were doing was wrong - just giving us credit for that month but never fixing what type of products we were subscribed to.

She even sent an email to summarize the "corrected version" which now shows 137.89$ plus taxes and any other applicable fees.

But then, our latest bills on 3/24/17 shows $299.74 and $210.33 ------------- March 2 resolution: 137.89$ plus taxes and any other applicable fees. -------------- Previous Balance 229.92 Payments Received Thru 3/23/17 -176.74 Other Charges & Credits -53.18 Balance Forward .00 New Charges 210.33 Billing Date 3/27/17 New Charges Due Date 4/20/17 TOTAL AMOUNT DUE $210.33 HOW DOES THAT MAKE SENSE TO THEIR ACCOUNTING AND BILLING DEPARTMENTS????

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Reason of review:
Problems with payment
Anonymous

FRONTIER IS A VERY CHEAP COMPANY

I was a Frontier costumer until 2 days ago. Here is my story : I accepted to receive Frontier internet and cable services only because Frontier CLEARLY offered me a $300 amazon gift card. Since I haven't received the gift card following 2 months, I have made 2 calls to Frontier. In the first one, I was told to wait 3 billing cycle. After waiting 2 more months, I was told I am not eligible for the gift card. I used the live chat system but they offered $50 gift card. I canceled everything with Frontier. My suggestion is "don't work with them." You're a costumer until you sign a contract with them. After that, you don't have any value. FRONTIER IS A VERY CHEAP COMPANY.
View full review
Loss:
$300
Reason of review:
Not as described/ advertised

Preferred solution: Full refund

Chealsea Ket

Frontier Communications - Dsl Internet Service Review

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Once Frontier took over Verizon on April 1, 2017, we had nothing but problems. We could not connect wirelessly to internet, streaming became non existent, could not get internet at 75/75 (the speed we changed to just one week before, the switch). We had Verizon before April 1, 2016 and never had any issues, with any speed or connections. I waited for about two weeks before I started calling for assistance. I was yelled at, told that I was not getting the same service (because it is not offered) told that I could not be helped, hung up on several times, because they could not find me in the system, advised to just pay or I would be disconnected, lied to, connected to supervisors( that were phone trees that required a password to access, thus never getting a supervisor), had technicians scheduled to come to my home when I was not home..... and so much more. I tried to reach out to Frontier via email and was alas used that it would take some time, but the president of Frontier would make sure all issues would be addressed. From April until July, I spent over 72 hours on the phone trying to get resolution. Still getting spotty service and the assistance I got was a payment plan for 12 months to pay my billing from April to July and also my current billing, so as not to be sent to credit and be disconnected. This company has no bitten off way more than they can chew. Nearly all of my neighbors either switched to a worse service or just use unlimited data from their phones. Frontier's frontline of CSRs are rude and have no empathy with a customer situation. I was advised that I would not have to pay for April to July, but of course that was a lie and they cannot find the recorded call, conveniently). I do a lot of work for two cities, one of which is Temecula, and I am an advocate for the underdog, but on this case it was me and because Frontier is a bully and full of lies, I have no choice. I have a sign on my car that says Frontier Communications is not worthy of anyone's business and I clearly tell all of the new residents moving into the area to not use them. Many of my neighbors are still having issues. Once I'm done paying this bogus bill off, I'm done with them. I work in customer service, in a call center, I deal with some really messed up accounts (but, I always rectify the situation and explain what is being done for the customer, I follow-up). If I had treated any of my customers, as I was treated I would have either been written up or fired. Terribly troubling to think that a company with such a great opportunity, just throws people to curb and moves on. Eventually they will see that customer service is still number one and loyalty goes both ways.
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Reason of review:
Bad quality
1 comment
FrontierCommunications

Hello. I am sorry to hear about the experience you have had with the transition.

We are happy to help you resolve any issues you may have.

Please send us an email to AskFrontier@ftr.com with the subject ATTN: Tim/Krystle so my team can assist. -Krystle

Anonymous

Frontier Communications - Internet Installation Review

We ordered service. Was to be here 2 weeks to install. Did not show. Called. Got the run around. Was told it would be another 2 weeks to come out. Waiting 4 weeks sucks. Already paid deposit so on the hook. Tired of waiting.
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Reason of review:
Order processing issue
1 comment
FrontierCommunications

Hello. I am very sorry for the long wait for your installation.

We are here to help and can certainly take a closer look into what is going on.

Please send us an email to AskFrontier@ftr.com with the subject Pissed Consumer so my team can assist you with a resolution. -Krissy

Anonymous
map-marker Gresham, Oregon

Not providing what I am paying for!

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Discovered my internet speed is 20MBS, I am paying for 50MBS. Called two days ago and attempted the usual troubleshoot over the phone. didn't work and was told a service rep. would be here today. sat around all day. finally called back around 3 pm to get status. the person i talked to said she could not find my trouble ticket number. she said she would put me on hold and research the issue. she found the ticket and told me the rep. would be here at 5 pm. it is now 6 pm. and no rep. It seems they just blew me off. I thought concast was bad! looks like i will be going back to them. at least they dont ignore you.
View full review
Loss:
$900000
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Anonymous

Frontier Communications - Customer Care Review

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Going on Day 5 of Frontier Communications trying to hook up internet, and they still don't know what they are doing!!! We've have been on the phone now for 4 days, at least 4 hours each time, they have sent four different techs out and Internet still doesn't work. Cmon people get it together! We are in San Dimas,ca a well established neighborhood it's not that difficult!! Also you might want to train your supervisors to me a little more friendly and helpful and not just say oh well we'll get it hooked up when we can. Especially since we're going on day five now of the original install date!
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Reason of review:
Poor customer service
Anonymous
map-marker Tampa, Florida

Frontier Fios TV and Internet Review

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I 100% agree with this review. Every time I call in, I am bounced from one department to the next only to be told I need to go back to where I started. We called in to review our bill and the person we spoke with said he could lower it and our next payemnt would be $30 due to credits applied and the reoccurring monthly fee would be $120.00. We then received a bill for $197 followed by a bill for $426. After spending 2 hours and 17 minutes being bounced from dept to dept, I was able to get the bill down to, and I quote, "$140ish". The $426 has been reduced to $306 but that is still 10 times the $30 we were told it would be. Avoid this company at all costs!
View full review
Loss:
$500
Reason of review:
Multiple issues with customer service and pricing.

Preferred solution: Full refund

1 comment
Guest

Frontier is very shaky to begin with, and their falling stock and customer RUNNING AS FAST AS POSSIBLE to other companies is fact, not fiction. The customer defection rate is massive and will continue until they get taken over or just removed and someone with a bit more capabilities can rescue any of the people out there.

Anonymous

Frontier Communications - Fios Dvr Tv Service Review

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I never had a problem with my Verizon FiOS TV and Network equipment or billing. Since Frontier bought the network and I was forced to accept them because there is no other choice for my area, I have had NUMEROUS issues. They have the absolute WORST customer care. Your average hold time for a billing issue will be 20 to 45 minutes, (I have experienced this EVERY TIME I HAVE CALLED ABOUT MY BILL, a total of 17 times since May 20, 2016 & Dec 27, 2016). My bill went from $189 a month in April to $322 a month. Each time I call I get a different story. The most obnoxious was when I called in November and the agent talked to me like I was an ***, and told me that I just didn't know how to read a billing statement. When paid my bill on the phone with an agent in September, I owed $922 for 3 months, Aug, Sept and for the upcoming month of Oct. He reassured me that this would give me a zero balance with my next payment due by Nov. 1, 2016 for the month of November. I received a disconnection notice on Nov 5 stating a past due balance of $832. WTF? The agent condesendingly told me that the bill was for Oct, Nov and Dec of 2016. If I didn't need an internet connection for my work, I would happily get rid Frontier!!! If you have a choice in providers, choose ANYONE ELSE OVER FRONTIER!!!
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Reason of review:
Problems with payment
1 comment
FrontierCommunications

Good afternoon,

I'd like to have my team investigate these billing discrepancies and see what's going on. Can you send an email to askfrontier@ftr.com with the subject of ATTN Tim/Krystle/Jeigh so we can take a look right away.

~Tim

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