Frontier Communications

I cancelled my internet service with Frontier by phone on August 1, because I found a consolidated internet and satellite TV service. However, since I was unable to provide them with a pin that I created more than four years ago and never use, they would not cancel it and, therefore, are charging me for a service not provided.

They informed me that I have to wait until I receive a pin from them in the mail to cancel. They could have verified my account in numerous ways but chose not to. It has been 8 days as of today, and there is no mail from them. When I finally receive the pin via mail and call in, I want them to adjust my bill and refund me for the 16 days during this cycle that I have not used their service.

I know it is not a lot, but it is the principle of the matter, that they punish you for not remembering a pin and then try to keep the adjustment they owe you.

Big monopolies and their rules! It stinks!

The text, once corrected, reads:

New to the area, we initially had Spectrum and, after reading reviews and Reddit, we decided to try Frontier over Spectrum. It was an awful mistake.

They first had to come out and install the fiber to my home, which killed a large chunk of my grass, but we were still hopeful. For the first few days, everything was great and then the service started to go downhill. I have a 1300sq ft home, one story, and my master room is the last room in the house. Just using the bare minimum with internet, our Netflix constantly buffered, completely shutting off for us to try and reconnect.

We tried multiple times to reset, thinking it was a fluke, but time and time again we would get a range of 20-60mbps... we purchased a 1GIG plan! I even went to get the all-home wifi which cost an additional $10 a month, adding 2 EERO devices in 2 of the 3 rooms. It helped a bit but was nowhere near what we expected and the TV constantly disconnected and buffered.

Spectrum happened to call so I said, what's the harm in trying? After a week and a half of having both, Spectrum blows Frontier out of the water, no additional wifi extender required. I often conducted speed tests at different hours of the day. It was not a fluke, Frontier sucked.

I called to cancel Frontier and the retention guy said he could get a tech out and promised a deal so I was thinking, what can go wrong, let's try it. I got transferred to tech and instead of sending a tech out, she's telling me I have too many devices in my living room EERO and I should spread them out. As a customer, I shouldn't worry about spreading out my devices, it should just work. Mind you, the devices are ALEXAs, nothing extravagant.

I got frustrated and asked just to cancel, which I got hung up on. When I called back, they said I could cancel and I would be charged an installation fee of $100. When initially it was free, when I set up the service. No one said there would be a fee of that sort and I talked to the manager at retention, Tina, who was super rude and said I was no longer a customer anyway.

I kept trying to tell her that I've tried multiple times to make Frontier work and it is not. Also, no one is aligned on their terms and contract. She said I should have read the fine print. But one rep said if I had it for 12 months, I wouldn't be charged, Tina said 3 months and there was a lot of back and forth.

Long story short, stay away from Frontier. It was not worth the hassle and the customer service is awful.

For the fourth time, the incompetent tech shut off my service to install a new one for someone else because he was too lazy to run a new cable. So, he simply unplugged my cable from the outside box and plugged in the new service cable.

This is the fourth instance of this happening. The unfortunate aspect of this situation is that the last tech, who fixed this issue previously, wrote on both the inside and outside of the box, advising future techs not to do this and to run a new cable from the street box instead. However, they didn't take note. I have prepaid for two months in advance.

Once that period ends, I'm planning to take my business to Spectrum, because it takes Frontier a week to dispatch a tech to the home to fix an issue. On the contrary, Spectrum techs arrive almost immediately.

If you're considering getting Frontier, I'd advise against it! They do not treat their customers well.

I didn't have internet service and after two weeks, numerous calls, long waits, and repeating myself, I decided to cancel my service. They gave me a hard time about cancelling.

Now they are sending me to collections because I was approved for three months for the ACP program and it ended this year. I paid full price for my internet service. Then I lost my internet service for two weeks. I called Frontier to let them know my service was cancelled and I was told that they sent me to collections, because they had temporarily waived my bill when I was on the ACP government program.

But now they are charging me $161.00 and told me that I better pay them! I told the representative I was on automatic payment and asked why I was never made aware of the balance? She said because you were on the ACP program, so we waived fees but put the fees back after the program ended. You owe $161.00 and if you don't pay, we will send you to collections!

I think Frontier is double-dipping, got paid from the government for the people who were on the ACP program and they are also wanting to get paid from the customers for the same timeframe.

This is ridiculous! Their call center is in Asia and it's terrible when you can't understand what they are trying to say, and they refuse to transfer my call to a manager or to the United States!

For 1, do not scam people; I called you guys over six months ago. I asked y'all to pick up your equipment, and instead of sending somebody out to pick it up as you guys said you would.

Y'all put a three hundred dollar Charge on my credit report. I'm glad I chose to go with someone else because y'all are a horrible company. And I want that off my credit report, I still have your equipment. You need to send someone to pick it up or tell me where to take it.

Thanks for trying to ruin somebody's credit. I wanted it turned off when I left the residence I was staying at. You All suggested I freeze it, and then when I get settled.

I could unfreeze it. But somehow it got unfroze without my knowledge, and now I owe a bill for 160 something Dollars plus the three hundred dollars on top of that I will never use frontier again ever

We are experiencing a service outage that has been going on for three weeks now. The state where I live does not regulate the telecommunications industry so this is what happens when a utility company is allowed to self regulate.

Once an outage has been associated with your phone number if you call you receive a message that they are working on your outage, a lie, and they have no further information. Their system eliminates all further prompts no you cant even talk with someone in their call center in the Philippines.

Absolutely horrible customer care and service. Sadly, because I live in a rural area there are no alternatives.

Let me preface this message my saying I don't know the terminology for all the Frontier equipment I have.

Recently my internet went down and I was told to go out to the box open it and they would tell me what to do. I am 82 years old and have been with Frontier forever, even though my neighbors tell me to go with Spectrum.

I went out to the box and couldn't open it. I was told that it as very easy. I called a neighbor and he came over and followed the instruction given on the line with the rep. My neighbor had to go home and get the right tools.

He is very technical . I watched him take out part of what was there and put them back.. When he finished he said there is no way you could have done this. He laughed and said they know it's not that easy for the layperson..

Then two weeks ago it went down again and the next rep tried to get me to go out and work with the outside box. I told them I couldn't do that and my neighbor was on vacation. The rep. scheduled and appointment and he said I may have to pay for this service.

The repair guy came out. He worked for a long time and finally told be I had a FAULTY box ( i don't know the proper name) and he had to replace it. He also said this problem happening a lot. The people on the phone who are suppose to help you should know this.

I was told by the rep.

while al this was happening that I should order the "Whole Home Wifi" for

$10 dollars monthly. I asked if it was difficult to install because I am not technical . She said it was so easy. I just had to plug something into my router - one step ( she selling while I don't have internet).

I received the device. tried to follow the directions and realized I had been once again give poor information. I called and got a rep. who seemed just as confused as I was.

She told me she would do a video call with me so she could see all the equipment. She kept having to put me hold so she could, I guess, get more information. I was on the phone for at least 30 minutes. Them somehow the call was terminated, but I wasn't worried because I knew she had my phone number, we discussed this in the beginning of the call.

I waiting by the phone for 30 minutes and never received a call or message - once again terrible customer service.

I want a call from some one who can address this or I am cancelling my Frontier service.

My number is 562-889-****. Erin Bello