Frontier Communications Customer Service Issues

I received my first bill and it is $[redacted].09 higher than the amount I was quoted. When I tried to call about this issue, I was repeatedly put on hold. I did not agree to pay $[redacted].09 for the service installation, so I'm seeking assistance to rectify this billing discrepancy. I am disappointed with the customer service experience and would like to discuss disconnecting the service without penalty. I feel let down that the contract terms were not upheld. I hope to resolve this promptly. Thank you for your help. - Haydee A.

I contacted DirecTV to cancel the service at my ex-husband's house. Despite being a user on the account, it was in his name. During the nearly hour-long call, they assured me that I would receive a Visa card credit under my name and instructions via email on returning the equipment. Unfortunately, the return instructions were emailed to my ex and the Visa card was addressed to him as well. To add to the confusion, the installer called my ex about setting up a new service in California where I reside, not where my ex lives in Washington State. Frustrated by the mix-up, my new service order was canceled, causing further delays. This situation shouldn't be so complicated!

I have been facing slow and dropped internet connection issues while streaming shows. To address this, I have been conducting speed tests whenever the TV freezes or loses sound. Our download speeds have consistently maxed out at 15 Mbps since November [redacted], and recently dropped to 6 Mbps. Upon contacting Support, it was discovered that despite paying for 30 Mbps, our account was set at 15 Mbps. I believe I should receive a credit for the months of overpaying for a service we did not receive, as the continual interruptions in viewing were frustrating, requiring us to exit and restart the app multiple times per episode. If further information is needed, please reach out to me at [redacted]. Thank you, Deena D.

I have noticed a decline in the internet service quality in rural areas, specifically in Point, Texas, over the past month. The connection speed has significantly decreased, and upon speaking with a technician, I was informed that it is due to an overload condition and insufficient capacity to accommodate all customers. Although I signed up for a 3 to 5 Mbps service, I am currently only receiving about [redacted] Kbps. While there are other wireless service providers available, I prefer to remain a loyal customer to Frontier. However, the primary aspect you provide is customer service, and after being a part of the Bell System for 35 years, I must say that the current service quality is unacceptable. My associated service number is [redacted], and I can be contacted on my cell at [redacted]. I would appreciate it if you could provide an update on when this issue will be resolved. Thank you, J. Pickens

I am experiencing significant static on my phone line, making it hard to hear and communicate. I contacted Frontier on Monday, 5/21, and was advised to unplug my phone to reset it, but this did not resolve the issue. I initially noticed the problem on Friday, May 18, when a message was left with static on the line. I decided to wait until Monday, 5/21, to report it and was given a ticket repair number of [redacted]-[redacted]-[redacted]. Today, 5/22, when I inquired about the status, I was informed that the repair would not be completed until June 6, which is unacceptable given that the phone line has worsened since. A representative named Daniel said he would try to expedite the repair. Waiting until June 6 is unreasonable, especially as seniors needing a functional phone for medical appointments and doctor calls. Frontier should improve their service and response time. Best regards, R and N Ezolt

Account Number: [redacted] PIN: [redacted] I appreciate the pleasant demeanor of Frontier's employees, although I am disappointed by the lack of empowerment to make reasonable decisions. Today, I reached out to Frontier chat due to my deteriorating internet service. Despite paying $44.95 per month for a 75/75 speed package, I was only receiving 31/15. Learning that new customers were offered a [redacted]/[redacted] package for $40, I inquired about switching but was told it wasn't an option for existing loyal customers. This led me to consider canceling my service to qualify for the new customer offer. I value loyalty but also require reliable service. It's a frustrating situation. I hope someone from Frontier can address this matter. Thank you for your attention. Regards, Jim

I am still experiencing issues with Frontier services at 6 Eustis Ave in Danbury, CT. Four other residents on the street are also affected. The cable has been severed and poses a safety risk, especially for seniors with medical needs. Recently, emergency services encountered difficulties due to low wires hindering access. Despite two previous visits from service techs, the problem was misdiagnosed. We were informed about a delay in receiving necessary parts for repairs. This has caused frustration as Comcast in the area seems to have restored services promptly. Several of us are considering switching to Comcast due to the efficiency of their service. I am currently borrowing internet access from a neighbor. Your prompt response addressing these ongoing issues is greatly appreciated. Thank you, Thomas Wall. Account number: [redacted].

Dear Customer Service, I am writing to address a billing issue with my account. As a new customer since December [redacted], I have encountered multiple problems with Frontier regarding installations and charges for services I did not receive or request. Despite scheduling four installation days, no one from Frontier showed up. A technician later delivered a cable card but lacked the knowledge to install it, leaving me to figure it out myself. I am being charged for a set-top box installation that I never had or requested, as I use TiVo services with a Frontier cable card for this purpose. Despite multiple calls to customer service and emails to the "Office of the President," these issues remain unresolved. Additionally, I signed up for Frontier with the promise of a one-year Amazon Prime incentive, which I have yet to receive after seven months. As of June 2nd, [redacted], my billing remains inaccurate, leading to late charges despite my attempts to pay what I estimated to be correct amounts each month. I kindly request corrected billing and the fulfillment of the promised Amazon Prime promotion. Thank you for your attention to this matter. Sincerely, Mary S.

I had service with Frontier while living in Iowa. The poor customer service led me to switch providers as I experienced more days without service than with it. Despite calling the toll-free number multiple times to address the issue, it was never resolved. I explained my Social Security payment schedule, requesting my bills align with it, but they continued to bill me on the 20th, causing service disconnection by the 23rd each month. This disrupted my kids' homeschooling routine. Even after discontinuing the service, there's a $[redacted] balance on my credit report which I'm disputing and seeking removal. Please assist in resolving this matter.

I terminated my Frontier service on May 26th, but my home phone number was not transferred to my new provider. I don't have the account details needed to address this issue promptly. Without our home phone, my wife's doctors cannot reach us with important health updates. This is critical due to my wife's health challenges. I can be reached at [redacted]. The current situation is unacceptable, and I am contemplating reaching out to the FCC and exploring legal actions if this matter is not resolved quickly. My number is [redacted], and I go by Doctor Robert T. Thank you.

This morning, my wife's iPad had trouble connecting to the internet via the Frontier Router/Modem, a recurring issue. I resolved it by power cycling the router. However, a new problem arose as the DSL 1 indicator turned red intermittently, affecting my internet speed. After some time, the indicator turned green, bringing back my normal download speed. The inconsistency is frustrating, especially considering my prompt bill payments. I expect efficient service and immediate solutions from the responsible party. Despite my annoyance, I prefer to stay with Frontier, but the router's reliability concerns me. Your assistance is greatly appreciated in resolving these issues. Thank you, George S., Account # [redacted]-[redacted]-4.

I am experiencing a significant decrease in my internet speed, especially when multiple pages are open. It drops to as low as 50 kbps, which is very frustrating. I believe the recent changes in privacy policies have caused an increase in "overhead data," affecting the upload traffic and rendering my 1.2 mbps almost unusable. When running tests with only the testing site open, the speed is acceptable, but as soon as any other page is open, it drops drastically below 70% and often below 50%. I typically use Firefox but have also tried with a fresh Chrome browser, and the issue persists. I am extremely unhappy with the quality of service; currently, it is not functioning at all. Additionally, I am confused as to why there is censorship of numbers on this platform. It makes it challenging to accurately describe issues without using specific details. This problem remains unresolved, and I would appreciate support in addressing it.

I have been waiting nearly two months for my service to be hooked up. Unfortunately, the technicians never arrive as scheduled, leaving me waiting all day without any progress. As a loyal customer, I believe I deserve better treatment. My account number is [redacted], and the order number is [redacted]23EA. You can find me at [redacted] Enon Church Rd, Summersville, WV [redacted]. I hope this information helps in resolving this issue promptly.

Regarding Account # [redacted]-[redacted]-5 Hello, I have attempted to contact Frontier Communications Customer Service three times after receiving my latest bill. The first two calls resulted in waiting on hold for approximately twenty minutes until I eventually disconnected. During the third call, I timed being on hold for at least 75 minutes before giving up. The repeated automated messages thanking me for my patience while stating representatives were busy were disheartening. It seems countless customers, including myself, experienced lengthy wait times. I contacted Frontier for two reasons. Firstly, my bill has been progressively increasing since May [redacted], from $65.01 to $76.17 on my last invoice. This continuous rise is concerning. Secondly, I receive an overwhelming amount of robocalls on my landline, with an estimated 95% being unwanted. Despite trying to utilize nomorobo as advised by various sources, Frontier mentioned I would need to upgrade my account at an additional cost to enable this feature. The whole situation is quite frustrating. Best, Laurie W. Wall [redacted] Hampton Court Newington, CT [redacted]

I have been trying to have my Frontier Triple Bundle bill negotiated since October [redacted]. I saved chat session copies. In October 20, [redacted], Bryan confirmed a monthly rate of $[redacted].77 with upgraded speed of 75/75. The rate was not honored. In November 16, [redacted], Edward assured me that the new rate with taxes and fees would be $[redacted].41 per month. I have been paying $[redacted].65 for ten months now. Due to illness, I couldn't address this earlier. I request this to be escalated to a supervisor for a refund of the overcharged amount after commitments made by your representatives in October and November. If not resolved, I may need to cancel my service. Thank you.

I have not received a paper bill since October 28, [redacted]. I started calling in March [redacted] and finally received the statement for April 28, [redacted]. Despite multiple calls, customer support confirms I should be getting paper bills, but they never arrive. The post office attributes the issue to Frontier as I have no trouble receiving mail from other companies. I used auto payment, which I cancelled in June hoping paper bills would be sent to me (Jennifer L. Caswell) at [redacted] Palmetto Ave, Lompoc, CA 93[redacted]. Account number [redacted]. I would like Frontier to start sending me paper bills. This month, I am sending a check without a payment stub to the Ohio address. The ongoing 8-month issue needs to be escalated to a manager or director for resolution. The customer support team has not been able to solve the problem no matter how many times I ask for help.

Hello, I am looking to address my outstanding Frontir bill of $[redacted].89. I have received a letter warning of possible actions such as involving a collection agency or affecting my credit report. Though I am no longer a customer, I am willing to make monthly payments of $10 until the total is paid off. My name is Randi Persinger, with a final due date of 07-17-18 and a past due date of 07-06-18. The correspondence, signed by Frontier National Collections Center, includes my account number as [redacted]. I acknowledge my responsibility and commitment to clear the $[redacted].89 debt. I have experienced phone connectivity issues when trying to contact you, so I hope addressing this notice here will suffice. Thank you for your cooperation. Sincerely, Randi M. Persinger 7/13/18.

I am looking for a solution to watch my favorite old movies comfortably on my TV at home. Specifically, I am interested in getting local stations along with TCM and Retroplex without commercials. I would appreciate your assistance in setting this up as my primary concern is being able to enjoy movies at home. I have heard that the average pay-TV bill in [redacted] was around $[redacted].98 per month, and I am hoping to find a competitive offer from Frontier Communications. As Frontier Communications also provides internet services, I would like to inquire about how I can access the Watch TCM service through their platform. Could you please guide me on the process of logging in? Should I use my Frontier Communications username and password or another set of credentials? For further communication, kindly reach out to me via email at [redacted] Thank you for your help in advance.

I spoke to Katie from Frontier's retention center on 7/23/18. She promised to call me back on 7/24/18 at 2 PM central time but never did. Katie was looking into our account after noticing an error where our bill went from $[redacted] to over $[redacted] due to a new phone number issue. She was trying to correct this by adding a $50 monthly credit. I am frustrated as this is not the first time Frontier representatives have failed to follow up. Sherry from customer service also promised to change our phone number but never called back. It's disappointing to have three different representatives promise callbacks and not deliver.

Earlier, I spoke with Ann Marie regarding my internet service payment. She provided me with the amount needed to restore my temporarily suspended services. To pay the $[redacted] something, I offered to use my debit card. Ann Marie guided me on the card details required for the payment. However, I temporarily misplaced my card during our chat. Once I found it and returned to provide the information, our session had ended and Ann Marie was no longer available. I hope to make the payment with your assistance now.