Frontier Communications Customer Service Issues

It has been frustrating dealing with Frontier's television and internet services. This evening, I encountered issues where my bedroom TV displayed a blackout message for channel 13 while it was working fine in the family room. Furthermore, my internet service was down. Upon calling customer service, I was informed that both my set-top box and internet box were considered invalid, even though they were previously registered when I had Verizon before Frontier acquired them. Despite paying my bills punctually, I continually face these service disruptions. Resetting the set-top box took over 30 minutes, and while the representative was troubleshooting the internet problem, I got disconnected. This recurring poor service should not be something a 72-year-old like me has to endure. I hope Frontier can address these issues promptly. Thank you.

About a month ago, a severe storm hit our area, causing issues with our Frontier internet service. The storm resulted in slower speeds and service interruptions. Our speed test showed erratic readings ranging from the 30s to [redacted]. I reached out to Frontier for assistance, and they sent a technician who visited us twice. During the second visit, the technician replaced our router. Frontier's support team remotely accessed the new router and maximized its speed. They suspected a faulty connection from the nearest substation to our house. Despite these efforts, subsequent service calls have been challenging. Two scheduled service appointments were missed because of communication issues. Even after the technician attempted to troubleshoot over the phone, our internet remains intermittent with download speeds fluctuating between 3mbps and 7mbps instead of the expected 12mbps. After waiting all day on Friday and Saturday for a technician who didn't arrive, we were informed that the next available appointment is on Wednesday.

I have been struggling with resolving my Internet issues for weeks now, but unfortunately, I have yet to receive a satisfactory resolution. The Internet repeatedly disconnects after being connected for a few minutes. Despite multiple visits from a technician and numerous calls to customer support, the problem remains unresolved. This ongoing issue has left me feeling extremely frustrated as the internet is of little use to me in its current state. My account number is [redacted] and you can reach me at [redacted].

In September [redacted], I received an email about opening an online account. I created a web account but did not receive my paper bill in October [redacted]. After contacting customer service multiple times, I have not received the promised paper bills for October, November, and December [redacted]. I have spoken to a supervisor, Omar, who stated it might take up to five months to resume paper billing, which I find unacceptable. I expect all late fees to be waived, and I will withhold payment until I receive my paper bill. My account number is [redacted], located at [redacted] New Hope Loop, Lenore, Idaho [redacted]. If this issue is not resolved promptly, I will escalate my complaint to the Better Business Bureau and the Idaho state utilities commission. I insist on having my paper bill reinstated before resuming payments.

I had an installation scheduled for Tuesday, December 17, [redacted], between 1 to 5 pm. Unfortunately, no one showed up. I called at 2:30 pm Central Time (Texas) to inquire about order FT[redacted]1. I was informed that the installation was canceled due to assigning the job to an unqualified installer for high-speed internet. They rescheduled it for Friday, December 20, [redacted], between 1 to 5 pm. Today, when I called to confirm, I was told that the order had been canceled with no new appointment in place. I am disappointed with this level of incompetence. I am requesting a call back for compensation for the inconvenience caused and a new installation appointment set up promptly. Please contact me at Camilla Holley [redacted].

Hello, My name is Natalie Goodchild, and I used to reside at [redacted] Holly Ln., Apt. 1 in Huntington Beach, CA [redacted]. Due to unexpected circumstances, I had to move to a new apartment that does not have Frontier services. I canceled my Frontier account, but I was charged the monthly fee on December 17th, despite canceling on December 18th. It doesn't seem fair to be charged for the service I didn't use. At 72 years old, raising my grandson, every penny matters to me. I believe the customer service representative should have informed me about the disconnect dates. New Address: [redacted] Pinecreek Dr D [redacted] Costa Mesa, CA [redacted] Thank you, Natalie Goodchild

My parents' phone, [redacted], has been down since Thursday. My dad has medical concerns and not having a working phone is troubling if he needs to call [redacted]. There is no cell coverage on their road, adding to the urgency. I am frustrated at the delay in fixing the issue and the difficulty reaching a human when contacting Frontier. This situation has occurred too frequently, and I am considering switching to a different phone service. It's frustrating to be constantly informed by a computer about outages in the area.

One of the business lines on my rotary phone system has been out of service for several days, affecting my ability to receive customer calls. Despite reporting the issue on Thursday and being promised a repair on Friday, no one showed up. After calling again, a new repair number was given and a promise to send someone on Monday was made, but this did not happen. The option to close down the faulty line to allow the other lines to work temporarily was not implemented. This situation has caused a significant negative impact on my business with a 50% loss in customer communication. The lack of urgency and poor communication from Frontier in resolving this issue is distressing given the impact it has on my livelihood.

On 12/1, my account balance was automatically charged, but it is currently in dispute. I was charged a service fee to reinstate our phone service, although we only kept internet service during the summer months when we were away. We have been customers for over 16 years. Despite being told adding back the phone would increase my bill by about $10, the bill included an in-home installation service fee higher than expected. My autopay deducted $[redacted], triggering my dispute on the 1st of December. After visiting the local office, they acknowledged my issue but it still remains in dispute. I decided to cancel the phone service, which was initially supposed to cost around $10 more. Unfortunately, I have not received any communication or assistance, nor have I been credited for the service fee.

Frontier did not update my mother's new bank account for automatic payments as promised. This has led to a $35 return check fee, and the account change has not been completed. I have spent hours today trying to resolve this issue without success. The chat line did not connect me to anyone after 45 minutes, and the call back service indicated an error on Frontier's end. The phone numbers provided only led me in circles without connecting me to a customer service representative. My mother's phone number is [redacted].

I have been struggling to address an issue with our Frontier account from the beginning up to the point where we terminated the service. I ended up having to pay $[redacted] to a collection agency due to a collection account, which negatively impacted my credit report all because of an error when the service started and the number was not ported over until a week later. This mistake caused us to be charged $[redacted] for just one week of service instead of the service continuing, at an amount well above the promotional rate for a month of service. It was unjust as it was not our error that the number wasn't ported accurately. Despite no resolution or refund on this issue, we opted to switch services and were promised that the early termination fee would be waived, yet yesterday $[redacted] was debited from my account. At this point, I am at a loss of around $[redacted] and have only encountered lengthy wait times and assurances of a resolution. I am requesting a refund instead of further deductions from my account; kindly address this matter promptly before it escalates. My name is Akemi B., account number [redacted], residing at [redacted] Via Palermo, Menifee, CA [redacted]. You can reach me at [redacted]. I am looking for a swift resolution without additional delays, thank you.

As a loyal Lifeline customer, I am feeling frustrated by the need to increase my internet speed, which results in a higher cost. As one of your more financially challenged customers, this seems unfair. On January 1st at 1:48 PM, I reached out to Frontier and spoke with Lori Beth regarding my concerns. Lori Beth assured me that she could maintain my price at $50 before taxes and waive the new installation fee. I was relieved by her commitment, as it prevented me from switching to Comcast. Today, I have a scheduled appointment between 1 and 5 for a technician visit. Upon confirming the readiness with a Frontier agent, I was dismayed to be told that there is no way to reach Lori Beth. The agent even suggested that Lori Beth misled me about waiving the fee. This situation is not of my making. If there was a miscommunication or promise not upheld, I need Frontier to address this immediately so I can decide whether to proceed with the technician visit or explore other options. I trust Frontier will uphold Lori Beth's assurances.

I contacted customer service about my January Frontier bill on January 23, [redacted], at 4:00 PM. I spoke with Emma about incorrect late charges. Emma put me on hold at 4:25 PM to consult with her supervisor, but did not disclose the supervisor's name. It is now 5:52 PM, and I have been on hold for over an hour and a half without any update. I am concerned that Emma may have abandoned the call without returning. Frontier added two late charges to my bill in error. I am disappointed with the lack of resolution and communication. I am requesting a callback from the billing department to remove both late charges as promised by the previous supervisor. The issue remains unresolved, and I would like prompt attention to this matter. Thank you.

I placed an order for internet service at my home at [redacted] Huntington Rd, 3rd floor, Bridgeport, Connecticut. The customer service representative confirmed the installation for Thursday, January 30, [redacted], to which I agreed. I returned my Optimum cable box today to prepare for the installation. However, when I called Frontier customer service at 5:15 pm to inquire about the technician's arrival, I was informed that there was no scheduled installation date. Despite being told by a representative previously that the installation would occur on Thursday between 2-6 pm, I was now told I would have to wait until Monday for the service. This delay has caused me great inconvenience, and I am disappointed with Frontier's service. I will now seek out another company with more reliable customer service. My new order number is CT[redacted]9, and I am frustrated with this situation. I may have to consider canceling my order if this issue is not resolved promptly.

In January [redacted], a technician visited my home to address a connection problem. As a result, my service was altered, leading to an increase in my monthly bill amount and the addition of a cancellation fee. Although Frontier resolved the fee issue, they have not reverted me to my initial contract. Due to continuous bill increases, despite payment, my internet service has been disconnected. Despite numerous attempts to resolve the matter, a resolution has not been reached. I possess a copy of my original plan that I can provide via email if necessary.

I need my account number. Since I got the phone hooked up, it was $9.99 a month. My bill has been different every month for the last four months. I had to call to pay, and now they sent an email saying the bill is $[redacted].72. What? My account number is the same as when I just had internet. I now have both phone and internet services. The account number should have my phone number first. I am unable to pay the bill without an account number, only a phone number. I need to be able to view my bill and pay it. They waived all additional charges. Please, someone, fix this. It has been four months of constant calls. This is not my account. I need to cancel the phone service that started at $9.99 a month and now costs significantly more. The representative I spoke to said I was not informed and waived all fees. There is no account number!

My landline phone is not working after a recent snowfall, despite having power. I submitted a repair request three days ago. Someone was scheduled to arrive at 5:00 pm on 2/8/[redacted], but it's almost 5:30 pm, and no one has arrived or contacted me. I understand there could be delays, but I must leave by 6:30 pm. As it's getting dark, I will be checking my email for further instructions. Donald A Spisak PIN# [redacted].

I am aware of a law that was passed to help with unwanted phone calls, and we have a blocker in place. Unfortunately, a person named Stephanie Smith called us at 1:00 am from the number [redacted]. I contacted her the next day to inform her that she woke us up, but her voicemail was not set up yet. We continue to receive calls at various times from different numbers regarding home design, etc. It has become disruptive. I am wondering what measures Frontier is taking to address this issue.

During a wind storm on Friday, the wiring to my home was stretched. I reported the issue, and on Saturday, a technician came out and assessed the wire, determining it was old and needed replacement. Unfortunately, instead of leaving the wire in place, it was removed, leaving me without phone or internet service. I reported this and was initially told it would be repaired on Saturday, then later informed it would be Monday. I expressed concerns about potential medical emergencies for the resident. The issue was finally fixed on Monday in less than 30 minutes. I am requesting compensation for the days without service as well as the stress caused by the customer service representatives on Saturday.

I am Linda Sanchez, and my account number is [redacted]. A technician visited on February 6th but could not establish an internet connection. Another technician came on February 11th and successfully set up the service. I initially requested service on January 24th but did not have connectivity until now. I received bills for these dates and was assured that I would be credited for the period without service. I have followed up multiple times but the credit is not reflected on my account. Additionally, I received a modem that was not used as the first technician brought a different one. I need instructions on how to return the unused modem. My contact number is [redacted].