Frontier Communications Customer Service Issues

I am a homeowner in the Estancia community of Wesley Chapel, Florida. I have a buried cable service box near my property line that was improperly installed and is currently 8" above ground level. This box is labeled "Verizon" and needs to be at ground level like the other nearby boxes. I experienced challenging customer service when trying to address this issue. After finally talking to a representative, I was directed to contact Frontier. Can someone assist me with this? The box is unsightly and poses a tripping hazard; it simply needs to be properly reset to ground level. My name is Jim Daley, and I can be reached at [redacted].

I am experiencing issues with four of my cable boxes connected to my TV's under Frontier. The main cable box is functioning correctly, while the others display a "Starting Live TV" message but fail to proceed. Despite rebooting the router and cable boxes, the additional ones remain stuck at this stage. Following a chat session on the website, I obtained ticket #[redacted] with a promise of resolution within 48 hours. However, this lengthy timeline is unsatisfactory considering the problem persists. An email claiming issue resolution was inaccurate. A subsequent phone call was cut off after a 32-minute wait. I am finding it frustrating to be unable to reach a Frontier representative for assistance. Kindly provide a callback to address this matter promptly. Thank you.

I have been a resident at [redacted] Battle Branch Rd., Bryson City NC [redacted] for over 40 years and have had the same telephone number ([redacted]) during that time. The phone bill is automatically deducted from my bank account every month. Recently, after selling my home and moving to [redacted] Ela Heights Rd., Whittier NC [redacted], I requested to transfer my phone number and service to my new address. A technician was scheduled to come on Feb. 19, [redacted], but did not show up. After multiple calls to customer service, I was unable to speak to a supervisor and was asked for a password that I have never set up before. In the past, I have only been asked for the last 4 digits of my Social Security number ([redacted]). As an 86-year-old who is not tech-savvy, I am struggling with a temporary cell phone ([redacted]) that is complicated for me to use. I would greatly appreciate any assistance in getting my service restored at my new address.

There was an outage in my area from December 13, [redacted], to January 8, [redacted]. Despite this, my billing has not been adjusted. I have been trying to rectify this matter without success. On Thursday, February 6, [redacted], Xavier from customer service mentioned a billing adjustment of $[redacted].00 needs approval which may take one billing cycle. He couldn't email me a copy of the ticket due to their policy. I am still waiting for this issue to be resolved promptly.

I've been a Frontier customer for two years, and for the past year, I've been experiencing issues with my internet service. The connection keeps shutting off, and I have to manually reconnect by typing in the router's IP address. Initially, this worked for about a day before disconnecting again. However, in the last week, even after reconnecting, the service only lasts for 20-30 minutes before cutting out. Resetting the router no longer helps. When I tried to downgrade my speed to save money on unreliable service, I was told it's not possible. At this point, I'm frustrated with paying for subpar internet that rarely functions properly. I believe I deserve better service and plan to look for alternatives elsewhere.

Subject: Disruption in Service Dear Frontier, I've been a satisfied customer for five years but encountered an issue today. I work from home, and my service interrupted during a conference call due to a missed payment. Despite updating my credit card information with customer service a month ago, the autopay didn't process. Tech support mentioned a problem with the 'notes' system, leading to confusion about my account. I rely on a smooth connection to do my job and this disruption is frustrating. I simply request a prompt restoration of my services. The payment should have been processed by now and I am hoping for a quick resolution. Thank you, Mike S. Address: [redacted] N V St, Washougal, WA [redacted] Phone: [redacted] (Please ensure the correct number is updated)

In January [redacted], I tried setting up my home wifi with Frontier. Unfortunately, the technician arrived an hour late, went to the wrong location, and had trouble finding wall outlets in my living room. He ended up connecting the wifi router to ports in my bedroom without testing it. After he left and didn't resolve the issue, I called customer service on Monday and eventually decided to cancel my service due to the lack of response. I returned the router to Frontier but am concerned about being charged $[redacted].80 for a service that wasn't properly installed and didn't work. I hope that someone from the management team at Frontier can address this issue to maintain a good reputation for the company.

Hello, I have a quick but important question. Last Thursday, March 12th, I spoke to an agent over the phone regarding my internet issue. My connection dropped the night before, failed to connect to any devices, and the third icon on my router turned red. The problem was diagnosed as a router issue that required replacement. I was informed that the replacement router would be delivered within 2-3 business days. It has now been a week, and I need to know when I can expect the new router to arrive. Currently, I am working from home due to quarantine measures related to the coronavirus outbreak, and the delay is affecting my work and income. I appreciate your understanding that this situation is not your fault. I just need assistance in determining the delivery date for the new router. Thank you.

I am urgently attempting to cancel the service. I have made multiple unsuccessful attempts to reach a customer service representative to close the account. Despite following the prompts, I was informed the office was closed yesterday and experienced a wait time of sixty minutes today instead of the expected thirty minutes. I am currently being charged on a closed checking account. The account number is [redacted]. The account is under the name Saralyn Daly, who has passed away. I am Paula Montgomery, the executor of her estate. I disconnected the home phones three months ago and closed the checking account last month. I believe someone might have tried to close the account with Frontier, but given the challenges faced with their customer service, I suspect they may have given up. It is imperative that I resolve this and close the account.

I recently tried to address this concern but encountered an issue, so I am resubmitting it. My phone number is [redacted]. I am Paula Montgomery, the executor of the estate for Saralyn Daly. The account number is [redacted] [redacted] 5 in Saralyn Daly's name. She previously made automatic payments from her checking account, which is now inactive due to her passing. Despite numerous attempts to speak with a representative at Frontier, I have been unsuccessful navigating their automated system. As a result, charges are still accruing, and I urgently need to close this account.

As a new customer looking to buy a router, I changed my mind after speaking with a representative who assured me the issue was resolved. Despite this, I received a $[redacted] bill I cannot afford. My recent call for help resulted in disconnection before resolution. The billing issue remains, with charges for the router, a $10 rental fee, and no payment installment for a $75 charge. Frustrated at the lack of callback and unresolved problems, I am unsure how to proceed as my bill due date approaches.

I am looking to enhance the WiFi coverage in my home by connecting a second router to the primary one via a wired connection. I need assistance with the following: A. Recovering the password for accessing the router's control web address, not the WiFi password. B. Please direct me to your official documentation on setting up the second router using your recommended method(s). While I've come across various online guides, I believe your expertise on your specific equipment will be most helpful. Thank you, Nicholas

Subject: Disappointed with Frontier Communications Service Dear Frontier Communications, I am reaching out in regards to the significant phone service issues I encountered last year. For a period of three months from August to October, I experienced an ongoing problem with my phone line. Despite multiple service calls and line tests, the issue persisted. It wasn't until the 10th service visit that the root cause - a damaged cable on a pole - was identified and rectified. I am disappointed with the lack of reliability in your service, especially considering the high monthly cost I am paying. I believe some form of refund is warranted for the extensive inconvenience caused by the recurrent problems. If necessary, please forward this concern to the appropriate department for resolution. Thank you for your attention to this matter. Sincerely, Brian

My children require internet access at my mom's house for distance learning. Previously, Frontier provided phone and internet services in that area, but due to financial issues, the services were suspended. After attempting to reinstate the services, only a new phone number was connected, without internet. Despite promises from Frontier to set up internet service by sending a technician, we were informed that no available spots existed for installation. Recently, I settled the bill for the old phone number in hopes of regaining internet access for my kids' educational needs during quarantine. However, Frontier continued to claim a customer limit in the area, preventing us from getting internet service. Despite numerous calls to Frontier, the issue remains unresolved. The current circumstances of the pandemic make online accessibility crucial, and the situation has led to immense frustration. I seek assistance in resolving this matter promptly for the sake of my children's education. Thank you. - Stephanie

Subject: Account # [redacted]-[redacted]-5 Charles O. Address: [redacted] Pamie Street I've encountered persistent issues with the cable boxes and unstable internet service since the initial installation. I am requesting the cancellation of my TV, internet, and phone services. Spectrum has already been installed, and your equipment was disconnected on 3/25. I received a bill of $[redacted].22 for the period from 3/25-4/25. I spoke with customer service, who stated I owe the full amount, except for the prorated phone service. I refuse to pay for services I will not receive. Please send a revised bill with the charges prorated accordingly. I was informed that boxes will be sent for returning Frontier's equipment to my address. Thank you. Charles O.

I am extremely frustrated and considering reporting this to the Public Utilities Commission of Ohio for the phone line and the FCC for the internet if I don't receive a trouble ticket by 4/11. My 82-year-old father-in-law has been experiencing static on his phone and poor internet service for a couple of months. He is unable to go through the process of requesting a repair ticket, so I am trying to handle this for him. I went to his place yesterday with a local Frontier technician who remotely tested the line with the inside disconnected at the network interface device outside the house. The line still had cable issues indicating the problem is outside somewhere. I spent over an hour with a customer service representative via online messaging, and after being referred to the Account Management team, they mentioned it might take 3-5 days to be contacted! My own recent repair experience took 5-7 days if it was dispatchable. This is unacceptable. I previously had to report to the FCC and only got it resolved through the assistant to the President of Frontier (Amanda Ernst) in a couple of days. As a former 30-year employee of GTE/Verizon/Frontier, I am disappointed to have to go down this path again. This should not be this challenging. Awaiting a prompt response, Thank you. Roger Moore

Yesterday, I spent about 4 to 5 hours on my computer engaging in online chats with Frontier representatives from Customer Service, Billing, and Collections regarding a billing error that showed unpaid charges of $[redacted] on my account. Initially, I spoke with a woman representative from Customer Service followed by another representative who then transferred me to Glean in Billing. Glean and I had a lengthy chat and identified that an automatic online payment from my checking account was the source of the issue. Glean passed on the details to Customer Service. I later had a problematic conversation with a Collections representative named Steven who was unhelpful and had a dismissive attitude. In contrast, the Customer Service and Billing representatives were patient and respectful throughout the process. The lack of support and negative interaction from Steven in Collections stood out negatively for me. Despite my multiple degrees, including an MBA, I found Steven's behavior unacceptable, showing a lack of customer service skills.

I have been experiencing issues with all my Frontier services since April 6, including my landline and internet. I have contacted them three times, with the latest call being on Friday, April 17. Despite receiving emails stating that the problem has been fixed, it remains unresolved. The language barrier with the support personnel has made it challenging to communicate effectively. A technician visited on Friday mentioning other similar issues in the neighborhood but did not fix the problem. As a small business owner already impacted by the pandemic, this prolonged service interruption is significantly affecting my business. Urgent resolution is crucial at this point. Please address this matter promptly. Thank you. Contact: Rob Champion [redacted]

I received a disconnect confirmation on 1/19/[redacted] with the number #[redacted]9 for telephone [redacted]. Despite this, I am still receiving monthly bills with a growing balance. Continuing to pay for a service I requested to be terminated seems futile. I urgently request the unnecessary billing to cease. It seems the issue may have arisen when the disconnect notice was addressed to my daughter, Amy B. Waldroup, who is now the owner of the Northern Idaho vacation property. We encountered difficulties when attempting to transfer the account to her name, prompting us to opt for service cancellation. Unfortunately, the billing department appears to be unaware of my desire to discontinue the landline service. Thank you, Bruce Pennell (original account owner of [redacted]-[redacted]-5).

As a person living on a fixed income due to a disability, I've faced numerous product problems in recent years. Technicians from Frontier have made multiple visits, replacing equipment, only for new issues to arise. Beyond product woes, billing problems have also plagued me. I recently spoke with a representative named Donna who promised I would receive a follow-up regarding ongoing billing hikes. Last October, there was an understanding between Frontier and me that I could not manage further monthly bill increases, and I was guaranteed no adjustments until March [redacted].