Frontier Communications Customer Service Issues

I would like to request the removal of internet service from my home. My experience with your company has been disappointing, feeling disrespected and treated poorly. There have been instances where my pin number was not recognized, causing unnecessary delays and frustration. The lack of coordination within your customer service is evident when I am told conflicting information regarding issues within my home. I received a text claiming a problem was fixed without any physical visit, leaving me skeptical. I am exhausted by the inadequate service and disrespectful treatment. Kindly assist with disconnecting the service to avoid further complications. Contact me as requested at [redacted] or [redacted].

Barlow Holdings is attempting to reach Frontier regarding the property next to their building in Kirkwood, PA. Despite trying for 6 months, contacting various numbers has only led to third-party sales vendors claiming they are not directly affiliated with Frontier. Notes left at the building and conversations with Frontier linemen have not yielded any contact information. Even attempts to speak with a supervisor resulted in being put on hold and then disconnected. Barlow Holdings is interested in purchasing the apparently vacant property or discussing an easement. They seek a response via email or phone at [redacted].

We have submitted multiple service tickets since mid-January [redacted] regarding the ongoing problem we have encountered. Despite various attempts, including installing a new phone cable from the street to our house, the issue was finally resolved. The problem stemmed from a tree falling onto a cluster of wires near the entry to our neighborhood off Woodinville-Duvall Road, leading to several broken and reconnected wires, with the exception of the one connected to our house. Over the past four months, different solutions were tried, such as laying a new cable, but none were successful. This incident disrupted our Internet and VoiceOverIP phone services, prompting us to seek temporary wireless service due to the weak cell phone signal in our area. Given the challenges we have faced, we believe it is reasonable to request relief from the financial burden we have endured over the past four months through no fault of our own. Thank you.

I recently had a chat session with Technical Support, and John assisted me with my remote issues (specifically, the OK and Exit buttons were not responding well). John suggested a replacement for the remote and mentioned a $14.99 charge, which he said Customer Service could possibly waive later. I referred to the website, which stated that a free replacement would be provided if deemed necessary by the agent. John explained that the website information was outdated and couldn't offer a free replacement. Out of concern for the charge, I decided to cancel the order. The discrepancy between the website statement and the actual policy is disappointing. I would like to request a new remote at no cost as indicated on the website. Thank you.

I have been in contact with AEP, the WV Public Service Commission, and Shentel Cable regarding a broken utility pole near my property in Delbarton, WV, for the past two years. Both AEP and Shentel have stated that it is Frontier's responsibility, but no action has been taken. I have tried to contact Frontier without success, and the WV PSC has suggested I reach out to you for assistance. The pole on Rockhouse Fork is affecting my visibility when entering the highway, and I would appreciate it if someone could address this issue promptly. My name is John P. and Frontier was previously made aware of this situation without resolution. I would prefer to resolve this matter without filing a formal complaint but will do so if necessary. Thank you.

I am following up on a repair order that was reported by a technician around 5/13/20. The issue concerns a leaning line pole located in the alley behind [redacted] East Division St. in Kewanee, Illinois. The pole's angle is causing tension on both my and my neighbors' phone lines, preventing it from falling by being held up by the lines. As the pole is rotted at the base and requires a bucket truck for inspection, I am worried it may lead to damage to our homes. I kindly request information on the scheduled replacement of the pole. Thank you for your assistance. Paul S.

I am experiencing frequent internet outages that make it difficult to print my bank statements or browse online. Every night around 8:00 PM CST, my internet goes out, causing delays and disruptions. When I contact customer service, I am often kept on hold for extended periods, only to be told that the issue resolves itself. I pay $48.99 per month for a service that is unreliable and inconsistent. At 77 years old, I rely on internet access to manage my finances, but the frequent outages make it challenging. I am seeking a solution to ensure a more stable and functional internet connection to meet my basic needs. Thank you for your assistance. - L.N. [redacted]

Subject: Concern Regarding Recent Frontier Communications Service Call Address: [redacted] Honaker Rd, Sandstone, WV [redacted] Phone: [redacted] OR [redacted] (to be used if unable to reach landline) To the Frontier Communications Team: I am writing to address a recent service visit that took place on May 25, [redacted], to fix my landline. Unfortunately, due to circumstances involving allergies and prior medication, I was unable to hear the technician's arrival. I had expressed my concern about having technicians enter my home during this time of caution related to Covid-19. The technician who visited was observed not wearing a face mask, contrary to my requests for safety measures. Following the visit, two out of three phone lines were functional but with static noise, while the one left untouched by the technician worked without issue. Regrettably, my phone line has now gone out again as of June 12, [redacted], prompting the need for additional assistance. If it becomes imperative for a technician to enter my residence, I kindly ask that they adhere to safety guidelines including wearing a face mask, gloves, and protective booties. I emphasize the vulnerability of high-risk individuals in my household to Covid-19 and request any necessary repairs be executed with caution and adherence to recommended safety protocols. Thank you for your attention to this matter. Sincerely, Linda B.

I recently noticed changes made to my outgoing voicemail message without my authorization. I am hesitant to create a new PIN and would like my old one reinstated. As a valued customer, I expect my preferences to be respected. Additionally, I would appreciate the option to use Thunderbird instead of being restricted to Yahoo mail, as was the case since [redacted]. It is important to me that my concerns are addressed promptly to ensure my continued satisfaction with the service.

I was scheduled to have a Nest Learning Thermostat installation this morning, but the thermostat was never delivered. I have been in contact with the technician and also the manager, Mark Brown, but I have not received any answers regarding the delay in my installation. The scheduled time was between 8 AM and 12 PM this morning, and since the internet went out at 12 PM, I have not received any communication. I have taken time off work for this installation and have been waiting at home for a response without any success. I have tried calling technical support, but keep getting disconnected. I have already been charged for the service and am disappointed with the lack of communication. Please contact me at your earliest convenience so we can reschedule and resolve this issue. Thank you, Cory Mendola [redacted].

We were without internet for a month. After almost two months, all they did was take $38 off my bill, which is close to $70 a month. I had been told they would deduct over $50. Even though they admitted making the mistake, they only removed $38. Our internet went out in early May. After speaking to four different technicians, the last one said we needed a new box as ours was too old. It took nearly two weeks for the new box to arrive. When we connected the box, it didn't work. After spending over three hours with a technician who couldn't get it to function, we were told a new box would be shipped. After waiting a week and not receiving the box, I contacted Frontier again. The representative couldn't find any record of ordering a new box. Another week passed until a technician was sent to fix the issue, providing us with a working box. I then addressed my bill discrepancies. I was informed the small credit in June was for the week without service while waiting for the technician. I spent a considerable amount of time disputing the charges and the promised credit in July that never materialized. Despite acknowledging our prolonged internet outage in May, Frontier still refused to deduct the promised amount. The higher-up representative offered a credit of $24 for July but couldn't honor the initial agreement. This experience showcases the poor customer service from Frontier, and I'll be switching providers as soon as possible.

Since last Friday, my phone has been out. I was informed that a technician would arrive on Monday between 8 am and 5 pm, but nobody showed up. On Wednesday, I received a text saying my phone would be restored by the end of the day, but it's still not working. I called at 6 pm yesterday and explained that I need my phone back by Friday. My sister is having surgery on her left arm on Monday at 6 am in Seymour. They scheduled a technician to come between 8 am and 12 pm, but I will be at the hospital. Why can't they get my phone working? I believe I should receive a week's credit on my bill for this inconvenience. My phone number is [redacted].

Cheryl Kimbell 91 Country Club Lane Wallingford, CT I contacted Frontier regarding my contract status. In my previous call, the representative mentioned it would be up in July [redacted], but another agent on 7/16/20 informed me that my contract actually extends for another 3 years. The lack of clarity around when my contract was established and the sudden increase in my bill are concerning. I feel misled by the company and am unhappy with this situation. I will be filing a complaint with the BBB in CT and reaching out to my state representative. I look forward to a resolution. Thank you, Cheryl Kimbell

We have been experiencing intermittent internet service interruptions since yesterday. It appears to us like it could be a loose wire issue. We believe the problem might be beyond our property as all our wiring is buried. The connection drops on our computers, television, and internet-based phone, but we can regain it after a few minutes. Our account number is [redacted]. For contact, please reach out via email at [redacted] Our current phone number is [redacted]. When attempting to contact Frontier Communications, all the phone numbers we dialed resulted in a busy signal or no connection despite having internet service. Just for your reference, our modem is an ARRIS model NVG 443B, although we don't think the issue lies with the modem.

I have been a loyal Frontier customer for many years, but unfortunately, I have experienced consistently poor Internet service despite paying my bills regularly. Despite promises of upgrades to improve service, nothing has changed. Recently, I reached out to customer service hoping to upgrade my plan to potentially improve my service quality, even if it meant paying more as a retired individual. The representative I spoke with was very pleasant and informed me that there would be an $85 fee to make the upgrade. I find it unreasonable to pay an additional fee just to receive the service I should have been getting all along. Can this issue be resolved without the fee, or should I consider switching to another internet provider?

I've encountered this issue with Frontier not sticking to the agreements made by its employees. I had been quoted an annual rate of $[redacted].90 from August 19 to August 20 after numerous calls last year. Recently, on July 15, my wife was informed that there were no new promotions and that the same rate was the best available. We were advised to check back in August for potential new rates. Following up on August 10, Carla from Retention stated the rate from July 15 wouldn't be honored, and the new rate would be at least $15 higher. When my wife mentioned this wasn't the first time Frontier hadn't honored an offer, Carla simply brushed it off. We are seeking the originally promised rate to be honored and a month of free service to compensate for the time spent on this issue. This is not the first time this has happened. ACCOUNT NUMBER [redacted] Sharon Witt

My mother has had issues with Frontier before and got great help from Linda Harding at Executive Customer Relations. Unfortunately, I emailed Linda yesterday but got an auto-reply saying she's out until next week. My mother's phone has now been disconnected by Frontier, leaving her without a telephone. She is turning 90 soon and has significant health concerns. We are worried she can't reach anyone until her phone is reconnected. I shared the details with my brother, Darryl F., who lives nearby. In brief: A few weeks ago, her phone was disconnected for non-payment after she didn't get the bill. Despite setting up payment during a call, the account number was entered wrong, leading to a second shutoff when payment wasn't made due to the billing address issue. The internet is still faulty, compounding the problem. Please reach out to me urgently. Without a phone, my mother is isolated and unable to move around easily. Key details: Account Number: [redacted] Pin Number: [redacted] Account Name: Phyllis Joan Focken Account Address: [redacted] North 4th Street, Cissna Park, IL [redacted] Authorization ID: CW[redacted]2 Randy F. [redacted]

I need assistance with my recent bill. Last month, I canceled all services with Dish except for the phone, which should have resulted in a credit of approximately $76 (possibly more based on my recent conversation with them). I should only have been billed for the phone, which should have been covered by the credits. I was told that everything was sorted out, despite the bill being generated before the changes took effect. I hope this clears up any confusion and avoids the need for further calls regarding the same issue. Thank you for your attention to this matter. Best regards, Leslie G. Account: [redacted] Last 4 of SSN: [redacted]

I recently received an email from someone pretending to be from Chase, claiming there was an unauthorized ATM withdrawal. It seems like a scam, as they asked me to click on a suspicious link. The sender's email is [redacted] I want to report this person to Chase so they can investigate. Scammers like this need to be stopped to protect others. Any assistance in handling this issue would be appreciated. Thank you, S.Kyhn

I canceled my Frontier service in December [redacted] to end in January [redacted] as planned at the end of the billing cycle. However, they disconnected it earlier without a clear explanation and have refused to reinstate it despite my account being up to date. Spectrum, my new provider, installed services early, and I have evidence supporting this. I have paid through the billing cycle even though I have had no service from Frontier. Frontier keeps billing me through postal mail, email, and text messages despite my numerous attempts to resolve the issue through various means, including letters, texts, and calls, all to no avail. I feel harassed and am considering reporting this to the regulatory board. It's evident Frontier is aware I no longer have service at this address since they cannot contact me. Since January, I have had a different number with Spectrum, which I can verify.