ComplaintsforFrontier Communications

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I qualified to an assistance program for my internet. I was told that my bill would be way cheaper now at ****. I even saw that I should have a credit on my account based on what the representative explained to me. I was charged $54 for my bill. I would like to be reimbursed. I have attached the chat from ******* and I as well as the bill that was autopaid this week.

  Business response

  12/01/2022

  Hello ********************** Please find Frontier Communities response to *********************** Complaint.  Notably, the complaint appears to be misdirected, since Frontier Communities is a real estate development company, and ************** appears to dispute some internet issue.  We respectfully ask that she rescind the complaint against **. 

  
  

  Thanks!
  ******************************;

  Corporate Paralegal 

  Frontier 

  2151 ************************ 

  Suite 222 

  *******, ********** 91761 

  T: ************** 

  E: *************************************************** 

  Business response

  12/23/2022

  
  Frontier has investigated the above statements and offers the following response:
  
  *** is a federal program designed to help households struggling to pay for **************** during the ***** 19 pandemic. The Federal Affordable Connectivity Program provides low or no cost Internet to qualified households. Frontier has created a website for customers interested in the Affordable Connectivity Program. Please visit ****************************************************** for more information.  
  Frontier advises the *** program will end once all the funding has been allocated.  At which time the Federal Affordable Connectivity Program credit will be removed from customer accounts.
  After reviewing account, and the attachment ************** provided, the *** started on November 23, 2022. The $54.99 ************** is referring to is from the previous month billing statement. Once she received her December 5, 2022, statement, the *** discounts applied. Therefore the $54.99 amount is a valid charge.
  Frontier attempted to reach ************** to advise of the above and was unsuccessful. A message was left for ************** that includes direct contact information.
  
  We trust that this information will assist the Commission in closing this complaint. We apologize for any inconvenience that ************** has experienced because of the above matter.

  Customer response

  01/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  :

  I qualify for ACP. I am being told I have to pay more than what I normally pay. I qualified for ACP last month also and the charge are completely different. Im not understanding why. I have asked customer service ti please explain and they have not been able to. I have attached the chats from the representative today as well as an email from ********* services applies. They are not matching.

  
  
  Regards,
  
  *******************
  
  
  
  
  

  Business response

  10/20/2023

  Frontier advises the *** program will end once all the funding has been allocated. At which time the Federal Affordable Connectivity Program credit will be removed from customer accounts.
  After reviewing account, and the attachment ************** provided, the *** started on November 23, 2022. The $54.99 ************** is referring to is from the previous month billing statement. Once she received her December 5, 2022, statement, the *** discounts applied. Therefore the $54.99 amount is a valid charge.
  Frontier attempted to reach ************** to advise of the above and was unsuccessful. A message was left for ************** that includes direct contact information.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On NOV 11TH. Account under ******************************* .. I called Frontier communication for service because my internet went down and my phone is nothing but static.. i have been given different date for service and no one showed up. I requested a manger and they refused to transfer me. I have been lied too numerous time and they refuse to deal with my issue. Then the said the would be here today nov nov 28 and I waiting until 8 pm and they never showed. . Now they say DEC 19TH. I am handicapped and I depend on my phone as my primary contact for my *********************. And I can't hear them. I am.not good with my cell but I am forced to use that number because I can hear on the home phone which I have had since **** The non working number is. ************. . I need help getting this handled because I don't know how many phone calls I am missing. My email is going to an alternate person since my internet is down. Please help

  Business response

  12/22/2022

  
  Frontier Communications
  
  
  
  Complaint Number: 18474966                                                                       Company Code: Click here to enter text.
  
  Customer Name: ***************************                                                                    Phone: ************
  
  
  Thank you for referring the complaint of *************************** to our office for review. We appreciate ***** bringing this matter to our attention.
  
  The Complaint states that:
  
  *************************** states November 11,2022 internet went down and bad static on phone where she is unable to hear.Handicapped and need service back on.
  *************************** states Frontier has had several delays in repair.
  
  Frontier has investigated the above statements and offers the following response:
  
  Trouble ticket placed November 14,2022 for frequent disconnects on the internet and due December 5, 2022.
  Technician notes indicate repaired drop on December 15, 2022.
  Frontier does apologize for the delay in repair as due to a heavy workload.
  Frontier has applied a one-time credit of $25.00 for delay in repair plus $51.28 for service interruption.
  Frontier values *************************** as a customer and has provided a contact number in case any further assistance is needed.
  
  
  We trust that this information will assist you in closing this complaint.  We regret any inconvenience that *************************** may have experienced as a result of the above matter.
  
  
  Frontier Specialist: ***************************                                                                   Department:Executive Relations
  
  Telephone Number: *********************              Fax Number:
  

  Customer response

  12/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  
  

  This letter was sent to ***************************. If you read the response.  They did not address all the appointments that were made and dropped. Nor the actions of ******* the posted to my account the I had tuberculosis  which was a lie and now will show on my account for many to see. And I had to pay for someone to house sit many time because they  disrupted my appointments  when they did not show up 6 times when I was promised it with expedited.  I have ask ***** to call me as she does not return my calls to discuss the matter. 
  
  Regards,
  
  ***************************
  
  
  
  
  

  Business response

  10/16/2023

  Please see attached

• Initial Complaint

  01/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Frontier installed fiber optic cable, a modem and a router on 9/16/2021. After a month the service degraded to the point that we could not stream any video to the ** (in the same room as the router), and video conferences were being dropped. This was clearly a problem with the Frontier router. Frontier phone support came to the same conclusion after running diagnostics for about an hour. While I thought reconfiguration may solve the problem they believed the router needed to be replaced. They offered to send a tech out for that purpose and I agreed. There was no mention of any charge for this service. The visit was for them to replace their defective equipment. I even offered to replace the router if they could send it but they declined. I told them that what I had was not function and I would not be paying until the wifi worked. The Frontier thought that was reasonable. About a week later a technician arrived who neither replaced the router nor attempted to reconfigure it. He took a few measurement and said that while the rates were not great they ought to work. When I pointed out hat his measurements had no bearing on either video conferencing or streaming he agreed but blamed my problems on interference-he was unable to identify anything causing interference. He had a new router in his truck that would probably resolve the issue but said he was only allowed to give it to brand new customers, not existing customers. The character limit does not allow me to describe the technician's visit but I would be happy to. I am an electrical engineer and have worked with dozens of networks both wired and with wifi. The router provided by Spectrum has no [problem with interference. Frontier breached any contract by not providing working wifi. I would still be a customer if they had just fixed the wifi. I want a credit for days that I have been charged when the service was not provided, removal of the disconnect fee and charges for the service call.

  Business response

  01/27/2022

  
  Thank you for referring the complaint of ****************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  According to the complaint:
  ****************** advises he has a billing discrepancy with Frontier
  
  
  Frontier has investigated the above statements and offers the following response:
  
  Frontier records indicate Mr. ******** Frontier service was installed September 18, 2021. Frontier advises our Fiber Holiday Offer began November 2021 and when new to Fiber customers subscribe to our *********** during the Holidays, we will provide them with the **** at no additional cost.
  Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year.  Customers may contact Frontier **************** at any time to inquire about eligibility for current promotions. Frontier advises if customers are eligible, they must agree to applicable terms and conditions in order for the promotion to apply.  Generally, promotions are not automatically applied to customers bills.
  Frontier advises a Technician was dispatched December 2, 2021 and advises no internet trouble found. Frontier advises the Broadband processing fee and the Technician isolation dispatch charge are valid.
  Frontier advises that actual ******** speeds and the ability to access various ******** services will vary as a result of factors including,but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment. Additional information is available to customers at **************************************************************.
  As stated in Frontiers terms and conditions, actual ******** speeds may vary and are not guaranteed.
  Frontier spoke to ****************** on January 27, 2022 and advised him of the above information.
  We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that ****************** has experienced as a result of the above matter

  Customer response

  02/01/2022

  What the Frontier response omits is that before a technician arrived on site I spend about an hour on phone support. Phone support diagnosed the source of the problem as an issue with their equipment. Their recommendation was to replace the equipment. They scheduled a technician visit to replace the equipment. There was no mention of a fee for this visit. If they had told me that the technician was coming to do more diagnostics and that I would be charged for the visit I would have declined. Instead I would have either purchased my own equipment or changed providers. It is probably their policy not to tell people for exactly that reason. But a vendor can't substitute one type of free service for a different service that incurs a charge without consent of the customer. It may be their policy to do that but I believe it to be inconsistent with the law. Not only that but if the initial diagnosis was wrong it was Frontier's error.
  
  Frontier's position is that the technician determined that there was not an issue, with just a couple of quick measurements reversing the diagnosis of their offsite support after almost an hour of investigation. I will explain why this is a ridiculous claim. 
  
  It is common for network performance to fluctuate. Sometimes they are fast, sometimes not so fast, sometimes they don't work at all for brief periods. Generally those periods are so short that the network recovers and you never know the network actually stopped unless you have monitoring capabilities. There are a lot of reasons for this. A few would be momentary interference, high traffic within the local network (a lot of users inside the home), the provider's ability to handle high volumes of traffic (high traffic in the community or nation-wide), issues with the equipment-typically in the software.  Just because a network is performing well at one instant does not mean it will perform well a few minutes later. The quality of a network has more to do with the frequency and longevity of the instances when it is not performing well than it does the top end speed when everything is working well. You can't therefore take a single measurement and declare that the network is fine because that measurement is fine. Just as an example I too many measurements of the wifi performance from where my computer is located at various times over a few days. The performance ranged from 150kbs to 6kbs (we were supposed to be receiving ****kbs but you would not realistically expect to see more than half of that). There are instances for about a second where I observed it freezing. Most of the time it was below 50kbs. 
  
  The problem that I communicated in every conversation is that we could not stream video without it being interrupted at some point. Sometimes we could continue if we restarted it. Sometimes we could continue if we rebooted the modem and router. Sometimes we had to wait until the next day. BTW Frontier advertises this service as ideal for video streaming. My opinion is that if I can't stream a video it is a failure. It does not matter that I watched the first 10 minutes. In the last couple of weeks we could rarely watch a video to the end. I had the same problem with video conferences. Occasionally video conferences would be interrupted. If I cannot complete a video conference it is a failure. It does not matter that I was online for the first part of it.
  
  I explained to the technician that the measurements that he made were just a quick snapshot and in no way demonstrated the ability to stream video. He actually agreed with me. So for Frontier to say that they believed everything to be in working order is either Ingo rant or dishonest. I won't speculate on which it is. He could have stuck around for a while and watched me try to stream a video. I understand why Frontier does not want their technicians spending an hour at each visit. This is why most vendors just swap out the equipment. It doesn't really cost much. They are going to take the old equipment back, run diagnostics on it and if they think it works give it to someone else. 
  

  The real proof is that we have no issues with our new provider. We have the same level of interference, the same wiring, the same usage. Everything is the same except we have a different provider with their equipment.

  This would be like taking a car under warranty to a mechanic who starts the car, immediately turns it off and declares that it sounds good, there isn't anything wrong. If the car only has issues after it has been running for a while, perhaps related to the engine being warmed up, or if it has issues when being drive above a certain speed he is not going to see that. And if the mechanic is told that the car acts up only after the engine warms up then someone might question whether he is incompetent or just trying to get out of taking responsibility. I have worked in the computer technology field for decades and I have dealt with dozens, if not hundreds, of vendors both at home and at work. Some vendors show up determined to resolve issues and some vendors show up trying to find any reason to avoid responsibility. It is pretty common in the computer field. This visit was nothing more than attempt to avoid responsibility-and get paid for doing it. 

  
  

  Business response

  02/02/2022

  
  Thank you for referring the complaint of ****************** to our office for review. We appreciate ****************** bringing this matter to our attention.
  
  According to the complaint:
  ****************** advises he has a billing discrepancy with Frontier
  
  
  Frontier has investigated the above statements and offers the following response:
  
  
  Frontier records indicate Mr. ******** Frontier service was installed September 18, 2021. Frontier advises our Fiber Holiday Offer began November 2021 and when new to Fiber customers subscribe to our *********** during the Holidays, we will provide them with the **** at no additional cost.
  Frontier offers promotions on pricing and services to new and existing customers at various times throughout the year.  Customers may contact Frontier **************** at any time to inquire about eligibility for current promotions. Frontier advises if customers are eligible, they must agree to applicable terms and conditions in order for the promotion to apply.  Generally, promotions are not automatically applied to customers bills.
  Frontier advises a Technician was dispatched December 2, 2021 and advises no internet trouble found. Frontier advises the Broadband processing fee and the Technician isolation dispatch charge are valid.
  Frontier advises that actual ******** speeds and the ability to access various ******** services will vary as a result of factors including,but not limited to, the quality of Wi-Fi connection, multiple users or devices on the same connection, distance from Frontier facilities, and the performance or limitations of customer wiring and customer-owned equipment. Additional information is available to customers at **************************************************************.
  As stated in Frontiers terms and conditions, actual ******** speeds may vary and are not guaranteed.
  Frontiers position remains the same as there has been no additional information provided that warrants a deviation from the original resolution.
  Frontier spoke to ****************** on January 27, 2022 and advised him of the above information.
  We trust that this information will assist you in closing this complaint.  We apologize for any inconvenience that ****************** has experienced as a result of the above matter

  Business response

  10/11/2023

  February 2, 2022

  Frontier Communications Office of the President contacted the consumer regarding a notice received from the Better Business Bureau. Frontier communicated with the consumer and shared the details of the resolution reached. Frontier provided contact information for additional questions, requests, and/or correspondence specific to the consumers concerns. We trust this information will assist you in closing this complaint. 

  Frontier Communications

  Customer response

  10/13/2023

  I am rejecting this response because the response does not deal with the issues that I brought up:

  1. A business can't decide to charge for a service after it has been rendered. There was no mention of a charge for a technician visit prior to the visit. There was therefor no acceptance of a charge  There is no contract. I have no legal obligation to pay anything.

  2. Frontier advertised their service is ideal for video streaming. In fact we were very rarely able to stream an entire video. More often than not we could not even start a video.

  3. The technician's evaluation was inadequate as I explained in my prior messages. Among other things he only found a satisfactory signal standing next to the router. Even from across the same room the signal was poor. He did not even attempt to stream a video. He tole my wife and I that the router was not performing well and that other routers were available that would probably work for us. So I find Frontier's claim that the technician found no issues dishonest.

  If Frontier chooses not to give me working equipment that is their option. It is short sighted but it is their option. If the service is not working then I have the choice to cancel the service. But to add on fees that were never agreed to is bad business practice. And to misrepresent what happened during the visit, that is just unacceptable.

  I will not consider this issue resolved until Frontier removes all charges or minimally offer a credit in the amount of whatever they hope to collect.
  

  Business response

  10/17/2023

  While Frontiers position remains the same as there has been no additional information provided that warrants a deviation from the original resolution. We do appreciate the customer's feedback as it is an important tool in improving our customer service performance.

  We trust this information will assist you in closing this complaint.

  Frontier Communications. 

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