ComplaintsforFrontier Communications

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Initial Complaint
10/18/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
After being a customer for over 4 years with ******************. On 10/16/23 I contacted Frontier to upgrade my serve. I realized I had been paying for a service they don't even offer in their listings any longer (it was that slow). Frontier was quick to set me up with a new contact and higher speed service. Told me they would be at my home on ***** between 8am and 10am. No one showed up on *****. When I first called to ask about it, I was told they were still coming, they would arrive before 12pm. Again no one arrived. I check my status online it said my service order was canceled. I then received a text and email stating the service was complete. I then spent over 6 hours on the phone between 8 different Frontier employees. Being transfered to different areas of the company. Hung up on 4 times. Rudly spoken to once. I was told by accounting it was technical issue. The technical support **** said they couldn't place a new order. I am now paying for internet I can't use. I have zero service in my home. My children are home schooled and I work partially from home. I am unable to do either of these things now. And Frontier has no answer for me. They are not providing me service and they did not come into my home as they stated they would to upgrade the wiring and router. Sitting on hold for multiple hours to be told "I don't know how to help, I can't schedule an appt for you." is ridiculous! I have never delt with such horrible customer service.
Customer response
10/19/2023
I sent an email to the *** office of Frontier, regarding my situation. A agent from the office contacted me this morning and was able to restore my prior internet service. I still do not have the proper upgraded internet service that I signed a contract for. Nor a date in the near future when it will be completed. I will advise BBB if anything further is completed by Frontier.
Business response
10/24/2023
The Complaint states that:?
************** advised she placed an order for Frontier to upgrade her internet speed, and an appointment was scheduled for October 17, 2023.
************** advised no one arrived on October 17, 2023, and she was informed the order was both canceled and completed.
************** advised she was unable to have her concern properly addressed when speaking with customer service.
************** advised her existing service stopped working, but she is still paying for it.
?
Frontier has reviewed the above statements and offers the following response:?
Frontier confirmed an order was placed on October 16, 2023, to upgrade the internet speed, with an installation date of October 17, 2023.
Frontier advises?that, due to a system error, the upgrade order failed to send a field technician, and instead turned off Ms. ****** existing service.
Frontier advises Ms. ****** service was restored, and a credit was issued for the applicable time out of service.
Frontier advises another order was placed for the internet speed upgrade, and it was completed on October 23, 2023. ************** verified the working service.
************** presented no further questions or concerns and has direct contact information for the future.?

Customer response
10/26/2023
I have reviewed the business response and accept this resolution.
Initial Complaint
10/18/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have a land line through Frontier. I contacted the disability ***** for Frontier and put in a dispute on a $85.00 charge for a problem with the land line. No representative came to my home to fix.It is on record that the so called representative did make a change in answer machine. Never happened. Even though the disability ***** accepted my dispute, now Frontier is ******* me for the money.For six months I had trouble with getting a dial tone. I had static on the line.This is a horrible, uncaring company. And the world should know that Frontier is harassing a person disabled, a Vet and a senior.
Business response
10/20/2023
Please see the attached document.
Initial Complaint
10/18/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
No internet service since Friday Oct 13,2023
Business response
10/20/2023
Complaint Number: 20740613

Customer Name: ***************;

Thank you for referring the complaint of ******************* to our office for review. We appreciate **************** bringing this matter to our attention.

The Complaint states that:

**************** advises that his internet service from Frontier has been out since October 13, 2023.

Frontier has investigated the above statements and offers the following response:

Frontier advises that there was an outage that had impacted multiple customers in the area.
Frontier spoke with **************** on October 20, 2023, who advised that his internet service had gone out on late in the evening on October 12, 2023. During that interruption in service, he received a text stating that there was an outage. **************** then advised that his internet service came back on in the morning of October 16, 2023. He has not encountered any problems with the service since then and is satisfied with the resolution.

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.
Initial Complaint
10/18/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My internet was installed in July. I have contacted numerous times and followed up but no one have returned my call. We have almost 4 months into having service and my line has still not been buried. Every time I call, I get excuse after excuse. Im told the manager is on vacation, or a supervisor will call and follow up but I hear nothing. I give ample amount of time in between to allow time for them to get this issue resolved and it seems as if its not being escalated.
Business response
10/20/2023
Thank you for referring the complaint to our office for review. We appreciate ************** bringing this matter to our attention.
The Complaint states that:
************** was requesting that a Frontier wire get buried.
Frontier has reviewed the above statements and offers the following response:
Frontier apologizes for any inconvenience ************** has encountered with this issue.
Frontier advises that we dispatched a technician to the location and completed the burial of the wire on October 19, 2023.
Frontier advises that we contacted ************** on October 19, 2023, and advised of the above.
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.
Initial Complaint
10/17/2023
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On Friday, October 6, 2023, my email account, **************** was hacked. I went into the Frontier security page to change my password and found out that a verification code cannot be sent to my alternate email address, glitch in the system??? As of October 11, 2023, my access to this account is gone. Talked to tech support today I can't get any access since this is "email for life" account and ****************** can't do anything to help me. **** ****** said the name on the account, which is my husband, and she has an @frontier alternate email address for this account that she said was set up in May. My account access was deleted in May and my access wasn't available until June. My husband witnessed the phone conversation with a representative and the alternate email was a @yahoo email account.So, my account was hacked and highjacked with an alternate email address and I'm supposed set back and just accept this!!! Why give me an email for life if they can't do anything to help me. I told them I would get service at my house to get access but then they tell me there is no service in my area.I was in the process of getting the information I needed from this email account so if this happened again, I would be good, however I work and am a care giver, so I don't just have time to set around and be on the computer. Frontier limited my access now - I didn't go in a delete the account. This company has poor customer service. I thought I would try tech support again today, and the tech would not transfer to a higher level (supervisor) - told me to call two different numbers that are the same as the one I just called. I WANT ACCESS TO MY EMAIL AND WILL NOT ACCEPT ANYTHING ELSE. I DIDN'T DELETE MY ACCOUNT OR HAVE IT HACKED. I CHANGED MY PASSWORD IN MAY SO I WILL NOT ACCEPT -SHOULD HAVE CHANGED YOUR PASSWORD. ***** in submitting this complaint was due the BBB.org (appreciate the person who assisted me with an alternate way to submit)
Business response
10/20/2023
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. The consumer indicated they were satisfied.We trust this information will assist you in closing this complaint.
Customer response
10/24/2023
I am rejecting this response because: I waited to see if I would maintain a connection to my email account, as of today 10/24/23 I lost connection and called technical support and was given the run around again. i called the number from the BBB inquiry and left a message but have not heard back. I have worked on collecting some of the needed information i need from my account but would like to compete it.
I WILL NOT ACCEPT NOTHING BUT ACCESS TO THIS ACCOUNT SO I CAN COMPLETE GETTING THE INFORMATION I NEED. THERE IS ABSOLUTELY NOT REASON WHY THIS HAPPENING - IF I SIGN OUT OR GET SIGNED OUT, I SHOULD BE ABLE TO GET BACK IN!!!!!! NO CODE GOES TO MY RECOVERY EMAIL!
Business response
10/25/2023
Complaint Number: 20739783Company Code: Click here to enter text.

Customer Name: ***********************: **********

Thank you for referring the complaint of *************************** to our office for review. We appreciate you bringing this matter to our attention.

*************************** advised that on 10/24 she lost access to her email account.

On 10/25/2023 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.
On 10/25/2023 Frontier spoke with the consumer who indicated she was able to access the email for life account later in the day on 10/24/2023. Frontier also advised the consumer that Frontier is unable to transfer her Epix.net emails and/or account to Gmail email account.
The consumer advised that she is satisfied. We trust this information will assist you in closing this complaint.

We trust this information will assist you in closing this complaint with Frontier Communications. We regret any inconvenience that *************************** may have experienced as a result of the above matter.

Customer response
11/01/2023
I have reviewed the business response and accept this resolution. I know have a contact within the president's ****** who is willing to assist me at any time in a pleasant courtesy manner. I appreciate her willingness to assist me anytime and offering this service.
Initial Complaint
10/17/2023
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9-20-2023 I requested for Frontier to install **************** to my home (Order # *********). It kept messing up and after the third time within one week of messing up, I decided to cancel and get another provider. I cancelled the account on 10-03-2023 (confirmation# ********). I have requested my refund for the 17 days I did not use. I have contacted Frontier to get this back and they have told me that I will NOT receive a refund, BUT I have internet until 10-19-2023. I have more than once told them I have a different internet already and I want my refund....this has gone on deaf ears. All I want is my refund for 17 days.
Business response
10/19/2023
Complaint Number: 20738950
Customer Name: *******************
Phone Number: ************
Received Date: October 17, 2023
Closed Date: October 19, 2023

Thank you for referring the complaint of *********************** to our office for review. We appreciate ************** bringing this matter to our attention.
?
?The Complaint states that:?
************** advised that she installed service with Frontier on September 20, 2023, and canceled services on October 3, 2023, due to internet issues.
************** advised that she requested a refund for the 17 days she did not use the service and was denied.
?
Frontier has reviewed the above statements and offers the following response:?

Frontier records indicate ************** installed services on September 20, 2023, and requested to cancel on October 3, 2023. No trouble tickets were reported, and ************** was offered to troubleshoot with technical support, but she refused.
As stated in Frontiers Terms of Service (************************************************), termination of non-regulated services is effective on the last day of your billing cycle. Services will be available through the end of the billing cycle for which you have been billed in advance.
Frontier advised ************** that the $50.00 restocking fee would be waived as a courtesy.
Frontier spoke to Ms.?White on October 18, 2023, and advised the above information. ************** was not satisfied with the outcome and discontinued the call.
?
We trust that this information will assist you in closing this complaint.? We apologize for any inconvenience that?***********************?has experienced as result of the above matter.?
?

Regards,??

*******************
Executive Escalations Team
************, EXT: *******
Initial Complaint
10/17/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The line was only buried 2 inches in the ground I called and they said they be back to fix never did! Hit line with mower and messed up my blades! Also they left yard a mess never fixed ! Ive called multiple times and they wont do anything said they wont fix until I pay my bill!! The line was also dug when marks from miss utility was out of date!
Business response
10/25/2023
Thank you for referring the complaint of ***************************** to our office for review. We appreciate ************** bringing this matter to our attention.
?
?The Complaint states that:?
************** advised that Frontier only buried the drop 2 inches in the ground and has not come out to fix it.
************** advised that he hit the line with his mower, and Frontier will not fix it until he pays his bill. ?

Frontier Communications Office of the President received notification of a complaint which has been investigated and offers the following response:

An office of the President representative contacted the consumer regarding the service concerns.
Frontier resolved the service concern and adjusted the account for one month. We were able to come to a satisfactory resolution.
Frontier provided contact information for additional questions, requests, and correspondence specific to the consumers concerns.
?
We trust that this information will assist you in closing this complaint.?
Initial Complaint
10/13/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Business telephone has not worked sense 9/3/2023..I have called many many times also emailed still no repair.
Customer response
10/15/2023
they did repair the phone on 10/14/23. you can close this. Thank you.
Initial Complaint
10/13/2023
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I thought my account was paid in full and close based on the email I received saying that frontier had received the returned equipment. The reason the account was closed is because I was selling the home and lived in ***** (no longer in **********). On October 5, 2023 I received a letter from a collection agency dated September 21. I called frontier to inquire how I owned the pass due amount. I then tried to pay but the system was down so the customer service representative sent me to bill matrix. I paid the bill through the system. I woke up to alerts on October 6 that I had a new collection item. I am in the process of closing on another house and I need to removed. If I was aware of the debt it would have been paid. This was the first letter I received in regards to this issue. I have informed delivery from the post office and verify this information. I was planning on utilizing the services in my new home but I will not if this matter is not resolved and removed from my credit report.
Business response
10/17/2023
The Complaint states that:?
Ms. ***** advised that she thought her Frontier account was paid in full based on an email she received about her equipment return.
Ms. ***** advised that on October 5, 2023, she received a letter from a collection agency dated September 21, 2023.
Ms. ***** advised that she contacted Frontier and paid the balance in full but received an alert on October 6, 2023, that she has a new collections item, which she wants removed from her credit report.
?
Frontier has reviewed the above statements and offers the following response:?
Frontier advises that Ms. ***** paid her outstanding balance in full on October 6, 2023.
Frontier updated the credit agency on the paid balance.
Frontier does not remove valid balances from credit reporting.
Frontier spoke to Ms. ***** on October 16, 2023, verifying the above information, and Ms. ***** presented no further questions or concerns.

Customer response
10/17/2023
I am rejecting this response because: I want the collection removed from all reports.
Business response
10/18/2023
The Complaint states that:?
Ms. ***** advised that she is rejecting Frontiers response because she wants the outstanding balance removed from her credit report.?
?
Frontier has reviewed the above statements and offers the following response:?
Frontiers position remains the same, as there has been no additional information provided that warrants a deviation from the original resolution.
Frontier advises that Ms. ***** paid her outstanding balance in full on October 6, 2023.
Frontier updated the credit agency on the paid balance.
Frontier does not remove valid balances from credit reporting.
Frontier spoke to Ms. ***** on October 18, 2023, verifying the above information, and Ms. ***** presented no further questions or concerns.?
Initial Complaint
10/11/2023
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
No telephone service since July 2022 yet still being charged for services
Business response
10/27/2023
Frontier Communications Office of the President received notification of a complaint which has been investigated and offers the following response:

A Frontier representative communicated with the consumer regarding billing concerns. Frontier resolved the billing concern on October 25, 2023 and a refund processed for the account. We were able to come to a satisfactory resolution.
Frontier provided contact information for additional questions specific to the consumers concerns.
We trust this information will assist you in closing this complaint.
Frontier Communications

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