Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/26/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August I called and cancelled my service. As it should be, I now have no internet, however I am still being charged for it. This company is so dis-organized they should not be in business. I own 10 houses on a private street. They ran cables down my drive without getting permission first. They said they had the right. Not so! this is a private dirt road, I own all the houses, the renters have no right to give permission for anything. They should be paying me rent on my land as most of my renters are using Frontier internet. now. Frontier has cables strung across my yard, my driveway and my street. I asked them to remove the exposed cables, so they ran another cable underground and did not connect it on either end,,,,,totally useless.

  Business Response

  Date: 09/27/2023

  September 26, 2023

  Case: 20622077

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

  According to the complaint:

  The customer expressed concern regarding data service that he requested to have disconnected and cables on the property that he wishes to have removed. 

  A review of the customers account confirmed the customer requested to have service disconnected on July 17, 2023.  Previous account notes indicate the customer could not validate the account and therefore the account was not disconnected. The customer will be issued credit back to July 17, 2023. 

  The customer will be required to return the ****************** data equipment to avoid unreturned equipment charges.  Additionally, a $50 restocking fee applies+ per household when internet service is disconnected.

  A site visit has been scheduled for September 28, 2023 to address the cable on the property.

  Amara H.

  Frontier Executive Customer Relations

  Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues

  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint issue started 8/18/23.Phone lines were down for my stardust nails salon, which heavily relies on phone calls to make appointments, pricing, and walk-in clients.Decided to give Frontier communications the benefit of the doubt of fixing the issue over the weekend. (Bad move) all while getting texts issue is being worked on and issue being resolved, about 15 texts messages.8/21/23: called in the A.M. FC can only credit my account only feom the day i called in and after 1 hour FC said they'll send a tech tomorrow between 8am-12pm. Partially satisfied spoke with ******* and *********8/22/23: will be calling everyday, around 10am no one shows up yet. Call in to FC and spoke to ****** (supervisor), *************, and *******. Supervisor says the issue has been resolved and ticket has been cleared. Asked why I wasn't contacted and who cleared the ticket no resolve. Phone line still out of service. Asked to have a tech come out and was advised at least one week out. Dissatisfied. 8/23/23: called in 11am spoke with ******** again, still no resolution and still a week out for tech to come out. Asked for Supervisor ******* advised service help is working hard to resolve issue. Still Dissatisfied.8/24/23: nothing but to wait at this point. Getting more frustrated by the amount of clients asking about our phone lines.8/25/23: still waiting on FC to resolve issue.8/26/23: tech comes earlier than expected named *****. Great tech checks phone lines inside and out, says there's power and service but phone still isn't working. ***** says he thinks he knows what's the problem and needs to head to the ************* hub and might be as simple as flipping a switch. Fifteen minutes later I get a phone call finally on the salon phone and says some kind of switch was jump off due to unknown problems. Approx 3pm?8/26/23: infuriated by the fact it was such a simple fix shopped around for a different company for service. Eventually canceling.

  Business Response

  Date: 10/12/2023

  Complaint #:  20654043

  Customer Name:   Stardust Nails/*************

  Phone Number:  ************

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

  The Complaint states that:

           ******** states he experienced a service outage on August 18, 2023.

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

           Frontier records indicate ******** reported a service outage on August 21, 2023.

           Frontier states a technician was dispatched on August 26, 2023, to restore service.

           Frontier spoke with ******** to confirm service restoral and to advise an applicable credit has been issued for the time out of service.

           Frontier states ******** has direct contact information should he have additional questions. 

  We trust this information will assist you in closing this complaint. We regret any inconvenience that ******** may have experienced because of the above matter.

  Sincerely,

  Frontier Executive Customer Support

• Initial Complaint

  Date:09/26/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We haven&#**;t had service since June 5th. Internet down on June 9th. They are wanting me to pay eventhough we don&#**;t have service. They told us that we would get credit for it and we haven&#**;t. The bill is nearly $500 because we haven&#**;t paid our bill--but why should I pay it if I haven&#**;t had service. They didn&#**;t give us the credit that was promised. We have spoken to the company several times.

  Business Response

  Date: 10/11/2023

  Updated complaint.

• Initial Complaint

  Date:09/25/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged for a service I don't have. Email from you tube stating I don't owe. Several attempts to contact Frontier. They put it back on you tube. Although @ one point they were willing to give me $100. Credit if I would call back next month. I said no. I was on.hold for 2 hours with no resolution. Now Im here with you. Please help ******************** ************

  Business Response

  Date: 10/11/2023

  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 was charged for ********** that she doesnt have.
  • **************** advised that she was initially offered a credit from Frontier, but she declined and that Frontier has referred her to ******* several times.

   

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

  • Frontier advises that all charges for Frontier provided services have been credited in full.
  • Frontier is a billing agent for **********, and any charges must be disputed with them.
  • Frontier initially spoke with **************** on October 3, 2023, and **************** advised that she would provide additional information. Frontier has not received any information via email, and **************** has not returned Frontier's follow-up call.  

   

  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that ************************* experienced as a result of the above matter.  

   

  Regards,

   

  *************************** Frontier Executive Support Team **********************************************|*************************

  Customer Answer

  Date: 10/11/2023

  I am rejecting this response because:  Frontier did not offer me a refund for the you tube charge. This email is from You tube support explaining that I do not owe the bill that they are trying to get me to pay. I have got nothing but the run around from Frontier Fiber. They send me links that go no where , transfer me to people that have no idea why i was transferred to them.  I have sent this email to frontier as well. I also have emails from Frontier stating that my new equipment that I requested was on its way. I did not make this request, I actually returned their equipment to them via **** I am stressed & frustrated. I originally tried Frontier Fiber as I am on a fixed income. I certainly can not afford what they are trying to charge me for. I have lost sleep over this.  I am asking for resolution on this. I do not have the services from you tube that Frontier is trying to charge me for. Please help.

  Thank you,

  *************************

  ****************************************;

  ******************* ** 25414

  ************

  Business Response

  Date: 10/18/2023

  Thank you for referring the rebuttal of ************************* to our office for review. We appreciate Ms. ***********;bringing this matter to our attention.  
  
  The Rebuttal states that:? 
  **************** advised that ********** sent her an email stating that she doesnt owe the charges on the Frontier bill.
  **************** advised that shes made countless attempts to resolve the issue.
  
  Frontier has reviewed the above statements and offers the following response:? 
  Frontier advises that we reviewed the email **************** forwarded from **********. However, Frontiers position remains the same.  
  Frontier advises that we spoke to a ********** agent on October 17, 2023, and they confirmed that when the customer processes their request to cancel the *** Sunday Ticket, they must acknowledge the reminder that it is non-refundable. This information can also be found in **********s terms and conditions: *****************************************.
  Frontier advises that although the ********** charges appear on Frontiers bill, they are directly billed from **********. **************** can reach ********** for any further disputes at ************.
  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 you in closing this rebuttal.? We apologize for any inconvenience that?*************************?has experienced as a result of the above matter.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past three years, I have asked for technicians to assist with low download speeds, as Im paying for 1GB and experiencing much slower speeds. Techs that have come out say they think frontier is overselling their service offering and cant help. *** asked for multiple techs to come out since, and they either cancel or dont show up. Ive escalated to managers and nobody calls me back. Separately, a tech came out and repaired a fiber line that had been cut by a sprinkler company next door. The line is exposed and not buried. It has been exposed for multiple months. I have called and followed up 4 separate occasions. My neighbor has followed up multiple times as well. The business is beginning to cause harm and emotional distress at this time for multiple parties.

  Business Response

  Date: 10/09/2023

  Complaint Number:  20653401

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

  Phone Number:  281-175-8812

  Received Date:  September 29, 2023

  Closed Date:  October 9, 2023

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

   

  The Complaint states that:  

  • ****************** advised that he is paying for 1 ************ and experiencing slower speeds.

           ****************** advised that he has requested a technician numerous times, and they either cancel, do not show up, or call him back.

           ****************** advised that a technician came to fix a fiber line that a sprinkler company had cut, and the line is exposed and not buried. 

   

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

           Frontier apologizes to ****************** for his service experience. Frontier is working on opportunities to alleviate customer frustration related to customer support and technical service.

           Frontier advises that the drop was completed on October 4, 2023, and a technician is scheduled to complete the cutover on October 9, 2023.  

           Frontier was unsuccessful in reaching ****************** by phone and email.

  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.  

  Regards,  

  *******************

  Executive Escalations Team

  ************, EXT:  1230047

  Customer Answer

  Date: 10/09/2023

  I have reviewed the business response and accept this resolution.  Frontier quickly remediated both issues once this was escalated to corporate.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a customer of ********************** for over 17 years, and it has been one nightmare after another. **************** as well as internet speeds, outages and blips have been horrible. They rarely delivered speeds and uptimes anywhere near the plans we were paying for.A few years into our time with Frontier, we were tired of paying the monthly lease fee for subpar equipment, so we purchased our own modem and router. Everything worked really well on our end, and we operated that way for many years. The downside was I had to spend nearly 30 minutes on the phone explaining our setup each time I had to place a service call (which was quite often). Various Frontier people along the way tried to convince us to use their equipment because they could then troubleshoot the issues remotely. Several years ago, we eventually we relented and switched to their modem/router combo unit. It is also worth noting that during all those years and all of those support calls, there was never an issue with our home network or equipment. It was always an issue on their end. Recently, a new company ran fiber optic lines to our area, so we jumped at the opportunity to join a company with better service and much better speeds. When we called to cancel service with Frontier, they said we would have to pay them $50, so they could refurbish their old equipment for another customer. This is ridiculous! That unit probably wasnt worth $50 brand new, and now several years later after paying monthly to lease it, they expect us to give them $50, so they can turn around and lease it out to someone else. That is THEIR equipment and is their responsibility to recondition it if they deem necessary.This is a spiteful act to squeeze another $50 from a customer trying to leave them. We will gladly return the equipment, but we shouldnt have to pay a dime to do so.

  Business Response

  Date: 10/05/2023

  Complaint Number:  20646038

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

  Phone Number:  ************

  Received Date:  September 29, 2023

  Closed Date:  October 5, 2023

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

  The Complaint states that:  

  • ****************** advised that he has been a customer for over 17 years and has experienced horrible service from customer service, including intermittent speed and connectivity issues.

           ****************** advised that he changed from using Frontier-provided equipment to using his router a few years ago. He would spend over 30 minutes on the phone explaining his setup when troubleshooting and decided to switch back to using Frontiers router.

           ****************** advised that when he canceled services with Frontier, he would be charged a $50.00 restocking fee and should not have to pay it as the equipment is their responsibility to recondition.

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

           Frontier apologizes to ****************** for his customer service experience. ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service.

  • Frontier advises that if you choose to use your equipment. Frontier will be unable to manage some or all your Frontier services, and the ability to troubleshoot remotely will be limited.
  • Frontier records indicate ****************** canceled services on September 21, 2023. He generated a closing statement on September 22, 2023, that does not reflect that he has been billed for the $50.00 restocking fee.  However, Frontier will monitor his final billing and credit the restocking fee if billed as a courtesy.
  • Frontier advises that the Equipment Restocking Fee helps to cover the expense of returning Frontier-provided equipment to inventory, which includes logistics, shipping, and refurbishing costs. A bill message was sent on February 22, 2023. Additional information can be found at ************************************************.
  • Frontier spoke with ****************** on October 5, 2023, to provide the above information.

  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience *************************** experienced regarding the above matter.  

  Regards,  

  *******************

  Executive Escalations Team

  ************, EXT:  1230047  

  Customer Answer

  Date: 10/05/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reguarding ***** Train account ************ for ************************************************************************ 2018 my Frontier Communications phone and internet service stopped working for hours to days at a time. During these times my phone would NOT ring, I could NOT dial out, and the internet was unusable. When the internet was working I was not able to get onto many websites which included the Frontier Communications website. This means I could NOT look at my Frontier Communication bills online. These problems were NEVER resolved!After all the hardship and expense I suffered from Frontiers failure to provide descent service I finally moved to a temporary living situation to get out of Frontiers territory. Being disabled my things were packed for me and put into storage. Now Frontier says I must return their modem or pay for it. It is in storage and will remain in storage until I am able to find a suitable home and move in.I paid for a modem long ago. Frontier says they changed their policy so now customers are billed if the modem is not returned, and I am supposed to know this because it is stated on the monthly bill. But I have NOT SEEN a monthly bill since Frontier discontinued paper bills long ago because I could NOT get onto their website due to their faulty internet service! I spoke with many, many, many Frontier reps and was refused the courtesy of being sent bills through email or mail. I have not been reimbursed for years of bad, bad service. Frontier representatives continually told me I would be reimbursed as soon as the problem was fixed. But the problem was NEVER fixed. The *** wants me to talk it out with Frontier, but Frontier will not setup an appointment to talk with me. I do NOT have 24/7 phone servicejust as Frontier did NOT give me 24/7 service even though I paid for it. So they can NOT call me at their convenienceI need an appointment to be at a phone. I left numerous messages and not one was acknowledged. I dispute the modem bill.

  Business Response

  Date: 10/03/2023

  Complaint Number:  20648423

  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 she is disputing a charge for unreturned equipment and would like that charge to be credited.

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

   

         Frontier advises that upon termination of service, a customer is required to return equipment owned by Frontier.

         Frontier advises that failure to return Frontier-provided equipment will result in the imposition of an unreturned equipment fee.

         Frontier advises that information related to recurring and non-recurring charges can be found at ************************************************.

         Frontier spoke with **************** on October 2, 2023, who stated that she will need to keep the Frontier-provided modem in storage until she is able to move into a new residence.  Frontier informed her that as soon as the modem has been received into Frontiers inventory, the unreturned equipment charge will be removed.  Until then, charge will be sustained.

  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.

  Thanks,

  *********************** | Executive Customer Relations, OOTP O ************************ | *********************

• Initial Complaint

  Date:09/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier Communications does not allow for their customers to cancel their internet services without calling up and cancelling in person. They only allow for cancellations between the hours of 8:00 am and 5:00 pm when customers are at work. In addition they are charging me for a full month of service even though I have cancelled and they are not providing me with any service at all. They are charging me money for a service that is no longer provided stating that they do not ****************.

  Business Response

  Date: 10/03/2023

  Complaint Number:  20644723                              

  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 she is unhappy with the service she receives when she calls Frontiers customer service.
  • ****************** advises that she was billed for a full month of service even though she wanted to end her service earlier. 

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

   

  • Frontier apologizes to ****************** for her customer service experience.  ****************** is working on opportunities to alleviate customer frustration related to customer support.
  • Frontier advises that prior to termination, ****************** was billed and thus incurred charges through the end of her billing cycle.  Frontier includes a notification on their monthly statements that no partial month credits or refunds are provided for previously billed service subscriptions.  As a courtesy, Frontier has credited ******************** account from the date that she requested cancellation of service through her billing cycle end date.
  • Frontier spoke with ****************** on October 3, 2023 and advised her of the above information.

  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.

  Thanks and best regards,

  *********************** Executive Customer Relations, OOTP *********************|************************

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have internet service with Frontier. They provide me with 2mbs of internet service, the neighbor gets 25mbs of service from them. I've contacted Frontier (too many times to remember) about this issue and the only answer I get is "what service you have is all the service your getting". If I'm paying for the same internet plan as my neighbor then I should be receiving the same service.

  Business Response

  Date: 10/17/2023

  ***** style="font-family: Arial, sans-serif;">Thank you for referring the complaint of ***** style="color: black;">********************************* to our office for review. We appreciate their bringing this matter to our attention.

  ***** style="font-family: Arial, sans-serif;">The complaint states that:

  • ***** style="font-size: 11pt; font-family: Arial, sans-serif;">Mr. ***** style="color: black;">***** advises that he is provided with 2 M **************** and has been advised that that is the fastest service he can get; however, his neighbor has 25M. 

  ***** style="font-family: Arial, sans-serif;">Frontier has investigated the above statements and offers the following results of the investigation:

  ***** style="font-family: Arial, sans-serif;"> 

  • ***** style="font-size: 11pt; font-family: *****, sans-serif;">Frontier records show that the first inquiry of a speed upgrade was on 8/3/23. ************** was transferred to ******* Services; however, there are no records that an order was placed on 8/3/23.   
  • ***** style="font-size: 11pt; font-family: Arial, sans-serif;">On 9/29/23 an order was placed to upgrade **************** service to 18M for MRC $54.99, which is scheduled for 10/18/23.
  • ***** style="font-size: 11pt; font-family: Arial, sans-serif;">Frontier advises that an adjustment in the amount of $125.00 has been applied to Mr. ***** style="color: black;">Lipkos account as a courtesy to cover the last two months of ****************.
  • ***** style="font-size: 11pt; font-family: Arial, sans-serif;">Mr. ***** style="color: black;">***** subscribes to Frontiers Broadband Lite, 1M ****************, and he is provisioned at 3.2M. The service bills at the rate of $59.99.
    • ***** style="font-size: 11pt; font-family: Arial, sans-serif;">Frontier advises that actual ******** speeds and the ability to access various ****************s 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 *****>***** style="font-size: 11pt; font-family: Arial, sans-serif;">******************************************************************** style="font-size: 11pt; font-family: Arial, sans-serif;">.
  • ***** style="font-size: 11pt; font-family: Arial, sans-serif;">On 10/13/23, Frontier contacted Mr. ***** style="color: black;">***** to advise of the above resolution.

  ***** style="font-family: Arial, sans-serif;">Frontier values Mr. ***** style="color: black;">***** as a customer and has provided direct contact information should they have further questions or concerns. We trust that this information will assist in closing this complaint. We apologize for any inconvenience that Mr. ***** style="color: black;">***** has experienced as a result of the above matter. 

  Thank you

  ***** style="color: rgb(51, 51, 51); font-size: 10pt; font-family: Arial, sans-serif;">*************************** |  Customer specialist

  Customer Answer

  Date: 10/23/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  frontier offers and we pay for the 2Gbps internet. they have three routers, two of which the Sagemcom Fast ****, and the eero Pro 6, are not capable of 2Gbps over the wired connection (LAN) it is limited to 1Gbps **** third is the ***Link ****** AXE300 6E. this is capable of the *****s im paying for however Frontier refuses to supply this router. As of today 9/22/23 i average 950Mbps over the **** thats less than half of what im paying for. now the terms of service says that there is no guarantee *****s, i get that. there are a lot of factors that play into what *****s are delivered. but if you go to frontiers investor relations page (*************************************************************** ) i quote "For new residential Internet customers only. *** ***** capable range for 500 Mbps (******* Mbps download/upload), *********** (******* Mbps download, ******* Mbps upload), 2 Gig (1800-2000 Mbps download/upload) and requires 2 Gbps capable devices and wiring. *** *****s are wired. Wi-Fi, actual & average *****s vary." Frontiers own website says the " 2 Gig (1800-2000 Mbps download/upload) and requires 2 Gbps capable devices and wiring" yet over weeks and hours of calling and online chatting. they refuse to provide me with equipment that meet their claims to the public. i think my favorite and most damning evidence to support my complaint was the loyalty department members advise "just downgrade your service"

  Business Response

  Date: 10/12/2023

  Thank you for referring the complaint of ************************ our office for review. We appreciate this matter being brought to our attention.
  
  Frontier has investigated the above statements and offers the following response:
  Frontier advises on October 10, 2023 the Local Manager emailed ************************ regarding his concerns. The Local Manager advised that the ***Link ****** AXE300 6E is available to customers that subscribed to 5Gigs or greater not 2Gig subscribers.
  On October 11, 2023 a technician was dispatched and added a Sagecom router. The technician confirmed with the customer that he was receiving the 2Gig internet ***************** in the amount of $12.33 posted to the September 28, 2023 billing statement. As a courtesy, an additional credit in the amount of $77.66 was issued. Please allow 1-2 bill cycles for credit to post to the account.
  On October 5th and 12th, 2023 I left message for ************************ and provided my contact number.   
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that the customer may have experienced as a result of this matter.
  
  Sincerely,
  
  
  ****************
  Frontier Executive Relations

  Customer Answer

  Date: 10/12/2023

  I have reviewed the business response and accept this resolution. from where i sit, it seems there is a lack of knowledge by frontier employees in regards to the equipment yall support eg 4 service tech visits and hours on the phone and finally we have a solution.  im really happy we were able to resolve this cause i do really love frontier and i look forward to working together for a long time,