Worst Customer Service
I contacted Frontier on Monday, the 23rd, to get help linking my Frontier account with my Verizon account. The representative I spoke with, Earl (last name possibly Andrew), told me I would receive a callback the same day. That callback never happened.What was more frustrating was the complete lack of knowledge. The representative had absolutely no understanding of the process. Zero guidance, zero clarity, zero ownership of the issue. I had to repeat myself multiple times, and it was obvious she did not know how to handle something that should be a basic account request.If a representative does not understand the service they are supporting, that is a serious training and management failure. Promising a same-day callback and then not following through only makes it worse.This was a waste of time and extremely unprofessional. I expected competence. I did not receive it.
Mel K.
Had the service for less than a year, it never works
Had the service for less than a year, lost Internet over 6 times during that time frame. Called to ask to cancel it and they kept trying to sell me more services despite it not working. Told me on the phone that my cancellation fee would be $58, I just received the email and it's now $111. Do NOT use frontier if you can avoid it
Christine Calvert
Frontier Communications lost me as a…
Frontier Communications lost me as a customer forever. I had to pay them to return their wifi router? Really. Why would I have to do that? Then threaten their customers if you don't return the wifi router I will be charge $250 to may account. Nice that its fiber connection but customer relations just suck and that comes from management tell employees to be just nasty to the customers. Also, customers that have been with the company for many, many years, Frontier offers nothing for retainership. They just jack up the bill asking for more even money, No incentives, no offers. No wonder Verizon is joining Frontier. They need that company to keep the afloat. Verizon should just cut the dead weight and let Frontier just die. Maybe a company with good integrity will fill the gab
Guido Zakaroff
Horrible
Horrible! I called to inquire about internet and tv services and after deciding against Frontier (no one speaks English) they started withdrawing $$$ from my bank account!!!I’ve never had service! Never received equipment! I’m fighting to get my $238 back! Never ever ever give any info to Frontier Internet customer service! You will watch your $$ disappear from your bank account.
Deborah
Customer service won't help you
Billing due dates are non existent with this company they send an email to tell you when it's due, but cut you off days before. The agents if you can reach them don't want to restore service even if you paid. This morning the agent simply stopped responding at all. They have yet to update my new email address within the system completely, they're still sending my payment confirmation to my old email. When I tell them they say it's been updated. But when I pay online it's still sending it to the old email. I can't troubleshoot with the eero app because they won't update my email so I can use it. Called multiple times to have this fixed. I'm about to explore my options at this point.
April Willis
This is honestly ridiculous
This is honestly ridiculous. Frontier has let me down again. I’ve had no internet since 10am. They said it would be fixed, but it’s still down. I can’t work, and this isn’t the first time. We’ve had this happen three times in the past year.I’m literally trying to use my phone hotspot just to get online. If you’re thinking about switching to Frontier, don’t. Seriously.I signed a 2-year deal for $40. After a year it went up to $50, then $60. Now I’m paying $64. There are way better options out there, cheaper, faster, and more reliable. With them, it’s always some kind of issue.Think twice before signing up with Frontier.
Dan
I would give a Zero if I can
I would give a Zero if I can. Scam you can not reach nobody make sure you read your contract make you sign quickly, verbally tell you one thing. I send you another in writen. Scamming people
dado miki
they scam you when you try to leave
I signed up for Frontier 2 years ago at $40/month, they jacked it up to $50/month a year later, and this year up to $60/month. I found a better rate elsewhere, called and cancelled on the 2/10 and they said a) I can't get money back for the rest of February b) there's a $50 "restocking fee"...they're a crummy company, bad experience.
Dan Fanelli
Terrible planning and customer satisfaction
Had some guys that didn’t speak any English come by. There were Joshua trees that were in the route that they needed to take to bury the wire underground, but their response to that was that they just ripped them out that would cost homeowners thousands of dollars down the line. Then they wanted to run it against the top of our fencing with no conduit. I was in an AV business for about three years and we have never done that we just go around any trees and we never leave bear wire exposed. Two weeks later they send a technician without any work even have been done and then they’re telling us it’s gonna be another week for them to get the permits to get started. The tech barely spoke any English as well.
Alexandria Ginn
Frontier Rep refused to cancel internet service request
Frontier Rep Andrew in their Colombia Retention Unit refused to process my internet service cancellation request, after over 1 hour on the phone back and forth. Rep Andrew spoke with a heavy Spanish accent, put me on hold 3 different times, just to keep stalling. Even after I told him many times that I wanted just to cancel, that our conversation was being recorded and that if he could not do his job, he should connect me with a supervisor. He kept repeating his offers and refused to process the cancellation. I told him that I would file a complaint and put a review on them. He still refused to do his job, kept repeating the same words.Please investigate them and have them to reimburse me for the wasted hours.Thank you.
James Cai
I wish I knew average review score was…
I wish I knew average review score was 1.2 BEFORE I signed on to 7 gig fiber with this awful company. I’ve never experienced such horrible gaming experience. I call and provide the proof and try run tests while on the phone but incompetent premium tech doesn’t know what I’m talking about and has very basic knowledge of networking. You can show 7.17 gb of bandwidth but if you’re in queue it won’t matter. This is what they repeat over and over. “I’m showing over 7 gigs….” 4 hours on the phone and no one can check my upstream interface for queue build up? What a joke. I had better gameplay while using 1 gig cable through Spectrum. Asked if AQM is activated on upstream profile and get the old “I’m going to transfer you to someone who can help”. ZERO HELP. Months later, hours on the phone…. Sadly I have to wait until they open on Monday to cancel. My advice. RUN FAR AND FAST FROM THIS PROVIDER. I doubt the Verizon merger will make it better.
Michael Lundquist
I canceled my unbreakable Wi-Fi…
I canceled my unbreakable Wi-Fi service, returned the equipment within a few days, and they are still billing me. Now they tell me that I need to contact them again after I get billed inappropriately and talk to them about canceling it. I have receipts from UPS, a message from frontier, and now a bill that continues to bill me for the canceled service. Talking to their chat service it tells me that I must contact them again after I am billed inappropriately. why can’t they just get it right?
Dr Michael Gendron
You rarely get what you are paying for
You rarely get what you are paying for. Lot's of downtime, an average of 8+ hour and 40+ calls to customer service with just jerks that don't know what they are doing. I HATE frontier.........they want your money, but do not want to provide the services you are paying for.........one thing they do well - consistently increase your prices - even if you are on a contract. HATE
C Cunningham
WASTE OF TIME AND TERRIBLE CUSTOMER SERVICE
I literally called them just to see if the new address I am moving to will have their fiber service available and it took them 18 minutes to tell me. They have two websites, frontier.com and frontierinternetservice.com. One website was telling me internet was available and the other wasn't. So I called them to find out and I went through 3 different ppl just for them to tell me it was not available. First person kept asking me unnecessary questions and when she transferred me, the new lady on the phone spoke only Spanish... Like what??? Then she transferred me to this monotone ass robot sounding guy and he took like 5 minutes just to tell me that the internet is not provided in my area. WASTE OF TIME AND TERRIBLE CUSTOMER SERVICE
Yanakorn Amaratana
Poor support
Unable to reach out to a support agent after a long wait.
Charles Johnson
Internet was out for 3 days in…
Internet was out for 3 days in December, 2 hrs with tech support and they were going to send a modem. Internet came back on and modem never came. January out again for a day 2 hrs with tech support, said a modem was coming. It came a week later. A week later it went out again for 3 days. I changed to Spectrum. Every time I called they tried to upsell me on faster internet +$25/mo for backup service, that's $300/yr to pay them for their bad service. When I called to cancel it took an hour, then they said there is a $50 cancellation fee I had to pay.
Roger Oquist
1 Star
1 Star – Extremely Frustrating ExperienceMy internet has been completely out for 5 days now. I have contacted Frontier every single day, and the only response I get is that they are “working on it.” No real updates, no timeline, no solution.For a company that provides essential services, this level of communication and reliability is unacceptable. I work from home and this has caused real disruption. At this point, it feels like customers are just being ignored.Very disappointed with Frontier’s service and support.
Tommy Scott
Horrific customer service
We are forced to use them because there is no other company in our area. Horrible customer service. Short hours of customer help. You stay on the phone for 10 min answering their questions to get help only to be told the customer service dept is closed.
Robin Seeley
I am rating the Frontier Customer service ONLY
I am rating the Frontier Communications customer service department 4 stars. I have been using their service for a few years now, and aside from the outrageous late fees, it has been suitable for my college courses, shopping, and gaming needs. However, today I was able to speak to an angel. Christian from their bill services department was not only helpful, but he was also kind. It is refreshing to know that he recognized my needs and did everything to figure out what was going on with the bill and my service in general. I am disabled and on an incredibly low budget, and he did all he could to, 1. help me understand what was going on with my bill, and 2. Fix it in the best way he could. He deserves to either have a day or two off, paid of course, or to get a raise and special recognition :) And that is what STIFFLERsays...
Jen
To charge someone after canceling…
To charge someone after canceling service is a crime. It does not matter WHEN they cancel. They should not be penalized for choosing another service provider. Who pays for things that they don't receive? I cannot recommend Frontier internet to anyone. They lock you in a contract after the promotion is over and then practically force you to pay for a month in advance despite stating that you no longer need their service. Buyer beware!
Dione Chase
