Frontier CommunicationsReviews 172

Im stuck with internet for a little. Going to go to another service provider. I did cancel the cable & phone today. After 5 1/2 hours. I kept being on chat and when telling them I wanted to cancel the two because of all spam calls and rebooting cable the chat wouls suddenly close. Keep in mind, the person on chat would say "keep chat open" which I did. I woyld get transferred to people within the char as well. They gave me a number to call too. So i called the number 40 minutes to 1 hour to talk to someone. 5 1/2 hours later I was still on hold. All the while getting back on chat. Well after the 9th chat & 13th person within chat I was supposedly getting help. I told them I done with your phone service & cable. They kept trying to delaying me saying the processing wasn't going through. To please be patient. Seriously be patient. I missed out on 6 hours of work and Im the sole provider. The whole time I was caring for others in home. Now I have to hustle and work even more hours to make up for money lost today. I already work 12-16 hours a day and now will have to pick up another shift to make up for the money. Im exhausted. Comments from chat the last person in photos.It took him 45 minutes to complete. It didnt take that long to set up.

I have had Frontier internet in my home for nine months.

RELIABILITY = ZERO
Throughout that time, I have dealt with the same issue of poor reliability: The wifi signal fails. It might be once a day, once every two hours, or once every 15 minutes. It's unpredictable. What is predictable is that the wifi signal will fail and the router will have to be reset.

CUSTOMER SERVICE = ZERO
I have scheduled appointments with service techs to come and resolve the issue. However, on two occasions, the tech has never showed up. This is a second home for us, so I have to drive three hours to be here. The rudeness of not keeping appointments and the lack of accountability of their service techs is mind-blowing.

SPEED = ZERO
Adding insult to injury, the available internet speed that Frontier offers for this area is literally 5% of the speed of other providers. Unfortunately, until another service is installed in this area, this is the only option for us.

VALUE = ZERO
The service is $40/month, which is reasonable. However, we rent this house out as a short-term vacation rental when we are not here, and the poor wifi service is the #1 complaint from our guests. It is embarrassing that we cannot get this resolved.

ELEVEN DAYS without internet from 8/14-25/22 with no updates, no cause for outage. Customer service had no clue but to robotically assign a repair date ELEVEN days later. Zip code *******. What's more to say?

VERY briefly and only the main problems:
This is Frontier..."everything is always fine" with them, but the whole internet is sh*t, or yes we see something issue and we working on it and we fixed, but still same everything. This is mostly in Florida. I usually have 40-90% packet loss and 10 pings at idle which jumps to 170 ping all the time. (2 different accounts in 2 different houses) According to them, and according to their advertising, Frontier is the best isp for online gaming in the US, but they say this is not a problem, this "small" pocket loss and ping jump cannot be a problem, and they do not guarantee that this will not happen.
We have been corresponding with them and the FCC for months. They constantly lie and mislead us and the FCC.
But they don't want to and won't do anything to fix the internet. If you are looking for internet for something, NEVER choose Frontier, especially if you want to play online games.

And... Eero router and maximum speed... Interesting. No matter what happens, the speedtest built into the eero router ALWAYS gives maximum speed, while other sites, e.g. speedtest.net, on any server, instead of 1 gig internet, DOWN 200-500mbps and UP 100-300 mbps. BUT eero still writes the maximum speed... Interesting:)
All this with fiber optic and connected with an LAN cable

FINALLY HAD TO ASK THE CHAT-BOT WHAT PRESIDENT WAS ON THE PENNY TO GET A HUMAN RESPONSE. AFTER 30 MINUTE ON HOLD AND IN CHAT HELL. STILL DIDN'T GET THE ANSWER TO THE ORDER STATUS BECAUSE I DIDN'T HAVE A PIN NUMBER, ASKED CSR TO HOLD CHECKED THE BILL, OUR ACCOUNT DOESN'T HAVE ONE. CSR HUNG UP ON ME BEFORE I COULD TELL THEM NO PIN NUMBER... TERRIBLE CUSTOMER SERVICE. 0.0 STARS...

I have had Frontier service for years. About a year ago they increased the rate on my service without notifying me and switched me to paperless billing without my request to do so. Despite my requests to receive a bill, they never changed it and never even sent me an electronic bill. So I continued to send in the payment I had always been paying every month. After a year they had a collector call me to demand payment for the difference in what they increased it to and what I had been paying, plus a slew of late charges. I spend several hours on the phone over a few phone calls trying to find out how this is possible only to be shut down every time with the answer that it is my fault for not keeping track of the payments. Well, they never notified me of anything until a year had passed and requests to receive paper statements went unanswered. This is absolutely the worst customer service and I think what they have done is actually criminal. If you choose to do business with this company, I highly suggest that you watch your back because they do not care one ounce about their customers.

Installation was a nightmare. They wanted to come back another day because they didn't bring the correct equipment with them. The other 2 houses on the cul de sac both had Frontier but yet there was something screwed up in the in the lines. We came from out of state and only had the one day. Then the $200 gift card promo that I was supposed to get arrived after it expired and they refuse to replace it, despite my being told by multiple reps that it would be replaced. I honored my 1 Year commitment but they refuse to honor theirs. Very sleazy. Customer service was useless. Don't trust them.

I am on my third call to customer service since "upgrading" to 1 gig. Had plan for 500 mbps but NEVER got that speed either; speeds typically ran between 190 and 300 mbps. I placed the order to upgrade to 1 gig 2 days ago. I told the first c. S. rep I think I need new equipment for this and he said oh NO, you are wrong, just wait 24 hours and I'll do it from my end... next night still no 1 gig and still with slow 198 to 280. Second call to customer service and some guy in a noisy call center who spoke barely intelligible English kept doing repeated speed tests and had me unplug the modem. That was the second 30 minute call. No resolution. Today I have made my third call. Router reset then told I have to have new equipment (as I told the first rep on the first call). This is horse hockey. I would love to go with another company who actually speaks to their customers with their own employees and does what they say. The main source of my inconvenience is the incorrect information from the idiot at the vendor call center. None of the previous reps were hearing what I was saying. At least the third guy is attempting to schedule a tech visit.

For the past 5 years my landline & internet has been out more than in. Getting a credit is like pulling teeth with a tweezers. Finally in Feb & March our landline of 37 years didn't work at all. I dread even calling. I canceled the landline on 4-21-22.40 plus days out of service I got a credit of 70+ dollars, that took care of Mays internet bill and a 18.88 credit left for June. May 28th the internet went out till late day July 8th. We were told by the technicians over and over the lines are crumbling and they keep patching. This time it was a terminal. Technicians advised it may not be able to be fixed because a third party couldn't fix it. (And get another service) We decided we couldn't take it any more, after paying for streaming services we couldn't use, upgraded our date that cost an additional 40, and still couldn't stream services without an additional 50, we had it. I paid Junes bill, because I was promised a credit for the whole month and 8 days of May. We canceled July 9th. Was promised a check for those dates. Today I get a bill for 7-8-8-9. I call, 2 1/2 hours later and talking to a manager, they refuse to give me approx 70 credit. And I owe July- Aug
Bill, because I canceled one day within the service period. The incomplete manager said there was already an 18.88 credit in June, a duh, I was from my 5-7 bill. I asked how could I get a credit before the internet went out, then told me no record of it being out. Then policy they can't credit me,
This is what wrong with America!

While speed tests indicate a fast speed why am I seeing the spinning wheel and lag that I had with Spectrum at 200mbps. Wait times of 55 minutes to talk to a human normal. Billing dept sucks. I gave them my new credit card number two weeks ago and they billed mu old one, said I was in default and then billed me for 2 months. Should have read reviews before I switched. At least Spectrum only sucked half as bad.

Trying to get a phone line for my elderly parents, no one is being helpful. It should not take a call to the damn white house to get a phone line run. My parents are in their 80's and all I need is a regular land line run, they were suppose to come out 7/5/22 and do this, yet no one called, no one came and we sat there all day, I missed a day of work and other things that I had scheduled just to sit there an no one come. All the while they are charging an arm and a leg for a regular phone line... what happens if my mom falls and can not get help, what happens if my dad has a seizure and no one can get help... All because you did not follow thru with your work and did not have the care to call me and let me know anything about a third party verification! Again, this should not take an act of congress to get done, its a damn phone line people - get it together - Get knowledgeable people that care, that know who we need to call and make sure that the number that they give out is still in service (that would be common sense huh)

Everytime I go to pay my bill there is an issue. On top of that internet has been slow and crappy lately and has dropped completely for our entire area 2 times in the past two weeks. Now I'm dealing with a $#*!ed computer system that won't transfer me to an operator or the payment system, instead it drops my calls so I'm sitting here trying to remember my stupid password for the online account I never really use. I'm so sick of you company, sick of your $#*!ed computer system and I swear to God I'm switching if anything else becomes available, I'm about to start trying to call other companies to see if they want to plop a tower on my land that is how sick and tired I am of yall and I will have 100s of people begging to switch to a different company and I'll hand out the information like hotcakes, that's how sick all of us out here are of your company

Poor customer service. It is the weekend, so tech support is not available (for my dragging, insufficient wi fi). I will have to call back during regular business hours. The way I got through today to hopefully a "human" not a robot, was through chat. It was semi robotic BTW. I had another issue - being billed $2.99 for a paper statement this month.

45 minutes of long chatting with pre prepared answers. I did get a $3 credit for 6 months of paper billing. The idea is to go paperless for the environment, I understand. But an extra $2.99 is a penance for the customer who should have been warned ahead of time. It should have been included in the contract and part of the service fee, not extra; and Frontier should/could have offered a $2.99 savings if customers want to go paperless. Why do they have 4 pages for their bill? When my other utilities, water and gas, use one piece of paper.

My other complaints: Maneuvering their website is difficult. They also add to their bill a "recovery " charge that fluctuates. It is not a tax, or surcharge which stay the same every month; but it looks like it is income for Frontier. Why not add that along with their "paper fee" to the monthly service charge when offering the contract? It's deceptive.

I had internet which was decent for a couple years then had to switch to phone service for a work from home job and it's been a nightmare. First off, the technician who installed the phone and new modem for it took my old modem and didn't flag it as "returned", so they think they are charging me on my bill for "unreturned equipment" and refuse to take the charge off, some two months later. I tried to log into my work system today to work and discovered for some reason I am unable to receive calls even though I can dial out, so can't log into my system to clock in so thus far have lost three hours of pay and they can't fix it right now. Now I'm screwed. Thanks, Frontier. I won't be able to pay my bills now! So done.

Once again Frontier has proven themselves to be the poor internet provider. Their customer service and technical support are horrible. I've been a loyal Frontier customer for years since the took over from Verizon, even with my whole community pushing to get a bulk rate from Spectrum. I just upgraded to 1Gbps Internet service last week and today the internet and phone are both down. After an hour plus on the phone with support and escalating to her supervisor I will be without Internet and phone for 4 days until they can get a technician here. After showing my frustration to the support person Rachel and her supervisor Damien, his answer was there was nothing he could do about it, and I had to wait. Not the answer I was looking for. I guess no business is accountable these days and customers seem to be last. Very frustrating

After being a loyal customer for many years, I moved to a different state, I provided my new address in case of any balance, they kept sending the balance to my old address and my name end up on credit collection because of their fault.
When I called to work it out with the balance of late fees that I was being charged for months they said that nothing could be done. Frontier is a company that makes money out of their loyalty customers.

Frontier fios is the absolute worst cable/internet service on earth, equipment is junk, and sub standard, service is interrupted daily requiring reboot daily.Do yourself a favor go with any other provider then frontier

Setup appointment for them to come hook the internet up but they never showed called got hung up on 8 times even while talking with the reps i got hung up 3 of those times called back later do to frustration but only get to ahold of them for them to tell me they gave the port i was suppose to get away to another customer so now i have to wait for a customer to cancel their internet before i can get mine and their the only one in my area so its untelling how long that will be