I want to offer a balanced review of my experience with Frontier, so you can be aware and decide if…read morethis is the internet company for you. I moved into a newer apartment complex in New Tampa and chose Frontier as my internet service provider. The customer service, setup, technician service, and service in general were good. No issues.
I recently tried to cancel my Frontier internet service because I'm moving out of state after 18 months. First, I checked their website to see if I could transfer service, but it wasn't available. Then I tried to cancel online, only to find out you can't--you have to call an agent.
After working a 12‑hour overnight shift, I called customer service, exhausted but determined to cancel by the end of the month. When I finally reached an agent, I explained my situation and asked to cancel. Instead of helping me, he stalled and kept pushing questions and sales pitches. He asked things like how I knew Frontier couldn't cover my new apartment, who was moving into my old place, and whether they'd want Frontier service. I told him repeatedly that I didn't have that information and that I just needed my service canceled.
No matter how many times I asked, he ignored me, kept putting me on hold, and followed what felt like a script designed to keep me as a customer rather than listening to me. I was frustrated, exhausted, and felt completely unheard. All I wanted was a straightforward cancellation, but instead, I was met with resistance and pressure. Finally, I was not getting satisfaction and ended the call.
I called back, luckily got another agent, and got my services cancelled. However, as a consolation prize, Frontier is charging me a $50 restocking fee after 18 months of use. What?
So, if you want consistent, good internet service, do not mind the runaround when you wish to cancel your services, and are okay with being penalized a $50 fee for returning the equipment, this is the company for you!
For the leaders of Frontier, please do better by your customers!
Thank you for your time to look at my review!