Frontiers customer service is beyond disgusting. I have had nothing but problems for a month, and the funny part is, I don't even have frontier yet! I have been TRYING to get Frontier service for a month now, because they are the only (Literally only, I have exhausted ALL of my resources) company that services our new address. They have cancelled my order 10 times, they no showed for their appt to install twice, every time I have been on chat (which has been at least 20 times, at least..) they tell me something different. First I had a $140 deposit because I supposedly had service with them before, which I never did. Then they waived the deposit. Then they no showed to the install so I called to get a new install and she made it for the same day-no show again. SHOCKER. So I got back on chat, they set up another appt and the next day I found out it was cancelled by Frontier. So I got back on chat with a supervisor and she told me it was because there was an outstanding balance from the previous tenant before me of $185, so that would need to be paid before they could even set up an install date. Mind you, this was a week AFTER the original install dates were set up, and this was the first time I was ever hearing about this. They had already set up 2 installs with no problem, yet now I have to send over my lease agreement to prove I had just moved there? Weird right? After that, they had to re-run everything and get my deposit waived again. When that order was cancelled, I contacted them by phone and the lady proceeds to tell me that there are no supervisors available to talk to, but we would need to put a deposit of $300 down to get service. First its $140, then its all of a sudden $300 when it was already waived? Fast forward to chatting with them on Monday (because that was a Friday) and they said the same thing. They sent over a waiver to waive the deposit. Again, the deposit was waived and 2 days later they had set up service again. When I went back on chat the next day to make sure my order was processed correctly, they said it was no processed at all. At this point I wanted to rip EVERY one of their heads off. So that chat rep put a new order in. When I went back to check if it had been processed they said the order wasn't finished, so they would have to do that and submit another waiver for my deposit to be waived. So they did that, service was set to be this Saturday, and when I called, they said the waiver had been denied and I now had a deposit of $131 to pay. At this point, my blood was boiling. The first rep told me there was nothing she could do, and in order to get service, the deposit would have to be paid. I told her I was not paying it and needed to talk to a supervisor. She put me through and he said the same thing. He said he would go over the chats and phone calls to see if the deposit really had been waived 3 times before, but ultimately, I would have to pay the deposit either way because it was already denied by their credit department. I told them I would file a lawsuit and I wanted the corporate number and address. What they are doing to people, taking money and backing them into a corner so they have nothing else to do, is wrong and I wasn't going to stand for it. I told the rep that I needed his badge number so I could call into corporate and let them know what was going on. At that point, he asked me to hold to see if he could do anything about the deposit. Finally, after waiting 2 HOURS, he told me "Good news! They were able to get the deposit waived! When can we set up service?" No one likes a lawsuit being threatened, I guess! Either way, they ran my credit multiple times, when I told them not to, which means I now had a ton of dings from Frontier on my credit. They also quoted me one price and then told me that the order was for a totally different price of $100 more. They told me that the first quote that I got was not in my area, that was a general quote, yet they had already validated my address when they put the quote in, and already made an order for it. At the very end of everything, they actually told me the quote was available in my area, and they also had one for $10 cheaper WITH a DVR included for 6 months. I mean seriously. No one knows what is going on there! They are a terrible company with terrible customer service. No one knows what is going on with your order. I would NOT recommend them! For us, we have to have them and I will NEVER go with them again once we move. I will stay out of areas that only have frontier because I am not dealing with this BS anymore. I know I am missing some events that happened in between all of this nonsense, but this is mostly what I can remember off of the top of my head. Stay far away if you can. read more

Frontier Internet: A Descent into Customer Service Abyss Let me preface this by saying that my experience with Frontier Internet's customer service has not just been bad; it has been an exercise in Kafkaesque absurdity, a masterclass in incompetence, and a blatant disregard for the customer's time and sanity. After enduring a soul-crushing saga just to move my existing service to a new address, I feel compelled to share my harrowing tale as a warning to anyone considering entrusting their internet needs to this abysmal company. Five calls. Five separate, agonizing phone calls, each stretching into an hour-long eternity. That's five hours of my precious life I will never get back, all dedicated to the seemingly simple task of transferring my internet service. One would think in this day and age, such a request would be handled with relative ease. One would be tragically wrong when dealing with Frontier. Each representative I spoke with seemed to operate in their own isolated reality, armed with conflicting information and a stunning lack of access to any unified system. One assured me the move was scheduled, another couldn't find any record, a third promised a specific installation date that never materialized, and yet another seemed utterly bewildered by the entire concept of moving service. It was like trying to piece together a broken mirror, with each shard reflecting a different, equally distorted version of the truth. Despite my repeated attempts to clarify and confirm the new address, the system still lists the incorrect location. It's as if my five hours of pleading and spelling were simply swallowed by the void, never to be acknowledged. This isn't just an inconvenience; it's a testament to the utter chaos and lack of communication within their organization. And the pièce de résistance? They had the audacity to shut off my perfectly functioning internet service a full day before the scheduled technician was even supposed to arrive to upgrade the equipment at the new address. So, not only was I left in the dark (literally and figuratively), but I was also paying for a service I couldn't use, thanks to their preemptive and utterly illogical actions. Let's not forget the delightful journey through their automated call hell. Press one for this, press two for that, only to be met with endless loops, robotic voices repeating the same useless information, and the distinct feeling that you are trapped in a digital purgatory designed to break your spirit. Getting a human on the line felt like winning the lottery, only the prize was the privilege of speaking to someone who was likely just as confused as you were. Frontier Internet's customer service is not just subpar; it is an active impediment to receiving the service they supposedly provide. It is a black hole of wasted time, frustration, and conflicting information. If you value your sanity and your time, I implore you to look elsewhere. Steer clear of Frontier Internet unless you have a masochistic penchant for enduring incompetence on an epic scale. They have not just failed to meet expectations; they have redefined the very definition of customer service failure. read more

I have had a terrible experience with Frontier Communications. I will leave the a summary, but for anyone looking for more info, please read on. TL;DR: Frontier pestered me to upgrade my services which would not only be fast but also cheaper. They left me without full service for a week where my practice was not able to properly receive and care for patients. Now not only is there no noticeable increase in my speeds (I had no complaints originally) my monthly bill increased by 30%. Full Story: I took over a practice from a previous doctor who, from my knowledge, had an account with Frontier for over a decade. They pestered him to upgrade his services, but he stood strong and refused to upgrade his services. After constantly being pestered about upgrading my services at a lower cost, I caved and allowed Frontier to upgrade my services. I had several technicians come out in a disconcerted effort as one technician didn't know that a previous technician had already come out to survey the site. Then the Technician disabled my services, and after I asked him several times to "please restore my services" he left the premises without any update. I was bounced around over 6 times. Their Small Business team as well as to an executive, Art, who was at least a little more helpful than the others. I was promised to be "escalated" to their escalation team but was left without service for over 4 days instead (wow such fast escalation). No matter how many times I called for support, they kept bouncing me around and saying I needed to talk to their Fiber team. Art was the first and only person to acknowledge that I may want my previous services restored. However, he forgot to give me my voicemail pin when they reset my phone line and kept telling me I could make outgoing calls without an access code because on his computer "it says it's fine". So apparently I should be able to make outgoing calls because their computer says I should be able to, even though I can't.... Lastly they offered me a $100 convenience credit (twice) which I never received. I asked Art why I can't make outgoing calls to Puerto Rico, and he said I needed to contact their customer service team. It's like no one there has any integrity and will pass you off to the next person until you give up and accept your fate. As a Business owner I don't have time to be on hold with them for hours on end. I promise myself I will refuse Frontier's services no matter what in the business and personal setting. I will gladly pay more for their competitors. I have explained to my patients and other doctors' practice why it has been so difficult to contact my office and will continue to give my recommendation on service providers for any new business owners. read more

When it is just a daily internet connection I have no claims to Frontier Fios internet for the price I have. But when it comes to any kind of set up or troubleshoot work it is a headache for a week or more. I spending so many nerves money and time to achieve some basic services like ROUTER TROUBLESHOOTING, OUTDOORS CONNECTION RECOVERY, MOVING SERVICES TO ANOTHER ADDRESS or even UPDATING ACCOUNT INFORMATION is pain!!! On April 4, 2018 I was transferred to Jard for 20 minutes after speaking with another horrible customer support representative and Jard wasn't interested in solving my problem. He immediately switched me back WITHOUT any reasons or confirmation. So I was 20 minutes more for waiting customer support help! Frontier Customer support AND Technical support is the WORST unprofessional rude people I ever met in my live they makes me suffer and beg for help to make my services that I paid for to work. 1) Frontier's call system is totally awful. It spend a lot of your time asking account credentials and verify information and after minimum 20 minutes of awaiting representative start asking all the information ones again! No call back feature is advising by the system as Frontier promising. 2) Customer support doesn't know what they doing. They looking for the moment to switch you to another department and all representatives trained to bounce you to each other with additional 20 minutes awaiting and info verification every time. Also only one thing is customer support interested in: SELLING you USELESS software and features. 3) Technical support can't answer simplest questions about troubleshooting process and trying to bounce you back to customer support. They never have an actual account information, their operating systems loading for 10 minutes every time to pull my account up. Always waiting and apologizes for not working software. By the way, these people speaking on ghetto slang with terrible accent and they chewing! OMG, Frontier let your employees have a normal lunch break! 4) Technicians not coming to your home at scheduled time, they just marking your ticket as completed and go away! For me it usually takes two or three times spread for 2 weeks of scheduling service to make things work. Bunch of unprofessional incompetent people! I strongly believe that there is NO professional trainings and quality selection actually held among customer support It seems they hiring anyone for cheap and all listed facts makes Frontier services dramatically poor. I don't believe this review will make any changes to Frontier's attitude to customers. There is nothing can be handled here, the company is disaster. read more

I lost all 3 of my services on Thursday May 5,2016 at about 1:30 pm. On Friday I called the 1- 800 number on my bill for help. I was asked to do many things in my house to try to fix the problem with no success. I was then told to make sure I was home as they would send someone out between 8am and 12 tomorrow. I did so and no show. I called back. LONG story short I called everyday several times a day for the same run around. On Wednesday May 11,2016 my husband went to the Frontier office on N. Dale Mabry. He talked to a very nice lady named Egnis Santos who worked with him. On Thursday she called him and said yes for sure someone would be at our house Saturday morning between 8am and 10am and they would call when they were on the way. When nobody showed up or called I was there in the store at 10am. I had my 25 year old niece at home to let me know when someone showed up. When I got there I found out that Egnis and the store manager Debanie were already in the back room working on finding out why the repair people hadn't made it to my house as they had said they would. Long story short I stayed there at the store until my service was repaired about 5:00pm. The manager Debanie and Egnis were both very nice to me and worked very hard to get my services back working. What we costumers don't know is that the 1-800 number is in the Philippines. That was where Verizon had it sat up from and part of the contract Verizon had with Frontier. Good news by the end of this year that agreement will be over and our costumer service with Frontier will be here in the states! I found this out from being in the store for all those hours. I found out something else while at the store. Every person that worked there that day were very nice and went out of their way to be nice to everyone no matter how nasty the costumers were to them. Every costumer I saw was truly helped and not given a run around. I now feel I have friends at the Frontier office on N. Dale Mabry and will always use them for my services. Thank you again Frontier and mostly Egnis Santos and Debanie Golden Roberta Washburn read more

I had been with Bright House (now Spectrum) for 3 years or so but recently they jacked up their prices and sort of just told me too bad. As things happen, I had just received a Frontier FIOS special offer, so I called them and made a deal. The tech was out here last week and did the install. I had FIOS when Verizon was the carrier and only dumped them because of their rate hikes! Anyway, the Technician was very sharp...nice guy and knew what he was about. I had him install 3 boxes but one of those was wireless so I could move around. I wanted to be able to put TV on my patio which is the farthest point from my router. I had never been able to get a wireless signal out there with Bright House (Spectrum), but he technician was sure it would work. Initially he set the wireless up in the master bedroom at the rear of my home adjacent to my rear patio. Worked fine there. He finished the entire install in less than an hour and left things very neat and everything operating. First thing I noticed since the change is my TV pictures are about vast improvement over picture I had with Spectrum. Picture is a lot sharper again. Anyway, today I decided to unplug the wireless from the tv in the master bedroom and try it on a small TV on the patio. It worked GREAT! Now I can watch TV by the pool if I like. I brought it back in to the bedroom and plugged it back in to the TV there so it was all easy to do...just like the guy told me. I'm very pleased so far....now let me see what my first bill looks like, then I'll know I wasn't misled. All of us know CUSTOMER SERVICE is everything with cable companies. The Technician who did the install was FANTASTIC. Professional and Courteous! In the coming months I'll see how the rest of the folks do their jobs as I get my bills and pay them and if I have any questions! read more

Frontier Communications has refused to help my grandmother apply for Life Line despite being asked to by Life Line, 4 days later they had still not contacted Life Line despite that being the correct process. They proceeded to blame my 80 year old grandmother and her microwave for the dropping house phone line, bad tv quality, and many other issues. They then harassed her on the phone over asking about Life Line again. The supervisor I spoke to was silent for 2 minutes on and on but would not take responsibility and kept yelling "I am not refusing to help you". Frontier gives the slowest service, the worst channels and my grandmother has been given so much stress from this she will never be using them again. Be warned that Frontier Communications REFUSES to comply with ADA and LifeLine and they are really nasty with the elderly over the phone, I was appalled to be in the room hearing how these people speak down to older folks. Do not use frontier, their staff have no idea how wifi works or what could interfere with it, they are uneducated in how any of their equipment works and they will almost always refuse to send workers out. They will be very nice for the first few months to new customers but then the mask comes off and you will be faced with the real amateur hour staff with awful attitudes. I cant imagine gaining anything from having Frontier Communications other than stress. If you are signing up an elderly family member, please don't fall for this company. They will harass and bully your family member like they did my grandma any time they call for support. These people are liars and will tell you anything they can come up with on the spot, and their service sucks anyways. read more

Take Frontier with you!! NO WAY EVER AGAIN! Unlike some of the horror stories I have heard about, our transition from Verizon to Frontier was seamless. The few times over the years I needed customer service, the service was prompt and helpful. That is until we moved. We moved in December 2018 to a new place. About a year earlier Frontier upgraded our cable boxes/router and we signed another 2-year contract knowing we were going to move and Frontier (supposedly) offers to transfer their cable/internet services free of charge to existing customers. Not so fast...somehow their records indicated a new install (not a transfer) at the new place. So they charged us a $360 cancellation fee to terminate the old contract. Considering we have the EXACT same Frontier services at out new home as our old home, you would think that the error would be easily rectified. That would take common sense, something that is not so common at Frontier. Needless to say it is now July 2019 (7 months later plus 1-2 times a month calling Frontier and spending countless hours explaining the problem over and over and over again) and Frontier has basically said we know it's an error but oh well, send us $360 or we will be sending you to a collections agency. Well Frontier...I hope you enjoy your $360! I will be taking my $175 monthly service over to Spectrum! Let's see....$175 x 12 months = $2100 in annual revenue to Frontier versus a one-time fee of $360. Brilliant! Bravo! Oh wait...Frontier stock is trading at less then $2 a share. Maybe they really need my $360? OR I can wait them out until they go under and switch for free! Freaking morons. read more

This company is absolute garbage. It was against our will to use them, as Verizon transitioned into them, unbeknownst to us. We have been with them for about 2 months now and the transition has been horrific. We are paying for a premium TV package and can't access any of the channels we're paying for, nor can we access anything on-demand and our movies come up too pixelated to watch. When I tried to reach out for assistance, I waited online in a queue of 40 people in a chat service and when my number was finally reached, the "technician" flippantly told me to call the 1-800 number. Frustrated, I called the 1-800 number and waited on hold for another 30 minutes before I finally received assistance. I was working with a tech who abruptly put me back on hold into the queue. I was so irate when I waited for another 10 minutes for somebody else to assist me and I had to go through all the same preliminary questions again, only this time, I must have been routed to an outsourced service because the woman's accent was so thick I could not understand her. After dealing with the communication barrier back and forth for at least another 10 minutes I ended up hanging up on her. I must have spelled my name 7 or 8 times, which is not a complicated name, and she just couldn't get it. It is absolutely impossible to get assistance and they know it. Clearly customer satisfaction is not their goal. This service is trash and if you do have an option I highly recommend going elsewhere. If you do go with them, expect nothing but the worst. read more

This has been one of the worst service installation experiences I've ever had. I'm truly at a loss. I don't know how Frontier stays in business. When I called for initial install, nice guy, good experience, except they gave me a date 3 weeks out! For cable?! Then, a few days later, they left a message, in very broken English, saying install would be another week out. So I called. I got a lady with a wicked accent. Hard to understand. She said the application wasn't done right, so they fixed it, but moved install out farther. I said, you don't have anything sooner?! She took a minute and said, this Friday. 2days! Uh, yeah! I'll take it. I got a confirmation the day before. Day of... Noon - 5, no one showed. Around 4.30 I called, the guy said he'd call installer then call me back. I never heard back, and spent literally an hour or more on 'eternal' hold. I'm so aggravated at this point. So, Sat morning, I can finally get thru. Nice girl, she said I'm already on the schedule for today before noon. Well, I have to work today. But, ok. I reschedule my day. Now, it's after 12, I'm on eternal hold again and no one has shown up or called or anything. I know their bill will get here on time. I wonder if I'll even have service by then. It really sucks that Frontier is the ONLY option for cable and internet in my area. I think they know that, and therefore don't really care if the customer has to wait. There's no choice. read more