Frontier Communications

trouble company to deal with — from the office customer service to technical people have no idea how the slow internet speed (I’m talking SLOW) has effected our business. They have been in our site three times for the same thing and they could not solve the problem.
This is crazy.
I do not recommend this company

HORRIBLE EXPERIENCE!!! Stay away!!! I bought a plan over 2 months ago. I still haven’t received the right modem package. I signed up for the $ 29.99 Internet plan and they are trying to charge me $ 90 for the first month and I haven’t even gotten my Internet set up. ($ 30 initial plus I just got an email billing me another $ 60) horrible service, noone can understand me and what I need and I am being cheated and charged more than the price I was promised. They said they’d send me the correct internet package and have it delivered in 8 – 10 business days. its been 3 weeks and nothing. I am waiting to get internet up and running before moving into my new house so I am losing money here because of them. I regret ever trying to save a few bucks and going for the cheapest service. NEVER AGAIN.

When Frontier took over, the Caller ID disappeared from my screen showing who was calling on my phone. The service rep transferred me to another line for someone who could address that problem. I listen while that number rang for over an hour — no one was home there.
Next they added a Dashboard screen whenever you started up. I guess so many complained they finally got rid of that.
In it’s place we now start with a blank screen that tells us to enter restart or press Menu to watch TV. Half the time the Menu option does not work so we have to restart the TV and hope we don’t get the same screen. Usually we do and have to keep restarting until the TV works.
What doesn’t Frontier understand? When I turn on the set I’m planning on viewing TV. Why would I need to use Menu to complete that action??? Frontier, please get out of the way.
Jim Clark — Torrance

If I could give zero stars I would. This is probably the worst company I have ever dealt with in my life. I’m so sad as a Fios customer I was handed off to this company where they are the rudest I have ever dealt with. When I tried to tell them there was no bill cause of my zero balance online my operator asked «What my problem was? and Why was I arguing with her,» I gave her my card for the payment that didn’t exist. They couldnt tell me why it didn’t go through, (because I didn’t owe anything like I told them) but they assured me how wrong and rude I was over and over again. THEY ARE THE WORST. THE WORST. I WOULDN’T WISH THIS COMPANY ON MY WORST ENEMY.

Absolutely done with them. Internet out and the customer service over the phone was terrible. Finally someone here and the first thing they do is start to blame me that it was my fault due to new driveway put in, when that was done 2 weeks ago and my internet was out last night! Now it seems the problem won’t be fixed for 3 days! This is ridiculous and honestly the interest is always slow to begin with. If I’m watching Netflix no one better be on the Internet in our house… After this I’m ready to switch companies!

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.

Dear Oregonians, CA feels your pain!
Same sad service as reported all over the net & Frontier doubled my bill too — go ahead and give them your credit card or bank information so they can charge you as much as they want which is money upfront for them and you’re stuck battling for your money back (no way) — Verizon couldn’t care less about you former California customers — they showed it by selling you downstream to Frontier — known for 160M lawsuit settlement for bad service —
Consumer Protection Agency encouraging complaints regarding frontier service to also be reported on a state and federal level — and searching Unilocal will only show your city or local area (and if the location is reported closed by Frontier, then the reviews stop) so you don’t get to see the hundreds of other complaints in other cities/​states unless you look for them. The BBB has almost 3000 such logged complaints & shows New York as the main location — so I’ll be Unilocaling on their New York Unilocal page too.
Oh, and «being overwhelmed» isn’t a business plan or a viable excuse — Frontier knew what they buying, knew how much their excessive billing would be paid without challenge because most people abhor change and will pay excess just so they don’t have to find a new local phone option. They even know how many customers are expected to drop service & how many will put up with months of customer non-​service before moving on.
Captive audience, ransom level pricing (their letter was a lie about keeping the same Verizon prices), et tu Brutus?

Frontier took over our service in Glendora Ca from Verizon. There have been a series of billing problems and service problems. Each requires lengthy calls and waits. On the billing issue they did not credit a payment and suspended my account. They finally fixed it, the supervisor called to apologize, and then the «late payment» appeared again and the account was frozen by them. More calls. The internet service is sporadic and they keep pushing you to upgrade services.
ALSO, CRAZY overbilling ex: a $ 720 autobill for a $ 120 monthly bill.
I will likely drop these losers and go with a satellite system that works and use my cell phone. What a horrible service!!!

Was a TX Verizon customer caught in the switch over. Unlike others I have had no service interruption (I only use internet). My interest speeds are actually 15−20% faster than the ⁵⁰⁄₅₀ Mbps plan I am on.
My beef is with their crappy customer service.
The website doesn’t allow you to add or remove products and some things that should work on the site actually don’t.
Calling customer service seems to be the only avenue to get things done and that is a nightmare. The automated phone system doesn’t seem to always hear the keypad tones, the volume is low and hard to hear. Then I get transferred all around the company and possibly the world just trying to add a premium channel. Four different waits, four different reps and the better part of an hour.
I’ve got a bad feeling about this…

I am spending 5 hours on your stupid low efficient phone call. This is totally insane I can’t do anything just turn on the fk speaker phone and wait and wait and wait… What the heck that you Verizon sell your server to this shit company OMG. Btw while I’m writing this bs fk review I’m still hurting on hold with this observe customer assistances to get some installer install the Internet for me suppose to be done in 22days ago. Yeah thank you so much for your shuckest service ever.

ABSOLUTELY SHITTY!!! Don’t do it. Go to another company. I got stuck with them when Verizon did the switch (which I was not notified of by the way)
Tried to get in contact to see why they didn’t credit my acct with a payment made before the switch. 2hrs later. they act like they don’t know what the hell I’m talking about.
Tried to call to move services for my moveday. Haaa… I’m still on the phone now. They try to jump you to different departments, the phone «hangs up», 30min wait times (if you’re lucky), no one knows what to do or who to have help you. They basically go in circles. If I could’ve given no stars, or negative even, I would have.
I have no idea why Verizon would switch to this shitty company but I see a class action lawsuit in the very near future.

Worst. Internet. Provider. Ever.
I never thought it would be possible to miss Verizon, but thanks to Frontier, I really do. After spending three hours on hold and no service for days, I finally just cancelled my service.
Where do we sign up for the class action lawsuit?

Apparently, Frontier took over for Verizon in CA on April 1^st. My FiOS internet worked fine through April 7^th. Then I woke up April 8^th with no internet connection. The light on my router to indicate internet connection was red. So I figured Verizon must be doing maintenance/​upgrades in my area and I’d have service later that day. I went to my local coffee shop to get some work done. I bounced between a Starbucks and Panera in the same shopping center because of connection time limits. Finally went back home around 2 pm to find still no service. I’m currently working from home, so no internet means I get nothing done. I decided to be optimistic and figured I have connection by the next morning.
Nope. Woke up April 9^th to a red indicator light. I had breakfast plans with my parents so I packed up some work stuff and headed over. They also have internet through Verizon and their service worked just fine. I was able to get some work done and headed back home in the late afternoon. Still no internet. I finally had no choice but to call Verizon to figure out the problem. Using my cell phone, I logged into the online Verizon account only to find out that I was no longer a Verizon customer. I got redirected to
and I was not liking where this was going.
I just renewed my service contract with Verizon and the tech guy had just come to set up our upgraded equipment on March 4^th! How had Verizon failed to mention that our service was being sold to another company?!
I guess the contract I had with Verizon is null and void since after I was able to register and link to my Frontier account, billing says I owe $ 120 by April 17^th, but the billing details are not available yet. So, basically, Frontier says I owe $ 120 but they can’t tell me why, they just know that’s how much I owe, details later (if ever).
I finally found a 1(800) number, the wait time wasn’t too bad, estimated 25 min. The service tech spoke decent English, but we got our wires crossed every now and then. I was on the phone with her about 1.5 hours. We went through the same cycle about 3 times, with the same results (nothing got fixed) and then she was going to transfer me to another department. I was hungry and frustrated and refused to let my night go to waste when my hubby and I had planned to go out for dinner. I told her not to transfer me and I would call back the next day. She said she would document all the steps we took and diagnostics she ran on my account and that the next tech should be able to view the history.
Tomorrow will be day 3 with no internet, and since I don’t subscribe to cable or a landline, I have nothing else. If it weren’t for my cell phone, I’d be completely disconnected from everything.
Has anyone in CA, FL, or TX actually been able to get their service back up and running after it went down? I’ve searched, but all I see are posts like mine, no service and no hope of service anytime soon. I hate you, Frontier!

If I could give 0 stars I would. Check out their FB page… 10s of thousands of angry customers since this pathetic company took over Verizon Fios services 9 days ago. Nothing works, internet back on but as slow as the 90s. No caller ID, no on-​demand. All the content I purchased is gone.

It’s been 8 days since Frontier took over Fios in Tampa Fl, and besides the fact the they outright lied about having no interruption in service, I’ve been without Internet for extended periods of time, for no reason at all. On demand doesn’t work and now I get ONE channel on cable. The other channels instruct me to press B to troubleshoot, I do and it goes to the weather channel (which I’m again given a message telling me it’s unavailable) or I get a screen about caller ID or some other bizarre response. I don’t want their apologies, I want my service! My business has suffered greatly and I’m now paying for at least 8 days of service they have failed to provide. If I don’t pay my bill on the date they demand, they will charge me more but they don’t provide service and we’re supposed to say it’s ok? !!
I want a new provider, but I don’t have 5 hrs to sit on the phone while I’m transferred from person to person waiting on hold only to be told I can’t help you or we’re working on it..

I’m down no TV after Frontier high jacked FIOS from Verizon. On the phone with tech support for hours they say they have done everything they could and can’t fix it. Never had a problem for 9 years on Verizon FIOS.
The FCC needs to step in and fix this, these guys don’t have a clue, when I ask the tech to ping my cable box he does know how. They seem to be reading a script and have no technical experience.

Horrible, just horrible. The transition from Verizon to this bullshit company, making me have no internet for almost a week already and still nothing is being done to resolve this. If they had so much money to buy out the company they should invest in fixing this internet outage.
Seriously, still even now? The customer service does not help either they give excuses with no solutions to fix the problem or reimburse for the missing days of Internet. When is this issue going to get fixed and why am I still paying for no internet!!! If this doesn’t get resolved in another week you guys are just going to lose another customer of 100s whom already quit.
I hope your investment was worth it, since you’d rather not reimburse for the missing days of service and lose another paying customer as well.
May this company go down in riddens for the unprofessional transition and no solution, causing a disruption to students who need to do their homework, people who work at home, and other people who depend on internet and HASN’T had any problems with VERIZON.
At the end of the day, this company is complete shit and I wish I could give you guys a negative rating. If you’re still trying to be a hot shot company and go with the big leagues, you blew your first fucking impression.

I am in the process of moving, and therfore looking for an Internet provider in my area. Turns out it’s ether frontier or charter, both really bad options since both have been extremely hard to get a hold of and both have bad service. But frontier takes the cake! After waiting on hold for over an hr, I get this guy in the phone who has no idea what he is talking about. I can’t give me a real quote and has zero information about the products and services I’m looking for. What. Waist of time. Also having only 2 options to choose from is ridiculous!
Bottom line, check your provider options before you sign a lease.

Worst experience of my life!
Frontier recently took over Verizon in California. No information was given to the Verizon customers that this was taking place. Okay not a big deal but at least make the transition painless and easy. I’ve been on the phone for over 45 minutes trying to link my Verizon account to my new frontier account. I was transferred to customer service where I still was unable to get my problem resolved. The customer service rep was in Manila, Philippines with a terrible phone connection and I could only make out every two to three words. Finally after an hour of this I was informed that it would take 24 – 48 hours before the system would be able to process my request to link accounts. This leads me to believe that the next two years of my contract with frontier are going to be a stressful and trying time. I wouldn’t recommend this company to anyone.

I’m a pretty durable customer, but I’ve had about enough. I’ve decided to unplug, and this is the eulogy of my Cable/​FiOS TV viewing days.
Sales Experience — Deceptive. I got told I’d be out the door for $ 84.99/mo and a handful of fees, but with an upgrade to the next package at $ 99.99 I would get all me installation costs waived. Sounds great!
Installation Process — Poorly communicated and delayed. After two weeks somebody came and sprayed paint all over my yard, and then I got a call a week telling me I was a no-​show and that I had to call and reschedule… nobody had ever followed up with me to schedule the second part of the installation? I rescheduled… for a MONTH later. Should have taken this as a sign, but I wanted to support the development of a Comcast alternative.
Service & Equipment — Picture and internet work fine. HD DVR software is pretty clunky compared to the sleek stuff their competitors have. But whatever.
Billing –
* June ’15 Bill — $ 325. What happened to $ 99.99 with waived installation? Numerous calls left this unresolved, explanation of the charges vague, and the sales reps confused.
* July ’15 Bill — $ 325. Still confused. Honestly, I don’t blame them! This sprawling paper with a long list of line-​items being charged, and then a long list of offsetting discounts of a few dollars here and there. It finally got «resolved»
* Aug ’15 Bill — Credit of $ 190. …after we «resolved» it. That’s still over $ 580 for three months of service and close to $ 200/​mo…
* Sep ’15 Bill — $ 207. More phone calls. More hours wasted on trying to help the poor service rep try and figure out their billing. I explain I’m pretty much prepared the cancel my service. I get lots of apology and assurance.
* Oct ’15 Bill — $ 125. Fixed. Well, kind of. We’re still not at $ 99.99 but I’ll take it at this rate.
* Nov ’15 Bill — $ 135. Hmmm… ok, well that’s fine I guess.
* Dec ’15 Bill — $ 150. Up another $ 15? Strange.
* Jan ’16 Bill — $ 160. Up another $ 10. Started looking at alternatives. Started prepping my fiancé (who views more TV than I do) for the idea of «unplugging»
* Feb ’16 Bill — $ 160. Just got it. I’ve had enough, thanks.
… Unpredictable? Unethical? Deceptive? No wonder they want you to sign up for Auto-​Pay! Even the reps at times told me they «weren’t sure» what the billing amount would be due to the elaborate maze of charges, credits, promos, and prorates on my account. Unreal!
Bottom Line –
Could I call back and renegotiate the entire deal again? Sure. But I’m not going to. I simply cannot continue to wonder what the bill will be each month. I know lots of places play the promo and credit shell game, but these people screw you with it. We didn’t even make it a year, but we should’ve never started dating. All of the service reps were like friends who supported us and kept us in our wounded relationship. Yet, in the end, the core of this business has little regard for their customers. Goodbye, TV!
(Crossposted to their two area offices)