Frontier Communications customer service reviews

Read the reviews below to see the experience other people have had when dealing with customer service from Frontier Communications.

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Viewing Frontier Communications customer service reviews 1 - 25 out of 78
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07
Sep

Posted by Anonymous


on 9/7/23 at 7:28AM

I hope this is the right place. My bill for frontier communications Internet kept climbing so today, September 7 I called and spoke to Emma. While you may have many Emma's, this one works from home in West Virginia. She was courteous, knowledgeable, friendly, and got me a much better rate for a year on my account as I was ready to cut the cord. While everybody calls to complain, I want you to know what an asset Emma is to frontier communications. Not only was She helpful, but I thoroughly enjoyed my conversation with her and you are lucky to have her.

11
Oct

Posted by Anonymous


on 10/11/19 at 1:52PM

That main number is for Frontier emergency services. It's for issues like downed lines or poles.

27
Jan

Posted by Anonymous


on 1/27/18 at 5:58PM

Let's just start by saying I was a customer of Verizon for years before Frontier took over. Level of service has diminished immensely since Frontier took over. I had to move because of Irma having the same services as before (except changed to a private line - cost:$2.67 according to bill breakdown). Can you believe my bill went from $76 to $438(????) Initially, no one could say why...one representative had the audacity to tell me I should be grateful I get a discount (can you believe that). Finally, I asked to speak to a manager who got bill reduced to $300+ because of duplicate billing. I go tired of fighting because I'm a caregiver of dementia/stage 4 kidney disease person and have too much to be concern with. She assured me that it would be around $80 a month. The next month it was $82. Well, this month my bill is $180+ dollars. I called expressing concerns/bill history. The representative felt it was a little high too. I asked to speak to someone else who was checking on the bill. He found that I was being billed for 2 land lines (I had 2 land lines approximately 10 years before retiring, I've been retired 20+ years ????). He was checking on other things, and we got disconnected. I never got a call back. I tried to reach him but was unsuccessful in getting through as I had to leave for an appointment. I'll try again.

03
Dec

Posted by Anonymous


on 12/3/16 at 3:29PM

Lost phone land line on Saturday the 3rd of December. Cell phones done work at our house because it's too wooded an area. Drove till my cell phone worked and called frontier communications. Have my 95 year old mother with Alzheimer's and weak and frail. Have had to call 911 severe times because she keeps falling. Was told by their customer service that no one could come out till Friday December 9th. Seven days later! Explained to them and got a snippy representative who told me that if I want him to lie and say they could come out sooner he would. Told him about my mother and he said they'd try to expedite it but probably couldn't. I thought they were legally bound to service it sooner with a medical emergency. He told me he'd been there seven years and doesn't think they have to. Why am I paying for a land line that they're too busy to service!

18
Nov

Posted by AnnoyedBeyondBelief


on 11/18/16 at 12:39PM

Hi,

My name is Sara Pardey and I have tried TWICE now, to set up service with Frontier. The first time, I was charged an $84.00 deposit based on my credit rating. I was told the internet would be hard-wired and NOT Satellite. I required this due to a job opportunity potentially working from home. The date of install came, and I left work early in order to meet up with the tech....whom never came. I spoke with customer service, they called me a half hour before install to let me know that a tech would not be coming and that they do not offer hard-wired internet in my area. I was told by a CSR (GiGi) via chat that those services were available when I signed up for service. I was told on NUMEROUS occasions the connection was hard-wired with any rep I spoke with.

I lost the job opportunity because I was scheduled to test my PC with the company that night, and I was not hooked up.

I waited for my refund of my original deposit to set up service again.

Then, I set up ANOTHER order with Karmen. I was told by her that she would waive my deposit due to the hassle I had dealt with. Keep in mind, I did not ASK for this, it was offered to me. Install was set up for yesterday 11/17, after 4pm. I was told a tech would call me an hour before arrival. I left work early, AGAIN. Only to get home and find no tech was coming. I was told my order had been 'put on hold due to an old order' still lingering in the system. (This confused me since I got a conformation email stating that my 1st order was cancelled). I was told that I would receive a call back after the rep spoke with dispatch. I received a call back, but missed that call. I then went on chat today, and spoke with Kayci, who was extremely slow at responding and not very helpful at all. She told me that my order was on hold because I did not pay a deposit. (Remember Karmen promised it would be waived) I requested a supervisor, Shelly, and explained to her that she could review the chat history with Karmen and see that I was told the deposit would be waived. I told her I understood now that a CSR did not have the authority to waive a deposit, but explained that this was promised to me. After she demeaned me by basically telling me that because I have bad credit, I would have to pay the deposit.

I asked the supervisor, Shelly, to please send a transcript of Karmen and I's conversation to my email. (As it has always been offered to me after ending a chat). She then told me that she could not do that because of "policy". I found that odd. I also found it odd, that all of a sudden after I asked for the chat with Karmen, that the option to save my current chat with Shelly had been disabled. So, I copy and pasted it and saved it.

This is absolutely unacceptable, and unfair. I have been treated like garbage throughout all of this. Every time I call customer service I am told something completely different than the time prior. I have now left work early, with no pay, twice. As well as lost 2 job opportunity's because of this. Another company asked me to test my PC last night, when I SHOULD have been hooked up and ready to go. I was unable to do so.

03
Nov

Posted by Anonymous


on 11/3/16 at 5:24PM

Been a Frontier customer for quite a while. E mail service is the worst ever and your so called tech support is terrible-however many different techies you talk to is how many different answers you get! My email says receiving but it never happens and times out and says my POP3 server has failed. They recently raised my rates and the service is terrible. If you cannot fix your problems, I will have to change internet suppliers, or don't you care??

20
Oct

Posted by Anonymous


on 10/20/16 at 2:13PM

Soma power box was not working on a Friday so I called to get a tech and of course the soonest they can send a tech out was the next Tuesday. Tuesday comes and goes no call nothing so I call and oh they tell me we have to reschedule even though I sat there for hours after calling and calling and then telling me Oh yeah he has your ticket so we will move you to Wednesday... Wednesday it comes and goes not one phone call the only calls made were for me again to customer service customer service calls the dispatch and the dispatch promises me he will be there Wednesday night guess what Wednesday night comes and goes no phone call someone calls me on Thursday oh my gosh it's the dispatcher I see you need a tech unfortunately we can't make it today how about Friday afternoon... I am so pissed I will now pay the $10 a month extra to go to Xfinity

22
Sep

Posted by [email protected]


on 9/22/16 at 4:53PM

I have been in business as a management executive for 30 years, and I have never seen a poorer company to deal with as Frontier. Every time I call I get promises, but nothing ever happens. My lawyers indicate I should sue, but I would like to just end the relationship without damaging my credit rating.

14
Sep

Posted by Anonymous


on 9/14/16 at 6:54PM

My god ! Very slow internet speed. It is not worth what I had paid

08
Sep

Posted by Mad lady


on 9/8/16 at 2:01PM

I have been dealing with frontier since April regarding the poor and bad services they are providing and have had nothing but headaches I don't know how there still in business they should be shut down with the service they are providing how can a company charge for services that don't work right I have spoken to 3 customer service reps no Help what so ever and 2 Supervisors and still no help I have canceled my services with them I am just going to report them to the better business service maybe they can shut them down.not going to pay them a dime'

14
Aug

Posted by Anonymous


on 8/14/16 at 8:03AM

We've been trying sense Aug. 11th to get the Internet set up. We called a week Pryor to that to have it set up. They never showed on the 11th. We called they could not find our order number in the computer. They then said we had to pay a 35 dollar set up charge. Which they failed to tell us about the first 2 times we spoke to them which by the way was 2 hours long on the phone. They then promised to send them on Sat the 13th from 10-1....never showed. We called back they gave us the run around for another 2 hours on the phone said that they bumped it up and the technition would be there sat and he would call us first. ..it's Sunday the 14th...still no internet..back on the phone with customer service it's going on 45 min now....come on is this how you run a buissness?? This is poor customers service... very unprofessional I cannot believe this company is still in buissness...I'm asking for a refund for sure I want no part of this frontier company!!!!

12
Jul

Posted by Anonymous


on 7/12/16 at 1:41PM

We are new customers to Frontier Communications. Having recently purchased a home in Republic, WA, it was necessary to have a on site phone as my mother who is 97 yrs. old lives with us. I called into the Order Dept. and was told that the earlies possible date for service was 8/9/16. We are moving into the property 7/20/16 and needed service then for my mother's health care if needed. The home sits in a canyon and there is no cellphone service unless we drive 5 miles up the road towards the town of Republic. That time frame if an emergency happened is the time that my mother's health risk could be critical or even deadly. I was transferred to the Customer Care center and spoke with Nicole Klamer who worked diligently to just get us dial tone to the residence. I believe that she went above and beyond to help us. We had to take the internet off the original order to do that but just having the land line was the most important aspect at this time. We made arrangements to contact me again later in the week for the internet portion of the bill to be added. This was entirely acceptable to us. You have a very valued employee who listened to the immediate problem and helped to make us feel more comfortable, not only for us but for my mother also.

23
Jun

Posted by Anonymous


on 6/23/16 at 9:41AM

The Worst Company Ever! I Can't Believe Verizon Sold Us Out To These Jerks! No Phone Service, No Internet, No Tv - Cannot Contact A Person On The Phone....what A Mess. You Hold For 30 Minutes And No One Picks Up The Line!! We Gave Up And Switched To Time Warner - Not Going To Pay The Bills These Jerks Keep Sending Us!!

20
Jun

Posted by Anonymous


on 6/20/16 at 1:29PM

How are you guys even in business 3 weeks and three times you guys have cancelled on us and have not even set up or account you came over told holes in your walls and have not fixed or internet yet you guys are the worst internet service I have ever seen in my entire life

15
Jun

Posted by dvdine


on 6/15/16 at 4:41PM

You've managed too mess up each of my services (tv phone Internet ) to the point where I've had to find alternate providers for all three. How can you call yourselves a Communications company when you can't even keep a service working. None of them. after more than 20 plus hours on the phone trying to work with you people I've given up you can't even get my internet turned back on after inadvertently turning it off and closing my account. Your customer service is non-existent you might as well shut it down. I've given up at this point you've lost a good customer who paid his bill every month and it wasn't a small one mind you.You're a disgrace of a company. I will go out of my way to tell everyone I know to stay away from Frontier Communications.That shouldn't be hard because most of them know it already I have many friends and family members in the area.

14
Jun

Posted by Mrs Cooper


on 6/14/16 at 1:48PM

So, my internet didn't allow us 2 watch a thing without the constant stops to download & the landline has been full of static since the caterpillars showed up, I finally called 2day & spoke 2 Kevin, he said he put the service order in & a technician could be here by the morning... within an hour I received a call from the technician who was just a few towns away, by the time I got home from work my phone is static free & my Internet is flowing smoothly so far, thankful to them & the great service I received 2day & thinking I'll call much sooner next time I get the static....makes me wonder if it was those caterpillars??

07
Jun

Posted by GI Don


on 6/7/16 at 5:43PM

This is by far the WORST company I have done business with in my 68 years, with respect to customer service. They primarily employ off shore Asian companies to handle customer service problems, billing questions, etc. Which ensures frustration for all English speaking americans. They say "we can't hear you" whenever the conversation is too complicated or the words to tough for them to understand, and I have been "disconnected" or "hung up on" more times than I care to recall. Additionally hold times AVERAGE 40 minutes to one hour. In the final analysis they do not honor "bundle packages" that Verizon contracted to deliver, siting "transition" issues, while raising my monthly prices by 75 dollars without so much as a warning or an explanation. They are terrible!!!

12
May

Posted by Anonymous


on 5/12/16 at 5:38PM

Your service is AWFUL. Several chats. Several Calls. No fixes. A total waste of my time. MOving to Charter on Monday. Good luck with your business plans.

12
Jan

Posted by Craig Hamm


on 1/12/16 at 2:29PM

My home phone service went down due to a storm December 23rd.

I�ve found that ALL my neighbors were back up within days . . . after +18 days my service is still NOT restored.



During the following weeks there has not been any major wind, rain or snow that would cause further outages.

With no weather outages to keep your crews busy . . . WHY + 3 WEEKS TO RESTORE OUR SERVICE ?



Nearly 3 weeks we�ve been left with NO outside contact in the event of a medical emergency,

run our small business or stay in contact with friends and family . . . nearly 3 WEEKS !



Countless calls requesting help, countless ââ?¬Å?customer serviceââ?¬Â? repââ?¬â?¢s saying ââ?¬Å?we canââ?¬â?¢t get out there any earlierââ?¬Â?.



Thank You for absolutely the worst possible service.



Craig Hamm

Boieng Commercial Aircraft Production Engineering

31
Dec

Posted by Ally


on 12/31/15 at 9:53AM

Frontier still giving the same inadequate customer and product services since coming to Connecticut. Service down, given a 7 day earliest service ticket time. Asked if it can be expedited earlier, elderly and live alone. NO! Don't have a medical condition that warrants a speedier service call, therefore I can be without phone or Internet for 7 day's. Asked why the long wait, Its a holiday. NO IT'S EARLY A.M ON THE 30TH OF DECEMBER. FRONTIER you came in with lousy customer service and with all the complaints, reviews, newspaper articles, news reports, nothing has changed. So, I must make a change and end this holiday looking forward to a new service provider.

30
Aug

Posted by Fmg5151


on 8/30/15 at 9:21AM

I don't have any phone service thanks to you! I was told by your customer support rep that it'll be next Thursday(9-3-15) when they'll get to it!it better be sooner than that otherwise Comcast will gain a new customer!! Frank Galati

19
Aug

Posted by Anonymous


on 8/19/15 at 6:54PM

I called about my phone being down on Wednesday and they said they would have someone to check on it Saturday. Thank God for cell phones I would hate to think I had to rely on frontier in a life threating emergency.

28
May

Posted by BFK7DVY)


on 5/28/15 at 9:33AM

Even worse than AT&T - We had a tech onsite but never recv�d any word on what was done and what the issue was. Ticket numbers are not found in your online system. Your online chat was utterly useless and couldn't give us any information with the ticket #s and address of the location where we have had 2 techs onsite in as many months. This is an enterprise account far a international company.

19
Apr

Posted by Anonymous


on 4/19/15 at 7:09PM

This if for tech#265 Eric. I really appreciate his help to get my computer fixed after a virus hit. He and others helped, but he was the one who did all the final corrections. Thanks to all of you. The security was added to my lap top, but what about my desk top.

13
Apr

Posted by Anonymous


on 4/13/15 at 4:47PM

I just wanted to commend Frontier Communications for the respectful, understanding, caring attitude of your Customer Service reps. I did encounter issues that needed attention but every single person I dealt with was respectful and helpful. I can list a few names, some I did not remember but the ones I do, I thank for their help. Duanne the installer in Marysville Wa. Janet who gave me info, Haddy Fall? who I spoke with so many times in Texas was my angel in handling my issues. Anthony in West Virginia, Kim and a Christine. I understand that there can be problems and things can go wrong, that is life, electronics and sometimes human error but when you have quality customer service who are willing to use their time to solve your issue and alleviate your stress and the customer feels they have been heard and "serviced", it is most important in the relationship with the provider. I was treated so rudely with my precious provider and appreciate so much the standard of your true Customer Service. Thank you so much. Patricia Miranda

Viewing Frontier Communications customer service reviews 1 - 25 out of 78
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