My internet service says im paying for 3 mbps internet speed. i keep getting speeds like 1.25 or .80 mbps and almost every night my internet and DSL lines jst quit or drop past 10:oo pm. fix it now

I called Frontier back in September, 2011 and was wanting internet. The sales representative said that I would have to have dial-up due to where I live. I am a full-time student online and have three boys 6, 5, and 2. Their dad works full-time and over time all the time. I let her know this and how badly I need the internet for my schooling. She set up the landline phone even though I didn't want one. She explained I needed it for the internet. She gave me all the information to plug into my computer for the internet. I waited the three days she told me to wait it never worked. I then called Frontier back to find out what was going on with my order. She told me it should work give it another day or so. I did, it still didn't work. I called back again and the representative told me I would have to pay over a month in advance or wait for the first bill to come in and pay for it before I would get the connection. I needing the connection the day I called, told her no way. If your representative would have been honest and explained all of this the first conversation we had I would have told her no thank you and kept shopping. Now they have charged me over $209 for a phone I never wanted and never used. I had the phone shut off that same day. I received a phone call in December, 2011 from Frontier asking me to connect, my phone again. I told them no. I am now being told that my phone wasn't shut off until December that is why I owe so much. My queation to Frontier is, how can you call mr in Decenber asking me to please continue my service and then accuse me of not turning my phone off until December? Telling me the bill is valid. If so where is your recording for quality purposes in December that I shut off my phone then? You don't have one for then, but you do have one for September, 2011 when I told you I didn't want your phone if I couldn't have the internet. This bill is not going to ruin my credit. I will pay an attorney before paying a sleezy, dishonest, non-caring company. I have all my unvalid bills for proof and will go through all means possible to prove that you are liars and thieves.

I have been a Verizon customer for 15 years. Recently Verizon sold their land line and internet services for our part of the country to Frontier Communications. That's where the problems started. Soon after the switch was made to Frontier I received a promotional card in the mail to receive a phone/internet bundle at a price lower than I was already paying. I called Frontier but was told since was not a new customer I did not qualify for the deal. The represenative told me however that I could switch to a faster internet service for 69.99 which would save me about $5 month. I said no-brainer, make the switch. My next statement came and it was for $88. I called Frontier and was told that the bundle price is $69.99 + taxes, surcharges, gratuity, etc. I got nowhere with the representative I was talking with so I asked for Genivie's supervisor. Her supervisor, Dalton, came on the phone after about 10 minutes. He was real jerk. (I guess I probably wasn't real nice by then anymore either.) I asked to go back to my old plan for $73 but he said that I would be breaking my contract and the cost for that would be $160. I asked to have my original conversation reviewed (they always say they may be recorded) but he said those are for training only and not all are recorded. He went on to say that was sent paper work in the mail with the new rates and that by not replying to the charges listed on their I had given my approval for the new charges. he said I had 30 days to review them. Well it just happens that 30 days from the time I would have received the papers would be several days from this call. So I said well my 30 days aren't up yet. He quickly said, no, it's 30 days from when you make the change, not from when you receive the paperwork. So it was past the 30 days by 2 days and he would not let me go back to my old plan without the penalty.That's the policy! The original representative had offered a $15 month discount for 12 months. Dalton said that was an invalid offer and he would not honor that. So again one of their employees made another offer that was not valid, just like what was made on my original phone call. I'm dropping Frontier and going to someone else. I asked Dalton if he wanted a happy customer? he wouldn't directly answer the question. This change to Frontier was a bad move for many customers.

I agreed over the phone to a DSL promotion from Frontier two months ago. They have not honored their original promotional package fees and have erroneously billed me overcharges for three months’ statements now. Two months ago, the overcharges amounted to $137.20. Last month and this month, they amounted to around $20 each.

I agreed to try DSL for an introductory cost of $24.99 a month for High Speed Internet Lite and $4.50 for the modem rental. Two months in a row, they charged me $39.99 for the Lite package and $6.99 for the modem rental. This is not what was promised in a taped phone call or in subsequent calls. They have thus far refused to fully reimburse me for those overcharges. They also offered a $34.99 installation fee and charged me $134.99 on my bill. That $100 was taken off after two phone calls to two different representatives.

Frontier then charged me a late fee of $2.06 the next month for not paying their overcharges, and for no valid reason since I had paid my bill in full, the amount they told me to pay, by phone. After grossly overcharging me on my bill two months ago, the bill was adjusted down $137.20 (the amount of the original overcharges) and I paid that bill, so I was not late in payment. They still haven’t removed the other overcharges.

They also charged county, state, and federal taxes on amounts that were too high to begin with and I have not seen where any of those taxes were adjusted down.

When I received the first inflated bill, I called Frontier’s office “residential” phone number (1-800-921-8101) and listened to scrambled menu messages that were almost impossible to understand for fifteen minutes until I couldn’t stand it anymore. Then I called back to the same messed up menu messages and waited another five minutes with no answer. I then called Frontier’s “business” number and after several menu choices, the phone went into a busy signal and no one ever answered.

I then emailed Frontier on their website “contact us” link, wrote about this experience and the overcharges on my bill, and I have not heard anything from Frontier by email or any other means from that correspondence. I again called the 800 “residential” number and I was put on hold for five minutes, with annoying harsh music and no promise of a person coming on, so I hung up. Since I had no way to contact Frontier, I wrote a letter which they also never responded to. I have now written another letter, and I have emailed both letters as well to their online customer service for my second time contacting them online. I also filed a complaint with the Federal Trade Commission.

This month’s bill did show a credit of $11.50 under “Other Charges” and then the account was billed “$11.00” for “Subse Sv Order Chrg-Res NRC” under “Other Charges, ” so in effect most of the credit was re-billed in the same section. I have no idea what the charge or credit was for and there is no explanation. So I received one credit only to have it taken away, and with no intelligible explanation as to what it was for. And the bill still reflects the same overcharges.


In a time of cell phones replacing landlines, and during a down economy, I would think that good customers would mean something to companies. I am seriously considering getting a cell phone, satellite hook-up, and doing away with any services that require me to deal with Frontier. For two years, Frontier tried to get me to sign up for their DSL service. Now that I have, I have been treated very poorly by their company ever since.

I have had Frontier as my phone provider for almost 13 years and I am treated this poorly as a customer. Someone needs to do something about the way phone companies no longer treat customers as human beings, and how they fraudulently charge customers extra fees and then provide no viable recourse when they are caught. I would not recommend this company to anyone anymore.

Called company on 10/9/2007 to cancel my service because my financial situation has changed and I am now retired with very little income (I explained this to the rep) but rep informed me that I couldn't do that because my service was on a contract together with my internet. He said that I could save money if I cancelled my long distance. At this time I asked if I would be penalized and he said no. So I cancelled the long distance to streamline my bill. When I returned from my vacation on 10/28/2007 I found that my current bill was in the amount of $370.14 and last bill was $159.01. Instead of going down it went up. I was tagged a penalty fee of $200 plus. The supervisor said that to remove the fee I would have to add another year to my contract and go back to the package I had before the change. There was no compassion. The rep I spoke with said he wasn't illiterate when I questioned him about the procedure and the supervisor said that that was all she could offer me.