Reach Frontier Communications Corporate Office 

Frontier Communications, Billing for Services that do not Exist. What happened is that there was a service ticket to remove 2 of our 3 phone lines from our service package. What happened is that our entire service was shut down Thanksgiving week. Winter, I am 74 years old at the time and no longer have any way to communicate. Had to borrow a cell phone from my neighbor to be able to call your office to see what happened. After about an hour and half being moved from one office to another someone finally was able to determine that my service should not have not been shut down.

Frontier Communications agreed to get to work on fixing the issue. Your solution – I would wait 10 days to get internet and phone back again and I would have to pay a re-connect fee. I was a customer for 14 years.

Frontier Communications,Charged me for Equipment they told me Not to return. In September 2024 we were flooded out by Hurricane Helene and had approximately 4 feet of water in the house from storm surge and sewage back up. It overtopped the Frontier Communications equipment and destroyed it. I reached out to Frontier Communications within days and was told to not return the equipment and to disregard any communication asking for it’s return. They assured me that my account would be marked as equipment not returnable/do not charge. Just days shy of 3 months later, on 12/20/2024 I was charged $160.50 for a piece of unreturned equipment. It’s now 02/03/2025 and I’m still trying to get my money back. I was told via chat by various persons in January that “rest assured we are processing your refund and you will receive your prepaid MasterCard in 10 to 14 days.”. And just today, after calling their Corporate number, I was assured by Kiana that I would get my money back in 14 – 21 Business days. Really? Last week, I spoke with Justin from escalations (also calling the corporate phone number), who told me it was already on the way and promised that I would receive a call back from him personally to follow up on 01/30 – 01/31 but no. No call, no check, no prepaid MasterCard. Nada, nothing. After having lost everything with Hurricane Helene and still waiting for FEMA to come through, having Frontier Communications debit this money from my account due to errors on their part was like getting a gut punch when you’re already down. What little resources I had left to try to replace even the basic essentials such as food, medicine, clothing, shelter was diminished further by this company’s action. This company has the worst customer care service I’ve ever encountered. Where I once would have recommend this company, I just can’t anymore. I’d go without if they were my only choice.

Frontier Communications, No service for 2 months due to hurricane – still charged each month – no person answers phone – robots answer. Hurricane stopped all service in area. No service from Frontier for months – but still charged. Denied my refund after calling more than 4 times – robots do not allow anyone to conneect – no one cares. Terrible company

Frontier Communication, has been mishandling my account since September 2024. It’s beyond frustrating! Time to escalate this to the corporate office and file a complaint with the DPUC. Frontier needs to go—we were better off with SBC.

Frontier Communications, I’ve spent over 2 weeks on the phone being switched from one department to another to see if I have Fiber Optics in my area. 3 people say I do, the majority say I don’t. There is another Fiber Optics Company working with Frontier that installed Fiber Optics to a house on my track just 2 houses up. 2 days of the phone calls I made to Frontier were over 3.5 hours long. The left hand doesn’t know what the right hand is doing. This is totally unacceptable! I finally convinced a supervisor to send me out another modem. I received it a few days ago. I’m paying for 23 to 25 megs of speed, but after doing a speed test on your site, it showed speeds of 11, 12, and 15. My streaming is down to 7megs. No one knows what to do? Each department has no answers and sends me to another department, and another, and so on. I know the Fiber Optics is run on the telephone lines and have been told it is connected to the junction box up the street. What will it take for a tech or linesman to verify that the Fiber is there and connected for use? These modems don’t last very long. I need corporate to get involved to push forward the people here in Rochester, N.Y., to see if it is visibly run from the junction box to the telephone poles and ready to make the connection. I am not some kid looking for faster speeds to play video games. I’ve lived down here since the house was still being built. I was 4 years-old. No customer should have to go through over 2 weeks of phone calls. Only corporate has the ability to put things on track. You’ve shown commercials on TV. I’ve also seen it on my computer. Why advertise if no one can answer questions about Fiber?