Telecommunications
Frontier Communications Corp.Information and Alerts
Accreditation Status
This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Service Area
- AL
- AZ
- CA
- CO
- FL
- GA
- IA
- ID
- IL
- IN
- KY
- LA
- MA
- MD
- MI
- MN
- MS
- MT
- NC
- NE
- NM
- NV
- NY
- OH
- OR
- PA
- SC
- TN
- TX
- UT
- WA
- WI
- WV
Alert Details
This business has 1 alert.
Pattern of Complaints
On May 13 and May 25, 2022, BBB contacted Frontier communications regarding a high volume and pattern of serious complaints. BBB received a high volume of complaints alleging cancellation issues, internet issues, phone issues and line exposure/construction issues.
BBB notified Frontier Communications about the pattern of complaints and asked the business to voluntarily cooperate in eliminating the pattern by providing a written response outlining the specific steps it would implement in order to avoid similar complaints in the future.
The business responded to the pattern of complaints with the following statements:
Cancellation issues – When a customer decides to disconnect their service, an email is sent with an estimate of charges for their final bill. This is meant to help set expectations. It advises the consumer of possible charges related to unreturned equipment, possible credits and the broadband disconnect fee as well as any outstanding balances due at the time services stop.
Internet outage issues – We are monitoring our equipment and the network 24/7 to identify outages and react as quick as possible taking safety in account should it be weather related. We have also started a marketing campaign in areas fiber optics is available to get people to switch over from the coper lines as it is usually more reliable.
Trouble getting lines buried – We have hired additional crews to help speed up the process and we stream lined the way we schedule which helps us get the next available crew out to a site as seamlessly as possible.
Important Information
Pending Government Action
The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government’s allegations, which have not yet been proven.
May 19, 2021, The Federal Trade Commission, along with law enforcement agencies from six states, sued Internet service provider Frontier Communications, alleging that the company did not provide many consumers with Internet service at the speeds it promised them, and charged many of them for more expensive and higher-speed service than Frontier actually provided.
In a complaint, the FTC and its state partners allege that Frontier advertised and sold Internet service in several plans, or tiers, based on download speed. Frontier has touted these tiers using a variety of methods, including mail and online ads, and has sold them to consumers over the phone and online.
The FTC’s complaint was filed with the attorneys general from Arizona, Indiana, Michigan, North Carolina, and Wisconsin, as well as the district attorneys’ offices of Los Angeles County and Riverside County on behalf of the State of California.
The complaint alleges that Frontier violated the FTC Act and various state laws by misrepresenting the speeds of Internet service it would provide consumers and engaged in unfair billing practices for charging consumers for a more expensive level of Internet service than it actually provided. For more details, go to the Federal Trade Commission's press release.
Pending Government Action
The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the governments allegations, which have not yet been proven.
May 5, 2022, The Federal Trade Commission has moved to stop internet service provider Frontier Communications from lying to consumers and charging them for high-speed internet speeds it fails to deliver. Under a proposed order with the FTC and two California law enforcement agencies, Frontier will be prohibited from tricking consumers about its slow internet service and required to support its speed claims. Frontier must also provide current customers with free and easy cancellations when it fails to deliver the promised speeds.
Connecticut-based Frontier advertises and sells digital subscriber line (DSL) internet service in several plans, or tiers, based on download speed. In a complaint first filed in May 2021, the FTC alleged that Frontier advertised that it could provide various speeds of DSL internet service based on the type of plan consumers purchased. Many of the subscribers to Frontier’s DSL service are in rural areas where they may only have one choice, or very limited choices, for internet service.
The FTC alleged, however, that Frontier failed to provide many consumers with the maximum speeds they were promised and the speeds they actually received often fell far short of what was touted in the plans they purchased. Some customers complained that it was difficult to engage in typical online activities that should have been possible under the plan they purchased. For more details go to the Federal Trade Commission's press release.
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