Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/21/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ordered frontier Internet on July second for installation on July 11th. On the day of the appointment, our appointment was rescheduled without notifying us. We had called the company and they had told us that we should have been called ( which we weren't), and gave us the new installation date of 7/16. On 7/16, our appointment was again cancelled without our notice. We called frontier to see a reason and they stated the line hadn't been run to the house yet, and the line would be run on 7/18. On 7/19, we had seen there was no line ran. On a previous call the representative stated we can call in on Saturday. We called in and the office was closed. We had called in today and the representative stated we have an appointment on 7/24, and stated they are "escalating the issue and HOPE it will be resolved on 7/24". We had been advised multiple times that we would be receiving a call from a dispatcher or local technician, but we have never received any of those calls. We have never received any communication for any of the appointments that were rescheduled, we had to reach out to the company ourselves. Each appointment stated they need an adult on site, so one of us is taking the time out of their day to not even be called. We have not been able to get in contact with local dispatchers, or anyone with the subcontractor that was supposedly working on our appointment. All agents at the company are stating that the issue needs to be resolved with dispatch, but we are not able to be transferred to them. We are not able to speak with the people that are supposedly able to fix our issue and assign an appropriate technician.

  Business Response

  Date: 07/22/2025

  Thank you for referring the complaint to our office for review.  We appreciate you bringing this matter to our attention.  
  
   The complaint states:  
  The customer states that he ordered ****************** Internet on July 2, 2025, and the service was supposed to be installed on July 11, 2025.
  The customer states that his installation appointment was rescheduled without anyone notifying him.
  The customer states that his installation was rescheduled for July 16, 2025, and that appointment was also cancelled because the line hasnt been run to the house.
  The customer states that he was advised by a representative that he could call on Saturday; however, when he called, he was told we were closed.
  The customer states that when he called on July 21, 2025, his appointment was rescheduled for July 24, 2025.  He was advised that this was being escalated and that hopefully, it would be resolved by then.
  The customer states that an adult must be home for the appointment, and this is taking time out of their day, as no one is showing up or contacting them.
  
  
  Frontier has reviewed the above statements and offers the following response:  
  Frontier has confirmed that the customer placed an order on July 2, 2025, for service.
  Frontier has confirmed that installation was delayed because the drop had not been installed.
  Frontier has confirmed that the customer cancelled the installation order because we could not guarantee that the service would be installed on July 24, 2025.
  Frontier apologizes to the customer for his customer service experience.  ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service.
  Frontier spoke with the customer on July 22, 2025, and gave the above information.   
  
  We trust that this information will assist you in closing this complaint. 
  
  
  Regards,
  
  Office of the President * Executive Support Team   

  Customer Answer

  Date: 07/22/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier has unreliable service, but even worse customer service. The staff is inconsistent, and rude, and the internet service is inadequate

  Business Response

  Date: 07/24/2025

  Thank you for referring the complaint to our office for review.  We appreciate you bringing this matter to our attention.  
  
   The complaint states:  
  The customer states that ****************** has unreliable service.
  The customer states that they have not received adequate support from our customer service.
  
  
  ****************** has reviewed the above statements and offers the following response:  
  Frontier has confirmed that the customer contacted us on July 18, 2025, to report an outage with her service.
  Frontier has confirmed that the service was restored on July 21, 2025.
  Frontier has confirmed that the customer reported another outage on July 23, 2025, that was restored the same day.
  Frontier has confirmed that a credit has been issued to the customers account for the outage and inconvenience.
  Frontier apologizes to the customer for her customer service experience.  ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service. 
  Frontier spoke with the customer on July 23, 2025, and she has been provided with direct contact information.
  
  We trust that this information will assist you in closing this complaint. 
  
  
  Regards,
  
  Office of the President * Executive Support Team   

  Customer Answer

  Date: 07/25/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In September, I entered into an internet service agreement with Frontier at the address *************************************. Per the terms of the agreement, I was provided with two weeks of free internet service, after which regular monthly payments were scheduled to begin starting from the fourth week.The service was installed and used for the initial two weeks. However, during this period, Hurricane ****** ****** the area and caused a complete outage of all utilities at my home, including electricity. As a result, continued residence at that location became impossible, and I was forced to relocate to another residence.I promptly removed the equipment and returned it to Frontier within the contractually allowed timeframe of three weeks. I also called Frontiers customer service multiple times to inform them that I could no longer use the service, as I had moved, and requested that the contract be canceled.Despite this, I have since started receiving notices from a debt collection agency, Credit ******************** claiming that I owe $228 for Frontier services.I firmly dispute this charge for the following reasons:I did not use the internet service beyond the free trial period;I returned the equipment on time, as required by the agreement;I officially notified Frontier of my relocation and the need to terminate the service.I believe this debt is invalid and any attempts to collect it are unjustified. I respectfully request that this matter be investigated, the charge be dismissed, and all collection activities against me cease immediately.Thank you for your attention to this matter. I look forward to a prompt resolution.

  Business Response

  Date: 07/23/2025

  The Complaint states that:
  
  ***** ********* advises service concerns related to the inability to use the service due to Hurricane ****** and disputing the final bill beyond the trial period.
  
  Frontier has investigated the above statements and offers the following response:
  
  On 10/5/2025, Frontier installed Fiber 1G service per Mr. *********** request.
  On 11/21/2024, the account was disconnected.
  On 12/5/2024, the Frontier equipment was confirmed returned.
  Frontier can confirm that on 11/1/2024, Mr. ********* requested to disconnect the service, which was on a trial basis.
  On 7/23/2025, Frontier issued $223.15 credit to Mr. ********** account to bring the balance to zero.
  Frontier thanks ***** ********* for allowing Frontier an opportunity to assist with this matter.

  Customer Answer

  Date: 07/26/2025

  Hello, I have reviewed the business response and accept this resolution.  Thank you for resolving this issue, thank you for transferring my balance to zero, This is absolutely fair. 

• Initial Complaint

  Date:07/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Lost phone and Internet on Monday July 14, 2025. It took several hours to report that I lost service. When I finally spoke to someone a ticket was setup for phone and Internet. The phone was two days later and Internet on July 22 2025. The day of the phone to be repaired , I had to cancel my plans to be home. Later in the day tried to contact frontier several times and when I did , I was told there was no ticket for repairs that day and the only date for repairs was on the 7/22. So I been trying to get the phone and Internet looked at since it went out. What is the problem with frontier that I can't get service repaired in a reasonable time. Told to go to the website for help, I have no ***************** My wife and I are in our seventies,we need service!!!!

  Customer Answer

  Date: 07/18/2025

  Received a call from Frontier this morning saying that someone will be here today. Thank you for your support in this matter. I will be in touch with more information when it happens. 

   

  Customer Answer

  Date: 07/18/2025

  Frontier came today and repaired my services. Thanks for getting this done for us. Everything seems to be ok. I would say case closed. ***** Hughes 

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier Communications has charged a large amount of money. No explanation of charges on bill.

  Business Response

  Date: 07/17/2025

  Thank you for referring the complaint to our office for review.  We appreciate you bringing this matter to our attention.  
  
   The complaint states:  
  The customer states that ****************** is charging her a large amount of money with no explanation of the charges on the bill.
  
  
  Frontier has reviewed the above statements and offers the following response:  
  Frontier advises that we have reviewed the customer's bill, and the charges are correct.  
  Frontier advises that we spoke with the customer on July 17, 2025, and provided a breakdown of the charges and balance for the customer.
  
  
  We trust that this information will assist you in closing this complaint. 
  
  
  Regards,
  
  Office of the President * Executive Support Team   

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to upgrade my internet access service with Frontier from 1 GBPS to 2 GBPS on May 13, 2025. I was told that I would receive new hardware to accomplish this upgrade. A few days later I received an empty box containing only a return label. In the two months since, I have never received any new hardware. My online account information was modified immediately to erroneously show that I had 2 GBPS service, and that Frontier wanted me to return the old hardware. During the next 3 weeks, I called the ****************** and explained the situation. Each and every time I was promised that new equipment would be sent to me. This never happened. I called again and finally was connected with an individual that understood how the system actually works. She explained that my existing hardware was adequate to achieve 2 GBPS speed and told me how to make it happen. She also said that she would get the Unreturned Equipment Fee ($300) removed from my July Bill. I now have 2 GBPS service, but the $300 Fee for Unreturned Equipment has not been removed. The individuals that I have been able to reach by phone are working in the ***********. The individuals with the power to correct this are working in the ***. It appears that there is NOBODY in the *** that cares about correcting this. And it has been impossible to locate and contact the CEO of Frontier to ask for his/her assistance.This is a copy of the section my July Bill showing the Fee that I am disputing.********** services My Premium Tech Pro $10.00 Wi-Fi Security Plus $10.00 Whole-Home Wi-Fi $10.00 ********** services total $30.00 One-time charges Broadband Unreturned Equipment Fee $300.00 One-time charges total $300.00 Taxes and fees

  Customer Answer

  Date: 07/17/2025

  I received a phone call from Frontier this morning stating that my account has been credited.   Therefore, I would like to thank the BBB for getting this matter resolved.   And to close this complaint.   Thank you.

  Business Response

  Date: 07/18/2025

   The complaint states:  
  The customer states that he upgraded his internet speed and was told he would receive new hardware; however, he never received any.
  The customer states that a few days later, he received an empty box containing only a return label to return his current hardware.
  The customer states that after contacting customer support several times, he was told that his current hardware would work at the new speed, and he was informed how to fix the speed issue.
  The customer states that he is being incorrectly charged an unreturned equipment fee.
  
  
  Frontier has reviewed the above statements and offers the following response:  
  Frontier has confirmed that the customer upgraded his internet speed on May 13, 2025.
  Frontier has confirmed that the customers existing hardware will work with his new speed; therefore, no new hardware was sent.
  Frontier has confirmed that the customer was sent a return label for his current hardware in error.
  Frontier has confirmed that the unreturned equipment fee was credited on July 11, 2025.
  Frontier apologizes to the customer for his customer service experience.  ****************** is working on opportunities to alleviate customer frustration related to customer support and technical service. 
  Frontier spoke with the customer on July 17, 2025, and advised him of the above. 

• Initial Complaint

  Date:07/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Frontier communications is the only Internet provider in the area. They are increasing the price but not the quality of service. There are no other options for Internet and they are taking advantage by price gouging and not improving the service. They said the increases on the bill are sufficient notice that the price has increased.

  Business Response

  Date: 07/17/2025

  Thank you for referring ****************** complaint to our office for review. We appreciate Ms. ***** bringing this matter to our attention.
  
  Frontier has investigated the above statements and offers the following response:
  As stated in Frontiers terms and conditions, charges for services are subject to change at any time.
  Frontier advises that the terms of service can be found at ************************************************.
  On July 14th and 15th, 2025, I left messages for Ms. ***** and provided my direct contact information.  
  
  We trust that this information will assist you in closing this complaint. We apologize for any inconvenience that Ms. ***** may have experienced as a result of this matter.
  
  
  Sincerely,
  
  
  ****** *.
  Frontier Executive Relations

• Initial Complaint

  Date:07/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  am filing a formal complaint against Frontier Communications for a prolonged and unresolved internet outage at my residence, combined with poor customer service and failure to provide timely technician ********** internet service has been completely down since Saturday, July 12, 2025 at 2:40 PM. My ***** ONT displays a red ALARM light and no PON signal, which Frontier support agents have confirmed indicates a total loss of network signal a failure originating on Frontiers side, not within my home or equipment.Despite opening Ticket #*******, and speaking with several representatives, I was told that no technician is available until Tuesday, July 15, 2025, between 15 PM nearly three full days without any internet access.This service failure has caused significant disruption:I rely on internet for remote work I have young children at home who require online access for communication and educational support I was given no alternative solution, no weekend dispatch option, and no proactive follow-up I have also escalated this to Frontiers executive team and CEO with no response.I am requesting:1.Immediate resolution of my outage 2.A formal apology for the lack of response and urgency 3.A full credit for the days without service ******** of Frontiers technician dispatch protocol for urgent outages ?Frontier Account #: ********************* Ticket #: ******* Customer Name: ********* *******

  Business Response

  Date: 07/14/2025

  Complaint Number: 23593175
  Received Date: 7/13/2025
  Closed Date: 7/14/2025
   
  
  Thank you for referring the complaint to our office for review. We appreciate you bringing this matter to our attention.  
  ? 
   The Complaint states:  
  I am filing a formal complaint against Frontier Communications for a prolonged and unresolved internet outage at my residence, combined with poor customer service and failure to provide timely technician support. 
  My internet service has been completely down since Saturday, July 12, 2025, at 2:40 PM. 
  
  Frontier has reviewed the above statements and offers the following response:  
  An Office of the President representative contacted the consumer on July 14, 2025, regarding this repair concern and confirmed that service had been restored on Sunday, July 13, 2025.
  An out*of*service adjustment has been issued to the account.
  ? 
  We trust that this information will assist you in closing this complaint.  
  
  
  Regards, 
  
  Office of the President * Executive Support Team   

• Initial Complaint

  Date:07/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Equipment restocking fee they are charging and we never had this communicated or contracted with Frontier Communications as we have been customers since December of 2015. Ordered in August of 2015. We went through the process of cancelling service tonight, 07/11/2025, and dealt with the first individual that only wanted to give us more credits or improved equipment. After communicating that we wanted to cancel and we already have another internet service company, no longer wanting service from them due to the service issues as well as prior credit commitments that never happened. He would not take the cancellation so my wife and I requested a supervisor. The supervisor came on the line and the first thing she said is "Why are you escalating this call" which set the tone that she was not going to address our cancellation without arguing. She suggested that her staff is required to do everything to save the customer however we very clearly stated the ship is sailed and we are done with poor service and even worse customer service. Promises for credits for service interruptions that never happened. Quick to collect and really not address customer concerns. Now we have a real service provider for internet so we are done. The last thing this supervisor brought up after stating they would be sending over a QR code for a *** package to send back the equipment is that they would need to collect a $50 restocking fee which we never agreed to or were we under contract to pay. The internet seems to suggest that this fee started in November of 2022 which was well after we started service.

  Customer Answer

  Date: 07/15/2025

  07/14/2025 *** from Frontier Communications called *************************).  She stated that the $50 fee covers their cost to return equipment via *** and has been in place for years.  I communicated that there was never anything stated when we signed up back in August of 2015.  *** then suggested she will approve a courtesy credit.  We will be billed in August for the $50 fee and then a credit for $50 will be processed.  At this time, we are satisfied with the outcome however I would suggest the Frontier Communications needs to get agreements in place to account for these situations.

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding an unexpected $50 equipment restocking fee charged by Frontier Communications after closing my account. I was a customer from May 2022 through June 2025 and returned all equipment as instructed. Frontier confirmed they received the equipment, and I spoke with a customer service representative who assured me there would be no additional charges. Despite this, I was later billed a $50 restocking fee.I have proof from a chat conversation with a Frontier representative who directed me to call their Loyalty team at **************, stating that they would be able to help remove the charge. I was also told to expect a final bill of $0 within 23 business days. However, after following their instructions, I was dismissed and told that nothing could be ******* no point during my time as a customer, nor in any service agreements I received, was there any mention of an equipment restocking fee upon account closure. This fee was never disclosed verbally or in writing, and I believe it is misleading and unfair. I am requesting that Frontier Communications remove and refund the $50 charge, as it was not communicated in advance and directly contradicts what was confirmed to me by their own representatives.

  Business Response

  Date: 07/14/2025

  Thank you for referring the complaint to our office for review.  We appreciate you bringing this matter to our attention.  
  
   The complaint states:  
  The customer states that he was unexpectedly billed a $50.00 Restocking Fee after closing his account.
  The customer states that he returned his equipment and was informed that there would not be any additional fees.
  
  
  
  Frontier has reviewed the above statements and offers the following response:  
  Frontier has confirmed that the customer contacted us on June 16, 2025, to cancel his service due to moving.
  Frontier advises that the Restocking Fee helps to cover the expense of returning Frontier provided equipment to inventory, which includes logistics, shipping, and refurbishing costs.
  Frontier advises that we have issued a courtesy credit for the Restocking Fee.
  Frontier apologizes to the customer for his customer service experience.  ****************** is working on opportunities to alleviate customer frustration related to customer support.
  ****************** spoke with the customer on July 14, 2025, to advise the above.
  
  
  We trust that this information will assist you in closing this complaint. 
  
  
  Regards,
  
  Office of the President * Executive Support Team