Anyone else have trouble with Frontier services?

[disneybound2010]

When Frontier took over from Verizon in our area, everyone around me was disgusted. I however, was pretty happy with them and didn't understand the issues people were having. Then, we started having trouble with our internet. We were going days without service or service so slow that dial up looked fast. After repeated calls and service visits, we were told we were to far out to get good service soooooo I did what anyone would do and canceled it and went with a different provider, yet kept the phone line(we get good service there)

Today, I find a bill in our mail box for almost $300 for Frontier. The normal charges were around $40 for the phone line and the rest is a penalty fee for canceling the internet It states that I am penalized for canceling my "contract." Now, I NEVER signed any sort of contract and was never given the option to. We just received a notice that Verizon was now Frontier and continued to get a bill like always. I call them up and inquire about this and suddenly they are unable to speak to me because my name is not on the bill. Funny, they have ALWAYS discussed service options with me before and they have never turned me away when I go to pay said bill, but they can't discuss why they are charging me a ridiculous amount of money for a contract I never had?!

I am now canceling the phone service with them as well. They have completely lost me as a customer.

 

[golfgal]

If you signed a contract when you started with Verizon, that contract would continue over to a company that took over their service.

I don't know of any company now that will talk to someone not listed on the account-which is why DH and I are both listed on everything.

 

[disneybound2010]

DH and I never signed a contract for service. We called, set up internet and phone and they sent us our bill. When Frontier took over it was just a continuation.

I didn't even realize that I wasn't on the bill until recently, to be honest. Whenever I have called for any issues, they have always discussed them with me and have asked about changing the plan or adding on...funny they can allow me to make changes to the account, but they can't discuss the charges with me

 

[MomRN]

We've had our ups and downs. In an effort to reduce entertainment costs, (for internet, phone, and satellite, we were paying $190/month) I decided to either get a bundle if the deal was good enough, or cancel the home phone.

Frontier offered a great deal on the bundle... more than we were already getting plus a tv/blu-ray player with 2 year contract. I went with it.

They were late for the internet installation. Not a big deal, but when you are already waiting 8-12 and they come at 2, it's annoying. Then, there was a $95 charge on the first bill that was incorrect, and that was an hour long hassle to fix with not great customer service. In fact, awful. So, that's 2 strikes in 2 months. The actual service, with the exception of a couple of instances (once in the beginning and an install issue.. resolved within 24 hours, the other resolved over the phone) has been good.

So, I'm not to the point of downing them anytime their mentioned, but I am to the point where I don't give them a glowing recommendation. Whenever anyone asks I tell them my story and let them decide.

 

[HM]

OP... The problems you describe are similar to our experience when we moved five years ago and started internet with Verizon at our current house....way worse than dial-up. It was so bad, we quit using them and signed up for TWC internet. We were able to drop most of the early out charges they tried to impose (can't remember how though). Good luck to you!

 

[Wishing on a star]

Yes, n our area, Frontier internet is really bad.

 

[disneybound2010]

I just spoke with my DH and he will be calling them first thing tomorrow to let them know that A) we will not be paying their fine for this supposed contract cancellation that we never had and had we had would have been voided after they could not provide adequate service and B) we will now be canceling our phone service with them as well.

It's really disappointing. I wanted to like them and stick with them, but their customer service as well as the product is just awful.