Update 5/10/26 - Apparently there is one more chapter in this saga. I tried to sign up for Frontier Fiber as I promised after the pole was removed. They provided me a work order number (I don't recall that number)... no notification and nothing happened. I call the 800 number and thrash my way through the phone tree to a person - they have no record of the work order or any work order at my address. (The phone tree is nearly impossible to navigate if you do not have an account number with them, also, it appears the "account phone number" is NOT my phone number.) A couple weeks pass and someone calls me. I relate the issues, a second work order is opened (#070644356). Frontier needs to do a "credit check", so I log into the 3 agencies and temporarily lift my freeze. They email me requesting proof of ID, so I email an image of my drivers license. I also download the "app" as requested so I can check when the tech will arrive. It says the order is in process. 4 weeks pass, it is now May and I get a call from (800-921-8101). I explain the history, they cannot locate the work order. We go through the whole thing for the 3rd time. I lift my 3 credit blocks AGAIN. Credit check is OK, but I'm told for some reason my account was charged $40 for the check. Frontier sales gives me a number I can call to get it removed from my account (866) 293-7026 (question - why should the customer do this?) but the "auto-answer" bot at thast number keeps asking for my "id number" when I call (what ID number?) - useless. We are now on Order# 070656860. I log into my account, they need "Positive ID" again - I attach another copy of my drivers license... I hear crickets. In a week I check the Frontier app on my phone. Apparently they have been trying to contact me (the right phone number might help). There is nothing in my email or junk mail folders. There is NO WAY for me to contact anyone from the app (except the 800 number that you can't get through, and GIGA is useless - (cannot locate the order number, phone number does not match, no "orders" for my address, etc). I log into my account at FRONTIER.COM and I have a message... "They Need Positive ID" AGAIN! At this point I AM DONE! I called the 800-921-8101 to cancel, but of course it could not find my order number, by phone or address. My only solution - I wrote a TEXT message listing the order numbers and requested they be canceled, made a PDF image out of it and attached it in place of my "ID Image" they were requesting. FRONTIER - I tried, but you and your systems are too hard to work with. (BTW - one phone call to a non-800 Greenlight number, information given, no credit checks, installation date AND TIME scheduled all by the SAME PERSON on the SAME CALL, I was emailed account and status info, and 1 week later I'm on Greenlight Fiber.) Who would YOU want to work with? read more

We've had Frontier, former Rochester Telephone for over 30 years for our landline but will soon end our service with them. Two weeks ago, coming home from a trip we noticed that there was no dial tone, so we called Frontier. We got a date for a tech to come out nine days later. Quite a long time without service we are paying for, but oh well. On the day the tech was supposed to come we made sure to be home, waited all day and then found out at night that our service had been rescheduled for 12 (!) days later, which will be three weeks after we reported it. No reason, no contact! We called a number of times but either got no explanation let alone solution, or promises ("we will put you on the emergency list, someone should be there today or tomorrow") which never materialized. This isn't terrible customer service, it's NO customer service. Fortunately there are alternatives so that we can soon say goodbye to Frontier. read more

I upgraded my internet 2 weeks ago and they said on the phone that I would need a new modem box and wiring. The technician came out and didn't replace the box. It worked ok for a couple days and then my internet started disconnecting every 10 seconds. I was on the phone with frontier and they said the box was never replaced when it should have been and knew my internet was worse than before the upgrade. Now I have another tech visit tomorrow and it's cutting into my work hours. I am so fed up with this company and their lack of good business practices. read more

I just bought a new house. There is a LIVE frontier line laying in my yard. They won't come and remove it. I have called multiple times and they haven't come to remove it. The first time I was on hold for an hour, then they hung up. Second time I was on hold for two hours! Then it took her 1 hour to put in a work order. 10 days later I get a call back from them. Apparently my work order was incorrectly ordered and I had to re do it! After 15 minutes on hold while he tried to do a work order, I hung up. This is why they're going bankrupt. What a poorly managed, terrible company. I could ask the squirrel in my tree to remove the line for less. His IQ is probably the same as theirs. Hope they go out of business soon. read more

READ YOUR TERMS OF AGREEMENT! FRONTIER SAYS THEY ARE NOT RESPONSIBLE FOR ANYTHING! AND WILL NOT TAKE RESPONSIBILITY. THEY EXPECT YOU TO PAY THEM NO MATTER WHAT. On July 30th there was an outage of service caused by Frontier. I was directly told by Frontier customer service that a line had been cut and was to be repaired. I called back later that day due to late of internet service and Frontier router not working. I walked through their recovery steps several times with a technician and then told that line had been fixed. I still had no service and was tole by Frontier technician that I needed a new router. They would send one out, but would not send it over night. Once I received the router to call back and ask about a credit on my account. I had to wait for regular mail. 5 days later I received the router and installed it myself. I was without service DUE TO FRONTIER for 5 days. I called today, 8/19/19, for a credit on my account for service not rendered. I spoke to Nick from customer service and was told that in the "terms and conditions" I did not qualify for a credit. That Frontier was not responsible for any outages even if they caused them or it was due to their equipment. He had an attitude and said that if I had a technician come to my home I could have received a credit. I said I didn't know that otherwise I would have wasted Frontier and my time and had a technician come out. I asked to speak to his supervisor. Spoke with Dillon who said he was Nick's supervisor. He also said that he could not give a credit for service not rendered. I told him what Nick said and he said even if a technician came out they would not issue a credit. Nick then said he didn't say that and I said the conversation was taped and to listen to what he said, he said he may have said that and Dillon said this information was not correct. I then asked to make a formal complaint and spoke with Cindy, she said she would take my complaint and Nick would be reprimanded, but that she too could not give a credit. I cannot believe that a company can still charge a service fee for service not rendered by their fault and their faulty equipment. The consumer should not be responsible for a problem/service interruption that was clearly the fault of Frontier. I have filed a complaint with the Better Business Bureau. read more